If you need help with a City pension — benefits, direct deposit, appointment booking, or a missing check — the right phone number saves hours of stress. I wrote this short, practical guide so you can call once and get things moving. You’ll also find the most useful Great West retirement contact points and clear steps for what to have ready when you call. 📞
Quick overview — who to call first
If you’re a City of Philadelphia employee or retiree, start with the Board of Pensions and Retirement’s main reception; they triage everything and route your request. For plan-specific account or 401(k)/457 questions handled by the plan administrator, call the retirement services provider listed on your statement (often Great West / Empower participant services). ([phila.gov](https://www.phila.gov/pensions/aboutus/Pages/StaffDirectory.aspx?utm_source=openai))
Direct numbers to save you time
Here are the numbers I use to cut through the waiting music. Read the short notes before calling — it helps you pick the right line and avoid transfers.
- Main Board of Pensions and Retirement phone: (215) 685-3480 — start here for general pension questions and to book retirement interviews. ([phila.gov](https://www.phila.gov/pensions/aboutus/Pages/StaffDirectory.aspx?utm_source=openai))
- Direct deposit inquiries: (215) 685-3453 — use this if your pension deposit didn’t arrive or bank details changed. ([phila.gov](https://www.phila.gov/pensions/aboutus/Pages/StaffDirectory.aspx?utm_source=openai))
- Retirement appointments: (215) 685-3469 — call to schedule an in-person or phone retirement interview. ([phila.gov](https://www.phila.gov/pensions/aboutus/Pages/StaffDirectory.aspx?utm_source=openai))
- Late pension checks: (215) 686-2306 — for missing or delayed checks. ([phila.gov](https://www.phila.gov/pensions/aboutus/Pages/StaffDirectory.aspx?utm_source=openai))
- Plan administrator / participant services (Great West / Empower): typical participant line: (855) 756-4738 or the number printed on your statement. Use this for account login, investment options, and distribution requests. ([plan.empower-retirement.com](https://plan.empower-retirement.com/static/PlanApple/html/preLogin/footerlinks/sponsor-contact-us.html?utm_source=openai))
Phone-at-a-glance table
| Office | Best phone to call | When to call |
|---|---|---|
| Board of Pensions and Retirement (City) | (215) 685-3480 | General pension questions, appointments, benefit estimates. ([phila.gov](https://www.phila.gov/pensions/aboutus/Pages/StaffDirectory.aspx?utm_source=openai)) |
| Direct deposit / payroll support (Board) | (215) 685-3453 | Missing deposits, bank changes. ([phila.gov](https://www.phila.gov/pensions/aboutus/Pages/StaffDirectory.aspx?utm_source=openai)) |
| Great West / Plan participant services | (855) 756-4738 (common participant line) | Account access, 401(k)/457 balances, investment changes. ([plan.empower-retirement.com](https://plan.empower-retirement.com/static/PlanApple/html/preLogin/footerlinks/sponsor-contact-us.html?utm_source=openai)) |
Before you call — quick checklist
Save time by having this ready: your employee or retiree ID, last four of your Social Security number, date of birth, and a recent pay stub or benefit statement. If you’re calling about a missing check, have the check date and amount handy. If a loved one passed, have the death certificate info ready. Short, clear answers speed up the call. 😊
Why you might be routed to Great West / Empower
The Board manages pension benefit rules, eligibility, and the payment process. The plan administrator — the retirement services provider — handles participant accounts, online logins, and plan-specific distribution services. That’s why some questions go to the Board and some go to the plan administrator. Calling the main Board number first is a safe bet if you’re unsure. ([phila.gov](https://www.phila.gov/pensions/aboutus/Pages/StaffDirectory.aspx?utm_source=openai))
Best practices when calling
Short tip list: say your purpose first, give exact dates, and ask for the agent’s name and a reference number. If hold times are long, ask for a callback if available. If email is offered, follow up with a brief message summarizing the phone call so there’s a record.
Alternatives to calling
If you don’t get through, use email contact points or schedule an in-person appointment through the Board’s reception. For account issues, use the plan administrator’s secure participant portal to send messages or request paperwork. If you prefer a written trail, certified mail for urgent document submissions can be useful — but phone first to confirm the correct mailing address and required forms. ([phila.gov](https://www.phila.gov/pensions/aboutus/Pages/StaffDirectory.aspx?utm_source=openai))
A short case: how I helped a friend speed up a missing pension check
A friend didn’t get a monthly pension deposit. We called the Board’s late-check line and had their most recent statement ready. The agent found a missing form and processed a stop-gap payment. The key was the paperwork and asking for an agent name and case number. It worked in one follow-up call. You can do this too.
Common reasons phone calls stall (and how to avoid them)
Wrong number, missing ID info, and unclear purpose are the big three. Use the checklist above. If an agent asks for a document, ask exactly how to send it and to whom. If you get voicemail, leave a concise message with callback instructions and a time range you can take calls.
FAQ
How do I reach the Board of Pensions and Retirement for a general question?
Call the Board’s main number and ask to speak to reception. They route calls to the right specialist for benefit questions, appointments, and direct deposit issues. ([phila.gov](https://www.phila.gov/pensions/aboutus/Pages/StaffDirectory.aspx?utm_source=openai))
What number do I call to schedule a retirement interview?
Use the retirement appointments line to book an interview with a Board counselor. They’ll outline the documents needed for your formal retirement application. ([phila.gov](https://www.phila.gov/pensions/aboutus/Pages/StaffDirectory.aspx?utm_source=openai))
Who do I call about a late pension payment?
Call the Board’s late payment line and have your pay stub or pension statement ready so the agent can locate your file. ([phila.gov](https://www.phila.gov/pensions/aboutus/Pages/StaffDirectory.aspx?utm_source=openai))
What is the number for direct deposit help?
The Board has a specific direct deposit line for bank updates and missing deposits. Calling this direct line shortens hold time. ([phila.gov](https://www.phila.gov/pensions/aboutus/Pages/StaffDirectory.aspx?utm_source=openai))
How can I contact Great West participant services?
Call the participant services number printed on your plan statement, or use the common participant line if you can’t find your statement. They handle account access, distributions, and investment choices. ([plan.empower-retirement.com](https://plan.empower-retirement.com/static/PlanApple/html/preLogin/footerlinks/sponsor-contact-us.html?utm_source=openai))
What if the plan administrator is Empower or Great West — which number should I use?
Use the participant services number on your statement. Many sponsors use the same participant line for account support; regional or plan-specific lines exist for large plans. ([plan.empower-retirement.com](https://plan.empower-retirement.com/static/PlanApple/html/preLogin/footerlinks/sponsor-contact-us.html?utm_source=openai))
Can I get a pension estimate over the phone?
Yes — the Board can provide estimates during an appointment. For a formal calculation they will schedule an interview and request service history documents. ([phila.gov](https://www.phila.gov/pensions/aboutus/Pages/StaffDirectory.aspx?utm_source=openai))
How long does it take to process a retirement application?
Timelines vary with complexity. Simple retirements can be processed faster; buyback or special service credit cases take longer. Ask for an estimated timeline when you submit your documents. ([pdf4pro.com](https://pdf4pro.com/view/plan-summary-city-of-philadelphia-66c446.html?utm_source=openai))
Who do I call about beneficiary changes?
Beneficiary updates are usually handled by the plan administrator for account-based plans and by the Board for pension survivors’ benefits. Call the Board first if the change affects monthly pension benefits. ([phila.gov](https://www.phila.gov/pensions/aboutus/Pages/StaffDirectory.aspx?utm_source=openai))
What if a deceased retiree’s check is still being sent?
Contact the Board’s late checks or survivor benefits unit immediately. The Board will advise on returning funds and starting survivor benefits if applicable. Have the death certificate information ready. ([phila.gov](https://www.phila.gov/pensions/aboutus/Pages/StaffDirectory.aspx?utm_source=openai))
Can I change tax withholding on my pension?
Yes. Tax withholding options are available; ask the Board for the required form or the plan administrator if it’s an account-based distribution. Keep tax ID info handy. ([phila.gov](https://www.phila.gov/pensions/aboutus/Pages/StaffDirectory.aspx?utm_source=openai))
How do I find my pension form or application?
The Board provides forms for retirements, buybacks, and service credit. Call them to confirm which form you need before you drive to the office. ([phila.gov](https://www.phila.gov/pensions/aboutus/Pages/StaffDirectory.aspx?utm_source=openai))
What hours should I call?
Call during regular business hours. If hold times are long, ask for a callback or use email contact options to schedule an appointment. ([phila.gov](https://www.phila.gov/pensions/aboutus/Pages/StaffDirectory.aspx?utm_source=openai))
Is there a phone number for hard-of-hearing support?
Plan administrators often provide TTY or relay services. Ask the participant services team for available accessibility options. ([bsg.gwrs.com](https://bsg.gwrs.com/link.do?accu=Gwrs&contentUrl=contact.us&nodeId=1431&utm_source=openai))
What do I do if I can’t reach anyone by phone?
Leave a concise voicemail with a callback range and follow up by email or an in-person appointment. If a deadline is involved, consider certified mail after confirming the correct recipient. ([phila.gov](https://www.phila.gov/pensions/aboutus/Pages/StaffDirectory.aspx?utm_source=openai))
How do I update my address for pension mailings?
Provide the Board with a written address change or update it during an appointment. For account-based plans, update the address in the participant portal too. ([phila.gov](https://www.phila.gov/pensions/aboutus/Pages/StaffDirectory.aspx?utm_source=openai))
What if my online account is locked?
Call participant services for the plan administrator. They can verify your identity and unlock accounts or reset passwords. ([plan.empower-retirement.com](https://plan.empower-retirement.com/static/PlanApple/html/preLogin/footerlinks/sponsor-contact-us.html?utm_source=openai))
Can I designate direct deposit to a different bank after retirement?
Yes. The Board and many plan administrators allow direct deposit changes; expect to provide voided checks or bank routing documentation. Call the direct deposit line for specific instructions. ([phila.gov](https://www.phila.gov/pensions/aboutus/Pages/StaffDirectory.aspx?utm_source=openai))
How to handle discrepancies in benefit statements?
Call the Board and request an audit of your service records. Keep copies of pay stubs and prior statements to speed reconciliation. ([phila.gov](https://www.phila.gov/pensions/aboutus/Pages/StaffDirectory.aspx?utm_source=openai))
Can I make a one-time distribution from my plan?
Distribution rules depend on the plan type. For account-based plans, participant services explains eligibility and tax implications. For pensions, monthly benefit rules differ. Call the plan administrator for distribution options. ([plan.empower-retirement.com](https://plan.empower-retirement.com/static/PlanApple/html/preLogin/footerlinks/sponsor-contact-us.html?utm_source=openai))
How do I buy back prior government or military service?
Contact the Board’s purchase-of-prior-military-and-government unit to request forms and cost estimates. They’ll outline steps and payment options. ([phila.gov](https://www.phila.gov/pensions/aboutus/Pages/StaffDirectory.aspx?utm_source=openai))
Who handles appeals or disputes about pension calculations?
The Board manages appeals related to pension benefits. Ask the Board for appeal procedures and required documentation. ([phila.gov](https://www.phila.gov/pensions/aboutus/Pages/StaffDirectory.aspx?utm_source=openai))
Can I get a pension estimate online?
The Board may provide online resources, but formal estimates often require an appointment so they can verify service records. Call to find the fastest route. ([phila.gov](https://www.phila.gov/pensions/aboutus/Pages/StaffDirectory.aspx?utm_source=openai))
Is there a local office I can visit?
The Board has an office location where appointments are held. Call ahead to schedule and confirm what to bring. ([phila.gov](https://www.phila.gov/pensions/aboutus/Pages/StaffDirectory.aspx?utm_source=openai))
How are my pension benefits affected if I return to City service?
Re-employment rules and contribution changes can affect your benefit. Discuss scenarios with the Board before making decisions. They can explain vesting, accruals, and options. ([phila.gov](https://www.phila.gov/pensions/aboutus/Pages/StaffDirectory.aspx?utm_source=openai))
Can I roll pension funds into an IRA?
If you have account-based balances, rollover options may exist. For defined benefit pensions, full-rollover is not typical; consult participant services and a tax advisor. ([plan.empower-retirement.com](https://plan.empower-retirement.com/static/PlanApple/html/preLogin/footerlinks/sponsor-contact-us.html?utm_source=openai))
How do I report fraud or suspected identity theft on my pension account?
Report it immediately to the Board and the plan administrator. Ask for an incident reference and follow up in writing. Keep records of all communications. ([phila.gov](https://www.phila.gov/pensions/aboutus/Pages/StaffDirectory.aspx?utm_source=openai))
What if I need forms notarized for retirement paperwork?
Some forms require notarization. The Board will tell you which ones. Prepare extra copies and confirm acceptable notarization methods in advance. ([phila.gov](https://www.phila.gov/pensions/aboutus/Pages/StaffDirectory.aspx?utm_source=openai))
Who pays creditor claims against pension benefits?
Pension benefits have legal protections, but some garnishments or court-ordered claims may apply. The Board can clarify what is allowed under law. Seek legal advice if you’re unsure. ([phila.gov](https://www.phila.gov/pensions/aboutus/Pages/StaffDirectory.aspx?utm_source=openai))
How can I escalate if I’m not getting results?
Ask for a supervisor, get a written case number, and escalate through the Board’s formal complaint or appeal process. If necessary, document timelines and consider contacting an ombudsman or legal counsel. ([phila.gov](https://www.phila.gov/pensions/aboutus/Pages/StaffDirectory.aspx?utm_source=openai))
Final notes — a calm closing
Calling about pensions feels bureaucratic. But with the right number and a short checklist, you’ll cut through the noise. Start with the Board’s main reception for City pension issues, and call participant services for account-level questions with the plan administrator. Keep records, ask for case numbers, and don’t be shy about asking for a supervisor if the issue isn’t resolved. You’ve got this. ✨