Overwhelmed VA crisis line staff managing concurrent texts and chats from veterans seeking help
In July 2022, the introduction of the 988 Suicide & Crisis Lifeline has significantly increased the visibility and accessibility of crisis services nationwide. While this development might indirectly impact the workload of the Department of Veterans Affairs' Veterans Crisis Line, specific data on the exact impact is not readily available.
The Veterans Crisis Line, a vital service for veterans in distress, has been handling a substantial number of contacts. As of early 2025, the Line has responded to over 787,000 contacts this fiscal year, including more than 125,000 chats and texts. This high level of engagement suggests a significant workload, although it does not directly address the impact of the 988 hotline.
To address staffing and workload challenges within the VA, several measures are being considered or implemented. These include addressing budget deficits, potential staffing adjustments to boost efficiency, and expanding roles and responsibilities through legislation like the PACT Act. While specific measures directly tailored to the Veterans Crisis Line in response to the 988 hotline are not detailed, these broader efforts are critical for maintaining robust services.
The Veterans Crisis Line employs more than 2,000 individuals, with about 1,500 being frontline responders. To manage the high volume of contacts, the Line has implemented technology to prevent web chats from becoming abandoned at times when crisis responders are not available. However, understaffing remains a problem, with responders being assigned a "minimum" of two texts or chats at a time.
The Line has faced challenges in handling complex cases and managing repeat callers. Some callers with complex needs reach out to the Line up to 40 times a day, requiring staff with non-specialized training to respond. The Line has also faced issues with callers exhibiting disruptive behavior, often due to legitimate crises they are facing.
To effectively address the workload and staffing challenges, it would be beneficial for the VA to closely monitor the impact of the 988 hotline and ensure that any adjustments to staffing or operations are aligned with evolving needs and available resources. The Line's responders, who are taking care of veterans, need to be protected and supported, as their work is one of the most difficult jobs in the VA.
Enhancing the mental health of veterans is a critical aspect of the health-and-wellness sector, which intertwines with the high volume of contacts the Veterans Crisis Line receives. The implementation of the 988 Suicide & Crisis Lifeline might influence the workload of the Veterans Crisis Line, necessitating the VA to closely monitor its impact and make necessary adjustments to maintain robust services in science-backed mental health support.
