Veterans Crisis Line: Additional Testing, Monitoring, and Information Are Needed to Ensure Better Quality Service

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By Seto J. Bagdoyan (au)
Year: 2016
Pages: 52
Binding Paperback
ISBN 978-1-4578-6418-6

Product Code: 1457864185

Description

The Department of Veterans Affairs (VA) established the Veterans Crisis Line (VCL) in July 2007 to provide support to veterans in emotional crisis. Between fiscal years 2008, its first full year of operation, and 2015, the number of calls received by the VCL increased almost 700%, exceeding VAäó»s expectations. However, reports of dissatisfaction with VCLäó»s service periodically appeared in the media. This report examines (1) the extent to which VA meets response-time goals for VCL calls and text messages; (2) how VA monitors VCL primary center call center operations; and (3) how VA works with VCL service partners to help ensure veterans receive high-quality service. Includes recommendations. Figures. This is a print on demand report.

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