How To Complain About Poor Service At Va

Yesterday, in his first "state of the VA" address, Veterans Diplomacy Secretary David Shulkin promised reporters that the White House's planned veterans' complaint hotline would be up and running June i. Indeed, the number — 855-948-2311 — went live this morning, and as a journalist and Marine veteran, I figured I'd give it a band.

I didn't take any specific complaints to order — beyond the usual vet gripes — but was curious who might lurk on the other end of that line, what questions and concerns they might face up, and how they'd prepared for the coming onslaught.

Having dealt with VA in the past, I expected a 15 to 20 infinitesimal expect, or longer, interrupted by a few boundless leaps from extension to extension and some bad hold music, earlier finally reaching an overworked operator.

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That didn't happen. After about two minutes, I was speaking with Carlos Robinson, an Army veteran who's worked at the VA for the last 17years, handling calls and profitable veterans with their claims. After forking over my first and last name, Social Security number, and period of service, I confessed that I wasn't lodging a complaint. "I wanted to know who was on the other end of the line," I said, "and why."

But beginning, Robinson had to get through some basic talking points. The hotline, he said, was established past President Donald Trump to assist veterans with specific VA-related concerns. The VA reps on the other end of the telephone were in that location to get vets answers to their questions and concerns within two weeks.

Once that spiel was out of the way, we just talked.

Robinson started out doing this kind of work at a VA centre in Louisiana, manning its phones in the late '90s. He's spent a number of years as that first point of contact for vets and their families, and when he heard near the new hotline, he volunteered.

"I wanted to actively do something to show some results for veterans," he told me.

Robinson said he and the other operators, half of whom are vets like him, had quite a few calls past the time I rang, around ten:30 a.m. EDT: Robinson had responded to a few complaints and at to the lowest degree one veteran who, well, he wasn't described equally being angry, but he was ready to speak his mind. Which is probably fair, considering it'southward a complaint line.

About of the calls had been specialized inquiries based on a veteran's disabilities, or came from those who were interested in hearing more about specific VA programs available to them, Robinson said.

"I have a pretty skilful background for this, and information technology doesn't hurt that I'thou a veteran, also," he said.

The hotline'due south birth, VA Secretary Shulkin made clear yesterday, is a soft launch, and it cost roughly $190,000 to set, according to Military Times. The line will be fully staffed with 24/vii live operators by mid-Baronial, Shulkin said.

Earlier hanging upwards, I asked Robinson about the rumor that President Trump might pop in to take a call.

"I don't recall that has happened every bit of this morning," Robinson chuckled, earlier calculation, more seriously this time that "he tin pop in, though."

James Clark