PHOENIX — When saving the lives of America’s veterans from suicide, every single second counts.
In 2021, more than 6300 veterans ended their lives to suicide, according to the U.S. Department of Veterans Affairs.
Sue Henderson recently found herself in a race against time to save a long-time friend who served in the Vietnam War.
“He was in a lot of physical and emotional pain this week," Henderson said.
Henderson said her friend was dealing with excruciating back pain sustained in the war, and his wife is suffering from dementia.
"He mentioned it was time to end his life, and he didn't want to go on living,” she adds.
But it was at that moment when she intervened.
She called the Carl Hayden VA Medical Center in Phoenix.
"It's not even a clear recording," Henderson said. "It had a bunch of numbers, to be honest, I was pissed off."
When she dialed, a recording asked "If you're having thoughts of suicide, hit seven to be connected to the Veterans Crisis Hotline."
Henderson was hoping when she pressed the prompt it would lead her to a live person, but instead, she initially got a message that led nowhere.
12News also went through the same steps as Henderson when we called the VA's main number and got a recording that didn’t take us to a live person.
"Yes, it's an easy fix, the VA should be able to take care of it in a day or so," Darin Selnick with Concerned Veterans For America, a veterans advocacy group, said.
Selnick said veterans and their loved ones often run into dead ends trying to reach live people to speak with at VA facilities.
"The VA hospitals themselves are very notorious for veterans calling unable to get help for anything," Selnick adds.
He urges veterans who may be feeling suicidal not to wait for the VA if they’re not available, and instead use other resources like the 988 National Suicide Prevention Hotline.
Henderson said she made that call after getting the runaround and found success for her friend.
"That part of the story has a happy ending," Henderson said. "They called him within 10 minutes. They sent a police and ambulance and he's in the hospital getting care."
Henderson worries about how many veterans could be lost if the change isn’t fixed soon.
“What if someone tries to reach out and gets nowhere and believes that’s the final straw," Henderson said. "That’s why I called 12News. This is too important to fill out some form online and send to some unmonitored email box and have it lie there forever."
12News reached out to Carl Hayden Veterans Affairs Medical Center on Friday for comment on the problem, but have not yet received a response.
Saturday, the U.S. Department of Veterans Affairs told 12News they were not aware of the problem, but are working to get it fixed as soon as possible. The department also released a statement that said:
"One Veteran suicide is one too many, and we’re using every tool at our disposal to prevent these tragedies and save Veterans’ lives. VA’s mission is to offer comprehensive support that is designed to save lives and get Veterans the world-class care they need, wherever they need it, whenever they need it.
This includes mental health care at VA facilities, counseling at Vet Centers across America, 24/7 access to qualified crisis responders at the Veterans Crisis Line, free care for Veterans experiencing a suicidal crisis at any VA or non-VA facility, and much more. We are also conducting a comprehensive outreach campaign to encourage Veterans to reach out for support.
To any Veterans out there, we at VA are here for you. If you’re a Veteran in crisis or concerned about one, please contact the Veterans Crisis Line to receive 24/7 confidential support. You don't have to be enrolled in VA benefits or health care to connect. To reach responders, Dial 988 then Press 1, chat online at VeteransCrisisLine.net/Chat, or text 838255."
The department also wants to remind veterans they can receive free emergency suicide care at any VA or non-VA facility, a policy that has been used to treat nearly 50,000 veterans.
Anyone experiencing thoughts of suicide can reach out for help by calling or texting 988.
The National Suicide Prevention Lifeline is a national network of local crisis centers that provides free and confidential support to people experiencing suicidal ideation or emotional distress 24 hours a day, 7 days a week in the U.S.
The service aims to improve crisis services and advance suicide prevention by empowering individuals, advancing professional best practices, and building awareness.
Veterans have access to a special crisis line number, by dialing 988 and then pressing 1. Since this number was launched in July 2022, the VA says the line has fielded more than 1.1 million calls, texts and chats.
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