At least 23 veterans, troops or family members who called the Veterans Crisis Line in fiscal 2014 were transferred to a voice mail system and their calls never returned, according to a Veterans Affairs Department Inspector General report.
The VA watchdog’s investigation into the hotline’s performance launched last year also found that the centers responsible for the voice-mail errors, who were contractors hired to provide backup services when the VA-run Crisis Line is operating at peak, may not have trained their counselors adequately to answer calls from those experiencing a mental health crisis.
But because the VA does not train the backup center employees or monitor the centers’ training requirements, the department has no way of knowing whether their training is sufficient, the report noted.
The Veterans Crisis Line was established in 2007 to address the growing problem of suicide among veterans and service members. It has fielded more than 2 million calls and is credited with saving more than 50,000 lives.
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