Addressing the Complex Needs of Customers Who Contact the Veterans Crisis Line
Matthew C. Podlogar,
Honor S. Carolina,
MaryGrace Lauver
et al.
Abstract:Since its creation in 2007, the Veterans Crisis Line (VCL) has provided 24/7, confidential crisis support services for Veterans, Service Members, and their families, supporting the VA’s highest clinical priority of suicide prevention. As part of this effort, VCL created the Customers with Complex Needs (CWCN) program to manage the individual needs and operational impact of VCL customers who call at a high frequency, are abusive toward hotline staff, exhibit sexually inappropriate behavior, and/or make threats … Show more
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