Initial results of operating a new hotline have convinced the VA to “target highly qualified Veterans to staff the hotline going forward, instead of contracting the service to a third-party vendor,” the department has said.
It said that hiring additional in-house personnel will delay by about two months, to mid-October, plans to turn the White House Veterans Complaint Hotline into a 24-hour operation. The hotline–which aims to direct veterans to services available to them and work to resolve problems that arise–was launched June 1, operational during normal business hours.
The test period “has demonstrated that veterans calling the hotline respond best when their calls are answered by fellow veterans and others with first-hand experience on their issues.”
By doing its own hiring, the VA will be able to apply the government’s hiring preferences for veterans that might not apply for a contractor.