In 2010, the Secretary of Veterans Affairs described his vision of turning the Department of Veterans Affairs into a 21st century organization that is forward-looking, people centric, and results oriented. Part of the efforts to accomplish that transformation was the development of Transformation (T) -21 Initiatives, including the Office of Human Resources and Administration’s (HR&A) ORM Human Capital Investment Plan Initiatives (HCIP). The Office of Resolution Management (ORM), has played an active role in VA’s transformation and the HCIP through the following T-21:
Resolution Support Center
The Resolution Support Center (RSC) is a one-stop resource that provides employees, managers and Veterans, a forum for general questions on workplace concerns and benefits issues. RSC’s objective is to resolve concerns presented by callers to avoid referrals to other VA offices, which would require scarce resources.
RSC supports HR&A’s ADVANCE, Wellness is Now (WIN), MyCareer@VA, and VAforVets initiatives.
In 2011, the RSC handled over 4,000 calls and successfully resolved approximately 66% of them. RSC will continue to provide information to VA managers and staff to address and resolve workplace disputes and respond to concerns about VA’s other T-21 Initiatives in FY 2012.
Alternative Dispute Resolution Field Support
In FY 2010, ORM hired 8 ADR specialists -- six in VISNs around the country and two in Central Office --to provide ADR services and education. These full-time specialists have helped affect a higher ADR participation rate, reduced average processing time for ADR and higher informal ADR resolution rate. These efforts have saved the VA millions.
Conflict Management and Mediation Training
ORM provides Training to VA leaders and labor officials in conflict management, ADR, effective communication, negotiation, and problem solving.
EEO, Diversity, and ADR Dashboard
Under ADVANCE, ORM, the Office of Diversity and Inclusion, and the VHA Support Service Center have developed the EEO, Diversity, and ADR Dashboard. The Dashboard monitors factors that affect the work environment, including ADR and EEO complaint activity, and workforce demographics. The Dashboard is available to all EEO managers and has received positive reviews, with one user commenting, “the EEO dashboard is beautiful and truly contains very useful information.”