Veterans, employees help bolster trust in VA

Veteran trust in VA is at an all-time high. To build that trust, we began really listening to what our “customers” need and guiding employees on how to best help meet those needs.

In April 2020, we reported that Veteran trust in health care outpatient services rose above 90% for the first time in the organization’s history. In addition, Veteran trust in VA overall – which includes interactions related to health care, claims, appeals, memorials and other services – reached 80%, a 19% increase since January 2017.

Our strategy for strengthening trust hinged on creating a world-class customer experience “by keeping Veterans, their families, caregivers and survivors at the center of everything we do,” according to VA Chief Veterans Experience Officer John Boerstler. The Veterans Experience Office, which Boerstler leads, works with leadership and employees to make exceptional customer experiences a permanent part of VA culture.

To identify customer “pain points” and concerns, we interviewed Veterans, held phone conversations, and reviewed feedback from millions of customer surveys.

With the help of employees and partners, we then spearheaded several initiatives to address issues raised by Veterans based on their experiences, such as Own the Moment, a customer experience training program for employees; the Red Coat Ambassador Program, to have volunteers and employees greet and welcome Veterans and help them navigate our facilities; and VA Patient Experience Week, to share and showcase best practices in improving patient experiences. We have become a model for other federal agencies that want to build their services around a world-class customer experience.

Employer of choice

To provide Veterans with a world-class customer experience, VA needs world-class employees. We are continually recruiting and hiring top-notch researchers, physicians, nurses, psychologists, therapists, other health care providers and nonclinical staff who are committed to caring for our nation’s Veterans. Knowing they’re receiving the best care instills greater Veteran trust in VA.

Earning Veterans’ trust and equipping staff members with the tools and training they need to deliver the highest quality care and services to Veterans have enhanced our standing among employees, according to Darren Sherrard, associate director of recruitment marketing at VA. “Couple that with our excellent benefits, education support programs, and career advancement and leadership opportunities, and it’s easy to see why we’re an employer of choice.”

We’ve been named one of America’s best large employers for 2021 by Forbes magazine. Forbes also ranked us as one of America’s best employers in 17 states and a top employer for new graduates in 2020.

Having satisfied, engaged employees is key to fulfilling our mission of providing the best health care and services to millions of the nation’s Veterans.

Work at VA

If you’re interested in working for an employer employees rank among the best places to work, take a closer look at VA.

• LEARN about the benefits of a VA career.
• SEARCH by keyword for an open position near you or view careers by location.
• EXPLORE our website at www.VAcareers.va.gov.