Portsmouth Police found themselves once again on the front lines of the community’s mental-health crisis after a troubled woman showed up at the Portsmouth Kroger late Monday night demanding help with a dispute involving her Social Security benefits.
Just before 11 p.m., the woman approached officers outside the store, upset and asking to talk about ongoing issues with her neighbor. But the conversation quickly took a turn when she produced a letter from her mental-health provider informing her they would no longer serve as her Social Security payee—the person or entity legally responsible for managing her benefits.
According to the letter, the clinic had asked her to stop harassing their billing department and advised her to get a new payee set up through the Social Security office. When police suggested she contact Social Security during business hours to resolve the issue, she became agitated, abruptly walked away, and no longer wished to listen.
Officers documented the incident and ensured the woman was safe before clearing the scene at the Portsmouth Kroger.
What This Incident Reveals: Police Are the Backstop for a Failing Mental-Health System
Situations like this play out every week in Scioto County. When community agencies, clinics, or social-service organizations reach their limit, police become the default responders—whether it involves homelessness, addiction, delusions, or, in this case, a bureaucratic breakdown that spiraled into a public crisis.
Late-night calls, confused individuals, and escalating stress often land in officers’ laps long after support agencies have closed for the day.
So… What Is a Social Security Payee?
A Representative Payee is someone assigned to manage Social Security disability benefits for a person who cannot reliably manage their own money due to mental illness, cognitive challenges, or other limitations.
A payee’s responsibilities include:
- Making sure bills get paid
- Budgeting monthly income
- Ensuring money is used for housing, utilities, food, medical care, etc.
- Preventing financial exploitation
- Reporting issues to Social Security
If an agency or person stops serving as a payee—as happened here—the beneficiary must find a new one. The Social Security office must approve the next payee, which can take time and cause panic for people depending on those benefits.
If You Lose Your Payee — Here’s What You Should Do
- Contact Social Security directly.
You can’t fix this through police, Kroger employees, or late-night venting.
- 1-800-772-1213
- Or visit the local office during business hours.
Ask about temporary or emergency options.
In some cases, Social Security can temporarily hold benefits or appoint an interim payee.
Identify someone trustworthy.
A family member, guardian, or reputable social-service agency can apply.
Avoid confrontations with agencies that dismissed you.
They are not required to continue as your payee once they withdraw.
If you’re overwhelmed, ask police to connect you with the local crisis hotline or QRT.
Officers can’t solve the paperwork, but they can make sure you’re safe.
