Veteran-Focused Support Services

Compassionate Support When It Matters Most

Veterans deserve support from people who understand their journey. Our customer care call center services are built specifically for organizations supporting veterans, military families, and service members navigating complex benefit systems, recovery programs, and life transitions. As a Marine-led, veteran-owned company, we bring the discipline of military operations and the empathy of shared experience to every interaction.

Connect with Our Experts

Veterans Serving Veterans

We understand that veterans and military families often face unique challenges when navigating government systems, benefit programs, and recovery resources. Our customer care representatives bring firsthand understanding of military culture, terminology, and the complexities of transitioning from service to civilian life.

We prioritize hiring veterans not because it looks good on paper, but because they show up with instincts and empathy that simply can’t be taught.

“ When someone calls us, they’re not getting a script. They’re getting a team that cares. It’s not just answering a call, it’s taking responsibility for the outcome.” – Dusty Lopez, CEO of Struction Solutions.

Service Offerings

Inbound Call Management

Handle high-volume inquiries with trained representatives who understand veteran-specific terminology, benefit structures, and the emotional weight of support calls. Our tiered support structure ensures callers receive the right level of assistance immediately.

PROACTIVE Outreach Programs

Reach veterans and families before they fall through the cracks. Our outreach specialists conduct wellness checks, benefit reminders, and follow-up communications that keep supported populations connected to critical resources.

NON-medical Case Management

Coordinate complex cases involving multiple agencies, benefits programs, and service providers. Our case managers maintain detailed documentation, track progress, and advocate for resolution on behalf of those we serve.

Crisis Response Support

Provide immediate triage for urgent situations with protocols for escalation, warm transfers to specialized resources, and coordination with command or oversight structures when required.

Multi-Channel Communication

Support your population through phone, email, text messaging, and digital platforms. Our integrated CRM systems track every interaction, ensuring continuity and accountability across all touchpoints.

Surge Staffing and Scalability

Expand rapidly during high-demand periods, casualty events, or program rollouts. Our pre-vetted workforce can deploy trained personnel within days, not weeks, maintaining quality and consistency at scale.

CUSTOMER cARE dESIGNED FOR tHOSE WHO sERVED

Key Features:

Tiered Support Structure – Customer care representatives, case managers, and escalation specialists ensure every caller reaches the right level of help.
Rigorous Standards – Average answer time under 20 seconds, first-contact resolution above 95%, and satisfaction scores of 4.8 out of 5.
Crisis Escalation Protocols – Clear pathways for urgent situations with immediate notification to supervisors and warm transfers to specialized resources.
Real-Time Case Tracking – Every interaction is logged and accessible, so no call or concern falls through the cracks.

Why It Matters

Whether you’re supporting veterans navigating VA benefits, families facing a crisis, or service members transitioning to civilian life, our call center gives your organization the capacity to respond with speed, accuracy, and genuine compassion. From first contact to case resolution, our team takes ownership of every interaction so nothing falls through the cracks.

“When someone reaches out in a moment of uncertainty or frustration, they’re usually calling at their worst time. We walk with them step by step, follow up, check in, and make sure they get the help they need.”— Dusty Lopez

Why Struction Solutions

Our leadership includes three generations of Marines who bring operational discipline, follow-through, and the mindset of “no one left behind” to every program we manage. We operate with a battle rhythm that includes daily syncs, quality audits, and after-action reviews to ensure consistent excellence.

Why agencies trust us:

We recruit from the veteran community because military service instills the empathy and composure this work demands. Our team understands the caller’s experience because they’ve lived it.
Every team member trains in trauma-informed care, active listening, and de-escalation. We provide reassurance, not just answers.
Our platforms meet federal security standards with end-to-end encryption and audit-ready documentation. We integrate with existing CRM systems while protecting sensitive information.

Who We Serve?

Government Agencies

Support federal, state, and local programs serving veterans, active-duty personnel, and military families with call center operations that meet compliance requirements and performance standards.

Veteran Service Organizations

Extend your reach and capacity with professional call center support that reflects your mission and maintains the trust you’ve built with your members.

Healthcare and Benefits Programs

Provide patients and beneficiaries with responsive, informed support for appointment scheduling, benefit inquiries, and care coordination.

Military Transition Programs

Help service members navigate the shift from active duty to civilian life with responsive support for employment resources, education benefits, and reintegration services.

Frequently asked questions

What makes your call center different from other providers?

We’re a veteran-owned, Marine-led company that prioritizes hiring veterans and military family members. Our team understands military culture firsthand, which creates genuine connections with callers and reduces friction in every interaction.

How quickly can you scale up for surge operations?

We maintain a pre-vetted talent pool and established training protocols that allow us to deploy additional trained personnel within 10 days of increased demand. Our experience supporting disaster recovery and government benefit programs has refined our rapid deployment capabilities.

What security and compliance standards do you meet?

Our platforms support HIPAA, DoD, and federal data security requirements. We implement multi-factor authentication, role-based access, end-to-end encryption, and maintain comprehensive audit trails for all interactions.

Do you provide 24/7 support?

We offer flexible scheduling options including 24/7 coverage, extended hours, and standard business hour operations depending on program requirements. Our systems are engineered for 99.5% uptime or greater.

How do you handle crisis calls or escalations?

We employ a tiered support structure with clear escalation protocols. Crisis situations, including indicators of self-harm, family emergencies, or command-level coordination needs, trigger immediate notification to supervisors and designated government oversight, with warm transfers to appropriate specialized resources.

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