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Changes to the WH Hot Line for vets

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Berta

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"White House VA Hotline Now Fully Staffed and Operational Around the Clock to Serve Nation’s Veterans 

WASHINGTON — Today 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, is now fully staffed with live agents working to serve Veterans 24-hours a day, 365 days a year. 

The hotline, which became 24-hour operational in mid-October, is now staffed by a team consisting of 90 percent Veterans or employees who have a Veteran family member, and is in response to Veterans’ requests to talk to agents who could relate to their experiences. 

“The White House VA Hotline provides our nation’s Veterans with a direct, dedicated contact line that allows them to interact with highly trained, live agents to answer their needs and concerns,” said VA Secretary David J. Shulkin. 

“Since the initial launch of the hotline in June, we listened to our Veterans, who indicated that they prefer speaking with other Veterans and Veteran family members, and we adjusted our hiring based on that feedback,” added Shulkin.  

“We’re proud that the hotline is now staffed 24/7 by a team of mostly Veterans or Veteran family members who have direct knowledge of their particular concerns and can use their experience to address them in the best way possible with the resources of the VA.  This represents a true win-win for Veterans and their loved ones.” 

Since 24/7 coverage began in October, the hotline has served more than 10,000 callers. 

Hotline agents answer inquiries, provide directory assistance, document concerns about VA care, benefits and services, and expedite the referral and resolution of those concerns. 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 and is VA’s first non-clinical, non-emergency around-the-clock call center. It provides Veterans a supplemental option to report issues if they are not being addressed through VA’s normal customer service channels.

The hotline’s agents are located at a VA facility in Shepherdstown, West Virginia. Agents have access to a multitude of resources and contact information to help Veterans. The hotline also generates real-time reports to VA experts who can help address the specific issues of Veterans as well as make better-informed decisions on where program improvements are needed. "

Source: email from VA Press Release ###

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I like it.  When we served in the military, we served 24/7  365 days a year.  I remember being away from my family to serve my country, (during the holidays)  so its only right that this phone is manned 24/7.  

When you sleep safely tonight, remember that there are troops who are awake ready to protect you from things like a bomb from North Korea.  Your safety, at night, is in no small part due to our troops who often have to stay awake to protect you.  I remember serving "watch" at night, and we did not get the next day off, either!  

Berta, the above comment is not directed at YOU..its a general one.  I already know you serve troops..who serve us.  You are one of the best.  

Thank you for informing Vets of this valuable information.  I may even use it myself, soon!

Edited by broncovet
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Broncovet- I hope it works better than the original Hot Line staff.(which was a good start)

I only called as an advocate, not with a claim question, but in the call I did bring up some of the claims issues that vets as well as me have had to fight over, so at that point the woman who helped me told me she was unfamiliar with how claims work and they were referring those questions to others on the hot line---the call was 45 minutes long and she typed some points I made and then I believe the calls are also taped too.

I did get further responses from the Secretary's office and a nice card from the President , and another email from the White House last week,indicating they are "reviewing" something I wrote to them about- maybe via the Trump web site---or maybe from the tape of that call.

The woman had veterans in her family and had volunteered for the Hot line. Now they have many vets on the lines, who have either been through the VA claims process or have good ways of finding the help a caller needs to have.

I suggest that anyone calling the WH Hot Line, to first write down what you want to discuss.

I called with a few claims issues that have affected many veterans here, but when I heard the woman typing what the discussion involved ( and I am sure it was taped for security) I started to get into some very sensitive stuff that was followed up with one or more letters I sent to them.

Whatever the WH email "review" is about, in time I will find out....and let others here know ( it might be about the sensitive VA issue that has just hit the news 2 days ago)

 

 

 

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