GAO analysis of VA data shows that annual case manager turnover ranged from 20 percent to 26 percent in fiscal years 2020–2024. Image: MSPhotographic/Shutterstock.com
By: FEDweek StaffPersistent shortages of staffing among VA case managers—for reasons including “staff burnout and turnover”—is hampering a joint program with HUD to provide housing vouchers for homeless veterans, the GAO has said in the latest of a series of similar findings involving various agencies and occupations.
In an examination of data through fiscal 2024—before the VA staff reductions of last year—the GAO found that more than a quarter of medical centers with two or more case managers had at least 20 percent of those positions unfilled.
“GAO analysis of VA data shows that annual case manager turnover ranged from 20 percent to 26 percent in fiscal years 2020–2024. Stakeholders at all eight sites GAO visited described periods of high turnover and persistent vacancies,” a report said. Average annual vacancy rates ranged from 14 to 18 percent during that time.
“The effects of insufficient staffing include reduced services for veterans and delays in admitting new participants . . . without adequate assistance, veterans may face delays in finding housing or risk eviction due to a lack of behavioral or mental health support. In other cases, veterans may leave the program due to lack of ongoing case management, according to our interviews. Staff at three VAMCs noted that additional case managers would improve the services they are able to provide to program participants,” it said.
The VA however was unable to quantify the effect of the staff shortages, it added, because of more than 174,000 instances of veterans not being referred to the program over 2020-2024, it did not document the reasons in more than 151,000 cases.
“With more complete data on the reasons, VA could better assess its unmet need, adjust hiring strategies, and allocate case managers accordingly. VA then would be better positioned to serve more veterans,” it said. It said that VA agreed with recommendations toward that end while HUD did not agree or disagree but indicated it would take actions to implement a recommendation regarding a pilot program for American Indian/Alaska Native veterans.
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