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From Chuck Weber, your Veteran Service Officer... |
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.
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Source – VA Press Release – Nov 30, 2017 |
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