Desert Storm veteran Marlon Askew says day‑long phone queues and looming job cuts could leave thousands without timely care across Central Texas.
Texas’ busiest Veterans Affairs network is creaking under the weight of too many calls and too few hands. Askew, who retired in May after two decades at the switchboard, recalls veterans waiting an entire day just to book an appointment—some so desperate they threatened suicide. His story captures a wider crisis spreading through the Central Texas Veterans Health Care System.
Backlogged switchboards leave veterans waiting hours and staff fearing burnout
Since late 2024 the Temple‑based switchboard has run with only four operators, down from six. “You’re hurting us,” Askew said after overnight shifts were scrapped, forcing midnight callers into an already crowded ER. Who picks up the phone when only four operators are on duty?
A March 4 memo ordered the VA back to its 2019 headcount of roughly 400,000, putting up to 83,000 jobs on the line. Officials later scaled the target to 30,000 positions through attrition, claiming frontline roles are safe. Yet veterans feel the squeeze. Medical technician David Peña now waits six months for mental‑health follow‑ups despite seeing sixty patients a day. “It’s like patchwork—the dam’s gonna break,” he warned. Below, a key moments in the staffing tug‑of‑war:
| Date | Action | Reported impact |
|---|---|---|
| March 4 2025 | Memo to revert to 2019 staffing | Up to 83 k jobs threatened |
| Early July 2025 | Goal cut to 30 k via attrition | Hiring freeze still in force |
Mental health unit warns fewer nurses mean longer waits and rising frustration
Night‑shift nurse Karen Rowland now supervises five nurses caring for up to ninety homeless veterans with PTSD and substance‑abuse issues. Since January five colleagues quit, and beds in other wards were closed to plug gaps. “We’re helping fewer veterans than before COVID,” she said. The VA counters that assessments happen within 24 hours, but staff say reality on the ward tells a different story.
More than 830,000 Texas veterans depend on this system. Advocates urge patients to document delays and press lawmakers to lift the hiring freeze, while unions call for immediate authorization to recruit teleoperators, nurses, and mental‑health professionals.