In a bipartisan effort to streamline veterans’ access to essential services, Senators John Kennedy (R-La.) and Mark Kelly (D-Ariz.) have introduced the Stuck on Hold Act. This legislation aims to mandate that the Department of Veterans Affairs (VA) provide callers with estimated hold times and offer a callback option if waits exceed ten minutes. Drawing inspiration from successful reforms at the Internal Revenue Service (IRS), where a similar callback program saved callers 3.6 million hours in fiscal year 2022, the bill seeks to alleviate the frustration veterans often face when seeking assistance. The measure has garnered support from organizations like the Tragedy Assistance Program for Survivors (TAPS) and The American Legion, highlighting its potential to modernize VA customer service.
As a key player in government staffing, Career Management Associates of Iowa (CMA), a Service-Disabled Veteran-Owned Small Business (SDVOSB), is poised to strongly support the Stuck on Hold Act if it becomes law. With over two decades of experience providing personnel management and professional services to federal agencies, including the VA, CMA’s expertise in staffing switchboard operations and call handling aligns perfectly with the bill’s goals. By emphasizing the “human side of communication,” CMA could facilitate the implementation of these reforms through targeted staffing solutions, ensuring veterans receive prompt, efficient support without unnecessary delays.
CMA’s Role in Supporting the Bill
If passed, the Stuck on Hold Act would require VA call centers to adopt technology and processes for estimating wait times and managing callbacks—changes that demand skilled operators capable of handling increased efficiency demands. CMA, which has long specialized in placing vetted professionals in administrative and communication roles for the VA, would support this by expanding its recruitment and training efforts to meet the new standards. For instance, CMA’s services include staffing switchboard operations, which are critical for coordinating veteran inquiries, medical appointments, and benefits claims. This involves deploying operators who prioritize accuracy, empathy, and quick resolution, qualities that would enhance the callback system’s effectiveness.
“Reducing wait times by allowing for callbacks on the Department of Veterans Affairs hotline will reduce barriers to benefits and care for Veterans, Families, Caregivers and Survivors,” said Bonnie Carroll, President and Founder of TAPS, in the bill’s press release. CMA echoes this sentiment, as their approach to staffing underscores the importance of human operators in an era where automated systems often fall short. By providing short-term, project-based, or permanent placements, CMA could help VA facilities integrate the required features seamlessly, potentially reducing operational strain and improving overall responsiveness.
Moreover, as a veteran-owned firm with principals who served in Vietnam and Desert Storm, CMA has a vested interest in advocating for policies that honor veterans’ sacrifices. Their support might extend to collaborating with VA on pilot programs or offering consulting on best practices for call center management, drawing from their repeat client relationships across government sectors.
Highlighting CMA’s Success in Staffing VA Call Centers
CMA’s track record in staffing VA call centers and related operations demonstrates why they are well-equipped to bolster the Stuck on Hold Act. For more than 20 years, the company has delivered classified security support, HR solutions, and personnel for VA medical centers (VAMCs), focusing on roles that ensure smooth communication and coordination. Their switchboard staffing has been instrumental in handling high-volume calls, from emergency medical needs to routine inquiries, emphasizing skilled human interaction over purely automated processes.
Success stories abound in CMA’s portfolio. The firm has secured multi-million-dollar GSA schedules, including one valued at over $60 million, underscoring their reliability in government contracting. Recent contracts with the VA for temporary administrative services further highlight their ability to scale operations quickly. Clients praise CMA for minimizing risks during transitions and providing professionals who excel in high-stakes environments, leading to high satisfaction rates and long-term partnerships.
In blog posts on their site, CMA highlights the essential role of skilled operators and court reporters in VA services, noting how accurate call handling strengthens veteran care. For example, articles like “The Voices Behind the Call and the Record: Why Skilled Operators and Court Reporters Still Matter” (published November 20, 2025) argue that human expertise saves time and builds trust—principles that directly complement the bill’s aim to cut hold times.
A Step Forward for Veteran Services
The Stuck on Hold Act represents a commonsense reform, as echoed by Senator Kennedy: “Our men and women in uniform cannot afford to be stuck with the same long wait times when there are commonsense reforms that worked for other agencies at Congress’s disposal.” With CMA’s proven success in VA staffing, their support could accelerate adoption, ensuring the bill’s benefits reach veterans swiftly. As the legislation advances—alongside its House companion led by Rep. Ken Calvert (R-Calif.)—partners like CMA stand ready to turn policy into practice, ultimately delivering the high-quality service America’s heroes deserve.
