|Title:||Audit of VHA's National Call Center for Homeless Veterans|
|VA Office:||Veterans Health Administration (VHA)
|Report Author:||Office of Audits and Evaluations
Veterans Health Administration’s (VHA) National Call Center for Homeless Veterans (the Call Center) is VA’s primary vehicle for communicating the availability of VA homeless programs and services to veterans and community providers. OIG has assessed the effectiveness of the National Call Center for Homeless Veterans in helping veterans obtain needed homeless services. We determined that Homeless and at-risk veterans (Homeless Veterans) who contacted the Call Center often experienced problems either accessing a counselor and/or receiving a referral after completing the Call Center’s intake process. Of the estimated 79,500 Homeless Veterans who contacted the Call Center in fiscal year (FY) 2013: Just under 21,200 (27 percent) could only leave messages on an answering machine—counselors were unavailable to take calls; almost 13,000 (16 percent) could not be referred to VA medical facilities—their messages were inaudible or lacked contact information; and approximately 3,300 (4 percent) were not referred to VA medical facilities, despite having provided all the necessary information. Referred Homeless Veterans did not always receive the services needed because the Call Center did not follow up on referrals to medical facilities. Of the approximately 51,500 referrals made in FY 2013, the Call Center provided no feedback or improvements to ensure the quality of the homeless services. We noted that 85 percent of the 60 veterans’ records we reviewed lacked documentation to prove the veterans had received needed support services. Finally, the Call Center closed just under 24,200 (47 percent) referrals even though the VA medical facilities had not provided the Homeless Veterans any support services. In total, we identified 40,500 missed opportunities where the Call Center either did not refer the Homeless Veterans’ calls to medical facilities or it closed referrals without ensuring Homeless Veterans had received needed services from VA medical facilities. We recommended the Interim Under Secretary for Health stop the use of the answering machine, implement effective Call Center performance metrics to ensure Homeless Veterans receive needed services, and establish controls to ensure the proper use of Call Center special purpose funds. The Interim Under Secretary for Health concurred with our recommendations and provided responsive action plans. We will follow up on these actions.