The easier to remember, three-digit 988 Suicide Prevention Hotline number was expected to increase the volume of calls to the hotline. When veterans call in, they can press 1 to reach the Veterans Crisis line run by the Veterans Administration.
Since 988 started, the call center has taken more than 1.6 million calls, 236,000 chats and 154,000 texts, which is a 27% increase over the first two years.
The Department of Veterans Administration predicted it could see up to a 154% increase in volume before the new line debuted and began hiring staff prior to that, according to the VA Inspector General.
While VA prioritized hiring front-line employees to handle the volume, the number of supervisors did not keep pace. The ratio of full time staff to supervisors ballooned from a 10 to one ratio to 20 to one over two years, according to a new report.
Supervisors on the hotline are social scientists who help train and monitor frontline staff. They are responsible for modifying the process when there is an incident involving a veteran.
The lack of supervisors impacts training and call oversight. The report also found that 28% of front line staff were not aware that they were eligible for counseling and care after handling difficult calls, called postvention counseling.
“Front line staff are exposed to potentially traumatic experiences when dealing with veterans in crisis,” according to the report’s recommendations. “Staff would benefit from increased awareness and training regarding postvention resources.”
Despite the attention from the VA, the suicide rate among veterans remains above the national average.
If you or someone you know needs help or is in crisis, please dial 988 on a phone or visit the 988 Lifeline online.
