[WASHINGTON, D.C.] – U.S. Senator Richard Blumenthal (D-CT), Ranking Member of the Senate Veterans’ Affairs Committee, and U.S. Senator John Boozman (R-AR) recently introduced the Veterans Crisis Line Support and Safety Act—bipartisan legislation that would improve mental health support and workplace conditions for Veterans Crisis Line (VCL) employees, many of whom are veterans themselves.

“Veterans Crisis Line employees do lifesaving work every day in the most difficult circumstances. Unfortunately, these workers often face emotionally challenging situations. Our bipartisan bill will provide these employees much-needed mental health services and increased workplace protections to ensure they are given the support and space they need to serve veterans,” said Blumenthal.

“The men and women providing instant and critical mental health support to veterans during some of their most difficult moments are an invaluable, life-saving resource. Many VCL employees are veterans themselves and understand the challenges those they serve are facing. I am proud this bipartisan legislation would ensure they have access to key tools and protections for their wellbeing ensuring assistance for veterans in crisis is not delayed or denied,” said Boozman.

The VCL provides a life-saving service for responding to veterans in crisis and is an important tool for preventing veteran suicide—offering 24/7 confidential assistance through call, text, or chat support. The Senators’ legislation was drafted with input from VCL employees who provided testimony about being harassed in their jobs and needing additional workplace protections given the sensitive and emotional hardships of their work. Full impact statements from VCL responders can be found HERE, HERE, and HERE.

“…[T]his work comes with a serious emotional and mental cost. In addition to supporting people experiencing suicidal thoughts, emotional distress, and other crises, I have endured racist comments, sexual harassment, hateful language, and threats from both civilian and Veteran callers…Being on the receiving end of this abuse is disturbing, degrading, and emotionally exhausting,” said Shonta Thomas, Vice President for AFGE Local 518, who is 10-year U.S. Navy veteran and VCL responder. “The cumulative impact of these interactions has contributed to mental burnout. It is difficult to absorb racist abuse, sexual harassment, or threats and then move into another crisis conversation that requires patience, compassion, and focused attention. The previous interaction does not simply disappear when the call ends. There is an emotional weight that comes with repeatedly being targeted while also carrying the responsibility of helping someone through a crisis.”

“I have dedicated years of service to the Veterans and Military Crisis Line and remain committed to supporting Veterans who reach out during moments of crisis. At the same time, supporting Veterans should not require frontline responders to absorb repeated abusive behavior without adequate protection, communication, training, or organizational support,” said a service-connected veteran who works as Veterans and Military Crisis Line responder. “Clear communication, appropriate training, consistent procedures, and meaningful protections for responders are essential to maintaining a safe and effective Crisis Line for both Veterans and the employees who serve them.”

“Responders are often expected to provide callers with the very things they may desperately need in their most vulnerable moments—respect, safety, emotional support, compassion, care, and reassurance. I believe responders deserve those same things in the workplace,” said another VCL responder. “I remain committed to the VCL mission and to serving Veterans. That commitment is precisely why I believe this conversation is necessary. Protecting responders is not a departure from the mission—it is an investment in the people who carry it out every day.  If we want responders to continue providing compassionate, effective, and consistent care, we must create an environment in which they are also afforded compassion, protection, support, and care.”

Among its many provisions, the Veterans Crisis Line Support and Safety Act would:

• Offer VCL employees free, confidential counseling and mental health care from licensed providers experienced in PTSD, trauma, and compassion fatigue;
• Establish peer support programs, critical incident stress debriefing, and annual resiliency/burnout-prevention training;
• Provide critical mental health services during and outside of scheduled work hours through VA and outside providers;
• Implement reasonable limits on VCL employees’ workload and shift duration;
• Require mandatory rest and recovery periods after high-risk or traumatic interactions;
• Designate dedicated staff for complex or disruptive cases; and
• Ensure staffing levels at the VCL are informed by data on the volume of calls and workforce assessments.

The Veterans Crisis Line Support and Safety Act is endorsed by the American Federation of Government Employees (AFGE) National Veterans Affairs Council.