Marcy Jacobs from the VA here for a live Q&A March 21st at 3pm ET. What questions do you have about the VA's digital experience?

Marcy Jacobs — Thu, 15 Mar 2018 14:34:06 -0400

*** THIS Q&A HAS ENDED ***

Marcy Jacobs is here to talk about the about the digital experience of the VA.

She is the Executive Director of the Digital Service at VA. She leads a team of engineers, designers, and product specialists focusing on helping VA solve their most complex Veteran-facing technical challenges. She is currently focused on Veteran facing tools (Vets.gov, education tools, claims process, appeal status, simplifying digital landscape to make finding information more clear/simple).

Learn more about the Digital Service at VA: https://department-of-veterans-affairs.github.io/dsva/

This discussion will be monitored by RallyPoint staff. Please follow guidelines at: http://rly.pt/QARules

VA Digital Service

Redefining the way VA serves veterans

Response by SPC Diana D. made Mar 15 at 2018 4:08 PM

SPC Diana D. — Thu, 15 Mar 2018 16:08:42 -0400

Marcy Jacobs Why is there not a different format for filing a 38 U.S. Code § 1151 with the VA rather than filing the same paperwork as a service connected disability? The website does not differentiate either.

I currently have a pending 1151 Claim with the VA and there has been a lot of confusion during the claims process because they thought I was filing for regular service connected disability.

I also currently have a premium account for accessing the My HealtheVet and I have to tell you that they did an awesome job of making it easier for veterans to connect with their VA doctors and keep up with their medical care.

Thank you and keep up the good work!

Response by Sgt Private RallyPoint Member made Mar 15 at 2018 8:54 PM

Sgt Private RallyPoint Member — Thu, 15 Mar 2018 20:54:43 -0400

Marcy Jacobs In what way will improvements/changes made to the digital experiences, be communicated to the Veteran community? Will Veterans be beta testing these tools? Welcome to RallyPoint!

Response by SFC Private RallyPoint Member made Mar 16 at 2018 8:38 AM

SFC Private RallyPoint Member — Fri, 16 Mar 2018 08:38:25 -0400

Nice pic by the way. Ill try to get back to you with questions.

Response by SGT Private RallyPoint Member made Mar 16 at 2018 5:36 PM

SGT Private RallyPoint Member — Fri, 16 Mar 2018 17:36:34 -0400

How does the VA get feedback to improve user experience and accessibility for VA.gov?
What are the best ways to report/amend false or outdated information on VA.gov?
I see the link in the original description but have none of those skills. How can those of us with other IT experience volunteer or apply for positions to assist with such aforementioned issues?

Response by MCPO Roger Collins made Mar 17 at 2018 5:33 PM

MCPO Roger Collins — Sat, 17 Mar 2018 17:33:31 -0400

Despite millions of dollars spent by the DOD and VA, why is there such a disconnect with IT and computer services that could cut waiting time for claims? Also, when there is a serious problem, and contacts by phone can’t be reached, perhaps an Ombudsman on-line for action. At one point, my named contact was on vacation three weeks without an alternate.

Response by SSG Eddye Royal made Mar 18 at 2018 10:41 AM

SSG Eddye Royal — Sun, 18 Mar 2018 10:41:35 -0400

This is for Mary Jacobs, and I would like to thank her for joining RP, My question is why is alway a problem with ordering my medication online. When I contact my local the VA hospital, they have me to try gain until I get locked out with no way to unlock my account.

I have been a network engineer, system Engineer with programming experience for many years, is this a staffing problem or money just not being issues. I know that when I went to the last Cyber Dallas, Texas most of the VA Hospital computers are still running older version Microsoft Windows. Is that the issue? Thanks in advance.

Response by LCDR Private RallyPoint Member made Mar 19 at 2018 1:44 PM

LCDR Private RallyPoint Member — Mon, 19 Mar 2018 13:44:15 -0400

I do hold many of the I.T. skills mentioned in the page regarding digital service at the VA. I also hold a graduate degree in health care administration. However, I do NOT wish to be employed (at age 75, I'm no longer interested in employment). Is there a way in which some of us old guys can assist without long term entanglements?

Response by 2LT David Phillips made Mar 19 at 2018 4:13 PM

2LT David Phillips — Mon, 19 Mar 2018 16:13:30 -0400

Anxious to see how long it takes for these pictures to become a rarity.

Response by SPC Margaret Higgins made Mar 19 at 2018 10:15 PM

SPC Margaret Higgins — Mon, 19 Mar 2018 22:15:50 -0400

Marcy Jacobs: THANK YOU FOR HONORING US WITH YOUR PRESENCE ON RALLY POINT, MA'AM! AND, MA'AM, I HIGHLY HONORED AND LIKED PRESIDENT BARACK OBAMA. YOU ARE A VERY HIGH CALIBER LADY TO HAVE WORKED WITH PRESIDENT OBAMA! AGAIN, MA'AM, THANK YOU SO VERY KINDLY FOR BEING HERE! -MOST SINCERELY, Margaret C. Higgins U.S. Army Retired: Coach/Photographer

Response by CPT David Gowel made Mar 20 at 2018 3:01 PM

CPT David Gowel — Tue, 20 Mar 2018 15:01:43 -0400

Marcy Jacobs, thank you for joining us on RallyPoint. I find it to be a tremendous step forward that the VA has a team like yours focused on the digital experience for us Vets. Since part of your mission is to "Make decisions based on the needs of our users, and data" can you share the process through which you are identifying and prioritizing the numerous and diverse needs you'll be addressing? Also what types of data will you be using as you deliver on this mission?

Response by CPO Nate S. made Mar 21 at 2018 9:58 AM

CPO Nate S. — Wed, 21 Mar 2018 09:58:43 -0400

Dear Ms Jacobs,

Can you speak to the following issues:

- Success of the VA's IHT (Intermediate Healthcare Technician) program [https://www.vacareers.va.gov/careers/intermediate-care-technician/index.asp] that hires ad engages former Military Medics and Corpsmen (MMAC)s as highly skilled healthcare specialists to support inpatient and outpatient healthcare at VA hospitals & clinics. Please let us know the following:

- How is the VA's IHT program compared to say the Virginia DVS MMAC Program? Meaning, what are the numbers that have been hired by the VA since IHT came online in 2014 and when DVS MMAC came online in 2016? I and others would like to know the VHA's goal for hiring former MMACs by MyVA Region for hiring not only recent MMACs, but reaching out older MMACs?

- Why does the VA continue to "discriminate" against highly skilled former MMACs when the VA desperately needs highly skilled health specialist who can be mentored to deliver high quality health in the VA, especially at the CBOC level.

- Can you speak to the AHA's (American Hospital Association) new focus on MMACs (https://www.aha.org/news/blog/2017-11-10-americas-hospitals-count-veterans) who have struggled in their post military lives to continue to deliver healthcare to their fellow veterans within the scope of their military skills in their post military while going back to school and still needing to support families with meaningful employment.

- Can you also speak to how the VHA is working with IHTs and working with the AHA to facilitate more MMACs being able to engage with METC to complete health-based degrees (http://www.metc.mil/degreebridge/) in critical areas for the national overall health needs both via the lens of the VA and the AHA?

I realize these are very tough questions, but I know former MMACs right now who want to provide service back to their fell veterans, but who are being told in so many words by both the VA and commercial HC "we don't care" or at least that is the message being communicated to these men and women who have given outstanding healthcare under conditions that most cannot imagine!

As a retired US Navy Corpsman, I have spoken to many like me who don't believe the VA values our collective healthcare skills (both hands on healthcare and healthcare programs management) and are NOT doing enough to proactively recruit, train or retrain former MMACs so they can help improve the delivery of high quality healthcare in the VA.

Again, this is a leadership opportunity for the VHA. I will tell you that my wife, also a retried US Navy Corpsman and a LPN (since 1966) applied to the VA at least 12 times over the past 20 years. Back in 1999 a couple years after she retired (she was only 53 at the time) she applied for a position at the CBOC in Greenville, NC. She came home mad telling me "I asked about applying and was told that 'they don't hire veterans.'" At the time she had ~ 30 years of both military (Corpsman) and commercial healthcare (LPN) experience. After that she applied several more times to VHA positions where we lived. Imagine that a women with both commercial and military healthcare experience being rejected, when clearly the VHA need vets. She even tried applying to the local CBOC in Charlottesville, VA where we live now and never ONCE got a call despite having every skill set from IVs to rehab care to clinic an program management they wanted. How sad, the VHA does not care to engage with vets who can make a difference because they have the skills that can make a difference. I just wanted to make a point. I have! I am happy to chat off line if you like!

Thank you for your time!

Response by LTC John Shaw made Mar 21 at 2018 2:31 PM

LTC John Shaw — Wed, 21 Mar 2018 14:31:13 -0400

Thank you for coming on the RP forum to obtain input and address questions. I know that many people will express frustration at the VA processes. I LOVE the digital service posting and hope that many knowledgeable and focused systems engineers take advantage of this process.
Ultimately turning the VA platforms into self-service methods will be the best long term solution for our concerns. God Speed in your very important efforts!

Response by Dan Levenson made Mar 21 at 2018 3:05 PM

Dan Levenson — Wed, 21 Mar 2018 15:05:33 -0400

Tightening feedback loops and ensuring the VA listens to the veteran, at a human level, is critical to reaching improved outcomes. Do you see the VA following the lead of other USDS supported agencies, like the Quality Payment Program at CMS, and introducing more outcome-based procurements that align with an agile and human-centered approach to better understand and subsequently deliver value to veterans and stakeholders?

Response by PO2 Robert Rasmussen made Mar 21 at 2018 3:26 PM

PO2 Robert Rasmussen — Wed, 21 Mar 2018 15:26:56 -0400

Awesome to see VA DS on RallyPoint! What other new channels are you exploring to reach Veterans where they are? It feels that the UX investment at VA could be increased. As an SDVOSB and tech provider, we would love to see the VA continue to open up like this. Thanks!