Employee of the Quarter: Jesse Henderson, Veterans Service Representative

Mr. Jesse Henderson is a Veterans Service Representative detailed to the Support Services Division to assist in the processing of translations under the National Translations Contract. Mr. Henderson volunteered to assist our division at a time when we lost most of the translations team due to attrition. Mr. Henderson joined our team and immediately started learning the process with great speed. He quickly learned the tasks needed and even made suggestions based on his more advanced knowledge of VBMS. For a short time, he was the keystone to maintaining our 1.6 million dollar translations contract. Mr. Henderson also assisted in training the new Program Support Assistant that was hired to fill in the vacancy. His effective and efficient training has led to new SSD employee quickly matriculating into SSD to assist in translation processing. Mr. Henderson's hard work had positive impacts on not just the Pittsburgh Regional Office but also over 45 offices around the country to include Central Office. Mr. Henderson is a strong advocate for Veterans all the time and never seeks attention because of it. Lastly, he is a supportive member of the Support Services team and is always willing to help a teammate in need. Mr. Henderson is deserving of the Pittsburgh Regional Office Employee of the Quarter and brings great credit to the Support Service Division, Veterans Service Center and the Pittsburgh Regional Office

Special Contribution Award: Kimberly Maximovich, Support Services Supervisor

Ms. Kimberly Maximovich distinguished herself in the Support Services Division at a time when the Division had over 50% attrition. Ms. Maximovich filled in across a broad spectrum of programs to ensure Veterans, employees and affiliates did not have any lapse in service. Ms. Maximovich processed mail, improved mailroom operations, acted as the Records Management Officer, and approved various finance transactions all while undergoing extensive new supervisory training. I am certain that without her actions, the Pittsburgh Regional Office would not have been able to continue providing support services. Ms. Maximovich brings great credit upon herself, the Support Services Division and the Veterans Affairs Pittsburgh Regional Office.

Special Contribution Award: Amy McStay, Support Services

Ms. Amy McStay distinguished herself in the Support Services Division at a time when the Division had over 50% attrition. Ms. McStay filled in across a broad spectrum of programs to ensure Veterans, employees and affiliates did not have any lapse in service. Ms. McStay solely processed all finance transactions, advised on payroll actions, and upon selection as the Station Accountant immediately started working station budget issues. Additionally, Ms. McStay did an exceptional job training new finance personnel on various tasks. I am certain that without her actions the Pittsburgh Regional Office would not have been able to continue providing support services. Ms. McStay brings great credit upon herself, the Support Services Division and the Veterans Affairs Pittsburgh Regional Office.

Special Contribution Award: Justin Thomas, Support Services 

Ms. Justin Thomas distinguished himself in the Support Services Division at a time when the Division had over 50% attrition. Mr. Thomas became a one man band that had him serve as our payroll technician, agent cashier, primary PIV Issuer, and performed mailroom operations coupled with his normal duties. His efforts ensured that Veterans, employees and affiliates did not have any lapse in service. He has also I am certain that without his actions the Pittsburgh Regional Office would not have been able to continue providing support services. Mr. Thomas brings great credit upon himself, the Support Services Division and the Department of Veterans Affairs Pittsburgh Regional Office.

Special Contribution Award: Scott Shields, Support Services Chief

I am pleased to recommend Mr. Shields for a Special Contribution Award for his above and beyond efforts with the Pittsburgh RO's employees return to the office. He has been a force to be reckoned with on his collaborations with many partners to include GSA, IT, VSOs, Divisions, and vendors. He created a Cubicle Checklist along with helpful information for employees such as instruction to set up a printer, how to obtain supplies and PPE, and records management handling to ensure all employees would have everything they required for a smooth transition back to the in-office space. He secured seating space in the building cafeteria from GSA to enable our employees to socialize distance during their lunch break. He kept safety concerns at the forefront with the issuance of the building appliance policy, COVID screening posters and hygiene and cleaning signage. He ordered essential and non-essential equipment for the RO and employees such as docking stations, keyboards, mouse, ice cube trays, and cleaning and office supplies. The Pittsburgh RO's reentry plan would not be successful without his efforts.

Extra Step Award: Bridget Zackery, Vocational Rehabilitation Counselor

I would like to nominate Bridget Zachery as an exemplary employee and colleague. Bridget has always been open to provide support and assistance and will go out of her way to help me and the team to better understand and perform our role as VRCs. Bridget is kind, compassionate, and committed to her work. She offers great insight and suggestions, such as creating useful tips and strategies to better improve the efficiencies of our roles as counselors. She is a valued employee and is willing to go out of her way to help the team and to create job aids and learning tools and provides suggestions on how we as counselors can do our jobs better so that we can better assist our customers and the Veterans we serve. The ability to work with someone extremely hard working and eager to help has been beneficial to ensure that I have a clear understanding of my role. She will take the time out of her busy day to answer my questions and will walk me through the steps and provide clarification regarding process changes. When a new process has been implemented and I have questions, Bridget is kind enough to address my questions, and will guide me through the tasks and will help me with any questions that I may have. Bridget is an exemplary employee and I would like to nominate her for the quality of her work and recognize her for her dedication and drive that goes above and beyond. She has been with the VR&E team for more than 15 years and knows her job well, and she is always willing to lend a helping hand or work on an extra assignment. The VRC position is constantly changing and so does the process, and if I have a question, Bridget will go out of her way to take the time to ensure that I know how to complete my job properly such as walking me through a complex award, discuss an entitlement decision, or even possibly provide insight on how to handle a difficult situation. Bridget is an outstanding employee and I would like to recognize her for all her hard work, grit, and contribution to the team.

Special Contribution Award: Michael Busovicki, Rating Veterans Service Representative (RVSR)

Mike Busovicki has played a vital role on the RO Communications Committee since volunteering to join in February 2022. Mike has worked to actively identify information that should be shared with our VSO and CVSO partners to ensure they have the necessary, timely information to accurately assist and serve Veterans. Not only has Mike identified pertinent information to share via the RO's VSO Teams Channel, but he has also assisted in identifying topics of interest to our VSO stakeholders and developed focused, technical content to increase VSO's access to information about VA benefits and programs. Mike has contributed to topics including Maximizing VSO's Remote Access with the VA Intranet, Appeals Modernization Act Refresher, Military Sexual Trauma, to name a few. Mike embodies the VA ICARE values and his actions reflect his commitment and dedication to improving the delivery of services to both internal and external stakeholders.

Special Contribution Award: Natalie Merz, Veterans Service Representative

Mrs. Merz volunteered to be a VIP Trainer for our incoming VSR trainees. With increased hiring the Pre Team has had a steady rotation of employees attending VIP Challenge training. Ms. Merz has greatly assisted by providing Exam and Unemployability training during PP01, PP05 VIP Challenge and conducting National IWT training for PP08. She provides excellent training in an environment that made employees feel comfortable asking questions. Additionally, when mentors were out of the office, she provides support with quality reviews and mentoring, while balancing MST coordinator duties. We greatly appreciate her willingness to take on a new challenge and support the team!

Special Contribution Award: Lori Painter, Veterans Service Representative

The Pittsburgh RO Pre-D Team has been successful in consistently meeting a high efficiency rate for deferrals/rework. The Pre-D team currently has a rate of 67.3% which is 8th in the nation, and above the national average of 61.5%. We would like to recognize Lori Painter, who has the highest efficiency rate of all Pre-D employees. She is a big part of our success in efficiency as a team, with an efficiency rate of 81.0%. Mrs. Painter has achieved this while also volunteering to work overtime and assist with special projects, to include BDD claims processing. Despite these challenging claims, she has maintained an excellent level of efficiency. We really appreciate her dedication to completing accurate development which not only benefits the Pittsburgh Regional Office, but more importantly, provides the best service to our Veterans.

Special Contribution Award: Steven Root, Veterans Service Representative

Mr. Root volunteered to be both a mentor and trainer for our incoming VSR trainees. With increased hiring the Pre-D Team has had a steady rotation of employees attending VIP Challenge training. Mr. Root has greatly assisted by providing CAPRI and Joint Legacy Viewer (JLV) training during PP01 and PP05 VIP Challenge. He gave clear, concise training, in an environment that made employees feel comfortable asking questions. He additionally assisted by providing mentoring and quality reviews during PP03 VIP Challenge and post challenge. He mentored a VSR with development guidance, quality reviews and assisted with corrections. Mr. Root's work to provide excellent claim processing guidance, and ensure that training had been understood, will place the new VSR in a great position for success. We greatly appreciate his willingness to take on the challenge and support the team!

Special Contribution Award:  Janine Thibault, 

Ms. Thibault volunteered to be a first time mentor for our incoming VSR trainees. With increased hiring the Pre-D Team has had a steady rotation of employees attending VIP Challenge training and graduating to their Post Challenge 90 day review period. Ms. Thibault has greatly assisted by providing mentoring and Quality reviews during PP01 and PP05 VIP Challenge and post challenge, and will continue this role with PP08. She has mentored trainee VSRs with development guidance, quality reviews and assisted with corrections. Ms. Thibault's work to provide excellent claim processing guidance, and ensure that training had been understood, will place the new VSRs in a great position for success. We greatly appreciate her willingness to take on a new challenge and support the team!

Special Contribution Award:  Jennifer  Waldron, Veterans Service Representative

The Pittsburgh RO Pre-D Team has been successful in consistently meeting a high efficiency rate for deferrals/rework. The Pre-D team currently has a rate of 67.3% which is 8th in the nation, and above the national average of 61.5%. We would like to recognize Jennifer Waldron, who has the 2nd highest efficiency rate of all Pre-D employees. She is a big part of our success in efficiency as a team, with an efficiency rate of 75.6%. Mrs. Waldron has achieved this while working high priority claims for Homeless Veterans and assist with special projects, to include assisting teammates on performance improvement plans. Despite these challenging claims and tasks, she has maintained an excellent level of efficiency. We really appreciate her dedication to completing accurate development which not only benefits the Pittsburgh Regional Office, but more importantly, provides the best service to our Veterans.

Special Contribution Award: Charles Campbell, VSC

Mr. Campbell again volunteered to be a mentor for our incoming VSR trainees. With increased hiring the Pre-D Team has had a steady rotation of employees attending VIP Challenge training and graduating to their Post Challenge 90 day review period. Mr. Campbell has greatly assisted by providing mentoring and second signature reviews during PP01 and PP05 VIP Challenge and post challenge, and will continue this role with PP08. His prior experience as a mentor meant he was able to provide key knowledge to the other mentors on the team, some of whom were VIP mentors for the first time. He has provided trainee VSRs with development guidance, quality reviews and assisted with corrections. In addition, Mr. Campbell continues to process claims for Military Sexual Trauma and assist with RFD and EP 330 reviews.
Mr. Campbell's work to provide excellent claim processing guidance and ensure that training had been understood, will place the new VSRs in a great position for success!

Special Contribution Award: Meggie Cantwell, Overseas Military Service Coordinator

Meggy Cantwell serves as a Military Service Coordinator at the Germany BDD Office. She has been assigned to assist distinguished service members since her arrival. Most recently, she assisted a three star General going through the BDD process. Meggy was flexible with the General's schedule, communicated with him and his staff, ensured all conditions were claimed, and forms completed properly. She explained the BDD process to the General. Meggy ensured that the contract examination company was aware of the General's claim so that they coordinate the scheduling of his examinations. The General met with the VA Officer in Charge after their last meeting and praised the work that Meggy does. He articulated that she should be commended for treating him as she does other service members and providing outstanding customer service. He mentioned possible negative instances Veterans have with VA and that Meggy had re-framed his perspective through his experience working with her. The General presented Meggy with a military challenge coin for her professionalism and assistance. 

Special Contribution Award: Eileen Sutton, Veterans Service Representative 

Mrs. Sutton has maintained an outstanding level of quality FY22 to date, with a Quality score of 100%. Mrs. Sutton's exemplary knowledge of development processes and her drive to continue to be informed on new procedures, have resulted in her consistently high level of quality. As a Senior VSR, Mrs. Sutton has achieved this percentage while also working some of our most complex claims to include Character of Discharge determinations, Military Sexual Trauma claims, homeless claims, and complex Supplemental Claims. Mrs. Sutton additionally assists on the ready for decision (RFD) review team to ensure trainee VSRs are correctly making cases RFD for the Rating Board. Her responses to the trainees are extremely detailed which sets an example for our trainees to strive to meet her excellent standards. Her dedication to quality is an asset to the Pre-D Team and our Veterans. 

Extra Step Award: Lynus Allen, Public Contact Outreach Specialist

Lynus Allen simply displays excellence in the way he handles requests for help. As a Public Contact Outreach Specialists, we rely on IPC to assist us with inquiries about various stages of Veteran's claims. I had inquired to various contacts as to who the claims processors are for BWN/Nehmer as well as MST Claims. This is especially important to me because we interview many Veterans who want to know their claim status. Additionally, one of my collateral duties is to assist Veterans with inquiries related to MST claims, because I am the MST Outreach Coordinator. I tried to locate this information in the M21, but could not. Time was of the essence because I had my yearly MST Outreach to prepare for. I was talking to Lynus about the issue I had in locating this information. He said he had the information and immediately forwarded it to me. He is a consummate team player. I am so appreciative of his efforts. He exemplifies an ICARE attitude.

Special Contribution Award: Sheri Giovaniello, Program Analyst (VR&E)

Sheri was instrumental in completing the phase 1 of the 249 closed cases retro-inductions and continues to update as we receive contacts. Program Support were timely and continue to follow up with this ongoing tasker.

Special Contribution Award: Ramon Williams, Program Analyst (VR&E)

Ramon was instrumental in completing the phase 1 of the 249 closed cases retro-inductions and continues to update as we receive contacts. Program Support were timely and continue to follow up with this ongoing tasker.

Time Off Award: Kerry Bowen, Military Service Coordinator, Germany Benefits Delivery at Discharge

Kerry Bowen serves as a Military Service Coordinator at the Germany BDD (Benefits Delivery at Discharge) office. She has been assigned to assist as the Elderly Coordinator, Casualty Assistance Coordinator, and an Outreach Specialist since her arrival. Kerry serves at the point of contact for the United Services Organization (USO) and developed a networking relationship with the USO Pathfinder Transition Program. This led to a standing quarterly presentation given virtually worldwide to service members and audiences at USO facilities. Kerry created a PowerPoint presentation on the BDD program, explaining the process, and providing best practices. The first presentation was on July 26, 2022 and Kerry provided excellent explanation of the program, answers multiple questions on the BDD claims process, and showed her commitment to the VA mission. Kerry is deserving of a time off award for her outstanding networking, partnership with the USO, and delivery of a quality presentation on BDD.

Salute to Loyalty VSC Public Contact Outreach Specialist, Ms. Michelle Fisher referred a candidate that was selected for a position at the Pittsburgh VA Regional Office.

Please share any further comments or suggestions that might help us to serve you better.

• Quick, timely, concerned responses are good. (Jul 14 2022 05:14 AM)
• This is my first time visiting the VA, if the experience I had with this VA representative the normal way you interact with the VA. Then it is what all Veterans need. Thank you very much VA.  (Jul 14 2022 12:48 PM)
• I have had hell dealing with the VA for a couple of years and was pretty lost several times. Since working with this office I am finally getting things worked out and it is all thanks to them. They have to have the fastest response time in all of the VA and certainly the best in my own experience. Thanks again guys.  (Jul 19 2022 04:51 AM)
• Filing VA claims can be confusing. Especially from overseas. This office makes filing claims or just getting simple questions answered easy and they provide an invaluable service to the veterans living in Germany.  (Jul 21 2022 09:08 AM)
• Her service was above and beyond. Very helpful, friendly and courteous.  I hope she gets to stay her in Germany as long as she desires  to do so.  (Jul 29 2022 09:00 AM)

Please share any further comments or suggestions that might help us to serve you better.  

• I just want to thank Ms. Candace W. Williams at the VA office (BDD) in USAG Humphreys on here outstanding customer service, she spent almost 2hrs by my side ensuring my application was submitted accurately as I was having issues. Please recognize her for her level of care to the Soldiers. (Jul 06 2022 10:20 PM)
• Fast Service. Great Job. (Jul 07 2022 08:10 PM)
• They answered all my questions and I e mail the ration control office and they told me I do not need a ration card at the commissary or px just as long as my ID says those stores I can go shop. (Jul 12 2022 03:03 PM)
• Awesome Team at Camp Humphreys!!! (Jul 25 2022 12:01 AM)

Please share any further comments or suggestions that might help us to serve you better.

• Phenomenal support! Lizz is a gem and thorough professional. This was my fourth VA claim and my experience from start to finish was absolutely marvelous! The support and guidance Lizz gave me far exceeded every expectation.  I truly wish that every veteran received the same attention. Without a doubt, her performance, patience, and continuous attention (even when she didn't own my claim) was nothing less than spectacular.  She was always a person I could count on to help ensure I was engaging the VA in the right way with any issue.  I really feel like she "owned" my case and did everything possible to ensure I understood the process and VA system.  She is incredible bright, and her mission focus, initiative, tireless efforts and positive attitude was brilliant in every regard.  Lizz clearly knows how to work with a wide range of people, gain their respect and support, and get things done.  Lizz has earned my complete trust and confidence and has advanced the depth and breadth of my faith and assurance in the VA. Her superior performance, work ethic and initiative in furthering the VA's objectives was remarkable.  I was incredibly blessed to have her assistance.  Truly a rising star in the VA - every employee should aim to replicate her kindness, patience, support, and professionalism. (Jul 12 2022 12:18 AM)
• This employee, Duane Holvey helped trouble-shoot a vexing problem with the current CAPRI setting that is causing incorrectly exam ratings to be sent out as "insufficient for rating purposes" when they should be and were intended to be requests for clarifications seeking a clarification(s) of point(s) made in the exam. (Jul 20 2022 02:07 PM)

Please share any further comments or suggestions that might help us to serve you better. 

• Kathleen was exceptional. She provided thorough answers and responses to all questions and was extremely responsive. 10/10 (Jul 05 2022 11:30 AM)

Note of recognition and thanks from Heidi Rhodes, Officer in Charge at Germany BDD re: the collaborative efforts to assist a Veteran in dire need:

I was contacted on July 7, 2022 by the Director of Human Resources at Stuttgart concerning a Veterans/Federal employee who became incapacitated and suffered a medical emergency in Stuttgart, Germany. The Veteran had never filed a VA compensation claim. I began attending a weekly workgroup call to assist his transfer to Landstuhl Regional Medical Center (LRMC), medavac to America, enrollment in the Dayton VA Medical Center, and filing and completion of his original compensation claim.

Mr. Frank Phillips, Director of  American Legion in Europe, graciously assisted by working with our office, the German guardian, and took POA/VSO representation over his claim. Mr. Phillips submitted the original claim to our office and it was established on August 1, 2022.  That same day, Coach Kate Matthews expeditiously took action and assigned the claim to VSR Jennifer Waldron with specific instructions to have the examination request sent to Dayton VA Medical Center. On August 19, 2022, Coach Nick Kresho expeditiously assigned the claim to RVSR George Figurski. The claim was promulgated and authorized by the post team the same day it was rated.

On August 22, 2022, the Veteran was granted 100 percent service connection, entitlement to special monthly compensation, and Chapter 35 eligibility. The Veteran is now at Walter Reed and they will transfer him to Dayton VA Medical Center at some point. All of his medical care we be covered because of the team effort by multiple DoD employees (Stuttgart, LRMC), Dayton VA employees, American Legion (Frank Phillips), and the Pittsburgh VA employees. What happened in two months for one Veteran is amazing!

A huge thank you to Kate, Nick, and Samantha including their employees who expedited the Veteran's claim and took care of him when he cannot take care of himself. This situation is a perfect example of how the managers at the Pittsburgh RO display the VA Core Values – Integrity, Commitment, Advocacy, Respect, and Excellence. I have seen the managers take action and they do not do it for recognition they do it simply because they are asked, empathize, and identify a critical situation. This is just one example of the excellence at the Pittsburgh RO and the managers who make things happen!

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Note of thanks from Crawford County VSO Director, Tony Digiacomo: 

Want to Thank Pitt VARO and specifically Jackie [Albright] for attending our Veteran Resource Fair in Meadville on Aug 1!

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Note of appreciation from Susan Meighen, regarding the Homeless Services Symposium held for VSOs, CVSOs, and other community stakeholders on August 11, 2022.

Jennifer & Team…we always appreciate your collaboration with DMVA and the County Directors. Awesome job today!

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Letter of commendation from Pittsburgh Federal Executive Board (FEB) Executive Director, Amber Klemetti to Director's Office Management Analyst Hope Smetanka for presenting customer service training on Effective Email Communication: