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

4. Operational Overview VCL Topeka VCL Canandaigua VCL Atlanta
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
VCL Topeka
Established in 2018
81 employees

5. What happens when I call?

6. 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

7. 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.