May/June 2010

Volunteer Excellence Help for Haiti Protecting Veterans’ Information Hiring Homeless Veterans Features

Help for Haiti 6 VA joins the relief effort to help the island nation recover War Stories 9 Veteran who inspired “Dear John” character recovers from PTSD 6 Protecting Veterans’ Information in the Digital Age 12 Acting DAS for Information Protection and Risk Management offers tips Putting Ideas into Action 14 VA to implement employee ideas to transform claims services Hiring Homeless Veterans: A Promising Initiative 16 The Waco VA Regional Office responds to the Secretary’s charge Falling Waters: A Wellspring of IT Training 18 New center delivers training to IT professionals nationwide Opportunites to Give: Made in America 20 14 Youth volunteer puts her “passion to help others” toward serving veterans Going to Their ‘Happy Place’ 23 An army of volunteers helps make the Winter Clinic a week to remember

Departments

3 Tribute/Letters 31 Medical Advances 4 Management Matters 33 Have You Heard 5 Outlook 36 Honors 23 26 Around Headquarters 39 Heroes 30 Introducing 40 Volunteers

VAnguard VA’s Employee Magazine May/June 2010 Vol. LVI, No. 2 Printed on 50% recycled paper On the cover Marwah Ahmed, 17, is the 2009 Editor: Lisa Gaegler recipient of the James H. Parke Memorial Assistant Editor/Senior Writer: Gary Hicks Scholarship for her volunteer work at the Photo Editor: Robert Turtil VA medical center in Washington, D.C. Staff Writer: Amanda Hester Ahmed, a high school senior, has been volunteering at the D.C. VAMC since she Published by the Office of Public Affairs (80D) was 13. She has served in a variety of departments, including the lab, research, U.S. Department of Veterans Affairs and the director’s office. She volunteered 810 Vermont Ave., N.W. more than 200 hours at the medical center Washington, D.C. 20420 during 2009. Ahmed received a $20,000 (202) 461-7427 scholarship. photo by Robert Turtil E-mail: [email protected] www.va.gov/opa/publications/vanguard.asp

2 VAnguard • May/June 2010 FEEDBACKOUTLOOKTRIBUTE Sumner G. Whittier: A Lifelong Commitment to Public Service

Not many VA employees re- capacities at the local level, president were ever present director of Blue Shield in member the spring day back he ran for state office and was and in use at VA during his Michigan. In 1963, he became in 1959 when VA Administra- elected senator, representative tenure, and he infused them executive director of Easter tor Sumner Whittier stood and lieutenant governor for into the institutional culture. Seals. In 1972, he became a in front of the headquarters the Commonwealth of Mas- He oversaw many changes director at Social Security, building and beamed with sachusetts. He joined VA in that brought VA into the where he remained until he pride as two bronze plaques January 1957 as chief insur- modern era. He ensured VA’s retired in 1991 at age 80. Not emblazoned with Lincoln’s ance director, and in Decem- continued progress to deseg- content to sit on the sidelines, words “to care for him who ber, after less than a year on regate veterans’ services that he continued to be active in shall have borne the battle the job, President Eisenhower began in 1953, and witnessed politics, and at 94 published and for his widow, and his appointed him to head the VA’s entry into the electronic his second book, “Sonnets to a orphan … ” were mounted entire VA. age when the first computer Saint,” in memory of his wife. on the front. Fifty years later, Whittier personified the system was installed at the After a long illness, Sum- the plaques still adorn the humanistic leadership style Philadelphia district office in ner Gage Whittier, VA’s fifth entrance to greet employees, and inspired his employees November 1959. Administrator (1957-1961), visitors and the public alike. by leading through example: Whittier left VA in Janu- died on Jan. 8 at age 98. That simple act became one of he was a morale builder. In ary 1961 to become executive By Darlene Richardson Whittier’s many legacies and 1958, Whittier established the unintentionally gave VA its first VA employee newsletter enduring motto. and held a contest to come LETTERS Women Veterans keeping” magazine to select Program one individual who had made I read with great interest the the most significant achieve- article, “She Served, She De- ment in government on behalf serves …” (March/April). In of women. That publication the otherwise terrific article, I awarded her $25,000. President noticed an apparent oversight. Donald J. Rosenblum Eisenhower The article by Connie Raab Volunteer congratulates Sumner Whit- failed to mention the contri- Washington, D.C., VAMC tier after he butions of Susan H. Mather, is sworn in as M.D., under whom Ms. Raab Remembering a Hero VA Adminis- and I served. Dr. Mather was I believe that the back cover trator in 1957. an early and effective advocate of the March/April issue was for women veterans, especially very disrespectful to Robert L. in the health care arena. In- Howard. deed, many of the advances This gentleman was a

AP made by women veterans can Medal of Honor recipient! He in large measure be directly deserved to be remembered as Whittier was unique up with a name for it. We are attributed to Dr. Mather’s dili- a hero, not as an afterthought. among VA Administrators: he all familiar with the winning gence and hard work. Lynn M. Walter was not a military careerist or name: VAnguard. Fifty years It was no surprise that her Accountant an industrialist like his prede- later, that employee newsletter accomplishments were recog- Administrative & Loan cessors, and he was the first has grown into a slick, modern nized by an independent panel Accounting Center ever to serve in elected public magazine that serves as a uni- assembled by “Good House- Austin office prior to coming to VA. fying link for all employees. Whittier graduated from That same year he insti- Boston University in 1935 and tuted the VA pledge of service: We Want to Hear from You served in the Navy for three “The VA is dedicated to ad- Have a comment on something you’ve seen in VAnguard? years during World War II. minister veterans’ laws effec- We invite reader feedback. Send your comments to van- He was discharged as a lieu- tively, expeditiously, and with [email protected]. You can also write to us at: VAnguard, Office tenant. Later, he was elected to sympathetic understanding, of Public Affairs (80D), Department of Veterans Affairs, 810 city council in his hometown and to exercise constructive Vermont Ave., N.W., Washington, D.C., 20420. Include of Everett, Mass., and became leadership in the field of veter- your name, title and VA facility. We may need to edit your smitten with public service. ans’ affairs.” As a Lincoln afi- letter for length or clarity. After serving in various cionado, quotes from the 16th

VAnguard • May/June 2010 3 MANAGEMENT MATTERS

Helping Veterans Achieve their Employment Goals Ruth Fanning Director, Vocational Rehabilitation and Employment

As director of VA’s Vocational program provides the services Employment Opportunities level wages at the conclusion Rehabilitation and Employ- and assistance necessary to Act, veterans recruitment of the on-the-job training if ment VetSuccess program, ensure each eligible veteran appointment, veterans pref- the training progresses satisfac- I lead VR&E in fulfilling its is capable, to the maximum erence, 30 percent or more torily during the probationary mission to help veterans with extent possible, of living in- disabled veterans, disabled vet- period. service-connected disabilities dependently and participating erans enrolled in VA training Whether hiring the vet- and certain service members in family and community life programs—such as the VR&E eran directly through a special awaiting discharge due to a activities, with the added po- program—and Schedule A. hiring authority, an on-the- medical condition prepare tential of eventually returning Federal agencies may also use job position, or providing for, find and keep suitable to work. VR&E’s non-paid work expe- training through a non-paid employment. For individu- Services/benefits may in- rience program in conjunction work experience program, the als with disabilities so severe clude, but are not limited to, with the Office of Personnel manager also benefits from the that they cannot immediately the following: Management’s hiring authori- continued involvement of the consider work as a viable op- n assistive technology; ties to quickly employ veterans veteran’s case manager, who tion, VR&E offers services to n specialized medical, health, non-competitively. provides ongoing support, as- improve their ability to live as or rehabilitation services; The non-paid work ex- sistance with any job-related independently as possible. n services to address personal perience is an internship pro- issues such as accommoda- In fiscal year 2009, more or family adjustment issues; gram that provides veterans an tions, and continual follow-up than 11,000 veterans successfully entered suitable employ- In fiscal year 2009, more than 11,000 veterans successfully ment or achieved their goals of living independently at home entered suitable employment or achieved their goals of and in their communities. living independently at home and in their communities. The following are services and benefits that may be n independent living skills opportunity to obtain training until the veteran is determined provided by VR&E to assist training; and practical job experience successfully adjusted in his or veterans in achieving employ- n connection with communi- and allows the federal man- her new career. ment goals: ty-based support services; and ager to “try out” a veteran in VR&E’s new and n comprehensive vocational n services that may eventually an entry-level position. The improved Web site, evaluation to determine abili- lead to veterans considering agency has the opportunity to www.VetSuccess.gov, allows ties, skills, interests and needs; employment on a volunteer, evaluate the veteran prior to hiring managers to post job n vocational counseling and part-time or full-time competi- consideration for hiring in a announcements and search rehabilitation planning; tive basis. temporary or permanent posi- veterans’ resumes for quali- n employment services such This past year, President tion. VA pays the veteran a fied applicants. Veterans can as job-seeking skills, resume Obama signed an executive monthly subsistence allowance also upload their resumes and development, and other work order aimed at hiring more during the program. There is search for jobs and internships readiness assistance; veterans to work in the federal no cost incurred to the agency posted by employers. In addi- n assistance finding and keep- government. The order calls and no obligation to hire the tion to advocating for veterans ing a job, including the use of on each federal agency to veteran. to become VA employees, special employer incentives; establish a veterans employ- When a veteran is partici- VR&E also partners with n training such as on-the-job, ment program office designed pating in a training program federal and private sector em- apprenticeships, and non-paid to help veterans navigate the through VR&E, the employer ployers to create opportunities work experiences; federal application process. To can hire that veteran non- for hiring veterans in career n post-secondary training at comply with this mandate, competitively. Employers may positions. a college, vocational, technical federal agencies can use federal also hire veterans in on-the-job For more information or business school; and hiring authorities, non-paid training positions. This allows about VR&E VetSuccess hir- n supportive vocational reha- work experience and on-the- employers to bring veterans in ing programs, contact your bilitation service including case job training to hire eligible at the apprentice level, with local Vocational Rehabilitation management, counseling and veterans. a lower wage paid during the and Employment office by referral. Federal hiring authori- training period and the expec- calling 1-800-827-1000, or The independent living ties consist of the Veterans tation of permanent journey- visit the Web site.

4 VAnguard • May/June 2010 OUTLOOKOUTLOOK

Celebrating 85 Years of Research for Veterans’ Care Joel Kupersmith, M.D. Chief Research and Development Officer

Since 1925—the year, eight care; women’s health; and to the United States and who conditions such as cancer, and a half decades ago, during health equity and access. volunteer to participate in VA traumatic brain injury, and which F. Scott Fitzgerald pub- One cutting-edge area of research studies. post-traumatic stress disorder. lished “The Great Gatsby”— current VA research focus is Two new publications Also in the magazine, you VA has been at the forefront the science of genomics—the address the extraordinary will find inspiring triumph of research to enhance veter- study of genetic information triumphs of VA research: a stories of veterans who have ans’ lives. From the outset, toward tailoring therapies for book titled “VA Research returned from combat in Af- the goal of the VA research an individual patient. Other 1925-1980,” and a first-of-its- ghanistan and Iraq with poly- program was defined in no high-priority areas include kind “VA Research Today” trauma injuries, and read how uncertain terms: Do “research comparative effectiveness magazine. The book, written VA researchers are learning to based on practicability,” then- studies, which compare thera- by Marguerite T. Hays, M.D., optimally involve family mem- chief of research Dr. Philip B. peutic options head-to-head a longtime VA researcher bers in their loved ones’ care. Matz described in 1926—not and provide evidence-based and former director of VA’s For access to the com- academic in nature, but with information for use in shared research program, contains plete book or magazine—and concrete results in the form of decision-making by providers a wealth of historical detail for additional information veterans’ recovery from illness and patients, and other strides about our researchers’ ambi- about how VA Research is and injury. being made toward personal- tions and breakthroughs over turning hope into reality for Medical understanding ization of medicine to meet a the years. I was especially veterans—visit our Web site at has advanced remarkably since patient’s individual health care fascinated by the determined, www.research.va.gov. Or you the launch of the VA research needs. “can do” spirit of our research may request a copy of either program, but some things VA’s rich and continuing predecessors—investigators publication by e-mail: research. remain unchanged over the legacy of accomplishment in like Rosalyn Yalow, Ph.D., [email protected]. past 85 years: VA-conducted research was celebrated during the 1977 co-winner of the And stay tuned as VA research meaningfully im- Research Week 2010, held in Nobel Prize for Physiology Research continues to lead proves veterans’ health, ad- April. The theme: “85 Years of or Medicine for her work on the way in medical investiga- vancing health care not only for veterans, but also for other VA’s research spans the full spectrum of health needs of Americans across the country. From effective therapies for primary concern to veterans, from disease prevention to tuberculosis, to implantable rehabilitation. cardiac pacemakers, to the first successful liver transplant, Discovery, Innovation and Ad- a sophisticated technique for tion in the 21st century. Of to the development of the vancement.” Events were held medical diagnosis called radio- the enduring promise of our nicotine patch and beyond, in Washington, D.C., and at immunoassay. research program, Sen. Daniel VA’s trailblazing research ac- VA medical centers through- The magazine, “VA Re- K. Akaka (D-Hawaii), chair- complishments are a source of out the U.S., in recognition search Today,” presents a few man of the Senate Committee great pride to our Department of the long line of top-caliber representative stories of prom- on Veterans’ Affairs, recently and to the nation. VA investigators who have ising VA research in the mod- observed, “VA Research has VA’s research spans the established the foundation for ern era: the state-of-the-art yielded vital breakthroughs full spectrum of health needs the Department’s world-class technology we are developing, that have benefited all Ameri- of primary concern to veter- patient care. such as advanced prosthetic cans, veterans and non-veterans, from disease prevention In the words of Secretary devices and new electrodes ans alike. Looking back, we to rehabilitation. Among the Eric K. Shinseki, “As we mark for implantation in the brain; applaud VA Research’s many areas of focus for today’s VA the 85th year of VA’s research innovative studies that have award-winning discoveries; investigators: traumatic brain program, we celebrate our already made a difference in looking forward, we expect its injury; post-traumatic stress innovative researchers who the lives of veterans, such as greatest days are yet to come.” disorder and other mental helped turn so many hopes those with chronic obstructive I echo those sentiments health conditions; post-de- into realities.” Research Week pulmonary disease, or serious and am proud to count myself ployment health; neurological was also an opportunity to mental illness; and research- among the passionate advo- disease; cardiovascular disease; salute the courageous veterans in-progress that may revolu- cates for top-notch care for cancer; diabetes; prosthetic who have sacrificed in service tionize therapies for medical veterans and all Americans.

VAnguard • May/June 2010 5 Haitian citizens use heavy equipment to clear debris near the presi- dential palace in Port-au-Prince.

Help for Haiti Dod VA joins the relief effort to help the island nation recover from a devastating earthquake.

t’s been more than three months the long-term recovery efforts and the Human Services; second, it must be since the island nation of Haiti impact on Haiti and its Caribbean part of the coordinated federal effort was rocked to its foundation by neighbors are below the surface and being handled by the U.S. Agency for the devastating 7.0-magnitude harder to appreciate. International Development (www. Iearthquake that hit just 15 miles west The same was true of the immedi- usaid.gov/ht); and third, VA must be of the capital, Port-au-Prince. ate rescue and relief efforts—much of reimbursed for that support since VA VA shared with all Americans a their success depended on the hun- cannot use appropriated funds for care sense of shock at the overwhelming dreds of hours of planning, coordina- of non-veterans. destruction and loss of life. Like many tion, preparation and practice that Nevertheless, after the quake was nations, organizations and individu- few see. This was certainly the case reported, VA moved quickly to iden- als around the world, the Department for VA. tify people and material that could extended its sympathy and a helping Many people asked why VA was be made available to assist. Hundreds hand. not doing more. The simple fact is, of VA staff with medical and techni- While the immediate effects of while VA is prepared to provide sig- cal skills maintain their readiness to the tectonic tumult (including 59 af- nificant support, that support must deploy to areas hit by natural disaster tershocks over the next 12 days) were first be requested by another federal or other emergencies. Because of the obvious, continuously reported and agency, such as the Department of international nature of this crisis, lan- easy to see, like the tip of an iceberg, Defense or Department of Health and guage facility, passport and vaccina-

6 VAnguard • May/June 2010 Left: Marie Mompoint, Haiti native and nurse practitioner with the Atlanta VA Medical Center, reviews a patient’s medical record with the immigration team at Dobbins Air Reserve Base. Below: VA Caribbean Healthcare System warehouse employee Javier Pastrana lifts a container of medical supplies onto a Puerto Rico Army National Guard truck as Specs. Marian Otero and Jonathan Per- aza supervise. The VA Caribbean Health- care System in San Juan, Puerto Rico, loaded 12 containers of supplies to be airlifted to Haiti. The pallets, which included basic medical supplies, oxygen tanks and pharmaceuticals, came from VA facilities in both Puerto Rico and Florida.

ann hamilton

felix rodriguez

thomas broach

Above: A tent city outside Gheskio Field Hospital, where Thomas Broach, a nurse anesthetist with the VA Central Califor- nia Healthcare System, was deployed as part of the relief effort. Broach described what he witnessed in Haiti as “surreal apocalyptic devastation” in a region already medically underserved. The retired Army colonel and Vietnam combat veteran was previously deployed with medical units in the Gulf War, Afghanistan, Germany, Kosovo and Iraq. Right: Dr. Jose L. Lezama, chief of Medical Service at the James A. Haley Veterans’ Hospital in Tampa, and Victor L. Ramos, area emergency manager with the Emergency Strategic Health Care Group and National Disaster Medical System coordinator for the Tampa Bay area, discuss the medical triage and transport of Haitian medical parolees, U.S. citizens and active-duty personnel. susan e. ward

VAnguard • May/June 2010 7 tion status were added criteria. communities. support to the surgical team in Haiti. Within three days of the event, Good working relationships, co- One of those was Dr. Allison 579 personnel within VA’s Disaster ordination and communication are Murray, an anesthesiologist from the Emergency Medical Personnel System essential to successful FCC operation, North Chicago VA Medical Center (DEMPS) had volunteered for im- and the Tampa center benefited from and DEMPS volunteer who was able mediate deployment and had been the experience of Jose L. Lezama Jr., to respond to a short notice request. cleared by their supervisors and medi- M.D., chief of Medical Service at the After her return, Murray was enthusi- cal centers to assist as needed. James A. Haley Veterans’ Hospital in astic about the efforts of the team. This information, along with Tampa. “My DMAT (Disaster Medi- information on 102 personnel possess- Lezama has been serving as the cal Assistance Team) was absolutely ing specific “critical” specialties, was deputy director for Mass Casualty fantastic,” she said. “The entire team passed to the Department’s DoD and Services in the Hillsborough County came together under third-world HHS partners during daily conference Emergency Operations Center since conditions … and the Haitian people calls. Hurricane Katrina in 2005. were clearly thankful for our help.” One critical skill, beneficial to “I have learned what resources I Another indicator of progress in both clinical staff and Haitian earth- have available in the community to the recovery effort was marked when quake victims—the ability to speak handle disaster situations, including VA transferred responsibility for French or the Creole-based language volunteer nurses, local emergency tracking patients who came through of Haiti—brought Haitian-born VA room physicians … and Tampa Inter- the FCCs to the Department of nurse practitioner Marie Mompoint national Airport personnel, to name Homeland Security-Citizenship Immi- to the front lines. She greeted every a few,” Lezama said. “There cannot gration Services on March 30. DHS- flight of medical evacuees arriving be a coordinated federal response … CIS has contracted with Refugee Re- at Dobbins Air Reserve Base outside without the coordinated involvement settlement and Immigration Services Atlanta. of multiple community partners in the of Atlanta and Catholic Conference This was the site for one of two process.” of Bishops in Atlanta and Tampa, re- Federal Coordinating Centers VA Together, the two FCCs quickly spectively, to follow these individuals set up and operated, in Atlanta and and efficiently coordinated the place- through their recovery process. Tampa, to receive, assess and place ment of 71 Haitian nationals, 16 Progress, however, does not mean quake victims, returning U.S. citizens active-duty service members and the job is complete. Some experts and military personnel in appropriate seven U.S. citizens. In addition, four estimate Haiti’s recovery will take five medical facilities in the surrounding other FCC sites, in Boston, Lyons, to 10 years. N.J., New York City and Philadelphia, So how can individual VA em- were alerted and prepared to handle ployees help? First, if you are not a A Catastrophic Quake additional victims as needed. The volunteer for DEMPS but are inter- The 2010 Haiti earthquake was a FCCs were deactivated March 5. ested, contact your local DEMPS co- catastrophic 7.0-magnitude with an In response to a request from the ordinator and sign up. epicenter approximately 15 miles U.S. Southern Command, the VA Second, if you want to contrib- west of Port-au-Prince, Haiti’s capi- medical center in San Juan, Puerto ute, there are numerous organizations tal. The earthquake occurred at 4:53 Rico, loaded 12 containers with handling contributions for the Haitian p.m. local time on Jan. 12. By Jan. $50,000 worth of requested medical Relief Effort. One good place to look 24, at least 59 aftershocks measur- supplies that were airlifted to Haiti for is the White House Haiti Earthquake ing 4.5 or greater had been rean Argentinean field hospital set up site, at www.whitehouse.gov/HaitiEarth- corded. As of Feb. 12, an estimated there. The supplies, which included quake, that links to other sites. 3 million people were affected by oxygen tanks and pharmaceuticals, Third, continue to support the the quake; the Haitian government came from various VA medical facili- various non-governmental relief agen- reported that between 217,000 and ties in Florida as well as San Juan. cies as they work to provide assistance 230,000 people died, an estimated Responding to a request from in the months and years ahead. 300,000 were injured, and an esti- HHS, a VA anesthesiologist who Finally, keep the Haitian people mated 1 million were left homeless. previously worked with a deploying in your thoughts and remember, this They also estimated that 250,000 surgical team joined them in Atlanta type of event could happen here in residences and 30,000 commercial recently for a chartered flight to the this country at any time. Be prepared buildings had collapsed or were se- ravaged area. VA supplied a total of and ask yourself, “Am I ready?” verely damaged. five clinical personnel (three anesthe- siologists and two surgeons) to provide By Jim Benson

8 VAnguard • May/June 2010 Todd Vance now goes to college, has a part-time job as a personal trainer and War teaches martial arts. Stories Iraq war veteran who served as inspiration for “Dear John” book and movie recovers from PTSD with help from VA.

raq war veteran Todd Vance’s life in the Army has been portrayed in two books and a movie. He was the inspiration for the fictionalI main character in the best- selling novel and hit movie, “Dear John,” and his experiences as a team leader for a Stryker brigade also were chronicled in Colby Buzzell’s critically acclaimed book, “My War: Killing Time in Iraq.” But the latest chapter in Vance’s life is not portrayed in either a book or a movie—he has successfully recov- ered from post-traumatic stress disorder as a result of counseling he under- kris meyer went in the VA health care system. Todd Vance the veteran now “Whenever I can, I encourage other “Message in a Bottle,” was inspired goes to college, has a part-time job as veterans to go to VA and encourage by stories he heard Vance (who is his a personal trainer and teaches martial them to do something physically ac- cousin) tell about his combat experi- arts. He likes to tell veterans about his tive to help get rid of that pent-up ence in Iraq while sitting around a recovery and treatment at VA, and energy they have.” campfire when Vance was home on he frequently refers veterans to seek The “Dear John” book and movie leave in 2004. counseling and services. came about when novelist Nicholas “We were just sitting around the “The therapy helped me learn Sparks, author of other best-selling fire pit in my Mom’s backyard, and who I am as a person,” Vance said. books, such as “The Notebook” and he (Sparks) kept asking me questions

VAnguard • May/June 2010 9 about deployment and this girl I met when I had come home on leave,” said Vance, 28, who bears a strong physical resemblance—complete with large tattoos on the arms—to the actor, Channing Tatum, who plays him in the movie. Though never Several years later, Sparks drew physically upon Vance’s war experiences, as wounded during his time in well as his relationship with his then- Iraq, Todd Vance girlfriend, in developing the fictional witnessed severe lead character, John Tyree, for the human suffering, and it took a toll. “Dear John” book. Sparks acknowl- edged that Vance was the inspiration for the John character in the book in a posting on his Web site: “I had never written a novel in which the main character serves in the military,” wrote Sparks, “but I was well aware courtesy of todd vance that I had to make John Tyree’s experiences as accurate as possible. their relationship in “Dear John” was notes in his journal into the book. “I drew heavily from a cousin who accurate. After Vance returned safely from served in the Army. Like Todd, my “We hit it off at her friend’s his tour in Iraq, he went back to Fort character was in the Army, had nearly party (on the beach)—all that stuff Lewis, then moved to the San Diego completed his tour when 9/11 hap- was right on,” Vance said. “He got area. At first, things seemed all right. pened, and chose to re-enlist (some- my girlfriend’s personality spot-on Then problems started developing. thing he really didn’t want to do), for too—she was a real caring person who While he had not been physically duty’s sake.” had volunteered to care for orphans wounded, Vance had witnessed se- Sparks also romanticized part of (Savannah, the girlfriend in the book, vere human suffering during his time the story: “When he finally returns, cares for a child with autism).” in Iraq, ranging from fellow soldiers the girl he once loved is now married, While John Tyree is wounded killed from IED blasts and sniper fire and hence, they can no longer be to- in battle (in the movie, but not the to scenes in which young Iraqi chil- gether.” book), Todd Vance did not suffer any dren were blown up in front of his While Vance did not really re- physical wounds. However, some of eyes. His experiences had taken a toll. ceive a “Dear John” letter from his his real-life combat experiences in “Three or four months into it, I girlfriend while he was serving in Iraq, Iraq are portrayed in detail in Buzzell’s just had a crash,” Vance said. “The they did write each other constantly. book. nightmares got to a point where I The significance of exchanging letters Vance and Buzzell became good could not function. My girlfriend became a key part of the story about friends when they were stationed at became very worried and set up an ap- John Tyree’s relationship with Savan- Fort Lewis in Washington state. Buz- pointment for me at the VA.” nah, the fictional girlfriend in the zell describes in the book how Vance When he arrived at the main desk book and movie. served as his mentor, and that he at the San Diego VA Medical Center, “I can’t begin to tell you how im- often turned to Vance for advice in Vance was referred to Michael Kilmer, portant those letters are when you are times of crisis. the medical center’s Operation Endur- serving overseas, especially in a war Buzzell began an anonymous ing Freedom/Operation Iraqi Freedom zone,” said Vance, who volunteered to blog while serving in Iraq. The blog case manager, who also served as be his battalion’s mail guy in between described both battling the enemy a mental health provider. Kilmer’s missions. “You live to get one of those and day-to-day life as a soldier. Buz- position was unique during the 2004- letters—especially if it has lipstick on zell’s blog gained quite a following; 2005 timeframe. VA now has OEF/ the envelope.” his readership included other soldiers, OIF case management teams in each Some aspects of the relationship families, the media, and even con- of its facilities that include a program with Vance’s girlfriend and the time- cerned Army brass. manager, case manager and transi- frame were changed in the book and After Buzzell returned from Iraq tion patient advocate, in addition to movie, but Vance said the portrayal of in 2004, he turned his postings and expanded mental health programs and

10 VAnguard • May/June 2010 post-deployment clinics. Kilmer recalled that “despite a from military service to civilian life. Vance credits the counseling he calmer life and coping skills, Todd With Kilmer’s guidance using PE, an received for several years at VA for realized by avoiding life situations that empirically supported therapy, Vance re-adjustment challenges, including reminded him of his military experi- got better. He no longer goes to therapy for PTSD, with helping him ences and avoiding his memories, therapy, though he and Kilmer stay in get his life straightened out. his life was continually impacted by close contact. “Todd is an example of why edu- nightmares, poor sleep, hyper-arousal Now, Vance likes to tell other cational outreach to family, friends and vigilance.” Vance was ready and veterans about his experiences at VA. and loved ones of returning veterans willing to participate in 12 to 15 ses- “I’m confident and I’m happy is vital,” Kilmer said. sions of Prolonged Exposure (PE) where I am in life,” he said. “I don’t However, Vance was willing to Therapy for PTSD that Kilmer guided have any embarrassment about it. work on transition, life and relation- him through. People ask me about it at the gym and ship challenges and coping skills to “Todd’s devotion to recovery, I tell them I went and that if you’re a manage his anger, anxiety and hyper- with the support of his loved ones, by vet you should go to the VA.” arousal symptoms so he could be the honoring his appointments, follow- Vance also decided to make use person he wanted to be for himself ing through on his ‘In-Vivo Exposure’ of his education benefits, earning an and his loved ones. (real-life exercises that exposed him to associate’s degree in history from Mesa At first, he went to counseling situations that he previously avoided), Community College, and he is now three or four times a week. “First and other homework assignments was pursuing a bachelor’s degree in social thing we did is we worked on the remarkable,” said Kilmer, who is now work, with the goal of serving his fel- tools necessary to learn how to calm network program coordinator for Re- low veterans. Kilmer helped him get down and deal with anxiety and anger turning Veterans Transition and Care into a work-study program to give him and all that stuff,” Vance said. Later Management at the VA Desert Pacific experience working with veterans. he moved on to working on positive Healthcare Network. He is working his way through thinking, “thinking about how we are Most of Vance’s therapy focused school as a personal trainer, and going to stay calm and collected once on normal life situations for a veteran teaches Muay Thai kickboxing and we reach an elevated state.” dealing with PTSD and transitioning other martial arts classes at Undis- puted Fitness and Training Center in Todd Vance’s San Diego. The gym’s classes began experiences as filling up quickly when people found a soldier have out who Vance was as a result of pub- been portrayed in two books licity surrounding the two books and and a movie. the movie. Vance is moving on with his life. Though his relationship with the girl he wrote letters to while serving in Iraq is now over, Vance says the two are still friends. While single, he has an active social life with good friends. He remains in touch with a lot of his Army friends, including Buzzell. He has a good relationship with his par- ents and he believes he is on a positive track. Once he completes his four-year degree, he’s considering a graduate- level degree, and he is interested in pursuing a job at VA. “I would like to see if there is a way I can combine my two passions— helping veterans and teaching martial arts,” Vance said.

robert turtil By Bill Outlaw

VAnguard • May/June 2010 11 Protecting Veterans’ Information in the Digital Age VAnguard sat down with Acting Deputy Assistant Secretary for Information Protection and Risk Management Jaren Doherty to get his thoughts on the use of social media within VA—and to hear how we all can safeguard sensitive information in the digital age.

robert turtil “While social media tools improve communication,” says Jaren Doherty, “it’s a whole new ballgame in terms of security and privacy.”

With social media recently VA would get out there. With its ance between access and maintaining unlocked at VA, what’s the broad reach, it is clear social media the highest level of security controls. Qimpact on how the Depart- can enhance communication for VA As a result, access to social media ment does business? and help us improve service to our remains a business decision for each After President Obama issued the veterans. Still, when we unlocked the administration. Open Government directive, we knew channels last November, we realized While social media tools improve it wasn’t a question of if, but when we would have to strike the right bal- communication, it’s a whole new ball-

12 VAnguard • May/June 2010 game in terms of security and privacy. have explicit approval from an autho- formation in this new medium? While many social networks encour- rized source. Additionally, you should The Office of Information and Tech- age users to share personal informa- have no expectation of privacy when nology has distributed memos on the tion, it’s a very real threat that the using social networking sites; even secure use of social media. In March, personal information you share could with the strictest privacy settings, you we kicked off our Information Protec- be used against you. still run the risk of your account being tion 2.0 campaign to raise awareness hacked. of security best practices and risks Can you give us examples of when using social media. You may the risks associated with so- What’s your best advice for have received communications by way Qcial networking? using social media securely? of your information security officer or More than ever before, cyber crimi- QI’d like to emphasize that VA seen posters at a VA facility. nals are using social media to gather employees must be vigilant about us- We can do everything at an en- personal information for malicious ing social media securely. The most terprise level to make sure our systems intent against individuals—even important thing to remember is never are secure—but we’re only as strong organizations. The practice is called use your VA password (or anything as our end users, so I encourage you spearhead phishing, and yes, it should remotely similar) for a social network- to do everything you can to use social scare you. ing account. Whether you’re on a VA networking sites with caution and Let’s take Facebook as an ex- computer or you’re posting informa- good judgment. If you would like to ample. While Facebook offers a con- tion on behalf of VA (e.g., a VA know more, I encourage you to reach siderable amount of privacy settings, medical center Facebook page), use a for more information on the Informa- at the end of the day, an individual’s strong password, and make sure you tion Protection and Risk Management account is still tied to a name and a are not sharing sensitive information portal, vaww.infoprotection.va.gov. valid e-mail address. So in the context or your VA user ID or password. of sharing information, you should be It’s also important to update your And how can we stay plugged cautious about the type of informa- anti-virus software frequently. More into what’s happening? tion you are sharing. When you last new malware appeared in 2009 than QWe envision continuing com- updated your Facebook status, did you in the entire history of computer munication and guidance on using make sure to share your information viruses. And finally, make sure you social media so that users are aware only with your friends, as opposed download all critical patches to your of good information security practices to friends of friends and everyone? If VA computer. If you’re a fan of click- that allow use of these communica- you chose the latter, you can be sure ing “remind me to install later,” drop tions tools without significantly in- Google found your update and saved the habit. creasing the vulnerability of veteran, it. staff or personal information. In the Be aware of what you share about What steps is the Office of meantime, talk to your ISO or privacy yourself and never share any sensitive Information and Technology officer about how they’re working to information about VA—unless you Qtaking to protect veterans’ in- protect information at your facility— and how you can help. To learn more about using social media securely, visit How You Can Protect Veterans’ Information the Information Protection portal at Across Social Media vaww.infoprotection.va.gov. n Never use your VA password (or anything remotely similar) for a social networking account. What is the biggest challenge n Update your anti-virus software frequently. VA faces in this digital age? n Make sure you download all critical patches to your home and VA computer. QFrom a security standpoint, we n Never post sensitive information on non-VA systems without explicit approval. are fighting a cyber war and we face a n Be aware of your VA association in online social networks—unless you are determined enemy. We must stay on authorized to post on behalf of your organization, be clear your comments are the offense, and we need every VA your own opinion and do not necessarily reflect the position of VA. employee and contractor to take per- n Keep strangers at bay and away from your personal information—consider sonal responsibility for following poli- restricting access to your personal profile with privacy settings. cies and cyber security best practices n Avoid posting personal information—search engines collect and save publicly to protect sensitive veteran data. We available information on social networking sites (e.g., Facebook status updates). simply cannot allow hackers and crim- n Do not download applications from social networking sites. inals to access our networks because of carelessness or human error.

VAnguard • May/June 2010 13 The winning employee ideas will join four pilot programs currently under- way to, in the words of Secretary Eric K. Shinseki, “break the back of the backlog.” In March, he visited the Pittsburgh VA Regional Office to observe a pilot there aimed at finding ways to reduce the time required to request and receive evidence. Left to right: Pittsburgh VARO’s Amy Stewart, Secre- tary Shinseki, veteran James Harper and DAV representative Scott Hope.

warren a. park

hen VA Secretary Eric simple mission: cut those backlogs, K. Shinseki asked em- slash those wait times, deliver your ployees to help improve benefits sooner,” the President said. Putting the claims process by A four-judge panel consisting of submittingW their ideas, they responded former VA Under Secretary for Ben- with more than 3,000 submissions efits Adm. Patrick W. Dunne; Craig- Ideas aimed at transforming the claims slist founder Craig Newmark; Senior process and ultimately better serving Advisor to the Secretary and Chief veterans. Technology Officer Dr. Peter Levin; into “I commend the innovative em- and Deputy National Service Director ployees who submitted these creative for Disabled American Veterans Garry ideas,” said Shinseki. “The men and Augustine was appointed to pick the women of VA and the veterans ser- best of the best. Action vice organizations who understand the Ten Innovation Initiative win- challenges in our claims processing ners were selected by the judges. system have stepped up to deliver tan- Here’s a look at the winning submis- VA to implement gible results for our nation’s veterans.” sions. employee ideas Shinseki called for the competi- n Employees of the Phoenix VA tion following President Obama’s Regional Office submitted an initia- to transform claims announcement last August at the tive to work simple claims first. There Veterans of Foreign Wars convention: are several types of disability claims services. “We’re going to fund the best ideas that are fairly straightforward in the and put them into action, all with a adjudicative requirements, such as

14 VAnguard • May/June 2010 hearing loss and tinnitus, and once and potential input errors. telephone development currently used claimed should automatically estab- n VA Central Office and the St. Paul by some VA regional offices in that it lish eligibility for service-connected (Minn.) Pension Management Cen- mandates a philosophical change of benefits. These benefits can be com- ter submitted an idea to implement development procedures where public pensable or non-compensable, but in rules-based processing for VA pension contact is initiated by VA and is con- either case would establish eligibility programs and other benefits. Andrew sistent at all offices. for medical treatment for veterans Graf’s idea would streamline the n Employees of the Atlanta VA Re- through VA medical centers. By iso- processing of dependency compensa- gional Office submitted an idea called lating specific types of claims, VA can tion and pension benefits through Rapid Evaluation of Veterans’ Claims. work toward automating these claims the implementation of a rules-based In this scenario, veterans may choose and adjudicating them much quicker, system modeled after technology used to have their claims for increased in turn providing better service. to develop tax software programs. His evaluations of service-connected con- n Employees of the VA Records idea lays the foundation for further ditions rated based solely on the in- Management Center in St. Louis implementation of rules-based tech- formation the veterans provide in ad- suggested providing regional offices nology to be applied to compensation dition to any electronic records from with digital images of claims-related claims for increased evaluations and VA medical centers. In effect, the records held in VA’s centralized stor- has the potential to allow for claims veterans waive the VA examination age facility as well as those records lo- to be completed outside the current process because they understand the cated at the VA Liaison Office at the people-centric system. information needed to be granted the National Personnel Records Center. n Veterans Service Representative benefit they seek and have submitted These records, which are required to Ben Rogers, of the Hartford (Conn.) that information. The Atlanta VARO process claims, would be immediately VA Regional Office, suggested creat- will process REV claims within 30 available to the Veterans Benefits ing an interactive chat application days of receipt, thereby providing Administration’s 57 regional offices that would allow veterans to engage more timely service to veterans. and centers—eliminating the wait for in an online dialogue with VA em- n Assistant Veterans Service Center transfer and shipping of paper copies. ployees about disability compensation Manager Jack Hudson of the Pitts- n Rating Veterans Service Represen- benefits. The Veterans Interactive burgh VA Regional Office submitted tative Jeff Myers of the San Diego VA Online Assistant, or VIOLA, would the idea to lessen the need for VA Regional Office submitted the idea help to: inform veterans during the medical examinations by providing to develop an “SMC Calculator”—a application process about what is veterans with standardized medical computer application to calculate needed to process their claim; reduce questionnaires to be completed by entitlement to additional benefits pay- the number of days it takes to com- their private physicians. Veterans able to veterans with the most serious plete a claim by empowering veterans could use these medical questionnaires injuries. SMC, or Special Monthly to have an active role in providing as an alternative to waiting to get a Compensation, is a special allowance VA the exact information needed to full assessment from a VA physician for certain severe disabilities that’s process their claim more efficiently; before their claims move forward. paid in addition to the basic rate. The increase transparency between VA The idea would also allow more time application will allow difficult cases to and veterans by giving veterans a for VA doctors to treat patients. In be rated faster with increased accuracy personal and tailored approach to the western Pennsylvania, VA performs and consistency. The current process claims process; and provide veterans about 7,000 exams for disability claims is manual and involves lengthy and with general information on VA ben- annually. multiple regulations as well as reviews efits and services. n Veterans Service Representative and signatures to move forward. n Employees of the Albuquerque Todd Bonn of the Togus (Maine) VA n Pre-Determination Team Coach (N.M.) VA Regional Office submit- Regional Office suggested aligning Maria Barajas of the San Diego VA ted an idea to revise the front-end employee performance standards with Regional Office submitted the idea claims development process to include VA goals. Specifically, when veterans to customize the Modern Award a specialized interview with the vet- service representatives and rating vet- Processing–Development (MAP-D) eran by phone or in person, a letter erans service representatives are work- database to facilitate communication summarizing the interview, and an ing toward making their production- between call center agents, veterans informational DVD. This approach is based performance standards, their service representatives and veterans. aimed at increasing veterans’ under- actions will reduce claims processing MAP-D contains records for claims standing of the claims process, result- times and the claims backlog. cases and was developed to reduce the ing in better service and improved amount of manual data entry required timeliness. The initiative differs from By Gary Hicks

VAnguard • May/June 2010 15 Jeffery Anderson is an Army veteran who served two tours in Iraq; he’s now working as a mailroom clerk at the Waco VARO and is making progress on re-paying the family medical bills that led to his nine months of homelessness.

Tom morley Hiring Homeless Veterans: A Promising New Initiative The Waco VA Regional Office responds to the Secretary’s charge to end homelessness among veterans. s a formerly homeless veteran, Jeffery Anderson is grateful that his new job at the Waco VA Regional Office is helping him achieve stability for his family. He landed the job through the Waco VARO’s Anew Homeless Veterans Hiring Initiative, created in response to VA Secretary Eric K. Shinseki’s charge to end homelessness among veterans within five years.

16 VAnguard • May/June 2010 “These veterans truly appreciate the opportunity to work. They arrive promptly every day, and they’re among the most productive employees we have.”

Anderson, 26, an Army veteran, ans officials say they have seen an in- basically homeless, and we didn’t have served two tours in Iraq. His nine creasing number of homeless veterans a place to stay. They got me entered months of homelessness began when who are well qualified for employment into the VA system, and then help his wife, Adrienne, suffered severe and are homeless as a result of changes started coming.” medical problems while pregnant with in economic conditions—not through Central Texas VA staff helped their fourth child. Despite sending any fault of their own. place the Andersons at Family Prom- out numerous job applications, An- The Waco VARO’s Homeless ise, a homeless shelter for families, last derson didn’t even get an interview. Veterans Hiring Initiative could serve April. They stayed there until being Now that he’s employed at the Waco as a model for other regional offices granted a housing voucher last Sep- VARO, he’s making progress on re- in support of the Under Secretary for tember. Days after the family moved paying his family’s medical bills. Benefits Strategic Plan: 2009-2014. into a house in Temple, Anderson The Waco VARO has hired six Under action item 2.1.4 of the plan, said Wood called him to find out if he formerly homeless veterans so far, each regional office is charged with would be interested in working at the most of whom were referred by Paula developing a homeless interdiction Waco VARO. Wood, who coordinates housing as- plan that identifies the segment of Anderson has been working as a sistance to homeless veterans through veteran homelessness they can best mailroom clerk at the Waco VARO the VA Supportive Housing program address, specific goals to assist them, since Sept. 24. He helps receive and at the Central Texas Veterans Health and the resources required to execute distribute the more than 3,300 let- Care System. “The regional office was the plan. ters, benefits applications and medical kind of the answer to my prayers,” The state of Texas has about records packages that come in to the Wood said. “We work with many 15,967 homeless veterans, according regional office each day. employment resources, but only the to data from the National Coalition Lowe said the Homeless Veterans regional office has told us, ‘We will for Homeless Veterans. To be con- Hiring Initiative serves two main pur- take your referrals directly to hire vet- sidered for immediate employment poses: erans.’” through the Waco VARO’s Homeless n it places more veterans in employ- “Getting a homeless veteran into Veterans Hiring Initiative, the home- ment at the regional office, where housing is highly valuable,” said Carl less veteran candidates must have at they help their fellow veterans with Lowe, Waco VARO director. “But if least a 30 percent service-connected claims needs; and the veteran doesn’t have a job, then disability rating. n it helps give the homeless veterans he or she won’t have the means to get “I had one veteran come in a chance to gain financial indepen- permanent housing.” here for an interview,” said Lowe. dence and stability. Lowe developed the initiative for “He walked in, and I told him, ‘You’re For Anderson, the Waco VARO’s hiring homeless veterans to fill vacan- hired. We just have to determine Homeless Veterans Hiring Initiative cies at the Waco VARO for entry-lev- which one of two positions you can is providing an important opportunity el positions, such as file clerks (GS-4) be placed in.’” That veteran was An- for a fresh start. “I just want to pay and claims assistants (GS-4/6). At the derson. down all that debt, and then things outset, Lowe met with representatives While Anderson was on active can be stable again,” he said. of the VA Health Care for Homeless duty, the family had been living at The initiative is a win/win for Veterans program, the VASH pro- Fort Hood; they had to move once veterans and the Waco VARO. gram, the Central Texas VA medical Anderson was discharged. They lived “These veterans truly appreciate the centers in Temple and Waco, and the in hotels until Anderson had depleted opportunity to work,” said Lowe. VA domiciliary in Temple. The of- his $15,000 in savings. “They arrive promptly every day, and ficials and staff of these organizations After applying for many jobs, “I they’re among the most productive participate enthusiastically in the couldn’t get anything,” Anderson said. employees we have.” initiative. “And so, finally, I called the VA and Health Care for Homeless Veter- told them that my family and I were By Tom Morley

VAnguard • May/June 2010 17 Terri Cinnamon is the director of the National IT Training Academy in Falling Waters, W.Va.

18 VAnguard • May/June 2010

robert turtil Falling Waters: A Wellspring of IT Training New center delivers training to thousands of information technology professionals nationwide.

s you might expect from its are cheaper, they are not flying across results-oriented and forward-looking name, Falling Waters, W.Va., is the country, so they’re not away from 21st-century organization; and Aa small town—population 650. work as long ... they don’t have that n foster innovation and collabora- It’s nestled amidst hills, highways and loss of production ... and the amount tion—getting the best value on the history in the far northeast corner of of time they have to train is cut investment. the state where, on the map, it looks down.” Like the confluence of three great like the crest of a wave breaking over The benefits are obvious. rivers, the academy pulls together the- the northernmost part of Virginia. “We are able to train more people ories on distance education, the latest This region has many of the in a shorter amount of time,” Cin- in technological developments, and small springs that bubble up from namon said. By using this system, the the synergy of collaboration to build a deep below the surface to feed larger regional training center network can strong workforce. streams that join with other tributar- accommodate more than 200 students “It was amazing the way we were ies, building in strength to become in one training session. all able to receive the same training,” major waterways like the Shenandoah And the savings are significant. If said Ken Farley, information security and Potomac rivers. all those people were flown to Wash- officer for the academy. “The groups No, this isn’t a travel brochure. ington, D.C., and put up in hotels, were able to ask questions, answer But the physical setting for VA’s new it would cost VA nearly $3 million from this site and other sites and Office of Information and Technology just in travel costs, according to Cin- network with ISOs throughout the National Training Academy, head- namon. country. quartered here, provides an analogous Desktop virtualization allows “The way that we were able to in- backdrop for the academy itself and instruction to be delivered using dif- teract at this site with those locations the way it pushes the latest in IT ferent operating systems, such as Win- was just a fabulous way of training and knowledge “downstream” to the thou- dows and Linux, and multiple software the feedback has been very positive. sands of IT professionals in the field. applications directly to the desktop And it does save a lot of money,” Far- Like a wellspring, the academy is with the highest availability and per- ley added. the source of VA-wide training, work- formance in the industry today. By providing training on a more shops and certification programs for This technology permits a more frequent basis and being able to ac- OI&T professionals. Regional train- adaptable approach to training; the commodate a large audience, the ing centers use state-of-the-art video academy will be able to select multi- academy will enhance the knowledge conferencing systems and desktop ple formats, such as interactive video, and development of VA’s IT profes- virtualization to deliver training from Web-based, on-demand recordings, sionals, which in turn enables better any training center to all other RTCs and MS LiveMeetings. This flexibility customer service to all Department throughout the distance learning will allow the academy to offer courses administrations and the veterans they training network simultaneously. in the most effective format for their serve. Delivering training to the more students. It also enhances the timeli- “We always want our training to than 7,000 members of VA’s IT work- ness and consistency of training. be an ultimate benefit to the veteran,” force takes time and money. Terri In fact, VA is a government Cinnamon said. Cinnamon, director of the academy leader in using this technology and OI&T regional training centers and of VA’s information technology responds to VA Secretary Eric K. are located in Arlington, Texas; workforce development, explained the Shinseki’s priorities to: Denver; Orlando; and Washington, impact of the new system on costs. n improve business processes— D.C. Two more classrooms are sched- “It does cost quite a bit to bring through more transparency and ac- uled to open this year in Salt Lake somebody to the training facility,” she countability, and by leveraging the City and Vancouver, Wash. said. “If you can make it where they power of information technology; are traveling to a hub ... the flights n transform VA to a veteran-centric, By Jim Benson

VAnguard • May/June 2010 19

Opportunities to Give: Made in America Youth scholarship award winner puts her “passion to help others” toward serving veterans.

iven the lure of our con- handling routine clerical duties or Ahmed spoke of her numerous op- sumer-driven economy, helping to greet visiting VIPs, as an portunities. the challenges it has faced opportunity to learn and to serve. “I started out in the lab … they recently, and the media’s Ahmed, a first-generation Ameri- did blood work to figure out what dis- Gfocus on who is getting or losing can, is motivated by family values, a ease a veteran had,” Ahmed recalled. more, it would be understandable if respect for military service and a genu- “I volunteered in research and learned you harbored some doubts about the ine concern for others, continuing a about clinical trials that veterans vol- continued viability of the “American family tradition. unteer for to come up with new medi- Dream.” Her father, Muhammad Ahmed, cines and vaccines.” Rest assured—you needn’t look recounted the efforts of his father, Her career goals notwithstanding, any further for proof, or inspiration, than the Washington, D.C., VA Medical Center and the personifica- tion of that dream in one Marwah Ahmed. The 17-year-old senior and four- year honor roll student at Gaithers- burg High School in Maryland began volunteering at the D.C. VAMC when she was 13. Her work ethic, communication skills, sincere interest in a medical career and a level of maturity beyond her years got her noticed by Voluntary Services Director Stephanie Burns. “Her sense of duty is remarkable, not just for her age, but for an individual of any age,” Burns wrote Marwah Ahmed, 17, began volunteering at the D.C. VA Medical in a letter nominating Ahmed for the Center when she was 13. 2009 James H. Parke Memorial Fund Youth Scholarship Award. Her intellect, curiosity and de- pendability soon had other hospital robert turtil departments in a bidding war for her time and opened a series of opportuni- a World War II veteran, to provide it was not all about the clinical side of ties beyond the scope of traditional medical supplies to neighboring villag- delivering care. volunteer duties. ers in their native Pakistan, often to “Sometimes we’ll help out in According to Burns, Ahmed’s those too poor to pay. the nursing center and hand out gifts first-year performance was so note- “Others have helped her and then or flowers to the veterans and talk worthy she was immediately requested she helps others,” said her mother, to them for a little bit,” explained to work in the director’s office when Shabnam Ahmed. “So, it’s a give and Ahmed. she reapplied the following year. She take.” The impact of such visits, on one accepted each assignment, whether With genuine enthusiasm, veteran in particular, was witnessed by

20 VAnguard • May/June 2010 TV Star Volunteers at Albuquerque VA Medical Center

Hollywood celebrities frequently visit patients at VA medical “This works out perfectly,” he said, “because ninety-nine centers, shaking hands, signing autographs and posing for percent of the patients are fans of ‘Jeannie,’ and only about photographs. But one TV star enjoyed visiting veterans in Al- one percent liked the Newhart show.” buquerque, N.M., so much that he became a medical center Though it’s been 45 years since “Jeannie” first aired on volunteer. NBC, Daily said he remains friends with Eden and Hagman, Bill Daily starred as Maj. Roger Healey on TV’s “I Dream but one of his closest friends from his show business days is of Jeannie,” starting in 1965. The series about two astronauts Newhart. and a beautiful genie in a bottle ended in 1970, after which “Let me tell you how brilliant [Newhart] is,” said Daily. Daily was a regular on “The Bob Newhart Show” from 1972 to “I was 16 years old when I met him at a Halloween party. He 1978. comes in dressed as Leonardo da Vinci. Under his arm, he has These days, the 82-year-old actor makes Albuquerque his a painting of the Mona Lisa. Half of the painting is done, and home and continues to make his fans laugh every Wednesday half of it is paint by numbers. I said to myself, ‘I’ve got to meet when he visits veterans at the Raymond G. Murphy VA Medi- this guy.’” cal Center. Daily’s warm heart and gift of gab keep patients The two friends’ paths would cross again nearly 30 years entertained for about four hours each week. Making patients later when Daily played Howard Borden, a flight navigator for laugh was just what Daily said he needed at this stage of his a commercial carrier, and Newhart’s neighbor, on “The Bob life. Newhart Show.” “In my time, The patients he visits are well aware people died at age of Daily’s successful 50, and 60 was con- entertainment career. sidered old,” Daily What many of them said. “So, all of a may not know is that sudden, I’m 75 and Daily served in the I thought, I could Army during the Ko- live another 15 rean War. Before the years and I’ve got war began, Daily was to do something.” a professional bass He’s been a player. Because of medical center his musical talent, the volunteer for Army sent him to Spe- about a year, cial Services School. and the room-to- The Special Ser- room visits with vices Agency was veterans fill a launched after World Actor and Army veteran Bill Daily void in his life, has been volunteering at the Ray- War II to increase troop he said. Some mond G. Murphy VA Medical Cen- morale through crafts, ter for about a year. friends of his bill armstrong theatrical productions also volunteer at the medical and parties. But instead of center, and suggested he join them. When Daily first thought using that training, Daily about coming to volunteer, he worried about just doing a was shocked to learn that his first assignment would be with stand-up routine. Realizing a routine would work only once, he an artillery unit in Korea. He said he cleaned howitzers until an decided to simply meet with patients. Army jazz band picked him up. As an Army entertainer, Daily “I love to talk,” he said. “I can’t remember jokes, but I sang, did stand-up comedy and played bass. have a story about everything. So when I’d go in, some people “It was better than what you saw on ‘M*A*S*H’—a big would be angry about something, but they would be laughing improvement from that artillery unit,” Daily said. by the time I left. So then I decided that I was in and this was But the current source of fun and fulfillment for Bill Daily it.” is the time he spends signing autographs and swapping tales The number one topic patients bring up with Daily is “I with fellow veterans. Dream of Jeannie,” he said. And Daily doesn’t disappoint, “People here are so happy to see me and I’m so grateful,” bringing an armful of photographs of himself, flanked by co- he said. “It’s beyond wonderful and I can’t believe I’m not cry- stars Barbara Eden and Larry Hagman, to give away. ing now. I feel so good.” - Bill Armstrong

VAnguard • May/June 2010 21 fellow volunteer Peter Ahearn, who shared the comments of a Vietnam Volunteers of the Year veteran still hurting from the public’s Gary L. Thomas, the latest recipient of the Male treatment of him when he returned Volunteer of the Year Award presented by VA from the war more than four decades Voluntary Service’s National Advisory Committee, earlier. is a VAVS and Knights of Columbus representa- Following a Christmas Day visit tive who has volunteered at the West Haven and “Thank you” from Ahmed and (Conn.) VA Medical Center for the past two others, he turned to the knot of fel- years. After recognizing the need for a specially low veterans and said, “… today some equipped wheelchair van for the dozen or so am- complete strangers got up early on putee veterans who had no means of transporta- Christmas morning to bring me pres- tion to attend community events, Thomas spear- ents and thank me for what I did forty headed the “Vans for Vets” project. Under Thom- years ago. My own kids couldn’t make as’s leadership, more than $100,000 was raised in it down to see me, but some kids came just under 18 months for the purchase of a new down to thank me. You know … I wheelchair van, able to transport eight wheel- think it made everything alright. I chairs and three able-bodied attendants. The van Gary L. Thomas think I’m OK.” The others nodded was presented to the VA Connecticut Healthcare their concurrence. System on Dec. 16, 2009. “You really get to see what they’ve done for us,” said Ahmed. June Valdivia is the latest recipient of the Female “They’re heroes, each and every one Volunteer of the Year Award. Valdivia, who turns of them.” 89 in June, serves as the American Gold Star Consistently performing her Mothers representative at the Miami VA Medi- duties at the level of a full-time em- cal Center. Her first job at the hospital was filing, ployee brought Ahmed attention and but she soon gravitated to the nursing home respect from many senior managers. unit, where she was a dedicated volunteer for It also brought her the 2009 Parke years. After meeting and marrying a veteran in Award. As the recipient, she will the unit, Valdivia became his caregiver, all while receive $20,000 in scholarship funds continuing to volunteer at the hospital. After his toward her college education. death, she returned to the unit and “adopted” a The scholarship is named after veteran that could not move or speak and had the founding father of the Department trouble swallowing. When he died, Valdivia trans- June Valdivia of Veterans Affairs Voluntary Service ferred to the Patients Educational Library, where National Advisory Committee. The she continues to serve today. memorial fund, established in 1976, is the nonprofit source of funds for a VAVS youth scholarship. passion to help others … and once win the award. Her recognition was Asked about her motivation you get started, it just keeps going.” the result of hard work, dedication and commitment to volunteer, she True to the “American Dream” and a deep concern for others, espe- explained, “I think everyone has the formula, Ahmed was not “lucky” to cially veterans. “Veterans deserve so much, but unfortunately sometimes they don’t VAVS Offers Many Opportunities to Give get recognized as much as they really Thankfully for VA, and the veterans it serves, Marwah Ahmed is one of more deserve to,” said Ahmed. “They gave than 84,000 VA Voluntary Service volunteers who showed their devotion to the us everything, and I feel helping them nation’s veterans by donating nearly 12 million hours in fiscal year 2009. out is something so small that I can The fiscal year 2009 total VAVS hours equate to 5,700 full-time employee do for them.” equivalent (FTEE) positions. The current monetary value of the 11,897,208 hours She may not sing for millions of from all VAVS volunteers is $240.9 million, based on the 2008 Independent Sec- fans, but Marwah Ahmed has become tor’s formula of $20.25 per hour. VAVS volunteers and their organizations con- an “American Idol” to the veterans tributed an estimated $82.6 million in gifts and donations in fiscal year 2009 for a she serves. total value of $323.5 million in volunteer giving. By Jim Benson

22 VAnguard • May/June 2010 Of the more than 800 volunteers who help out at the National Disabled Veterans Winter Sports Clinic, more than 600 are actually on the mountain.

eric eisen Going to their ‘Happy Place’ Each year, an army of volunteers descends on Colorado to help make the National Disabled Veterans Winter Sports Clinic a week to remember.

force of more than 800 vol- on their planes to their homes, there come veterans flying in for the Clinic unteers rushed to Colorado is never a moment when a veteran and transport them to hopper flights March 28 through April 2 should feel unappreciated. Our vol- to Aspen. More teams waited to greet to ensure more than 350 unteers ensure they are up on time, the veterans at Aspen, transport them veteransA attending the 24th National motivated all week, and that all their to Snowmass and handle the luggage. Disabled Veterans Winter Sports needs are met.” Then, of course, there were more Clinic experienced a week to remem- Volunteers fulfilled all sorts of than 600 volunteers actually on the ber, restart and rejuvenate their souls. roles at the Clinic: instructing and mountain providing all the services “We provide a full-service experi- catching on the ski slopes; coor- that make the Clinic an event that ence for the veterans who come, so it dinating and cheering at alternate veterans talk about until they can re- takes a lot of people,” said Kris Baugh, activities; moving veterans; handling turn again. voluntary service specialist at the luggage; offering educational courses; “They go way above and beyond Grand Junction VA Medical Center providing public affairs, information to make sure we are safe, comfortable and key volunteer coordinator for the technology and food services; and and happy the whole week,” said John Clinic. “From the time veterans arrive meeting any other needs that arose. Maher, an Air Force veteran. “Hope- in Denver to the time they go back Teams amassed in Denver to wel- fully they realize how grateful we are

VAnguard • May/June 2010 23 because their sheer joy in being here abound of practical jokes and chal- ence I’ve ever had. Each year, I see is incredible and infectious.” lenges more descriptive of siblings lives changed and I get to be a part Veterans on the slopes aren’t just than servers. of it. Veterans who came here think- grateful to have so many people vol- “They must check the sense of ing they could never have active lives unteering at the Clinic. It’s the kind humor on the volunteers before they again leave talking about competing of people that volunteer and show can come,” Maher said. “They are all the next year, and I get to play a part up year after year that brings grins to so great and they get us. They know in that change. Where else can you their faces and tears to their eyes. that we want to be treated like any- do that?” “They do so much for us, and one else. It’s more than a job for these Indeed, the emotional high of if you ever need a hand, you won’t guys and it shows. It’s a relationship.” wielding life-transforming power be- have to wait long for someone to be Many of the volunteers shared comes so addictive, some volunteers right there,” said Fred Colson, a Coast the same smiles and stories when talk- pay their own way back to Snowmass Guard veteran attending the Clinic ing about the veterans they serve. In Village to be able to serve veterans for the first time. “But they aren’t in fact, some of them insisted they return and make miracles on the mountain our face, mollycoddling us or shower- each year to serve for their own, self- once again. ing us with sympathy. We joke, laugh ish reasons. “It’s an amazing experience. Try and share stories. There is some true “Oh, I wouldn’t miss this,” said it once and you are hooked,” said bonding here.” Thirza Johnson, who retired from VA Kristen Reinhart, who has returned The shared experiences between in 2006 yet has returned to the Clinic from Chicago for her second year on veteran and volunteer create genu- for her 16th straight year. “I do it for her own dime. “Last year, I saw an ine friendships on the slopes, in the me as much as I do it for the veterans. 80-year-old veteran ski for the first dance halls, and at impromptu parties The Clinic is the most rewarding, time and I don’t know if I’ve ever throughout the week. Stories also challenging and wonderful experi- seen a bigger smile. I would never

Volunteer instructors play a key role in the life-transforming experiences many veterans have at the Clinic.

courtesy michael frey jeff bowen

24 VAnguard • May/June 2010 Ready to Represent their Country Again Since November 2005, veterans have been able to use the National Disabled Veterans Winter Sports Clinic and the National Veterans Wheelchair Games to qualify for the U.S. Paralympic team. In October 2009, VA and U.S. Paralympics strengthened their re- solve to help veterans speed their recovery and therapy through sports competition. The Veterans’ Benefits Improvement Act of 2008 authorized VA to award $8 million in annual grant support to U.S. Paralympics to plan, develop, manage and implement an ann czapiewski integrated adaptive sports program for VA Secretary Eric K. Shinseki (center) and John Register (right), of U.S. Paralympics, visit disabled veterans and disabled mem- with Paralympic hopefuls Aubrey Youngs (lower left) and Dana Liesgang (lower right). bers of the armed forces. military programs, watches and recruits “When I’m talking to someone Now, VA and U.S. Paralympics veterans at the Winter Sports Clinic. He about the Paralympics, I also try to expand rehabilitative support at the spoke with more than 40 veterans who measure their initiative because it community level by providing poten- showed potential during the week about takes a lot of investment from the tial Paralympic athletes with better the possibility of becoming involved in individual,” said Register. “I need the access to training, equipment, Para- the Paralympics. people who are going to go home lympic mentors and ongoing sports “We look for a general level of fit- and train with their local high school, programming in communities across ness,” said Register. “At first, it is not college or sports club. I need people the country. much different from choosing kids on the who are going to go home and create The annual Winter Sports block for kick-the-can back in the day. avenues to train.” Clinic, sponsored by VA and Disabled We talk to the athletes who stand out.” Register encourages aspiring American Veterans, has proven fertile If the veteran shows interest, Reg- athletes to go to www.usparalympics. ground for Paralympic potential. Of ister encourages them to try a Paralym- org to read through the 24 different nine current veteran Paralympians, pic Sports Camp, where they can take sports Paralympians currently compete four were introduced to their sport at a general skills assessment test that in and to read more about the military the Winter Sports Clinic. measures hand-eye coordination, and community program. Information about John Register, U.S. Paralympics features a 600 meter push/run and five- Paralympic Sports Camps is also on associate director of community and station spider drill. the site for those ready to compete. have imagined such joy like that in changing a veteran’s life for the better fellow volunteers who offered hearty my wildest dreams, but once I saw it, I makes recruiting volunteers an easy nods. “We all share a sense of honor had to come back.” task and explains how the volunteer to be here and it leaves a lasting im- According to Baugh, the biggest force is more than double the number pression. Yes, we put a lot of work asset a volunteer needs is the ability to of participants. Still, there is a second into the Clinic, but we get so much motivate. draw Baugh and her fellow volunteers more in return. “As the week progresses, the readily admit to. Just as many veterans “The rest of the year, when the events can get a little overwhelm- return to the Clinic year after year for inevitable doldrums of office life set ing, especially for first-timers,” Baugh the camaraderie of their fellow vet- in, I’ll take a few moments to remem- said. “Our challenge as volunteers is erans, the volunteers keep returning ber the Clinic, the veterans and my to keep the week exciting instead of to rekindle the bonds of fellowship fellow volunteers, and I’m ready to tiring and I am really proud of the forged from serving those who served keep going. What else can I say? This people who come here each year to do them first. is my happy place.” that.” “It’s like coming home. We be- As Baugh sees it, the draw of come family,” Baugh said, smiling at By Elaine Buehler

VAnguard • May/June 2010 25 AROUND HEADQUARTERS

Nationwide Advertising Campaign Aimed at Student Veterans

VA launched a two-month, Social media and online nationwide advertising cam- advertising were extensively paign in February to assist used to reach the younger gen- student veterans and service eration of student veterans. VA members applying for the placed banner ads on social Post-9/11 GI Bill. media sites such as Facebook, The GI Bill advertising Google, MySpace, Yahoo and campaign included half-page other outlets. ads in top college publications, Text messaging ads also online and social media, print, linked student veterans to VA. radio, and outdoor advertis- By texting “GIBILL,” veterans ing such as posters and flyers. received the basic message: Public service announcements “You Served. Get Benefits.” were delivered to approximate- Veterans were then directed ly 150 college radio stations to follow three steps: “Review and 750 local stations in areas your benefit options online. where there is a high density Submit your application. And of students, as well as military check with your school certi- installations. fying official to confirm that Student veterans on your VA enrollment certifica- college campuses also saw a tion has been sent to VA.” variety of posters in registrars’ VA also developed a hip offices, dormitories, cafeterias, pocket guide and checklist student union buildings and with helpful tips to assist vet- other high-traffic areas. erans and service members in “This comprehensive, na- the application process. tionwide advertising campaign The Post-9/11 GI Bill, helped us reach those student passed by Congress in 2008, is veterans, service members and the most extensive educational educational administrators assistance program authorized The ad campaign included posters like this one, which went up in who need help understand- since the original GI Bill was registrars’ offices, dorms, cafeterias, student unions and other high- ing the GI Bill and their role signed into law in 1944. traffic areas on college campuses. in the benefits process,” said Information about the Keith Wilson, director of VA’s Post-9/11 GI Bill, as well as programs, is available at www. 1-888-GIBILL-1 (or 1-888- Education Service. VA’s other educational benefit gibill.va.gov, or by calling 442-4551).

What do the Harvard Law School and VA’s Board of Veterans’ Appeals have in com- Second mon besides great legal minds? They both publish law reviews. In January 2009, the Volume Board published the first volume of the Veterans Law Review, a journal focused on veterans’ benefits law. of Veterans The Board adjudicates and makes final decisions on behalf of the Secretary of Vet- erans Affairs on appeals of decisions made by local VA claims offices. It is comprised Law Review of attorneys and veterans law judges who review all appeals for entitlement to veterans’ Published benefits, including claims for service connection, increased disability ratings, pension, insurance, educational benefits, home loan guaranty, vocational rehabilitation, dependency and indemnity compensation, and health care eligibility. The second volume of the Veterans Law Review was released this spring. It contains several notes and articles regarding current “hot topics,” including the paperless appeals push and the proposed amendment to the stressor verification requirement for post-traumatic stress disorder claims. For more information about the Veterans Law Review, visit www.bva.va.gov/VLR.asp.

26 VAnguard • May/June 2010 AROUND HEADQUARTERSOUTLOOK

Regulation Change Would Aid Veterans Exposed to Agent Orange

Well over 100,000 veterans Orange during the Vietnam the VA health care system will ing the Vietnam War are: exposed to herbicides while War, as determined in an in- become eligible. n AL amyloidosis; serving in Vietnam and other dependent study by the Insti- The new rule will bring n acute and subacute tran- areas will have an easier path tute of Medicine. the number of illnesses pre- sient peripheral neuropathy; to qualify for disability pay Even though this is a sumed to be associated with n chloracne or other acne- under a proposed regulation proposed rule, VA encourages herbicide exposure to 14 and form disease consistent with published by VA that adds Vietnam veterans with these significantly expand the cur- chloracne; three new illnesses to the list of three diseases to submit their rent leukemia definition to n chronic lymphocytic leuke- health problems found to be applications for compensation include a much broader range mia (now being expanded); related to Agent Orange and now so the Department can beyond chronic lymphocytic n diabetes mellitus (type 2); other herbicide exposures. begin development of their leukemia, previously recog- n non-Hodgkin’s lymphoma; The regulation follows claims and so they can receive nized by VA. n porphyria cutanea tarda; VA Secretary Eric K. Shin- benefits from the date of their In practical terms, vet- n prostate cancer; seki’s October 2009 decision applications once the rule be- erans who served in Vietnam n respiratory cancers (cancer to add the three illnesses to comes final. during the war and who have of the lung, bronchus, larynx the current list of diseases The final regulation will a “presumed” illness don’t or trachea); and for which service connection be published after consider- have to prove an association n soft tissue sarcoma (other for Vietnam veterans is “pre- ation of all comments received between their illnesses and than osteosarcoma, chondro- sumed.” The illnesses are B during a 30-day comment their military service. This sarcoma, Kaposi’s sarcoma, or cell leukemias, such as hairy period. “presumption” simplifies and mesothelioma). cell leukemia, Parkinson’s More than 80,000 of the speeds up the application pro- More information about disease, and ischemic heart dis- veterans will have their past cess for benefits. Agent Orange and VA’s servic- ease. The Secretary’s decision claims reviewed and may be el- Other illnesses previously es for veterans exposed to the is based on the latest evidence igible for retroactive payment, recognized under VA’s “pre- chemical is available at www. of an association with widely and all who are not currently sumption” rule as being caused publichealth.va.gov/exposures/ used herbicides such as Agent eligible for enrollment into by exposure to herbicides dur- agentorange.

VA Recognizes ‘Presumptive’ Illnesses in Iraq, Afghanistan Following recommendations by VA’s Gulf War Veter- The decision was made after reviewing the 2006 ans Illnesses Task Force, the Department is publishing report of the National Academy of Sciences, “Gulf War a proposed regulation in the Federal Register that will and Health Volume 5: Infectious Diseases.” The 2006 establish new presumptions of service connection for report differed from the four prior reports by looking nine specific infectious diseases associated with military at the long-term health effects of certain diseases deter- service in Southwest Asia during the Gulf War, or in mined to be pertinent to Gulf War veterans. Afghanistan on or after Sept. 19, 2001. The 1998 Persian Gulf War Veterans Act requires The proposed rule includes information about the the Secretary to review NAS reports that study scientific long-term health effects potentially associated with the information and possible associations between illnesses nine diseases: brucellosis; Campylobacter jejuni; Coxiella and exposure to toxic agents by veterans who served in burnetii (Q fever); malaria; Mycobacterium tuberculosis; the Gulf War. nontyphoid Salmonella; Shigella; visceral leishmaniasis; Because the Gulf War has not officially been de- and West Nile virus. clared ended, veterans serving in Operation Iraqi Free- For non-presumptive conditions, a veteran is re- dom are eligible for VA’s new presumptions. VA Sec- quired to provide medical evidence that can be used to retary Eric K. Shinseki decided to include Afghanistan establish an actual connection between military service veterans in these presumptions because the NAS found in Southwest Asia or in Afghanistan, and a specific dis- that the nine diseases are prevalent in that country. ease. With the proposed rule, a veteran will only have More information about health problems associ- to show service in Southwest Asia or Afghanistan, and ated with military service during operations Desert a current diagnosis of one of the nine diseases. A final Shield, Desert Storm, Iraqi Freedom and Endur- regulation will be published after consideration of all ing Freedom and related VA programs is available at comments received during a 60-day comment period. www.publichealth.va.gov/exposures/gulfwar.

VAnguard • May/June 2010 27 AROUND HEADQUARTERS

National Cemetery Administration to Introduce New Burial Benefit

The National Cemetery Ad- by the Secretary to signify the ministration will introduce a deceased’s status as a veteran, new burial benefit this sum- to be attached to a headstone mer. Veterans and family or marker furnished at private members will soon be able to expense.” order a bronze medallion that NCA arrived at the can be affixed to an existing distinctive folded flag de- privately purchased headstone sign after a long deliberation or marker to signify the de- process. Memorial Programs ceased’s status as a veteran. Service personnel, members The medallion, depicting of the Advisory Committee a three-dimensional folded flag on Cemeteries and Memori- surrounded by a laurel wreath als and the Army Institute of with the veteran’s branch of Heraldry participated in the service displayed beneath, will development of the medallion. come in three dimensions de- After months of exchanges in signed to fit on various-sized meetings, workshops and focus headstones, grave markers and courtesy of nca groups, NCA submitted the columbarium niche covers. vately purchased headstone or the staff of a private cemetery current design to VA Secretary The sizes are 5 inches, 3 inches marker. Eligible veterans are to adhere the device to a head- Eric K. Shinseki. The Secre- and 1 1/2 inches in diameter. entitled to either a traditional stone, marker or niche cover. tary approved it on Jan. 13. This new product will be government-furnished head- VA created the medallion The manufacture of the furnished in lieu of a tradi- stone or marker, or the new in response to Public Law 110- medallion is now in the so- tional government headstone medallion, but not both. 157, passed by Congress Dec. licitation phase and NCA is or marker to veterans whose After accepting a claim for 26, 2007. The law gave VA planning a publicity strategy to death occurred on or after the new benefit, VA will mail authority to “furnish, upon make the public aware of this Nov. 1, 1990, and whose the medallion along with a kit request, a medallion or other new benefit. More information grave is marked with a pri- that will allow the family or device of a design determined is available at www.cem.va.gov.

Veterans Health Administration Launches Recruitment Campaign

VA recently launched a major initiative to recruit nurses, doctors and pharmacists that includes a paid television advertising campaign. This new initiative focuses on VA’s incentives and career opportunities in technologically advanced facilities. The ads are running during highly rated programs such as the Grammy Awards and the Winter Olympics. They are also running on network morning and entertainment shows, sports and cable programs, and in select markets such as Spanish-language ads for Univision and Tel- emundo. The messages emphasize the satisfaction of serving veterans, VA leadership in quality care, and the ability of licensed VA health care professionals to practice in any part of the country. The TV ads were filmed on The ads direct viewers to explore career opportu- location at the Michael E. DeBakey VA Medical Center nities at www.vacareers.va.gov. in Houston. Outreach includes distribution of public ser- agapito sanchez vice ads to media outlets, video files promoted on social networking and free entertainment sites, as well as Google and Yahoo search campaigns. The effort is part of VA’s aggressive planning to hire nearly 40,000 new and replacement health care employees over the next five years.

28 VAnguard • May/June 2010 AROUND HEADQUARTERSOUTLOOK

National Program Supports Patient-Centered Care Initiatives

Veteran-focused. Veteran-cen- patients and staff, where suc- effort. Awards programs also tric. No matter how you say it, cessful practices can be identi- afford an opportunity to share VA puts veterans first. fied, celebrated, shared and best practices, so that others “Serving veterans, who infused through the system. can use proven methods to served us, is one of the most “It reinforces a transition- better serve their customers. rewarding careers anyone ing from a goal of courtesy to Each year, VHA solicits could choose,” said Joan S. one of developing a nation- nominations for the Annual Van Riper, director of the wide focus on inspiring acts of Under Secretary for Health Veterans Health Administra- compassion in the workplace,” Customer Service Awards to tion’s National Veteran Service said Van Riper. promote and share outstand- and Advocacy Program. “With Good customer service ing customer service programs the assistance of the Veterans also means following up with and initiatives. Support Service Center and the customer. Phone calls to In fiscal year 2009, the a national advisory board, we patients that have recently Health Resource Center in have several programs to keep been discharged from VA in- Topeka, Kan., was selected our veterans centered in our patient units significantly con- for its implementation of a jobs and hearts throughout the tribute to VHA’s efforts to be pharmacy call center in the VA year.” a patient-centered health care Heart of Texas Health Care VHA’s formal Patient organization. Network (VISN 17). The Advocacy Program is a cus- “The Post-Discharge Call- call center improves customer tomer service initiative that ing System facilitates a smooth service by allowing pharmacy began in 1990 to ensure that transition for our veterans staff to devote time to answer- all veterans and their families from inpatient to outpatient ing clinical questions and fill- Roz Budka served in VHA facilities have care,” said Van Riper. “It’s an ing prescriptions, while the call their concerns and complaints opportunity to maintain the center staff handles administra- Joan Van Riper leads the Veterans Health Administration’s national patient advocacy addressed in a convenient and lines of communication that tive or routine requests. program. timely manner. not only lead to improved The VA New Jersey While patient advocacy health care, but improve cus- Health Care System was select- tions were submitted for con- existed in VHA facilities prior tomer satisfaction.” ed for their Oak Leaf Awards sideration. While there were to that time, the formal pro- One of the most impor- Program, used to recognize only three official winners, em- gram was established to ensure tant ingredients in develop- employees for outstanding ployees and veterans benefited consistency and provide an ing good customer service is customer service. The program as all of the ideas were shared organized approach to veteran feedback. provides veterans with a mech- throughout VHA to be used advocacy. “To better serve your cus- anism to nominate VA em- and improved upon at other “The Patient Advocacy tomer, you need to know what ployees who exceed customer facilities. Program has expanded a great they like, what they don’t like service expectations. Awards As with any good pro- deal in nearly 20 years with and what they want,” said Van include the Pewter Oak Leaf gram, education is the key to the incorporation of veteran Riper. “Veteran feedback is so- and the Gold Oak Leaf, bor- success. VHA promotes con- customer service, service recov- licited and welcomed through rowed from the oak leafs used tinuous customer service train- ery and patient-centered care,” a variety of methods in VHA, on military medals to show the ing to its employees through said Van Riper. “The current including a yearly satisfaction level of the award. video and an online curricu- program is an important ele- survey sent to recently dis- The VA Puget Sound lum, and is currently development of patient satisfaction charged veterans, as well as the Health Care System was ing a Web-based customer and contributes to VHA ini- ability for veterans to contact selected for their multidisci- service education program. tiatives to provide world-class VA directly through the Web plinary approach to scheduling Customer service training is customer service.” site. They can make sugges- urology consults, which saved provided in new employee Another program that tions, voice concerns or submit 200 patients from making un- orientation and highlighted at actively pursues customer ser- compliments any time they necessary trips to the clinic; staff meetings regularly. vice improvements is the Fresh want to.” they reduced additional trips The National Veterans Eyes on Service Program. A useful way to keep by coordinating care and con- Service and Advocacy Advisory It was developed as a way the momentum behind any solidating appointments. The Board is partnering with other to learn, share and improve program and encourage im- end result decreased patient VHA offices in developing a successful customer service provement is awards programs. waiting time and increased tool to assist facilities with as- programs through direct obser- Awards have a way of inspir- customer satisfaction. sessing their “patient-centered- vations of interactions between ing people to put forth extra More than 40 nomina- continued on page 30

VAnguard • May/June 2010 29 INTRODUCING

Andy Hendrickson Andy Hendrick- son helps heal veterans’ mental AndyINTRODUCING Hendrickson knows all 1970s, then did it off and on wounds through his yoga classes. too well the stories and scars over the years. that veterans bring home from In Afghanistan, he treated the battlefield. not only wounded soldiers, While they fought the but also children and other war, he helped repair their family members hurt by land- physical wounds as a nurse and mines planted decades earlier. officer in charge of the 452nd “I started doing yoga Combat Support Hospital again every night to relax and during a 2003 deployment to calm down after working with Bagram, Afghanistan. blown-up people,” he said. “It Now Hendrickson, part calms the body. It calms the of an outreach group for Af- mind and reduces the heart ghanistan and Iraq veterans at rate.” the Clement J. Zablocki VA Hendrickson is someone Medical Center in Milwau- who has been there, done that, kee, is helping to heal mental and isn’t afraid to talk about it wounds, too. with veterans, and he believes Hendrickson, a certified that helps him connect with master yogi, teaches a yoga veterans like Ben Sebena. class every Friday afternoon The 25-year-old Marine gary kunich and evening classes once a Corps veteran was wounded week. While classes are open in a mortar attack in 2004, seas—Hendrickson led Sebena encouraging other Marines to to everyone, they are particu- during his second tour in Iraq. and another man through a enroll in the VA health care larly geared toward veterans He also suffers from post-trau- variety of yoga stretches and system for treatment. looking for a way to relax and matic stress disorder. Sebena breathing exercises. “I first came in because heal as part of an overall treat- met Hendrickson through the All is calm. All is right— of the mental aspect, but I re- ment plan. medical center’s multi-faceted at least right now, in this mo- ally enjoy it,” Sebena said. “I “It can help you think approach to treating Afghani- ment. Hendrickson speaks in a tell my friends about it too, more clearly and make sense stan and Iraq veterans, and has soft, soothing voice as he leads because they’re coming back of things,” Hendrickson said. been coming to yoga classes the group through a variety [from Afghanistan and Iraq]. “There are a lot of things in for about a year. of stretches and breathing Some of them still see the VA life you can’t make sense of. “It’s very relaxing,” routines. negatively, or they think it’s But during this time, the focus Sebena said. “I can come here “Let everything go,” not for someone their age, is on the here and now. In and let everything else go for Hendrickson says quietly, or there’s a stigma to them yoga, you focus internally, and an hour, once a week. My “and think about your breath. coming here. But I like to tell you let go of those thoughts of wife has supported me and Yoga can be selfish, because them it can help, and to not the past and the future.” this is my gift back to her. She you look at the here and now; be afraid to speak up. Hendrickson, 55, first doesn’t want me to repress you let everything go and you “If you don’t speak up, took yoga classes as a physi- feelings. I owe her.” think about your breath.” and you keep it all inside you,” cal education requirement On a quiet Friday af- For Sebena, it’s one part he continued, “then it’ll just while he was a student at the ternoon at Zablocki—far re- of his overall treatment. He eat you up.” University of Utah in the early moved from the fighting over- sees himself as a “big brother,” By Gary J. Kunich

Patient-centered care (cont.) accessible care; n empower veterans through family and friends; n enhance the quality of hu- information and education; n provide an architectural ness.” The future in customer man interactions and thera- n incorporate the nutritional, layout and design conducive to service is to focus efforts on peutic alliances; cultural and nurturing aspects health and healing; the principles of a veteran- n solicit and respect the vet- of food; n introduce creative arts into centric approach throughout eran’s values, preferences and n provide for physical comfort the healing environment; and VHA. Veteran-centered prin- needs; and management of pain; n support and sustain an ciples include: n systematize the coordina- n ensure emotional and spiri- engaged work force as key to n honor the veteran’s expectation, continuity and integra- tual support; providing veteran-centered tion of safe, high-quality and tion of care; n encourage involvement of care.

30 VAnguard • May/June 2010 MEDICAL ADVANCESOUTLOOK

Toxins as Therapy: Researcher Exploits Good Side of Substances

Most people know Botox— the trade name for botulinum toxin—as a trendy treatment for facial wrinkles. Long before its cosmetic use, though, the toxin became known as a potent muscle relaxant. Neurologists have used it for decades, in tiny doses, to treat spasms in the face or limbs, uncontrolled blinking, and other conditions. It’s become standard therapy for the abnormal contractions that often occur in Parkinson’s disease or after a stroke, or in a rarer ailment called dystonia. Toxins may seem un- likely tools for doctors. But to VA researcher Paul Fish- man, M.D., Ph.D., they are a treasure trove of therapeutic potential. The neurologist and mitch mirkin his group at the VA Maryland Veteran Donald Ruth, who suffers from dystonia, receives an injection of botulinum toxin (Botox) from Health Care System and the VA’s Dr. Paul Fishman to help control severe spasms in his neck muscles. Ruth’s sister, Jean Filetti, helps University of Maryland are stabilize his head during the procedure. The toxin works by blocking nerve impulses to muscles in the now studying the use of toxins injected area. besides botulinum, such as num was. Using it as a therapy long periods. cination. Experts have assumed tetanus and diphtheria, to treat seemed crazy and dangerous.” Tiny doses of the toxin that since almost everyone in disorders involving muscles. Fast-forward to 2009. could also be used to energize Western society is vaccinated In scientific terms, the After years of injecting minute muscles weakened by neuro- against tetanus, the toxin toxins studied in Fishman’s lab doses of botulinum toxin into logical conditions, he believes. could have no effect—good are proteins made by patho- patients’ muscles and seeing “Could you take a small or bad—on people’s systems. genic bacteria. The diseases remarkable benefits, Fishman amount of tetanus toxin and Thus, it would be of no use they cause are nasty and often is a big proponent of its clini- amplify an inadequate contrac- medically. lethal. Botulinum toxin was in cal use. “It’s an enormously tion?” ponders Fishman. Experiments in Fishman’s Hitler’s arsenal. It was loaded powerful and effective muscle He gives the example of lab showed otherwise. Even into bombs by Saddam Hus- relaxant,” he says. “It’s really a post-stroke patient whose in vaccinated rodents, the sein’s regime, according to been beneficial for conditions hand is locked in a fist. Botu- injected toxin evaded antibod- United Nations reports. It is where there are no other effec- linum toxin could help ease ies and found its target: nerve listed by the Centers for Dis- tive treatments.” the grip. But the patient might cells that control muscles. The ease Control and Prevention That is part of what trig- still have trouble fully opening toxin then works its way inside as a prime potential agent of gered his interest in another the hand and extending the cells, where antibodies can’t bioterrorism. toxin: tetanus. It has the op- fingers. “Could we use tetanus touch it. Understandably, the posite effect on muscles—it toxin to enhance their ability Ironically, Fishman’s early debut of botulinum toxin in activates them—and Fishman to open their hand, activate tetanus experiments were done health care in the 1970s raised believes it could play an equal- those muscles? I view it as with no intention of using some eyebrows. Even Fishman ly important role in medicine. complementary to botulinum the toxin itself therapeutically. was skeptical, to put it mildly, He and VA collaborator Chris toxin,” says Fishman. In fact, his team was using when he first heard of it be- Matthews, Ph.D., see the Given the clinical suc- only a segment of the tetanus ing used to help patients. “I toxin as a possible tonic for cess of botulinum toxin, why molecule—the part that targets thought people were nuts. In muscles that have atrophied haven’t others thought of us- and enters motor neurons— my training, I had seen people from disease. This is common ing tetanus toxin in a parallel in hopes of using it to ferry with botulism. Everyone knew in patients with severe injuries fashion, as Fishman envisions? other therapeutic agents into what a powerful toxin botuli- who are laid up in bed for The reason has to do with vac- the cells. The toxic part of the

VAnguard • May/June 2010 31 MEDICAL ADVANCES protein was irrelevant—or so lots of precedent recently in molecule that targets nerve benefit, he explains. they thought. Once they real- the medical literature showing cells. The goal is a hybrid tox- “I tell patients all the ized how good the toxin was that we can harness the power in that, like botulinum toxin, time, ‘I’m going to be very at targeting nerve cells, they of natural toxins,” he notes. could be used to selectively kill careful with dose, I’m going to decided to repeat their animal He cites the example of diph- motor neurons. stay in the lowest ranges, be- experiments with the whole, theria toxin, which spurs the Fishman is also col- cause if I overdose you, there is toxic form of tetanus. They production of antibodies that laborating with Homeland no antidote.’ I’d like to be able noted with great interest its ac- kill some tumors. Security researchers to develop to rephrase that and say, ‘If I tivating effect on muscles. Fishman’s team is using antidotes to botulinum toxin. overdose you, I can give you Fishman says natural tox- diphtheria toxin in a different The project is important for something that will terminate ins are becoming a hotter topic way: They are combining it national security, but there the action of the toxin.’” among researchers. “There’s with the part of the tetanus may also be a routine clinical - VA Research Currents

VA Health IT Improves Quality of Care While Reducing Costs

VA has shown that health information technology pro- tient satisfaction. vides improved quality of health care and substantial cost More than 86 percent of the savings were due to elim- savings, according to a study in the public health journal inating duplicated tests and reducing medical errors. The “Health Affairs.” The use of technology lowered costs rest of the savings came from lower operating expenses and while producing improvements in quality, safety and pa- reduced workload. The authors further noted that these tient satisfaction. were conservative estimates of net value, based on available The study, which covered a 10-year period between literature and published studies. 1997 and 2007, found that VA’s health IT investment VA has also begun piloting health record exchanges during the period was $4 billion, while savings were more with the Department of Defense and private sector provid- than $7 billion. The authors noted that most of the sav- ers. These programs are paving the way for the seamless, ings are in areas that also improve quality, safety and pa- lifetime exchange of the health care records of veterans, regardless of where they live. VA has been using health IT systems for more than 20 years to improve medical outcomes and efficiency in delivering care. The use has grown to support the full range of patient care, including computerized patient records, bar- coded medications, radiological imaging, and laboratory and medication ordering. The study looked at the success in meeting clinical guidelines through the use of electronic health records and computerized physician alerts. Chronic illnesses such as diabetes, which impacts about 25 percent of VA patients, was a focus of the study. VA patients with diabetes had better glucose testing compliance and control, more controlled cholesterol, and more timely retinal exams compared to Medicare’s private sector benchmark. Retinal damage can be caused by diabetes. VA averaged about 15 percentage points higher than the private sector on preventive care for patients with diabetes. The study authors are associated with the Center for Information Technology Leadership, a research organization in Charlestown, Mass., which is focused on guiding the health care community in making informed strategic IT investment decisions. robert turtil The health IT study is available on the “Health Dr. Divya Shroff, associate chief of staff-informatics at the D.C. VA Affairs” Web site at content.healthaffairs.org/cgi/content/ Medical Center, accesses VistA, VA’s health IT system. full/29/4/629.

32 VAnguard • May/June 2010 HAVE YOUOUTLOOK HEARD

Make-a-Wish Program Heads to the Florida Skies for a Veteran Clarence “Chill” Fields, a resident of the Bay Pines VA Healthcare System’s Community Living Center, was facing cancer and a life expectancy of less than a year. Fields, a Navy veteran, had one wish: “I want to go skydiv- ing.” But Fields didn’t want to go by himself; he wanted a VA staff member to jump along- side him. That’s where the Bay Pines Make-a- Wish program stepped in. The program, coordinated by VA’s Therapeutic Recreation Service, grants wishes to veterans facing a life-threatening illness. After Fields, who “always dreamed about flying,” received medical clearance, he and VA recreation therapist

Lin Hales traveled to Zephyrhills, Fla., to paul meagher/sky dive city make his wish a reality. “When I was going Clarence “Chill” Fields fulfills his lifelong dream to skydive. through the clouds, it felt like heaven,” says Fields of the 13,500-foot altitude jump. Funded through donations, the Make-a-Wish program has received more than $11,600, granting 100 wishes since it started in 2002.

Houston Astros Team Members Richmond VAMC Visit Waco VA Medical Center Clinic Has Something Houston Astros baseball fans were to ‘Ring’ About excited when pitchers Bud Norris Even after they’ve completed and Matt Lindstrom, former player their military service, some Jeff Bagwell, and broadcaster Jim veterans have to once again Deshaies stopped by the Waco VA face the unknown and tap into their inner strengths. When Medical Center to visit with veterans diagnosed with cancer, vet- and sign autographs. Part of the 2010 erans at the Hematology and Astros Caravan, the annual meet and Oncology Clinic at the Hunter greet takes players to 14 cities in nine Holmes McGuire VA Medical days. Center in Richmond, Va., re- Edward Waldrop, a veteran and ceive another method to cope. VA chaplain from Augusta, Ga., re- The clinic’s philosophy ceived an autographed baseball card is that patients and staff are from Norris. Waldrop, who is go- comrades in the battle against ing through the blind rehabilitation cancer and share the journey. program, said he was pleasantly sur- With the support of American Legion Post 284, the clinic prised to find the team members at installed a wall-mounted bell the medical center. “I thought it was plaque for patients to “ring” at delightful that we were able to meet the completion of their cancer with these Astros and that they were treatment. Stating, “Ring this willing to sacrifice their time to visit bell three times well, a toll to veterans. They were very gracious and clearly say, this course is run welcoming and seemed very genuine. and I am on my way,” the bell To be in the presence of such large deb meyer has proven popular. At the end of his treatment, one veteran sports figures in such an intimate set- Left to right: Matt Lindstrom, Jim Deshaies, Jeff Bagwell ting was a wonderful experience.” and Bud Norris. recently said, “Finally, I get to ring that bell. It feels great to be done.”

VAnguard • May/June 2010 33 HAVE YOU HEARD

Large Attendance at D.C. VA Medical Center’s Homeless Stand Down More than 400 homeless veterans attended the 2010 Winterhaven Homeless Veterans Stand Down at the Washington, D.C., VA Medical Center Jan. 23. For the 16th year, the D.C. VAMC brought together more than 40 community agencies, along with veterans service organizations and businesses, to provide a full day of services for homeless veterans. Veterans received medical screenings, mental health consultations, employment support, benefit claims assistance and housing services. In addition, veterans received hot meals, warm clothing, comfort kits, haircuts, and tokens for goods at local thrift stores. robert turtil A highlight of this year’s event was a Social worker Kenneth Barnum helps out at the 2010 Winterhaven, where hundreds of “Lease-up” station supported by the D.C. veterans got assistance with benefits, housing, employment and more. VAMC, HUD, and the D.C. Department of Housing. At this station, veterans with vouchers and those in the process of receiving vouchers could be immediately placed in available rental units. Five veterans left the event with new apartment homes, seven were placed in transitional housing, and two were issued vouchers.

Boise VAMC Partners With Postal Union to Help Homeless Veterans When the American Postal Workers Union challenged its members to help fight veteran homelessness by donating a back- pack to the Winterhaven Stand Down in Washington, D.C., held Jan. 23, little did they know the effect. In Boise, Idaho, APWU Local 650 decided to raise the bar and put together 10 additional backpacks to give to homeless veterans in the Boise community. But by Dec. 21, they had raised enough donations for nearly 75 backpacks containing necessary items such as flash- lights with extra batteries, first-aid kits, instant soup, wool socks, hygiene items, canned goods and insulated gloves. Not knowing how they would distribute the backpacks, they turned to John Poarch, social worker for the Boise VA Medical Center’s Homeless Program, for help. With Poarch’s as- Josh Callihan sistance, more than 50 homeless veterans came to the downtown Woody Correll, Army veteran with the American Postal Workers post office to receive the backpacks. Leftover backpacks were Union Local 650, hands out backpacks in front of Borah Post Office in downtown Boise. divided up and donated to local homeless shelters in the area.

Vehicle Rollover Training Helps Staff at Tomah VA Medical Center Learn More About Injuries In an attempt to better treat Infantry Brigade at Fort Mc- and wheel assemblies, that Tomah’s preventive medicine service members for injuries Coy, the Tomah VAMC Poly- can be rotated 360 degrees to and rehabilitation services su- sustained in Humvee rollovers, trauma team learned about the simulate a rollover. “We were pervisor. “This was some very three physical therapists from physical forces placed on the able to see some of the side- unique training for us,” Valest the Tomah (Wis.) VA Medical body during a rollover. Hum- to-side motion and different added. “The more we under- Center recently participated vee Egress Assistance Trainers angles that the head, neck and stand the nature of a soldier’s in vehicle rollover training. (HEATs) are Humvee cabins, spine go through in the roll- injuries, the quicker we can Taught by the Army’s 181st minus engines, transmissions over action,” said Kris Valest, devise a treatment plan.”

34 VAnguard • May/June 2010 HAVE YOUOUTLOOK HEARD

VA Black Hills Health Care System Honors Fallen Heroes The South Dakota Fallen He- roes banner display, honoring 28 service members who lost their lives during Operation Enduring Freedom/Operation Iraqi Freedom, was recently hosted by the VA Black Hills Health Care System. The VA’s OEF/OIF team worked with several community businesses and military organizations to create the 6-foot-tall banners. Each banner features the service member’s photograph, name, rank, service branch, date of birth and date of death. All of the fallen had yankton arts association ties to South Dakota, either The South Dakota Fallen Heroes banner display honors 28 service members who lost their lives in Af- by hometown or because they ghanistan and Iraq. were stationed at nearby Ellsworth Air Force Base, and many are now buried at Black Hills National Cemetery. During the opening of the display on Jan. 17, family members, friends and comrades were asked to stand while the names of the fallen were read. The banners then went on a two-week “tour” to Rapid City, Sturgis and Hot Springs, allowing the public to honor the heroes.

New National Cemetery Opens for Burials in Pennsylvania, Another Dedicated in California In January, VA opened the mately 580,000 veterans in including 15,100 pre-placed and was joined by elected of- 131st national cemetery in the Philadelphia metropolitan crypts, 6,500 in-ground cre- ficials as the dedication plaque Pennsylvania, and dedicated area. A 12-acre early burial mation sites and 4,100 colum- was unveiled. The 313-acre another new national cemetery area with temporary facilities barium niches. cemetery will include both in California. The first buri- has been completed; a second, In San Diego, Miramar gravesite and columbarium als at Washington Crossing larger construction stage of the National Cemetery was dedi- development, providing a full National Cemetery, located project will follow. When that cated in a Jan. 30 ceremony. range of burial alternatives to in Newtown, Pa., took place stage is completed, the 64- VA Acting Under Secretary approximately 235,000 veter- on Jan. 20. The 205-acre acre development will provide for Memorial Affairs Steve L. ans in the San Diego County cemetery will serve approxi- 15,500 full-casket gravesites, Muro gave the keynote address area.

Bronx VA Medical Center Hosts Miss Universe, USA and Teen USA Winners The 32nd annual National Salute to Veteran Patients was celebrated nationwide with events at many VA facilities, but none with such star power as the James J. Peters VA Medical Center in the Bronx. During the week of Feb. 7-14, the medical center hosted Miss Universe 2009 Stefania Fernandez, Miss USA 2009 Kristen Dalton, and Miss Teen USA 2009 Stormi Henley. “We’re excited. Their participation just heightens the cel- ebration and brings a special note of cheer to our veterans,” said MaryAnn Musumeci, medical center director. “The National Salute gives everyone a chance to let our veterans know just how very much they are appreciated.” During National Salute week, VA medical centers across the country invite local celebrities, lynne kantor elected officials and school children to visit veterans and bring Left to right: Miss USA, Miss Universe and Miss Teen USA visit with them some cheer. To the delight of many, Fernandez, Dalton veteran Josh Marello. and Henley visited and signed autographs for the patients.

VAnguard • May/June 2010 35 HONORS

North Chicago VA Medical Center Primary Environmental Practitioner Nationally Selected ‘Top Doc’ Certification Awarded Silver Star Families of America and to Boise VARO MilitaryConnection.com recently selected Elaine The VA regional office Yildiz, primary practitioner at the North Chicago in Boise, Idaho, was re- VA Medical Center, as their certified physician as- cently recognized by an sistant “Top Doc” of the year. The patient-selected independent group for award is designed to recognize excellence in military reducing its environmental and veteran health care, and is awarded solely by the impact. The U.S. Green nomination from patients. Building Council awarded “I’m really humbled by this award, because I its “gold” rating for the was only doing what I’m expected to do—take care construction design of the of my patients,” said Yildiz. “I take care of them as 25,000-square-foot facility. individuals and veterans who deserve only the best Three other VA treatment.” facilities have been cited Yildiz was selected as the annual recipient in the by Leadership in Energy Above and Beyond Primary Physician and Primary and Environmental De- Practitioner Award category, where a top physician sign (LEED) for their and primary practitioner are selected nationally. programs. The Reno VA “Elaine puts her patients at the heart of everything Regional Office in Nevada she does, and exemplifies VA’s commitment of jonathan friedman received a LEED “silver” integrating mental health and primary care,” said Elaine Yildiz was selected for a national rating. The Fort Harrison Dr. Chowdary Jampala, of North Chicago VAMC’s award given annually to a top physician and VA Regional Office in Mental Health Services and Yildiz’s supervisor. primary practitioner. Montana and the Oakland “We’re very proud that she’s being recognized in this fashion, and feel it’s only appropriate that Mental Health Clinic in she was nominated by those she helps each day.” California each received a LEED-certified rating. LEED is a leading, South Texas Veterans Health Care System Recognized for Excellence independent rating system South Texas Veterans is in good company, with businesses, schools, hospi- based on environmental Health Care System in San Raytheon and Baylor Medi- tals, nonprofits and gov- assessments of build- Antonio is among six orga- cal Center among those rec- ernment agencies improve ings. It is used by the U.S. nizations recognized by The ognized by the foundation. performance. The founda- Green Building Council Quality Texas Foundation The Quality Texas tion administers the Texas to certify sustainability of for Achievement in Orga- Foundation is a nonprofit Award for Performance Ex- a facility. The LEED rat- nizational Excellence for corporation focused on cellence program (based on ing criteria include energy effective and systematic ap- quality assessment and the Baldrige Criteria), the savings, water efficiency, proaches to organizational feedback, education, train- state’s highest recognition carbon emissions reduc- tion, improved indoor air management. South Texas ing and recognition to help for quality. quality, stewardship of resources and sensitivity to Student Nurses Select Charleston VA Nursing Academy Instructor for Award their impact. LEED and Charleston (S.C.) VA Medical chosen. I love being with the ing more students to attend Green Globes are the only Center’s Nicole Coxe recently students. They taught me to while providing qualified VA two “green” building rat- received a Golden Lamp award emphasize more the essence of nurses an opportunity to teach ing systems developed by from the 2009 graduating class nursing and not just the clini- on the school’s faculty. organizations accredited of the Medical University of cal skills. It is also exciting to The class of 2009 was by the American National South Carolina nursing pro- see their transformation from the first to graduate since the Standards Institute. Under gram. Each graduating class not being sure about VA to VA academy partnership was LEED, a building can votes for one faculty member loving it.” formed with the school in receive one of four rat- and one clinical faculty mem- VA’s Nursing Academy 2008. Four graduates decided ings: platinum; gold; silver; ber they would most like to program was designed to ad- to join the VA workforce and certified. To obtain emulate. dress VA nursing shortages as due to their exposure to VA its gold rating, the Boise “I’m very humbled to well as help ensure the con- through the program. VA Regional Office had have received this award,” said tinued world-class care of vet- For more informa- to score 60-79 points out Coxe. “I feel honored and erans. The Nursing Academy tion about VA’s Nursing of 100. privileged that a VA Nurs- program funds additional staff- Academy program, visit ing Academy instructor was ing positions at schools, allow- www.va.gov/oaa.

36 VAnguard • May/June 2010 OUTLOOKHONORS

Hines Chief of Surgery Named President of Chicago Surgical Society Dr. Raymond Joehl, chief of surgery at the Hines (Ill.) VA Hospital, was recently named president of the Chicago Sur- gical Society, an organization committed to cultivating and improving the science and art of surgery and to promoting education within the medical profession. It provides a professional and social forum for the mutual exchange of ideas, criticisms and amenities among Chicago surgeons. The society was founded more than 100 years ago and Hines VA staff have tradition- ally played a key role in the organization, which includes jonathan friedman prominent surgeons from Patrick L. Sullivan, left, North Chicago VA Medical Center director, and Capt. James A. Lovell, Apollo 13 throughout the area. Four for- astronaut and retired naval officer, discuss the layout of the Captain James A. Lovell Federal Health Care mer chiefs of surgery at Hines Center with the new tollway signs in the background. VA served as past presidents of Signs Honoring Lovell in Place for Nation’s First Federal Health Care Facility the society. When it is activated on Oct. 1, the Captain James A. Lovell Federal Health Care Center will be “I am honored and hum- the nation’s first fully integrated partnership between VA and the Department of Defense, inte- bled to be elected president of grating all medical care from the North Chicago VA Medical Center and the Naval Health Clinic the Chicago Surgical Society Great Lakes into a federal health care system with a combined VA and Navy mission. In March, in its 110th year,” said Joehl. Lovell, Apollo 13 astronaut and retired naval officer, was on hand with Patrick L. Sullivan, North “Hines has a rich history of Chicago VA Medical Center director, to commemorate the placement of new highway signs in strong participation and lead- honor of Lovell. ership in this organization. I “It’s a privilege to honor an American hero like Captain Lovell,” said Sullivan. “Seeing the plan to do my very best to pre- tollway signs being put into place is another reminder that our integration is moving forward and serve the traditions that have that the new face of federal health care will soon be part of our landscape.” served us well and that will add value to society members.”

Denver Customer Service Center Wins LVA Alumni Association Team Spirit Award The Leadership VA Alumni right place at the right time.” nizational demands and health 15 days; and maintaining a Association selected the VA The result was improved ser- care program growth. Leader- lost call rate of 1.5 percent. Health Administration Cen- vice and efficiency; average ship set the course, but as the Customer satisfaction of both ter’s Customer Service Center response time to customer Team Spirit Award nomina- beneficiaries and providers is in Denver as the recipient of inquiries improved, along with tion noted, “It was ultimately at an all-time high. “The VA its annual Team Spirit Award. quality of service provided the cooperation, focus and Health Administration Cen- Nearly 200 Customer Service to the center’s customers— can-do spirit of CSC’s em- ter’s Customer Service Center Center employees provide Civilian Health and Medical ployee team” that achieved re- team truly embodies all that direct service to veterans and Program of Department of sults. Today, Customer Service this award seeks to recognize— their dependents by phone, Veterans Affairs (CHAMPVA) Center employees maintain or uncommon dedication to correspondence and online. beneficiaries and providers. exceed established standards of VA’s mission, demonstrated Late in 2008, the Health The Customer Service Center answering 90 percent of phone achievement and outstanding Administration Center reor- achieved all organizational calls within 45 seconds (with team effort led by caring and ganized its Customer Service performance standards with an average wait time of 10 dedicated leaders,” said Health Center with the goal of hav- minimal increase in man- seconds); completing 100 per- Administration Center Direc- ing “the right people in the power, amidst increasing orga- cent of correspondence within tor Mary Beth Saldin.

VAnguard • May/June 2010 37 HONORS

Phoenix VA Health Care System Director Appointed to Four Houston, Shreveport VAMCs Awarded Three Prestigious Boards Green Globes by Green Building Initiative The first Hispanic medical center director/health care The Green Building Initiative recently awarded three system administrator of the Green Globe awards each to the Michael E. DeBakey Phoenix VA Health Care Sys- VA Medical Center in Houston and the Overton tem, Gabriel Pérez, has been Brooks VA Medical Center in Shreveport, La., for appointed to four prestigious leadership in energy and environmental efficiency. The posts for 2010. Green Globe awards encourage building owners to Pérez has been named identify high-performing buildings in energy and envi- as the national president and ronmental efficiency. chairman of the board of the The program assigns points to various assessment National Forum for Latino areas and serves as a yardstick for measuring environ- Healthcare Executives. The mental and energy performance. The DeBakey VA mission of the NFLHE is to Gabriel Pérez increase the representation of Medical Center received a combined 757.5 points in Latinos at the executive level of U.S. hospitals and health systems the areas of energy, water, resources, emissions, indoor and to provide a resource base of input from Latino executives in environment, and environmental management system the areas of legislation, regulation and policy affecting the health documentation. and health care of U.S. Latino communities. Overton Brooks is the only hospital in Louisiana Other appointments include: the national board of the to receive the designation. The Shreveport medical Institute for Diversity in Health Management, an affiliate of the center also received “Energy Star” certification last American Hospital Association; the Arizona governor’s team to year and is expecting the award again this year. VA represent the state at the 2010 “Returning Service Members, hospitals must incorporate sustainable practices in 15 Veterans and their Families” policy academy in Washington, percent of their buildings by 2015. D.C., in June; and Phoenix city commissioner to the Sister Cit- ies Commission, which creates and nourishes relationships between Phoenix and its sister cities.

Public Affairs Officer Elected Committee Chair of Professional Organization’s Health Academy Phoenix VA Health Care largest Professional Interest facing unique communica- in addressing these chal- System Public Affairs Of- Section, and the largest net- tions challenges and oppor- lenges.” ficer Paula L. Pedene has work of health care public tunities,” said Pedene. The Health Academy been elected executive com- relations and communica- “I am confident that promotes excellence in mittee chair of the Health tions professionals in the the talented and diverse communications and an Academy of the Public Re- world. group of communication educational dialogue across lations Society of America “The health care system leaders represented on our the entire health care indus- for 2010. With approxi- is experiencing unprec- executive committee can try, enhancing the profes- mately 800 members, the edented change, and public provide the best tools to sional development and ca- Health Academy is PRSA’s relations professionals are help our members succeed reer growth of its members.

South Carolina Nurses Bring Home the Palmetto Gold Award for Commitment and Excellence Ten South Carolina nurses South Carolina with the thousand, with all of their the Columbia VAMC; and were recently awarded the Palmetto Gold Award. nominees bringing home Linda Victurine, Cheryl Palmetto Gold Award for This year, each facility was the award, leading to a 10 Pratt, Letha Rogers, Pamela their excellence and com- limited to submitting five percent sweep across the Meadows and Rebecca Tif- mitment to the nursing nominations for the presti- state. Receiving the awards fault, from the Charleston profession. Each year, the gious award. were nurses Tammy Wil- VAMC. This year’s winners Nurse Recognition and The Columbia and liams, Susan Finley, David were honored at a formal Scholarship Program salutes Charleston VA Medi- George, Cynthia Brown, reception in Columbia on 100 nurses from across cal Centers both batted a and Sandra Norcross, all of April 24.

38 VAnguard • May/June 2010 OUTLOOKHEROES

Dentist Saves Physician Aids Motorcycle Crash Victim Assault Victim Harry Gilbert, chief of Den- Dr. Shawn Cole, a primary tal Service at the Michael care physician with the VA E. DeBakey VA Medical Connecticut Healthcare Sys- Center in Houston, was at tem in West Haven, came to his beach house on Galves- the aid of a woman who was being assaulted on the campus ton Island when he heard of a nearby university. Cole the sounds of a motorcycle heard the woman yell for help followed by a crash in the as he was walking to the VA vicinity of a nearby bridge. shuttle bus stop after complet- He got in his car and drove ing a physical examination in the direction of the noise. session he regularly tutors with While en route he saw other medical students. He began people running in the same fran burke running toward the screams, direction. When he arrived on the scene of an accident near his beach home, yelling to the victim that he When he arrived at the Dr. Harry Gilbert took charge and began life-saving measures. was on his way to help. scene of the crash, several people who had already arrived were attempting to perform CPR on the victim. Gilbert noticed that they seemed disorganized and unsure of what they should do. Gilbert felt for a pulse and assessed the victim’s breathing; the man did not have a pulse, he wasn’t breathing, and he was bleeding from one of his ears. Gilbert opened the man’s airway, began CPR and gave some initial supportive breathing. He continued CPR until an emergency crew arrived by helicopter to transport the victim to a hospital. The young man and his wife later expressed their appreciation to Gilbert for saving his life.

Nurse Helps World War II Veteran Hit by a Truck Shawn Cole, M.D. Michael Bethel, R.N., nurse As he approached, the manager at the VA Central assailant began running away. California Healthcare System Cole chased the man for sev- in Fresno, was walking outside eral blocks, all the while yell- the medical center when he ing for bystanders to call 911. saw a World War II veteran A lifelong martial artist, Cole get hit by a truck while cross- said he hoped to detain the ing the street. As the first man long enough for police responder, Bethel instructed to intervene. Cole caught the the veteran not to move while man and restrained him until he checked for signs of seri- police arrived minutes later. ous injury. The truck driver Asked why he responded stopped and directed traffic when other bystanders could until police and an ambulance anthony santoya have assisted the victim, Cole said, “As I have replayed the crew arrived. The veteran, who Michael Bethel’s quick actions helped prevent further injury to the kept trying to get up, had to elderly man. events of that day, I honestly be gently restrained because of would react in the same man- head trauma and complaints of pain. ner if another unfortunate Bethel kept the veteran safe from further injury while administering basic first aid and re- situation presented itself. I porting his observations to the ambulance crew. Bethel’s quick actions were witnessed by several only feel horrible about what pedestrians in the area, including the veteran’s family, who told emergency responders that Bethel’s the poor woman had to go ability to take control of the scene while calming the veteran made the difference in preventing through.” Cole added that her further injury. brave screams for help inter- rupted the attack long enough for someone to intervene.

VAnguard • May/June 2010 39 One Sweet Deal More than 55 volunteers from Nestlé USA volunteered their time at the Ralph H. Johnson VA Medical Center in Charleston, S.C., baking brownies for veterans, cleaning wheelchairs, and sprucing up the facility. Nestlé USA and the Veterans Canteen Service established a partnership in 2009 that brings Nestlé volunteers to the local VAMC for a day of volunteering during their annual sales meeting. The partnership was developed by Marilyn Iverson, director of the Veterans Canteen Service.

john c. baroody