Kimberley2019
commented
3 years ago @clantosswett Are you able to provide the training and update materials that were shared/presented to HRC back in April/May for our review? Also, is there supposed to be 'back end' communication between those two (MHV profile and VA.gov profile) so that changes in either transfer over to the other profile? If not, is this something that would be beneficial to veterans?
@starlow00 form our conversation earlier today, below are the steps that I provide to veterans when they are having issues or need to know how to set their facility locator.
Please feel free to make any modifications as you see fit in order to be cohesive with the other messaging that you have developed. Although it is a separate issue, we discussed using this information to create possible IVR messaging for this issue too. I will update the ticket with this information and follow up with Chante on those items that I mentioned.
Thank you for your service.
The facility locator tool should automatically present a list of VA locations based off of your address in the system. You can find instructions on how to update your address on VA.gov at [(https://www.va.gov/change-address/)]. This website also provides information on the other ways to update your address for your different benefits.
Once you have completed that task, please follow the steps below in order to update your VA facility location to that of your choosing.
- Login using MyHealtheVet - Select appointments - Click on VA Facility Locator - This will redirect you to VA.gov - Select continue to VA.gov if you receive a pop up - Find VA locations - You can then enter your city, state, postal code - From the drop down menu to select facility type - Choose your facility type - Click search - All options will populate - Select your preferred location
starlow00
jwoodman5
Issue Description
We observed during a recent feedback session with a Veteran that he received in accurate information when he called HRC number (877-470-5947).
We did training and updates in March/April with HRC, but it's probably worth re-reviewing now that all scheduling is pointing to VAOS on VA.gov.
Specific feedback:
when veteran was experiencing what he thought was a problem with the app not displaying his facilities, he called the HRC number
the veteran was directed to MHV profile to review their 'preferred facility' option
MHV profile settings do not translate to VA.gov
when that didn't work, the Veteran was transferred to another MHV associated but the transfer resulted in the veteran having to leave a voicemail
he still hadn't received a call back to his issue when we spoke
Tasks
Acceptance Criteria
[ ] ensure that HRC reps understand the difference between MHV and VAOS - how they differ and where they connect
How to configure this issue
product support,analytics-insights,operations,service-design,tools-be,tools-fe)backend,frontend,devops,design,research,product,ia,qa,analytics,contact center,research,accessibility,content)bug,request,discovery,documentation, etc.)