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Getting Help from the Veteran Support Team

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The Veteran Support team provides Tier 2 and Tier 3 services for user inquiries documented by My VA411, Ask VA (AVA), U.S. Congress, and ServiceNow (SNOW). We manage the Veteran Feedback Tool (Medallia), which hosts surveys on VA.gov that you can use to collect and analyze user feedback data. We also provide access to Salesforce, which collects Call Center data.

The Veteran Support team is here to help! Use the following methods to contact our team:

  • Use the Slack workflow or Canvas in the #vsp-contact-center-support channel. This method allow us to automate data request tracking and improve Veteran support over time.

  • You can also post in #vsp-contact-center-support. This channel is more efficient than contacting individual Veteran Support team members directly or asking questions in other Slack channels.

After reviewing this page, please direct additional questions to the #vsp-contact-center-support Slack channel.

Veteran Support Team Overview

Response Policies

To request aid from the Veteran Support team, post on Slack at #vsp-contact-center-support. All inquiries will be acknowledged and responded to within 3 hours.

Hours of Operation

Our standard hours are 8:00 a.m. to 6:00 p.m. ET, Monday through Friday. You can also schedule a visit during our Office Hours on Wednesdays from 3:00 to 3:30 p.m. EST

Outside of Office Hours

The Veteran Support team does not provide 24/7 service. If your request is urgent, please Slack #vsp-contact-center-support, then tag @Kimberley Monroe-Daniels, @Anita Middleton, and @Steven Tarlow for time-sensitive requests.

Data Request Response Time

The average request response time is 3 business hours to acknowledge and 7 business days to complete your data request. We’ll acknowledge your request within 3 business hours; the time it takes for us to resolve your issue will depend on its complexity.


 

 

 

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