VAnguardU.S. DEPARTMENT OF VETERANS AFFAIRS SEPTEMBER/OCTOBER 2000

Local Cable TV Shows Lights, camera, outreach — page 10

Inside: VONAPP, 4 ✩ VA Knowledge Network, 6 ✩ 20th Wheelchair Games, 8 CONTENTS ❏ Electronic VA 4 NTRODUCING Veterans applying for benefits online I Sharon Draves ❏ ITC Conference 6 Nearly 3,000 attend in Austin, Texas With nearly 30 percent of its work the mission of VA and the LEAD force eligible for retirement in the program helped her crystallize that ❏ HR LINK$ Update 7 next few years, the Veterans Benefits passion and put it to effective use.” Two phases now fully implemented Administration (VBA) is taking steps After completing the program, ❏ not only to hire new employees, but Draves began eyeing her next 20th Wheelchair Games 8 also to develop the professional and challenge—the Deputy Secretary’s Athletes, staff mark milestone in Texas leadership skills of existing younger One VA Mentoring Program. Cre- employees who may ultimately ated by former Deputy Secretary ❏ Local Cable TV Shows 10 move into vacant management (now Acting Secretary) Hershel Reaching veterans from the studio positions. One of those is Sharon Gober, the program allows VA Draves. Central Office employees, grades 9- ❏ Culture of Quality 12 She joined VA while in her mid- 15, to gain insight into the highest Tampa wins President’s Quality Award 20s as a claims examiner at the levels of VA management by follow- Chicago VA Regional Office and in ing the Deputy Secretary through his ❏ 1998, made the move to VA Central workday for a two-month period. Former POWs 14 Office to take the position of project After a rigorous application and Seminar highlights successful initiatives manager of the Deci- interview process, Draves was sion Review Officer selected to fill one of 17-20 Test in Compensa- four slots in the COLUMNS tion and Pension mentor program. (C&P) Service. By February On the Cover: “This was a pilot 2000, her position created to mentoring experi- Gerry Culliton, host of “VA improve the ence with the Insights,” a locally-produced claims process,” Deputy Secretary cable television show that airs she explained, was underway. She twice a month throughout New “so I was very attended conferences York City, Long Island, N.Y., New eager to take on at the State Depart- York’s Hudson Valley, and most the challenge.” ment and other of New Jersey, interviews Dr. Shortly after federal agencies, sat in Carol Allen, a physician at the arriving in on closed-door Bronx, N.Y., VAMC, on the Washington, D.C., she meetings with mem- subject of diabetes during a applied for and was selected to bers of Congress and taping of the long-running show. attend VBA’s six-month Leadership even attended the Memorial Day Enhancement and Development Breakfast at the White House where VAnguard (LEAD) program. “I was thrilled to she met President Clinton. VA’s Employee Magazine be selected,” she recalled. The LEAD But, she says, perhaps the most September/October 2000 program helps identify and develop rewarding experience was simply Vol. XLVI, No. 8 the skills of high-performing em- observing the Deputy Secretary. Printed on 50% recycled paper ployees in preparation for future “Watching him, I got to see the leadership positions. “I gained so genuine interest he has in helping much from that program; with the veterans and I learned how to Editor: Lisa Respess assistance of a mentor, I created an balance individual interests with the Editorial Assistant: Matt Bristol individualized development plan to interests of the Department.” help me address my weaknesses and Looking back, Draves says the Published by the I gained a clearer understanding of LEAD and One VA mentoring Office of Public Affairs (80D) the VBA mission and our role within programs had a big impact on her Department of Veterans Affairs the Department.” professional development. Next, she 810 Vermont Ave., N.W. While in the LEAD program, she hopes to be accepted into the Leader- Washington, D.C. 20420 had the opportunity to shadow Nora ship VA program and ultimately (202) 273-5746 Egan, VBA’s Deputy Under Secretary return to one of the VA regional E-mail: [email protected] for Management. “Sharon exempli- offices where she can hone her www.va.gov/pubaff/vanguard/ fies the ideals promoted through the leadership skills. ❏ index.htm LEAD program,” Egan said. “She has an understanding of, and passion for, By Matt Bristol

2 VAnguard Outlook Hershel W. Gober, Our One VA is Making Acting Secretary of Veterans Affairs Great Strides for Veterans

When I came unparalleled system of long-term adjudicating claims than we had in to VA nearly care services for our aging veterans, 1999. And by 2002, we will have eight years ago including nursing home care, private more than 6,000 employees working as Deputy residential care and assisted living on claims, more than half of the Secretary of programs. The Veterans Millennium Veterans Benefits Administration Veterans Health Care and Benefits Act, passed work force. Affairs, I came by Congress in 1999, focuses on these Separating service members can as part of a issues. now file claims for disability com- team of veter- The Act stipulates that veterans pensation and receive physical ans advocates requiring nursing homes due to examinations during their separation with definite goals designed to help service-connected disabilities or process. This has significantly VA become better by serving veter- veterans with a high disability rating, reduced the time it takes to get them ans better. Achieving those goals be guaranteed long-term care. We into our system, and to adjudicate required a true team effort—a One are in the process of establishing their claims. VA effort—which I am proud to pilot programs to determine the It is critical that our national have been part of, along with you effectiveness of different long-term cemeteries meet the expanding need and every VA employee. models of care delivery. for additional burial space for We have transformed VA health We have worked in earnest to veterans. Last year, 561,000 veterans care. Eight years ago, VA treated 2.7 reduce homelessness among veter- died—more than 1,500 a day. VA has million patients; last year, that ans, made great strides in caring for opened four new national cemeteries number was 3.6 million. In 1993, we Gulf War veterans with undiagnosed in the past two years, and we are operated 182 outpatient clinics; today illnesses, and now provide compen- planning new cemeteries in six we have 689, and we are adding new sation for 13 illnesses related to states: Georgia, Michigan, Florida, clinics at a rate of more than one a Agent Orange exposure in Vietnam, California, Oklahoma and Pennsyl- week. as opposed to only four in 1993. vania. We are in the midst of the More than four million veterans Claims processing today is more greatest expansion of our national are enrolled in VA’s health care complex. The level of effort required cemetery system since the Civil War. benefits plan—a plan that has given to evaluate a veteran’s claim for My time with VA has gone by every honorably discharged veteran benefits is much greater, and our much too quickly. I am proud of the the opportunity to be treated at a VA decisions are reviewed judicially by great strides our One VA has made facility. In a recent national survey of the Court of Appeals for Veterans on behalf of veterans. We are going veterans, 80 percent of those sur- Claims. This has created expanded in the right direction, and I know veyed said that they are more procedural requirements. that momentum will be maintained satisfied with the health care they We are aggressively hiring new by employees charged with the most receive from VA than they were two veterans service representatives noble mission in government … to years ago. (adjudicators). By the end of 2001, we care for those who have borne the In addition, we have created an expect to have 1,000 more employees battle. ❏ Senate Confirms President’s Nominees to Head VHA, NCA The Senate confirmed President position last May, the new Under Emergency Management Agency. He Clinton’s nominees for two key VA Secretary for Health had served as has served as Assistant Secretary of executive leadership positions on Deputy Under Secretary for Health the Army for Installations, Logistics, September 8. Deputy Under Secre- since 1995. Walker was nominated as and Environment; Army Acquisition tary for Health Dr. Thomas L. Under Secretary for Memorial Affairs Executive; and Under Secretary of Garthwaite moves into the top job in last December. the Army. He was Acting Secretary the Veterans Health Administration, Garthwaite’s VA career includes of the Army during the first six and Robert M. “Mike” Walker is nearly 20 years of experience as a months of 1998. VA’s first Under Secretary for physician and clinical administrator Walker’s career also includes 25 Memorial Affairs. Both had served in at the Milwaukee, Wis., VA Medical years of work in various staff posi- acting capacities in those respective Center. He served as the medical tions on Capitol Hill. He is a former positions during the months leading center’s chief of staff for eight years. enlisted soldier in both the Tennessee to confirmation. Walker most recently served as and District of Columbia Army Before being nominated for the deputy director of the Federal National Guards. ❏

September/October 2000 3 Electronic VA New Project Allows Vets to Apply for Benefits Online

that would guide a layperson through the process of filling out a form on their computer and filing a claim electronically,” he said. The site, available directly at http://vabenefits.vba.va.gov, is designed to be user-friendly. Users are guided through the online forms by help text that appears in columns on both the left and right sides of the screen. The text on the left side, which provides general information on how to respond to each question, changes as the user moves from field to field. The right side contains specific help topics the user can click on to get more in-depth information on how to complete the form. Once the basic information has been entered on the form, the user sees only the follow- up questions that are necessary to While stationed at Andrews Air Force Base in Maryland, Senior Airman Nicole Williams complete the individual claim. learned through VA’s Transition Assistance Program for separating service members that she VONAPP also has features could apply for vocational rehabilitation and employment benefits over the Internet. allowing the user to check for errors or missing information and print a copy of the form. When the form has lectronic VA (eVA) is not just Web sites, VONAPP gives VA the been filled out completely and an abstract concept anymore. distinction of being one of only a checked for accuracy, the veteran hits E The Department has taken the handful of agencies now offering the the “submit” button to send it for first major step in this effort to ability to actually apply for benefits, processing by a VA regional office. use Internet technology to increase programs or services online. Veter- Veterans have up to 30 days from access to VA benefits and services ans can link to the site from both the the time they begin an application in with the launch of a Web site that VA and VBA home pages. VONAPP to complete and submit it allows veterans to file benefits claims Initially, the two forms available to VA. After the claim is submitted, online. on the Web site are VA Form 21-526 VONAPP assigns the veteran a Veterans with Internet access, as (compensation and pension) and VA confirmation number, along with the well as service members who are Form 28-1900 (vocational rehabilita- address of the regional office that within six months of separation or tion and employment). The form will process it, and the VA toll-free retirement from the military and used to apply for education benefits, number to call for more information. whose installation is participating in VA Form 22-1990, will be available For now, claimants still have to VA’s Benefit Delivery at Discharge on the site this fall. Future plans call mail or fax their signatures to (BDD) program, can now apply for for adding many other VA forms to complete applications. But digital compensation, pension and voca- the site, including those used to signature technology will eventually tional rehabilitation and employment apply for medical care and burial eliminate that requirement. The benefits at their convenience and in benefits. General Services Administration the comfort of their own homes. The idea for VONAPP grew out (GSA) recently awarded 100,000 They no longer need to go to a VA of discussions VBA began in 1997 to digital signature certificates to VA. regional office or fill out paper forms find new ways of using the Internet These certificates are used to verify by hand. to improve access to benefits infor- the identity of individuals when they The Veterans Benefits Adminis- mation and simplify the claims digitally sign documents over the tration, which developed the Veter- process for veterans. VA Under Internet, and bring a greater level of ans ON-line APPlication (VONAPP) Secretary for Benefits Joseph Thomp- security to Web transactions. VA has Web site, began beta-testing it at nine son envisioned an Internet-based earmarked a large portion of the VA regional offices in mid-July, and veterans benefits application that certificates it will receive from GSA is now rolling it out to all regional would go beyond simply allowing for use with VONAPP. offices. Although most federal veterans to download, print and fill VA regional office staff can agencies make forms available for out paper forms by hand. “I wanted download and begin processing the downloading and printing from their something that would be interactive, claim before they receive the

4 VAnguard claimant’s signature, but office without the stuff I VONAPP will not have a needed.” significant impact on “I think it’s great that claims processing times you have joined the in this first phase, Information Age,” another according to Bonnie said. “I like the access to Miranda, VONAPP forms and the ease of project co-director. getting items any time of VONAPP’s help text day that I want them.” and warning messages Even with little or no about missing informa- publicity, the new site tion do save some time received more than 14,000 by ensuring that the visits during the first six form is filled out prop- weeks it was available on erly. And electronically- the Internet, Freiheit said. submitted forms do not About 1,100 compensa- have to work their way through a improved access and convenience tion and pension claims and 270 regional office mailroom, which also are the main benefits of VONAPP. vocational rehabilitation and em- saves time. But because VBA data- Future phases also call for adding ployment claims have been started or bases are not yet linked to VONAPP, features that will allow claimants to submitted through VONAPP so far, regional office staff still must re-key check the status of pending claims, he added. Those numbers are information from the electronic change their address, or check the expected to increase significantly forms after they are downloaded. status of benefit payments. over the coming months as VA VONAPP will decrease process- Most of the feedback VBA has regional offices around the country ing times, however, when it is linked received on VONAPP so far has been publicize VONAPP in their service to VBA’s Modern Award Processing positive, according to Larry Freiheit, areas. and Development (MAP-D) system VONAPP project director. Some About 160,000 original compensa- in a future phase, Miranda said. users have reported glitches, many of tion and pension claims, and 60,000 MAP-D is a computer system being which have been related to the vocational rehabilitation and em- developed to assist regional offices computer hardware they used, but ployment claims are filed with VA with case management through the majority said they were pleased each year. VBA estimates that ten improved reporting of information with the ease and convenience of the percent of both compensation and about claims. site. pension and vocational rehabilitation Linking VONAPP with MAP-D “This is a lot easier than waiting and employment applicants will use will allow VA regional office em- in line at a VA office,” one veteran VONAPP in the first year. When the ployees to compare and validate the who used VONAPP reported. “I had education benefits form becomes information submitted by a veteran all the paperwork needed to fill out available on VONAPP, about 75 through VONAPP, format it, and the form here [at home]. It was better percent of Montgomery GI Bill establish a pending claim with little than having to only partially com- applicants are expected to file their re-keying. For now, however, plete the process if I went into an claims online. ❏ Digital Signature Technology Coming Soon to VA VA’s ongoing effort to make Enrollment Certification before payments can be released. The applying for and receiving benefits (VANetCert) application and the veteran also has the option of easier for veterans got a boost in July Web Automated Enrollment Certifi- providing this verification by phone. with the awarding of 100,000 digital cation (WAVE) application. The digital signature certificates signature certificates to the Depart- Pilot testing of VANetCert, which awarded to VA are among 500,000 ment from the General Services allows colleges and universities to GSA is distributing free of charge to Administration (GSA). These certifi- electronically certify a veteran’s qualified applicants as a way of cates will be used to positively enrollment, began in September. This encouraging their use in the federal identify beneficiaries transacting certification, which must be done government. VA received the first business with VA electronically. before VA can release a veteran’s major award of digital certificates Most of the certificates will be educational benefits, is currently since President Clinton signed the used with the new interactive, handled by modem. Electronic Signatures in Global and Internet-based Veterans ON-line WAVE will allow veterans National Commerce Act (E-Sign) into APPlication (VONAPP) launched by receiving educational benefits to law June 30 using the first digital VBA this fall. VONAPP allows verify their enrollment status certificate issued by GSA. veterans to apply for some VA monthly over the Internet. The awards are being made benefits online. VBA also plans to Currently, VA prints and mails under GSA’s Access Certificates for use the GSA-supplied digital certifi- monthly verification of enrollment Electronic Services (ACES) contract. cates with two other new Internet forms that must be returned by mail VA will receive its supply of the applications: the Internet School and manually processed by VA certificates early next year. ❏

September/October 2000 5 New VA Digital Satellite Network Set to Launch

A new digital satellite network is converted to the digital system. ment agencies that is already avail- will soon begin offering VA employ- National cemeteries do not have the able on the existing analog network, ees unprecedented access to educa- satellite dishes needed to receive the such as broadcasts from the Office of tional opportunities and information network’s programming, but field- Personnel Management and the about the Department. The VA based NCA staff will be able to view Centers for Disease Control, will Knowledge Network, a joint project broadcasts from a nearby VA medi- continue to be aired on the new of VHA’s Employee Education cal center or regional office. network. EES is exploring the System (EES) and Office of the Chief The new network will be a vast possibility of adding new program- Information Officer, will have the improvement over the outmoded ming from other agencies or outside capability to broadcast up to four analog broadcasting system that has content providers that would be channels of educational and informa- been in use for more than a decade, appropriate for VA audiences, tional programming 24 hours a day, according to Stan Sinclair, who Sinclair said. Among those already seven days a week. directs EES as dean of the VA purchased for systemwide broadcast Initially, the VA Knowledge Learning University. Transmission are the Joint Commission Satellite Network will offer two channels of quality will be better, and there will Network series and the PBS Business programming to more than 200 VHA be greater programming flexibility Channel. facilities and VA Central Office when and fewer operational requirements. EES will also design, equip and it becomes operational in November. When a VA facility wanted to operate a broadcasting studio in VA The VHA Learning Channel will receive a broadcast on the old analog Central Office. Intended to be the broadcast a wide variety of educa- system, the facility’s satellite dish primary origination point for VA tional programming, while the VA had to be positioned in advance Communications Channel content, Communications Channel’s pro- using precise coordinates. With the the studio will be used by VA leaders gramming content will primarily be digital system, the satellite dish is and headquarters staff to communi- informational and intended for a One permanently positioned to receive cate information and produce VA audience. the downlink signal at the maximum original programming of broad A third channel offering a mix of strength available to each site. To interest to VA employees nation- programming may be added to meet better accommodate different time wide. scheduling demands. The VBA zones and employee work schedules, Special programming is being Network, which will air educational many EES-produced programs will planned for the network’s official programming currently being be broadcast live twice on the day of launch in December, including broadcast by VBA on the existing the uplink, and taped for repeated broadcasts from VA leaders. Until analog broadcasting system, will join airings at different other times. then, the network will air regularly the three VHA channels as soon as it Programming from other govern- scheduled programs. ❏ ITC 2000 is 12th Consecutive Record-Breaker

Acting VA Deputy Secretary was VA’s Assistant Secretary for Edward A. Powell, Jr., kicked off Financial Management. the Department’s record-breaking Jim Cathcart, the keynote Information Technology Confer- speaker at ITC’s opening cer- ence (ITC) 2000 by challenging emony, set the tone of enthusi- attendees from VA, other govern- asm and excitement that charac- ment agencies, veterans service terized the conference. Cathcart, organizations and the private founder and CEO of Cathcart sector to work as partners to Institute in LaJolla, Calif., deliver top-quality service to the combined humor with the nation’s veterans. “Acorn Principle” he developed He encouraged them to take and published a book about to from ITC 2000, which operated encourage attendees to begin a under the banner “Success Is VA exhibitors and private vendors manned more than journey of self-discovery and Where You Find IT” (informa- 170 booths at the EXPO in the Austin Civic Center, fulfillment. tion technology), the information displaying a wide range of cutting-edge information Nearly 3,000 people from all they need to make better use of technology products and services. over the United States, and as far technology in the work they do away as Australia, attended ITC for veterans. 2000 at the Austin Civic Center. That “Information technology is one of creative ways to utilize innovations broke last year’s record attendance of the most important tools available to in technology to provide veterans more than 2,700. By comparison, the meet the demands of the coming with the improved service they 1987 VAccess conference, the fore- millennium. We must be vigilant in earned and deserve,” said Powell, runner of the ITC, was held at a hotel our efforts to discover new and who at the time of the conference (continued on page 16)

6 VAnguard HR LINK$ Implementation Continues on Schedule

ive years after VA began an and grade for the position. More ees will essentially maintain their ambitious effort to replace than 11,000 managers now have the own timecards by using the Self F PAID—its 30-year-old paper authority to classify Title 5 positions, Service desktop application to and labor-intensive human and about 97 percent of VA’s Title 5 electronically submit leave requests. resources (HR) and payroll system— positions can be classified using Managers will use the same system the first two phases of the HR LINK$ Coho. to approve time and leave requests SM system have been fully imple- The Manager Self Service phase online. The payroll prototype is mented, a third has begun prototype, began prototype on August 21, 2000 slated to begin in 2001. All HR and a fourth will begin prototype in the National Cemetery Adminis- LINK$ SM applications and functions later this year. The final phase will tration, the Office of Financial are expected to be fully deployed begin prototype in 2001. Management and the Office of nationwide by the end of 2001. The goals of HR LINK$ SM, in Human Resources Management at HR LINK$ SM project team addition to replacing PAID with VA Central Office, and at the Austin members say implementing the new state-of-the-art automated systems, Automation and Financial Services system has been a challenge because are to streamline HR and payroll Centers. At these prototype sites, of VA’s size, the significant cultural service delivery, use the latest managers are able to initiate person- change that HR LINK$ SM brings to technology to push HR and payroll nel actions online through the HR VA, and the need to integrate the transaction processing down to the LINK$ SM Self Service desktop many commercial and custom lowest appropriate level, and pro- application for employees under products that were in use throughout vide cost-competitive HR and their span of control. the Department into one seamless payroll services. Once initiated, these personnel system. Since February of this year, all of actions will automatically route The National Academy of Public VA’s more than 200,000 employees through local management approval Administration (NAPA) recently have been able to initiate, change, or levels. After actions are approved, conducted an analysis of HR LINK$ obtain information on more than 20 they will flow directly to the SSC for SM and found that overall, VA has personal and benefits transactions final processing. Online help in the made great strides and is positioned through Employee Self Service. form of programmed alerts, warn- to achieve its objectives for the Employees can complete transactions ings, and messages make the process project. NAPA, an independent, non- seven days a week from 7:30 a.m. to easier for managers. partisan organization chartered by midnight, Eastern Time. The Recruitment phase will allow Congress to help government Using their social security num- employees to review and apply for organizations improve their effec- ber and a four-digit personal identifi- VA jobs online over the Internet from tiveness, also deemed VA a model cation number (PIN), employees work or home. Payroll will be the for both the public and private have the option of accessing HR final phase of HR LINK$ SM. Once sectors in HR/payroll transforma- LINK$ SM by computer or touch-tone this phase is implemented, employ- tions. ❏ telephone. An Intranet-based desk- top application allows employees to complete transactions right from their workstation computer or from any HR LINK$ SM Access Point Upcoming Open Seasons computer. To access HR LINK$ SM by touch- This year, use HR LINK$ SM to enroll in the Combined Federal tone telephone, employees dial a toll- Campaign (CFC), enroll in or change your health benefits election, free number (1-800-414-5272) and use and enroll in or change your Thrift Savings Plan (TSP) contribution. an Interactive Voice Response (IVR) It’s quick, easy, and confidential! system to complete their transac- Just log on to any desktop computer with HR LINK$ SM technology tions. They can also speak with a or visit your facility’s HR LINK$ SM Access Point. When you use the customer service representative at HR LINK$ SM Self Service desktop application, there are no phone the Shared Service Center (SSC) in numbers to remember, and you can print a Topeka, Kan., who can help them confirmation of your transaction. process their transaction. This year’s health benefits open season The Position Classification phase runs from November 13 through December of HR LINK$ SM was also imple- 11, and the 2000 TSP open season runs mented this year. Since May, VA from November 15 through January 31. The managers have had the capability to CFC fall campaign dates vary by facility, but create and classify positions on their will run sometime between September 1 and own using the Coho expert classifica- December 15. tion system. Managers select the Don’t forget that you will need your social security number and HR specific job duties for the position LINK$ SM PIN to access HR LINK$ SM. For more information and/or they want to create, and the system assistance, call 1-800-414-5272; TTY users can call 1-800-877-8339. automatically determines the series

September/October 2000 7 20 Years and Counting Wheelchair Games Clears a Milestone

their participation in the first Wheel- chair Games in 1981 in Richmond were: Tony Barriga, of New Augusta, S.C.; James Bird, of St. Louis, Mo.; Stefan Florescu, of Lincoln Park, Ill.; Joseph Lacertosa, of Staten Island, N.Y.; Jimmy May, of Midlothian, Va.; Leon Thompson, of Englewood, Fla.; and Roy Nungester, of Circleville, Ohio. All but one have attended all 20 Games. “It is seeing everybody every year, all the different people,” said Thompson, using words echoed by the others. “As Lacertosa said, ‘I’ve made many friends here.’” While Barriga enjoys the competition, he also enjoys watching veterans compete and “seeing them do the best that they can.” Fond memories fast forward to where all the “old heads” agree that Eleven athletes, including Pat Burns, of Bel Air, Md., competed in the grueling Slalom Super technology has made equipment G event, a first-time exhibition at this year’s Games. better while the Games have become tougher, more grueling, and heading toward a combination of traditional hether they were recalling community,” Brown recalled. A and “extreme” in the next century. Long Beach, Calif., in 1983, former world-class wheelchair Paul Regan, of Clarence, N.Y., W Pittsburgh in 1998, New basketball player, he credits wheel- had a Cheshire-cat grin and a “game Orleans in 1990, or any of chair sports with playing a major face” on as he spied what appeared the other National Veterans Wheel- role in his own life. to be a blur shooting across the chair Games from years past, partici- Other Games founders included convention center floor, heading pants at this year’s Games echoed Wally Lynch, former chief of Recre- directly toward him. Some, unaccus- one common sentiment: “They all ation Therapy in VA Central Office, tomed to seeing a hand cycle maneu- have been great.” and Muriel Barbour, former chief of ver, scurried to get out of the way. Held July 4-8 in sultry but richly- Recreation Therapy at the Richmond, But Regan stood his ground and cultured San Antonio, Texas, the 20th Va., VA Medical Center. Both joined greeted his fellow vet on the hand National Veterans Wheelchair Brown in San Antonio for the first cycle with a thumbs-up. Games pulsed with the expectations time in nearly 20 years as a special “I can’t wait for this to be an of something special. anniversary tribute. official event,” Regan said. “It is a It was the same feeling as know- “Little did we realize or even world of difference from when I first ing this was the birthday that would think that 20 years later these Games started to compete in basketball and make a difference, like finally being would be the largest [annual] swimming. old enough to get a driver’s license wheelchair sports event in the United “We even play basketball by or cast a vote. States,” said an exhilarated Brown. NCAA rules now. I dare say ‘ex- Tom Brown, chief of Recreation Co-sponsored by VA and the treme’ sports will be added to the Therapy at the San Antonio VA Paralyzed Veterans of America and Games menu in the not-too-distant Medical Center, knows that feeling hosted by the San Antonio VAMC future.” intimately. He was one of the origi- and the VA Heart of Texas Network, David Nau, of Madison, Ohio, a nal founders, and now the national this year’s Games drew about 580 novice Games competitor who director, of the Games. veterans from nearly every state in participated in the hand cycle “I think 21 years ago, we didn’t the U.S., Puerto Rico and Great exhibition, was attracted by the even think about whether the Games Britain to participate in five days of potential of future Games to feature would go on and on––we were just events that required the right mix of contests in the “extreme” milieu. interested in providing another strength, endurance and determina- Nau, a wheelchair bungee jump experience for disabled veterans and tion. enthusiast, was among the first to giving the therapists another tool to Longevity, however, was the join in the rock-climbing exhibition. help motivate their re-entry into the mantra of some athletes. Proud of Nau’s hands were taped to the

8 VAnguard handle of an assistive device to do the rock climb. New Policy Clarifies Personal Use “I managed to climb to the top, then down and halfway up again,” of Government Office Equipment said Nau. “I truly believe that the demands of ‘extreme’ sports will A new directive issued in July rized breaks, weekends or holidays. challenge athletes with disabilities to spells out exactly how and under Any personal use that could greater preparation, greater accom- what circumstances VA employees cause congestion, delay or disruption plishments and greater life satisfac- can use government office equip- of service to any government system tion.” ment, including computers, for or equipment is not allowed, accord- Karen Wake, of Chester, Va., personal use. The new policy empha- ing to the directive. Personal use for who has competed in three previous sizes that using office equipment for activities that are illegal, inappropri- Games, was more restrained about personal use is a privilege, not a ate, or offensive to fellow employees the idea of competing in “extreme” right, and can be limited or revoked and the public are prohibited as well. sports but thrilled at the thought of at any time. The directive also warns employ- being a spectator. According to the policy, personal ees against unauthorized posting of “Athletes with disabilities are in use should involve minimal addi- agency information on external news fact rock climbing, bungee jumping tional expense to the government, be groups, bulletin boards or other and surfing,” she pointed out. “It’s performed during times when the public forums, particularly when just an extension of society’s matura- employee is not on duty, and should these activities are at odds with the tion and the mainstreaming of not interfere with VA’s operations or agency’s mission or positions, or persons with disabilities. The Games violate standards of ethical conduct. could create the perception that the are no exception.” The use of small amounts of employee is acting in an official “Brutal” was a common descrip- electricity, ink, toner or paper are capacity. tion of the “Slalom Super G” course examples of activities that involve Employees should keep in mind by the 11 athletes who competed in minimal additional expense to the that they have no right to privacy the first-time exhibition at the government, as are brief personal while using government office Games. The brainchild of head phone calls, e-mail or Internet equipment at any time, the policy slalom official Jim Hayes, this event sessions. states. Those who want their private pitted top winners in earlier slalom Downloading large files, such as activities to remain private should competitions against each other in motion picture video, or the contents not use government office equip- treacherous courses of steep ramps, of an entire compact disc for per- ment, including their desktop sharp turns, and uncertain obstacles. sonal use, are examples of activities computer and its access to the Spectators cheered wildly as each that are not considered minimal Internet and e-mail. veteran completed the course. Top additional expense. More detailed information about winners were Jody Shiflett, of The policy specifies that employ- how VA employees can and cannot Virginia Beach, Va., who finished ees should not use government office use office equipment for personal use with an amazing speed of 3 minutes, equipment at times when they are can be found in VA Directive 6001, 7 seconds, and Laura Schwanger, of expected to be performing official which has been distributed nation- Williamstown, N.J., whose results duties. They may, however, use wide. It can also be downloaded office equipment before or after work from the Internet at www.va.gov/publ/ were 3 minutes, 32 seconds. ❏ For this year’s Spirit of the Games hours, during lunch periods, autho- direc/irm/6001dir.pdf. Award winner, Larry Hughes, of Columbia, Md., traditional track and VA to Hire More Disabled Employees field events have been the primary focus for the past 17 years. He is the To commemorate the 10th during the Spirit of ADA National United States national record-holder anniversary of the Americans with Torch Relay in Washington, D.C. He in discus, javelin and shot-put, a Disabilities Act (ADA), the law carried the torch, along with nearly world record-holder and a 1996 establishing a “clear and comprehen- 200 other participants, in a march Paralympic gold medalist. At this sive prohibition of discrimination on across the Memorial Bridge and on to writing, he is in Sydney, Australia, the basis of disability,” President the Franklin Delano Roosevelt defending his title at the 2000 Clinton on July 26 issued an execu- Memorial where a ceremony com- Paralympic Games. tive order calling for federal agencies memorating the 10th anniversary of Next year, the Games will reach to hire 100,000 people with disabili- the ADA was held. another milestone when a new ties over the next five years. The cross-country torch relay century of competition kicks off in At VA, the weight of that chal- began in Houston and traveled “The Big Apple.” The Bronx, N.Y., lenge falls on the shoulders of Keith through 25 cities to raise public VA Medical Center will host the 21st Bailey, national manager of the awareness and consolidate support National Veterans Wheelchair People with Disabilities Program in for the goals of the ADA and the Games in New York City July 1-5, VA Central Office. And he is off to a Individuals with Disabilities Educa- 2001. ❏ running start. tion Act. Bailey says he was honored The day before the President’s to participate in the torch relay. “It By Jan Northstar order was issued, Bailey took hold of was very emotional, a great feeling of Atlanta OPA Regional Office the ADA torch and held it high (continued on page 11)

September/October 2000 9 Cable TV Offers Unique Way to Reach Veterans

moved farther south, to White Plains, N.Y., to make it easier for guests coming from different parts of the network to get to the studio. Tapes of the show are mailed once a month to each station that airs it. The show boasts a guest list that over the years has included Vice President Al Gore, former VA secretaries Edward Derwinski, Jesse Brown and Togo West, Miss America Heather French, and national and state veterans service organization leaders. Clinicians have appeared on the show to talk about health-related topics such as smoking cessation, hepatitis C, heart disease and depres- sion. Local VA regional office and national cemetery staff have also been frequent guests, providing information on benefits and other VA North Texas Health Care System employees (left to right) Deatra Childress, VBA and NCA-related topics. management assistant in Quality Management; Sharon Balthrop, assistant chief of Medical Culliton has trained other public Media; and Gene Davies, chief of Medical Media, edit an edition of “Veterans Health affairs officers from VISN 3 to help Today,” the health care system’s local cable access TV show. with hosting duties, as well as booking guests and distributing t’s no secret that reorganizations, ness of the medical center in the tapes. He also has shared his exper- advances in information technol- Hudson Valley. tise by working with other VA I ogy and other factors have One of Culliton’s initiatives was facilities interested in starting their pushed VA into an era of unprec- to start a cable program in a talk own cable TV shows. Network edented change in recent years. And show format called “VA Insights,” Director James Farsetta contributed those changes have led VA facilities produced at a local cable television an item on how to produce a VA to look for new and more cost- studio in Peekskill, N.Y. He put his cable TV show to the VA Virtual effective avenues for getting infor- 12 years of broadcasting experience Learning Center, and he recently mation about VA’s programs, to good use as host/producer of the spoke about the network’s success services and role in the community show, and the guests were mostly with the program on a national to veterans, their families, employees clinicians, experts and veterans from conference call with medical center and the general public. One increas- the medical center. The show quickly management. ingly popular way to reach all of became popular with area veterans Using “VA Insights” as the those audiences is through produc- and VAMC employees. model, several other VA facilities are ing or participating in local cable When Culliton became chief of now producing their own cable television shows. communications for VISN 3 (Bronx, shows. More than 65 million U.S. house- N.Y.) in 1996, Network Director “Veterans Health Today,” a holds subscribe to cable television, James Farsetta asked him to turn the monthly cable show produced by the according to the National Cable show into a network-wide produc- VA North Texas Health Care System, Television Association, and many tion. The show was gradually airs in 21 cities throughout North cable providers set aside channels for expanded throughout the network, Texas. Public Affairs Officer Jessica public, educational or governmental and is now aired in New York City, Brakefield serves as producer of the use. Most provide facilities, services Long Island, the Hudson Valley and show, which started airing in Febru- and equipment free of charge to most of New Jersey. ary 1999. She recently began sharing produce programming for these Ten years after it began, “VA hosting duties with Assistant Chief channels. Some even offer training to Insights” has a potential weekly of Medical Media Sharon Balthrop. A fledgling producers. viewership of 20 million people. special edition of the show was The first VA facility to tap into Twenty-six half-hour shows are recently produced as part of Dallas this relatively inexpensive communi- produced each year, two per month, VAMC’s 60th anniversary celebra- cations vehicle was the Montrose, featuring guests from each of the tion, and featured interviews with N.Y., VA Medical Center, in 1990. network medical centers, area vet past and present chiefs of staff. Then-director Edward Gamache centers, VA regional offices, leaders The Northern Arizona VA Health challenged his new public affairs in the veterans community, and VA Care System’s monthly show, officer, Gerry Culliton, to find ways headquarters officials. “Veterans News and Views,” is of improving the image and aware- The taping of the show was produced and hosted by chief of

10 VAnguard Voluntary Service and Public Affairs Pinellas County Government and program to help recruit volunteers, Frank Cimorelli. The show began Pinellas County Veterans Services. sponsors for the its holiday “Adopt a airing in September 1999 throughout They discuss VA topics of interest Veteran” program, and nominations the health care system’s service area. and take calls from local veterans. for its VA “Wall of Heroes.” Since February of this year, Cimorelli Several VA facilities in Michigan “The AMVETS tapings are an and the show’s volunteer staff have provide guests for a cable TV show excellent opportunity for us to let been producing a second edition that produced by the Michigan chapter of people know what’s going on at our airs in 28 markets throughout VISN AMVETS. The half-hour show, called facility without all the work of 18 (Phoenix). Guests have included a “The AMVETS Story Continues,” producing the shows ourselves,” variety of local and national officials and hosted by an AMVETS service Byers said. from VA’s three administrations, officer, is taped monthly and sent to Since ratings for local cable TV veterans service organizations and about 40 cable stations throughout shows are not tracked by Nielson or the military. Michigan. Arbitron, no hard data is available on The Omaha VAMC’s monthly VA medical center employees how many viewers these programs cable TV show, called “Accent on have appeared in educational are drawing. But facilities producing VA” is aired on a local cable segments on topics such as preven- or participating in local cable shows provider’s health and wellness tive health services and the advan- report receiving a significant amount channel several times during the tages of a living will, as well as to of positive anecdotal feedback from month. Associate Chief of Staff for promote positive programs such as veterans, employees and community Education Dr. William Gust serves as local teams competing in the Na- members, suggesting that their the host, and interviews VA staff on tional Veterans Wheelchair Games or efforts are paying off. topics that have included alternative National Veterans Golden Age More information on VISN 3’s medicine, women veterans health, Games. Employees from the Detroit pioneering cable TV program “VA aging, and VA volunteers. The show VA Regional Office have also been Insights” is available on the Virtual is produced by the facility’s Televi- guests on the show to talk about VA Learning Center on the Intranet at sion Services staff members Jim benefits. vaww.va.gov/med/osp/cgi-bin/ Prucha and John Campbell. Kim Byers, public affairs officer at browse.asp?lesson=79&single=yes. Culliton’s best advice to facilities the Ann Arbor, Mich., VA Medical Click on “Show Detail” at the top to interested in starting a cable show is Center, said the facility has used the view the entire lesson. ❏ to keep it simple, at least for the first six months to a year. “It’s easy for new producers to get too caught up Employees With Disabilities (cont.) in creating a show that ends up being much more complex than it needs to accomplishment,” he said. accommodations for people with be, and it becomes too cumbersome And he’s taking the executive disabilities; and for them to continue,” he said. “The order in stride. “In the federal an annual Disability Training reason we’ve been able to continue government, VA is second only to Forum to provide human resources our show for so long is that we the Department of Defense in the staff and equal employment manag- started simple and have kept it that hiring of people with disabilities, ers with the latest guidelines on way. Simplicity gives way to consis- approximately 2,000 people each disability hiring practices. The next tency and longevity.” year,” he explained. “This order calls training forum, scheduled for Because most local cable TV for us to continue that pace, a figure I December 5, 2000, is being held in stations offer production facilities think we can easily surpass.” conjunction with a three-day national and air community, non-profit shows The order states that federal conference hosted by the President’s free of charge, the costs of doing a agencies must prepare an action plan Committee on Employment of show are minimal, according to detailing how they will increase People with Disabilities. Culliton. A few hours of staff time by employment opportunities for In 1945, Congress enacted Public the host, producer and other partici- people with disabilities and submit it Law 176, designating the first week pating staff members must be to the Office of Personnel Manage- of October as National Employ the devoted to each production, and ment within 60 days of the order Physically Handicapped Week. That there’s the cost of copying and date. week was extended in 1988, when mailing tapes of the show to the So, what is VA’s plan? According Congress designated the month of cable stations. to Bailey, major features of the plan October as National Disability Some VA facilities have found an include: Employment Awareness Month. even more cost-effective way to use the Workforce Recruitment For additional information on the cable access television as a veteran Program for College Students with Workforce Recruitment Program or outreach and employee communica- Disabilities, a 12-week intern pro- the Disability Training Forum, tions tool—participating in shows gram that gives college students contact Keith Bailey at (202) 273- produced by others. A number of practical job experience while giving 8921. Or for information on hiring employees from the St. Petersburg, employers an opportunity to work people with disabilities, visit the Fla., VA Regional Office have with people with disabilities; President’s Committee on Employ- appeared on “Veterans Talk Back!,” a a statement on all VA vacancy ment of People with Disabilities Web local television program for veterans announcements indicating the site at http://www50.pcepd.gov/pcepd/ and their families produced by the Department will make reasonable welcome.html. ❏

September/October 2000 11 Tampa Takes Top Honors in President’s Quality Awards

ogy exam reports went from a high Partnership Award in 1997; and the of eight days to one; routine lab Merit Award in the President’s reports from four or more hours to Quality Award program in 1998. 30 minutes; C&P exams from 72 to 29 In that same year, the facility days; and the delivery time for a received a 95 percent accreditation drug critical to heart attack victims score from the Joint Commission on went from 92 to just 20 minutes. Accreditation of Healthcare Organi- These improvements occurred even zations and also became the first VA as the number of veterans treated facility to be accredited by the increased by 49 percent, the number Commission for Accreditation of of inpatient beds decreased by 36 Rehabilitation Facilities for multiple percent and costs per patient de- programs. Tampa is home to several creased slightly during the past three VA Centers of Excellence, including fiscal years. Perhaps most significant Spinal Cord Injury, Rehabilitation, is the response from veterans in a Home Care Services and the Patient recent customer satisfaction survey— Safety Center of Inquiry. 85 percent indicated that they would The Tampa VA Hospital and choose to continue to receive care at Clinics provide comprehensive care the facility even if they could get care to the more than 450,000 veterans outside of VA for free. living in eight central Florida coun- Roff says the improvement ties extending from the Gulf of process began when the Quality Mexico to the Atlantic Ocean. Leadership Team narrowed the Administered by the Office of Jodi Strudwick, a nurse at the Orlando, Fla., facility’s 17 multiple goals down to Personnel Management, the VA Healthcare Center, part of the James A. five “key drivers” strategically President’s Quality Award program Haley Hospital and Clinics, checks the blood aligned with the mission of provid- recognizes organizations that make pressure of Marty Reiss, director of the ing compassionate, high-quality care. government work better and cost VACO Management Improvement Service, The key drivers are: less. ❏ during the Excellence in Government 2000 transition from a hospital to a conference in Washington, D.C., where health care system; By Matt Bristol winners in the President’s Quality Award customer satisfaction as defined by Program were honored. the customer; becoming an employer of choice; Getting on the he James A. Haley (Tampa, innovation in information manage- Fla.), VA Hospital and Clinics ment systems; and Path to Quality T was one of three federal organizational excellence. organizations to take top According to Andrea K. Hixon, Improvement honors at the 13th annual President’s R.N., executive assistant for continu- Quality Award program in Washing- ous quality improvement at the Interested in replicating ton, D.C. The Award for Quality facility, the key drivers were then Tampa’s quality improvements? Improvement is the latest in a series disseminated throughout the organi- The VA Management Improve- of honors presented to the Tampa zation with an emphasis on ensuring ment Service (MIS), part of the facility during its decade of continu- that each of the approximately 3,300 Office of Policy and Planning, can ous quality improvement. employees fully understood how to help. That office administers VA’s “It’s been a real team effort,” incorporate the drivers into their top quality management honor, declared Tampa Director Richard daily operations. “The key drivers the Robert W. Carey Quality Silver. “We’ve seen a tremendous serve as the framework for convey- Awards. amount of dedication from our staff, ing leadership values, strategic The Carey Awards recognize who take pride in delivering the planning, resource allocation, VA organizations that demon- highest quality of care to veterans.” educational efforts and evaluation of strate outstanding achievements Their journey began around 1990, our progress,” notes Hixon. “With in organizational effectiveness. explained Lynette A. Roff, associate the drivers as our guide, we’re And those who administer the hospital director. “And we believe constantly getting better.” program say that going through that working on quality improve- And getting better they are. A the application process can often ment has helped us achieve many series of national awards plots have a more significant impact measurable and significant improve- Tampa’s quality improvement than actually winning the award. ments in patient care and quality.” course—the Robert W. Carey “Using criteria in the Carey Timeliness and improved access to Achievement Award in 1996; the Award application, we can help care have been common themes Carey Trophy, VA’s top quality organizations conduct a self- throughout the process. management honor, and the Office of assessment,” said Darine Prok, a The turnaround time for radiol- Personnel Management’s Labor

12 VAnguard program analyst who runs the National Initiative Spreads the Word Carey Awards program. “The goal is not to identify weaknesses, but on VA’s Health Care Achievements to show how the Carey criteria are linked and how recognizing Did you know that staff that linkage can be the first step courtesy was VA’s best area toward systems thinking. We’ve of performance on the developed tools to help organiza- national inpatient and tions evaluate the system instead outpatient satisfaction of the individual parts.” surveys? The application process is Or that VA scored 79 on simple. Applications for the 2001 the externally-conducted Carey Awards program are being American Customer Satisfac- distributed in October 2000 and tion Index, significantly will also be available on the MIS above the average private Web site at vaww.va.gov/ sector health care score of VAQuality/appguide.htm. At that 70? site, you can learn about the Or that 80 percent of VA awards process, the value of self- outpatients report that they assessments, tips on preparing get their clinic appointment an application, site visit issues scheduled at a convenient and how to optimize the use of time? feedback reports. These and other Once complete, application systemwide accomplish- packets are submitted to the ments in the VA health care system information would be ideal to Office of Policy and Planning, resulted from the implementation of convey on the paper liners used on where they are assessed by a the Performance Measurement food trays in all VCS food courts and board of examiners composed of System, launched in 1996 by the cafeterias. employees from VA and other Office of Quality and Performance. He believed the tray liners, federal agencies. Based on the The Performance Measurement similar to the ones used in many examiners’ assessments, site System was established to meet the restaurants, would help patients, visits are conducted to determine challenges of improving health care their families and staff answer the final applicants. quality, patient and stakeholder question, “Why should you recom- All finalists’ applications and satisfaction, and economic efficien- mend the VA health care system?” site visit reports are then for- cies. Broad, statistically reliable, Staff from Canteen Service, the Office warded to a panel of judges for ongoing measurement of perfor- of Quality and Performance and final ranking. The panel is com- mance objectives is the foundation of Publications Service teamed up to posed of top leaders of quality the system. produce two tray liners that are organizations from both the Under Secretary for Health Dr. being distributed to all VA canteens private and public sectors and Thomas Garthwaite, looking for a in September. often include past Malcolm way to call attention to VA’s health Cited for helping to move the Baldrige Award winners. care accomplishments, asked Dr. nation’s largest integrated health Thomas Barritt, a program Jonathan Perlin, VA’s chief quality care system toward its goal of analyst in MIS, says that complet- and performance officer, to create a delivering consistent, high-quality ing the Carey Award process can pamphlet that could be distributed to health care to veterans, the Perfor- help organizations develop a all VHA employees. mance Measurement System was a baseline by which to measure the The result was a pocket-sized, recent semifinalist in the 2000 progress of quality improvement three-fold Quality Checks pamphlet Innovations in American Govern- programs. “Team members in containing highlights of VA achieve- ment Awards Program. These MIS are anxious to work with ments in such areas as patient awards are sponsored by the Ford anyone who has decided to take satisfaction, access to health care, Foundation and administered by the initiative to move their organi- and patient safety. The pamphlet Harvard University’s John F. zation forward using quality proved popular, and has been Kennedy School of Government in improvement processes such as distributed to all VA medical centers partnership with the Council for the Robert W. Carey Award for use as a handout to employees, Excellence in Government. Program,” he said. patients, at health fairs and meetings. VA’s Performance Measurement For more information about And now a new national effort is System and National Center for the Carey Award or other VA underway to get the word out on Patient Safety were among 21 federal quality improvement programs, VA’s achievements in health care initiatives to be named semifinalists contact Marty Reiss, director of quality. Jim Donahoe, director of the for the awards. Overall, 96 semifinal- the Management Improvement Veterans Canteen Service (VCS), saw ists were selected from a field of Service, at (202) 273-5131. ❏ the Quality Checks pamphlet while 1,300 candidates from federal, state attending a meeting and thought the and local government agencies. ❏

September/October 2000 13 National POW/MIA Recognition Day Former POW Seminar Highlights Successful Initiatives

swayed and pivoted, as if restructuring operations allowed reliving her dance with death. them to provide personalized one- Later, she encouraged the on-one service that’s receiving high VA counselors, psychologists, marks from Mississippi ex-POWs. At POW coordinators and rating the Jackson VA Regional Office, specialists to continue search- Ratings Specialist Nancy Mullins ing for ways to improve handles all ex-POW claims—from services to veterans. “I ask you conducting the initial interview to to re-commit yourself to my rating the claim—while next door at heroes, the American service the Jackson VA Medical Center, members. Because it was a GI Physician Jo Harbour conducts both who, in 1945, noticed a small primary care and claims-related breath of life in my tiny body.” protocol examinations for ex-POWs. Inspired, audience members “This way, Nancy and Dr. Harbour leapt to their feet and filled the can build a relationship with the room with applause. veteran, someone they can trust,” The seminar had come to a said team member Amy Owen, a close. But much had been POW coordinator. gained during the three-day In addition to learning about One event, the fourth in a series of VA initiatives, employees also had training conferences for VA the opportunity to share their employees who work with thoughts on how VA might improve former POWs. They learned of services for ex-POWs. When ex-POW successful One VA programs Thomas M. McNish, M.D., chair of for ex-POWs such as the the Secretary’s Advisory Committee Seattle Experience, where on Former Prisoners of War, asked employees of the VA Puget how the committee could further its Sound Health Care System efforts to improve the delivery of Dr. Jo Harbour, a POW physician at the Jackson, work with the Seattle VA services and benefits to ex-POWs, Miss., VA Medical Center, examines former prisoner Regional Office to identify ex- employees eager to share their views of war T.L. Strickland of Forrest, Miss., who was POWs and bring them to the formed lines behind microphones. taken captive at Pork Chop Hill in Korea. medical center for extended Their suggestions included protocol examinations and periodic adding a special symbol on the efore an audience of more re-evaluations. The goal is to estab- computerized patient records of ex- than 200 VA employees, lish and maintain accurate rating POWs that would better indicate B veterans service organization levels for presumptive conditions. their priority status, and improving representatives, and former Drs. Mack Orsborn and Steve training for newly appointed POW POWs and their families at the One Hunt, of the Seattle VA Medical coordinators. VA-Meeting the Needs of Former Center, described how it all came When VA Acting Secretary Prisoners of War seminar held July 25- about. “Many of the ex-POWs we Hershel Gober addressed the group, 27 in Washington, D.C., Edith Eva were seeing in western Washington he reminded them why former Eger, Ph.D., shared a moving ac- were relatively underserved by the POWs deserve special status. “While count of a 16-year-old girl’s struggle VA for a variety of reasons,” Hunt we owe every American veteran a to survive in a Nazi concentration noted. “And our VA regional office great deal for his or her service,” he camp. It was a story she knew well. did an outstanding job of locating said, “we have a special responsibil- “I had to dance as a ballerina for these veterans and encouraging them ity to those who gave up their liberty Dr. Josef Mengele, the Angel of to come in for protocol exams. so that all of us could remain free.” Death,” she began in a soft, gentle “Due to their advancing age, the Want to learn more about the One voice, “and I didn’t want to make a complexities of their POW experi- VA-Meeting the Needs of Former mistake and be the next to go to the ences and medical histories, we Prisoners of War seminar? Contact Dr. gas chamber.” Reaching for an decided to spend additional time Walter H. Cox, program manager in audience member’s shoulder, she with them and consequently have the Employee Education System and continued. “So I closed my eyes and seen an average 56 percent increase education consultant to the pictured myself not in Auschwitz, in their rating percentages following Secretary’s Advisory Committee on but as Juliet starting a mournful the extended exam.” former POWs, via Outlook e-mail, or dance above the body of Romeo on Attendees also heard the Jackson, call (205) 731-1812 ext. 206. ❏ the Budapest Opera House stage.” Miss., One VA Case Management Raising her arm high in the air, she Team for Ex-POWs describe how By Matt Bristol

14 VAnguard Unique Program Helps Homeless Women Veterans

three-bed program with VA facilities nation- transitional wide. As part of a workshop Wood- residence for ward-Smith led at the second Na- homeless tional Summit on Women Veterans women Issues held in Washington, D.C., in veterans. June, she presented a 19-minute Over a video about Angel’s Landing. period of two The video, which includes and a half interviews with members of the months, the Women Veterans Network and women gave women veterans who have benefited more than from the Angel’s Landing program, 1,000 hours was well received by summit partici- of their time pants. Joan Furey, director of VA’s to clean, Center for Women Veterans, said she paint, replace considered it one of the highlights of A group of women veteran VA employees in Nashville, Tenn., helped turn doors, the summit. “It demonstrated, in a a dilapidated house into this shelter for homeless women veterans. plumbing way that words alone can’t,” Furey and wiring, said, “why those of us in the business hen Angel’s Landing, a landscape, furnish and decorate the of caring for women veterans shelter for homeless small house. Donations from local strongly support our women veter- W women veterans in Nash- veterans service organizations, ans program managers and our ville, Tenn., opened its businesses and community members women veterans programs. It doors in April 1999, it was the first helped them reach their goal. showed the intangible benefits that facility of its kind in the state. But To date, Angel’s Landing has come from a strong women veterans that’s not the only reason the facility helped 13 homeless women veterans. program.” is unique. Its existence is due in large It has been at maximum capacity Michael Barrett, of VA’s Em- part to the efforts of a group of since opening, and maintains a ployee Education System, served as women veteran employees from the lengthy waiting list. executive producer of the video, Nashville VA Medical Center, VA The program provides much which has been distributed nation- Regional Office and community more than just a temporary home for wide to VA medical centers, VA volunteers working together as the women veterans. A wide range of regional offices and vet centers. In it, Nashville Women Veterans Net- services are offered, including women veterans tell the often heart- work. individual and group therapy, wrenching stories of the downward The Network started as an compensated work therapy, sub- spiral that led them to homelessness, outreach and education group to stance abuse treatment, and other and how Angel’s Landing helped support women veterans. But it special programs such as smoking them get back on their feet. quickly grew into much more. cessation, physical therapy and “Through the help of the women Fifteen months after the group was occupational therapy. in the network who knew things that formed, members forged a partner- Woodward-Smith serves as case were available for me,” one woman ship with Operation Stand Down manager and conducts weekly house veteran says, “I was worked into the Nashville Inc., to help homeless meetings with residents. Each VA medical program, I was able to women veterans. resident is also assigned a “sister stay here [at Angel’s Landing] while MaryAnn Woodward-Smith, sponsor” from the Women Veterans my treatment was started, and I was women veterans program manager Network who offers friendship and eligible for a veterans disability for the VA Tennessee Valley Health helps the resident re-establish pension. I now have a steady income Care System, knew from her work community ties. and I have health care. My whole life that there was a great need in the Residents also get help with has changed.” Nashville area for a homeless shelter transportation and job hunting, and “Angel’s Landing gives you for women veterans. So she ap- can stay at Angel’s Landing for as hope,” said another, “and makes you proached the Women Veterans long as six months. Six of the women feel that one day you can have a real Network about taking on the chal- who have been through the Angel’s life again.” lenge of renovating one of four Landing program are now em- Woodward-Smith and the dilapidated houses acquired by ployed, and two are totally disabled members of the Women Veterans Operation Stand Down, a non-profit and receiving VA benefits. Two Network hope the video will serve as agency that helps homeless veterans, others have returned to school to an example of what can be accom- and opening it as a shelter for further their education. Three are plished when a group of people join homeless women veterans. current residents. together for a common cause, and They agreed, and in February Now the Women Veterans that it will inspire other VA facilities 1999 began renovating and furnish- Network is sharing the story of its to launch similar programs across ing one of the houses to be used as a success with the Angel’s Landing the nation. ❏

September/October 2000 15 New Stamp Series Honors Four Distinguished Soldiers

The U.S. have been Postal Service Murphy’s 76th has issued birthday. Murphy, commemora- who had a suc- tive stamps cessful acting honoring four career in Holly- of the nation’s wood after the most distin- war, was killed guished in a plane crash soldiers, three in 1971. The of whom also San Antonio have strong VAMC was connections to Employees wait in line at the Murfreesboro, named in his VA. The four Tenn., VA Medical Center to purchase the Alvin honor two soldiers C. York commemorative stamp. years later. selected for The Postal the stamp series—Omar N. Bradley, Alvin C. York, Service Audie L. Murphy and John L. Hines—are being com- offered the memorated for their heroism and leadership in World Murphy Wars I and II. stamp for sale General Bradley, who commanded the First Army at the unveil- during the 1944 Allied landing in Normandy and later ing ceremony, served as Army Chief of Staff and the first Chairman of as well as a the Joint Chiefs of Staff, also served as VA administrator special from 1945 to 1947. Bradley’s VA tenure was brief but cancellation critical—the burden of managing the tremendous in- for collectors. crease in VA activities after World War II ended fell About 500 South Texas Veterans Health Care System squarely on his shoulders. More than 15 million new commemora- Director Jose R. Coronado, Medal of Honor veterans became eligible for benefits during those years. tive envelopes recipient Louis R. Rocco, and San Antonio Tennessee native Sergeant York was awarded the and stamps Postmaster Manny Arguello (left to right) Medal of Honor for his single-handed capture of German were sold unveil the Audie L. Murphy stamp at the San soldiers during World War I. The VA medical center in following the Antonio VA Medical Center. Murfreesboro, Tenn., is named for him. ceremony. Texan Murphy, the most decorated American combat The Murfreesboro VAMC hosted a special ceremony soldier of World War II, received the Medal of Honor for in July to mark the second release of the York commemo- saving the troops in his company and single-handedly rative stamp. Sgt. York’s sons, George Edward York and breaking up a German attack toward the end of World Andrew Jackson York, were special guests at the cer- War II. The VA medical center in San Antonio bears his emony honoring the life and legacy of their father. York, name. who died at the Nashville VAMC in 1964, devoted much Hines, a World War I veteran, was awarded the of his time after the war to community service. Distinguished Service Cross and the Distinguished Employees and visitors lined up an hour before the Service Medal for his bravery and leadership in combat. program to purchase the new stamp from a Postal He went on to serve as Army Chief of Staff. Service representative, and cancellations were also The San Antonio VAMC hosted a stamp unveiling available for collectors. The Distinguished Soldiers ceremony on June 20 in conjunction with what would commemorative stamps are available at post offices. ❏

ITC 2000 (cont.) for some 500 attendees, and focused primarily on the which increased this year to 175 booths, including both operations of the Austin Automation Center. This year’s private vendors and VA exhibitors who displayed a full attendees had a wide choice of training and information range of cutting-edge products and services related to sessions on more than 350 topics and a total of more than information technology. 400 sessions, including telemedicine, video conferencing, The 12th annual conference was hosted by the Austin data management, and online and satellite training. Automation Center, and co-sponsored by the Office of Several sessions were broadcast via satellite to VA Information & Technology, the Veterans Health Admin- offices across the nation for employees who were unable istration and the Veterans Benefits Administration. to attend. More than 30 employees participated in the Information about the conference and topics presented is Equal Access Program for visually impaired employees, available on the ITC Web site at vaww.aac.va.gov/itc. including attendees from five other federal agencies. One Session handouts from ITC 2000 and links to other sites of the conference highlights was EXPO, the exhibit area, also are available on the site. ❏

16 VAnguard the myelin sheaths surrounding nerves. Damage to myelin sheaths causes inflammation and scarring which interferes with nerve function. This can lead to muscle weakness, fatigue, numbness and loss of balance—all symptoms of MS. EDICAL The results of their study, appearing in the May 15 issue of M the Journal of Clinical Investigation, show estrogen improves advances the vaccine’s potency—the female mice treated with either a T- cell receptor vaccine or estrogen developed fewer symptoms of Patient Awake as Pittsburgh VA an MS-like disease than mice getting no treatment. “But when we used combined therapy [both the vaccine and the estrogen], Surgeons Perform Heart Surgery the animals were completely protected and didn’t become even Surgery seems to be everywhere these days. Watch laser mildly ill,” said Offner. The combined therapy also boosted the eye surgery performed on strangers at a Fairfax, Va., shopping number of regulatory T-cells, those that keep the errant T-cells mall, or sit back on the couch as the drama unfolds on one of in check, and increased levels of proteins responsible for the “real life” emergency room shows popping up on cable TV. reducing inflammation. The researchers don’t know whether But how about watching doctors perform surgery on your their promising results can be repeated in humans. But they will own beating heart? A team of surgeons from the VA Pittsburgh pursue the possibility of trials in MS patients, and plan further Healthcare System (VAPHS) and University of Pittsburgh studies looking at estrogen’s potential to augment other types of Medical Center (UPMC) made history this summer by perform- immune system therapies. ing the nation’s first coronary bypass surgery on a patient as he lay awake, chatting with staff in the operating room. Instead of using general anesthesia on the patient, Juhan San Diego VA Researchers Link Paiste, M.D., an anesthesiologist in the VAPHS and assistant Osteoarthritis to Defects in Cartilage Cells professor of anesthesiology and critical care medicine at Researchers in the VA San Diego Health Care System have UPMC, injected an epidural through a tiny catheter near the found that defects in how cartilage cells “breathe” and produce patient’s spinal cord to numb his entire chest area. The epidural energy may cause osteoarthritis, a debilitating joint disease that is a less-risky regional anesthesia routinely given to block labor affects about 16 million Americans over age 60. Results of the pains during childbirth. Then Marco Zenati, M.D., a VAPHS study, published in the July issue of Arthritis and Rheumatism, cardiac surgeon and director of the Minimally Invasive Cardiac suggest that osteoarthritis may come to be viewed as a “power Surgery Program at the University of Pittsburgh School of failure” in the mitochondria of cartilage cells. Medicine, began the two-inch incision required for the opera- Mitochondria are important structures within the cells of the tion. The minimally invasive direct coronary bypass technique human body. Oxygen-dependent electron transport in mito- significantly reduces a patient’s hospital recovery time. chondria helps produce energy in the cell. The study found that In this case, Zenati believes the patient could have gone when this process is hampered within cartilage, the rubbery home the day after the surgery. He was, however, held five tissue between joints, osteoarthritis could develop. The re- days longer for observation and a post-surgery cardiac cath- search suggests that new osteoarthritis drugs could be aimed at eterization. “Our goal is to make bypass surgery an outpatient preserving this vital mitochondrial function in cartilage cells. procedure,” said Zenati. VA Physician Describes Uncertainty Portland VA Scientists Hopeful of in Prostate Cancer Care Preventing Multiple Sclerosis in Women In an editorial appearing in the June 28 issue of the Journal Often called the female hormone, estrogens are essential of the American Medical Association, Timothy Wilt, M.D., of the molecules found in both males and females that influence Minneapolis VAMC Center for Chronic Disease Outcomes growth, development, behavior, reproductive cycles and many Research, says that urologists and radiation oncologists too bodily functions. And scientists at the Portland, Ore., VA often recommend prostate cancer treatments that they person- Medical Center are hoping the powerful hormone can also be ally provide, rather than providing patients with a balanced used to prevent multiple sclerosis (MS) and other autoimmune presentation of the known risks and unproven benefits of all diseases in women. available options. Physicians have long noted that women with MS go into “Specialists mean well when they make treatment recom- remission during pregnancy, when estrogen levels are high, mendations,” said Wilt. “Unfortunately, these intentions are explained Halina Offner, Ph.D., co-director of the frequently not supported by convincing evidence and may not Neuroimmunology Research Program at the Portland VAMC be in the best interest of the patient.” In the article, titled and professor of neurology at Oregon Health Sciences Univer- “Uncertainty in Prostate Care,” Wilt explains that current sity (OHSU). Using this information, she teamed with Arthur treatment recommendations are based on physician advice, Vandenbark, Ph.D., a VA senior career scientist and OHSU patient testimonials and media reports of methodologically- professor of molecular microbiology, immunology and neurol- flawed studies. He suggests that those diagnosed with prostate ogy, to study how estrogen would interact with a T-cell receptor cancer consider enrolling in research clinical trials that offer the vaccine shown to slow the progression or improve the symp- opportunity to receive scientifically sound treatment while toms of patients with MS. helping to further research on the disease. Wilt is currently The T-cell receptor vaccine works by blocking certain leading a 15-year study comparing surgical removal of the receptors on the surface of errant white blood cells that attack prostate to a more conservative treatment approach. ❏

September/October 2000 17 coordinated by Rafael compared to the Vietnam War Marcano, VARO project Memorial in Washington, manager, Jose A. Alicea, D.C., is a lasting memorial VARO information resources dedicated to the memory of HAVE management chief, Lisa those who served alongside Morales, VAMC facilities, and American soldiers in Vietnam you heard Mike Figueroa, VAMC project and who paid the ultimate engineer. sacrifice during the war. VA Under Secretary for and Cindy Turcott of the Memorial Affairs Robert M. Regional Loan Center, and This summer, the Enhanced-use leasing Walker recommended a Mary Michels, of the Veter- Northport, N.Y., VA Medical and the recent GAO report Cherokee County, Ga., site ans Service Center. Planning Center was host to “Touched alleging that VA wastes $1 for construction of a new is underway for the 2001 by Fire: The Australian million a day on unnecessary national cemetery in the program. Experience in Vietnam,” an facilities were among the Atlanta area. The owner of the original 36-foot mural, painted timely topics that drew more 770-acre site, a World War II Staff from the Eagle in oils, that chronologically than 260 VA facility planners, veteran who landed at Omaha Point, Ore., National depicts Australia’s involve- managers and leaders to New Beach on D-Day, offered the Cemetery used to drive ment in the Vietnam War. Orleans this summer to land as a donation, with no nearly 100 miles to Roseburg, Derek Walsh, the artist, and participate in the VA Capital cost to the government. Ore., to maintain the grounds several members of the Asset Management Confer- Following an environmental of the national cemetery Veterans of the Vietnam War, ence, known as CAMCON assessment, a recommenda- there. But now, thanks to a Inc. Australia are traveling this 2000. Attendees heard tion to accept the property will contract between Eagle Point summer throughout the States speakers from the highest be transmitted to the Secre- and the Roseburg, Ore., VA to promote the respect and levels of VA, other govern- tary of Veterans Affairs. A Medical Center, they don’t standing of Vietnam veterans, ment agencies and the private total of 12 sites were consid- have to make that long trip particularly among the youth, sector; learned about capital ered. The Atlanta area is one because veterans in the and to raise community management trends and of six locations identified in medical center’s Compen- awareness of historic military alternate strategies; and VA’s Report to Congress on sated Work Therapy program events. The Australian exhibit, reviewed VA’s asset portfolio the Establishment of Addi- are now maintaining the which many Americans have and how it is managed. ❏ tional National Cemeteries as Roseburg cemetery grounds. required by the Veterans But that’s not all. They’re also Millennium Health Care and preparing sites for burial, Thanks for the Memories Benefits Act of 1999. cleaning, setting and repairing headstones and even The LIFT: Leadership assisting visitors. According to Initiatives For Tomorrow Dona L. Brewer, public and Intern Program at the St. community relations officer at Paul, Minn., VA Regional the Roseburg VAMC, the Office helps employees program has generated a interested in advancing their great deal of individual and careers prepare for future community pride in knowing leadership roles within VA. the cemetery is being properly Seven employees in the Class cared for. of 2000 recently completed the interactive two-year In the spirit of One VA, the program. The goal is to San Juan VA Medical develop the existing talents of Center teamed with the San participating employees at the Juan VA Regional Office to Derek Mumford, a retired schoolteacher and St. Paul VARO who may then establish a benefits office veteran of both World War II and Vietnam, has created a compete for supervisory or strategically placed so as to nostalgic environment for patients with Alzheimer’s leadership positions. Bonnie be easily accessible to the Disease at the North Little Rock campus of the Central Lacki, the LIFT program chair reported 1,500 outpatients Arkansas Veterans Healthcare System. and a management analyst at visiting the medical center Studies of dementia patients indicate they retain the regional office, developed each day. Staffed by two some long-term memory but lose short-term memory. the plan, direction and goals veterans service representa- So creating an environment that reminds them of the of this group. The graduates tives and a receptionist, the 40s and 50s may have therapeutic benefits. Mumford are: Candace Anacker, benefits office will make it volunteered to create wall murals, a soda fountain in the Barbara Arntzen, Susan easier for veterans interested dining room and a nostalgic barbershop, to help the Berres, Michael (Mattie) in learning about VA benefits veterans rekindle their old memories. Mathisen, Cheryl Seanoa to do so. The project was

18 VAnguard designated a Senior Research nursing staff and patient care Career Scientist by VHA issues in a complex environ- Rehabilitation Research and ment that provides conscious Development Service in sedation, interventional ONORS Washington, D.C. He is the radiology, magnetic reso- H only audiologist in the nation nance imaging, computed and awards to have received this competi- tomography, ultrasound and tive award, which provides nuclear medicine. funding for research projects Charles and improve the quality, for seven years. The award Marianne Mathewson- O’Brien, timeliness and accuracy of will support Wilson’s experi- Chapman, director of the M.D., chief of citizen services. mental work in the Auditory Federal Strategic Health Psychiatry at Research Laboratory at the Alliance in the Philadel- Dr. Harvey Jay Cohen, Mountain Home VAMC. His VISN 8 phia VA director of the Geriatric research focuses on how (Bay Medical Research, Education and people hear in noisy back- Pines, Fla.) Center, Clinical Center at the Dr. O’Brien grounds and on the types of and deputy received the Durham, N.C., VA Medical hearing loss that are best surgeon American Psychiatric Center, has been elected treated with hearing aids. general in Association’s highest re- president of the the Army search honor, the Award for Gerontological Society of National Research in Psychiatry. America (GSA) for the period The National Memorial Mathewson-Chapman Guard, O’Brien, who founded the 2000-2001. Cohen is a Cemetery of the Pacific recently became the first Addiction Research Center at professor in Geriatric Medi- (NMCP) in Hawaii received an woman in the Guard to be the Philadelphia VAMC in Institutional Award from the cine and director of the Center promoted to the rank of major 1971, leads the team that first for the Study of Aging at Duke Commerce Department’s general. In VISN 8, demonstrated in humans that University Medical Center. National Oceanic and Mathewson-Chapman is addiction produces condi- He currently chairs the Board Atmospheric Administration responsible for linking VA and tioned responses that of Scientific Counselors of the for collecting, recording and Department of Defense health continue after drug use stops National Institute on Aging forwarding daily rainfall care assets with Army and increase the risk of information over the past 50 and has authored more than Reserve units throughout relapse. The team also 200 scientific publications on years. The information Florida, Puerto Rico and the invented the Addiction cancer and on the immunol- gathered is forwarded to the U.S. Virgin Islands. A deco- Severity Index used by ogy of aging. National Weather Service’s rated Gulf War veteran, she is clinicians and researchers all Pacific Region Headquarters also an advanced nurse over the world and discovered This summer, the Los in Honolulu and then on to the practitioner in adult health and the efficacy of naltrexone, an Angeles National Cemetery National Climatic Data Center oncology. opiate antagonist, in the received an incentive award in Asheville, N.C., where it is treatment of alcoholism. of $50,000 from the Los compiled with information on Angeles Board of Water and weather patterns from around The Disabled American The Government Power Commissioners for the nation. Alan Sumitomo, Veterans named Danny Computer-based Patient implementing several water NMCP support services Merced, a 17-year-old Record (GCPR) Framework conservation practices. supervisor, accepted the volunteer at the Miami VA Project received the Pioneer Cemetery Director Bill award from David Hilea, Jr., Medical Center, the most Award at the national elec- Livingston and his staff cooperative program manager outstanding VA youth tronic Government Confer- pursued the incentive award for the local National Weather volunteer in the nation and ence and Exposition in July. for more than a year, installing Service. awarded him a $10,000 GCPR is a federal inter- a new irrigation system, National Commander’s Youth agency health care technol- controlling watering sched- Colleen M. Sasso, a Volunteer Scholarship. ogy initiative expected to ules, conducting proper radiology nurse clinician at the Merced, who is supervised at improve the highly secure aeration and implementing San Francisco VA Medical the medical center by Hattie electronic exchange of patient good mowing techniques. Center, became the first VA Pittman, R.N., and Remberto medical information among The funds from the incentive nurse to be named president- Rodriquez, M.D., began participating health care award will be used for a elect of the American Radio- volunteering there at the age organizations. The GCPR central irrigation control logical Nurses Association of 12 and has since logged Framework Project was cited system and weather station. (ARNA). She has been an nearly 2,000 hours. He in the award as one of the ARNA board member since recently graduated from year’s 20 most significant Richard H. Wilson, 1997 and will assume the Miami-Dade Community federal, state and local Ph.D., chief of Audiology and position of president for the College and began attending electronic Government Speech Pathology Service at year 2001. As the charge classes at the University of programs that increase the Mountain Home, Tenn., nurse of the Radiology Florida as a 17-year-old productivity, save resources, VA Medical Center, was Department, Sasso oversees Junior. ❏

September/October 2000 19 to see if he could help. Using for assistance. Nabil H. skills he learned in the Raheb, M.D., and Edward J. military, Dudgeon first Harnois, a nursing assistant, identified the most seriously arrived at the window and HEROES injured. He then enlisted the rushed to grab the man. ✩ ✩ ✩ ✩ ✩ help of others involved in the Raheb leapt onto the platform accident who were not injured and caught the patient by his to help stabilize those with arm just as he was about to While driving to work late also a VA employee, at the more serious conditions. He jump from the roof. Harnois one evening, Tony Jefferson Barracks Division of asked someone to call helped bring the patient under Marangoni, a staff nurse in the St. Louis, Mo., VA Medical paramedics and helped direct control and escort him back the Intensive Care Unit at the Center. traffic around the accident inside. Thanks to the quick Lake City Division of the scene until the victims had thinking and disregard for North Florida/South Georgia ✩ ✩ ✩ ✩ ✩ been taken to local hospitals. personal safety demonstrated Veterans Health System, For Dudgeon, this was the by these employees, a came upon an overturned Karen L. Lee, an em- latest in a series of selfless potential tragedy was averted. vehicle. Stopping to investi- ployee in the canteen at the acts. Once, while shopping gate, he discovered a young Gainesville Division of the downtown, he chased a ✩ ✩ ✩ ✩ ✩ woman trapped inside the car. North purse-snatcher and tackled As he assessed her condition, Florida/ the thief, holding him until he noticed severe head South police arrived. He also helped When the call came for trauma and quickly sum- Georgia prevent a suicide at the volunteers to travel to moned paramedics. He then Veterans cemetery and once rendered Guatemala on a humanitarian stayed on the scene to help Health first aid to an elderly gentle- mission, Richard T. Shelton, free the woman from the System, man who had fallen and D.D.S., staff dentist at the mangled wreck. She was became injured himself while visiting Tampa, Fla., VA Medical airlifted to the nearest trauma Lee concerned the final resting place of a Center and a major in the center, where she underwent when she noticed a patient loved one. U.S. Air Force Reserve, emergency surgery. purchasing large quantities of stepped forward to take the cold medicine over a two-day ✩ ✩ ✩ ✩ ✩ challenge. During the 11-day ✩ ✩ ✩ ✩ ✩ period. So after the second mission, his team saw more incident, she asked Roderick Employees at the Battle than 1,400 dental patients While driving home from a A. Fair and Derek W. Owens, Creek Mich., VA Medical within the Chimaltenengo conference, Beatrice Rue, an Engineering Service employ- Center recently gave new Sacatepequez region of employee at the St. Peters- ees, to check on the patient meaning to their “We Care” Guatemala. It’s not the first burg, Fla., VA Regional while she contacted the VA motto. Two co-workers were time Shelton has used his Office, saw a van lose control police for assistance. Captain facing a terrible tragedy—their skills as a dentist to help and slam into the guardrail. Milt Gordon, of Police and daughter was killed and they others. In 1997, he provided The impact caused it to flip in Security, arrived and con- were left to care for her three dental care to Oglala-Lakota the air, ejecting some of the fronted the patron, who small children. Learning of the Native Americans on Pine passengers, and then roll over identified himself as a second- tragedy, a group of employ- Ridge Reservation in South several times. Rue immedi- floor inpatient. It was noted ees quickly organized a Dakota and in 1998, he ately pulled over to help. that the patient had ingested surprise “baby shower” for the provided dental care to Native Other rescuers rushed toward the contents of at least six couple and presented them Americans in the Yukon- the van, so she decided to packets of the cold remedy. with items donated by fellow Kuskowin area in Alaska. search the tall grass for the Because of Lee’s careful employees including a check victims who were thrown from observation and quick for several thousand dollars, ✩ ✩ ✩ ✩ ✩ the vehicle. She heard crying thinking, a potentially deadly two clothes dressers, toys, and located a small girl. incident was averted. food and presents for the When a patient in the Nearby, a toddler lay strapped children. Nursing Home Care Unit of in its child seat, apparently ✩ ✩ ✩ ✩ ✩ the Altoona, Pa., VA Medical unharmed. Rue stayed with ✩ ✩ ✩ ✩ ✩ Center threatened to cut the girl and directed others to Early one morning, himself with a large, jagged the toddler. She learned the Michael Dudgeon, an As she went to inform a piece of glass, Mark Vinglish, girl’s father was a diabetic and irrigation technician at the patient at the Northampton, a nursing assistant, stepped relayed this information to the Riverside, Calif., National Mass., VA Medical Center in to take control of the paramedics on the scene. Cemetery, was driving to that his visitors had arrived, situation. Showing no regard She then followed the work when he spotted a car Donna Darcy, LPN, saw the for his own personal safety, ambulance to the hospital at accident on a heavily traveled man climbing out a second Vinglish quickly disarmed the the young girl’s request. rural road. He immediately story window and onto a roof man and prevented him from Ironically, the girl’s father is pulled to the side of the road platform. She quickly yelled harming himself or others. ❏

20 VAnguard