The Veterans Crisis Line's process for handling abusive or disruptive callers may be harming both veterans and the employees who answer the phones at the suicide helpline, according to a recently released government watchdog investigation. In an effort to reduce wait times for callers, more calls meant for the so-called "Customers with Complex Needs" unit began being redirected to the main phone line last year, but most responders on the main line don't have the proper training for complex