Watchdog Warns of Overstretched Veterans Crisis Line Workers

A recent report from the Government Accountability Office (GAO) indicates that responders at the Veterans Crisis Line (VCL) have occasionally managed two active text or chat conversations at the same time with veterans in distress. 

This practice may endanger both the safety of veterans and the well-being of responders. The VCL, operated by the Department of Veterans Affairs since 2007, offers round-the-clock assistance for veterans facing suicidal thoughts or emotional distress. In 2009, it broadened its offerings to include online chat, followed by the addition of text messaging in 2012.

Between fiscal years 2021 and 2024, the VCL handled approximately 3.8 million calls, texts, and chats. While calls continue to be the predominant method of communication, the rise in text message usage has been remarkably swift. 

This month's GAO report reveals that concurrent conversations took place in 8% of texts and 12% of chats, heightening the chances of “abandonments,” where veterans disengage before receiving assistance.

The GAO has expressed worries regarding intricate situations that involve callers who are abusive or threatening. Individuals without formal training have managed some of these complex scenarios, putting them at risk for psychological distress. 

A former crisis line worker highlighted the dangers of evaluating several suicidal veterans at the same time as a perilous approach.

As of March, there were 1,280 authorized positions for crisis responders, and officials indicated that these roles remain unaffected by the recent staffing reductions at the Department of Veterans Affairs. Nonetheless, the GAO cautioned that upcoming cuts might jeopardize the hotline’s capacity to deliver prompt and efficient assistance.

Amid congressional oversight, VA Secretary Doug Collins announced the reinstatement of 24 crisis line employees who had previously been placed on probationary terminations. 

In light of this, the GAO determined that the VCL has fallen short in properly assessing the risks associated with managing multiple veterans simultaneously or in designating untrained personnel for high-risk cases, resulting in an ambiguous understanding of the potential threats to veterans and responders.

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