Homeless Veterans Called Help Hotline to Talk to Machines?

Hotline to Help Homeless Veterans Falls Short
Inspector General Says A Quarter of Calls Go to Answering Machine
Wall Street Journal
By BEN KESLING
Dec. 4, 2014

A Department of Veterans Affairs hotline established to help homeless veterans missed thousands of opportunities to help at-risk vets last year, the agency’s inspector general said.

The VA’s National Call Center for Homeless Veterans, launched in mid-2012, didn’t consistently ensure that veterans who called the hotline received access to support services, according to findings released Wednesday.

“This is a huge national problem, our veterans deserve to have the phone answered when they call for help,” Rep. Jackie Walorski (R., Ind.), a member of the House Committee on Veterans’ Affairs, said in an interview Thursday.

Ms. Walorski said this isn’t a one-off issue at the VA, but shows the depth of problems that face VA Secretary Robert McDonald , who has been at the helm since the end of July. “I think it’s symptomatic and we have a long way to go,” Ms. Walorski said.

Of the nearly 80,000 calls made to the hotline in fiscal-year 2013, more than 21,000 went to an answering machine because counselors weren’t available, and 13,000 calls weren’t returned because messages were inaudible or callers didn’t leave contact information, the inspector general said. And none of the more than 50,000 referrals made by the call center were monitored or followed up for quality control.
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