White House VA Hotline Now Fully Staffed

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By on November 30, 2017 in Agency News with 0 Comments

Closeup of office phone

The Department of Veterans affairs announced that the White House VA Hotline is now at its full staffing capacity with live agents to directly answer veterans’ questions and concerns.

The hotline, which was first launched in June, is based in Shepherdstown, WV and became operational 24 hours a day/7 days a week in mid October. Since then, it has assisted over 10,000 callers. It is staffed by a team of 90% veterans or employees who have a veteran family member. The number for the hotline is 855-948-2311.

Agents answer inquiries, provide directory assistance, document concerns about VA care, benefits and services, and expedite the referral and resolution of those concerns. The hotline also gives veterans another way to report problems if they are not being addressed through the VA’s regular customer service channels.

Hotline 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.

“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,” said VA Secretary David J. Shulkin.

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Ian Smith is one of the co-founders of FedSmith.com. He enjoys writing about current topics that affect the federal workforce.

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