| Description |
1 online resource (ii, 47 pages) : color illustrations |
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text txt rdacontent |
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computer c rdamedia |
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online resource cr rdacarrier |
| Note |
Title from title screen (viewed on July 12, 2016). |
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"GAO-16-373." |
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"May 2016"--Cover. |
| Bibliography |
Includes bibliographical references. |
| Summary |
VA established the VCL in July 2007 to provide support to veterans in emotional crisis. Between fiscal years 2008, its first full year of operation, and 2015, the number of calls received by the VCL increased almost 700 percent, exceeding VA’s expectations. As VA began to address increasing numbers of requests for assistance, reports of dissatisfaction with VCL’s service periodically appeared in the media. GAO was asked to review VA’s administration of the VCL. This report, among other issues, examines (1) the extent to which VA meets responsetime goals for VCL calls and text messages, (2) how VA monitors VCL primary center call center operations, and (3) how VA works with VCL service partners to help ensure veterans receive high-quality service. GAO visited the VCL’s primary center and two backup call centers; tested VCL response time through a generalizable sample of covert telephone calls and a nongeneralizable sample of text messages in July and August 2015; reviewed internal reports and policies and plans; and interviewed VA and SAMHSA officials. GAO recommends that VA regularly test VCL’s text messaging system and document targets and time frames for key performance indicators. GAO also recommends that VA and SAMHSA collect information on how often and why callers reach Lifeline when intending to reach the VCL, review this information, and, if necessary, develop plans to address the causes. |
| Note |
Description based on online resource; title from PDF cover page (GAO, viewed June 29, 2016). |
| Subject |
United States. Department of Veterans Affairs -- Rules and practice -- Evaluation.
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Veterans -- Services for -- United States.
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Crisis intervention (Mental health services)
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Hotlines (Counseling)
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| Added Title |
Additional testing, monitoring, and information needed to ensure better quality service |
| Gpo Item No. |
0546-D (online) |
| Sudoc No. |
GA 1.13:GAO-16-373 |
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