Call center workers say time limits short-change veterans

May 10, 2019 - 7:47 pm
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Call center employees who work at the Colmery-O'Neil VA Medical Center say time limits on calls short-change veterans who are seeking assistance.

Kelli Ross is vice president of Local 906 of the American Federation of Government Employees. He says the limit of just under 6 minutes per call was adversely affecting services being offered to veterans across the nation and putting call-taker jobs at risk.

Ross says the time limit issue has been a sticking point for six years but recently came to a head when workers received a letter threatening termination for calls that go beyond the time limit.

About a dozen employees protested outside the Topeka campus Wednesday.

Call takers assist veterans with issues such as billing, prescription refills, eligibility and enrollments.

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