South Carolina VEAC: Large Scale Numbers and Personal Success Stories

The South Carolina VA team hosted a Veterans Experience Action Center (VEAC) event on March 21-23, 2024. Over its three days, VA served more than 1100 Veterans, families, caregivers and survivors with real-time connections to Veteran resources.

“Within the first three hours, every chair was filled in our large event space. We worked hard with our partners to market this event and feel like local media support really helped get the word out,” said event organizer and Columbia Regional Office (RO) Change Management Agent Marlon Hinds. “This shows that the need is there to bring resources directly to Veterans, and we look forward to hosting an even bigger event in the future—in a bigger space.”

By the numbers, this event was impressive:

• 1132 event attendees
• 87 volunteers
• Nearly 100% of registered attendees showed interest in connecting with VBA for claim-related services
• Over 2000 engagements occurred between VEAC attendees and community partners

When the staff from the Columbia RO saw how many, and how engaged our customers were at the event, they realized the opportunity and were able to quickly adjust, bringing in additional volunteer staff members to support. Their expertise resulted in 12 Veterans having their benefit claims approved on the spot, with a combined total of almost $195K in backpay awarded. This is significant since the current average wait to complete a claim is 159.2 days, though that depends on the type of claim, how many medical issues are on it, how complex it is and what additional evidence is needed.

This VEAC was unique because VA’s Medical Disability Examination Office (MDEO) sent four Medical Mobile Units (MMU) to conduct Compensation and Pension (C&P) examinations on site. One hundred sixty-two Veterans utilized this immediate exam option with a total of 500 Disability Benefits Questionnaires (DBQs) completed over the three-day period. The VA benefit specialist teams were so busy that they opened a follow-up claims clinic to ensure participants had sufficient face time with these specialists. Over 75 VEAC participants utilized this option.

“This event was amazing, and it was so great to see so many Veterans come to this one-stop shop in Columbia,” said Columbia RO Assistant Service Center Manager Gabrielle Govan-Scott. “During the event, we started planning ways we can reach our rural Veterans in our state that maybe couldn’t attend the event. We are looking at ways to bring this show on the road, potentially bringing our benefits specialists and examiners to rural Veteran areas in South Carolina.”

While VEACs have a heavy VA benefit focus, the wins didn’t stop there:

• VA hospital staff talked with 137 attendees about VA health care eligibility and enrollment.
• Several adaptive housing issues were identified during the VEAC, and staff immediately scheduled appointments to remedy the situations.  
• From the registration desk, several Veterans identified a homeless or at-risk need and were immediately walked to VA service providers to address housing concerns. 
• During the VEAC, several Veterans expressed being in crisis, and staff immediately walked them over to trained VA medical staff for mental health support.

The VEAC also had a Vietnam Veteran “Welcome Home Event,” where staff took time to honor 25 Veterans. This event was particularly special to a Vietnam-era Marine and amputee who arrived on site, maneuvering through the crowds in his wheelchair. Upon introduction, staff learned that this Veteran had never received VA services. While we wish the Veteran received the welcome home he deserved 50 years prior, the dedicated staff made the moment matter during this VEAC. This customer was immediately prioritized, getting him a disability exam right away, and the Veteran was in and out of the event within four hours.

“The only reason for VA is to serve Veterans, their dependents and surviving spouses. For America to continue to be the greatest nation, America’s brightest and strongest must be willing to join our armed services and carry the flag. They are watching how we care for their parents and grandparents. Therefore, we must be genuine and diligent in our efforts to care for today’s warriors,” said Columbia RO Executive Director Sheila Jackson.

From the large-scale numbers to the personal success stories, this VEAC truly impacted the South Carolina Veteran community.