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Characterization of Veterans Who Contact the National Call Center for Homeless Veterans
Ann Elizabeth Montgomery1, Aerin J deRussy, Joshua S Richman
1Author Affiliations:US Department of Veterans Affairs (VA) Birmingham, AL VA Health Care System, Birmingham, Alabama (Dr Montgomery, deRussy, Dr Richman, Dr Kertesz); University of Alabama at Birmingham (UAB), School of Public Health, Department of Health Behavior, Birmingham, Alabama (Dr Montgomery, Pandit); UAB, Heersink School of Medicine, Department of Surgery, Birmingham, Alabama (Dr Richman); VA, Center for Health Equity Research and Promotion, Crescenz VA Medical Center, Philadelphia, Pennsylvania (Dr Dichter); School of Social Work, College of Public Health, Temple University, Philadelphia, Pennsylvania (Dr Dichter); UAB, Heersink School of Medicine, Department of Preventive Medicine, Birmingham, Alabama (Dr Kertesz); South Central Mental Illness Research and Education Center & Southeast Louisiana Veterans Health Care System, New Orleans, Louisiana (Dr True); Louisiana State University Health Sciences Center, New Orleans, Louisiana (Dr True); VA, Salt Lake City, Utah (Dr Nelson); University of Utah, Division of Epidemiology, Salt Lake City, Utah (Dr Nelson); National Center on Homelessness among Veterans, VA Central Office (Dr Tsai); and San Antonio Campus, University of Texas Health Science Center at Houston, Texas (Dr Tsai).
Abstract:
The National Call Center for Homeless Veterans (NCCHV) is available 24 hours/7 days a week to connect Veterans experiencing homelessness or risk with information, referrals, and linkages to Veterans Affairs (VA) and community-based services. This study describes characteristics of call center contacts (n = 251 668) with Veterans during 2019-2023, including demographics, identified social needs, and contact outcomes. The majority of contacts were made by Veterans themselves (vs third party) and most frequently resulted in NCCHV referring the Veteran to their local VA Medical Center; most Veterans who contacted NCCHV had previously used VA healthcare. This study offers insights into which Veterans may need additional attention to connect to VA care and those who remain at high risk of housing instability after connecting with VA. Future work should assess how Veterans are linked with care, with the goal of improving the response to Veterans' needs and guide strategies to prevent homelessness.
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