Caban Q&A: case management system and follow-up responsibility

If a veteran reaches out through any of those channels, is that request entered into a single case management system?

Thank you for that question.

That is the goal, is for all clients and cases to be included in our CRM, which is VetConnect powered by Combined Arms.

And as Commissioner stated, it predated her tenure in terms of the utilization of the system.

But as we move forward, we're ensuring all staff are implementing these cases into the system.

So is someone assigned responsibility for following up?

And can DVS tell us whether that veteran actually received the help that they requested?

Thank you for that follow-up question.

So on the platform, with oversight from our data department that is actively tracking what those case open and closed status is, when someone does go on to VetConnect and they request a service, it does get assigned to a staff member who works in that unit.

So it's not a case manager.

Per se by definition, but they are responsible for the coordination of where that veteran will get referred to or what support is provided.

And just to elaborate, this is what we've mentioned that with the new

data department that has now been implemented with the agency along with the aftercare

department, that's the goal to centralize this data and to be able to have that continuity of follow-up to ensure to know where veterans are going.

To ensure that they did get the services that they needed.