Barry Moore Bill Adds Call-Center Security for Veterans

Representative Barry Moore (R-AL-01) has introduced the VA Call Center Multi-Factor Authentication Act, a bill designed to strengthen identity verification at Department of Veterans Affairs call centers for actions tied to Veterans’ benefits and private data.

Moore said the measure would force the VA to adopt multi-factor authentication (MFA) when callers ask to make changes that could cause long-lasting harm if done by someone posing as a Veteran.

“Our Veterans have sacrificed for this country, and the last thing they should have to worry about is a scammer stealing their hard-earned benefits,” Moore said. “As impersonators grow more sophisticated, we must ensure the VA keeps pace by securing high-impact actions with modern multi-factor authentication. My legislation protects Veterans’ personal information and benefits without creating red tape for everyday interactions.”

The bill responds to gaps in current protections. While the VA already uses MFA for online account access, there is no similar requirement for phone calls covering sensitive matters like benefits disbursement, account access changes or confidential records requests.

Under the proposed law, the VA would be required to verify identities using more than a single method — such as a password or simple security question — before completing high-risk transactions. That mirrors modern cybersecurity standards used across federal agencies to reduce fraud and unauthorized access.

Supporters say this approach adds protection where it’s most needed, while limiting delays during routine calls. Opponents of increased cybersecurity safeguards sometimes argue that extra steps may complicate access, though Moore emphasizes the bill’s targeted scope.

The measure amends Title 38 of the United States Code and has been referred to the House Committee on Veterans’ Affairs for further review.