2026 Customer Experience Symposium Award Winners

Daniel Massa, Chief, Patient and Community Relation Services (PCRS), VA Caribbean Healthcare System, San Juan, PR

Daniel Massa is nominated for the Secretary for Honor Award for I CARE. This nomination is based on the outstanding and sustained performance Mr. Massa has demonstrated since assuming his position in June 2020. Mr. Massa serves as a primary liaison for VA Caribbean Healthcare System (VACHS) on matters related to patient and community relations. In addressing complex issues involving due diligence, veterans in crisis, community outreach, and other matters related to customer service and veteran experience, Mr. Massa consistently represents VACHS and the Department with the utmost integrity. On his personal time and at no cost to VA, Mr. Massa speaks to a group of veterans called the “Aguas Buenas Veterans Group” to educate them on VA initiatives, and on Sundays he hosts a one-hour radio program, often bringing in subject matter experts from VBA and VHA to discuss benefits, health, and challenges facing veterans.
Massa is a strong and effective advocate for a range of initiatives, including improving veterans’ access to quality care. During 2024–2025, he raised important concerns about reaching all veterans and caregivers in need — especially those who had previously been underserved, due in part to the lack of patient advocates in their assigned clinic locations. Using data-driven evidence (V-Signals, PATS-R, SHEP, and others), he successfully persuaded his leadership team to approve five new positions to further enhance the patient experience at VACHS. Now, in 2026, with all positions fully staffed, patient advocates cover the entire island, including St. Thomas and the Virgin Islands. In part due to his initiatives to conduct outreach, support veterans around the clock, and educate congressional representatives, staff, veterans, and community groups, VACHS’s trust scores improved to above 90%, and its HCAHPS star rating improved as well. Mr. Massa’s commitment to excellence has helped the administration maintain its focus on veteran experience and continuous improvement in customer service and care.

Katie Howard, Congressional Liaison, Change Management, Boise VA Regional Benefit Office, Boise, ID

Employee Katie Howard is nominated for the Secretary Honor Award for I CARE. This nomination is based on the extraordinary and sustained performance Ms. Howard has demonstrated since joining the Department of Veterans Affairs (VA) in August 2020. She is widely recognized in the Boise Regional Office as the person who can be counted on—no matter how complex the issue or how high the stakes—and she has come to embody VA’s Core Values of Integrity, Commitment, Advocacy, Respect, and Excellence in a truly one-of-a-kind way.
Ms. Howard’s excellence is evident both in the numbers and in the innovative programs she has brought to life. As Training Manager, she coordinates and tracks all station and division training, maintains the web-based Station Training Plan, prepares compliance reports, and provides hands-on help with the Talent Management System so that staff can complete mandatory training on time—contributing to a reduction in overdue training modules and better-prepared employees. As Change Management Agent, she designs and delivers clear, practical communications, training, and tools that keep staff informed and engaged during change, achieving a 100 percent on-time completion rate for major initiatives. Her work on Customer Experience has helped Boise’s survey response rate climb from 10.5 percent in FY24 to 11.3 percent in FY25 and raised overall satisfaction scores to 95.36 percent, far above the Pacific District average of 85.14 percent.

Mark Schneider, Program Support Assistant, Calverton National Cemetery, Calverton, NY

The SECVA’s Honor Award for I CARE is being given to Mark Schneider, Program Support Assistant (PSA) at Calverton National Cemetery for demonstrated outstanding and sustained performance. In addition to fielding an average of 250 calls/month, Mr. Schneider developed a detailed map of cemetery roadways at Calverton, carefully identifying, documenting, and resolving signage at over 100 locations lacking adequate informational or directional signage.
Mr. Schneider embodies Excellence through his attention to detail, proactive problem-solving, and commitment to continuous improvement. In addition, Mr. Schneider has assumed responsibility for the maintenance and upkeep of the cemetery’s four gravesite locator kiosk machines. He ensures that all units remain fully stocked with necessary materials and are always operational. Mechanical issues frequently arise. Mr. Schneider takes the initiative to troubleshoot and resolve them independently, minimizing downtime. His diligence in maintaining these kiosks ensures that visitors can reliably locate their loved ones, reinforcing a seamless and supportive customer service experience.

William Pagan-Diaz, Attorney, Office of Appellate Operations, Board of Veterans’ Appeals

William Pagan-Diaz is nominated for the Secretary Honor Award for I CARE. Mr. Pagan is a U.S. Army Veteran, to include service in Operation Joint Forge (Bosnia and Herzegovina (2001)) and Operation Iraqi Freedom (Iraq (2003-2004)). Prior to joining the Board of Veterans’ Appeals (Board) in 2018 as a decision writing attorney, he began his career at the Department of Veterans Affairs (VA) as a Legal Instruments Examiner at the Louisville, Kentucky Fiduciary Hub. He later became a Veterans Service Representative at the Regional Office level for a short period.
Above all other elements of I CARE, Mr. Pagan shows the utmost dedication to the Board’s sacred mission and success, but more importantly he is committed to the Veterans we serve. Numerous Board members and staff reached out with countless examples of how his commitment made a demonstrable positive change for either a co-worker or team member or for a Veteran. During FY 2026, Mr. Pagan demonstrated his commitment to the Board’s mission by contributing to a two-month long effort that resulted in the adjudication of approximately 1,500 PCAFC appeals for Veterans and their caregivers. Additionally, after identifying frequent errors in docketing education claim appeals due to complexities in the varying programs and confusion over proper appellants, Mr. Pagan collaborated with the Office of the Clerk of the Board to diagnose the issues. Following a months-long period of collaboration, in July 2025, on top of his regular duties, he worked with his SCT colleagues to develop an intake training for education claims to instruct how to properly docket these claims, which corrected the prior errors and inefficiencies. Mr. Pagan always fulfills both his individual and organizational responsibilities and goes above and beyond, not only to adjudicate claims and conduct hearing consultations for VLJs, but also by cross-collaborating with various departments throughout the Board.

Owen Knight, VA Bedford Healthcare System, Bedford, MA

Owen Knight is being honored as Volunteer of the Year for his extraordinary devotion, caring, and connection to Veterans at the Bedford VA Health Care System. As part of the No Veteran Dies Alone program, he sat vigil with 7 dying veterans and spent nearly 200 hours in companionship this fiscal year alone. He takes the time to be present, to notice, and meaningfully support Veterans going through some of the hardest times of their life. He returns to the same Veterans week after week — talking, playing games, stepping outside for fresh air, even calling between visits. Because of the bonds he builds he notices subtle shifts in mood or a change in condition that could easily be missed and quickly alerts staff. He is reliably available for end-of-life vigils at a moment’s notice, day or night, guided by his belief that no veteran should face their final hours alone. Beyond his own visits, Owen mentors’ new volunteers, multiplying his impact so more veterans have someone by their side even when he cannot be. Through his compassion and unwavering presence, Owen has become a valued extension of the clinical care team. He embodies the VA values of connecting and caring. His work and energy now extend well beyond him. He has helped build a lasting culture of connection and care.