Shared personal experience will better inform the new White House VA hotline, the U.S. Veterans Administration announced after its new veteran-staffed call center heeded the feedback of veterans seeking immediate help.
After a two-month trial period, the VA determined that those calling the hotline responded better when their calls are handled by other veterans who share firsthand experience.
“The message we’ve heard loud and clear is Veterans want to talk to other Veterans to help them solve problems and get VA services,” VA Secretary David Shulkin said in a press release. “We’re taking steps to answer that call.”
Originally, the department considered outsourcing the procedure to a third-party vendor, but since the test phase’s inception in June, it became clear to the VA that callers with urgent needs experienced better outcomes when assisted by someone who understands their issues.
The hotline is continuing the pilot program and is open for calls from veterans Monday through Friday between 8 a.m. and 5 p.m. Eastern time.
VA officials estimate that 24-hour service will be implemented by mid-October and is prioritizing the search for qualified veterans and allowing for training time.
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