{"id":127131,"date":"2023-11-15T12:00:00","date_gmt":"2023-11-15T12:00:00","guid":{"rendered":"https:\/\/one.sightlinemg.com\/militarytimes\/uncategorized\/2023\/11\/15\/vets-calling-crisis-line-get-lost-in-system-whistleblowers-warn\/"},"modified":"2026-08-08T15:58:03","modified_gmt":"2026-08-08T15:58:03","slug":"vets-calling-crisis-line-get-lost-in-system-whistleblowers-warn","status":"publish","type":"post","link":"https:\/\/one.sightlinemg.com\/militarytimes\/veterans\/2023\/11\/15\/vets-calling-crisis-line-get-lost-in-system-whistleblowers-warn\/","title":{"rendered":"Vets calling crisis line get lost in system, whistleblowers warn"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">A key Senate Republican is demanding a full investigation into whistleblowers\u2019 accusations that <a href=\"https:\/\/www.militarytimes.com\/veterans\/2023\/01\/06\/calls-to-veterans-suicide-hotline-spiked-over-new-years-holiday\/\" target=\"_blank\">Veterans Crisis Line<\/a> staffers are ignoring calls from some hostile or problematic veterans rather than providing prompt emergency mental health care.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">In a letter to Department of Veterans Affairs leadership sent Tuesday, S<a href=\"https:\/\/www.militarytimes.com\/veterans\/2023\/02\/21\/health-chief-concerned-by-reports-of-improper-surgeries-at-kansas-va\/\" target=\"_blank\">enate Veterans\u2019 Affairs Committee ranking member Jerry Moran<\/a>, R-Kansas, said the allegations represent \u201cgross mismanagement creating a danger to the health and safety of veterans nationwide.\u201d<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Republican committee staffers said officials from the <a href=\"https:\/\/www.gao.gov\/\" target=\"_blank\">Government Accountability Office<\/a> have already committed to investigating the claims, filed by multiple current and former staffers of the <a href=\"https:\/\/www.militarytimes.com\/veterans\/2023\/08\/30\/suicide-prevention-campaign-urges-vets-to-be-the-one-who-reaches-out\/#:~:text=In%20addition%2C%20veterans%2C%20troops%20or,visit%20VeteransCrisisLine.net%20for%20assistance.&#038;text=Leo%20covers%20Congress%2C%20Veterans%20Affairs,military%20personnel%20and%20veterans%20policies.\" target=\"_blank\">suicide prevention <\/a>hotline to Moran\u2019s office in recent weeks.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/www.militarytimes.com\/military-honor\/salute-veterans\/2023\/11\/08\/mcdonough-wants-va-to-reach-every-veteran-in-the-country\/\" target=\"_blank\">Veterans Affairs officials<\/a> did not respond to requests for comment on the whistleblower complaints.<\/p>\n\n\n<aside class=\"smg-interstitial-link smg-interstitial-link--fallback wp-block-smg-interstitial-link\"><a href=\"https:\/\/www.militarytimes.com\/veterans\/2023\/08\/30\/suicide-prevention-campaign-urges-vets-to-be-the-one-who-reaches-out\/#:~:text=In%20addition%2C%20veterans%2C%20troops%20or,visit%20VeteransCrisisLine.net%20for%20assistance.&#038;text=Leo%20covers%20Congress%2C%20Veterans%20Affairs,military%20personnel%20and%20veterans%20policies.\" class=\"smg-interstitial-link__fallback-link\">Suicide prevention campaign urges vets to \u2018be the one\u2019 who reaches out<\/a><\/aside>\n\n\n<p class=\"wp-block-paragraph\">The Veterans Crisis Line has seen a rapid expansion in recent years, growing from about 900 full-time employees in early 2021 to more than 1,800 today. It has also seen a dramatic rise in demand since last summer, when federal officials launched a new three-digit dialing system \u2014 988 \u2014 for individuals seeking emergency mental health care.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Whistleblowers told Senate staff that extra workload has prompted leadership at the Veterans Crisis Line to establish a special unit designed to handle \u201ccallers with complex needs.\u201d Individuals who present erratic or hostile behavior towards VA staff can be sent to those specialists instead of going to the next available worker.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">But whistleblowers said the special unit is understaffed, and many of those rerouted calls are simply dropped or lost. Moran said those reports raise \u201cgrave concerns\u201d about operations at the crisis line.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The number of callers affected is unknown because of incomplete record keeping with those interactions, Senate staff said. Whistleblowers said rules regarding when to transfer callers to specialists are also unclear.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The Veterans Crisis Line operates 24 hours a day, seven days a week and bills itself as a consistent, reliable support service for veterans, troops and family members. Operators have responded to more than 6 million contacts since it launched in 2007 and issued more than 1 million referrals to local suicide prevention offices.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">About 17 veterans a day die by suicide, according to the latest estimates by the Department of Veterans Affairs. That number grows to around 20 a day when active duty troops, Guardsmen and reservists are also factored in.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><i>Veterans in need of emergency counseling can reach the Veterans Crisis Line by dialing 988 and selecting option 1 after connecting to reach a VA staffer. In addition, veterans, troops or their family members can also text 838255 for help, or visit <\/i><a href=\"http:\/\/veteranscrisisline.net\/\" target=\"_blank\"><i>VeteransCrisisLine.net<\/i><\/a><i> for assistance.<\/i><\/p>\n","protected":false},"excerpt":{"rendered":"<p>A government watchdog group has promised to investigate the 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