WASHINGTON — Today the U.S. Department of Veterans Affairs (VA) announced that
the White House VA Hotline, first launched in June as part of President Donald J.
Trump’s commitment to reforming VA, is now fully staffed with live agents working to
serve Veterans 24-hours a day, 365 days a year.
The hotline, which became 24-hour operational in mid-October, is now staffed by a
team consisting of 90 percent Veterans or employees who have a Veteran family
member, and is in response to Veterans’ requests to talk to agents who could relate to
their experiences.
“The White House VA Hotline provides our nation’s Veterans with a direct,
dedicated contact line that allows them to interact with highly trained, live agents to
answer their needs and concerns,” said VA Secretary David J. Shulkin.
“Since the initial launch of the hotline in June, we listened to our Veterans, who
indicated that they prefer speaking with other Veterans and Veteran family
members, and we adjusted our hiring based on that feedback,” added Shulkin.
“We’re proud that the hotline is now staffed 24/7 by a team of mostly Veterans or
Veteran family members who have direct knowledge of their particular concerns
and can use their experience to address them in the best way possible with the
resources of the VA. This represents a true win-win for Veterans and their loved
ones.”
Since 24/7 coverage began in October, the hotline has served more than 10,000
callers.  Hotline agents answer inquiries, provide directory assistance, document concerns about
VA care, benefits and services, and expedite the referral and resolution of those
concerns. Agents undergo regular updates and training on VA services based on hotline
trends and are assisted by newly implemented tracking software to help VA capture and
improve its response, referral and resolution processes to best support Veterans.
The hotline can be accessed at 855-948-2311 and is VA’s first non-clinical, non-emergency around-the-clock call center. It provides Veterans a supplemental option to report issues if they are not being addressed through VA’s normal customer service channels.
The hotline’s agents are located at a VA facility in Shepherdstown, West Virginia.
Agents have access to a multitude of resources and contact information to help
Veterans. The hotline also generates real-time reports to VA experts who can help
address the specific issues of Veterans as well as make better-informed decisions
on where program improvements are needed.