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Status of Veterans Initiative (SOVI)
Board of County Commissioners
Public Policy Workshop
April 24, 2007
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Presentation
• Purpose– Report the findings and recommendations
from Status of Veterans Initiative (SOVI)– Provide opportunity for questions
• Presenters– John B. Ficker, Chairman
SOVI Steering Committee– Robert L. Weeks, Sr., VSO Director
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SOVI Purpose
• Evaluate current service delivery methods
• Identify gaps in service
• Provide recommendations for closing or eliminating service gaps
• Provide recommendations for outreach plan to veterans in Mecklenburg County
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SOVI Steering Committee
Findings and Recommendations
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SOVI Process
• Organize for Action• Gather Information• Receive Study Findings
– External Assessment– Internal Assessment
• Committee Facilitation Process– Identify/Review/Modify Gaps (Gap Analysis)– Identify Strategies– Develop Recommendations
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External Assessment
• Focus Groups– Veterans, surviving spouses, dependents
• Mecklenburg County Veterans Survey– Veterans, surviving spouses, dependents
living in Mecklenburg County– Demographics, awareness, needs,
preferences– Provide baseline for future study
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Internal Assessment
• FY 2007 Program Review– Veterans Claims Processing & Counseling– Veterans Outreach
• Follow-Up Review– Key Stakeholder Analysis– Additional Documentation– Additional In-Depth Analysis, Meetings,
Interviews
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Findings
• Demographics– Male (93%)– Married (80%)– Caucasian (76%)– 35-64 years of age (64%)– Graduated High School (95%)– Work full time (55%)– $25k-$50k annual household income (47%)– Own home (90%) with access to car (97%)
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Findings
• Military– Army (52%)– 71% in Korean Conflict, before Vietnam
(1950-1965) – 2-4 years of service (54%)– 7 years of service on average– About 12% with 20 or more years of service
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Findings
• Blend in with and contribute to community at large
• Examples– Own homes contribute to tax base– Lower unemployment rate– Higher median incomes
• Awareness of services a key concern– Younger veterans concerned with older
veterans and vice versa
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Findings
• VA Benefits– Many veterans not receiving any information
on VA benefits– Prefer receiving information by mail and
electronic sources– Most have not received any VA benefit, even
standard benefits
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Findings
• County Veterans Services Office– Many are unaware of its existence– Difficulty differentiating between VA and
County office– Do not perceive as a responsive and positive
service provider– Staffing level has not kept pace with veterans
served, claims processed– Lack reliable data entry, reporting methods– Opportunities to improve internal workflow
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Recommendations
COMMUNICATIONS
TRANSPORTATION
INTERNAL WORKFLOW
TRAINING
OUTREACH
OFFICEACCESSIBILITY
STAFFING
PARTNERSHIPS
TECHNOLOGY
URGENT ELEVATED MODERATE
SE
RV
ICE
GA
PS
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Recommendations
• Support VSO Director’s management initiatives to close Urgent gaps
• Implement strategies corresponding to each service gap
• Incorporate the following into state and federal legislative agendas:– Increased technological capabilities for VA to
receive claims electronically from VSO– State homestead/property tax exemption
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Impacts of Recommendations
Service Gap Alignment
Community & Corporate Scorecard
FY 2008 Budget
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External Assessment & Steering Committee FacilitationIn
tern
al A
sses
smen
t &
Ste
erin
g C
om
mit
tee
Fa
cilit
atio
n
Non-County Services (CATS, City, VA)
Social Services
Public Health Services
Area Mental Health Services
MecklenburgTransport Service
Veterans Outreach
Veterans Claims Processing and Counseling
Awareness of All Local Services
Continuum of Services
Information on VA Benefits
Sensitivity to Mental Health Issues
Sufficient Transport to Services
Timely
Response for Claims Processing
Adequate Customer Service
Awareness of County Office
NEEDS OF VETERANSC
UR
RE
NT
SE
RV
ICE
S
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External Assessment & Steering Committee FacilitationIn
tern
al A
sses
smen
t &
Ste
erin
g C
om
mit
tee
Fa
cilit
atio
n
Non-CountyServices (CATS, City, VA)
Social Services
Public Health Services
Area Mental Health Services
MecklenburgTransport Service
Veterans Outreach
Veterans Claims Processing and Counseling
Awareness of All Local Services
Continuum of Services
Information on VA Benefits
Sensitivity to Mental Health Issues
Sufficient Transport to Services
Timely Response to Claims Processing
Adequate Customer Service
Awareness of County Office
NEEDS OF VETERANSC
UR
RE
NT
SE
RV
ICE
S
TRANSPORT-ATION
STAFFING
STAFFING
TECHNOLOGY
TRANSPORT-ATION
OUTREACH OUTREACHCOMMUNI-CATIONS
INTERNALWORKFLOW
TRAINING
TRAINING
PARTNERSHIPS
PARTNERSHIPS
PARTNERSHIPS
PARTNERSHIPS
PARTNERSHIPS
PARTNERSHIPS
OFFICE ACCESSIBILITY
OFFICE ACCESSIBILITY
COMMUNI-CATIONS
OUTREACH
PARTNERSHIPS
TRAINING
TRAINING
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Increase Customer & Stakeholder Satisfaction
Increase Customer & Stakeholder Satisfaction
Increase Citizen Awareness of County
Responsibilities, Services &
Results
Increase Citizen Awareness of County
Responsibilities, Services &
Results
Increase Safety &
Security of Residents
Increase Safety &
Security of Residents
Reduce Health Risks &
Diseases
Reduce Health Risks &
Diseases
Increase Efficiency &
Effectiveness of Criminal Justice
Services
Increase Efficiency &
Effectiveness of Criminal Justice
Services
Increase Literacy & Workforce
Development
Increase Literacy & Workforce
Development
Increase Respect/
Appreciation of Ethnic &
Cultural Diversity
Increase Respect/
Appreciation of Ethnic &
Cultural Diversity
Increase Citizen Self-Sufficiency
Increase Citizen Self-Sufficiency
Improve Access to
PublicFacilities
Improve Access to
PublicFacilities
Increase Economic
Development & Job
Opportunities
Increase Economic
Development & Job
Opportunities
Improve/ Expand Parks, Open Space, Greenways & Recreational Opportunities
Improve/ Expand Parks, Open Space, Greenways & Recreational Opportunities
Improve Air, Water, &
Land
Improve Air, Water, &
Land
Preserve Historic Sites & Landmarks
Preserve Historic Sites & Landmarks
Increase Employee Access to
Information
Increase Employee Access to
Information
Improve Employee Efficiency
Improve Employee Efficiency
Reduce/Avoid Costs
Reduce/Avoid Costs
Improve Financial
Management
Improve Financial
Management
Maintain Triple-A
Bond Rating
Maintain Triple-A
Bond Rating
Maintain Affordable & Competitive
Tax Rate
Maintain Affordable & Competitive
Tax Rate
Increase Employee
Motivation & Satisfaction
Increase Employee
Motivation & Satisfaction
EnhanceWorkforce
Retention & Recruitment
EnhanceWorkforce
Retention & Recruitment
Increase Employee
Knowledge, Skills & Abilities
Increase Employee
Knowledge, Skills & Abilities
Improve Technology-
Related Capacities
Improve Technology-
Related Capacities
Enhance Citizen
Involvement
Enhance Citizen
Involvement
Employee & Organizational
Capacity
Financial
InternalBusinessProcess
Customer/ Stakeholder
FocusAreas
Social, Education,& EconomicOpportunity
Effective & EfficientGovernment
Community Health &Safety
Growth Management &Environment
Improve Management ofMental Illness, Developmental Disabilities &
Substance Abuse
Improve Management ofMental Illness, Developmental Disabilities &
Substance Abuse
Community & Corporate Scorecard
County Has Primary ServiceProvider Responsibility
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Board’s 3 Year Emphasis
EEG
• Enhance Workforce Retention & Recruitment• Increase Customer & Stakeholder Satisfaction• Increase Employee Motivation & Satisfaction• Increase Employee Knowledge, Skills, and Abilities• Improve Technology-Related Capacities• Increase Employee Access to Information
EEG• Increase Citizen Awareness of County Responsibilities,
Services, and Results• Improve Employee Efficiency
Maintain/Improve Performance Over Next Three Years
Compensation Action/Attention Needed Within Two Years
EEG • Reduce/Avoid Costs
SEEO • Increase Citizen Self-Sufficiency
CHS • Reduce Diseases and Mental Illness
Action/Attention Needed Beginning in FY08
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Staffing
• Add 9 new positions over 3-year period– FY08: 4 VSOs– FY09: 2 VSOs, 1 Administrative– FY10: 2 VSOs
• Impact on Other Gaps- Internal Workflow - Office Accessibility
- Outreach - Partnerships
• FY08 Request:$ 234,176
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Technology
• Upgrade VETRex system and database– Track customers– Send information to customers– Submit claims on-line
• Impact on Other Gaps- Communications - Internal Workflow- Office Accessibility - Outreach- Partnerships - Training
• FY08 Request:$ 196,090
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Outreach & Communications
• Proactive and comprehensive communications and marketing plan
• FY08 Request:$ 34,500
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Total FY08 Request
• Staffing = $ 234,176
• Technology = $ 196,090
• Outreach/Communications = $ 34,500
• Total FY08 Request = $ 464,766
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Benefit to the CountyVA Expenditures to Mecklenburg County Veterans (in millions)
$15.00
$30.00
$45.00
$60.00
$75.00
2001 2002 2003 2004 2005
• Figures in blue represent year to year increase• Since 2004, County office responsible for approximately
95% of annual increase
$4.0$6.5
$4.8 $7.5
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For information on SOVI go to:
www. MecklenburgCountyNC.gov
Or contact:
Robert L. Weeks, Sr.
Director, Veterans Services Office
(704) 336-3135
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Questions?