{"id":115730,"date":"2026-09-22T11:57:05","date_gmt":"2026-09-22T15:57:05","guid":{"rendered":"https:\/\/department.va.gov\/veterans-experience\/?p=115730"},"modified":"2026-10-01T19:59:58","modified_gmt":"2026-10-01T23:59:58","slug":"2026-customer-experience-symposium-award-winners","status":"publish","type":"post","link":"https:\/\/department.va.gov\/veterans-experience\/trust\/2026-customer-experience-symposium-award-winners\/","title":{"rendered":"2026 Customer Experience Symposium Award Winners"},"content":{"rendered":"<p><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-1 fusion-flex-container has-pattern-background has-mask-background fusion-parallax-none nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--link_color: var(--awb-custom11);--awb-background-position:center top;--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-padding-top:0px;--awb-padding-bottom:0px;--awb-margin-top:-32px;--awb-min-height:300px;--awb-background-image:linear-gradient(90deg, var(--awb-color7) 0%,var(--awb-color7) 66%),url(https:\/\/department.va.gov\/veterans-experience\/wp-content\/uploads\/sites\/2\/2026\/09\/CX-Awards-Feature-Image.webp?w=300);;--awb-background-size:;--awb-flex-wrap:wrap;\" data-preload-img=\"https:\/\/department.va.gov\/veterans-experience\/wp-content\/uploads\/sites\/2\/2026\/09\/CX-Awards-Feature-Image.webp?w=300\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-content-wrap\" style=\"max-width:calc( 1440px + 20px );margin-left: calc(-20px \/ 2 );margin-right: calc(-20px \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-0 fusion_builder_column_1_2 1_2 fusion-flex-column fusion-flex-align-self-stretch\" style=\"--awb-bg-size:cover;--awb-width-large:50%;--awb-margin-top-large:5%;--awb-spacing-right-large:10px;--awb-margin-bottom-large:20px;--awb-spacing-left-large:10px;--awb-width-medium:50%;--awb-order-medium:0;--awb-spacing-right-medium:10px;--awb-spacing-left-medium:10px;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:10px;--awb-spacing-left-small:10px;\" data-scroll-devices=\"small-visibility,medium-visibility,large-visibility\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-center fusion-content-layout-column\"><nav class=\"fusion-breadcrumbs fusion-breadcrumbs-1\" style=\"--awb-breadcrumb-sep:&#039; \/ &#039;;\" aria-label=\"Breadcrumb\"><ol class=\"awb-breadcrumb-list\"><li class=\"fusion-breadcrumb-item awb-breadcrumb-sep awb-home\" ><a href=\"https:\/\/department.va.gov\/veterans-experience\" class=\"fusion-breadcrumb-link\"><span >Home<\/span><\/a><\/li><\/ol><\/nav><div class=\"fusion-title title fusion-title-1 fusion-sep-none fusion-title-text fusion-title-size-one wayfinder__heading wayfinder__heading--outreach\" style=\"--awb-text-color:var(--awb-color1);--awb-margin-top:5px px;--awb-margin-top-small:0px;--awb-margin-right-small:0px;--awb-margin-bottom-small:20px;--awb-margin-left-small:0px;\"><h1 class=\"fusion-title-heading title-heading-left awb-responsive-type__disable\" style=\"font-family:&quot;Merriweather&quot;;font-style:normal;font-weight:300;margin:0;\"><span data-teams=\"true\">2026 Customer Experience Symposium Award Winners<\/span><\/h1><\/div><div class=\"fusion-text fusion-text-1\" style=\"--awb-text-color:var(--awb-color1);\"><p>VA Core Values describe how VA will accomplish its mission and inform every interaction with our customers. These Core Values are: Integrity, Commitment, Advocacy, Respect, and Excellence \u2014 better known as \u201cI CARE.\u201d These awards recognize outstanding employees whose dedication and acts of service reflect our core values of Integrity, Commitment, Advocacy, Respect, and Excellence (I CARE) and are above and beyond what would normally be expected.<\/p>\n<\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-1 fusion_builder_column_1_2 1_2 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:50%;--awb-margin-top-large:0px;--awb-spacing-right-large:10px;--awb-margin-bottom-large:20px;--awb-spacing-left-large:10px;--awb-width-medium:50%;--awb-order-medium:0;--awb-spacing-right-medium:10px;--awb-spacing-left-medium:10px;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:10px;--awb-spacing-left-small:10px;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-image-element\" style=\"text-align:center;--awb-aspect-ratio:16 \/ 9;--awb-margin-top:8%;--awb-caption-title-font-family:var(--h2_typography-font-family);--awb-caption-title-font-weight:var(--h2_typography-font-weight);--awb-caption-title-font-style:var(--h2_typography-font-style);--awb-caption-title-size:var(--h2_typography-font-size);--awb-caption-title-transform:var(--h2_typography-text-transform);--awb-caption-title-line-height:var(--h2_typography-line-height);--awb-caption-title-letter-spacing:var(--h2_typography-letter-spacing);\"><span class=\" fusion-imageframe imageframe-dropshadow imageframe-1 hover-type-none has-aspect-ratio\" style=\"border-radius:50%;-webkit-box-shadow: 5px 5px 9px var(--awb-custom_color_8);box-shadow: 5px 5px 9px var(--awb-custom_color_8);\"><img decoding=\"async\" width=\"300\" height=\"169\" alt=\"I-Care Awards\" title=\"CX Awards Feature Image\" src=\"https:\/\/department.va.gov\/veterans-experience\/wp-content\/uploads\/sites\/2\/2026\/09\/CX-Awards-Feature-Image.webp\" data-orig-src=\"https:\/\/department.va.gov\/veterans-experience\/wp-content\/uploads\/sites\/2\/2026\/09\/CX-Awards-Feature-Image.webp?w=300\" class=\"lazyload img-responsive wp-image-115737 img-with-aspect-ratio\" data-parent-fit=\"cover\" data-parent-container=\".fusion-image-element\" srcset=\"data:image\/svg+xml,%3Csvg%20xmlns%3D%27http%3A%2F%2Fwww.w3.org%2F2000%2Fsvg%27%20width%3D%271920%27%20height%3D%271080%27%20viewBox%3D%270%200%201920%201080%27%3E%3Crect%20width%3D%271920%27%20height%3D%271080%27%20fill-opacity%3D%220%22%2F%3E%3C%2Fsvg%3E\" data-srcset=\"https:\/\/department.va.gov\/veterans-experience\/wp-content\/uploads\/sites\/2\/2026\/09\/CX-Awards-Feature-Image.webp?resize=150,84 150w, https:\/\/department.va.gov\/veterans-experience\/wp-content\/uploads\/sites\/2\/2026\/09\/CX-Awards-Feature-Image.webp?resize=300,169 300w, https:\/\/department.va.gov\/veterans-experience\/wp-content\/uploads\/sites\/2\/2026\/09\/CX-Awards-Feature-Image.webp?resize=768,432 768w, https:\/\/department.va.gov\/veterans-experience\/wp-content\/uploads\/sites\/2\/2026\/09\/CX-Awards-Feature-Image.webp?resize=1024,576 1024w, https:\/\/department.va.gov\/veterans-experience\/wp-content\/uploads\/sites\/2\/2026\/09\/CX-Awards-Feature-Image.webp?resize=1536,864 1536w, https:\/\/department.va.gov\/veterans-experience\/wp-content\/uploads\/sites\/2\/2026\/09\/CX-Awards-Feature-Image.webp 1920w\" data-sizes=\"auto\" data-orig-sizes=\"(max-width: 600px) 100vw, 300px\" \/><\/span><\/div><\/div><\/div><\/div><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-2 fusion-flex-container has-pattern-background has-mask-background nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-background-color:var(--awb-custom_color_8);--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-content-wrap\" style=\"max-width:calc( 1440px + 20px );margin-left: calc(-20px \/ 2 );margin-right: calc(-20px \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-2 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:100%;--awb-margin-top-large:1%;--awb-spacing-right-large:10px;--awb-margin-bottom-large:1%;--awb-spacing-left-large:10px;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:10px;--awb-spacing-left-medium:10px;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:10px;--awb-spacing-left-small:10px;\" data-scroll-devices=\"small-visibility,medium-visibility,large-visibility\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-title title fusion-title-2 fusion-sep-none fusion-title-text fusion-title-size-two\" style=\"--awb-margin-top-small:0px;--awb-margin-right-small:0px;--awb-margin-bottom-small:20px;--awb-margin-left-small:0px;\"><h2 class=\"fusion-title-heading title-heading-left awb-responsive-type__disable\" style=\"margin:0;\"><span data-teams=\"true\">2026 Secretary\u2019s Honor Awards for I CARE Winners<\/span><\/h2><\/div><\/div><\/div><\/div><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-3 fusion-flex-container has-pattern-background has-mask-background nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--link_color: var(--awb-color4);--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-background-color:var(--awb-custom_color_8);--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-content-wrap\" style=\"max-width:calc( 1440px + 20px );margin-left: calc(-20px \/ 2 );margin-right: calc(-20px \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-3 fusion_builder_column_1_2 1_2 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:50%;--awb-margin-top-large:0px;--awb-spacing-right-large:10px;--awb-margin-bottom-large:20px;--awb-spacing-left-large:10px;--awb-width-medium:50%;--awb-order-medium:0;--awb-spacing-right-medium:10px;--awb-spacing-left-medium:10px;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:10px;--awb-spacing-left-small:10px;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-title title fusion-title-3 fusion-sep-none fusion-title-text fusion-title-size-two\" style=\"--awb-margin-top-small:0px;--awb-margin-right-small:0px;--awb-margin-bottom-small:20px;--awb-margin-left-small:0px;\"><h2 class=\"fusion-title-heading title-heading-left awb-responsive-type__disable\" style=\"margin:0;\">Veterans Health Administration 2026 Awardee<\/h2><\/div><div class=\"fusion-text fusion-text-2\" style=\"--awb-content-alignment:left;\"><p>Daniel Massa, Chief, Patient and Community Relation Services (PCRS), <a href=\"https:\/\/www.va.gov\/caribbean-health-care\/\" rel=\"noopener\">VA Caribbean Healthcare System, San Juan, PR<\/a><\/p>\n<p>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 &#8220;Aguas Buenas Veterans Group&#8221; 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.<br \/>\nMassa is a strong and effective advocate for a range of initiatives, including improving veterans&#8217; access to quality care. During 2024\u20132025, he raised important concerns about reaching all veterans and caregivers in need \u2014 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&#8217;s trust scores improved to above 90%, and its HCAHPS star rating improved as well. Mr. Massa&#8217;s commitment to excellence has helped the administration maintain its focus on veteran experience and continuous improvement in customer service and care.<\/p>\n<\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-4 fusion_builder_column_1_2 1_2 fusion-flex-column\" style=\"--awb-padding-left:5px;--awb-bg-size:cover;--awb-width-large:50%;--awb-margin-top-large:0px;--awb-spacing-right-large:10px;--awb-margin-bottom-large:20px;--awb-spacing-left-large:calc( 0.02 * calc( 100% - 20px ) );--awb-width-medium:50%;--awb-order-medium:0;--awb-spacing-right-medium:10px;--awb-spacing-left-medium:calc( 0.02 * calc( 100% - 20px ) );--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:10px;--awb-spacing-left-small:10px;\" data-scroll-devices=\"small-visibility,medium-visibility,large-visibility\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-image-element awb-imageframe-style awb-imageframe-style-below awb-imageframe-style-2\" style=\"text-align:center;--awb-aspect-ratio:16 \/ 9;--awb-object-position:50% 29%;--awb-caption-text-size:9px;--awb-caption-title-font-family:var(--body_typography-font-family);--awb-caption-title-font-weight:var(--body_typography-font-weight);--awb-caption-title-font-style:var(--body_typography-font-style);--awb-caption-title-size:var(--body_typography-font-size);--awb-caption-title-transform:var(--body_typography-text-transform);--awb-caption-title-line-height:var(--body_typography-line-height);--awb-caption-title-letter-spacing:var(--body_typography-letter-spacing);\"><span class=\" fusion-imageframe imageframe-none imageframe-2 hover-type-none has-aspect-ratio\"><img decoding=\"async\" width=\"300\" height=\"200\" alt=\"Awardee with VA Higher Leadership\" src=\"https:\/\/department.va.gov\/veterans-experience\/wp-content\/uploads\/sites\/2\/2026\/09\/Daniel-Massa_SECVA_ICARE-scaled.webp\" data-orig-src=\"https:\/\/department.va.gov\/veterans-experience\/wp-content\/uploads\/sites\/2\/2026\/09\/Daniel-Massa_SECVA_ICARE-scaled.webp?w=300\" class=\"lazyload img-responsive wp-image-115777 img-with-aspect-ratio\" data-parent-fit=\"cover\" data-parent-container=\".fusion-image-element\" srcset=\"data:image\/svg+xml,%3Csvg%20xmlns%3D%27http%3A%2F%2Fwww.w3.org%2F2000%2Fsvg%27%20width%3D%272560%27%20height%3D%271707%27%20viewBox%3D%270%200%202560%201707%27%3E%3Crect%20width%3D%272560%27%20height%3D%271707%27%20fill-opacity%3D%220%22%2F%3E%3C%2Fsvg%3E\" data-srcset=\"https:\/\/department.va.gov\/veterans-experience\/wp-content\/uploads\/sites\/2\/2026\/09\/Daniel-Massa_SECVA_ICARE-scaled.webp?resize=150,100 150w, https:\/\/department.va.gov\/veterans-experience\/wp-content\/uploads\/sites\/2\/2026\/09\/Daniel-Massa_SECVA_ICARE-scaled.webp?resize=300,200 300w, https:\/\/department.va.gov\/veterans-experience\/wp-content\/uploads\/sites\/2\/2026\/09\/Daniel-Massa_SECVA_ICARE-scaled.webp?resize=768,512 768w, https:\/\/department.va.gov\/veterans-experience\/wp-content\/uploads\/sites\/2\/2026\/09\/Daniel-Massa_SECVA_ICARE-scaled.webp?resize=1024,683 1024w, https:\/\/department.va.gov\/veterans-experience\/wp-content\/uploads\/sites\/2\/2026\/09\/Daniel-Massa_SECVA_ICARE-scaled.webp?resize=1536,1024 1536w, https:\/\/department.va.gov\/veterans-experience\/wp-content\/uploads\/sites\/2\/2026\/09\/Daniel-Massa_SECVA_ICARE-scaled.webp 2560w\" data-sizes=\"auto\" data-orig-sizes=\"(max-width: 600px) 100vw, 300px\" \/><\/span><div class=\"awb-imageframe-caption-container\" style=\"text-align:center;\"><div class=\"awb-imageframe-caption\"><p class=\"awb-imageframe-caption-text\">From left, VA Secretary Doug Collins, Daniel Massa of the Office of Integrated Veteran Care, Acting Under Secretary for Health John Figueroa, and Dr. Lynda Davis, VA\u2019s Chief Veterans Experience Officer<\/p><\/div><\/div><\/div><\/div><\/div><\/div><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-4 fusion-flex-container has-pattern-background has-mask-background nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-content-wrap\" style=\"max-width:calc( 1440px + 20px );margin-left: calc(-20px \/ 2 );margin-right: calc(-20px \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-5 fusion_builder_column_1_2 1_2 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:50%;--awb-margin-top-large:0px;--awb-spacing-right-large:10px;--awb-margin-bottom-large:20px;--awb-spacing-left-large:10px;--awb-width-medium:50%;--awb-order-medium:0;--awb-spacing-right-medium:10px;--awb-spacing-left-medium:10px;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:10px;--awb-spacing-left-small:10px;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-title title fusion-title-4 fusion-sep-none fusion-title-text fusion-title-size-two\" style=\"--awb-margin-top-small:0px;--awb-margin-right-small:0px;--awb-margin-bottom-small:20px;--awb-margin-left-small:0px;\"><h2 class=\"fusion-title-heading title-heading-left awb-responsive-type__disable\" style=\"margin:0;\">Veterans Benefits Administration 2026 Awardee<\/h2><\/div><div class=\"fusion-text fusion-text-3\" style=\"--awb-content-alignment:left;\"><p>Katie Howard, Congressional Liaison, Change Management, <a href=\"https:\/\/www.va.gov\/boise-va-regional-benefit-office\/\" rel=\"noopener\">Boise VA Regional Benefit Office, Boise, ID<\/a><\/p>\n<p>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\u2014no matter how complex the issue or how high the stakes\u2014and she has come to embody VA\u2019s Core Values of Integrity, Commitment, Advocacy, Respect, and Excellence in a truly one-of-a-kind way.<br \/>\nMs. Howard\u2019s 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\u2014contributing 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\u2019s 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.<\/p>\n<\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-6 fusion_builder_column_1_2 1_2 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:50%;--awb-margin-top-large:0px;--awb-spacing-right-large:10px;--awb-margin-bottom-large:20px;--awb-spacing-left-large:10px;--awb-width-medium:50%;--awb-order-medium:0;--awb-spacing-right-medium:10px;--awb-spacing-left-medium:10px;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:10px;--awb-spacing-left-small:10px;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-image-element awb-imageframe-style awb-imageframe-style-below awb-imageframe-style-3\" style=\"text-align:center;--awb-aspect-ratio:16 \/ 9;--awb-object-position:45% 32%;--awb-caption-text-size:9px;--awb-caption-title-font-family:var(--h2_typography-font-family);--awb-caption-title-font-weight:var(--h2_typography-font-weight);--awb-caption-title-font-style:var(--h2_typography-font-style);--awb-caption-title-size:var(--h2_typography-font-size);--awb-caption-title-transform:var(--h2_typography-text-transform);--awb-caption-title-line-height:var(--h2_typography-line-height);--awb-caption-title-letter-spacing:var(--h2_typography-letter-spacing);\"><span class=\" fusion-imageframe imageframe-dropshadow imageframe-3 hover-type-none has-aspect-ratio\" style=\"-webkit-box-shadow: 5px 5px 9px rgba(0,0,0,0.3);box-shadow: 5px 5px 9px rgba(0,0,0,0.3);\"><img decoding=\"async\" width=\"300\" height=\"200\" alt=\"Awardee with VA higher leadership\" src=\"https:\/\/department.va.gov\/veterans-experience\/wp-content\/uploads\/sites\/2\/2026\/09\/Katherine-Howard_SECVA_ICARE-scaled.webp\" data-orig-src=\"https:\/\/department.va.gov\/veterans-experience\/wp-content\/uploads\/sites\/2\/2026\/09\/Katherine-Howard_SECVA_ICARE-scaled.webp?w=300\" class=\"lazyload img-responsive wp-image-115770 img-with-aspect-ratio\" data-parent-fit=\"cover\" data-parent-container=\".fusion-image-element\" srcset=\"data:image\/svg+xml,%3Csvg%20xmlns%3D%27http%3A%2F%2Fwww.w3.org%2F2000%2Fsvg%27%20width%3D%272560%27%20height%3D%271707%27%20viewBox%3D%270%200%202560%201707%27%3E%3Crect%20width%3D%272560%27%20height%3D%271707%27%20fill-opacity%3D%220%22%2F%3E%3C%2Fsvg%3E\" data-srcset=\"https:\/\/department.va.gov\/veterans-experience\/wp-content\/uploads\/sites\/2\/2026\/09\/Katherine-Howard_SECVA_ICARE-scaled.webp?resize=150,100 150w, https:\/\/department.va.gov\/veterans-experience\/wp-content\/uploads\/sites\/2\/2026\/09\/Katherine-Howard_SECVA_ICARE-scaled.webp?resize=300,200 300w, https:\/\/department.va.gov\/veterans-experience\/wp-content\/uploads\/sites\/2\/2026\/09\/Katherine-Howard_SECVA_ICARE-scaled.webp?resize=768,512 768w, https:\/\/department.va.gov\/veterans-experience\/wp-content\/uploads\/sites\/2\/2026\/09\/Katherine-Howard_SECVA_ICARE-scaled.webp?resize=1024,683 1024w, https:\/\/department.va.gov\/veterans-experience\/wp-content\/uploads\/sites\/2\/2026\/09\/Katherine-Howard_SECVA_ICARE-scaled.webp?resize=1536,1024 1536w, https:\/\/department.va.gov\/veterans-experience\/wp-content\/uploads\/sites\/2\/2026\/09\/Katherine-Howard_SECVA_ICARE-scaled.webp 2560w\" data-sizes=\"auto\" data-orig-sizes=\"(max-width: 600px) 100vw, 300px\" \/><\/span><div class=\"awb-imageframe-caption-container\" style=\"text-align:center;\"><div class=\"awb-imageframe-caption\"><p class=\"awb-imageframe-caption-text\">From left, VA Secretary Doug Collins, Katie Howard from the Boise Regional Benefit Office, Margarita Devlin, Principal Deputy Under Secretary for Benefits performing the delegable duties as the Under Secretary for Benefits, and Dr. Lynda Davis, VA\u2019s Chief Veterans Experience Officer.<\/p><\/div><\/div><\/div><\/div><\/div><\/div><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-5 fusion-flex-container has-pattern-background has-mask-background nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-background-color:var(--awb-custom_color_8);--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-content-wrap\" style=\"max-width:calc( 1440px + 20px );margin-left: calc(-20px \/ 2 );margin-right: calc(-20px \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-7 fusion_builder_column_1_2 1_2 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:50%;--awb-margin-top-large:0px;--awb-spacing-right-large:10px;--awb-margin-bottom-large:20px;--awb-spacing-left-large:10px;--awb-width-medium:50%;--awb-order-medium:0;--awb-spacing-right-medium:10px;--awb-spacing-left-medium:10px;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:10px;--awb-spacing-left-small:10px;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-title title fusion-title-5 fusion-sep-none fusion-title-text fusion-title-size-two\" style=\"--awb-margin-top-small:0px;--awb-margin-right-small:0px;--awb-margin-bottom-small:20px;--awb-margin-left-small:0px;\"><h2 class=\"fusion-title-heading title-heading-left awb-responsive-type__disable\" style=\"margin:0;\">National Cemetery Administration 2026 Awardee<\/h2><\/div><div class=\"fusion-text fusion-text-4\" style=\"--awb-content-alignment:left;\"><p>Mark Schneider,\u00a0Program Support Assistant, <a href=\"https:\/\/www.cem.va.gov\/cems\/nchp\/calverton.asp\" rel=\"noopener\">Calverton National Cemetery, Calverton, NY<\/a><\/p>\n<p>The SECVA\u2019s 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.<br \/>\nMr. 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\u2019s 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.<\/p>\n<\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-8 fusion_builder_column_1_2 1_2 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:50%;--awb-margin-top-large:0px;--awb-spacing-right-large:10px;--awb-margin-bottom-large:20px;--awb-spacing-left-large:10px;--awb-width-medium:50%;--awb-order-medium:0;--awb-spacing-right-medium:10px;--awb-spacing-left-medium:10px;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:10px;--awb-spacing-left-small:10px;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-image-element awb-imageframe-style awb-imageframe-style-below awb-imageframe-style-4\" style=\"text-align:center;--awb-aspect-ratio:16 \/ 9;--awb-object-position:45% 37%;--awb-caption-text-size:9px;--awb-caption-title-font-family:var(--h2_typography-font-family);--awb-caption-title-font-weight:var(--h2_typography-font-weight);--awb-caption-title-font-style:var(--h2_typography-font-style);--awb-caption-title-size:var(--h2_typography-font-size);--awb-caption-title-transform:var(--h2_typography-text-transform);--awb-caption-title-line-height:var(--h2_typography-line-height);--awb-caption-title-letter-spacing:var(--h2_typography-letter-spacing);\"><span class=\" fusion-imageframe imageframe-dropshadow imageframe-4 hover-type-none has-aspect-ratio\" style=\"-webkit-box-shadow: 8px 8px 12px rgba(0,0,0,0.3);box-shadow: 8px 8px 12px rgba(0,0,0,0.3);\"><img decoding=\"async\" width=\"300\" height=\"200\" alt=\"Awardee with VA Higher leadership\" src=\"https:\/\/department.va.gov\/veterans-experience\/wp-content\/uploads\/sites\/2\/2026\/09\/Mark-Schneider_SECVA_ICARE-scaled.webp\" data-orig-src=\"https:\/\/department.va.gov\/veterans-experience\/wp-content\/uploads\/sites\/2\/2026\/09\/Mark-Schneider_SECVA_ICARE-scaled.webp?w=300\" class=\"lazyload img-responsive wp-image-115767 img-with-aspect-ratio\" data-parent-fit=\"cover\" data-parent-container=\".fusion-image-element\" srcset=\"data:image\/svg+xml,%3Csvg%20xmlns%3D%27http%3A%2F%2Fwww.w3.org%2F2000%2Fsvg%27%20width%3D%272560%27%20height%3D%271707%27%20viewBox%3D%270%200%202560%201707%27%3E%3Crect%20width%3D%272560%27%20height%3D%271707%27%20fill-opacity%3D%220%22%2F%3E%3C%2Fsvg%3E\" data-srcset=\"https:\/\/department.va.gov\/veterans-experience\/wp-content\/uploads\/sites\/2\/2026\/09\/Mark-Schneider_SECVA_ICARE-scaled.webp?resize=150,100 150w, https:\/\/department.va.gov\/veterans-experience\/wp-content\/uploads\/sites\/2\/2026\/09\/Mark-Schneider_SECVA_ICARE-scaled.webp?resize=300,200 300w, https:\/\/department.va.gov\/veterans-experience\/wp-content\/uploads\/sites\/2\/2026\/09\/Mark-Schneider_SECVA_ICARE-scaled.webp?resize=768,512 768w, https:\/\/department.va.gov\/veterans-experience\/wp-content\/uploads\/sites\/2\/2026\/09\/Mark-Schneider_SECVA_ICARE-scaled.webp?resize=1024,683 1024w, https:\/\/department.va.gov\/veterans-experience\/wp-content\/uploads\/sites\/2\/2026\/09\/Mark-Schneider_SECVA_ICARE-scaled.webp?resize=1536,1024 1536w, https:\/\/department.va.gov\/veterans-experience\/wp-content\/uploads\/sites\/2\/2026\/09\/Mark-Schneider_SECVA_ICARE-scaled.webp 2560w\" data-sizes=\"auto\" data-orig-sizes=\"(max-width: 600px) 100vw, 300px\" \/><\/span><div class=\"awb-imageframe-caption-container\" style=\"text-align:center;\"><div class=\"awb-imageframe-caption\"><p class=\"awb-imageframe-caption-text\">From left, VA Secretary Doug Collins, Mark Schneider, Program Support Administrator from the Calverton National Cemetery, Joshua de Leon, Principal Deputy Under Secretary for Memorial Affairs, and Dr. Lynda Davis, VA\u2019s Chief Veterans Experience Officer.<\/p><\/div><\/div><\/div><\/div><\/div><\/div><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-6 fusion-flex-container has-pattern-background has-mask-background nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-content-wrap\" style=\"max-width:calc( 1440px + 20px );margin-left: calc(-20px \/ 2 );margin-right: calc(-20px \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-9 fusion_builder_column_1_2 1_2 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:50%;--awb-margin-top-large:0px;--awb-spacing-right-large:10px;--awb-margin-bottom-large:20px;--awb-spacing-left-large:10px;--awb-width-medium:50%;--awb-order-medium:0;--awb-spacing-right-medium:10px;--awb-spacing-left-medium:10px;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:10px;--awb-spacing-left-small:10px;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-title title fusion-title-6 fusion-sep-none fusion-title-text fusion-title-size-two\" style=\"--awb-margin-top-small:0px;--awb-margin-right-small:0px;--awb-margin-bottom-small:20px;--awb-margin-left-small:0px;\"><h2 class=\"fusion-title-heading title-heading-left awb-responsive-type__disable\" style=\"margin:0;\">Board of Veteran&#8217;s Appeals 2026 Awardee<\/h2><\/div><div class=\"fusion-text fusion-text-5\" style=\"--awb-content-alignment:left;\"><p>William Pagan-Diaz, Attorney, Office of Appellate Operations, <a href=\"https:\/\/department.va.gov\/board-of-veterans-appeals\/\">Board of Veterans&#8217; Appeals<\/a><\/p>\n<p>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\u2019 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.<br \/>\nAbove all other elements of I CARE, Mr. Pagan shows the utmost dedication to the Board\u2019s 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\u2019s 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.<\/p>\n<\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-10 fusion_builder_column_1_2 1_2 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:50%;--awb-margin-top-large:0px;--awb-spacing-right-large:10px;--awb-margin-bottom-large:20px;--awb-spacing-left-large:10px;--awb-width-medium:50%;--awb-order-medium:0;--awb-spacing-right-medium:10px;--awb-spacing-left-medium:10px;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:10px;--awb-spacing-left-small:10px;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-image-element awb-imageframe-style awb-imageframe-style-below awb-imageframe-style-5\" style=\"text-align:center;--awb-aspect-ratio:16 \/ 9;--awb-object-position:46% 26%;--awb-caption-text-size:9px;--awb-caption-title-font-family:var(--body_typography-font-family);--awb-caption-title-font-weight:var(--body_typography-font-weight);--awb-caption-title-font-style:var(--body_typography-font-style);--awb-caption-title-size:var(--body_typography-font-size);--awb-caption-title-transform:var(--body_typography-text-transform);--awb-caption-title-line-height:var(--body_typography-line-height);--awb-caption-title-letter-spacing:var(--body_typography-letter-spacing);\"><span class=\" fusion-imageframe imageframe-dropshadow imageframe-5 hover-type-none has-aspect-ratio\" style=\"-webkit-box-shadow: 3px 3px 7px rgba(0,0,0,0.3);box-shadow: 3px 3px 7px rgba(0,0,0,0.3);\"><img decoding=\"async\" width=\"300\" height=\"200\" alt=\"Awardee with VA higher leadership\" src=\"https:\/\/department.va.gov\/veterans-experience\/wp-content\/uploads\/sites\/2\/2026\/09\/William-Pagan-Diaz_SECVA_ICARE-scaled.webp\" data-orig-src=\"https:\/\/department.va.gov\/veterans-experience\/wp-content\/uploads\/sites\/2\/2026\/09\/William-Pagan-Diaz_SECVA_ICARE-scaled.webp?w=300\" class=\"lazyload img-responsive wp-image-115756 img-with-aspect-ratio\" data-parent-fit=\"cover\" data-parent-container=\".fusion-image-element\" srcset=\"data:image\/svg+xml,%3Csvg%20xmlns%3D%27http%3A%2F%2Fwww.w3.org%2F2000%2Fsvg%27%20width%3D%272560%27%20height%3D%271707%27%20viewBox%3D%270%200%202560%201707%27%3E%3Crect%20width%3D%272560%27%20height%3D%271707%27%20fill-opacity%3D%220%22%2F%3E%3C%2Fsvg%3E\" data-srcset=\"https:\/\/department.va.gov\/veterans-experience\/wp-content\/uploads\/sites\/2\/2026\/09\/William-Pagan-Diaz_SECVA_ICARE-scaled.webp?resize=150,100 150w, https:\/\/department.va.gov\/veterans-experience\/wp-content\/uploads\/sites\/2\/2026\/09\/William-Pagan-Diaz_SECVA_ICARE-scaled.webp?resize=300,200 300w, https:\/\/department.va.gov\/veterans-experience\/wp-content\/uploads\/sites\/2\/2026\/09\/William-Pagan-Diaz_SECVA_ICARE-scaled.webp?resize=768,512 768w, https:\/\/department.va.gov\/veterans-experience\/wp-content\/uploads\/sites\/2\/2026\/09\/William-Pagan-Diaz_SECVA_ICARE-scaled.webp?resize=1024,683 1024w, https:\/\/department.va.gov\/veterans-experience\/wp-content\/uploads\/sites\/2\/2026\/09\/William-Pagan-Diaz_SECVA_ICARE-scaled.webp?resize=1536,1024 1536w, https:\/\/department.va.gov\/veterans-experience\/wp-content\/uploads\/sites\/2\/2026\/09\/William-Pagan-Diaz_SECVA_ICARE-scaled.webp 2560w\" data-sizes=\"auto\" data-orig-sizes=\"(max-width: 600px) 100vw, 300px\" \/><\/span><div class=\"awb-imageframe-caption-container\" style=\"text-align:center;\"><div class=\"awb-imageframe-caption\"><p class=\"awb-imageframe-caption-text\">From left, VA Secretary Doug Collins, William Pagan-Diaz, Office of Appellate Operations, Kenneth Arnold, Acting Chairman of the Board of Veterans\u2019 Appeals, and Dr. Lynda Davis, VA\u2019s Chief Veterans Experience Officer.<\/p><\/div><\/div><\/div><\/div><\/div><\/div><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-7 fusion-flex-container has-pattern-background has-mask-background nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-background-color:var(--awb-custom_color_8);--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-content-wrap\" style=\"max-width:calc( 1440px + 20px );margin-left: calc(-20px \/ 2 );margin-right: calc(-20px \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-11 fusion_builder_column_1_2 1_2 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:50%;--awb-margin-top-large:0px;--awb-spacing-right-large:10px;--awb-margin-bottom-large:20px;--awb-spacing-left-large:10px;--awb-width-medium:50%;--awb-order-medium:0;--awb-spacing-right-medium:10px;--awb-spacing-left-medium:10px;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:10px;--awb-spacing-left-small:10px;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-title title fusion-title-7 fusion-sep-none fusion-title-text fusion-title-size-two\" style=\"--awb-margin-top-small:0px;--awb-margin-right-small:0px;--awb-margin-bottom-small:20px;--awb-margin-left-small:0px;\"><h2 class=\"fusion-title-heading title-heading-left awb-responsive-type__disable\" style=\"margin:0;\">2026 Volunteer of the Year<\/h2><\/div><div class=\"fusion-text fusion-text-6\" style=\"--awb-content-alignment:left;\"><p>Owen Knight, <a href=\"https:\/\/www.va.gov\/bedford-health-care\/\" rel=\"noopener\">VA Bedford Healthcare System, Bedford, MA<\/a><\/p>\n<p>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 \u2014 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&#8217;s notice, day or night, guided by his belief that no veteran should face their final hours alone. Beyond his own visits, Owen mentors&#8217; 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.<\/p>\n<\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-12 fusion_builder_column_1_2 1_2 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:50%;--awb-margin-top-large:0px;--awb-spacing-right-large:10px;--awb-margin-bottom-large:20px;--awb-spacing-left-large:10px;--awb-width-medium:50%;--awb-order-medium:0;--awb-spacing-right-medium:10px;--awb-spacing-left-medium:10px;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:10px;--awb-spacing-left-small:10px;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-image-element awb-imageframe-style awb-imageframe-style-below awb-imageframe-style-6\" style=\"text-align:center;--awb-aspect-ratio:16 \/ 9;--awb-object-position:46% 26%;--awb-caption-text-size:9px;--awb-caption-title-font-family:var(--body_typography-font-family);--awb-caption-title-font-weight:var(--body_typography-font-weight);--awb-caption-title-font-style:var(--body_typography-font-style);--awb-caption-title-size:var(--body_typography-font-size);--awb-caption-title-transform:var(--body_typography-text-transform);--awb-caption-title-line-height:var(--body_typography-line-height);--awb-caption-title-letter-spacing:var(--body_typography-letter-spacing);\"><span class=\" fusion-imageframe imageframe-dropshadow imageframe-6 hover-type-none has-aspect-ratio\" style=\"-webkit-box-shadow: 3px 3px 7px rgba(0,0,0,0.3);box-shadow: 3px 3px 7px rgba(0,0,0,0.3);\"><img decoding=\"async\" width=\"300\" height=\"200\" alt=\"Awardee with VA higher leadership\" src=\"https:\/\/department.va.gov\/veterans-experience\/wp-content\/uploads\/sites\/2\/2026\/09\/Owen-Knight_Volunteer-of-Year-scaled.webp\" data-orig-src=\"https:\/\/department.va.gov\/veterans-experience\/wp-content\/uploads\/sites\/2\/2026\/09\/Owen-Knight_Volunteer-of-Year-scaled.webp?w=300\" class=\"lazyload img-responsive wp-image-115799 img-with-aspect-ratio\" data-parent-fit=\"cover\" data-parent-container=\".fusion-image-element\" srcset=\"data:image\/svg+xml,%3Csvg%20xmlns%3D%27http%3A%2F%2Fwww.w3.org%2F2000%2Fsvg%27%20width%3D%272560%27%20height%3D%271707%27%20viewBox%3D%270%200%202560%201707%27%3E%3Crect%20width%3D%272560%27%20height%3D%271707%27%20fill-opacity%3D%220%22%2F%3E%3C%2Fsvg%3E\" data-srcset=\"https:\/\/department.va.gov\/veterans-experience\/wp-content\/uploads\/sites\/2\/2026\/09\/Owen-Knight_Volunteer-of-Year-scaled.webp?resize=150,100 150w, https:\/\/department.va.gov\/veterans-experience\/wp-content\/uploads\/sites\/2\/2026\/09\/Owen-Knight_Volunteer-of-Year-scaled.webp?resize=300,200 300w, https:\/\/department.va.gov\/veterans-experience\/wp-content\/uploads\/sites\/2\/2026\/09\/Owen-Knight_Volunteer-of-Year-scaled.webp?resize=768,512 768w, https:\/\/department.va.gov\/veterans-experience\/wp-content\/uploads\/sites\/2\/2026\/09\/Owen-Knight_Volunteer-of-Year-scaled.webp?resize=1024,683 1024w, https:\/\/department.va.gov\/veterans-experience\/wp-content\/uploads\/sites\/2\/2026\/09\/Owen-Knight_Volunteer-of-Year-scaled.webp?resize=1536,1024 1536w, https:\/\/department.va.gov\/veterans-experience\/wp-content\/uploads\/sites\/2\/2026\/09\/Owen-Knight_Volunteer-of-Year-scaled.webp 2560w\" data-sizes=\"auto\" data-orig-sizes=\"(max-width: 600px) 100vw, 300px\" \/><\/span><div class=\"awb-imageframe-caption-container\" style=\"text-align:center;\"><div class=\"awb-imageframe-caption\"><p class=\"awb-imageframe-caption-text\">From left, VA Secretary Doug Collins recognizes Owen Knight alongside Prince Taylor, deputy director of operations for VA\u2019s Center for Development &amp; Civic Engagement, and Dr. Lynda Davis, VA\u2019s Chief Veterans Experience Officer <\/p><\/div><\/div><\/div><\/div><\/div><\/div><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-8 fusion-flex-container has-pattern-background has-mask-background nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-background-color:var(--awb-color1);--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-content-wrap\" style=\"max-width:calc( 1440px + 20px );margin-left: calc(-20px \/ 2 );margin-right: calc(-20px \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-13 fusion_builder_column_2_3 2_3 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:66.666666666667%;--awb-margin-top-large:0px;--awb-spacing-right-large:10px;--awb-margin-bottom-large:20px;--awb-spacing-left-large:10px;--awb-width-medium:66.666666666667%;--awb-order-medium:0;--awb-spacing-right-medium:10px;--awb-spacing-left-medium:10px;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:10px;--awb-spacing-left-small:10px;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-title title fusion-title-8 fusion-sep-none fusion-title-text fusion-title-size-two\" style=\"--awb-margin-top-small:0px;--awb-margin-right-small:0px;--awb-margin-bottom-small:20px;--awb-margin-left-small:0px;\"><h2 class=\"fusion-title-heading title-heading-left awb-responsive-type__disable\" style=\"margin:0;\">2026 CX Symposium Award Winners &#8211; VHA Awards<\/h2><\/div><div class=\"accordian fusion-accordian\" style=\"--awb-border-size:1px;--awb-icon-size:18px;--awb-content-font-size:16px;--awb-icon-alignment:right;--awb-hover-color:#f9f9f9;--awb-border-color:#e6e6e6;--awb-background-color:#ffffff;--awb-divider-color:#e0dede;--awb-divider-hover-color:#e0dede;--awb-icon-color:#0e1d33;--awb-title-color:var(--awb-color8);--awb-content-color:#1b1b1b;--awb-icon-box-color:#0e2640;--awb-toggle-hover-accent-color:#005ea2;--awb-title-font-family:&quot;Public Sans&quot;;--awb-title-font-weight:700;--awb-title-font-style:normal;--awb-title-font-size:18px;--awb-content-font-family:&quot;Public Sans&quot;;--awb-content-font-style:normal;--awb-content-font-weight:400;\"><div class=\"panel-group fusion-toggle-icon-right fusion-toggle-icon-unboxed\" id=\"accordion-115730-1\"><div class=\"fusion-panel panel-default panel-50333f6f35e08569d fusion-toggle-no-divider fusion-toggle-boxed-mode\" style=\"--awb-title-color:var(--awb-color8);--awb-content-color:#1b1b1b;\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\" id=\"toggle_50333f6f35e08569d\"><a aria-expanded=\"false\" aria-controls=\"50333f6f35e08569d\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-115730-1\" data-target=\"#50333f6f35e08569d\" href=\"#50333f6f35e08569d\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">2026 Own the Moment Award<\/span><\/a><\/h4><\/div><div id=\"50333f6f35e08569d\" class=\"panel-collapse collapse \" aria-labelledby=\"toggle_50333f6f35e08569d\"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p><strong>Lake Nona Domiciliary<\/strong><br \/>\n<strong>Leadership, Clinical, and Staff Teams<\/strong><br \/>\nThe awardee is the entire Lake Nona DOM team \u2014 medical staff, the Program Manager, the Chaplain, and residential staff \u2014 who came together first to save a Veteran&#8217;s life, and then to help his family and fellow Veterans heal after his passing. Their nimble response to a resident\u2019s medical emergency bought an extra precious day. With that time, this special staff not only notified his family, but supported them throughout. When the family asked to hear stories from staff and his fellow residents, this team orchestrated a full memorial. Stories were shared, staff wrote heart-felt cards, the gathering even closed with everyone singing the Veteran&#8217;s favorite karaoke song. Everyone needed this. One family member told the Program Manager, &#8220;My Dad was at his best while he was at the DOM. Thank you for giving us those times with him.&#8221; Another shared, &#8220;This was really healing for me. I had not spoken to him in a long time and I needed this. Seeing what a difference he made in others\u2019 lives and that he was loved has really helped me today.&#8221;<br \/>\nThe Lake Nona DOM team&#8217;s actions reflect all three Own the Moment principles. They connected and cared by recognizing the family&#8217;s grief as an opportunity for compassion, not just logistics. They understood and responded to needs by hearing what the family was truly asking for and acting on it. They guided the journey by turning a moment of loss into one of healing for the family, the residents, and the staff themselves. Their dedication gave a family precious final hours with their father and lasting comfort afterward, embodying the very best of VA&#8217;s Customer Experience.<\/p>\n<\/div><\/div><\/div><div class=\"fusion-panel panel-default panel-bc43f98d3bdb8cf33 fusion-toggle-no-divider fusion-toggle-boxed-mode\" style=\"--awb-title-color:var(--awb-color8);--awb-content-color:#1b1b1b;\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\" id=\"toggle_bc43f98d3bdb8cf33\"><a aria-expanded=\"false\" aria-controls=\"bc43f98d3bdb8cf33\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-115730-1\" data-target=\"#bc43f98d3bdb8cf33\" href=\"#bc43f98d3bdb8cf33\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">2026 Red Coat Ambassador Awardee<\/span><\/a><\/h4><\/div><div id=\"bc43f98d3bdb8cf33\" class=\"panel-collapse collapse \" aria-labelledby=\"toggle_bc43f98d3bdb8cf33\"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p><strong>Station 668, Spokane, WA<\/strong><br \/>\n<strong>Troy Rickards, Red Coat Ambassador, Mann-Grandstaff VA Medical Center<\/strong><br \/>\nAir Force Veteran Troy Rickards has exemplified outstanding mentorship, leadership, and innovation throughout his nine years and over 3,382 hours of service as a Mann-Grandstaff VA Medical Center Red Coat Ambassador. This deep level of commitment and warmth is seen through his mentoring, high standards, fostering a culture of excellence, and growing his team to have the knowledge and skills necessary to deliver the highest quality of service they can.<br \/>\nHe is also a champion of ingenuity and continuous improvement. Troy proactively identified and addressed gaps in the Ambassador\u2019s facility directory, personally researching and updating information to better serve visitors. His constructive feedback as both a Veteran and a patient has been instrumental in driving enhancements within the Red Coat Ambassador program, ensuring that operations are both effective and responsive to patient needs. Through his efforts, Red Coat Ambassadors, Veterans, visitors, and staff, can now more easily find services they are looking for, navigate to them, and may even learn about services they qualify for they were not aware of.<br \/>\nHis nominating facility shared: \u201cThrough his leadership, mentorship, and focus on process excellence, Troy Rickards continually finds innovative ways to enhance the Red Coat Ambassador experience. His positive influence extends to every person who enters the Medical Center, leaving a lasting impression of warmth and professionalism.\u201d<\/p>\n<\/div><\/div><\/div><div class=\"fusion-panel panel-default panel-f16fb2d4722e2c97d fusion-toggle-no-divider fusion-toggle-boxed-mode\" style=\"--awb-title-color:var(--awb-color8);--awb-content-color:#1b1b1b;\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\" id=\"toggle_f16fb2d4722e2c97d\"><a aria-expanded=\"false\" aria-controls=\"f16fb2d4722e2c97d\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-115730-1\" data-target=\"#f16fb2d4722e2c97d\" href=\"#f16fb2d4722e2c97d\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">2026 VHA Best Experience - Facility Complexity Level 3<\/span><\/a><\/h4><\/div><div id=\"f16fb2d4722e2c97d\" class=\"panel-collapse collapse \" aria-labelledby=\"toggle_f16fb2d4722e2c97d\"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p><strong>Station 585, Iron Mountain, MI <\/strong><\/p>\n<p>This year\u2019s winner for Best Experience Award for Facility Complexity Level 3 goes to the VA Iron Mountain Healthcare System. To win this award the facility performed exceptionally well on the following data measures for FY25: SHEP PCMH Overall Rating of the Provider, SHEP Inpatient Overall Rating of the Hospital, and VSignals Trust.<\/p>\n<\/div><\/div><\/div><div class=\"fusion-panel panel-default panel-4979ca26d3c8d3d29 fusion-toggle-no-divider fusion-toggle-boxed-mode\" style=\"--awb-title-color:var(--awb-color8);--awb-content-color:#1b1b1b;\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\" id=\"toggle_4979ca26d3c8d3d29\"><a aria-expanded=\"false\" aria-controls=\"4979ca26d3c8d3d29\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-115730-1\" data-target=\"#4979ca26d3c8d3d29\" href=\"#4979ca26d3c8d3d29\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">2026 VHA Best Experience - Facility Complexity Level 2<\/span><\/a><\/h4><\/div><div id=\"4979ca26d3c8d3d29\" class=\"panel-collapse collapse \" aria-labelledby=\"toggle_4979ca26d3c8d3d29\"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p><strong>Station 405, White River Junction, VT <\/strong><\/p>\n<p>This year\u2019s winner for the Best Experience for a Complexity Level 2 goes to the VA White River Junction Healthcare System. To win this award the facility performed exceptionally well on the following data measures for FY25: SHEP PCMH Overall Rating of the Provider, SHEP Inpatient Overall Rating of the Hospital, and VSignals Trust.<\/p>\n<\/div><\/div><\/div><div class=\"fusion-panel panel-default panel-6aab9bf17d243ac16 fusion-toggle-no-divider fusion-toggle-boxed-mode\" style=\"--awb-title-color:var(--awb-color8);--awb-content-color:#1b1b1b;\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\" id=\"toggle_6aab9bf17d243ac16\"><a aria-expanded=\"false\" aria-controls=\"6aab9bf17d243ac16\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-115730-1\" data-target=\"#6aab9bf17d243ac16\" href=\"#6aab9bf17d243ac16\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">VHA Best Experience - Facility Complexity Level 1<\/span><\/a><\/h4><\/div><div id=\"6aab9bf17d243ac16\" class=\"panel-collapse collapse \" aria-labelledby=\"toggle_6aab9bf17d243ac16\"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p><strong>Station 637, Asheville, NC <\/strong><\/p>\n<p>This year\u2019s winner for the Best Experience for a Complexity Level 1 goes to the Western North Carolina VA Health Care System. To win this award the facility performed exceptionally well on the following data measures for FY25: SHEP PCMH Overall Rating of the Provider, SHEP Inpatient Overall Rating of the Hospital, and VSignals Trust.<\/p>\n<\/div><\/div><\/div><div class=\"fusion-panel panel-default panel-efcf0887d99c7803f fusion-toggle-no-divider fusion-toggle-boxed-mode\" style=\"--awb-title-color:var(--awb-color8);--awb-content-color:#1b1b1b;\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\" id=\"toggle_efcf0887d99c7803f\"><a aria-expanded=\"false\" aria-controls=\"efcf0887d99c7803f\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-115730-1\" data-target=\"#efcf0887d99c7803f\" href=\"#efcf0887d99c7803f\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">2026 Best Experience - Overall<\/span><\/a><\/h4><\/div><div id=\"efcf0887d99c7803f\" class=\"panel-collapse collapse \" aria-labelledby=\"toggle_efcf0887d99c7803f\"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p><strong>Station 529: VA Butler, PA <\/strong><\/p>\n<p>The VHA Overall Best Experience award was presented to the VA Butler Healthcare System. To win this award the facility performed exceptionally well on the following data measures for FY25: SHEP PCMH Overall Rating of the Provider, SHEP Inpatient Overall Rating of the Hospital, and VSignals Trust.<\/p>\n<\/div><\/div><\/div><div class=\"fusion-panel panel-default panel-24c1c3d30b8f048ce fusion-toggle-no-divider fusion-toggle-boxed-mode\" style=\"--awb-title-color:var(--awb-color8);--awb-content-color:#1b1b1b;\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\" id=\"toggle_24c1c3d30b8f048ce\"><a aria-expanded=\"false\" aria-controls=\"24c1c3d30b8f048ce\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-115730-1\" data-target=\"#24c1c3d30b8f048ce\" href=\"#24c1c3d30b8f048ce\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">VHA Most Improved Experience - Outpatient<\/span><\/a><\/h4><\/div><div id=\"24c1c3d30b8f048ce\" class=\"panel-collapse collapse \" aria-labelledby=\"toggle_24c1c3d30b8f048ce\"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p><strong>Station 556, North Chicago, IL North Chicago, IL <\/strong><\/p>\n<p>has won this year\u2019s VHA Most Improved Outpatient Experience Award! To win this award, the facility saw the highest improvement across VHA in the Overall Rating of the Primary Care Provider outpatient primary care SHEP data in FY25. North Chicago improved its provider rating score by 17.8% from 59.7% to 77.5% in FY25<\/p>\n<\/div><\/div><\/div><div class=\"fusion-panel panel-default panel-3d457677b3fad089f fusion-toggle-no-divider fusion-toggle-boxed-mode\" style=\"--awb-title-color:var(--awb-color8);--awb-content-color:#1b1b1b;\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\" id=\"toggle_3d457677b3fad089f\"><a aria-expanded=\"false\" aria-controls=\"3d457677b3fad089f\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-115730-1\" data-target=\"#3d457677b3fad089f\" href=\"#3d457677b3fad089f\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">VHA Most Improved Experience - Inpatient <\/span><\/a><\/h4><\/div><div id=\"3d457677b3fad089f\" class=\"panel-collapse collapse \" aria-labelledby=\"toggle_3d457677b3fad089f\"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p><strong>Station 581, Huntington, WV<\/strong><br \/>\nVA Huntington Healthcare System has won this year\u2019s VHA Most Improved Inpatient Experience Award! To win this award, the facility saw the highest improvement across VHA in the Overall Rating of the Hospital inpatient discharge SHEP data in FY25. During this time, Huntington improved its inpatient score by 8.7% from 73.9% to 82.6% in FY25.<\/p>\n<\/div><\/div><\/div><div class=\"fusion-panel panel-default panel-7c98bc8a5b67e953b fusion-toggle-no-divider fusion-toggle-boxed-mode\" style=\"--awb-title-color:var(--awb-color8);--awb-content-color:#1b1b1b;\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\" id=\"toggle_7c98bc8a5b67e953b\"><a aria-expanded=\"false\" aria-controls=\"7c98bc8a5b67e953b\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-115730-1\" data-target=\"#7c98bc8a5b67e953b\" href=\"#7c98bc8a5b67e953b\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">VHA CX Innovation - Exceptional Experience For Employees<\/span><\/a><\/h4><\/div><div id=\"7c98bc8a5b67e953b\" class=\"panel-collapse collapse \" aria-labelledby=\"toggle_7c98bc8a5b67e953b\"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p><strong>Tampa VA Health Care System<\/strong><br \/>\n<strong>Indra Sandal<\/strong><br \/>\nThis Innovation Award recognizes Indra Sundal for her leadership of the Veterans Health Venture Studio (VHVS). VHVS is VA\u2019s in-house innovation engine designed specifically to improve Veteran experience, safety, access, and care coordination. It addresses the long-standing gap where off the shelf technology does not fit VA workflows, and internal innovations often stall before reaching Veterans. Implementation is replicable, Veteran centric, and involved public\/private partnership, as well as community partner engagement.<br \/>\nThese collaborative efforts have produced the AI Reconciliation Rangers, which has resulted in safer medication reconciliation, shorter visits, and freed provider capacity; Guardian Assist which detects suicide risk in real-time, and provides one click escalation; and mission readmission\/discharge tools, which provides clear post discharge follow ups and centralized readiness dashboards. Governance has been established through an Advisory Council chaired by the VHA Chief Operating Officer and the VHA Deputy Under Secretary for Health, ensuring strategic alignment and supported pathways toward piloting and scaling. One of the mentors, a U.S. Marine Corps Veteran, stated, \u201cThe VHVS is one of the most innovative and important programs I have seen launched by the VA. It is about improving lives, saving lives, and ensuring that Veterans get access to the best care when they need it and where they need it.\u201d<\/p>\n<\/div><\/div><\/div><div class=\"fusion-panel panel-default panel-346ea5d47c0d53436 fusion-toggle-no-divider fusion-toggle-boxed-mode\" style=\"--awb-title-color:var(--awb-color8);--awb-content-color:#1b1b1b;\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\" id=\"toggle_346ea5d47c0d53436\"><a aria-expanded=\"false\" aria-controls=\"346ea5d47c0d53436\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-115730-1\" data-target=\"#346ea5d47c0d53436\" href=\"#346ea5d47c0d53436\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">VHA CX Innovation - Exceptional Experience For Veterans<\/span><\/a><\/h4><\/div><div id=\"346ea5d47c0d53436\" class=\"panel-collapse collapse \" aria-labelledby=\"toggle_346ea5d47c0d53436\"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p><strong>VHA Member Services<\/strong><br \/>\n<strong>Renee Remines<\/strong><br \/>\nRenee Remines created a solution, collaborating with the Financial Service Center, to automate the process of manually reviewing rejected BeneTravel mileage claims and submit them for paper check issuance. BeneTravel payments reduce the financial barriers and strain resulting from travel to and from care. The implications are significant, especially for those traveling from rural areas that may drive hours, Veterans with complex healthcare needs that require frequent appointments, and those who don\u2019t have reliable transportation. These costs add up. Through this work, processing is faster and payments go directly to Veterans bank accounts. This means no cashing checks, less wait time, and less hassle, because VA is connecting to information and systems already in place VA administration to administration. On go-live this process is set to resolve 20,496 claims without any manual intervention.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-14 fusion_builder_column_1_3 1_3 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:33.333333333333%;--awb-margin-top-large:0px;--awb-spacing-right-large:10px;--awb-margin-bottom-large:20px;--awb-spacing-left-large:10px;--awb-width-medium:33.333333333333%;--awb-order-medium:0;--awb-spacing-right-medium:10px;--awb-spacing-left-medium:10px;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:10px;--awb-spacing-left-small:10px;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><\/div><\/div><\/div><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-9 fusion-flex-container has-pattern-background has-mask-background nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-background-color:var(--awb-custom_color_8);--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-content-wrap\" style=\"max-width:calc( 1440px + 20px );margin-left: calc(-20px \/ 2 );margin-right: calc(-20px \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-15 fusion_builder_column_2_3 2_3 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:66.666666666667%;--awb-margin-top-large:0px;--awb-spacing-right-large:10px;--awb-margin-bottom-large:20px;--awb-spacing-left-large:10px;--awb-width-medium:66.666666666667%;--awb-order-medium:0;--awb-spacing-right-medium:10px;--awb-spacing-left-medium:10px;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:10px;--awb-spacing-left-small:10px;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-title title fusion-title-9 fusion-sep-none fusion-title-text fusion-title-size-two\" style=\"--awb-margin-top-small:0px;--awb-margin-right-small:0px;--awb-margin-bottom-small:20px;--awb-margin-left-small:0px;\"><h2 class=\"fusion-title-heading title-heading-left awb-responsive-type__disable\" style=\"margin:0;\">2026 CX Symposium Award Winners &#8211; RCS-Vet Center Awards<\/h2><\/div><div class=\"accordian fusion-accordian\" style=\"--awb-border-size:1px;--awb-icon-size:18px;--awb-content-font-size:16px;--awb-icon-alignment:right;--awb-hover-color:#f9f9f9;--awb-border-color:#e6e6e6;--awb-background-color:#ffffff;--awb-divider-color:#e0dede;--awb-divider-hover-color:#e0dede;--awb-icon-color:#0e1d33;--awb-title-color:var(--awb-color8);--awb-content-color:#1b1b1b;--awb-icon-box-color:#0e2640;--awb-toggle-hover-accent-color:#005ea2;--awb-title-font-family:&quot;Public Sans&quot;;--awb-title-font-weight:700;--awb-title-font-style:normal;--awb-title-font-size:18px;--awb-content-font-family:&quot;Public Sans&quot;;--awb-content-font-style:normal;--awb-content-font-weight:400;\"><div class=\"panel-group fusion-toggle-icon-right fusion-toggle-icon-unboxed\" id=\"accordion-115730-2\"><div class=\"fusion-panel panel-default panel-367561a68e1f51c77 fusion-toggle-no-divider fusion-toggle-boxed-mode\" style=\"--awb-title-color:var(--awb-color8);--awb-content-color:#1b1b1b;\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\" id=\"toggle_367561a68e1f51c77\"><a aria-expanded=\"false\" aria-controls=\"367561a68e1f51c77\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-115730-2\" data-target=\"#367561a68e1f51c77\" href=\"#367561a68e1f51c77\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">Vet Center Own the Moment Award<\/span><\/a><\/h4><\/div><div id=\"367561a68e1f51c77\" class=\"panel-collapse collapse \" aria-labelledby=\"toggle_367561a68e1f51c77\"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p><strong>Des Moines Vet Center &#8211; Katina Mach Weissenburger<\/strong><br \/>\nFor outstanding dedication to creating meaningful, compassionate, and seamless experiences for Vet Center clients, Katina Mach Weissenburger, Director of the Des Moines Vet Center, is recognized for exemplifying VA\u2019s \u201cOwn the Moment\u201d principles. Throughout her 25 years of committed RCS service, she has built a culture defined by genuine care, responsiveness, and emotional connection. Her leadership fosters an environment where Veterans feel understood, supported, and safe, reflected in an exceptional VSignals trust score of 96.3 percent\u2014well above District and National averages. Veterans consistently credit Katina with helping them feel connected and comfortable sharing their experiences, while her employees praise her collaborative and empathetic leadership. Her guidance has strengthened community partnerships, expanded the center\u2019s reach, and ensured continuous access to care through significant challenges, including a major remodel and the COVID pandemic. Her advocacy and ability to communicate the Vet Center mission have enhanced community understanding and trust, further elevating the Vet Center client experience in Central Iowa.<\/p>\n<\/div><\/div><\/div><div class=\"fusion-panel panel-default panel-ca048e9235db1e1f8 fusion-toggle-no-divider fusion-toggle-boxed-mode\" style=\"--awb-title-color:var(--awb-color8);--awb-content-color:#1b1b1b;\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\" id=\"toggle_ca048e9235db1e1f8\"><a aria-expanded=\"false\" aria-controls=\"ca048e9235db1e1f8\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-115730-2\" data-target=\"#ca048e9235db1e1f8\" href=\"#ca048e9235db1e1f8\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">Vet Center Excellence in Customer Experience<\/span><\/a><\/h4><\/div><div id=\"ca048e9235db1e1f8\" class=\"panel-collapse collapse \" aria-labelledby=\"toggle_ca048e9235db1e1f8\"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p><strong>San Marcos Vet Center &#8211; Sydney Barnwell<\/strong><br \/>\nThe Vet Center Excellence in Customer Experience Award recognizes the San Marcos Vet Center for exceptional dedication to fostering an outstanding customer experience for clients. Mr. Sydney Barnwell and the team at the San Marcos Vet Center are hereby recognized for their exemplary service and commitment to client centered care. Through proactive outreach, personalized follow up, and consistent use of VSignals feedback, the team established a culture where every Vet Center client feels heard, respected, and valued. Under Mr. Barnwell\u2019s steadfast leadership, staff continually strengthened their skills in empathy, cultural competency, and communication, ensuring the highest standard of service delivery. These efforts produced remarkable results in FY25, with the San Marcos Vet Center achieving a VSignals trust score of 95.9 percent \u2014ranking fourth highest nationwide across the Vet Center program.<\/p>\n<\/div><\/div><\/div><div class=\"fusion-panel panel-default panel-c7035a6bdd9cb8069 fusion-toggle-no-divider fusion-toggle-boxed-mode\" style=\"--awb-title-color:var(--awb-color8);--awb-content-color:#1b1b1b;\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\" id=\"toggle_c7035a6bdd9cb8069\"><a aria-expanded=\"false\" aria-controls=\"c7035a6bdd9cb8069\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-115730-2\" data-target=\"#c7035a6bdd9cb8069\" href=\"#c7035a6bdd9cb8069\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">Vet Center CX Innovation - Exceptional Experience for Employees<\/span><\/a><\/h4><\/div><div id=\"c7035a6bdd9cb8069\" class=\"panel-collapse collapse \" aria-labelledby=\"toggle_c7035a6bdd9cb8069\"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p><strong>Lowell Vet Center &#8211; Isabella Channell<\/strong><br \/>\nThe VET CENTER CX Innovation \u2013 Exceptional Experience for Employees Award recognizes the Lowell Vet Center, Development of a Formal RCS Crisis Response Team for pioneering creative, community-based approaches that meaningfully transform the lives of Vet Center clients overall. Isabella Channell from the Lowell Vet Center is recognized for exceptional innovation in enhancing the Veteran &amp; RCS client experience. By expanding recreation and arts based therapeutic opportunities\u2014including adaptive sports, creative arts groups, and an innovative partnership with Strongwater Therapeutic Equestrian Farm\u2014the team has provided Veterans with healing experiences grounded in belonging, connection, and personal growth.<br \/>\nThese efforts have produced measurable improvements in well-being, with VSignals quality of life scores rising from 95.8 percent in FY24 to 99.1 percent in FY26. Program participation has grown significantly, reflecting the value Veterans place on these nontraditional pathways to recovery. Veterans report renewed trust, confidence, hope, and emotional resilience, crediting these programs with<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-16 fusion_builder_column_1_3 1_3 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:33.333333333333%;--awb-margin-top-large:0px;--awb-spacing-right-large:10px;--awb-margin-bottom-large:20px;--awb-spacing-left-large:10px;--awb-width-medium:33.333333333333%;--awb-order-medium:0;--awb-spacing-right-medium:10px;--awb-spacing-left-medium:10px;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:10px;--awb-spacing-left-small:10px;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><\/div><\/div><\/div><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-10 fusion-flex-container has-pattern-background has-mask-background nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-content-wrap\" style=\"max-width:calc( 1440px + 20px );margin-left: calc(-20px \/ 2 );margin-right: calc(-20px \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-17 fusion_builder_column_2_3 2_3 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:66.666666666667%;--awb-margin-top-large:0px;--awb-spacing-right-large:10px;--awb-margin-bottom-large:20px;--awb-spacing-left-large:10px;--awb-width-medium:66.666666666667%;--awb-order-medium:0;--awb-spacing-right-medium:10px;--awb-spacing-left-medium:10px;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:10px;--awb-spacing-left-small:10px;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-title title fusion-title-10 fusion-sep-none fusion-title-text fusion-title-size-two\" style=\"--awb-margin-top-small:0px;--awb-margin-right-small:0px;--awb-margin-bottom-small:20px;--awb-margin-left-small:0px;\"><h2 class=\"fusion-title-heading title-heading-left awb-responsive-type__disable\" style=\"margin:0;\"><p class=\"fusion-title-heading title-heading-left awb-responsive-type__disable\">2026 CX Symposium Award Winners &#8211; VBA Awards<\/p><\/h2><\/div><div class=\"accordian fusion-accordian\" style=\"--awb-border-size:1px;--awb-icon-size:18px;--awb-content-font-size:16px;--awb-icon-alignment:right;--awb-hover-color:#f9f9f9;--awb-border-color:#e6e6e6;--awb-background-color:#ffffff;--awb-divider-color:#e0dede;--awb-divider-hover-color:#e0dede;--awb-icon-color:#0e1d33;--awb-title-color:var(--awb-color8);--awb-content-color:#1b1b1b;--awb-icon-box-color:#0e2640;--awb-toggle-hover-accent-color:#005ea2;--awb-title-font-family:&quot;Public Sans&quot;;--awb-title-font-weight:700;--awb-title-font-style:normal;--awb-title-font-size:18px;--awb-content-font-family:&quot;Public Sans&quot;;--awb-content-font-style:normal;--awb-content-font-weight:400;\"><div class=\"panel-group fusion-toggle-icon-right fusion-toggle-icon-unboxed\" id=\"accordion-115730-3\"><div class=\"fusion-panel panel-default panel-dbcdab0b2ecf647b6 fusion-toggle-no-divider fusion-toggle-boxed-mode\" style=\"--awb-title-color:var(--awb-color8);--awb-content-color:#1b1b1b;\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\" id=\"toggle_dbcdab0b2ecf647b6\"><a aria-expanded=\"false\" aria-controls=\"dbcdab0b2ecf647b6\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-115730-3\" data-target=\"#dbcdab0b2ecf647b6\" href=\"#dbcdab0b2ecf647b6\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">VBA Own the Moment Award<\/span><\/a><\/h4><\/div><div id=\"dbcdab0b2ecf647b6\" class=\"panel-collapse collapse \" aria-labelledby=\"toggle_dbcdab0b2ecf647b6\"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p><strong>St. Paul Regional Office<\/strong><br \/>\n<strong>Drew Prestebak<\/strong><br \/>\nThe VBA Own the Moment Award recognizes Drew Prestebak, from the St. Paul Regional Office. Swift and compassionate action can bring much needed relief to a Veteran in profound need, as demonstrated recently by Drew Prestebak, Outreach Specialist at the St. Paul VA Regional Office. Mr. Prestebak exemplified the Own the Moment guiding principles when he connected with a Vietnam Veteran newly diagnosed with terminal lung cancer who was not yet receiving VA benefits. His actions led to 100% grant<\/p>\n<\/div><\/div><\/div><div class=\"fusion-panel panel-default panel-6765e5bd12bc8c446 fusion-toggle-no-divider fusion-toggle-boxed-mode\" style=\"--awb-title-color:var(--awb-color8);--awb-content-color:#1b1b1b;\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\" id=\"toggle_6765e5bd12bc8c446\"><a aria-expanded=\"false\" aria-controls=\"6765e5bd12bc8c446\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-115730-3\" data-target=\"#6765e5bd12bc8c446\" href=\"#6765e5bd12bc8c446\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">VBA CX Innovation - Exceptional Experience for Employees<\/span><\/a><\/h4><\/div><div id=\"6765e5bd12bc8c446\" class=\"panel-collapse collapse \" aria-labelledby=\"toggle_6765e5bd12bc8c446\"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p><strong>Furapy<\/strong><br \/>\n<strong>Boise Veterans Affairs Regional Office<\/strong><br \/>\nThe VBA CX Innovation \u2013 Exceptional Experience for Employees Award recognizes the Boise Veterans Affairs Regional Office. The Boise RO has moved therapy dog visits from an informal perk to a structured, repeatable workplace wellness model that supports both employees and Veterans. By scheduling recurring visits in accessible, high-traffic areas and rotating visit days to reach staff across schedules, they have created opportunities for special moments that people look forward to, reduce stress, and bring that unique smile that comes with seeing your best furry friend. This is a beloved program that is replicable, provides a whole-health approach, and benefits Veterans and employees alike.<\/p>\n<\/div><\/div><\/div><div class=\"fusion-panel panel-default panel-5d38134ba924021bf fusion-toggle-no-divider fusion-toggle-boxed-mode\" style=\"--awb-title-color:var(--awb-color8);--awb-content-color:#1b1b1b;\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\" id=\"toggle_5d38134ba924021bf\"><a aria-expanded=\"false\" aria-controls=\"5d38134ba924021bf\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-115730-3\" data-target=\"#5d38134ba924021bf\" href=\"#5d38134ba924021bf\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">VBA CX Innovation - Exceptional Experience for Veterans<\/span><\/a><\/h4><\/div><div id=\"5d38134ba924021bf\" class=\"panel-collapse collapse \" aria-labelledby=\"toggle_5d38134ba924021bf\"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p><strong>Office of Performance Analysis and Integrity, Washington, DC<\/strong><br \/>\nThe VBA CX Innovation \u2013 Exceptional Experience for Veterans Award recognizes the Office of Performance Analysis and Integrity in Washington, DC. Every year, over 300,000 veterans rely on the Vocational Rehabilitation and Employment program for education benefits, job training, and support to live independently \u2014 services that can shape the course of a veteran&#8217;s future. As demand has grown exponentially and staffing has struggled to keep pace, veterans have felt the strain through longer waits and stretched resources. Determined to protect the veteran experience, the team brought together subject matter experts from the VR&amp;E program, Office of Field Operations, and the Office of Financial Management to build a data-driven forecasting solution.<br \/>\nThe resulting tool, uses software that all staff have access to, pulls in data about all of the services a Veteran is using and is likely to use, forecasts, and turns data into a direct investment in every veteran&#8217;s experience. VA is now able to more proactively respond to emergent need and ensure world-class service when, where, and how Veterans need it most.<\/p>\n<\/div><\/div><\/div><div class=\"fusion-panel panel-default panel-39b5c8d31b964a887 fusion-toggle-no-divider fusion-toggle-boxed-mode\" style=\"--awb-title-color:var(--awb-color8);--awb-content-color:#1b1b1b;\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\" id=\"toggle_39b5c8d31b964a887\"><a aria-expanded=\"false\" aria-controls=\"39b5c8d31b964a887\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-115730-3\" data-target=\"#39b5c8d31b964a887\" href=\"#39b5c8d31b964a887\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">VBA CX Inspirational Contact Center Award<\/span><\/a><\/h4><\/div><div id=\"39b5c8d31b964a887\" class=\"panel-collapse collapse \" aria-labelledby=\"toggle_39b5c8d31b964a887\"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p><strong>Columbia Regional Office National Center<\/strong><br \/>\nThe VBA CX Inspirational Contact Center Award recognizes the Columbia Regional Office. The Columbia RO is the definition of proactive customer centric. They have transformed formative processes to an experience that anticipates what Veterans moving through the Claims Clinic process. They are calling Veterans after claims clinics to answer any questions, clarify next steps, and to identify any helpful additional supporting documentation. This Veteran-centered approach turns a potential single service interaction into an ongoing supportive relationship, built on excellent experiences, communication, care, and trust.<\/p>\n<\/div><\/div><\/div><div class=\"fusion-panel panel-default panel-1632a95875908706e fusion-toggle-no-divider fusion-toggle-boxed-mode\" style=\"--awb-title-color:var(--awb-color8);--awb-content-color:#1b1b1b;\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\" id=\"toggle_1632a95875908706e\"><a aria-expanded=\"false\" aria-controls=\"1632a95875908706e\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-115730-3\" data-target=\"#1632a95875908706e\" href=\"#1632a95875908706e\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">VBA CX Insights to Innovation - Regional Office<\/span><\/a><\/h4><\/div><div id=\"1632a95875908706e\" class=\"panel-collapse collapse \" aria-labelledby=\"toggle_1632a95875908706e\"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p><strong>Office of Mission Support<\/strong><br \/>\nThe VBA recognizes the Office of Mission Support as recipient of the CX Insights to Innovation Award. The Office of Mission Support manages the Privacy Act Automation program, which has fully eliminated processing delays for 3 of 5 major request types: C&amp;Ps, DD-214s, and OMPFs and automated processing to improve completion to under 4 days for C&amp;Ps and DD-214s, and under 10 days for OMPFs.<\/p>\n<\/div><\/div><\/div><div class=\"fusion-panel panel-default panel-bd26446aab1602f9f fusion-toggle-no-divider fusion-toggle-boxed-mode\" style=\"--awb-title-color:var(--awb-color8);--awb-content-color:#1b1b1b;\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\" id=\"toggle_bd26446aab1602f9f\"><a aria-expanded=\"false\" aria-controls=\"bd26446aab1602f9f\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-115730-3\" data-target=\"#bd26446aab1602f9f\" href=\"#bd26446aab1602f9f\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">VBA CX Insights to Innovation - Central Office<\/span><\/a><\/h4><\/div><div id=\"bd26446aab1602f9f\" class=\"panel-collapse collapse \" aria-labelledby=\"toggle_bd26446aab1602f9f\"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p><strong>Columbia Regional Office<\/strong><br \/>\nThe VBA recognizes the Columbia Regional Contact Center as recipient of the CX Insights to Innovation Award. The Columbia Regional Contact Center implemented a comprehensive and Veteran-centered Customer Experience (CX) improvement strategy focused on extending engagement beyond in-person service delivery and creating seamless experience for Veterans attending Claims Clinics. Following clinic participation, Columbia RCC representatives conducted outbound follow-up calls to Veterans to provide claim status updates, answer questions, clarify next steps in the process, and identify any additional information or documentation needed to support claim completion.<\/p>\n<\/div><\/div><\/div><div class=\"fusion-panel panel-default panel-ff31118f4cafe0ac0 fusion-toggle-no-divider fusion-toggle-boxed-mode\" style=\"--awb-title-color:var(--awb-color8);--awb-content-color:#1b1b1b;\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\" id=\"toggle_ff31118f4cafe0ac0\"><a aria-expanded=\"false\" aria-controls=\"ff31118f4cafe0ac0\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-115730-3\" data-target=\"#ff31118f4cafe0ac0\" href=\"#ff31118f4cafe0ac0\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">VBA Freedom 250 - Efficiency - (Small, Medium, &amp; Large)<\/span><\/a><\/h4><\/div><div id=\"ff31118f4cafe0ac0\" class=\"panel-collapse collapse \" aria-labelledby=\"toggle_ff31118f4cafe0ac0\"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>The Freedom 250 &#8211; Efficiency Award recognizes Regional Offices that contributed the most to reducing backlog while maintaining high employee quality standards. Three Veteran Service Centers are being recognized today because of their innovative strategies and hard work to improve operational efficiency and stewardship of government resources.<\/p>\n<p>Small (less than 325 FTE) &#8211; <strong>Chicago Regional Office completing 2,615 claims<\/strong><\/p>\n<p>Medium (325 \u2013 850 FTE) &#8211;<strong> San Juan Regional Office completing 13,413 claims<\/strong><\/p>\n<p>Large (&gt; 850 FTE) &#8211; <strong>Waco Regional Office completing 11,005 claims<\/strong><\/p>\n<\/div><\/div><\/div><div class=\"fusion-panel panel-default panel-77bfe9949974af016 fusion-toggle-no-divider fusion-toggle-boxed-mode\" style=\"--awb-title-color:var(--awb-color8);--awb-content-color:#1b1b1b;\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\" id=\"toggle_77bfe9949974af016\"><a aria-expanded=\"false\" aria-controls=\"77bfe9949974af016\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-115730-3\" data-target=\"#77bfe9949974af016\" href=\"#77bfe9949974af016\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">VBA Freedom 250 - Efficiency (Small, Medium, &amp; Large)<\/span><\/a><\/h4><\/div><div id=\"77bfe9949974af016\" class=\"panel-collapse collapse \" aria-labelledby=\"toggle_77bfe9949974af016\"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>The Freedom 250 &#8211; Experience Award recognizes Regional Offices that contributed the most to helping Veterans achieve positive outcomes related to employment and independent living. This award recognizes three Regional Offices based on size.<br \/>\nSmall (less than 325 FTE) &#8211; <strong>Oakland Regional Office with 313 positive outcomes.<\/strong><br \/>\nMedium (325 \u2013 850 FTE) &#8211; <strong>Houston Regional Office with 663 positive outcomes.<\/strong><br \/>\nLarge (850 FTE) &#8211; <strong>Waco Regional Office with 570 positive outcomes.<\/strong><\/p>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-18 fusion_builder_column_1_3 1_3 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:33.333333333333%;--awb-margin-top-large:0px;--awb-spacing-right-large:10px;--awb-margin-bottom-large:20px;--awb-spacing-left-large:10px;--awb-width-medium:33.333333333333%;--awb-order-medium:0;--awb-spacing-right-medium:10px;--awb-spacing-left-medium:10px;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:10px;--awb-spacing-left-small:10px;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><\/div><\/div><\/div><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-11 fusion-flex-container has-pattern-background has-mask-background nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-background-color:var(--awb-custom_color_8);--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-content-wrap\" style=\"max-width:calc( 1440px + 20px );margin-left: calc(-20px \/ 2 );margin-right: calc(-20px \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-19 fusion_builder_column_2_3 2_3 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:66.666666666667%;--awb-margin-top-large:0px;--awb-spacing-right-large:10px;--awb-margin-bottom-large:20px;--awb-spacing-left-large:10px;--awb-width-medium:66.666666666667%;--awb-order-medium:0;--awb-spacing-right-medium:10px;--awb-spacing-left-medium:10px;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:10px;--awb-spacing-left-small:10px;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-title title fusion-title-11 fusion-sep-none fusion-title-text fusion-title-size-two\" style=\"--awb-margin-top-small:0px;--awb-margin-right-small:0px;--awb-margin-bottom-small:20px;--awb-margin-left-small:0px;\"><h2 class=\"fusion-title-heading title-heading-left awb-responsive-type__disable\" style=\"margin:0;\">2026 CX Symposium Award Winners &#8211; NCA Awards<\/h2><\/div><div class=\"accordian fusion-accordian\" style=\"--awb-border-size:1px;--awb-icon-size:18px;--awb-content-font-size:16px;--awb-icon-alignment:right;--awb-hover-color:#f9f9f9;--awb-border-color:#e6e6e6;--awb-background-color:#ffffff;--awb-divider-color:#e0dede;--awb-divider-hover-color:#e0dede;--awb-icon-color:#0e1d33;--awb-title-color:var(--awb-color8);--awb-content-color:#1b1b1b;--awb-icon-box-color:#0e2640;--awb-toggle-hover-accent-color:#005ea2;--awb-title-font-family:&quot;Public Sans&quot;;--awb-title-font-weight:700;--awb-title-font-style:normal;--awb-title-font-size:18px;--awb-content-font-family:&quot;Public Sans&quot;;--awb-content-font-style:normal;--awb-content-font-weight:400;\"><div class=\"panel-group fusion-toggle-icon-right fusion-toggle-icon-unboxed\" id=\"accordion-115730-4\"><div class=\"fusion-panel panel-default panel-971eadbefe9be7956 fusion-toggle-no-divider fusion-toggle-boxed-mode\" style=\"--awb-title-color:var(--awb-color8);--awb-content-color:#1b1b1b;\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\" id=\"toggle_971eadbefe9be7956\"><a aria-expanded=\"false\" aria-controls=\"971eadbefe9be7956\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-115730-4\" data-target=\"#971eadbefe9be7956\" href=\"#971eadbefe9be7956\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">NCA Own the Moment Award<\/span><\/a><\/h4><\/div><div id=\"971eadbefe9be7956\" class=\"panel-collapse collapse \" aria-labelledby=\"toggle_971eadbefe9be7956\"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p><strong>Santa Fe National Cemetery Denise Baker, Director<\/strong><br \/>\nMs. Denise L. Baker, Director of Santa Fe and Fort Bayard National Cemeteries is being honored with the NCA Own the Moment Award for extraordinary leadership during one of New Mexico&#8217;s most demanding operational periods. Facing severe understaffing and public scrutiny over landscape conditions, Denise became the calm, compassionate voice her community needed \u2014 serving as on-camera spokesperson for a major news segment, where her sincerity and straightforwardness reassured families and rebuilt public trust.<br \/>\nShe led with equal steadiness through crisis, coordinating with VA Police, the Veterans Crisis Line, and clinical teams during a suicidal ideation incident and a separate active shooter event, ensuring families&#8217; safety and dignity throughout. Even as Santa Fe operated at 50% of the staffing level, she sustained full burial operations without disruption while advocating for the resources her team needed. Her impact now extends further as she prepares to open Albuquerque National Cemetery. Through compassion under pressure and unwavering dedication to Veterans and their families, Denise Baker embodies what it means to truly own the moment.<\/p>\n<\/div><\/div><\/div><div class=\"fusion-panel panel-default panel-101291dc42176a675 fusion-toggle-no-divider fusion-toggle-boxed-mode\" style=\"--awb-title-color:var(--awb-color8);--awb-content-color:#1b1b1b;\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\" id=\"toggle_101291dc42176a675\"><a aria-expanded=\"false\" aria-controls=\"101291dc42176a675\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-115730-4\" data-target=\"#101291dc42176a675\" href=\"#101291dc42176a675\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">NCA - Highest Performing National Cemetary<\/span><\/a><\/h4><\/div><div id=\"101291dc42176a675\" class=\"panel-collapse collapse \" aria-labelledby=\"toggle_101291dc42176a675\"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p><strong>Camp Nelson National Cemetery<\/strong><br \/>\nThe Highest Performing Cemetery Award recognizes the Camp Nelson National Cemetery team for their unmatched dedication and teamwork. Managing cemetery operations without contractors, they serve Camp Nelson, Danville, and Lexington sites, consistently upholding dignity and overcoming complex challenges. This team is \u201call-in\u201d. Camp Nelson, individually and as a team, takes the time to honor our Veterans and support their loved ones. They develop innovative solutions like using black mulch to improve safety and comfort, make sure that burial areas are dignified and accessible, and make sure that memorial services are impeccable. Their work reaches beyond the Camp Nelson Cemetery and sets standards across the nation.<\/p>\n<\/div><\/div><\/div><div class=\"fusion-panel panel-default panel-961734f3517d604f8 fusion-toggle-no-divider fusion-toggle-boxed-mode\" style=\"--awb-title-color:var(--awb-color8);--awb-content-color:#1b1b1b;\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\" id=\"toggle_961734f3517d604f8\"><a aria-expanded=\"false\" aria-controls=\"961734f3517d604f8\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-115730-4\" data-target=\"#961734f3517d604f8\" href=\"#961734f3517d604f8\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">NCA CX Innovation - Exceptional Experience for Veterans<\/span><\/a><\/h4><\/div><div id=\"961734f3517d604f8\" class=\"panel-collapse collapse \" aria-labelledby=\"toggle_961734f3517d604f8\"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p><strong>Miramar &amp; Fort Rosecrans National Cemeteries<\/strong><br \/>\n<strong>Fabian Estrada, Administrative Officer<\/strong><br \/>\nFabian Estrada is being honored as NCA Innovator of the Year for developing an automated solution that transformed how Miramar and Fort Rosecrans National Cemeteries process veteran headstone orders. Recognizing that outdated, manual procedures were causing inscription errors and a backlog, Fabian designed and rolled out an automated workflow, working with his team to bring it to life.<br \/>\nSince implementation, inscription errors have dropped to zero and both cemeteries now maintain perfect accuracy. Gravesite marking timeliness exceeds national standards \u2014 meaning grieving families wait less, and the veterans&#8217; service is honored correctly and on time. Automation also freed staff from time-consuming manual review and filing, allowing them to redirect their attention to other essential cemetery operations and veteran-facing service. His innovation was a key contributor to Miramar earning NCA&#8217;s 2025 Customer Satisfaction Award, helping ensure every Veteran is remembered with the dignity and care they deserve.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-20 fusion_builder_column_1_3 1_3 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:33.333333333333%;--awb-margin-top-large:0px;--awb-spacing-right-large:10px;--awb-margin-bottom-large:20px;--awb-spacing-left-large:10px;--awb-width-medium:33.333333333333%;--awb-order-medium:0;--awb-spacing-right-medium:10px;--awb-spacing-left-medium:10px;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:10px;--awb-spacing-left-small:10px;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><\/div><\/div><\/div><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-12 fusion-flex-container has-pattern-background has-mask-background nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-content-wrap\" style=\"max-width:calc( 1440px + 20px );margin-left: calc(-20px \/ 2 );margin-right: calc(-20px \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-21 fusion_builder_column_2_3 2_3 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:66.666666666667%;--awb-margin-top-large:0px;--awb-spacing-right-large:10px;--awb-margin-bottom-large:20px;--awb-spacing-left-large:10px;--awb-width-medium:66.666666666667%;--awb-order-medium:0;--awb-spacing-right-medium:10px;--awb-spacing-left-medium:10px;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:10px;--awb-spacing-left-small:10px;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-title title fusion-title-12 fusion-sep-none fusion-title-text fusion-title-size-two\" style=\"--awb-margin-top-small:0px;--awb-margin-right-small:0px;--awb-margin-bottom-small:20px;--awb-margin-left-small:0px;\"><h2 class=\"fusion-title-heading title-heading-left awb-responsive-type__disable\" style=\"margin:0;\">2026 CX Symposium Award Winners &#8211; Board Awards<\/h2><\/div><div class=\"accordian fusion-accordian\" style=\"--awb-border-size:1px;--awb-icon-size:18px;--awb-content-font-size:16px;--awb-icon-alignment:right;--awb-hover-color:#f9f9f9;--awb-border-color:#e6e6e6;--awb-background-color:#ffffff;--awb-divider-color:#e0dede;--awb-divider-hover-color:#e0dede;--awb-icon-color:#0e1d33;--awb-title-color:var(--awb-color8);--awb-content-color:#1b1b1b;--awb-icon-box-color:#0e2640;--awb-toggle-hover-accent-color:#005ea2;--awb-title-font-family:&quot;Public Sans&quot;;--awb-title-font-weight:700;--awb-title-font-style:normal;--awb-title-font-size:18px;--awb-content-font-family:&quot;Public Sans&quot;;--awb-content-font-style:normal;--awb-content-font-weight:400;\"><div class=\"panel-group fusion-toggle-icon-right fusion-toggle-icon-unboxed\" id=\"accordion-115730-5\"><div class=\"fusion-panel panel-default panel-5b20e89d01ff2bc36 fusion-toggle-no-divider fusion-toggle-boxed-mode\" style=\"--awb-title-color:var(--awb-color8);--awb-content-color:#1b1b1b;\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\" id=\"toggle_5b20e89d01ff2bc36\"><a aria-expanded=\"false\" aria-controls=\"5b20e89d01ff2bc36\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-115730-5\" data-target=\"#5b20e89d01ff2bc36\" href=\"#5b20e89d01ff2bc36\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">Board - Own the Moment Award<\/span><\/a><\/h4><\/div><div id=\"5b20e89d01ff2bc36\" class=\"panel-collapse collapse \" aria-labelledby=\"toggle_5b20e89d01ff2bc36\"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p><strong>Human Resources Liaison Team<\/strong><br \/>\nThe Human Resources Liaison Team is being honored with the BVA Own the Moment award for their swift, coordinated response when a Veteran colleague experienced a medical emergency \u2014 a true embodiment of what it means to own the moment. Rather than delay waiting for a response, they stepped into action together. One team member promptly notified their supervisor while another contacted 911 at the employee\u2019s request. While emergency responders were on their way, another employee with medical training assessed the employee\u2019s blood pressure, provided water, and continued to monitor, while another team member offered calming breathing techniques to help the individual remain calm. Additionally, two team members positioned themselves at the building entrance to escort emergency personnel directly to the employee upon arrival. This was a team quickly and seamlessly and compassionately responding to what needed to be done. On the ride to the hospital, another staff member even accompanied them and advocated once they arrived.<br \/>\nThis outstanding display of teamwork, professionalism, and genuine concern reflects the highest standards of service within the Department of Veterans Affairs, represent \u201cowing the moment\u201d and embodying the I CARE values. In addition to showing the care and respect the team has for one another, it demonstrates the care the team gives to the Veterans they serve.<\/p>\n<\/div><\/div><\/div><div class=\"fusion-panel panel-default panel-026d21f484ae786e2 fusion-toggle-no-divider fusion-toggle-boxed-mode\" style=\"--awb-title-color:var(--awb-color8);--awb-content-color:#1b1b1b;\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\" id=\"toggle_026d21f484ae786e2\"><a aria-expanded=\"false\" aria-controls=\"026d21f484ae786e2\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-115730-5\" data-target=\"#026d21f484ae786e2\" href=\"#026d21f484ae786e2\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">Board - CX Innovation - Exceptional Experience for Veterans<\/span><\/a><\/h4><\/div><div id=\"026d21f484ae786e2\" class=\"panel-collapse collapse \" aria-labelledby=\"toggle_026d21f484ae786e2\"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p><strong>Modernized Hearing Scheduler Development Team<\/strong><br \/>\nThe Board of Veterans&#8217; Appeals is being honored with the BVA CX Innovation \u2013 Exceptional Experience for Veterans award for developing the Modernized Hearing Scheduler, a centralized system that transformed how veterans access their Board hearings. Where hearings were once scheduled regionally \u2014 often creating uneven wait times based on where a veteran lived \u2014 the team spent two years building a single, unified queue that schedules every case fairly, in docket order and consistent with law.<br \/>\nThis system is easier for staff to navigate complicated systems, gives them functionality to view and adjust a prioritized inventory of cases, and multiple users cannot accidentally double schedule. This is more effective, more efficient, and easier to use for staff. However, this means that as a result Veterans are also better served. 365 more dockets were allocated in FY26 than in FY25. More hearings have been scheduled even though there were fewer staff, and smaller regional offices are now appearing on the calendar more frequently. This is a new standard for excellence in service delivery and exemplifies the Department\u2019s core values of Integrity, Commitment, Advocacy, Respect, and Excellence (\u201cI CARE\u201d).<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-22 fusion_builder_column_1_3 1_3 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:33.333333333333%;--awb-margin-top-large:0px;--awb-spacing-right-large:10px;--awb-margin-bottom-large:20px;--awb-spacing-left-large:10px;--awb-width-medium:33.333333333333%;--awb-order-medium:0;--awb-spacing-right-medium:10px;--awb-spacing-left-medium:10px;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:10px;--awb-spacing-left-small:10px;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><\/div><\/div><\/div><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-13 fusion-flex-container has-pattern-background has-mask-background nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-background-color:var(--awb-custom_color_8);--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-content-wrap\" style=\"max-width:calc( 1440px + 20px );margin-left: calc(-20px \/ 2 );margin-right: calc(-20px \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-23 fusion_builder_column_2_3 2_3 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:66.666666666667%;--awb-margin-top-large:0px;--awb-spacing-right-large:10px;--awb-margin-bottom-large:20px;--awb-spacing-left-large:10px;--awb-width-medium:66.666666666667%;--awb-order-medium:0;--awb-spacing-right-medium:10px;--awb-spacing-left-medium:10px;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:10px;--awb-spacing-left-small:10px;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-title title fusion-title-13 fusion-sep-none fusion-title-text fusion-title-size-two\" style=\"--awb-margin-top-small:0px;--awb-margin-right-small:0px;--awb-margin-bottom-small:20px;--awb-margin-left-small:0px;\"><h2 class=\"fusion-title-heading title-heading-left awb-responsive-type__disable\" style=\"margin:0;\">2026 CX Symposium Award Winners &#8211; VACO &#8211; OGC Awards<\/h2><\/div><div class=\"accordian fusion-accordian\" style=\"--awb-border-size:1px;--awb-icon-size:18px;--awb-content-font-size:16px;--awb-icon-alignment:right;--awb-hover-color:#f9f9f9;--awb-border-color:#e6e6e6;--awb-background-color:#ffffff;--awb-divider-color:#e0dede;--awb-divider-hover-color:#e0dede;--awb-icon-color:#0e1d33;--awb-title-color:var(--awb-color8);--awb-content-color:#1b1b1b;--awb-icon-box-color:#0e2640;--awb-toggle-hover-accent-color:#005ea2;--awb-title-font-family:&quot;Public Sans&quot;;--awb-title-font-weight:700;--awb-title-font-style:normal;--awb-title-font-size:18px;--awb-content-font-family:&quot;Public Sans&quot;;--awb-content-font-style:normal;--awb-content-font-weight:400;\"><div class=\"panel-group fusion-toggle-icon-right fusion-toggle-icon-unboxed\" id=\"accordion-115730-6\"><div class=\"fusion-panel panel-default panel-9177c1795d6752f52 fusion-toggle-no-divider fusion-toggle-boxed-mode\" style=\"--awb-title-color:var(--awb-color8);--awb-content-color:#1b1b1b;\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\" id=\"toggle_9177c1795d6752f52\"><a aria-expanded=\"false\" aria-controls=\"9177c1795d6752f52\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-115730-6\" data-target=\"#9177c1795d6752f52\" href=\"#9177c1795d6752f52\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">OGC Own the Moment Award<\/span><\/a><\/h4><\/div><div id=\"9177c1795d6752f52\" class=\"panel-collapse collapse \" aria-labelledby=\"toggle_9177c1795d6752f52\"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p><strong>Office of General Counsel (OGC)<\/strong><br \/>\n<strong>Marcus Graham, Trial Attorney<\/strong><br \/>\n<strong>Jennifer Sniadecki, General Attorney<\/strong><br \/>\n<strong>Christina Knott, Attorney<\/strong><br \/>\nMarcus Graham, Jennifer Sniadecki, and Christina Knott transformed a complex legal change into a proactive, people-centered solution for VA reservist-employees. Recognizing that outdated guidance could deny Servicemembers pay to which they were legally entitled, they helped correct VA\u2019s practice, resolve claims without unnecessary litigation, and address the systemic cause of future improper denials. Their efforts ensured VA reservist-employees receive the fair and lawful differential pay they have earned.<\/p>\n<\/div><\/div><\/div><div class=\"fusion-panel panel-default panel-4ca1932157fb082c8 fusion-toggle-no-divider fusion-toggle-boxed-mode\" style=\"--awb-title-color:var(--awb-color8);--awb-content-color:#1b1b1b;\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\" id=\"toggle_4ca1932157fb082c8\"><a aria-expanded=\"false\" aria-controls=\"4ca1932157fb082c8\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-115730-6\" data-target=\"#4ca1932157fb082c8\" href=\"#4ca1932157fb082c8\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">OGC CX Innovation - Exceptional Experience for Veterans<\/span><\/a><\/h4><\/div><div id=\"4ca1932157fb082c8\" class=\"panel-collapse collapse \" aria-labelledby=\"toggle_4ca1932157fb082c8\"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p><strong>Office of General Counsel (OGC)<\/strong><br \/>\n<strong>Alexander You, Attorney<\/strong><br \/>\n<strong>Jonathan Krisch, Attorney<\/strong><br \/>\nAlexander You and Jonathan Krisch demonstrated exceptional innovation and unwavering commitment to Veterans in resolving the Freund class action settlement. Faced with a VA computer-system error that incorrectly closed thousands of Veterans\u2019 benefits appeals, they combined expert legal knowledge with empathy, human care, and Veteran-centric problem solving. Jonathan structured an efficient settlement responsive to each affected Veteran\u2019s circumstances, while Alex capably defended VA\u2019s handling of this regrettable situation before the United States Court of Appeals for Veterans Claims. Their joint efforts will provide thousands of Veterans with by-hand file audits and thousands more with individualized notices explaining their circumstances and available options\u2014helping ensure no Veteran is left behind.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-24 fusion_builder_column_1_3 1_3 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:33.333333333333%;--awb-margin-top-large:0px;--awb-spacing-right-large:10px;--awb-margin-bottom-large:20px;--awb-spacing-left-large:10px;--awb-width-medium:33.333333333333%;--awb-order-medium:0;--awb-spacing-right-medium:10px;--awb-spacing-left-medium:10px;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:10px;--awb-spacing-left-small:10px;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><\/div><\/div><\/div><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-14 fusion-flex-container has-pattern-background has-mask-background nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-content-wrap\" style=\"max-width:calc( 1440px + 20px );margin-left: calc(-20px \/ 2 );margin-right: calc(-20px \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-25 fusion_builder_column_2_3 2_3 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:66.666666666667%;--awb-margin-top-large:0px;--awb-spacing-right-large:10px;--awb-margin-bottom-large:20px;--awb-spacing-left-large:10px;--awb-width-medium:66.666666666667%;--awb-order-medium:0;--awb-spacing-right-medium:10px;--awb-spacing-left-medium:10px;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:10px;--awb-spacing-left-small:10px;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-title title fusion-title-14 fusion-sep-none fusion-title-text fusion-title-size-two\" style=\"--awb-margin-top-small:0px;--awb-margin-right-small:0px;--awb-margin-bottom-small:20px;--awb-margin-left-small:0px;\"><h2 class=\"fusion-title-heading title-heading-left awb-responsive-type__disable\" style=\"margin:0;\">2026 CX Symposium Award Winners &#8211; VACO &#8211; OIT Awards<\/h2><\/div><div class=\"accordian fusion-accordian\" style=\"--awb-border-size:1px;--awb-icon-size:18px;--awb-content-font-size:16px;--awb-icon-alignment:right;--awb-hover-color:#f9f9f9;--awb-border-color:#e6e6e6;--awb-background-color:#ffffff;--awb-divider-color:#e0dede;--awb-divider-hover-color:#e0dede;--awb-icon-color:#0e1d33;--awb-title-color:var(--awb-color8);--awb-content-color:#1b1b1b;--awb-icon-box-color:#0e2640;--awb-toggle-hover-accent-color:#005ea2;--awb-title-font-family:&quot;Public Sans&quot;;--awb-title-font-weight:700;--awb-title-font-style:normal;--awb-title-font-size:18px;--awb-content-font-family:&quot;Public Sans&quot;;--awb-content-font-style:normal;--awb-content-font-weight:400;\"><div class=\"panel-group fusion-toggle-icon-right fusion-toggle-icon-unboxed\" id=\"accordion-115730-7\"><div class=\"fusion-panel panel-default panel-ba363635f5d014247 fusion-toggle-no-divider fusion-toggle-boxed-mode\" style=\"--awb-title-color:var(--awb-color8);--awb-content-color:#1b1b1b;\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\" id=\"toggle_ba363635f5d014247\"><a aria-expanded=\"false\" aria-controls=\"ba363635f5d014247\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-115730-7\" data-target=\"#ba363635f5d014247\" href=\"#ba363635f5d014247\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">OIT- Own the Moment Award<\/span><\/a><\/h4><\/div><div id=\"ba363635f5d014247\" class=\"panel-collapse collapse \" aria-labelledby=\"toggle_ba363635f5d014247\"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p><strong>Office of Information and Technology (OIT)<\/strong><br \/>\n<strong>MHV on VA.gov Team<\/strong><br \/>\nThe MHV on VA.gov Team is recognized for exemplary dedication and innovation in transforming the Veterans digital health journey by pioneering a unified, human-centered patient portal that fundamentally improves how Veterans access and manage their health. Through extensive Veteran engagement, a focus on accessibility, and seamless integration into VA.gov, their efforts resulted in a 10% increase in customer satisfaction, setting a new standard for digital care experiences at VA.<\/p>\n<\/div><\/div><\/div><div class=\"fusion-panel panel-default panel-1611408ef0f16c616 fusion-toggle-no-divider fusion-toggle-boxed-mode\" style=\"--awb-title-color:var(--awb-color8);--awb-content-color:#1b1b1b;\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\" id=\"toggle_1611408ef0f16c616\"><a aria-expanded=\"false\" aria-controls=\"1611408ef0f16c616\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-115730-7\" data-target=\"#1611408ef0f16c616\" href=\"#1611408ef0f16c616\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">OIT CX Innovation - Exceptional Experience for Veterans<\/span><\/a><\/h4><\/div><div id=\"1611408ef0f16c616\" class=\"panel-collapse collapse \" aria-labelledby=\"toggle_1611408ef0f16c616\"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p><strong>Enterprise Service Desk (OIT)<\/strong><br \/>\n<strong>Timothy Jones<\/strong><br \/>\nThe Enterprise Service Desk PIV Exemption Integration Team is recognized for outstanding innovation and operational efficiency in transforming the short-term PIV exemption process for VA employees and contractors. By integrating Login.gov into the self-service exemption workflow, the team increased automated exemptions from 5% to 95% and reduced resolution times by 67%, resulting in over $2 million in annual cost avoidance and setting a new standard for user-centered process improvement at VA.<\/p>\n<\/div><\/div><\/div><div class=\"fusion-panel panel-default panel-99b147e0f0fdfc81d fusion-toggle-no-divider fusion-toggle-boxed-mode\" style=\"--awb-title-color:var(--awb-color8);--awb-content-color:#1b1b1b;\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\" id=\"toggle_99b147e0f0fdfc81d\"><a aria-expanded=\"false\" aria-controls=\"99b147e0f0fdfc81d\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-115730-7\" data-target=\"#99b147e0f0fdfc81d\" href=\"#99b147e0f0fdfc81d\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">VACO CX Innovation - Exceptional Experience for Veterans <\/span><\/a><\/h4><\/div><div id=\"99b147e0f0fdfc81d\" class=\"panel-collapse collapse \" aria-labelledby=\"toggle_99b147e0f0fdfc81d\"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p><strong>Office of Information and Technology (OIT)<\/strong><br \/>\n<strong>Warren Thames<\/strong><br \/>\nThe Veterans Crisis Line (VCL) Innovation &amp; Transformation Initiative is recognized for outstanding modernization of crisis care by replacing outdated, siloed systems with a unified, FedRAMP-compliant Salesforce platform that supports over 1.1 million calls and 100,000+ chat sessions annually. Through streamlined workflows, advanced analytics, and robust training for more than 3,000 staff, the initiative has enhanced responder efficiency, ensured operational readiness, and set a new standard for compassionate, accessible crisis support for Veterans nationwide.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-26 fusion_builder_column_1_3 1_3 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:33.333333333333%;--awb-margin-top-large:0px;--awb-spacing-right-large:10px;--awb-margin-bottom-large:20px;--awb-spacing-left-large:10px;--awb-width-medium:33.333333333333%;--awb-order-medium:0;--awb-spacing-right-medium:10px;--awb-spacing-left-medium:10px;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:10px;--awb-spacing-left-small:10px;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><\/div><\/div><\/div><\/div><\/p>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":165,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_EventAllDay":false,"_EventTimezone":"","_EventStartDate":"","_EventEndDate":"","_EventStartDateUTC":"","_EventEndDateUTC":"","_EventShowMap":false,"_EventShowMapLink":false,"_EventURL":"","_EventCost":"","_EventCostDescription":"","_EventCurrencySymbol":"","_EventCurrencyCode":"","_EventCurrencyPosition":"","_EventDateTimeSeparator":"","_EventTimeRangeSeparator":"","_EventOrganizerID":[],"_EventVenueID":[],"_OrganizerEmail":"","_OrganizerPhone":"","_OrganizerWebsite":"","_VenueAddress":"","_VenueCity":"","_VenueCountry":"","_VenueProvince":"","_VenueState":"","_VenueZip":"","_VenuePhone":"","_VenueURL":"","_VenueStateProvince":"","_VenueLat":"","_VenueLng":"","_VenueShowMap":false,"_VenueShowMapLink":false,"footnotes":""},"categories":[111],"tags":[],"class_list":["post-115730","post","type-post","status-publish","format-standard","hentry","category-trust"],"parsely":{"version":"1.1.0","canonical_url":"https:\/\/department.va.gov\/veterans-experience\/trust\/2026-customer-experience-symposium-award-winners\/","meta":{"@context":"https:\/\/schema.org","@type":"NewsArticle","headline":"2026 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