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Addressing the Complex Needs of Customers Who Contact the Veterans Crisis Line
Matthew C Podlogar1, Honor S Carolina1, MaryGrace Lauver1
1Department of Veterans Affairs, Veterans Crisis Line, Office of Suicide Prevention, VA Central Office, Washington, DC, USA.
Crisis
|September 10, 2024
Summary
The Veterans Crisis Line (VCL) program for Customers with Complex Needs (CWCN) reduced high-frequency caller volume. This initiative supports suicide prevention for Veterans and Service Members.
Area of Science:
- Mental Health
- Crisis Intervention
- Public Health
Background:
- The Veterans Crisis Line (VCL) provides 24/7 crisis support for Veterans, Service Members, and families.
- The VCL established the Customers with Complex Needs (CWCN) program to manage high-risk callers.
- CWCN addresses callers with frequent calls, abusive behavior, or threats, impacting operational efficiency.
Purpose of the Study:
- To describe the VCL CWCN program and its customer characteristics.
- To analyze the impact of the CWCN program on call volume and operational efficiency.
- To discuss challenges and future directions for crisis line management.
Main Methods:
- Analysis of VCL call data from 2012 to 2022.
- Inclusion of operational data for 1,096 CWCN customers (October 2017 - December 2020).
- Assessment of CWCN customer call volume as a percentage of total VCL volume.
Main Results:
- CWCN customers represented 0.4% of distinct callers and 22.1% of total call volume in 2020.
- CWCN program implementation correlated with reduced average individual call volume for high-frequency callers.
- No significant change in call volume was observed for non-high-frequency callers.
Conclusions:
- The CWCN program effectively reduced call volume among high-frequency users.
- The program's success highlights strategies for managing complex needs in crisis support.
- Findings offer insights for other crisis lines facing similar operational challenges.
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