[7][8][9] It is administered by the U.S. Department of Veterans Affairs in partnership with the Substance Abuse and Mental Health Services Administration.

The report detailed the case of an unidentified veteran with a previous history of PTSD and other mental health concerns that died by suicide after a call with the VCL due to improper risk assessment.

It also detailed the hotline's lack of protocols for saving text messages for potential future follow-up support.

Department of Veterans Affairs officials stated that staff would be retrained and process and procedure changes would occur as a result of this.

These issues specifically included a lack of supervisors, concerns of staff training, and the absence of emotional support for frontline hotline workers.