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VHA National Call Center - Health Resource Center


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Notable Accomplishments


Health Resource Center Accomplishments

1st Quarter FY 2014 (October 1, 2013 thru December 31, 2013)


HRC Payroll implemented the new VA Time and Attendance System (VATAS) to replace the legacy ETA timekeeping system within the Veterans Health Information Systems and Technology Architecture (VistA) for Station 702. VATAS is an automated, centralized, web-based time and attendance system that provides employees real-time tracking of their leave and premium pay requests, 24/7 accessibility from any computer, and point and click user interface capabilities.


HRC Payroll created a customer feedback mechanism to capture feedback from customers who have been in direct contact with HRC Payroll staff. The survey is a link on all HRC Payroll employees’ signature blocks designed for customers to provide feedback on HRC Payroll’s customer service and overall performance. The survey enables HRC payroll to identify various opportunities for improvement so they may continue to meet customer expectations.


The HRC Topeka, KS location completed Phase 1 of the renovation project on October 18, 2013. Renovations provide improved lighting, sound reduction, new heating & air, a dividable conference room, a new elevator, two state of the art training rooms, a handicapped accessible entrance, a new generator/generator building, and a ground floor addition for a lunch room, Office of Information Technology (OIT) supply area, building storage and logistics office that will be completed in later phases. All staff moves were completed and Phase 2 of the renovation project is underway. Phase 2 renovation is expected to complete by mid-March. The entire renovation project is expected to be completed by winter of 2016.


HRC’s Travel Department successfully completed the Guidance and Oversight of Government Purchase Card (GPC) project. The project focused on the development of standardized guidance, reporting, and tracking policies and procedures to ensure GPC compliance. Specifically, funding requirements, records of purchase, reconciliation of payments and orders, avoidance of fraud, and waste and abuse of purchases were addressed within the project.


The HRC Knowledge Management (KM) Department developed two small, 1-2 minute surveys within the Knowledge Base (KB) scripts used by HRC contact representatives to address questions from Veterans and their family members regarding the VA Dental Insurance Program (VADIP) and the Affordable Care Act (ACA). The intent was to create a mode of communication for HRC contact representatives to provide KM staff with valuable feedback about these two high profile initiatives. The captured comments, input, and observations from the VADIP and ACA KB surveys were used to:


·         Improve ACA and VADIP business processes

·         Improve scripts used to answer questions received at the HRC about ACA and VADIP

·         Analyze pending customer resolutions, and to

·         Ultimately improve our callers’ experience.


The Health Resource Center’s Pharmacy Customer Care (PCC) department distributed Customer Satisfaction surveys to VISN Pharmacy Executives (VPEs), Pharmacy Chiefs, and VA End Users (Pharmacy Technicians). Based on survey results, PCC hosted a series of town hall meetings the last quarter of FY13 to provide staff working at VA facilities supported by PCC services an opportunity to ask questions, discuss issues, present ideas and engage in an open dialog with PCC leadership and frontline supervisors. PCC developed a set of best practices and lessons learned from the survey results and shared these with facility staff during the meetings. PCC continues to focus on identifying ways to improve customer satisfaction for the Veterans they serve and the internal customers they support.


In early November, the Health Resource Center’s (HRC’s) Help Desk contact center was fully implemented. HRC’s Help Desk now supports the Department of Veterans Affairs My HealtheVet website and the Department of Veterans Affairs (VA) and the Department of Defense’s (DoD) joint website, eBenefits as well as VA Mobile Applications through phone and email contacts. The Help Desk supports Veterans, family members, caregivers and partners accessing the portals and applications with basic Tier I support (resetting user names and passwords, troubleshooting account access problems, and registration problems) and more advanced Tier II support that may require research and escalation to the Tier III Development teams.  


Support for the Women Veterans Call Center began November 12, 2013. Employees from the Health Resource Center’s Health Benefits department return calls to women Veterans interested in hearing more information about available health care for women within the VA and receiving support and guidance on how to enroll into VA Health Care.


Health Resource Center Accomplishments

Fiscal Year 2013 (October 1, 2012 thru September 30, 2013)


In Fiscal Year 2013, the Health Resource Center (HRC) handled more than 5 million contacts from Veterans and family members via phone, web chat, secure messaging and emails.


On March 18, 2013 the newly redesigned Veterans Patient Statement rolled-out publicly to Veterans. Health Resource Center staff in the Resolution Management department and the Public Affairs Office worked together with other Chief Business Office employees and the Austin Information Technology Center to redesign the billing statement Veterans receive for VA services. The statement was redesigned to provide an easy to understand layout to assist Veterans understanding of their VA charges. Additionally, Veterans are provided informed on convenient payment options, including easy and secure online payments.


In May 2013, the Health Resource Center (HRC) participated in the 3rd Annual nationwide VA2K, an initiative to promote VA employee health and wellness and in support of Veterans experiencing homelessness.


The HRC Topeka, KS facility placed: 

·         1st in the 2013 VA2K Participation Award for sites with 500-1,499 employees, with a total participation rate of 59.45%.

·         2nd in the 2013 VA2K Largest Donation Award for sites with 500-1499 employees, with a donation total of $11,632.

·         2nd in the 2013 VA2K Most Unique Award, available for all VA sites.


The HRC Waco, TX facility collected an estimated $3,936 worth of donated items for VA2K 2013. They participated in the 2K walk alongside Central Texas Health Care System, and placed 1st in the 2013 VA2K Participation Award for sites with 1500+ employees.


To improve customer service to Spanish speaking Veterans, the Health Resource Center implemented a Spanish option on the First Party Interact Voice Response (IVR) for VISN 8 and VISN 18 on May 23, 2013. The new option allows Spanish speaking Veterans to bypass options on the IVR and quickly connect to a contact representative who will contact the Tele-Interpreter for assistance.


The Health Resource Center rolled out customer support for the Veteran Re-entry Search Service (VRSS) and Homeless Management Information System (HMIS) software on June 15, 2013. The software was developed to assist Correctional Facilities and Grantees in identifying Veterans at risk of homelessness.


In November 2013, the Health Resource Center’s Pharmacy Customer Care department provided disaster support to VISN 3 by handling Veteran pharmacy calls during Hurricane Sandy.


During FY13, the Health Resource Center’s Metrics team released a new Metrics SharePoint site. The new SharePoint site allows internal and external customers the ability to access their respective reports at any time. The goal of the revamped site is to provide customers a user-friendly and intuitive site to retrieve needed data.