On this page:

↓ Purpose

↓ Content intent

↓ Before you start

↓ Instructions

↓ Helpful hints

The User-centered purpose

“As a first responder, I need easy access to phone numbers, links, and resources so that I can quickly help Veterans who I may encounter in the course of my work."

Content intent

The intent for this content is to provide First Responders quick access to the top 10 or-so "top tasks" that a First Responder will need to accomplish.

For example "As a First Responder, I frequently encounter homeless Veterans and I want a way to connect them to a local VA service that helps homeless Veterans"

We encourage content editors to create a section on their “Contact Us” page to provide first responders support resources for these "top tasks" as well as a link to a Program page, if necessary, for less frequently used tasks.

By creating a specific H2 category, we can give first responders a direct link that provides direct access to a list of resources so they can quickly choose the correct resource and contact them to assist with support of the Veteran.

The format we encourage is a "List with context" format. It's important that we keep the content minimal to reduce the cognitive load on first responders yet still enable context for the links they may be selecting from. In order to do this, we strongly recommend that you include:

• a simple title
• a one sentence description of the service so the first responder can assess the best tool for the Veteran
• a "action link" that is preferably a one-click, linked phone number or a link to an external resource.

Phone numbers are greatly encouraged as initial research has shown that first responders are comfortable accessing websites and using phone numbers on sites to assist them in supporting the public in the course of their duties.

We recommend you work closely with your local VA Medical Center police and local Homeless Veteran coordinators to collect phone numbers and resources that may be helpful to first responders.

Before you start

• You need to have a CMS account
• You need to have access to a VA Medical Center section
• Your health care system must have a published “Contact us” VAMC page
• You will need to know how to add a phone number using aria and hyperlink source or have access to the instructions available on the VAMC-upgrade SharePoint site 
• You will need specific information about Veteran support numbers and title information, for example “Veteran crisis line" or "National VA homeless Veteran hotline", most often collected from your VA police officers and homeless Veteran coordinators
  • This includes a brief one-line description of the service being provided.

Instructions for "Contact us" page

1. Search for “Contact us” VAMC detail page, either by title or by selecting content type as VAMC detail page in your primary VAMC system name search location.
2. Select “Edit” to begin editing the “Contact Us” VAMC detail page.
3. Once you are in the “Contact Us” page scroll down until you reach “Main Content”
   1. You will want to Add a Content block and place it just after the section “Media and press”
   2. If you do not have a “Media and press” area, place the new content block after the last alphabetized accordion groups.
4. Open the Add Content Block and select the “Rich text” option.
   Result: A new rich text area will appear
5. Click your mouse within the work area
6. From the tool bar select the drop-down font type “Heading 2”. (The default font type is “Normal”)
7. Enter the H2 title for this area: “Support for first responders” You can type or copy and paste this title to your workspace. 
   We are requesting that all VA Medical Centers use the same H2 to help migrate this content to a more defined, nationalized structure in the near future.
8. Hit enter to move to a new line.
9. From the tool bar verify that the the drop-down font type is “Normal”. If not, select "Normal" from the drop down font type.
10. In the new line, using Normal font face, add the following sentence:
    You can use these VA and Veteran Service Organization contacts to help connect Veterans to resources in their community for help.
    We are requesting that all VA Medical Centers use this same initial sentence. This will help us to migrate this content to a more defined, nationalized structure in the near future.
11. Next, add each of your resources. We recommend you start with the Veteran's Crisis Line, followed by the information about your local health care system. For each resource use the following pattern:
    • a simple title with H3 font size. For example "Veteran's Crisis Line"
    • a one sentence description of the service to help the first responder understand when and why to use that specific contact/phone number/link. For example: “Connect Veterans with caring, qualified Veteran Crisis Line responders for free, private help anytime 24/7.”
    • a "action link" that is preferably a one-click, linked phone number or a link to an external resource.
    View an example of this pattern and content in the image below.
12. Continue the pattern of H3 title, followed by a short informational statement and phone for each additional area you want to support the first responders helping Veterans.
13. Scroll down to the Editorial workflow.
14. Click the Save as menu and select Draft as the moderation state.
15. Enter a Revision log message.
16. Click Save.
17. Review your work:
    • Review the Draft version you have created.
    • Assure there are not broken links
    • Select “Preview” and review the format is clean.
18. After review is complete and all links have been validated and/or fixed.
19. Scroll down to the Editorial workflow.
20. Click the Save as menu and select Publish as the moderation state.
21. Enter a Revision log message.
22. Click Save.

Helpful hints

• What if I have more content? If you have additional information, beyond the 10 or-so top tasks, or wish to elaborate on support or programs your Healthcare system provides, you can create a VAMC detail page under the "Programs" section and link to that page from this section on your "Contact us" page.
• Work with your local VA police and program offices to find resources. Many of these groups are aware of great resources for our first responders to help them to help our Veterans.
• Be sure to use the VA.gov Digital Design System Style Guide. In particular, the VA.gov Content style guide to be sure that we use Plain Language and make this content as accessible as possible.
• Use the specified H2 and paragraph content. This will likely be moved into a template in the future. If you change this text it may mean more work for you in the future because we will not be able to automate a migration for you.
• To place phone numbers under each section you can use the phone number Aria label spreadsheet to help you with the source code needed. You will need access to the VAMC-upgrade SharePoint site to access this spreadsheet