Calls centers established to help veterans in crisis are still failing to answer calls for help in a timely fashion, according to a new government oversight report disclosing that some veterans are still not receiving help in times of crisis.
Government investigators with the Government Accountability Office (GAO) “found that the Department of Veterans Affairs (VA) did not meet its call response-time goals for the Veterans Crisis Line (VCL),” according to the report that found issues with the center’s text messaging line and live call centers.
The VA crisis centers are supposed to answer 90 percent of crisis calls within 30 seconds. An investigation of covert calls to the centers found that this goal is still not being met, according to the report, which found that just 65 to 75 percent of calls were answered in the required time.
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