VA To Improve Veterans Crisis Line Performance To Meet Response Time Goals

The Department of Veterans Affairs (VA) is taking steps to improve and monitor the performance of the Veterans Crisis Line (VCL) in regards to criticism of its response time for calls and text messages. By October 2016, the VA anticipates it will have implemented an updated call monitoring program that meets the standards of the American Association of Suicidology. Other planned changes include: a formal quality assurance program and implementation plan that includes silent monitoring, complaint and compliment tracking, end-of-call satisfaction measurement, and a formal coaching plan. The quality management plan includes a database for tracking, trending, and . . .