The answer to that question is the Veterans Affairs Department's Education Call Center in Muskogee, Okla., which no longer takes calls from veterans on Thursdays or Fridays.
Reps. Stephanie Herseth Sandlin, D-S.D., and John Boozman, R-Ark., find this a rather curious state of affairs, and at a hearing of the House Veterans Affairs Committee's Economic Opportunity Subcommittee last week, they asked VA officials to offer a rationale.
The official explanation: VA closed the call center two days a week so the folks in Muskogee could use the time to process claims.
Sandlin found this unacceptable and suggested VA spread out the claims processing throughout the week.
Boozman also expressed bafflement. He said the worker bees in Muskogee told congressional staffers during a site visit in January that they did not understand the two-day weekly hiatus from saying hello.
Boozman said staffers suggested spreading the claims processing load in Muskogee over the work week and that suggestion was forwarded to top VA management, which has yet to act on the suggestion.
Boozman wondered, "Why does it take a suggestion from congressional staff to raise such a common sense issue and why do those responsible at the local level need to get permission from central office?"
COMMENTS
Are the staffers kidding? Every single program that VA administers or provides is MICRO MANAGED by a well meaning but poorly informed committee. It's all about the "Golden Rule", i.e., "Them with the gold make the rules".
VBA is so concerned with keeping all the "Bigs" happy that they often just work themselves into a corner that they can't get out of. They over committ because it's what someone wants to hear and they are affraid that if they simply tell the truth that they will be committing professional suicide (for which there is no toll free prevention hotline) ..
I'd strongly suggest that the VACO folks mandate that until the problems are resolved, everyone from the RO Director down is responsible for working on the problem. Commanders need to show the troops that they know what it's like to work in their shoes and that they understand that the tools they work with are not the absolute greatest but if used correctly that they can do the job. As the Navy would call it's time for "ALL HANDS ON DECK" and while they're at it, it wouldn't hurt to get some of the VACO staff off their collective backsides out there in DC and start working some of the back-logged claims also .. !!
Yes I'm a VA employee and I'm absolutely appauled when Supervisors and Managers aren't allowed to do all that is necessary to provide for our Veterans and their needs. It's what I signed up for but like the article implies, trying to do my job with a gag in my mouth and both of my hands tied behind my back just isn't the best experience.
JFFJR 01/26/10 08:51 am ET
Boozman wondered, "Why does it take a suggestion from congressional staff to raise such a common sense issue and why do those responsible at the local level need to get permission from central office?"
Dear Congressman Boozman,
There is no common sense in the VA. The entrenched employees know that you are "just passing thru congress" and they will still be in the VA long after you are gone.
VA has no concern what congress thinks. They will coninue on their way, not doing what they are supposed to be doing, and sucking up the tax dollars. They wish you "a happy congressional day" and hope you have a good life.
v/r
phil
Phil 01/26/10 08:19 am ET