VA call center employees say unrealistic demands is hurting veterans

Published: May. 8, 2019 at 7:34 PM CDT
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People who work at a call center on the Topeka VA grounds are protesting, what they call unrealistic demands being placed on them by management.

National Call Center employees were on SW 21st with signs demanding change.

Employees told 13 NEWS they're instructed to limit calls with veterans to 5 minutes and 57 seconds.

Call center employees say that's not enough time to talk with veterans about issues ranging from billing, prescription refills to VA enrollment.

"That is totally wrong!" Our veterans deserve way more than 5 minutes and 57 seconds to get their issues resolved," said Kelli Ross, Pres., of Labor Union AFGE Local 906. "But to be pigeon hold and to thinking that if I talk to a veteran and service their needs I run the risk of being fired is ridiculous!"

Member services runs the call center as a separate entity from the VA Medical Center.

They tell 13 NEWS they set high performance standards to provide fast, accurate information and make no apology for that. Adding, service to veterans comes first.

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