VA Police Dispatch: A Literal Lifeline for Veterans in Crisis

Dispatchers are trained to de-escalate crises using active listening techniques gathering critical information, and connecting Veterans to necessary resources. VAPD Dispatcher Lead Lesaie Brown has received specialized crisis intervention training that supports her and the rest of the dispatch team in these pivotal moments.

“You have to have patience, you have to be a listening ear, and you have to have a passion for this,” said Brown, who spent nearly 20 years as an alarm dispatcher before coming to VAPD. “I will go through whatever I can to save a Veteran.”

Brown and the dispatch team are the first line of defense for Veterans and staff across the VA Greater Los Angeles Healthcare System (VAGLAHS) who call VAPD for assistance.  

And saving Veterans from suicide is just one part of what this team does. They’re an essential arm of VAPD’s work to protect Veterans, staff, and guests at West Los Angeles VA Medical Center and the other 10 clinic locations across 20,000 square miles of greater LA.

‘You Have to Have a Passion’

VAGLAHS VAPD Chief Christopher LeDuc, a Navy Veteran who started leading the team in November 2024, said that the term “dispatch” isn’t nearly descriptive enough to encompass everything Brown and her counterparts do. He calls their headquarters an “emergency communications center.”

“I think it’s overlooked how critical they are,” said LeDuc. “For somebody who needs help, the first person they interact with is a dispatcher. They set the scene for success.”

While Brown and team help Veterans who call VAPD directly, they also help Veterans who call the national Veterans Crisis Line (988).

If the Veteran calls 988 and is located in Los Angeles, that individual is often transferred directly to VAPD for help. Other times, the Veterans Crisis Line team works with VAPD to find out information about the Veteran.

The team’s role is to ask key questions to identify who the Veteran is, where they are, whether there are any weapons at the scene, and other important details depending on the situation. Then, officers take that information and physically go look for the Veteran. Many times, they’ve saved lives.

“You have to have a passion for it, and you have to care,” Brown said of her work, adding that all of VAPD is deeply dedicated to VA’s ICARE values: Integrity, Commitment, Advocacy, Respect, and Excellence.

Ultimately, the emergency communications team helps ensure the safety of the entire West LA campus and other sites of care, said LeDuc. And while they’re answering calls, they’re also checking on officers, checking cameras, and handling complex and stressful situations.

“It’s not just a singular person picking up the phone,” LeDuc added. “It’s an ecosystem that they’re managing.”

11 Locations, 5 Counties, 20,000 Square Miles

In addition to managing all emergency calls, VAPD has a vast and expansive footprint across the healthcare system – even when it’s not clearly visible.

“There’s not a whole lot we don’t touch,” said LeDuc. “We are one of the most integrated service lines in the healthcare system. From housekeeping to engineering to construction ... we have a lot of not-so-obvious roles to play in a lot of different areas.”

VAPD’s teams are many and include Vehicle Patrol, Bicycle Patrol, Traffic Enforcement, Criminal Investigations and Narcotics Enforcement, and Veterans Mental Evaluation Team (VMET), among others. They have 61 full-time officers across VAGLAHS, with plans to significantly increase the force and add more specialty teams.  

LeDuc is all about supporting his team to do their best, particularly as the West LA campus transforms into a first-of-its-kind community for Veterans. “Our team has been asked to manage a challenge that there’s no real blueprint for,” he said.

Many drive long distances to work and make personal sacrifices to be officers of VAPD, said LeDuc. And many are Veterans themselves, bringing a special understanding to the job.

“They truly believe in the success of every Veteran, and with every Veteran they come in contact with, they go above and beyond to help them better their situation,” said LeDuc. “And they do so with an incredible amount of dedication and professionalism.”

‘What Are We Going to Learn from This?’

VAPD is also constantly looking for ways to evolve and improve, said LeDuc. While many VA Police Departments across the country are primarily focused on protecting healthcare facilities, the VAGLAHS VAPD team is also responsible for overseeing a unique and growing residential community. 

Between the 729 units of permanent supportive housing (and counting), the Domiciliary Mental Health Residential Rehabilitation Treatment Program, and the Community Living Centers (or VA Nursing Homes), there are nearly 900 Veterans living at West LA VA. With this growth, VAPD is becoming an increasingly critical presence on a rapidly changing campus.  

They respond to mental health crises, substance use - related calls, and other situations where ensuring both psychological and physical safety is critical – not only for Veterans, but also for staff and others who serve on campus.

“We’re in a very unique position. There are a lot of challenges,” said LeDuc. “But every time we face something new, we ask ourselves: what are we going to learn from this? And how can we improve our capabilities?”

The team is actively developing new community-focused initiatives to meet the evolving needs of the West LA campus and the Veterans who call it home.

Recently, the team launched a monthly Coffee Social with VAPD event at the West LA VA Peer Center, creating a welcoming space where Veterans can connect with officers, ask questions, and share ideas about how to make the community safer and more supportive for everyone.

“It’s not so much about policing,” said Brown. “We’re focused more on trying to offer Veterans resources to get them the help they need.”

With VAPD touching so many different areas across the healthcare system, they can really impact the success of VA, said LeDuc.

“Positive influence spreads; you can create big change from small interactions.”

Brown echoes that same commitment. The VAPD team is committed to being a positive force for Veterans and staff across the healthcare system – and she’s proud to be a part of it.

“I take pride in what I do, and I care,” said Brown. “For me, it’s a piece of cake.”

There’s much ahead for VAPD and the West LA VA campus – and LeDuc and his team are ready to meet the challenges.