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V.A. Inspector General Says Problems at Call Center Risk Veterans’ Lives

The VA Call Center is not outsourced and its clerical staff salaries are in the low to mid $30K range. A large percentage are veterans. The entire report is at http://www.va.gov/oig/pubs/VAOIG-11-03074-57.pdf It talks about how the problem came about when the call center staffing was increased in order to address response times and there was a gap in getting the new staff trained up.
— February 16, 2012 10:50 a.m.

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