Everything Veteran
Transforming Customer Service
Many-Bears Grinder, Commissioner
Why do we serve?
We are motivated to meet the needs Veterans of all eras and their families.
Changing Population
• 53% of the state’s Veterans are over the age of 60
• However, the largest growing group Veteran
population is Gulf War Veterans…
– Grew by 25,221 between 2012 and 2013
– The number of Veterans enrolled in higher education
increased by nearly 200% between 2008 and 2013
Customer Focused Government
“It’s our job to provide the very best service to Tennessee taxpayers at the lowest cost.”
-Governor Bill Haslam
Customer Focused Government is a statewide
initiative (attitude/mindset)
whose aim is to make Tennessee the best managed state in the country by providing the very best service at the lowest cost.
Customer Focused Government
• The Tennessee Department of Veterans Services is 1 of 23 state departments.
• All departments impact the overall function and performance of the State of Tennessee.
• Each department plays a role in the Governor’s priority of fiscal strength and efficient government to improve how the state serves the customer.
Everything Veteran-State Law
Tennessee Code Annotated58-3-104 Information furnished to veteransThe department of veterans affairs shall collect all necessary data and information regarding facilities and services available to veterans, their families and dependents, and shall cooperate with all information or service agencies throughout the state in informing such persons regarding the existence or availability of all educational, training and retraining facilities; health, medical, rehabilitation and housing services and facilities; employment and reemployment services, federal, state and local laws affording rights, privileges and benefits to veterans, their families and dependents and all other matters of similar, related or appropriate nature.
6
Everything Veteran
• Refocus
• Reorganize
• Transform to become Everything Veteran
Reorganization
9
Commissioner Many-Bears Grinder
Assistant Commissioner
John Drnek
Deputy Commissioner
Mark Breece
Executive Assistant Deanna Day
Budget Analyst 2
Ky Sychareune
HR Analyst 2 Dolores Keene
Administrative Service Assistant
2 Tanzania Fuller
Assistant Commissioner Yvette Martinez
Training Officer
Keith West
Training OfficerVacant
Attorney 3John Waddell
Constituent Services
Stacy Scruggs
IT Programmer/Analyst
Sean Turner
Assistant CommissionerTravis Murphy
Assistant Commissione
r Lorenza Wills
Executive Assistant Tara Goodell
Statewide
10
Chief Operating OfficerCommissioner
Many-Bears Grinder
Deputy Commissioner
Mark Breece
Cemetery Director Joseph Lindsey
Cemetery Foreman
Robert Million
Equipment Operator
Robert BattleCemetery Caretakers
Ronald GossettLaDarrell RoganWilliam Brown
George JohnstonJoseph HooperMichael BrockDylan Miller
Bradley Noland
Administrative Assistant
Crystal Walker
Secretary
Sharon Decant
Budget Analyst 2 Ky Sychareune
Administrative Services Assistant 2
Tanzania Fuller
HR Analyst 2Dolores Keene
Executive Assistant
Deanna Day
11
TDVS West Division Organizational ChartWest Tennessee
Commissioner Many-Bears Grinder
Assistant Commissioner
John Drnek
Cemetery Director
G. Phil Sinclair
Cemetery Foreman
Freddie Willis
Equipment OperatorRico Bates
Cemetery CaretakersCourtney Thomas
Willie GreerWilliam Elms
Charles YoungChristopher Taylor
Webster TaylorDarrell BoddieRegine DavisEric Woods
Markee MarshallDarius Williams
Vacant
Equipment Operator
Patrick Eggers
Administrative AssistantIda Wade
SecretaryVacant
Clerk IIIDarnell Sparrow
Education Coordinator
Vacant
Regional DirectorScott Ziegler
ClarksvilleDave Lewis
DicksonTommy Tomlinson
JacksonUlysses Selvage
MemphisBobbie ShieldsBruce HunterKelly Kilgore
Administrative Assistant
William Pichette
Administrative Assistant
Jasmin Thigpen
Assistant Commissione
r Yvette
Martinez
Deputy Commissioner
Mark Breece
12
East TennesseeCommissioner
Many-Bears Grinder
Assistant Commissioner
Lorenza Wills
Cemetery Director Bill Griffith
Cemetery Foreman Kevin Weisner
Equipment Operator
Paul Borum
Cemetery Caretakers- Sevier Hwy
Everette JenkinsAnthony MaplesCharles McAmisJoseph HardenEdward Barry
Lyons View PikeRichard Johnson
Administrative Assistant
Carolyn Douglass
SecretaryDevon Grace
Leigh
Education Coordinator
Vacant
Regional DirectorTimothy Forte
ChattanoogaJacqueline Lewis
Cynthia coxBrian Heusterberg
Mt. HomeRoger Good
Mark Johnson
Administrative Assistant
Robert Clark
KnoxvilleRay Braden
William Houser
Administrative Assistant
Selena Patterson
Administrative Assistant
Patricia Couk
Assistant Commissione
r Yvette
Martinez
Deputy Commissioner
Mark Breece
13
Appeals Division and Middle Tennessee
CommissionerMany-Bears
Grinder
Assistant CommissionerTravis Murphy
Attorney 3Michael Rogers, Jr
Paralegal Assistants
M. Wayne HowardMilton Sweeney
Regional Director
George M. Scott
NashvilleGarth Arneson
Michael McPherson
Administrative Assistant
Vacant
MurfreesboroGinger Dempsey
Greg Elmore
Administrative Assistant
Carol Martin
Appeals SpecialistJimmie SandersCarol Swindon
Administrative Assistant
Susan Richardson
Education Coordinator
Vacant
Administrative Assistant
Kritzie Bohorquez
Assistant CommissionerYvette Martinez
Deputy Commissioner
Mark Breece
Regional Commissioners/Directors
Assistant Commissioner John DrnekWest Tennessee Operations
Regional Director Scott ZieglerWest Tennessee Mentorship and Collaborative Partner
Assistant Commissioner Travis MurphyAppeals Division/Middle Tennessee OperationsRegional Director Mike ScottMiddle Tennessee Mentorship and Collaborative Partner
Assistant Commissioner Lorenza WillsEast Tennessee Operations
Regional Director Tim ForteEast Tennessee Mentorship and Collaborative Partner
Benefits of Regional Directors
• Can meet with County partners at any time without closing a field office; strengthen the network
• One point of contact for ongoing collaboration, networking and problem solving
• Consistency in supervision for all field offices in the region
• Leadership track for department employees interested in supervisory roles
• Increased outreach support and involvement without closing a field office
• Continuous customer monitoring to provide feedback in regards to training needs
Improved Appeals Division
• Improved operational oversight to offer consistency in quality control of state and county claims submissions and appeals preparation
• Increased specialized skillset with attorney and paralegals within the Division
• Strengthened partnerships between federal program providers and the VA Regional Office
• Continuous customer monitoring to provide feedback in regards to training needs
• Improved data collection to identify strengths and weaknesses
Improved Training
Tennessee Code Annotated58-3-111 Director of local service office(d) All veterans’ service officers shall successfully complete training and be issued accreditation by the department of veterans’ affairs within one (1) year from the date of appointment. Any veterans’ service officer who does not complete required training and receive accreditation within one (1) year of appointment shall be removed from office by governing body or bodies of the political subdivisions creating the veterans’ service office by which the officer is employed.
Improved Training
Purpose:The Training Division provides the introduction to high-quality claims assistance, quarterly training updates and will now ensure department employees receive state mandated training.
• Keith West the new Training Officer 2
• In the process of hiring a new Training Officer 1
Improved Training
Next Steps:• Monthly fact sheets distributed for updates in
between training sessions• December webinar-seeking training from federal
partners on Citrex• March- (9) in-person regional training sessions• June-webinar • September- (3) in-person regional training sessions
(2-days; will include annual certification test)
Clarification
Email from David Jungquist dated August 7, 2015• Evidence to send directly to Newnan, Georgia
– Change of Address or Direct Deposit Requests– 686c (Dependency establishment forms)
• Note: Before faxing to Newnan, you should first try to submit via eBenefits, SEP or call the VSO line
– Additional evidence in support of an established claim• Note: Verify with the VA first, that the additional evidence is not
of record already. Submitting additional evidence after a Fully Developed Claim has been filed will result in the claim being moved from the FDC processing and placed in “traditional” claim processing.
Improved Training
Regional Directors:• Collaborative partner; strengthen the network• Central contact for problem solving• Mentor for all field offices and county partners• Outreach support• Monitoring feedback to collaborate with the Training
Division on supplemental training needs
Improved Access to Higher Education
• One Veteran Education Coordinator in each region• Serve as subject matter expert on Veteran language,
culture and transitional challenges• Communicate with campus leaders, staff and faculty
about best practices to recruit, retain and support student Veterans through to graduation
• Increase and strengthen Student Veteran Organization network
• Claims assistance• Outreach planning, support and partnerships
One Team
Trends-Improved Customer Service
2013
2014
2015
8687
10588
12840
Claims Submitted By State and County
Pre-Registrations
250
750
1250
1750
2250
Tennessee Veterans
0.50%1.50%2.50%3.50%4.50%5.50%6.50%7.50%
2014
2013
2012
Une
mpl
oym
ent R
ate
Veteran Suicides
2011 2012 2013 2014
938 9561017
945
190 197 214163
On the Decrease
Total Suicides Veterans
Incarcerated Veterans
Prison
Jail
Total
250 750 1250 1750 2250 2750Prison Jail Total
2012 2183 300 2483
2013 1265 224 1489
2014 1229 200 1429
On the Decrease
Looking Forward
• Future Tennessee State Veterans Cemetery at Parkers Crossroads-federal funding pending
• Opening of the new Tennessee State Veterans Home in Montgomery County in the coming months