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Veterans Crisis Line (VCL) Overview National Suicide Hotline Improvement Act of 2018

Learn about the Veterans Crisis Line (VCL) and its mission to provide world-class suicide prevention and crisis intervention services to Veterans, Service Members, and their families. Explore the VCL's operations, employee wellness programs, and community outreach efforts.

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Veterans Crisis Line (VCL) Overview National Suicide Hotline Improvement Act of 2018

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  1. Veterans Crisis Line (VCL) Overview National Suicide Hotline Improvement Act of 2018 Office of Mental Health and Suicide Prevention Veterans Health Administration

  2. MISSION To provide 24/7, world-class suicide prevention and crisis intervention services to Veterans, Service Members, and their family members VISION The VCL will always provide supportive, timely, high quality crisis intervention and connect Service Members or Veterans to the services of their choice to ensure that they never struggle alone VALUES Respect Compassion Integrity Commitment Safety Hope Excellence

  3. Operational Overview • VCL Topeka • Established in 2018 • 81 employees • VCL is a critical component of the Nation’s largest Integrated Suicide Prevention Network with linkage to over 400 Suicide Prevention Coordinators at every VA Medical Center for local follow-up within one business day. VCL has over 500 Responders and 70 Social Services Assistants who are caring, qualified, and ready to assist. • Comprehensive training and quality assurance programs with classroom training, on the job training, supervisor verification, and ongoing call monitoring for quality assurance to evaluate, coach, and continually improve service • An employee Wellness Program modified from SAMHSA’s 8 Dimensions of Wellness, with focus on Emotional, Social, Environmental, and Physical Wellness, supporting the readiness and resiliency of VCL staff • VCL Canandaigua • Established in 2007 • 346 employees • Chat/Text • VCL Atlanta • Established in 2016 • 368 employees • Text

  4. What happens when I call? https://www.youtube.com/watch?v=_jQb9xRvsbY

  5. VA Response to FCC Provided to Michelle Sclater of FCC on 28 January 2019 Highlights: • VCL Mission & Description • High Level Monitoring / Key Performance Indicators • Relationship with SAMHSA / V!brant Emotional Health • VCL Call flow Process • VCL Quality Assurance Plan • Overview of VCL’s ability to respond to Veterans • Oversight and Accreditation • Community Outreach and Engagement

  6. VA Response to North American Numbering Council (NANC), Numbering Administration Oversight Working Group (NAOWG) Provided to Robert McCausland of NANC on 22 March 2019 Highlights: • Responses to questions posed in regard to: • Projections* (including historical data and anticipated volume) • Interactive Voice Recording • 911 Shared-Use scenario • Mnemonic Value *Projections were based upon available information and could be inaccurate. Further analysis of sophisticated and collaborative forecasting data is necessary.

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