VA Merges White House Hotline With Main Call Center

VA Merges White House Hotline With Main Call Center
Rapeepong Puttakumwong/Getty Images

The VA merged the White House Hotline with the department’s toll-free information line, 1-800-MyVA411 (1-800-698-2411), on Nov. 3, providing veterans with a single access point for VA health care, benefits, and services, and for resolving their concerns.

 

The White House Hotline launched in 2017 to give veterans and their families a direct line to report VA complaints. In 2020, the VA announced plans to establish 1-800-MyVA411 as the lone access point to all VA contact centers. MyVA411 launched later that year and has remained VA’s main call center for incoming calls, significantly outpacing hotline calls since its launch.

 

The White House hotline was staffed 24 hours a day, 365 days a year, by live agents. Callers to 1-800-MyVA411 also can connect with a live agent at any time, any day, by pressing “9.”

 

[RELATED: New VA Health Chief Discusses Priorities With MOAA, Other Veterans Groups]

 

The consolidation will make it easier for veterans to access information and services, VA officials said, and it will not impact the level of services or the importance VA places on addressing veterans’ concerns. The VA expects the integration to greatly increase awareness of services and allow callers to share their concerns or ask questions.  

 

The VA briefed veterans service organizations on the MyVA411 contact center integration in October; preparations for the integration began after the PACT Act became law. The integration is intended to:

  • Improve accessibility for veterans and their families to share concerns and recommendations with the VA through a single, easy to remember phone number.
  • Increase awareness of the option to share concerns with VA services for those not previously aware of the separate hotline number.
  • Continue to make it easier for veterans and their families to get information and access their earned VA benefits and care, especially related to the PACT Act.
  • Eliminate confusion around the hotline name, as customers inaccurately assume it is located at or operated by the White House.

 

The VA continues to add call center and support staff to enhance service delivery and reduce wait times for veterans and their families. The department is encouraging MOAA members, servicemembers and veterans, their families, caregivers and survivors, along with other veteran service organizations, to promote MyVA411 and spread the word that 1-800-MyVA411 is the preferred contact option for information about all manner of VA issues: Homeless assistance, PACT Act or other veterans health care information, benefits information and services, and much more.

 

Veterans and loved ones in crisis can continue to dial 988 and press “1,” text 838255, or visit www.veteranscrisisline.net for immediate 24/7 support.

 

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About the Author

Cmdr. René Campos, USN (Ret)
Cmdr. René Campos, USN (Ret)

Campos currently serves as MOAA's Senior Director of Government Relations, managing matters related to military and veterans’ health care, wounded, ill and injured, and caregiver policy.