Readjustment Counseling Service: Vet Centers Address Multiple Client Problems, but Improvement Is Needed

In VA's 60-day response to the report, the Secretary, while taking issue with part of GAO's basis for this recommendation, acknowledged limitations in the Activity Reporting System and stated that RCS was coordinating needed technical changes to upgrade its information collection capabilities. RCS initiated steps in this direction by establishing an internal work group to identify system needs and requested an external assessment by the VA Advisory Committee on the Readjustment of Vietnam and Other War Veterans. As a result of these efforts, data collection capabilities have been upgraded in the areas of: (1) time spent in direct service activities; (2) systematic tracking of referrals; (3) crisis intervention work; and (4) community work in support of a broad range of veteran-related functions. VA closed its tracking of this recommendation based on a March 12, 1997, status report on these actions.

In VA's 60-day response to the report, the Secretary stated that this recommendation had been implemented. He noted that RCS's policies and processes for clinical documentation of client records provide appropriate direction for Vet Center staff to fulfill necessary requirements and that monitoring of compliance with these policies and processes is an ongoing activity. He stated that RCS program officials would share the findings in the report with all Vet Centers and continue to provide consistent guidance about the importance of accurate and complete documentation.

The Secretary of VA's 60-day response to the report stated that RCS had made positive strides in developing valid, ongoing measurements of program effectiveness. He noted that performance measurement is a key component of the Veterans Health Administration's major restructuring initiative, and every program, including RCS, was actively involved in defining and implementing reliable measurements. Finally, he noted that RCS was also monitoring the development of national standards for behavioral health organizations in the private sector for potential application within the VA system.