Internal controls (1 - 1 of 1 item) in Past Year
Veterans Crisis Line: Additional Testing, Monitoring, and Information Needed to Ensure Better Quality Service
GAO-16-373: Published: May 26, 2016. Publicly Released: Jun 27, 2016.
GAO found that the Department of Veterans Affairs (VA) did not meet its call response time goals for the Veterans Crisis Line (VCL), although extended call wait times were not common. VA's goal is to answer 90 percent of VCL calls at the VCL primary center within 30 seconds. Currently, calls not answered within 30 seconds route to VCL backup call centers; however, for 5 months of fiscal year 2015,...