1. Performance Measurement Review October 2018
Kent County Veterans Services
Performance Measurement Review
October 2018

2. Presentation Overview
Alignment with Board Priorities
Key Performance Metrics
Significant Budget Issues
Significant Accomplishments
Key Collaborations
A Look Ahead
Kent County Veterans Services

3. Priority Alignment Kent County Veterans Services
Safe Community
Kent County will be a safe community.  
Citizen Participation
Kent County will provide opportunities for citizens to be aware of and involved in County government. 
Proactive and Innovative Government
Kent County will seek-out innovative solutions and address issues systemically. 
High Quality of Life
Kent County will maintain a high quality of life that will be attractive to growth and development
Kent County Veterans Services mission is to provide accurate, efficient, timely information and services that ensures delivery of benefits to enhance the quality of life for Kent County Veterans and their families.
Safe Community: KCVS supports a vulnerable population and provides a safe haven for veteran and their families that are struggling We address their basic needs and determine if they are eligible for federal benefits due to their service.
Citizen Participation: KCVS offers monthly Kent County Veterans Services Committee meetings. These meetings provide an opportunity to be transparent, and offer a platform for the community to express their questions, concerns, and inputs.
Proactive and Innovative Government: The KCVS Committee is operated to address the needs of the community. Our 7 board committee is comprised of veterans of all branches, male and female, that come from all backgrounds, they listen to the staff to make recommendation and to improve veteran services.
High Quality of Life: VA Benefits – Service Connected Compensation, Non-Service Connected Pensions, Survivor’s Pension, and access to Healthcare. Military Benefits – Retirement, TRICARE Healthcare, DFAS, Survivor’s Benefit, etc.
Kent County Veterans Services

4. Ensure Staff is well trained and providing personalized services while being proactively engaged in the department's mission, vision, and goals.
Ensure every veteran in Kent County who is eligible for Federal, State or Local veterans’ benefits is aware of what they've earned and is receiving their benefits.
Create partnerships with organizations that will benefit Kent County Veterans through easier access to housing, employment, transportation and healthcare resources.
Kent County Veterans Services

5. Number of Service Officers received CEUs
Ensure Staff is well trained and providing personalized services while being proactively engaged in the department's mission, vision, and goals.
Ensures each Veteran Services Representative receives 16 continuing education units, and additional training annually.
KCVS currently has 3 accredited VSOs.
Veteran Service Representative (Veteran Service Officers) must receive at least 16 CEUs annually to maintain accreditation.
Kent County Veteran Services Veteran Service Representatives are accredited from National Association of County Veteran Service Officers (NACVSO). Once accredited with NACVSO, they can apply for cross accreditation with Michigan Veteran Affairs Agency (MVAA), American Legion (AL), and Disabled American Veterans (DAV).
KCVS VSOs are associated with Michigan Association of County Veterans Counselors (MACVC)
KCVS VSOs receive CEUs and additional training during MACVC Spring Conferences, and NACVSO National Conference. Additional training is during MACVC Fall Conference.
Number of Service Officers received CEUs
4/4
7/7
5/5
4/4
*Expected/Actual
Kent County Veterans Services

6. Customer Service Survey Results
Ensure Staff is well trained and providing personalized services while being proactively engaged in the department's mission, vision, and goals.
Provide quality and efficient customer service resulting in a 90% or higher rating on returned customer service surveys.
Survey results for 2017 the average survey results 95% ?
Survey results for 2018 – average survey result 98% ?
2018 – 134 Surveys, not sure on 2017
Customer Service Survey Results NA NA
Achieved
Achieved
Kent County Veterans Services

7. Create partnerships with organizations that will benefit Kent County veterans through easier access to housing, employment, transportation, and healthcare resources.
Initiate a minimum of two partnerships annually with community organizations.
2018
Partnerships include Dégagé Ministries $30,000
Kent County Veterans Treatment Court $100,000.
2017
Kent County Veterans Treatment Court initially received $50,000.
Community Rebuilders Functional Zero ending homelessness partnership.
2016
West Michigan Veterans Coalition, Volunteers of America (VOA), and Michigan Works (MiWorks). We currently have VOA and MiWORKS staff work out of our office once a week.
Partnerships NA
2/3
2/2
2/2
*Expected/Actual
Kent County Veterans Services

8. Federal Awards Received
Ensure every veteran in Kent County who is eligible for Federal, State or Local veterans’ benefits is aware of what they’ve earned and is receiving their benefits.
Receive $5,500,000 annually of Federal Awards by Kent County Veterans through Veterans Services.
Our numbers are Federal awards that are received by veterans and their families applying for VA benefits.
Federal Awards Received
$6,574,826
$5,500,000/ $4,874,935
$5,500,000/ $5,955,767
$5,500,000/
*Expected/Actual
Kent County Veterans Services

9. Number of Veterans Served through KCVS
Ensure every veteran in Kent County who is eligible for Federal, State or Local veterans’ benefits is aware of what they’ve earned and is receiving their benefits.
Participate in 4 outreach activities per quarter.
Veterans Stand Downs, Women Veteran Expos, West Michigan Veterans Coalition meetings, Hidden Wounds of War Conferences, WGVU LZ Michigan, Assisted Living/Independent facility visits with veterans and surviving spouses, other Community Events.
Number of Veterans Served through KCVS
16/32
16/39
16/80
16/28
*Expected/Actual
Kent County Veterans Services

10. Significant Budget Issues
Kent County Veterans Relief and Scholarship Program
Grant to fund Veterans Services Representative.
Data Management Software Integration
Revamping of Scholarship Program making it easier for veterans to utilize funds, and staff to operate the program.
2018 County Veteran Service Fund Grant provides $25,000 of funding to support County Veterans Service Offices to hire Veteran Service Representative.
The grant is derived from Public Act KCVS submitted intent letter to Michigan Veterans Affairs Agency (MVAA) on September 12, 2018.
Data Management Software Integration: will offer better tracking of data and reports.
Kent County Veterans Services

11. Ending Veterans Homelessness Functional Zero Award
2017 Kent County was certified by the USICH* as the 54th community in the country, to effectively end Veteran homelessness. (* United States Interagency Council on Homelessness)
597 homeless veterans housed since 2016 and 2017.
The Program:
Identified a number of new homelessness Veterans every quarter.
Developed a number of Veteran who have accessed safe and affordable housing of their choosing
A number of veterans experiencing a housing crisis seeking housing alongside a Housing Resource Specialist.
Kent County Veterans Services

12. Community Partners Kent County Veterans Services
Over 600 veteran local, state, and federal service provider network assisting veterans gain access to benefits and resources.
Hidden Wounds of War Conference, bi-monthly meetings with the community and other service organizations.
2018 – 2019 Partnering and serving on the Committee to End Veterans Homelessness with the Grand Rapids Area Coalition to End Homelessness focusing Veterans. All community partners.
Kent County Veterans Services

13. Dégagé Ministries Kent County Veterans Services
$30,000 partnership helping homeless veteran receive immediate and long-term needs such as overnight respite for women in crisis, food, referral services and hygiene facilities services.
As of September 19, 2018 – Degage Ministries have assisted 196 veterans, with 1495 of units of services.
Kent County Veterans Services

14. Providing direct support to Kent County Veterans Treatment Court
In 2017 Kent County Veterans Treatment Court had 11 Participants
2018 KCVTC 23 participant, current 22.
Supported the court in 2017 with $50,000 and having a VSO on the team.
2018, 2019, 2020 KCVTC $100,000
Kent County Veterans Services

15. A Look Ahead New Leadership Revamp KCVS Veterans Scholarship Program
Execute Targeted Marketing Plan
Implement Data Management Software Integration
Kent County Veterans Services