Review of Contracted Backup Services for the Veterans Crisis Line

VA Office of Inspector General · Report 23-03464-146 · September 1, 2026 · Office of Audits and Evaluations

What the OIG found

The OIG examined a $32.5 million contract meant to provide backup answering for the Veterans Crisis Line, including handling at least 10 percent of calls and all calls in an emergency. It found VA paid about $11.2 million for backup services that were never delivered after the original subcontractor stopped work and a replacement could not start because it had not met federal security requirements, lacked enough staff, and had not trained responders to contract terms. VA officials learned of the problems within months but kept approving payments for nearly a year. The OIG questioned the full $11.2 million and recommended the Office of General Counsel decide whether VA should recover it, and that VA improve how it sets and verifies information system security requirements for contracts involving sensitive information.

Who it concerns

Veterans Crisis Line (VCL) contracted backup call responder services

Why it matters to a family

The Crisis Line is a 24/7 lifeline for veterans in crisis regardless of enrollment or discharge status, so families depend on backup coverage actually existing when call volume surges or an emergency hits.

The official report

The OIG’s report page · Full report (PDF)

Summary ours; the report is the OIG’s. Read it at vaoig.gov →