Letter to the Honorable Robert A. McDonald, Secretary of the Department of Veterans Affairs - Call to Clarify Standards for Staffing Veterans Crisis Line

Letter

Dear Secretary McDonald:

Our veterans have made many sacrifices in service to our great nation. They have earned and deserve our thanks and support as they transition from service to civilian life. Unfortunately, many have struggled and not received the support they need. The Department of Veterans Affairs (VA) data shows 20 veterans commit suicide each day.

The Veterans Crisis Line (VCL) was created to help and support veterans struggling with emotional and mental health crises. Yet, veterans' calls, text messages, and other communications to the network have gone unanswered. This happened to a veteran in my district. Two separate reports by the VA Office of Inspector General (OIG) and the Government Accountability Office (GAO) showed my constituent's experience was not isolated - but part of a larger problem caused, in part, by a lack of procedures and processes for VCL employees to follow. Though the VA has promised to fix these problems, they remain.

Furthermore, I have been made aware of an additional concern the VA or contractors may be utilizing workers outside of the United States to staff the VCL phone lines. The VA must ensure its decisions positively impact veterans - particularly when it comes to mental health assistance. I am concerned by these allegations and how potential outsourcing and contracting VCL operations may impact our vulnerable veterans.

What process does the VA utilize when considering and signing a contract with any potential company or organization to staff the VCL?
Is the VA or contractors outsourcing VCL operations or backup centers to foreign countries? Is the VA or contractors permitted under the law to do so?
What metrics, if any, does the VA use to gauge successes and failures of the VCL, any potential outside contractors, and backup centers?
What factors are considered during the contracting process for VCL and backup center operations (i.e. mental health training, other work in counseling, veteran employment within the company)?
If the VA is outsourcing VCL operations or if the contractors are doing so, has the VA looked into the response of veterans who are being assisted by foreign workers?

Our veterans deserve the best care our country can provide. To that end, I respectfully request a response to these questions within 60 days to help further our shared goal of assisting our veterans in need.

Sincerely,

David Young

Member of Congress

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