AFGE Local 138 President Linda Parker-Cooks, which represents the Veterans Benefits Administration (VBA) Regional Office in Detroit, Michigan, urged VBA to improve their employee training techniques and to ensure quality claim processing methods.
Testifying before the House Committee on Veterans’ Affairs Subcommittee on Disability Assistance and Memorial Affairs on July 23, Parker-Cooks, a 20-year U.S. army veteran, explained how training effectiveness has decreased due to a switch to Virtual In-Person (VIP) and Instructor-led Web Training (IWT) techniques. These training methods are not nearly as hands-on or interactive as the in-person training that was formerly utilized. Therefore, new trainees are not prepared to apply the concepts they were taught once they officially enter the workforce.
Parker-Cooks also suggests the usage of the Veterans Benefits Management System (VBMS) VBMS-Core during training, which is a critical tool that trainees will use once they are processing claims. Currently, the training is only offered in PDF format rather than utilizing the actual technology that the trainees will later use in their jobs. Additionally, AFGE recommends VBA lowers the class size from 100 to a maximum of 35 trainees to increase hands-on learning.
VBA should also reorder the curriculum of their classroom training to ensure it is logical. Currently, the order does not allow trainees to best understand the information.
“Classes are taught in a haphazard order, instead of sequenced to enhance [...] the building of concepts,” she said. “Trainings should be reordered to allow instructors to reference the material that was just taught, reinforce the concepts, and use this to teach higher-level concepts.”
Reordering the classes would allow trainers to reinforce information the trainees learned on previous days, therefore ensuring that they are learning the information comprehensively and building up to complex concepts.
Additionally, Parker-Cooks pointed out the gaps that claim processors have in their training after completing IWT. AFGE urges VBA to implement a training class regarding weighing evidence and improving their training on veteran due process. By improving these training mechanisms, claim processors will be more prepared post-IWT and classroom training.
AFGE thanks Subcommittee Chairman Morgan Luttrell, R-Texas, and Ranking Member Chris Pappas, D-N.H., for holding this hearing.
It is AFGE’s hope that VBA will adhere to Parker-Cooks’ recommendations and improve employee training and the quality of claims processing as they stated they will do in questioning. AFGE is looking forward to working with VBA to implement the improvements VBA described in its testimony.
President Joe Biden Jan. 5 signed into law an AFGE-backed bill eliminating two controversial rules that have caused public servants to lose two-thirds or even the entire amount of their Social Security benefits.
Read More
Another group of federal employees just joined AFGE!
Read More
AFGE and allies have launched an online clearing house to share best practices and provide assistance to federal workers in understanding and exercising their rights.
Read More
