WHITE HOUSE HOTLINE CONTACT CENTER FOR VETERANS
Rosetta Lue was appointed by VA Secretary, Dr. David J. Shulkin, as the Executive Director to lead the design and implementation of the first VA 24 hour non-emergency, non-clinical White House VA Hotline Contact Center project. Ms. Lue led the project management team to successfully launch the innovative Hotline COntact Center within 10-weeks and below project budget.
As a part of President Trump’s campaign, he promised to “Create a private White House hotline which will be active 24 hours a day answered by a real person. It will be devoted to answering Veterans’ complaints of wrongdoing at the VA and ensure no complaints fall through the cracks”. On October 15, 2017, the U.S. Department of Veterans Affairs (VA) partnered with the White House to establish a dedicated comprehensive Hotline where calls are answered by a live agent 24 hours a day; 7 days a week; 365 days a year. The White House Veterans Affairs Hotline is located in Shepherdstown, West Virginia, and is staffed with more than 60 agents who have undergone an extensive training. They are prepared to field requests for information, directory assistance within VA network of services, complaints, and utilizing advanced technology to provide the best possible assistance to Veterans and other callers. They continue to practice an immediate, warm hand off for at-crisis risk Veterans needing crisis services, such as the Veterans Crisis Line and the Homeless Veterans Programs. Ninety-three percent of the agents are either a Veterans, military family member, caregiver or survivor.
The White House VA Hotline is valuable to the Veterans by continuing to deliver services based on Trust, Emotion, Ease and Effective access. Furthermore,taxpayers and employees have benefitted by the implementation of efficient and cost-effective use of taxpayer funds and a standardized process and consistency of information across the VA. To date there have been approximately 27,000 inbound calls placed to the Hotline which 56% were related to healthcare, 40% related to benefits services, 9,103 concerns were captured and routed to appropriate department for resolution and 246 callers were transferred to the Veterans Crisis Line for assistance.
SERVICE TO THE CITIZEN AWARD WINNER
SENIOR ADVISOR FOR CONTACT CENTERS
DEPARTMENT OF VETERANS AFFAIRS