Hundreds of veterans attended a virtual town hall and Q&A by Department of Veterans Affairs Secretary Robert Wilkie on Monday only to learn that the "live" event was apparently prerecorded.
VA has billed such events "Veterans Experience Live" but the veterans who tuned in on Monday afternoon hoping to have questions answered by the leader of the second-largest federal agency controlling their benefits, health care and more, were disappointed.
More than 840 comments were left on the Facebook video as it played and more than 600 people viewed it at any one time. Wilkie spent the first 10 minutes of the town hall without answering any questions, and the next roughly 20 minutes answering a handful of prerecorded, pre-screened video questions from veterans, families, caregivers and survivors.
The pre-screened questions did cover important subjects for veterans and their families, such as suicide prevention, mental health, community healthcare options and others. In the prerecorded video, Wilkie touted that it was his third such event and that the town halls had been "expanding in size ... it shows that people want to be with us, they want to find out what is going on and this is an important way of doing it."
But veterans and caregivers in the comment section of the video were unable to get their questions answered. The only "live" element of the event included VA officials responding through Facebook to questions with the with the White House VA Hotline (1-855-948-2311), an online VA Welcome Kit from the department's website and a department line, MyVA411 (1-800-698-2411) without further substantive response.
Before the event even began, the "discussion" section of the event page was closed, though the comment section for the video itself remained open during the broadcast. As of late Monday afternoon, however, commenting had been turned off for several posts on the event page.
Many of the veterans who tuned in said they're weren't even sure how to ask questions, having hoped to submit them ahead of what they assumed was a live broadcast so the Secretary could answer them.
But it was clear that at least most of the event was not live, particularly when Wilkie wished veterans a "peaceful and joyful Thanksgiving" days after the holiday itself.
Instead, Wilkie appeared to be in New York on Monday for the dedication of a veterans cemetery in Pembroke alongside Senate Minority Leader Chuck Schumer and other officials, according to VA social media posts.
Veterans, family members, caregivers and survivors in the comment section for the video pleaded for help with various benefits or medical concerns, questions about toxic exposures, medical cannabis, sexual harassment, appointment wait times, delays in care and more. While some praised the department and the care and services it provides, comments grew increasingly negative as the audience realized their questions would not be answered by Wilkie or VA officials online, and when they realized the event was prerecorded.
The video lasted about 30 minutes and Wilkie answered about five prescreened questions. Wilkie repeatedly said that veterans who need help or have concerns should call VA, but dozens of comments reflected that at least some veterans consistently face challenges communicating with VA and in using the White House Veterans Hotline.
VA Press Secretary Christina Noel did not respond to questions Monday about whether the entire event was prerecorded.
This town hall event was held as COVID-19 cases and deaths at department hospitals among patients and staff, as in much of the rest of the country, continue to climb to record levels.
Prerecorded virtual events with prescreened questions aren't new for VA or other federal agencies, including during the pandemic, but some agencies have held live town halls and Q&A sessions, including the Defense Department.
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Reach Abbie Bennett: abbie@connectingvets.com or @AbbieRBennett.
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