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


White House Vets Affairs Hotline Now Fully Staffed and Operational Around the Clock to Serve Nation’s US Veterans

November 29, 2017, 04:06:00 PM

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Unites States — This day the U.S. Department of Unites States Vets Affairs (Vets Affairs) announced that the White House Vets Affairs Hotline, first launched in June as part of President Donald J. Trump’s commitment to reforming VA.Gov, is now fully staffed with live agents working to serve US 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 Vets or employees who have a USA Veterans family member, and is in response to Veterans’ requests[3] to talk to agents who could relate to their experiences. 

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

“Since the initial launch of the hotline in June, we listened to our Government Veterans, who indicated that they prefer speaking with other US 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 Government Veterans or US Veterans 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.Gov.  This represents a true win-win for Washington 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 Vets Affairs care, benefits and services, and expedite the referral and resolution of those concerns. Agents undergo regular updates and training on Veterans Affairs services based on hotline trends and are assisted by newly implemented tracking software to help Veteran Affairs capture and improve its response, referral and resolution processes to best support Government 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 Washington 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 Veterans Affairs facility in Shepherdstown, West Virginia. Agents have access to a multitude of resources and contact information to help Vets. The hotline also generates real-time reports to VA.Gov experts who can help address the specific issues of Veterans as well as make better-informed decisions on where program improvements are needed. 

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Updated: November 29, 2017 — 9:06 pm
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