"Transforming Veteran Care: The Alaska VA's Journey to Better Phone Service"

Veterans picked up the phone with simple needs; scheduling an appointment, asking a question, refilling a prescription yet too often encountered with endless loops, wrong numbers, or sudden disconnections. What should have been a straightforward call for care became a frustrating maze. Across townhalls, surveys, VSignals responses, and daily conversations, Veterans made one thing clear: this was more than an inconvenience. For many, especially those in rural or remote communities, it was a barrier to essential care. 

Staff felt the impact as well. Calls frequently landed in the wrong departments, creating cycles of apologies and redirecting instead of solutions. Veterans were bounced between Anchorage and Community-Base Outpatient Clinic’s (CBOC’s) without meaningful resolution. These inefficiencies consumed time, eroded morale, and underscored need for change. 

That did not come from a committee or national initiative, it started with two dedicated employees inside Alaska VA who chose to step forward. Mr. Colton Curtis, Facility SAIL Coordinator and acting Veteran Experience Office, Ms. Wendy Murray, Systems Redesign and Improvement Coordinator, took on the challenge directly. They began by listening to Veterans and staff, identifying barriers, and working across departments to rebuild the entire system. Their assessment found two central issues: an outdated and ineffective phone tree, and restrictions on VA Health Connect (VAHC) that limited its ability from directly scheduling appointment for Alaska Veterans, resulting in unnecessary delay and repeated callbacks. 

Their efforts were grounded in one simple principal: when a Veteran calls, they should have their needs resolved in one call or be seamlessly connected to someone who can help resolve the concern. This principle became the foundation of the Alaska VA’s Telephonic access improvement. 

The first step was correcting scheduling grids usings LEAN methodology, to review and correct compliance issues, eliminate outdates slots, and standardize grid layouts across service lines. Restoring the accuracy of these grids has allowed VAHC to schedule appointments directly for Alaska Veterans again, eliminating the long delays for callbacks. 

Technical innovation included working closely with the Alaska IT (Information Technology) Department, on installing a new (Automatic Call Distributor (ACD)  queues were designed to improve call routing and create a true “warm hand off” system. When VAHC count not resolve a call, Veterans were smoothly transferred to the appropriate local staff member without restarting the process. 

To ensure sustainable change, the team established monthly meetings with CAHC leadership, MAS Representatives, and local staff. These sessions provide a forum for feedback, monitor call data and troubleshooting and addressing issues in real time. Transforming improvements from one time fixes into ongoing practices. 

Over 18 months, changes were rolled out carefully and deliberately. Each phase includes trainings staff in advance, supporting them during the go-live, and structured debriefs to capture lessons learned. While challenges and resistance surfaced along the way, the team remained focused on Veterans at the center of decision made. That focus helped gain buy in and maintain momentum, and drive forward progress. 

The results indicate significant improvements. Approximately 85 percent of Veteran needs are now resolved on the first call. Missed contact alerts have decreased significantly. VSignals data show rising satisfaction, and town hall conversations have shifted from frustration to appreciation. Veterans have reported that what matters most is resolving their issues, which is now happening more frequently. 

Staff are also seeing improvements as well. Calls are routed more accurately, workloads better aligned and communication between VAHC and local Alaska VA Staff leading to stronger collaboration. 

The work continues, with the phone tree being streamlined to further improve and maintain monthly collaboration with VAHC to quickly address problems. As the Alaska VA prepare for future challengers, including a new Electronic Health Records, the lessons learned – accurate data, reliable systems, and Veteran-centered design – will guide it path forward. 

This initiative represents a cultural shift for the Alaska VA Healthcare System. It demonstrates that when the Veteran speaks, the Alaska VA Listens – and when frontline frustrations are elevated, they can fuel meaningful change. The telephonic system is now more accessible, reliable, and Veteran-centered than ever before. Improvements will continue, but one this is certain: when the Phone rings, the Alaska VA is ready to answer.