Senate hears testimony about rising workload, inadequate support, and risks to veterans in crisis.
The Government Accountability Office (GAO) reported that the Veterans Crisis Line faces operational strains as it has experienced growing demand. Administrated by the Department of Veterans Affairs (VA), the responders working the 24-hour crisis line have been overwhelmed by the increase. The responders are sometimes required to simultaneously manage multiple suicidal veterans via text or chat, increasing the risk for veterans during concurrent interactions that delay or abandon initial responses.
The GAO stated, “The VCL has not adequately assessed the risk of these procedures, and as a result, the extent to which they could put veterans at risk and result in responder burnout is unknown.”
At a Senate Veterans Affairs Committee hearing, former crisis line staff shared concerns about the prioritization of productivity over the quality of care, the absence of clear procedures for handling abusive or frequent callers, and a lack of specialized support. The crisis line, which handles approximately 90,000 interactions monthly, is operating with limited oversight despite receiving a $306 million budget in 2025.
Senators Jerry Moran, Richard Blumenthal, and Maggie Hassan stressed the need for more staff, better technology, and stronger procedures to ensure safe, effective communication.
“We need to be doing a better job,” VA Deputy Assistant Undersecretary Dr. Thomas O’Toole acknowledged, adding the VA is handling problems identified by the GAO through better training and “formalizing” methods, among other solutions.
As the Lord Leads, Pray with Us…
- For Secretary Doug Collins to seek God’s wisdom as he heads the VA.
- For Deputy Assistant Undersecretary O’Toole as he responds to the findings of the GAO.
- For members of the Senate Veterans Affairs Committee as they seek to ensure quality care for U.S. veterans.
- For the current and former active-duty military personnel who are struggling with mental health.
Sources: Stars and Stripes, Task and Purpose
