Veteran Service Organizations Voice Support for Rep. Calvert’s Stuck On Hold Act

The House Committee on Veterans' Affairs Subcommittee on Economic Opportunity recently held a legislative hearing on H.R. 6656, the Stuck On Hold Act, which was introduced by Congressman Ken Calvert (CA-41) last year. At the hearing, Veteran service organizations voiced their support for the bill. The Stuck On Hold Act would require the VA and Social Security Administration to implement a new and improved customer service telephone system that inform callers of their estimated wait times and, if the wait is estimated to be longer than 15 minutes, to give the caller the option of receiving an automated call back when it is their turn in line. The bill gives the agencies up to one year to implement the new system.

In her prepared testimony, Ms. Kristina Keenan, Deputy Director, National Legislative Service, Veterans of Foreign Wars (VFW) voiced her organization’s support for the bill:

“The VFW supports this legislation to require the Department of Veterans Affairs (VA) to improve each of its customer service telephone lines by implementing an automated system to inform callers of the anticipated wait time, and to automatically generate a return call to anyone waiting longer than fifteen minutes. It would also require VA to issue guidance on how to reduce overall caller wait times to fifteen minutes or less. The VFW recognizes the importance of this proposed improvement to VA telephone lines to better serve callers and ensure they connect with a VA professional to address their needs.”

In his prepared testimony, Mr. Marquis Barefield, Assistant National Legislative Director, Disabled American Veterans (DAV) for the bill:

“The Veterans Benefits Administration (VBA) is responsible for processing veterans’ claims and appeals for myriad benefits and services. In 2022 alone, VBA completed more than 1.7 million disability compensation and pension claims. As of March 1, 2024, VBA had 992,344 pending claims. With these high numbers, veterans should not have to wait on the phone for an extended period of time to receive assistance or the latest information about their claims or appeals. VBA has estimated that one claim generates eight separate contacts to the call centers. This means that VA could expect eight million calls yet this year. DAV proudly supports H.R. 6656, the Stuck On Hold Act, in accordance with DAV Resolution No. 220, which calls on Congress and VA to support significant and meaningful processes to reform VA’s overall workloads.”

“I want to thank Chairman Van Orden, Ranking Member Levin, and members of the Subcommittee on Economic Opportunity for holding today’s hearing on my legislation, H.R. 6656, the Stock on Hold Act,” said Rep. Calvert. “I believe all of us share a bipartisan belief that veterans, seniors, and all Americans deserve the most convenient service possible when they call a federal agency looking for assistance. Veterans should not be left on hold praying that someone answers their call. Let’s give them some peace of mind. Let’s free them up to spend more time doing something more enjoyable and productive than simply being stuck on hold. I look forward to working with the committee to advance this legislation.”