HR-5992-119
Referred to the Subcommittee on Economic Opportunity.
Sponsored by Ken Calvert (R-CA)
What it does
This bill would require the Department of Veterans Affairs (VA) to add automated features to its customer service phone lines, including informing callers of their expected wait time and offering a callback option when wait times exceed 10 minutes. The VA would also be required to issue internal guidance aimed at reducing average phone wait times to no more than 10 minutes.
Who benefits
Veterans who contact the VA by phone — estimated at tens of millions of calls annually — particularly those with disabilities, limited mobility, or transportation barriers who rely heavily on phone access. Elderly veterans who may have difficulty navigating online or in-person alternatives. Veterans in rural areas with limited access to VA facilities. Caregivers and family members who call on behalf of veterans. VA staff who may benefit from more evenly distributed call volume through the callback system.
Who is hurt
VA contractors or vendors currently providing phone infrastructure who may face costs to upgrade or replace existing systems. Taxpayers who would bear the cost of implementing and maintaining the new automated systems, though no specific appropriation is included in the bill. Veterans who prefer speaking directly to a live agent immediately may find automated systems less responsive to complex needs. VA administrative staff who would need to implement new guidance and potentially restructure call center operations.
Supporters argue
Supporters argue that long, unpredictable hold times create a real barrier to care for veterans — particularly those managing service-connected disabilities or mental health crises — and that basic callback technology is already standard practice in private-sector customer service. They contend that requiring the VA to publish wait-time guidance creates accountability and measurable benchmarks, addressing a documented pattern of poor phone access that has been flagged in VA Inspector General reports.
Opponents argue
Opponents argue that mandating a specific wait-time target through legislation, rather than through VA management and appropriations, may be an unfunded mandate that sets unrealistic expectations without providing the staffing or funding needed to meet them. They contend that the bill addresses a symptom — long hold times — without tackling root causes such as VA staffing shortages and call volume, and that technology upgrades alone cannot substitute for adequate personnel resources.