VA Failed To Meet Call Response Time Goals, GAO Report Says

Law360, New York (June 27, 2016, 7:56 PM EDT) -- The U.S. Department of Veterans Affairs has failed to meet its call response time goals for a line to support veterans in emotional crisis, according to a report publically released by the U.S. Government Accountability Office on Monday, which said that the agency needs measurable targets.

In a 52-page report, the government watchdog said that although the VA has taken a number of steps to better monitor crisis line primary centers — where the call goes before a backup center — the agency has not developed measurable targets and time frames for its key performance indicators, such as the program's percentage...

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