The Veterans Crisis Line (VCL) has come under fire following a government watchdog investigation that revealed significant issues in handling calls from veterans with complex needs. According to the Government Accountability Office (GAO), calls intended for the “Customers with Complex Needs” unit have been increasingly redirected to the main phone line, staffed by responders lacking specialized training. This practice, aimed at reducing wait times, may be detrimental to both veterans and the helpline employees.
The GAO report, released last week, highlights a troubling trend:
“This creates a risk to the quality of service provided to the caller and causes increased stress and burnout for responders,” testified Alyssa Hundrup, director of the GAO’s health care team, during a Senate hearing unveiling the findings.
Background and Investigation
The investigation was prompted by Senate Veterans Affairs Committee Chairman Jerry Moran, R-Kan., after receiving whistleblower complaints about the mishandling of complex calls. These calls, characterized by abusive or disruptive behavior, were allegedly being diverted to an understaffed and undertrained unit. The Veterans Affairs Department defended the unit’s existence, citing it as a standard practice in crisis call centers, and asserted that over 120 responders were adequately trained.
However, the GAO’s findings suggest otherwise. The report noted that a policy change in March 2024 led to complex callers being rerouted to the main line if the specialized unit was unavailable. This change, intended to decrease wait times, resulted in more than 6,000 calls being handled by inadequately trained main line responders within six months.
Implications for Veterans and Responders
The repercussions of this policy shift are profound.
“Can you imagine what those words do to the nervous system of someone who has no recourse, no defense?” said Marcia Blane, a former VCL responder, describing the abuse faced by responders.
Blane, who left the VCL in May, testified that the complex needs team is perpetually understaffed, forcing main line responders to manage these challenging calls, thereby straining the entire system.
VA officials, according to the GAO, opted to redirect calls rather than bolster the specialized unit’s staffing. They assumed main line responders could manage complex calls by adhering to established protocols. However, the report found that many responders struggled with these interactions, with about half reporting burnout.
Historical Context and Broader Issues
This investigation is not the first to spotlight systemic issues within the VCL. In 2023, a VA inspector general report detailed the hotline’s failure to assist a veteran who subsequently died by suicide. This incident, among others, underscores ongoing challenges in effectively supporting veterans in crisis.
Brad Combs, a former lead auditor at the VCL, was among the whistleblowers who approached Moran’s office. He testified about the mishandling of complex calls, describing a systemic indifference that led several clinicians to resign in protest.
Future Steps and VA’s Commitment
In response to the GAO’s findings, the Department of Veterans Affairs has pledged to evaluate the outcomes of calls managed by the complex needs unit versus the main line. They aim to adjust staffing and procedures based on this assessment.
“VA is committed to preventing veteran suicides and providing critical support in moments of crisis,” stated Thomas O’Toole, the VA’s deputy assistant under secretary for health for clinical services.
As the volume of contacts continues to rise, the VA emphasizes its focus on ensuring veterans receive immediate and effective support. The ongoing scrutiny and potential reforms could lead to significant changes in how the VCL operates, with the hope of better serving veterans in need.
For veterans or service members in need of assistance, the Veterans and Military Crisis Line is available 24/7 at 988, Press 1, or via text and online chat at www.veteranscrisisline.net.