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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

Robert.Weeks@MecklenburgCountyNC.gov

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Questions?