VA Team: 30 years of continuous, unwavering service

Behind every call is a team committed to making sure veterans, families, and staff are connected to the help they need—any time, day or night.

This team works around the clock, 24 hours a day, 7 days a week, 365 days a year. Their role goes far beyond answering phones. They are often the first point of contact, calmly guiding callers, directing urgent inquiries, and responding to critical situations with focus and professionalism. Whether it’s a routine request or a high-pressure emergency, they remain steady and responsive.

At the heart of the team is Nancy, the Operations Manager, who has been there since the very beginning. Alongside her is a close-knit group of experienced operators: Camille, Naamiya, Kimberly, Thomas, Elizabeth, Shaniqua, Javier, and Sabrina. Many have spent years in their roles, building strong connections with one another and a deep sense of purpose in their work. Some have even returned after time away—drawn back by the team and the meaningful nature of what they do. As Nancy puts it, “We are very proud to help the veterans who served our country, and it’s a wonderful and rewarding experience.”

What truly sets this group apart is their resilience and unwavering commitment. They have shown up through some of the most challenging moments in recent history—working through 9/11 when the hospital became an emergency hub, enduring Hurricane Sandy’s flooding, navigating citywide blackouts, the COVID-19 pandemic, transit strikes, and severe snowstorms.

No matter the circumstances, they continue to show up. During recent extreme winter storms that brought New York City to a standstill, Nancy and her team remained on duty for over 24 hours straight, ensuring uninterrupted support for veterans and their families.

Their work is often unseen, but it is essential. Every call answered represents their dedication, teamwork, and quiet strength in keeping critical lines of communication open when it matters most.