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"Examining the Effectiveness of the Veterans Readiness and Employment (VR&E) Program"

House Veterans Affairs Committee, Economic Opportunity Subcommittee Hearing

December 11, 2024 (recording here)

HEARING INFORMATION

Witness & Written Testimony (linked) (Panel One):

• Mr. Nick Pamperin: Executive Director, Veteran Readiness and Employment, Veterans Benefits Administration, U.S. Department of Veterans Affairs

• Mr. Kenneth P. Smith: Assistant Deputy Undersecretary, Operation Management Team, Veterans Benefits Administration, U.S. Department of Veterans Affairs

Witness & Written Testimony (linked) (Panel Two):

• Ms. Julie Howell: Associate Legislative Director for Government Relations, Paralyzed Veterans of America

• Mr. Keith Glindemann: President, National Association of Veteran Program Administrators

Keywords mentioned:

• Wait times, Vocational Rehabilitation Counselors (VRCs), Vocational Rehabilitation Specialists (VRSs), IT failures, modernization efforts, staffing shortages, training, payment processing

IN THEIR WORDS

OPENING STATEMENTS FROM THE SUBCOMMITTEE

• Chairman Derrick Van Orden began the hearing by discussing the importance of the Veterans Readiness and Employment (VR&E) program. He outlined the program's purpose to assist veterans with service-connected disabilities by providing on-the-job training and necessary skills for meaningful employment and independent living. Chairman Van Orden expressed concerns about the VR&E program’s direction, citing past IT failures within the VA that led to significant financial losses. He mentioned skepticism regarding the new Readiness Employment System (RES), noting its prolonged development across four administrations and the potential for repeated failures. The Chairman raised issues such as increased wait times, excessive costs, and the need for better data tracking and accountability to ensure the program effectively serves veterans.

• Ranking Member Mike Levin praised the Committee’s collaborative efforts over the past two years to serve veterans. He also mentioned the critical importance of the VR&E program in preparing veterans with service-connected disabilities for post-military life by providing essential job training and support. The Ranking Member addressed several challenges, including understaffing and long wait times for initial appointments, which were deemed unacceptable. He also discussed the lack of modernization in digital case management systems and underscored the need for improved communication and realistic deadlines to enhance the program's effectiveness.

SUMMARY OF KEY POINTS (PANEL ONE)

• Mr. Nick Pamperin reviewed the VR&E program's mission to assist veterans with service-connected disabilities in finding and maintaining suitable employment or achieving independent living. He presented data showing significant growth in program participation and benefits disbursed, attributing this success to increased outreach and the expansion of PACT Act benefits. Mr. Pamperin detailed the program's efforts in modernizing operations, including the introduction of a new case management system and the expansion of staff qualifications. He then affirmed the VA's commitment to improving VR&E services and expressed willingness to collaborate with Congress to address veterans' concerns.

• Ranking Member Levin voiced deep concerns about the significant backlogs veterans faced when accessing services through the VR&E program, specifically highlighting that veterans in his district had to wait approximately 15 to 18 months for an initial appointment at the San Diego office. He inquired whether updated wait times were available and urged Mr. Pamperin to provide this information to his staff promptly. Mr. Pamperin responded by acknowledging the backlog issues, confirming that the current average wait time in San Diego was indeed 155 days, which exceeded the 60-day target. He assured the Ranking Member that the VA was committed to finding solutions and would follow up with more information.

• Rep. Frank Mrvan criticized staffing challenges within the VR&E program, particularly the shortage of Vocational Rehabilitation Counselors (VRCs) who are authorized to make entitlement decisions. He questioned whether vocational rehabilitation specialists (VRSs) could be trained to make these decisions to alleviate staffing shortages. Mr. Pamperin clarified that VRS positions cannot make entitlement decisions due to regulatory requirements and agreed to investigate the regulations further.

• Rep. Mrvan then inquired about ongoing software issues related to the Readiness Employment System (RES), asking for specific reasons behind the failures of previous software implementations and what measures were being taken to ensure the current system's success. Mr. Pamperin claimed that past failures were due to unclear requirements and software challenges, detailing the VA's efforts to modernize the system through dedicated RES staff and comprehensive change management strategies to prevent similar issues in the future.

• Rep. Morgan McGarvey asked Mr. Pamperin why he was lacking answers regarding the VR&E program given his position as its leader. Mr. Pamperin pushed back, pointing to his six-point strategic plan to address technology and worker processes. Rep. McGarvey expressed frustration at the impact these delays have on resolving veterans’ issues, and he urged the VA to pursue more timely efforts in fixing ongoing problems within the program.

• Chairman Van Orden described the VA’s shortcomings regarding numerous IT projects and called the department’s efforts a failure. He suggested that many VA employees will be held accountable under the new administration, implying that current poor performances will not stand. The Chairman reiterated his disapproval of the VA’s handling of the VR&E program and called for changes to ensure that veterans get the benefits they have earned.

SUMMARY OF KEY POINTS (PANEL TWO)

• Ms. Julie Howell explained that the VR&E program assists disabled veterans in securing meaningful employment despite disabilities resulting from military service. She emphasized the program's critical role in ensuring successful employment outcomes, reviewing the historical lack of federal protections for disabled veterans before the Americans with Disabilities Act of 1990. Ms. Howell acknowledged that, despite existing protections, employment barriers persist. She noted the significant increase in VR&E program applications, indicating that disabled veterans are increasingly aware of and eager to engage with the program.

• Mr. Keith Glindemann presented findings from a recent survey conducted among National Association of Veterans Program Administrators (NAVPA) members. These revealed issues such as delays in VR&E program approvals, barriers in returning VA funding, overworked VRCs with heavy caseloads, and poor communication between schools and VRCs. Mr. Glindemann detailed additional challenges faced by student veterans, including difficulties in contacting VRCs, delayed payments, and increased stress both mentally and financially. He recommended standardized national training for VRCs and School Certifying Officials (SCOs), improvements to the VR&E handbook, enhancements to the Tungsten system for better information accessibility, and an increase in VRC staffing to effectively serve the growing VR&E student population.

• Ranking Member Levin discussed a recommendation that the VR&E program should create and hire 300 administrative support staff positions to help reduce the administrative burden on VRCs. Ms. Howell noted that not all VR&E participants have complex cases, and support staff could handle simpler tasks such as monthly check-ins for veterans doing well in school. Additionally, she mentioned that hiring more support staff would aid in the rollout of modernization efforts and enhance the counselors' capacity to manage their caseloads effectively.

• Ranking Member Levin asked Ms. Howell what recommendations she would like to see implemented in the VR&E program. Ms. Howell spoke on the urgent need for more counselors due to the exponential growth of the VR&E program. She stated that as more veterans utilize the program, the existing workforce is insufficient to handle the increased workload. By hiring additional counselors, especially in areas with high concentrations of veterans, the VA would free up counselors to dedicate more time to complex cases. Ms. Howell stressed that maintaining an appropriate counselor-to-veteran ratio is essential for the program's success and for providing meaningful employment opportunities to veterans.

• The Ranking Member then asked about the issues Mr. Glindemann has heard of regarding the Invoice Payment Processing System used by the VR&E program to authorize services and process invoices. Mr. Glindemann recommended the implementation of more standardized training for SCOs and bursar offices responsible for processing payments. He suggested that the VA develop comprehensive training programs at their level, complemented by additional training packages at the schools' level to ensure timely and efficient benefit processing. Mr. Glindemann also pointed out the need for timely authorizations, noting that delays in PO authorizations can halt students' benefits and disrupt their educational progress.

• Rep. Mrvan asked Ms. Howell about her personal experience benefiting from the VR&E program and how it has impacted her life. Ms. Howell shared her personal journey, explaining that after leaving the military and experiencing exacerbated service-connected disabilities from working as a chef, she discovered the VR&E program. She recounted challenges with a combative counselor and the need to advocate for herself to access suitable employment that accommodated her disabilities. However, Ms. Howell expressed gratitude for the VR&E program, stating that it significantly changed the trajectory of her life and underscored the importance of maintaining the program's sustainability for future disabled veterans.

• Rep. Mrvan sought clarification on the training process for VRCs and VRSs, particularly questioning the duration and effectiveness of standardized training programs to ensure counselors are capable and accessible. Ms. Howell responded by calling for comprehensive on-the-job training for both VRCs and VRSs. She argued that expecting counselors to be fully capable immediately after standardized training is unrealistic, as employment roles require continuous learning and peer feedback.

• Rep. McGarvey requested recommendations on how the VR&E program could ensure greater consistency in building trust with veterans. Ms. Howell acknowledged the challenges in standardizing communications but again pointed to the importance of improving training to enhance counselor interactions with veterans. She expressed optimism about recent modernization efforts, believing they would increase the program's capacity to handle more veterans efficiently. Ms. Howell reiterated the need to tie VR&E subsistence rates to those offered by the post-911 GI Bill to eliminate financial barriers for veterans, improving their ability to access benefits without worrying about financial constraints.

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