Changes at the VA: What We Can Learn and How We Can Improve

Gerianne Prom
VP, Long Term Care Services

On Veterans Day, social media was full with messages of genuine support, respect, and affection for veterans, current members of the military, and their families.

On the eve of Veterans Day, there was big news from the U.S. Department of Veterans Affairs, as they announced major reforms addressing inadequacies in veteran supports and services.

VA Secretary Bob McDonald announced the creation of a Chief Customer Service Officer, who will simplify internal coordination, enhance customer service, and allow veterans to navigate VA without having to understand the inner workings of the department.

The VA also unveiled an intranet web tool called MyVA Idea House, designed for VA employees to log on and provide feedback in a secure manner.

I think both of these reforms will not only help VA services, but similar policies can also benefit other human service and long-term care programs across the country.

Many people we serve navigate their way through a variety of government and private programs to determine eligibility, as well as access and coordinate ongoing services and supports.  Creating a role similar to the VA’s Chief Customer Service Officer can help guide participants towards the services and supports they need.

It is also good wise to encourage employee feedback through internal websites.  Direct service professionals see things within programs or organizations that need to be changed.  However, they may not feel empowered to discuss problems or suggest improvements.  Continuous feedback from consumers and all layers of an organization will yield optimal opportunities for improvement.

Organizations serving people with disabilities should review these reforms and consider adopting similar simplifying initiatives.

For further reading: Defense One: "Ahead of Veteran's Day, VA Announces Major Reforms"