VAnguard - U.S. Department of Veterans Affairs

VAnguard U.S. DEPARTMENT OF VETERANS AFFAIRS

MARCH 2001

Women Veterans

Service through the ages-- page 8

Inside: CARES, 4 Parkinson's Disease Centers, 5 1-800-Call George, 7

CONTENTS

CARES

4

VA health care delivery study launched

Parkinson's Centers 5

VA to establish six specialty centers

Position Classification 6

Shared Service Center offers help

1-800-Call George

7

Minn. program speeds claims processing

Women of Courage 8

Celebrating women vets through the ages

Hometown Heroes 10

NCA retiree designs veterans monument

Rural Veterans

11

State councils need VA support

COLUMNS

13-16

On the cover:

Dr. Mary E. Walker, one of the first woman doctors in the country, cared for wounded soldiers on the battlefields of the Civil War. She was held as a prisoner of war by Confederate troops for four months. In 1865, Walker became the first and only woman to be awarded the Congressional Medal of Honor.

VAnguard

VA's Employee Magazine March 2001

Vol. XLVII, No. 2 Printed on 50% recycled paper

Editor: Lisa Respess Editorial Assistant: Matt Bristol

Photo Editor: Robert Turtil

Published by the Office of Public Affairs (80D) Department of Veterans Affairs

810 Vermont Ave., N.W. Washington, D.C. 20420

(202) 273-5746 E-mail: vanguard@mail. pubaff/vanguard/

index.htm

INTRODUCING

Sherry Laas

When Sherry Laas began singing to hospitalized veterans in the Extended Care Unit of the Albuquerque, N.M., VA Medical Center, the registered nurse never imagined her silky voice would one day reach thousands of listeners.

But that's exactly what happened when veterans there urged her to try out for a spot in an upcoming musical at the Albuquerque Light Opera. After just two auditions, she landed a role in the show and has since rocketed from singing veterans' favorites to performing for audiences at nearly every local theater. "Early on, I had some success," she recalled, "and it's just been an upward spiral ever since."

Her journey is rooted in the corridors of the Extended Care Unit, where veterans can spend long months recovering from medical complications. Shortly after transferring there, she began offering to sing for recovering veterans. "I found that if I offered them a song, and left it at their decision, then it would relax them during uncomfortable situations," she said. "If I can provide some joy or distraction or happy memories, I'm all for it."

As word of the singing nurse spread, veterans would ask her to sing their be-bop favorites from the '40s and '50s, songs she was often unfamiliar with. Determined to learn the veterans' favorites, Laas spent hours memorizing the lyrics of songs like "On Moonlight Bay," which she said is popular among World War I veterans, and the World War II favorite, "You Belong to Me"--songs GIs would sing to their sweethearts

as they headed off to war. She said the positive response she

received from the veterans led her to pursue other performance opportunities. Since her breakthrough, Laas has performed in a variety of venues, including singing the national anthem at Albuquerque Dukes baseball games, performing in Shakespearean plays, singing in a Zarzuela (a style of Spanish operetta), and putting on several onewoman concerts for area civic associations.

One of her most memorable experiences occurred while on a cruise vacation. One night, she approached the

pianist in the lounge and asked if she could sing while he played his baby grand. Hesitantly, the pianist agreed.

Taking the stage, Laas swayed to the rhythm of her time-honored ballads, winning over the crowd

with soulful renditions of "Someone to Watch Over Me," "Georgia" and "Summertime." As she slowly lowered her head at the end of her performance, the lounge erupted in applause. When the cheering died down, the oncereluctant pianist warmly invited her back the next night for an encore, and Laas put on nightly shows for the remainder of the cruise. "Sherry really has a marvelous voice," said supervisor Debra Gray, the acting nurse manager in the Extended Care Unit. "Her singing helps brighten the day, particularly for many of our geriatric patients. Giving them that extra attention

really goes a long way."

By Matt Bristol

2

VAnguard

Outlook

Ventris C. Gibson

Workforce Planning Will Help

DAS for Human Resources Management

VA Meet Future Challenges

Many VA employees have heard the term workforce planning but may not be familiar with what this term actually means. In fact, this is among the most important issues facing VA and other federal agencies today. Workforce planning is the process of determining the kinds of employees and structure necessary to accomplish VA's mission and the strategies to meet those needs. VA recognizes that people--its human capital--are its most critical asset in managing for results. Why is workforce planning such a critical issue? VA, like every other federal agency, faces major human resources issues because of the significant number of employees eligible to retire over the next five years. Here are just a few of the statistics. I Currently, 16 percent of VA's health care staff, 24 percent of its benefits administration staff, and 22 percent of cemetery directors are eligible to retire. I By 2005, 98 percent of VHA senior executives will be eligible to retire. I By 2005, 88 percent of VHA's GS15s and 94 percent of GS-14s will be eligible to retire. I By 2002, more than 40 percent of VBA GS-15s will be eligible to retire. I By 2005, 53 percent of NCA staff will be able to retire. The current surge in workforce planning initiatives has occurred to address this issue. However, it is not just increased retirements that present challenges. Rapid changes in technology, an increasingly diverse labor pool, and different expectations of younger workers are forces that strongly suggest that new recruitment and retention practices must be adopted

to meet program goals. In order to remain competitive and become an "employer of choice," VA must design and implement a process that will enable management to maintain a diverse workforce with the appropriate mix of skills and competencies.

VA has made great strides in facilitating a One VA collaborative approach to the design and implementation of a workforce planning strategy. An overall goal of workforce planning is to make it an ongoing process, integrated with VA's strategic and budget planning processes so that we can forecast and avert future crises. This is critical to ensure that we have the right people in the right place at the right time.

VA has identified workforce planning strategies and measures in the Department's Strategic Plan and Annual Performance Plan. In addition, workforce planning is being integrated into the Department's Strategic Management Framework, the primary vehicle for implementing VA's mission.

Each of VA's three administrations is moving ahead to develop the workforce strategies and initiatives appropriate to their mission. A key focus has been on evaluating Department policies that impact pay and benefits to identify additional flexibilities in these policies.

In the longer term, VA will explore a number of potential legislative remedies including movement toward a more streamlined hiring process and broader authority in setting pay. VHA, for example, is currently pursuing legislation to increase the number of health care occupations covered under Title 38.

A Departmental-level Executive Steering Committee has also been appointed. The committee members represent key VA organizational elements and will facilitate a One VA approach to a workforce planning strategy. The committee's charter

includes the following goals: I championing workforce planning with VA's leadership; I providing direction for a VA-wide workforce forecasting system; I monitoring workforce planning implementation in VA; and I identifying and publishing "best practices" in workforce planning within VA and other organizations.

VA is also enhancing its focus on educating managers and employees on the available family-friendly initiatives aimed at fulfilling VA's commitment to become an "employer of choice." They include the new child care subsidy program, the transit subsidy program, alternative work schedules, family-friendly leave programs, and part-time employment opportunities. VA has many attributes that make us an attractive employer--most significantly, an important and challenging mission to care for the nation's

veterans and their families.

France Honors

U.S. WWII Vets

VA Secretary Anthony J. Principi and French Ambassador H.E. Francois de l'Estang announced that the French government will honor U.S. World War II veterans with certificates of appreciation for their role in liberating France. To be eligible, a veteran must have served on French territory, in French territorial waters or in French airspace between June 6, 1944 and May 8, 1945.

The certificate will not be issued posthumously. The application form will be available from veterans service organizations and on a special Web site maintained by the French government: news/statmnts/ww2.

March 2001

3

CARES: VA Health Care Delivery Study Launched

every VA health care network in the country. In 2001, VA expects to begin CARES initiatives in VISNs 1, 3, 4, 10, 11, 12, 21 and 22.

How the

CARES

Process Will

Work

The CARES process takes a

Chuck Loring (left), of Facility Management at the North Chicago VA Medical Center, and Tony Arnold, a consultant with VW International, Inc., review floor plans of the ICU. VW International is a subcontractor working with Booz-Allen & Hamilton, Inc., on the utility and engineering aspects of CARES.

new approach to planning for the future veterans health care system. It begins

with a detailed

E nsuring that veterans receive the right care, at the right place, at the right time is the primary

assessment of veterans' health care needs now and in 2010. Following the assessment, a team of health care

goal of a new VA health care

consultants will visit facilities by

delivery study. The new study, "Capital Asset Realignment for

network, gathering information from stakeholders and employees to help

Enhanced Services," or CARES, is designed to objectively identify the

develop service delivery options that will best meet veterans' needs.

best ways to provide quality, acces-

Next, these options will be

sible health care to veterans.

evaluated based on two sets of

According to Dr. Frances

objective criteria developed by VA to

Murphy, VA Deputy Under Secre-

determine whether the options under

tary for Health, the CARES study

consideration provide adequate

will assess veterans' health care

ambulatory, hospital, and long-term

needs with each Veterans Integrated (nursing home and home-based)

Service Network (VISN) and identify care. The best option based on delivery options to meet those needs quality, access and cost will be

in the future. The study will also

presented to the Secretary of Veter-

guide the realignment and allocation ans Affairs for approval.

of capital assets to support the

delivery of services. To ensure

Facility Visits and Meetings

objectivity, VA has hired an indepen-

Each VA facility will hold meet-

dent consultant group, Booz-Allen & ings between consultants for the

Hamilton, Inc., to gather data,

CARES study, Booz-Allen &

develop options and apply objective criteria to the options.

"CARES is about planning for veterans' health care and making sure that quality and access are given the highest consideration," Murphy said. "I encourage all VA health care employees and stakeholders to get involved in the process. Broad input

Hamilton, and employees, volunteers, veterans service organizations, medical school affiliates, congressional staff and others. The goal of these meetings will be to gather information and data for consideration in developing service delivery options.

"The facility visits have enabled

is critical to the development of effective options."

Phase One of the study began in the VA Great Lakes Health Care System (VISN 12) in January. The CARES process will be applied in

the CARES team to understand the needs of veterans and the opportunities presented by each facility directly from both the staff giving the care and the veterans they serve," said VISN 12 Director Joan E.

Cummings, M.D. "This type of interaction by the CARES team will ensure the most positive outcome from the study."

Employee and

Stakeholder Involvement

VHA employees and stakeholders will be involved in the CARES process in a number of ways. Prior to the first facility visits, each network will assemble an official CARES Support Task Force to provide information to and coordinate with the CARES consultant. Each CARES Support Task Force will designate a "stakeholder communication coordinator."

This person will oversee implementation of a communications plan that ensures stakeholder involvement throughout the process. The communications plan will facilitate regular information sharing and allow communication of stakeholder comments and concerns to the team and consultant.

Employees will be kept informed about the process via regular employee bulletins, newsletters, e-mails, and meetings. They will also be encouraged to share their thoughts and ideas by sending comments, by e-mail or regular mail, to a special CARES e-mail address or postal address that will be posted on a CARES Web site to facilitate the flow of information during the study.

Why CARES?

VA's health care system has changed dramatically in the past decade. Increases in outpatient care, demographic changes, changes in technology, and availability of new treatments have altered 21st century medicine. VA needs to look carefully at these changes, assess their impact on veterans' health care needs, and develop plans for the future. VA health care infrastructure must be aligned to support the vision and plan.

The VA system was designed and built decades ago during a different era of medical care. A new focus emphasizes putting outpatient resources into community-based facilities close to where veterans live

(continued on page 6)

4

VAnguard

VA to Establish Six Parkinson's Disease Centers

VA will create six new

including tremors,

centers specializing in

slowness of movement,

Parkinson's disease

stiffness of limbs and gait

research, education and

or balance problems. The

clinical care, agency

disease progresses slowly.

officials announced at a

Treatments are available,

Capitol Hill news confer-

but there is no cure.

ence on February 7. The

The National

Department will commit

Parkinson Foundation,

more than $30 million

Inc. (NPF) estimates that

over four years from

up to 1.5 million Ameri-

existing resources to fund

cans have the disease,

the centers, which will be

with about 50,000 new

named Parkinson's

cases diagnosed each

Disease Research, Educa-

year. VA medical centers

tion and Clinical Centers

treat at least 20,000

(PADRECCs).

VA Secretary Anthony J. Principi announces the new Parkinson's

Parkinson's disease

Operating as a na-

centers during a Capitol Hill news conference on February 7. Looking

patients each year. The

tional consortium, the

on are (from left): VA Deputy Under Secretary for Health Dr. Frances new Parkinson's centers

PADRECCs will function Murphy; VA Under Secretary for Health Dr. Thomas Garthwaite; Rep. build on an alliance

similarly to VA's Geriat- Tom Udall (D-N.M.) and Rep. Lane Evans (D-Ill.).

formed by VA and the

ric Research, Education

NPF in 1999 to improve

and Clinical Centers (GRECCs) and site will conduct a clinical care

care and find a cure for the debilitat-

Mental Illness Research, Education demonstration program for evaluat- ing disease.

and Clinical Centers (MIRECCs).

ing new models of care delivery for

Illinois Congressman Lane Evans,

They will be established at the VA

veterans with Parkinson's disease

a Marine Corps veteran and ranking

medical centers in Houston, Philadel- and movement disorders.

Democrat on the House Veterans'

phia, Portland, Ore., Richmond, Va.,

"Our centers will bring hope--

Affairs Committee, suffers from

San Francisco and West Los Angeles. hope to veterans, and to all Ameri- Parkinson's disease. He joined

The Parkinson's centers will

cans with Parkinson's. And they will Principi and other VA, congressional

conduct research covering basic

bring progress in treating the dis-

and NPF officials for the announce-

biomedicine, rehabilitation, health

ease," said VA Secretary Anthony J. ment.

services delivery and clinical trials. Principi, making his first appearance

"As a veteran with Parkinson's

They'll also participate in a landmark on Capitol Hill since his confirma-

disease, I know personally of the

clinical trial to assess the effective-

tion.

struggles we confront daily to live

ness of surgical implantation of deep

Parkinson's disease is a chronic normal lives--we endure these

brain stimulators in reducing the

neurological condition caused by the battles as we have endured other

symptoms of Parkinson's disease.

degeneration of cells in a region of

great conflicts," said Evans. "I know

The centers will develop educa- the mid-brain that produces the

that veterans and other Americans

tion and training programs for

chemical and neurotransmitter

will profit from the work that takes

patients, families, students and

dopamine. The resulting decrease in place in the centers VA is announc-

health care professionals. And each dopamine produces symptoms

ing today."

National Telephone Survey of Veterans Underway

A national telephone survey of veterans designed to help VA plan its future programs and services got underway last month and will continue through August. Results from VA's fifth comprehensive survey of a nationwide sample of veterans are expected in 2002. The last survey was conducted in 1993.

The survey helps VA: I follow changing trends in the veteran population; I compare characteristics of veterans who use VA services with those of veterans who do not;

I study its role in the delivery of all benefits veterans receive; and

I update information about veterans to help the Department analyze its policies.

Interviewers working for the survey contractor, Westat, Inc., will ask veterans about their health, disabilities, military background, education, and their needs for services such as medical care, housing and education assistance.

The interviewers will use a sample of 20,000 veterans, 13,000 of whom will be selected by a random-

number dialing procedure. The other 7,000 will be selected from files of veterans who are enrolled in VA health care or who receive disability compensation or pension benefits. Those veterans will receive a letter giving them advance notification about the survey.

Participation in the survey is voluntary and the information the interviewers obtain from the veterans will be kept confidential under the federal Privacy Act. VA conducts the survey every seven or eight

years.

March 2001

5

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