How to Create a Better VA Experience
Gilbert is an Iraqi veteran with two combat tours who refused to utilize the Veterans Administration (VA) for benefits. I often spend a lot of time trying to get veterans to utilize the benefits they earned. When I mentioned the VA to Gilbert he started grumbling. He felt it was a waste of time. Every trip to the VA Gilbert ended up spending the entire day there and often didn’t get what he needed. Gilbert is not alone; a lot of veterans become wary when you mention the VA and for good reason. What veterans think when the VA is mentioned consist of negative media coverage and complaints from other veterans. Many go into the VA with unrealistic expectations for the huge bureaucracy.
As Gilbert continued to complain about the VA he told me his wife was getting tired of his complaining and told him to do something or stop complaining. I asked Gilbert if he has a driver’s license? He said yes, then I asked if he had to go to DMV to get his license, he again said yes. I questioned Gilbert about what he didn’t like about going to DMV. He discussed waiting in line, the rudeness of the people, and the paperwork. I asked Gilbert why he put up with DMV? he said “I want to drive!” I then asked, do the complaints sound familiar? I could see him starting to think.
With the VA, we feel we are owed services. Veterans have earned these services and feel abandoned and betrayed by the system if they don’t get their needs met. Veterans don’t like feeling abandoned or betrayed so they stop going to the VA. To most veterans, the whole VA experience is frustrating and can be overwhelming. With DMV, we are taught driving is a privilege and not a right. We are not owed a driver’s license; we did not earn it from our service. We have different expectations for the VA than DMV and the difference in expectations can cost veterans thousands of dollars.
Many veterans walk into the VA in a negative mood. By walking in with a negative mood you are increasing your chances of having a negative experience. Your experiences at the VA depend on your mood when you get in your car to go. If you get an attendant who is having a bad day you are likely to have a negative experience. Many of those that work at the VA spend all day dealing with people who feel bad and have poor attitudes. If a person at the counter has been dealing with negative people all day it is psychologly difficult for them to be in a good mood when they see you. I understand it is their job to be positive, but there are times it is difficult no matter who you are.
I am not making excuses for the VA. I am discussing the reality of the situation. Make your life easier by managing your expectations and your mood. Gilbert went back and stuck it out. He now gets an extra $651.00 because he fought for what he earned. Managing his mood and expectations psychologically helped him work through the VA system. Working through the system can be difficult but the VA controls your benefits. You can help yourself by having a positive attitude when you go to the VA. The VA controls your medical care, benefits, and disabilities claims. Why walk away from them and leave money you have earned on the table? Why are you struggling financially if you don’t have to? I will offer some suggestions about creating a better experience at the VA.
HOW TO MANAGE YOUR MOOD AND EXPECTATIONS WHEN DEALING WITH THE VA
Be pleasant to the person when you walk up to the counter, crack a joke, be sarcastic. It might put them in a better mood…. giving you a better experience. At times just a smile works!
If you can get an appointment get one. This helps a lot but not always. If possible I always take the day off and schedule all of my appointments on the same day if I can.
Mentally prepare yourself to be at the VA all day. Take a book, iPad, laptop, crossword, or Kindle, be prepared, if you are done sooner than expected all the better.
Have the correct paperwork. Do your research and make sure you have what you need with you. They are only doing their jobs, most employees do not like the bureaucracy either.
Understand that the claims department does not necessarily talk to the medical department. What’s on your disability claim might not show up in your VA medical records. When dealing with your primary care physician make sure you have your disability information with you from ebenefits.
Do what they ask. They can only control what is in their area of expertise and can give you wrong information when pressed for an answer.
Don’t ask them to do things that are above their pay grade or control. You cannot expect any employee to do something that will get them a reprimand or cost them their jobs.
Be empathetic, many VA employees have been dealing with people who do not feel good all day.
Be understanding. I have talked to several employees at the VA and they are scared to point out obvious problems. Like the military, the employee can be labeled a troublemaker.
Asking questions is OK. Find the right person to ask, not everyone in the VA has the answers. In the military we are taught to not question authority. You are not in the military anymore.
Be ready to accept the stock answer to a question, “it depends on the situation” it’s their go to answer when they don’t want to or can’t answer your question.
For questions or comments, I can be reached at bo@afterdutyvets.com or visit our website at afterdutyvets.com.