HomeMy WebLinkAboutMINUTES - 07231996 - D1 1
D.1
THE BOARD OF SUPERVISORS OF
CONTRA COSTA COUNTY, CALIFORNIA
DATE: July 23, 1996 MATTER OF RECORD
SUBJECT: Veterans Services 1995-1996 Departmental Performance Report
The Board of Supervisors accepted both an oral and a written report from Gary D. Villalba,
Director, Veterans Services, detailing departmental performance in 1995-1996.
THIS IS A MATTER FOR RECORD PURPOSES ONLY
NO BOARD ACTION TART
co"-
1996
o"1996 DEPARTMENT PERFORMANCE REPORT
VETERANS SERVICES
JULY 1996
GARY D. VILLALBA
DIRECTOR, COUNTY VETERANS SERVICE OFFICER
10 DOUGLAS DRIVE, SUITE 100
MARTINEZ, CA 94553
PHONE: 313-1481
FAX: 313-1490
•
T A B L E O F C O N T E N T S
PAGE
1. ORGANIZATION CHART . . . . . . . . . . . . . . . . . . . (i)
2. SECTION I - DEPARTMENT OVERVIEW . . . . . . . . . . . . 1
3 . , SECTION II - RESOURCES . . . . . . . . . . . . . . . . . 2
4 . SECTION III - CUSTOMER SERVICES . . . . . . . . . . . . 5
5. SECTION IV - ANNUAL PERFORMANCE . . . . . . . . . . . 7
6. SECTION V - CHALLENGES AND NEW DIRECTIONS . . . . . . . 11
7. STAFF PICTURE . . . . . . . . . . . . . . . . . . . . . 13
•
VETERANS SERVICE OFFICE
10 Douglas Drive, #100
Martinez, CA 94553
ORGANIZATIONAL CHART
VETERANS SERVICE
OFFICER
Gary Villalba
BRANCH OFFICE VETERANS SERVICE EXECUTIVE
MANAGER REPRESENTATIVE SECRETARY
Jill Martinez Roy Brooks Debbie Garcia
CLERK
SENIOR LEVEL
Vicki Turner
Management 4
Non-management 1
Total 5
(i)
1996 VETERANS SERVICES DEPARTMENT PERFORMANCE REPORT
SECTION I - DEPARTMENT OVERVIEW
A. DEPARTMENT RESPONSIBILITIES
MISSION STATEMENT
THE COUNTY VETERANS SERVICE OFFICE/OFFICER (CVSO)
PROVIDES ASSISTANCE AND ADVOCACY TO THE MEN AND WOMEN WHO
SERVED IN THE ARMED FORCES OF AMERICA, THEIR DEPENDENTS
AND SURVIVORS, AND THE GENERAL PUBLIC IN OBTAINING BENEFITS
AND ENTITLEMENTS FROM THE U.S. DEPARTMENT OF VETERANS
AFFAIRS (VA) , DEPARTMENT OF DEFENSE, STATE AND LOCAL
PROGRAMS FOR VETERANS AND THEIR FAMILIES.
A MAJOR COMPONENT OF OUR DEPARTMENT IS TO PROVIDE COST-
AVOIDANCE TO THE COUNTY DEPARTMENTS OF HEALTH AND SOCIAL
SERVICES THROUGH THE COUNTY "WELFARE REFERRAL PROGRAM. "
(SEE SECTION III - CUSTOMER SERVICES)
B. ORGANIZATIONAL STRUCTURE
- WE HAVE ONE DEPARTMENT DIVISION WHICH PROVIDES MULTIPLE
SERVICES AS DETAILED IN SECTION III - CUSTOMER SERVICES.
WE HAVE TWO OFFICE LOCATIONS WITH THE FOLLOWING HOURS
FOR THE PUBLIC:
MAIN OFFICE: 10 DOUGLAS DRIVE, SUITE 100
MARTINEZ, CA (94553-4078)
PHONE: 313-1481 HOURS: 8 AM to 12 NOON
FAX: 313-1490 1 PM to 5 PM
DAYS: MONDAY THROUGH
FRIDAY
BRANCH OFFICE: 100 - 37TH STREET, SUITE 270
RICHMOND, CA 94805-2179
PHONE: 374-3241 HOURS: 8 AM to 12 NOON
1 PM to 4 PM
DAYS: TUESDAY AND
THURSDAY
•
1
• SECTION II - RESOURCES
A. FINANCIAL RESOURCES
BUDGET FY 1995-96: (0579)
EXPENDITURES -
SALARIES & EMPLOYEE BENEFITS = 250,525
SERVICES & SUPPLIES = 11,620
GROSS EXPENDITURES = 262,145
FINANCING -
INTERGOVERNMENTAL REVENUE = 62, 043
NET COUNTY COST = 200,102
FINANCIAL SOURCES:
OUR DEPARTMENT HAS FOUR FUNDING SOURCES PER THE
MILITARY AND VETERANS CODE OF CALIFORNIA.
1. SECTION 972, STATE SUBVENTION TO HELP FUND CVSO.
2 . SECTION 972.1, STATE SUBVENTION AUGMENTATION TO
HELP FUND CVSO.
3 . SECTION 972.2, STATE CVSO FUND FROM SALES OF
SPECIAL INTEREST VETERAN LICENSE PLATES THROUGH
DMV. THIS NEW PROGRAM BEGAN INITIAL FUNDING
DISTRIBUTION IN 1996.
4 . SECTION 972.5, CALIFORNIA DEPARTMENT OF VETERANS
AFFAIRS (CDVA) CONTRACTS WITH STATE DEPARTMENT OF
HEALTH SERVICES FOR THE PURPOSES OF OBTAINING
FEDERAL FUNDS FOR CDVA TO DISTRIBUTE TO CVSO FOR
WORKLOAD OF MEDI-CAL COST-AVOIDANCE ACTIVITIES.
THE ABOVE FUNDING SOURCES ARE PAID SEMI-ANNUALLY TO
CVSO PER ANNUAL AUDITS PERFORMED BY CDVA IN ACCORDANCE WITH
THE CALIFORNIA CODE OF REGULATIONS, TITLE 12, SECTIONS
450-455.
PROPOSED 1996-97 BUDGET: (0579)
EXPENDITURES -
SALARIES & EMPLOYEE BENEFITS = 271,636
SERVICES & SUPPLIES = 13,840
GROSS EXPENDITURES = 285,476
FINANCING -
INTERGOVERNMENTAL REVENUE = 64,243
NET COUNTY COST = 221,233
2
D. i
B. PERSONNEL RESOURCES
THIS DEPARTMENT HAS FIVE (5) FTE. HOWEVER, THE FY
1995-96 BUDGET SHORTFALL FOR THIS DEPARTMENT HAS REQUIRED
THE FOLLOWING TWO POSITIONS TO BE LESS THAN FULL-TIME:
1. VETERAN SERVICE REPRESENTATIVE (MANAGEMENT CLASS) -
FURLOUGH ONE DAY PER WEEK.
2. CLERK - SENIOR LEVEL (REPRESENTED CLASS) - ON
INTERDEPARTMENTAL LOAN TO CCTV ONE DAY PER WEEK.
DURING THE PAST 5 YEARS, OUR DEPARTMENT HAS LOST ONE
(1) FTE AND TWO (2) TEMPORARY PART-TIME POSITIONS DUE
TO BUDGET REDUCTIONS. THESE REDUCTIONS ARE EQUIVALENT
TO A 29% STAFF LOSS.
C. AFFIRMATIVE ACTION
THE AFFIRMATIVE ACTION (AA) REPRESENTATION OF VETERANS
SERVICES EXCEEDS THE ESTABLISHED CONTRA COSTA COUNTY GOALS
OF THE 1990 CENSUS LABOR FORCE AND 1994 WORK FORCE
PERCENTAGES.
• THE DEPARTMENT HEAD IS THE AA OFFICER FOR OUR
DEPARTMENT. THE DEPARTMENT AA PLAN AND IMPLEMEN'T'ATION
PLAN IS REVIEWED PERIODICALLY WITH STAFF AND EACH STAFF
PERSON HAS A COPY OF THE PLANS.
DISCRIMINATION OF ANY KIND IS THE ENEMY OF US ALL.
D. SICK LEAVE
SICK LEAVE USAGE - 1995
HOURS HOURS
USED ACCRUED # STAFF s USED
237.60 480 5 49.5
- HOURS USED INCLUDES 46.5 HOURS FOR RECURRING DENTAL
AND MEDICAL APPOINTMENTS
- EMPLOYEES WITH ZERO USE OF SICK LEAVE: 1 (DEPARTMENT
HEAD)
EMPLOYEES WITH SERIOUS MEDICAL PROBLEM WHO EXCEEDED
DEPARTMENT STANDARD BUT MET THE MITIGATING CIRCUM-
STANCE REQUIREMENT: 1
. THE DEPARTMENT SICK LEAVE POLICY IS REVIEWED FREQUENTLY
WITH STAFF AND EACH HAS A COPY.
3
. E. STAFF DEVELOPMENT
EACH EMPLOYEE IS EVALUATED ANNUALLY REGARDING THE
FOLLOWING PERFORMANCE CRITERIA: PRODUCTIVITY,
INNOVATION/ANALYSIS, ORGANIZATION, COMMUNICATION SKILLS, .
ATTENDANCE AND OTHER JOB RELATED SUBJECTS.
STAFF IS ENCOURAGED TO PARTICIPATE IN CAREER ENHANCING
ACTIVITIES, COUNTY SPONSORED TRAINING AND WELLNESS PROGRAMS.-
THE DEPARTMENT HEAD AND PROFESSIONAL STAFF ATTEND PERIODIC
MANDATORY ACCREDITATION TRAINING SPONSORED BY THE U.S.
DEPARTMENT OF VETERANS AFFAIRS (VA) AND THE CALIFORNIA
DEPARTMENT OF VETERANS AFFAIRS (CDVA) .
THE DEPARTMENT HEAD RECOGNIZES THAT THE EMPLOYEES OF
THIS DEPARTMENT ARE ITS MOST IMPORTANT RESOURCE.
F. AUTOMATION
HISTORICALLY, VETERAN SERVICES HAS NOT HAD SUFFICIENT
REVENUE TO ADEQUATELY AUTOMATE OUR SERVICES. THE DEPARTMENT
CURRENTLY HAS PC ONLINE ACCESS TO THE COUNTY BUDGET, PAYROLL
AND E-MAIL SYSTEMS. WE UTILIZE THE OUTDATED "DISPLAY WRITE
4 IBM" WORD PROCESSING SOFTWARE.
AFTER YEARS OF FRUSTRATION, I AM PLEASED TO REPORT THAT
AN AUTOMATION PLAN IS PENDING IMPLEMENTATION. PHIL BATCHELOR
(CAO) HELPED TO INITIATE THIS PLAN AND WE ARE VERY GRATEFUL
FOR HIS ASSISTANCE.
PLAN SUMMARY:
- PURCHASE OF THREE NEW COMPAQ COMPUTERS
- UPGRADES FOR TWO IBM PS/2 MODEL 55
- NETWORKING LINKAGE
- SOFTWARE UPGRADES
ONCE THE HARD AND SOFTWARE IS IN PLACE AND STAFF
TRAINED, A STATE APPROVED SOFTWARE CALLED "VET-PRO" WILL BE
PURCHASED TO INCREASE OFFICE EFFICIENCY AND ENHANCE SERVICE
TO OUR CLIENTS. IN ADDITION, THE PLAN CONFIGURATION WILL
MEET STATE APPROVED REQUIREMENTS FOR AUTOMATION OF MANDATORY
STATE SEMI-ANNUAL REPORTS AND OTHER PERTINENT STATISTICAL
RECORD KEEPING. FURTHERMORE, THIS CONFIGURATION WILL ALSO
ALLOW FOR THE INSTALLING OF "REMOTE ACCESS" WITH THE U.S.
DEPARTMENT OF VETERANS AFFAIRS (VA) . REMOTE ACCESS IS ACCESS
TO THE VA NATIONAL DATA FILES AND WILL PRECLUDE THE CURRENT
TIME CONSUMING PHONE CALLS TO A TOLL FREE NUMBER NUMEROUS
TIMES EACH WORK DAY.
4
SECTION III - CUSTOMER SERVICES
A. SERVICE DELIVERY SYSTEM
CLIENTS ACCESS OUR SERVICES IN PERSON AT OUR TWO OFFICE
LOCATIONS, OVER THE PHONE, VIA THE MAIL AND WE ALSO DO FIELD
VISITS TO RESIDENCES, HOSPITALS AND NURSING HOMES.
THE FOLLOWING SERVICES ARE PROVIDED:
- COMPREHENSIVE BENEFIT COUNSELING OF VETERAN PRO-
GRAMS AT THE FEDERAL, STATE AND LOCAL LEVEL.
- CLAIM PREPARATION, PROCUREMENT OF SUPPORTING
DOCUMENTATION, SUBMISSION OF CLAIM
- CLAIM TRACKING AND REVIEW OF FINAL DETERMINATIONS
APPEAL PROCESS REVIEW (VA APPELLATE LEVEL) AND
DEVELOPMENT WHEN APPROPRIATE
COUNTY WELFARE REFERRAL (CA-5) PROGRAM WHICH
ASSISTS THOSE ON PUBLIC ASSISTANCE (AFDC, MEDI-
CAL, FOOD STAMPS AND GA) TO BE REFERRED TO OUR
SERVICES IN THE HOPE OF ENTITLEMENT THEREBY
REDUCING LOCAL COUNTY COSTS.
- INFORMATION AND REFERRAL SERVICES FOR THE
FOLLOWING:
. 1. CRISIS INTERVENTION
2. EMPLOYMENT
3 . PUBLIC ASSISTANCE
4 . SOCIAL SECURITY
5. MISCELLANEOUS ISSUES
THE FOLLOWING BRIEF LIST OF PROGRAMS ARE A FEW OF
THE PRIMARY ENTITLEMENTS THAT WE ASSIST CLIENTS WITH:
a. DISABILITY COMPENSATION (SERVICE-CONNECTED)
b. DISABILITY PENSION (NON SERVICE-CONNECTED)
C. DEPENDENCY INDEMNITY COMPENSATION (DIC
FOR SURVIVING SPOUSE AND CHILDREN)
d. DEATH PENSION (SURVIVING SPOUSE AND CHILDREN)
e_ VA MEDICAL CARE
f. EDUCATION AND DEPENDENT EDUCATION
g. COLLEGE TUITION FEE WAVIER FOR DEPENDENTS
h. VOCATIONAL REHABILITATION
i. HOUSEBOUND, AID AND ATTENDANCE BENEFITS
j . CLOTHING AND DEPENDENT ALLOWANCES
k. SPECIAL ADAPTIVE HOUSING AND AUTO GRANTS
1. VA HOME LOANS AND CAL-VET HOME LOANS
m_ VA LIFE INSURANCE
n. STATE VETERANS HOME - YOUNTVILLE AND BARSTOW
o. BURIAL BENEFITS
5
• A MAJOR COMPONENT OF OUR DEPARTMENT WORKLOAD IS THE
COUNTY "WELFARE REFERRAL PROGRAM" WHEREBY WE RECEIVE WELFARE
REFERRALS (FORM CA-5) FROM THE DEPARTMENT OF SOCIAL SERVICES
(DSS) _ WE PROCESS THESE REFERRALS TO DETERMINE IF ANY VA
MONETARY BENEFITS ARE BEING PAID TO THE WELFARE APPLICANT/
RECIPIENT. WE NOTIFY DSS VIA THE CA-5 CONFIRMING MONETARY
PAYMENT OR NON-PAYMENT. IN ADDITION, WE ATTEMPT TO CONTACT
EACH REFERRAL TO EXPLORE ELIGIBILITY TO ALL MONETARY
BENEFIT PROGRAMS AND OTHER SERVICES FOR VETERANS, THEIR
DEPENDENTS AND SURVIVORS. THE RESULTS OF THIS PROGRAM
ANNUALLY PROVIDES SIGNIFICANT COST-AVOIDANCE SAVINGS TO THE
DEPARTMENTS OF SOCIAL AND HEALTH SERVICES IN CONTRA COSTA
COUNTY.
WE HAVE LITTLE DISCRETION OVER THE NUMBER AND TYPE OF
SERVICES. OUR JOB IS TO BE THOROUGH WITH CLIENTS TO ASSURE
ACCESS AND POTENTIAL ELIGIBILITY TO AN ENORMOUS INVENTORY
OF BENEFITS AND SERVICES. THE ONLY CONSTRAINTS THAT WE FACE
DEAL WITH BUDGET.
B. CUSTOMER PROFILE
OUR CUSTOMERS ARE COUNTY RESIDENTS, THE MEN AND WOMEN WHO
• SERVED HONORABLY IN THE ARMED FORCES OF AMERICA, THEIR
DEPENDENTS AND SURVIVORS.
CURRENT FEDERAL AND STATE CENSUS ESTIMATES SHOW APPROXI-
MATELY 99, 083 VETERANS AND 247,708 DEPENDENTS LIVING IN
CONTRA COSTA COUNTY. THERE ARE 5,499 DISABLED VETERANS IN
RECEIPT OF VA DISABILITY PAYMENTS IN OUR COUNTY.
OUR CUSTOMERS EARNED THEIR ENTITLEMENTS THROUGH
SACRIFICE AND SERVICE TO OUR NATION DURING WAR AND PEACE-
TIME. WE ARE OFTEN INSPIRED BY THE COURAGE AND HUMILITY OF
OUR VETERANS, ESPECIALLY THOSE WHO SERVED IN COMBAT. WE
ASSIST DAILY THOSE WHO STRUGGLE VALIANTLY WITH THEIR
DISABILITIES AND PAIN. WE ARE ALSO HEARTEN BY THE DIGNITY
AND GRACE OF SURVIVING SPOUSES WHO LOST THEIR PARTNERS IN
LIFE AND CHILDREN WHO LOST A PARENT DUE TO THE CRUELTY OF WAR
OR DISABILITY.
OUR CLIENTS REPRESENT ALL AGES, ETHNIC AND SOCIO-ECONOMIC
BACKGROUNDS. SOME CLIENTS MAY BE HEALTHY WHILE MANY ARE
PHYSICALLY AND MENTALLY DISABLED. WE DEAL WITH ALL ASPECTS
OF DISABLEMENT AND PROFOUND BEREAVEMENT. SOME OF OUR CLIENTS
ARE HOSTILE AND BELLIGERENT. WE ENDEAVOR TO BE ALERT, SEN-
SITIVE AND COMPASSIONATE TO THE NEEDS AND CONCERNS OF OUR
CLIENTS.
•
6
D,
I
.. THE SATISFACTION RATE OF OUR CLIENTS IS HIGH. THE BOARD
OF SUPERVISORS AND CAO RECEIVE UNSOLICITED LETTERS OF
APPRECIATION BY OUR CLIENTS ON A REGULAR BASIS. WE FOSTER
EXCELLENT RELATIONSHIPS WITH MOST CLIENTS BECAUSE THE RESULTS
OF OUR WORK AND THE MONETARY BENEFITS AND SERVICES THEY
RECEIVE PROFOUNDLY IMPACTS THEIR LIVES FOR THE BETTER. WE
CULTIVATE EACH CLIENT RELATIONSHIP WITH RESPECT AND WE
ENDEAVOR TO DEVELOP TRUST AND CONFIDENCE AS WE WORK WITH
SENSITIVE AND COMPLEX ISSUES. A PERSISTENT COMMENT WE HEAR
FROM CLIENTS IS "I CANNOT -BELIEVE THAT YOUR SERVICES ARE IN
ANY WAY CONNECTED WITH THE GOVERNMENT. "
THE CUSTOMER NEED AND DEMAND FOR OUR SERVICES/ADVOCACY
IS CONSTANT, ESSENTIAL AND, AT TIMES, LIFE PRESERVING. OUR
DEPARTMENT WAS ESTABLISHED IN THE 1940'S TO ACCOMMODATE THIS
NEED AND THE PERPETUAL HIGH COST OF OUR NATIONAL DEFENSE.
WE HAVE STOOD THE TEST OF TIME AND THE NEED FOR OUR SERVICES
WILL REMAIN.
SECTION IV - ANNUAL PERFORMANCE
A. PERFORMANCE INDICATORS
• THE RELEVANT FISCAL YEAR INDICATORS LISTED BELOW REFLECT
SIGNIFICANT COUNTY COST-AVOIDANCE, HIGH VOLUME OF WORKLOAD
AND ECONOMIC ENHANCEMENT FOR CONTRA COSTA COUNTY. THIS
ACTIVITY IS PERFORMED BY A DEDICATED SMALL STAFF WITH
LIMITED RESOURCES. THEREFORE, VETERANS SERVICES DEPARTMENT
IS COST-EFFECTIVE, EFFICIENT AND A VITAL ASSET FOR THE LOCAL
ECONOMY AND THE THOUSANDS OF COUNTY RESIDENTS IT SERVES.
COST-AVOIDANCE (VA MONETARY PAYMENTS AND THE SAVINGS
FROM THE WELFARE REFERRAL PROGRAM WITH THE DEPARTMENT
OF SOCIAL SERVICES)
1993-94 - # OF CLIENTS
MEDI-CAL (INCLUDES AFDC) $1,797,515 - 344
GENERAL ASSISTANCE (GA) 51,937 - 39
TOTAL $1,849,451 - 383
1994-95 - # OF CLIENTS
MEDI-CAL (INCLUDES AFDC) $1,654,204 - 383
GENERAL ASSISTANCE (GA) 98,245 - 38
TOTAL $1,752,449 - 421
THE ABOVE FIGURES DO NOT REFLECT "THE VALUE OF
SIGNIFICANT VA MEDICAL CARE AND OTHER SERVICES.
•
7
.. NEW RECURRING PAYMENTS AND LUMP SUM PAYMENTS:
1993-94 - # OF CLIENTS 1994-95 - # OF CLIENTS
$4, 031,528 - 817 $4, 989,523 - 1,145
CONTRA COSTA CVSO STATE RANKING OF 56 COUNTIES:
1993-94 1994-95
7 5
WORKLOAD INDICATORS
1993-94 1994-95*
CLAIMS/APPEALS FILED - 1,577 1,269
OFFICE INTERVIEWS - 4,013 3,352
FIELD INTERVIEWS - 26 36
INCOMING TELEPHONE CALLS - 14, 955 14,670
CORRESPONDENCE IN - 16,073 15, 038
CORRESPONDENCE OUT 9,353 8,682
WELFARE REFERRALS - 2', 724 2,821
WELFARE REFERRAL CLAIMS - 124 113
FILED
*DURING 1994-95, RICHMOND BRANCH OFFICE WAS REDUCED TO
PART-TIME DUE TO BUDGET LIMITATION AND INCREASED WORK-
LOAD AT MAIN OFFICE IN MARTINEZ.
• - COLLEGE TUITION FEE WAIVER PROGRAM (NEW PROGRAM)
EFFECTIVE JULY 1, 1993, THE ADMINISTRATION AND
ADJUDICATION OF THE CALIFORNIA COLLEGE TUITION FEE
WAIVER PROGRAM FOR DEPENDENTS OF SERVICE-CONNECTED
DISABLED VETERANS WAS DELEGATED TO CVSO'S BY THE
CALIFORNIA DEPARTMENT OF VETERANS AFFAIRS (CDVA) .
UNDER THIS PROGRAM, ELIGIBLE DEPENDENT COLLEGE
STUDENTS ARE PROVIDED WITH A CVSO APPROVAL LETTER
WHICH GRANTS THE WAIVER TO TUITION, INCIDENTAL AND
REGISTRATION FEES AT THE STATE SUPPORTED SCHOOLS OF
THE UNIVERSITY OF CALIFORNIA (UC) , CALIFORNIA STATE
UNIVERSITY (CSU) AND COMMUNITY COLLEGES (CC) . A
HISTORY OF OUR DEPARTMENT INVOLVIIMENT IS PROVIDED:
STUDENTS APPROVED:
1993-94 1994-95 1995-96 (TO DATE 6/7/96)
UC - 15 UC - 57 UC - 40
CSU - 25 CSU - 54 CSU - 66
CC - 30 CC - 80 CC -100
TOTAL 70 191 206
APPLICATIONS DENIED:
6 8 5
8
•. THE FOLLOWING SAVINGS HAVE BEEN REALIZED BY THESE
STUDENTS AND DESERVING FAMILIES JUST IN TUITION WAIVER
ALONE:
1993-94 1994-95 1995-96 (TO DATE 6/7/96)
$155,850 $479,780 $422,116
OTHER SIGNIFICANT INDICATORS
a. VETERAN SERVICES (CVSO) IS THE BEST
INVESTMENTi' IN COUNTY GOVERNMENT. USING THE
STATE DEPARTMENT OF FINANCE ESTIMATING
TECHNIQUES AND THE EXAMPLE OF 1994-95 CVSO
GENERATED NEW CASH PAYMENTS OF $4,989,523, IT
IS ESTIMATED THAT $798,240 (16- OF TOTAL)
BECOMES NEW LOCAL TAX REVENUE. HISTORICALLY,
THE CVSO NET COUNTY COST HAS BEEN BELOW $200, 000.
THEREFORE, THE COUNTY HAS EARNED A 400- RETURN ON
ITS CVSO INVESTMENT.
FURTHERMORE, CONTRA COSTA COUNTY VETERANS,
THEIR DEPENDENTS AND SURVIVORS RECEIVED
$42, 988,415 IN CASH BENEFITS FOR DISABILITY,
DEATH, EDUCATION AND LIFE INSURANCE INDEMNITIES
DURING 1994-95. THE LOCAL TAX REVENUE FOR THIS
• PERIOD IS $6,878, 146. OUR DEPARTMENT IS MOST
RESPONSIBLE, THROUGH DECADES OF SERVICE, FOR THE
CREATION AND MAINTENANCE OF THIS ANNUAL CASH FLOW
INTO THE COUNTY ECONOMY AND FOR THE BETTERMENT OF
THOUSANDS OF FAMILIES.
b. CONSIDERABLE STAFF TIME IS SPENT ON ASSISTING
CLIENTS WITH ACCESS TO VA/CAL-VET HOME LOANS.
THERE HAS BEEN APPROXIMATELY 4 BILLION DOLLARS IN
VA LOANS IN CONTRA COSTA COUNTY SINCE 1945. OUR
OFFICE HAS BEEN THE PRIMARY SOURCE TO ASSIST
THESE FAMILIES WITH INFORMATION AND ELIGIBILITY.
DOLLAR AMOUNTS FOR CAL-VET LOANS IN CONTRA COSTA
COUNTY ARE UNAVAILABLE PER CAL-VET. THE IMPACT
ON THE LOCAL BANKING AND CONSTRUCTION INDUSTRIES
IS SIGNIFICANT.
c. WE ASSIST THOUSANDS OF VETERANS EACH YEAR
WITH ACCESS AND ELIGIBILITY TO VA MEDICAL CARE AND
RELATED SERVICES. WE ASSIST VETERANS TO
ESTABLISH VA RECOGNIZED SERVICE-CONNECTED
DISABILITIES WHICH BRINGS MANDATORY LIFE TIME
FREE VA MEDICAL CARE FOR THOSE CONDITIONS. IN
ADDITION, WE HELP LOW INCOME AND INDIGENT
VETERANS WITH ENTITLEMEN`.r TO VA MEDICAL CARE.
• THE UNDOCUMENTED COST SAVINGS TO THE COUNTY IS
ENORMOUS.
9
T)
.. B. ACCOMPLISHMEN'T'S
ACCOMPLISHMENTS FOR THE VETERANS SERVICES DEPARTMENT ARE
MEASURED IN TERMS OF OUR DAILY SUCCESS WITH CUSTOMER
SATISFACTION AND THE QUALITY/QUANTITY OF SERVICE. OUR
SUCCESS RATE ON APPEALS AND DETECTING VA ERRORS IN CASES DOES
NOT LESSEN OUR RESOLVE TO DILIGENTLY SERVICE EACH NEW CLIENT
AND LIFE-LONG CLIENTS.
OUR DEPARTMENT WAS HONORED TO RECEIVE THE DEPARTMENTAL
AWARD FOR EXCELLENCE FROM THE BOARD OF SUPERVISORS ON
DECEMBER 13, 1994.
THE FOLLOWING CASE SUMMARY CAN BE TYPICAL OF OUR
SUCCESS. A WORLD WAR II VETERAN, A SURVIVOR OF THE BATAAN
DEATH MARCH AND PRISONER OF THE JAPANESE FOR 3 1/2 YEARS,
CAMEINTO OUR OFFICE WITH HIS SPOUSE FOR GENERAL INFORMATION.
AFTER A THOROUGH BENEFIT COUNSELING INTERVIEW, THE'CVSO
RECOMMENDED THAT THE VETERAN REOPEN HIS CLAIM FOR NUMEROUS
SERVICE-CONNECTED DISABILITIES. A PREVIOUS CLAIM IN 1945 WAS
DENIED BY THE VA. THE CVSO NOTICED THAT THE VETERAN WAS
DEALING WITH EXTREME POST TRAUMATIC STRESS DISORDER (PTSD)
AND ALL ITS SYMPTOMS, A TIME BOMB READY TO EXPLODE.
• AFTER GAINING THE TRUST AND CONFIDENCE OF THE VETERAN
AND SPOUSE, THE CLAIM PROCEEDED WITH SEVERAL MONTHS OF
INTENSE DEVELOPMENT OF MEDICAL DOCUMENTATION AND OTHER
PERTINENT MILITARY SUPPORTING DOCUMENTATION. MOST
IMPORTANTLY, THE VETERAN WAS NOW GETTING NECESSARY TREATMENT
FOR HIS PTSD AND OTHER PHYSICAL DISABILITIES.
THE RESULT: THE CVSO PROVED THAT THE VA MADE A CLEAR
AND UNMISTAKABLE ERROR IN THE 1945 DECISION, THE VETERAN
RECEIVED A $170,000 RETROACTIVE PAYMENT AND A 100`a
SERVICE-CONNECTED DISABILITY RATING WAS GRANTED GIVING THE
VETERAN $1, 979 PER MONTH FOR LIFE. VETERAN IS RECEIVING
COMPLETE FREE VA MEDICAL FOR ALL CONDITIONS INCLUDING DENTAL.
AND FOR THE FIRST TIME SINCE PRIOR TO HIS CAPTURE IN 1942,
THE VET IS ABLE TO DEAL WITH THE HORROR AND TORTURE HE
ENDURED EVEN AT TIMES ABLE TO SLEEP A FULL NIGHT WITHOUT
INTERRUPTION FROM NIGHTMARES AND FLASHBACKS.
THE PERFORMANCE INDICATORS OF THIS REPORT SPEAKS
VOLUMES ON WHAT CAN HAPPEN WHEN DEDICATED PUBLIC SERVANTS
WORK AS A TEAM AND MUTUALLY SUPPORT ONE ANOTHER. I AM SO
PROUD OF THE ACCOMPLISHMENTS OF JILL MARTINEZ, DEBBIE GARCIA,
VICKI TURNER AND ROY BROOKS. THEY TRULY CARE FOR THE CLIENTS
THEY SERVE.
10
SECTION V - CHALLENGES AND NEW DIRECTIONS
A. CHALLENGES
BUDGET CONSTRAINT, SMALL STAFF AND HIGH VOLUME OF WORK-
LOAD POSE DAILY CHALLENGES FOR OUR DEPARTMENT AND THE FOLLOW-
ING IS A BRIEF LIST:
- WE CONTINUE TO ADAPT TO CHANGE. WE HAVE BECOME
RESILIENT TO FREQUENT OFFICE PROCEDURE CHANGES, OFFICE
LOCATION CHANGES AND DIFFICULTIES INHERENT WITH NORMAL
VACATION/SICK LEAVE ABSENCES.
- TO KEEP PACE WITH THE ANTICIPATED INCREASED WORKLOAD
FROM THE COLLEGE FEE WAIVER PROGRAM.
- TO DISPEL THE PERCEPTION THAT OUR CLIENT BASE IS' IN
DECLINE. WITH THE CURRENT DOWNSIZING OF THE MILITARY,
THE DEMAND FOR OUR SERVICES REMAINS ACTIVE AND THE
NORMAL DEMAND WILL REMAIN CONSTANT AS LONG AS THERE IS
A NEED FOR NATIONAL DEFENSE. FURTHERMORE, OUR OLDER
VETERANS HAVE INCREASED GERIATRIC NEEDS AND REQUIRE
• SPECIAL SERVICES AND BENEFITS TO FULFILL THOSE NEEDS. -
INCREASED FIELD VISITS WILL BE VERY DIFFICULT WITH
CURRENT LEVEL OF STAFFING. WHEN THESE OLDER CLIENTS
DO NOT HAVE ACCESS TO OUR SERVICES, THEY WILL LOOK
TOWARD COUNTY HEALTH AND SOCIAL SERVICES TO PROVIDE
THEM.
- FOR THE DEPARTMENT HEAD TO MAINTAIN OUTREACH AND
SPEAKING ENGAGEMENTS AT VARIOUS VETERAN AND COMMUNITY
ORGANIZATIONS WHICH USUALLY TAKE PLACE DURING EVENINGS
AND WEEKENDS.
- FOR THE DEPARTMENT HEAD TO CONTINUE TO PERFORM
MULTIPLE DUTIES SUCH AS PROGRAM MANAGER, BUDGET
OFFICER, PERSONNEL OFFICER, AFFIRMATIVE ACTION
OFFICER, PUBLIC/MEDIA RELATIONS, SUPERVISOR, FULL-TIME
VETERAN SERVICE REPRESENTATIVE AND MANY OTHER
MISCELLANEOUS TASKS ALL AT LESS THAN SALARY PARITY TO
MANY MID-MANAGEMENT COUNTY POSITIONS OF LESSER
RESPONSIBILITY AND ACCOUNTABILITY.
- THE FUTURE WILL BRING INCREASED COMPETITION FOR
GENERAL FUND DOLLARS AMONG COUNTY DEPARTMENTS. I CAN
ONLY HOPE THAT THE BOARD OF SUPERVISORS WILL FULLY
ASSESS THE MERITS AND VALUE OF OUR DEPARTMENT
• SERVICES, OUR CONTRIBUTION TO THE CASH FLOW IN THE
COUNTY AND COST-AVOIDANCE ACTIVITIES ALL AT A LOW
NET COUNTY COST.
11
B. NEW DIRECTION
ONCE OUR AUTOMATION PLAN IS IN PLACE, OUR DEPARTMENT WILL
CHART A NEW COURSE OF AUTOMATED EFFICIENCY AND ENHANCED
SERVICE TO OUR CLIENTS.
WE ARE GRATEFUL TO THE BOARD OF SUPERVISORS FOR THE
OPPORTUNITY TO SERVE A SPECIAL GROUP OF CONTRA COSTA COUNTY
RESIDENTS. WE PLEDGE TO GIVE FULL MEASURE TO EACH AND EVERY
CLIENT AND WE ARE PROUD TO BE PUBLIC SERVANTS.
RESPECTFULLY,
GARY D. VILLALBA
DIRECTOR, CVSO
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VETERAN
SERVICE OFFICE
1r _
FROM LEFT: JILL MARTINEZ, GARY VILLALBA, VICKI TURNER
ROY BROOKS AND DEBBIE GARCIA
JUNE 1996
VETERANS SERVICES STAFF HONORED
TO BE IN SERVICE TO THOSE WHO SERVED
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