HomeMy WebLinkAbout20232165.tiffSTATE OF COLORADO
DEPARTMENT OF MILITARY AND VETERANS AFFAIRS
6848 South Revere Parkway
Centennial. Colorado 80112
Phone (720) 250-1500
Fax (720) 250-1509
www. dmva. state.co.us
July 5, 2023
Members of the Colorado Veterans Community,
Jared Pops
Governor
Brigadier General
Laura L. Clellan
The Adjutant General
It is my pleasure to provide an update on the progress made by the Division of Veterans Affairs in addressing the key
findings as outlined in the Veterans Services Performance Audit of September 2022. This audit provided in depth
analysis, assessment and recommendations that were categorized in six key areas: O5O Training; Accreditation; Data
Security; Support Payments to Counties; Deploying Division Resources to Help Ensure Uniform Service; and Strategic
Planning and governance.
The Division's approach in providing training to VSOs was found to be inadequate across the state. In response to
this finding, the Division has developed and implemented a 30 -60 -90 -day training plan that has been approved by
the Colorado Board of Veterans Affairs. The Division has also developed a training data base to document the
training certifications of each O5O and has received legislative authorization to hire a full-time Division Training
Officer to manage the Division's training program. Regional VSOs will assist their respective County VSOs in
completing their training towards initial certification and annual recertification.
The audit revealed that the Division did not have written policies, procedures and/or rules of what qualified VSOs for
accreditation. The Division has outlined division and designee responsibilities in obtaining VA Office of General
Counsel accreditation within 180 -days of appointment in the Division's Policies and Procedures Manual. VSOs
seeking accreditation will submit a VA Form 21 along with proof of state certification, successful completion of VA
TRIP training, and an honorable charter of discharge. The Division will also recommend cross -accreditation on
designee accreditation with another Veteran Service Organization.
Data security was identified as a concern during the audit, in that the Division did not ensure users of the case
management system had appropriate access to the system or complied with Colorado Information Security Policies.
The Division has since incorporated Acceptable Use Policy, Rules of Behavior, and Protection of Personal Identifiable
Information in the Division's Policies and Procedures Manual. All users of the Division case management system will
acknowledge receipt and understanding of their responsibilities in regard to the AUP, ROB and PII protections during
initial onboarding and annually thereafter. The Division will also incorporate AUP, ROB and PII training during the
Spring and Annual VSO Training Conferences.
The audit found significant differences in the effective hourly rates counties received for their VSOs, ranging from
$8.65 to $55.38 per hour. Such disparity was a result of the Division having only two pay brackets, full-time and part-
time, and awarding only one payment, regardless of the number of VSOs employed by the county. The Division has
instituted an hourly pay rate effective July 1, 2023 to correct the pay rate disparity. County commissions, or their
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designee, will certify the total hours worked by all their VSOs each month as part of the CDVA Monthly Report. The
Division will total all hours worked across the state on a semi-annual basis and issue payments in January for the
preceding July through December hours worked and in July for the preceding January through June hours worked.
The hourly rate will be determined by dividing the total funds appropriated by the General Assembly for each semi-
annual pay period by the total hours worked by all county VSOs during the semi-annual pay period.
Review of VSO to Veteran ratio revealed a significant disparity in the ratio of Veterans to state and county VSOs. The
Denver Metro Area reported 9,668 Veterans per VSO, which was well above the statewide average of 4,168
Veterans per VSO. The Division requested five additional VSOs to address this disparity and received funding for
three VSOs from the General Assembly. One VSO will be serving as the VSO Liaison to fulfill a statutory directive to
liaise with and assist all Veteran Service Officers, the VA, and appropriate agencies of the federal government. The
Division will be expanding from five to seven regions to reduce the Veteran to VSO ratio in the Denver Metro Area
with the creation of the Central East Region (Arapahoe, Elbert, Douglas, El Paso, Teller) and the Central West Region
(Park, Jefferson, Summit, Grand, Clear Creek, Gilpin, Broomfield). Division long-term goal is the staff VSO's at a
capacity that will sustain appointment scheduling at or below to weeks across the state for all Veterans.
Lack of strategic planning and processes to guide Division operations was found to be detrimental to furthering
prompt and efficient services to all Veterans across Colorado on a uniform basis. The Division has since been
successful in gaining an additional nine FTE to address identified resource gaps in services (Two additional Regional
VSOs, VSO Liaison, Appeals Specialist Program Assistant, Grants Program Assistant, Division Training Officer,
Cemetery Program Assistant, Cemetery Grounds Crew Supervisor and a Mental Health Program Assistant to manage
metal health service claims at the state's five Veteran Community Living Centers). The Division was also successful
during the most recent legislative session in receiving $500,000 from the General Assembly to develop and
implement a Veterans Information Clearing House during FY 24.
The Division reviewed its mission, vision, values, and conducted a SWOT analysis during its strategic planning summit
resulting in a Wildly Important Goal to improve Veteran's satisfaction levels with DMVA services 5% by June 30,
2024. Key measures supporting this WIG include: efforts to increase VSO accreditation and VBMS access across the
state; participating in 20 community outreach events that improve Veteran quality of life and services; identify and
resolve five gaps in services; and, improve grant execution rates to maximize the allocation of resources in assisting
and serving Veterans across a wide spectrum of needs.
We are confident that the Division is better postured and prepared today to move forward in furthering prompt and
efficient services to all Veterans across Colorado on a uniform basis. Together we will make a difference in ensuring
our Veteran's receive the highest levels of service and assistance. Your voice, partnership and support will be
essential to our mission success. I appreciate your efforts in serving our Colorado Veterans and making a difference
in each and every life of the Veterans we serve. "One Team! One Fight!"
Respectfully,
David Callahan
David Callahan
Director
Colorado Division of Veterans Affairs
Cc: Chair, Senate State, Military, and Veterans Affairs Committee
Chair, House State, Military, and Veterans Affairs Committee
County Commissioners
Colorado Board of Veterans Affairs
County Veterans Service Officers of Colorado
United Veterans Coalition of Colorado
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