VA Crisis Triage System Redesign:
Connecting Veterans in Their Most Critical Moments
​When a veteran in crisis reaches out for help, every second matters—and every interaction can mean the difference between connection and disconnection. The VA's crisis support system, which serves as the critical first point of contact for veterans experiencing mental health emergencies, required a comprehensive service design overhaul to ensure no veteran in need falls through the cracks.
Process
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Through comprehensive journey mapping, we analyzed every touchpoint in the crisis response pathway—from the moment a veteran dials the crisis line through resolution. The audit revealed critical pain points: confusing phone tree options that increased cognitive load during crisis, AI agents that couldn't recognize escalating distress signals, and inconsistent handoff protocols that left veterans repeating their stories multiple times. These friction points weren't just frustrating—they were potentially life-threatening
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Audit existing triage service
1. Identify gaps in service
2. Understand time to response
and resolution
3. Create touchpoint map
Assess current conditions
1.Interview Previous users of health triage line
2. Interivew Medical / Technical staff
3. Interview Vets willing to share stories of support while in crisis
Assess current conditions
1.Interview Previous users of health triage line
2. Interivew Medical / Technical staff
3. Interview Vets willing to share stories of support while in crisis
Re-Design
1.Break barriers that present access to delayed care
2. Manage complex emotions of veteran in crisis while in triage process
3. Contact and care updates to the Survivors of Military Sexual Violence team in real time
Core Principles of Successful Design
Reduce time to human connection.
Meet veterans where they are emotionally.
Create seamless transitions between automated and human support
The result was a reimagined triage system that prioritizes rapid assessment, offers multiple pathways to care based on crisis severity, and ensures that technology serves as a bridge to human connection rather than a barrier. By putting the veteran experience at the center of every design decision, we created a system that honors the courage it takes to ask for help in the darkest moments.
VA Crisis Support Service Design Blueprint
VA Crisis Support Redacted PII Prototype
