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VA Healthcare-VISN 4


Office of Veterans Experience

Cover Stories

Office of Veterans Experience

Improving each Veteran's experience with the Department of Veterans Affairs

A handshake.

"I do a lot of listening," says Lamont Taylor, a Veterans Experience Field Consultant in VISN 4.

Listening. Collaborating. Uniting. Connecting. Sharing ideas. Finding solutions. Building and mending relationships.

These are the undertakings for the Office of Veterans Experience across the Nation. Here in VISN 4, Eugene W. Skinner Jr. and Carlos Robinson, along with Mr. Taylor, have planted their boots on the ground and commenced a significant effort to increase the percentage of Veterans who confidently place their trust in VA. As military Veterans, all three are working from the perspective of a Veteran; utilizing their collective VA experience, knowledge, and a spirit to serve fellow Veterans and their families.

"I have always been told to treat others in the same manner I want to be treated," says Mr. Skinner. "This rings true for Veterans, and, as a Veteran, I am committed to ensuring all Veterans are treated with the same attention, dignity, and respect that I wish to be treated with."

The Office of Veterans Experience (VE) was created in response to VA Secretary Robert A. McDonald's top priority for the MyVA transformation: Improving the Veteran Experience. This new, permanent office reports directly to Secretary McDonald – it is not aligned within the Veterans Health Administration (VHA), Veterans Benefits Administration (VBA), or National Cemetery Administration (NCA). They do, however, work closely with all three administrations.

According to the MyVA Integrated Plan Overview, the VE office will bring a new lens to how VA analyzes and designs the services we provide to Veterans. It will not be another layer of management or bureaucracy, but will:

– Work collaboratively with local facilities in analyzing and designing better customer interactions and the tools that support them;

– Develop and deliver customer service training curricula and methodologies;

– Keep a close eye on customer service performance to make sure the right issues are being addressed in the right ways; and

– Implement better ways to help Veterans navigating through the range of services within VA.

VE teams nationwide, and here in VISN 4, are looking for new, proactive ways to influence change and build stronger, more productive relationships.

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