Frequently Ask Questions
What is peer support?
Peer support occurs when peers share common knowledge and experiences and provide, emotional, social or practical help to each other. It commonly refers to an exchange between two people where at least one of them has been trained as a peer support resource and can take a number of different forms such as peer mentoring, listening, or counseling.
Are all calls confidential?
Yes, because our program is bound by HIPAA we are required by law to keep all personal information confidential and safeguarded to protect the caller.
Are you part of the VA?
No, but we have a lot of knowledge about the VA since we are veterans and some of us are in the VA system.
What do you do?
We are veterans who help active duty service members, National Guard members, reservists, veterans and their families or caregivers solve their challenges by providing an empathetic and respectful (nonjudgmental) ear and by connecting them to the resources they need to improve their lives. We also provide them with the support they need exactly when they need it. We follow up with every call to continue the connection and work together until a resolution has been found.
Are you trained counselors?
No, we are peers (veterans helping veterans) who have been trained in peer support. Because of our experiences in the military and our experiences in post military life, we are able to assist callers with a variety of issues that we ourselves, in most cases, have already been through.
Can the VA or my chain of command see your records?
No. Due to HIPAA confidentiality laws, no one, not the VA or anyone in any branch of the military, can access our records.
Are we recorded?
Conversations are not audio recorded. Peers get information from the callers and put that information into our CRM (Customer Relationship Management) computer system. This information is captured so that the next time a client calls-in, they do not have to repeat themselves to someone new and may continue their conversation where they left off or introduce new issues. All information is stored in a highly secure environment.
Are you all veterans and from what branch of service?
Every peer responding to clients by phone, email, chat, or text has a history in the military.
What are the hours of operations?
We are available 24 hours, 7 days a week, weekends and all holidays.
What kind of help can you offer me?
Peer to peer support, access to resources and a confidential no judgment zone where veterans, service members, family members and caregivers can get help finding answers to any question they may have.
What is the phone number to the VA?
The phone number for VA benefits is 1-800-827-1000 or you can reach the VA online @ www.va.gov. There is a Contact Us link on the top right of the page.
Do you still have questions?
Complete the form below and a peer will get back to you shortly with an answer.