On 29 November 2017, the U.S. Department of Veterans Affairs (VA) announced that the White House VA Hotline (first launched in June as part of President Donald J. Trump’s commitment to reforming VA but which also had a shaky start) is now fully staffed with live agents working to serve veterans 24-hours a day, 365 days a year. The actual facility location is in Shepherdstown, West Virginia.
Supposedly, it is now staffed by a team consisting of 90 percent veterans and employees who have a family member who is a veteran. These agents undergo regular updates and training on VA services based on hotline trends and are assisted by newly implemented tracking software to help VA capture and improve its response, referral and resolution processes to best support Veterans.
The hotline can be accessed at 855-948-2311. What may be of most of significance is that this is the VA’s first non-clinical, non-emergency, around-the-clock call center intended to provide military veterans a supplemental option to report issues – if they are not being addressed through VA’s normal customer service channels.
The hotline agents are meant to answer inquiries, provide directory assistance, document concerns about VA care, benefits and services – and expedite the referral and resolution of those concerns. Agents have access to a multitude of resources and contact information to assist veterans. The hotline is also intended to serve as a feedback tool for VA experts for making better, informed decisions on where program improvements are needed.
As of 11 December 2017