Connecting Veterans virtually and in-person: success stories from the Pacific Islands VEAC

The Pacific Islands Veterans Experience Action Center (VEAC) event, held in-person and virtually, served as a beacon of unity across the ocean’s expanse. This event highlighted a dual format and its impact on the Hawaiian and Guamanian communities. With resounding customer satisfaction statistics affirming its success, the Pacific Islands VEAC event is a testament to the power of connection, trust and support.

A special blend of in-person and virtual engagement

The Pacific Islands VEAC event was held both in-person and virtually, showcasing VA’s ability to adapt to the diverse needs of Veterans across the vast Pacific region.

On Aug. 31 and Sept. 1, the VEAC served Hawaii Veterans face-to-face, offering a personal touch and direct access to resources. On Sept. 6, the virtual platform came alive as the focus shifted to Guam Veterans, transcending geographical boundaries. September 7 marked a return to the virtual realm with a renewed focus on Hawaii Veterans.

Empowering stories from both sides

While the Pacific Islands VEAC event was a platform for Veterans to share their success stories, it was also an opportunity for VA employees to shine. One such heartwarming story came from Natalie Souza, an assistant Veteran Service Center manager from the Los Angeles regional benefits office. She encountered a Veteran from Guam whose health was in critical condition, making her situation a matter of life and death. Her swift action in expediting the Veteran’s pension claim for aid and attendance led to the Veteran’s monthly payment increase from $1,336.00 to $2,229.00.

High customer satisfaction reflects success

The Pacific Islands VEAC event garnered high customer satisfaction ratings. An impressive 93.8% of customers attested that accessing the information and services they needed was easy. 93.3% who praised the support delivery during the event. 97.1% of Veterans and family members expressed feeling valued and respected throughout their VEAC experience, underlining the event’s commitment to fostering trust and respect. As a testament to trust-building, 86.6% stated their confidence in VA and its community partners to meet their needs during the VEAC event. The resounding endorsement continued, with 95.2% expressing their willingness to recommend a VEAC event to other Veterans. 24.8% of VEAC customers who responded to the CX survey said the Pacific Island VEAC marked their first time interacting with VA. This statistic is a testament to the VEAC’s ability to reach and recruit Veterans, families, caregivers and survivors to much-needed resources.

Voices of appreciation

The Pacific Islands VEAC event’s success echoes its participants’ voices. According to a female Veteran from Hawaii, “The event was well organized, and everyone was responsive to my questions and concerns. I got everything taken care of in one place. Great event, and I wish there was more advertising for it.” Another Hawaiian Veteran offered praise, stating, “The crew handling the event was the epitome of professionalism.”

The resounding customer satisfaction ratings validate the event’s success, reflecting its efficiency and trustworthiness and the respect it bestowed upon attendees.

Looking forward

The success of the Pacific Islands VEAC event paves the way for more. The next VEAC event is set to take place in Iowa on Sept. 29-30.

As the VEAC journey continues, it serves as a beacon of hope, demonstrating that no distance is too great to bridge in the pursuit of unity and support for our cherished Veterans.