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Readjustment Counseling Service Vet Center Report

to the support facility made it difficult to attend the meetings and one of three also stated that the MHC did not offer them a seat due to the material discussed in the meeting. Of the 14 Vet Centers we inspected, 8 (57 percent) stated they did not have a seat on their support facility’s MHC.

Customer Satisfaction Follow-Up

RCS quality reports indicate that 187 (92 percent) of 203 Vet Centers have a process in place to assess their clients’ satisfaction with the services they receive. However, we found that only 7 (50 percent) of the 14 Vet Centers we inspected were conducting customer satisfaction follow-up as required by RCS procedure.

D. Onsite Reviews

While onsite, we conducted environment of care rounds to determine if the Vet Centers were 1) located in safe neighborhoods, 2) clean and had a non institutional feel, 3) handicap accessible, and 4) securing the client records. We also examined the staff training records.

Environment

All the Vet Centers with the exception of one were located in safe neighborhoods. The team leader reported they were in the process of relocating this Vet Center. Two Vet Centers were not handicap accessible. Both sites did not have automatic entrance doors. At one of the sites, the interior design (narrow hallways), furnishings, and the heating and

cooling system needed improvement. relocating.

This Vet Center was also in the process of

We also found two Vet Centers which did not secure the client records. At one of the Vet Centers, we observed the client records were in an unlocked cabinet and the door to the file room was unlocked. These files were located near public traffic. We questioned the staff each time we encountered this discrepancy. The Vet Center staff acknowledged the need to keep the door and cabinet closed when no staff were in the room.

Staff Training

We reviewed 66 staff training records and found that most had completed mandatory VA training (Cyber Security, VA Privacy, Prevention of Sexual Harassment, and No Fear Act). We examined the training records for specific training on PTSD, military sexual trauma, counseling techniques, and other areas specific to the services Vet Centers provide.26 We did not find documentation of this training for several staff. Figure 8 displays our findings on staff training.

26

RCS Policy 3-14, RCS Training Guidelines, October 2002.

VA Office of Inspector General

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