Wilma Carmella Netters
Slidell,LA
Overview
18
18
years of professional experience
Work History
Acting Lead Veteran Experience Officer
Department of Veteran Affairs
New Orleans, LA
08.2024 - Current
- Patient Advocacy within VA exists to ensure patient concerns are heard and addressed to improve the overall experience and quality of care for patients. Effective, high-functioning Patient Advocacy is integral to fulfilling the goal of providing Veterans with world-class health care. Major duties and responsibilities include:
- Complaint Resolution
- Manages the facility Veteran Centered Complaint Resolution (VCCR) process, including complaint resolution, data capture and analysis of issues/complaints to make system improvements.
- Assists Service-Level Advocates (SLAs) and front-line staff in resolving issues and addressing more complex complaints.
- Explores all avenues to properly identify the nature and scope of the problem and to initiate appropriate action to expedite a resolution.
- Proactively identifies existing or potential problem areas and suggests solutions or alternatives to existing procedures which contribute to these problems.
- Patient Representation and Relationship Management
- Serves as the liaison between the facility, patients, staff, and the community, ensuring Patients understand their rights, in addition to, their responsibilities.
- Works directly with health care teams, Service Chiefs, and management to facilitate resolution to problems beyond the capability of front-line staff and participate in resolution of system problems by presenting the patient's perspective of the problem and the desired resolution.
- Maintains a strong relationship with Veterans Service Organizations and others whose interests are in helping and protecting Veterans, their families, and their representatives.
- Serves as liaison with congressional offices, responding directly to their staff assistants on matters involving patient concerns or dissatisfaction.
- Data Analysis/System Improvement
- Ensures VHA Patient Advocacy goals, policy and requirements are met by collecting, analyzing, and evaluating relevant data, and preparing reports based on that data.
- Works to identify the elements of clinical or administrative practices contribute to or create an atmosphere for patient dissatisfaction and recommends changes.
- Presents patient issues and data at various facility meetings and committees.
- Works closely with Facility Management to discuss trending concerns that may indicate the need for system improvements.
- Run PATS (Patient Aligned Tracking System) reports for tracking of complaints for designated service lines
- Run PowerBI reports for designated service lines.
- Hours per week: 40
Veteran Experience Officer/Patient Representative
Department of Veterans Affairs
New Orleans, LA
01.2023 - Current
- Patient Advocates are primarily responsible for complaint resolution with service recovery, receiving compliments, working with Service Line Advocates to help resolve issues and concerns and communicating with patients about their experiences of care. Served as Acting Veteran Experience Officer Lead and Coordinator.
- They collaborate with other facility staff in the creation, development and implementation of initiatives and actions that improve the patient experience throughout the organization
- Effective, high-functioning Patient Advocacy is integral to fulfilling the goal of providing Veterans with world-class health care
- Major duties and responsibilities include:
- Complaint Resolution:
- Manages the facility Veteran Centered Complaint Resolution (VCCR) process, including complaint resolution, data capture and analysis of issues/complaints to make system improvements
- Assists Service-Level Advocates (SLAs) and front-line staff in resolving issues and addressing more complex complaints
- Explores all avenues to properly identify the nature and scope of the problem and to initiate appropriate action to expedite a resolution
- Proactively identifies existing or potential problem areas and suggests solutions or alternatives to existing procedures which contribute to these problems
- Patient Representation and Relationship Management:
- Serves as the liaison between the facility, patients, staff, and the community, ensuring Patients understand their rights, in addition to, their responsibilities
- Works directly with health care teams, Service Chiefs, and management to facilitate resolution to problems beyond the capability of front-line staff and participate in resolution of system problems by presenting the patient's perspective of the problem and the desired resolution
- Leads staff in responding to patients' inquiries through multiple VA approved forms of contact (e.g., Inquiry Routing and Information System (IRIS), My HealtheVet, Secure Messaging, E-mail, Phone, Walk-in, Town Halls, etc.), where patients pose questions, complaints, compliments, and suggestions
- Maintains a strong relationship with Veterans Service Organizations and others whose interests are in helping and protecting Veterans, their families, and their representatives
- Serves as liaison with congressional offices, responding directly to their staff assistants on matters involving patient concerns or dissatisfaction
- Data Analysis/System Improvement:
- Ensures VHA Patient Advocacy goals, policy and requirements are met by collecting, analyzing, and evaluating relevant data, and preparing reports based on that data
- Works to identify the elements of clinical or administrative practices contribute to or create an atmosphere for patient dissatisfaction and recommends changes
- Presents patient issues and data at various facility meetings and committees
- Works closely with Facility Management to discuss trending concerns that may indicate the need for system improvements
- Addressed the ability to adjust to changing situations and implementing innovative solutions to make organizational improvements. Pulled and manipulated data that identified root causes of performance issues.
- Trained and tested with multiple data search engines (RAMP, VSSC and SAIL).
- Yellow Belt trained and tested.
- Key member of the Audiology Lean Project.
- Series: 0301 - Grade: 11
- Hours per week: 40
Program Specialist-Customer Service Liaison
Gulf Coast Veterans Healthcare System
Biloxi, MS
06.2022 - 01.2023
- Develops and manages the Service Excellence Program for the Office of Community Care
- Responsible for planning, coordination and evaluation of customer service initiatives and serves as an advisor
- Serve as the liaison for the medical center for Office of Community Care issues. Develops administrative programs, procedures and policies related to medical centers comprehensive customer service program that includes Veteran patients, their families/caregivers and VA staff. Serves as liaison for patient and vendor customer service data gathered for business office and reports regularly to the Chief of Community Care and other leadership
- Lead customer service efforts. Develops annual plan and objectives for process improvement for customer service and patient satisfaction
- Prepare recurring reports, data validation and reports for payment center
- Ensures systematic approach for collection and evaluation of customer service information that is communicated to management
- Work directly with staff throughout VISN 16 and Central Office to apply data to correct problematic process situations
- Develops and coordinates a service recovery program that focuses on resolving complaints/issues
- Resolution will be used to make process improvements
- Assures accountability by defining and communicating customer service expectations to staff and ensure the standards are met
- Review information and apply analytical techniques
- Serves as the liaison between the Veteran/family, vendor, Veterans Board of Appeals, Congressional Liaison, District Counsel, Veteran's Affairs Medical Centers and Consolidated Fee Unit
- Communicates with the Veteran/family, clinical and administrative staff, Veteran's Affairs, private sector to coordinate care of the Veteran
- Identifies problems or answers question about entitlement and services that can or cannot be provided; negotiates VA on behalf of the Veterans; makes appropriate referrals to other services within the VISN or community; provides follow-up to ensure that satisfactory service has been provided. Receives and hears complaints, grievances and other requests for information from patients or from individuals acting on behalf of the patients
- Investigates complaints, initiates action/appeals or charge to rectify the situation and reports corrective measures taken to parties involved
- Monitors and evaluates corrective measures taken
- Responsible for safeguarding and insuring statutory and constitutional rights of patients
- Investigates files, records, personnel or other witnesses where any practice appears to violate patients' rights, entitlement to goods or services which can cause unnecessary delay, discomfort or dissatisfaction to patients, their families or the VISN
- Attend local and national training as it relates to Transition Guidebook
- Demonstrate excellent verbal and written communication skills
- Knowledge of medical center policies, procedures and practices. Knowledge of VISN operations, data sources, reporting requirements that are specific to customer service
- Knowledge of VISTA, CPRS, PATS-R, CRM, HSRM, PPM, Excel, Access, PowerPoint
- Works independently to plan and carry out program operations and determines the course of inquiries reaches conclusions
- Inform medical center leadership of potential adverse publicity
- Maintain current changes to Congressional requirements, VA policy and procedure
- Perform a variety of analytical, technical and administrative work for OCC
- Maintain working relationship with federal, state and local agencies, Veteran service organizations, congressional staff and general public
- Serve as liaison between the medical center and the Chief Business Office Purchased Care program managers
- Knowledge and operate LEAF system for timekeeping and travel purposes
- Coordinated vouchers for reimbursement, arranged travel arrangements including scheduling and planning
- Assist with recruiting staff for Community Care. Volunteered for Job Fair to assist with hiring Medical Support Assistants in Biloxi, MS.
- Series: 0301 - Grade: 9
- Hours per week: 40
Social Science Specialist Crisis Responder
Department of Veterans Affairs/Veterans Crisis Line
Canandaigua, NY
01.2022 - 06.2022
- Responsible for creating, reviewing, and implementing behavioral interventions for disruptive behaviors displayed by VCL contacts
- Analyze Veteran's need
- Input personnel data into VATAS system
- Input and coordinate Veteran data in electronic record
- Maintain accurate and annual training via Talent Management System (TMS)
- Maintain confidentiality of Veteran's records
- Support VCL staff in providing suicide/mental health crisis prevention and intervention strategies
- Coordinating enhanced care and fidelity in the provision of designed behavioral health intervention to ensure the best outcome for these contacts
- Carry out duties and responsibilities on their own initiative using good judgment to make independent decisions
- Triages Disruptive Behavior Reports for unmitigated customer risk, completeness, and baseline program criteria
- Will ensure the Callers with Complex Needs (CWCN) database is accurate and complete at all times
- Reviews, updates, and maintains the Medora Notification system for VCL Disruptive Behavior Flags
- Conflicts, aggregates, analyzes data/information to provide information to supervisor, other clinicians
- Collaborates with internal VCL partners to ensure - interventions are applied appropriately
- Collaborates with external VCL partners to assist with coordination of care needs around disruptive behavior
- Will assist with internal VCL stakeholder trainings
- Uses critical thinking skills to manage and provide interventions for potentially complex, ambiguous, and ethically challenging situations.
- Communicate with a variety internal and external stakeholder, including clinicians including primary care and mental health providers
- Assists program leadership with identification and exploration of special projects
- Participates in Disruptive Behavior Review Team program and case consultation meetings
- Conducts reviews of Disruptive Behavior Reports and implements behavioral interventions as clinically indicated
- Conducts ongoing reviews of implemented interventions to assess effectiveness of the interventions
- Series: 0185 - Grade: 11
- Hours per week: 40
Social Worker Community Discharge Planner
Southeast Louisiana Veterans Healthcare System
New Orleans, LA
04.2019 - 12.2021
- Prepares patients’ discharge by reviewing and coordinating community services necessary
- Participates in weekly multidisciplinary treatment team as part of ongoing assessment of patient needs and plan for discharge
- Provide administrative services for VA in administrative and management processes providing instruction, guidance, oversight, and analysis
- Participate with management to analyze, address issues, resolve problems, and provide recommendations for correcting or improving the organizations overall management
- Daily involvement in census management including coordinating discharge schedule and communicating to treatment team and administrative team
- Assessing patient biopsychosocial stressors (i.e. housing, financial, legal, medical, employment, etc.) and developing a strategy to meet these needs during and after treatment episode
- Facilitating multiple care aspects (case coordination, information sharing, aftercare planning, court related issues)
- Maintains a good working relationship with support networks, government resources, community resources, employers, and referral sources
- Refer Veterans to substance abuse treatment programs
- Prepare discharge for substance abuse patients to return home or to inpatient substance abuse treatment facilities
- Assess for appropriate need for alcohol and drug treatment
- Refer Veterans who experienced Military Sexual Trauma to military sexual trauma group/therapy
- Provides counseling and discharge planning services to patients who are in need of ongoing medical and/or psychosocial care following discharge
- In collaboration with other members of the healthcare team, assesses medical needs of the patient and offers suggestions regarding follow-up care options
- Prepares and updates social work medical records including nature of discharge needs, resources available, patient and family response to recommendations and the final discharge plans arranged
- Directs patients to designated community agencies or resources, as necessary
- Assist staff with PIV activation
- Review personnel security investigation components for the purpose of summarizing issues. Refer Veterans for safe and secure housing
- Ensure that landlords house disabled Veterans are according to Section 504 Rehabilitation Act of 1973
- Ensure disabled Veterans rights are protected
- Preparing managing a calendar and making travel arrangements for senior level management
- Coordinating, distributing and maintaining all correspondence files for Care in the Community program office
- Responding to inquiries and administrative issues independently
- Receiving and screening all correspondence prepared for a senior management/medical center director's signature
- Series: 0185 - Grade: 9
- Hours per week: 40
Social Worker
Southeast Louisiana Veterans Healthcare System
New Orleans, LA
08.2012 - 04.2018
- Responsible for developing strategies to locate and identify homeless veterans who may be eligible to receive healthcare and other services from VA
- Trained new employees on the HUD/VASH program
- Prepare analytical and interpretative reports
- Analyze data for allocation of vouchers
- Formulates and implements policies and procedures
- Provides support to the area, such as management of resources for all patients in need of vocational rehabilitation services
- Responsible for the performance improvement, staff education, clinical research and other functions inherent to the position
- Responsible for the day-to-day activity in all vocational activities planned for patients
- Responsible for initiating and maintaining up to date Memorandums of Understanding and contractual agreements with referring sources in the community
- Work independently, network with homeless veterans to locate and provide outreach services to other homeless veterans
- Responsible for developing innovative methods for gaining trust, eliciting information, and encouraging homeless veterans to utilize the services of the VA
- Provide administrative services for VA in administrative and management processes providing instruction, guidance, oversight, and analysis
- Participate with management to address issues, resolve problems, and provide recommendations for correcting or improving the organization
- Conducts outreach activities to locate very hard-to-reach homeless veterans (those living under bridges, in hut communities, in abandoned cars and buildings, in parks, in bus/train stations, on the streets, etc.
- Attempt to motivate veteran to participate in a variety of rehabilitation programs
- Relates to clientele with a variety of problems including psychiatric, social, alcohol, drugs etc
- Refers veteran and initiates contact with community social services and agencies
- Negotiates with VA and other agencies to accept homeless veterans into rehabilitation and support programs
- Maintains contact with homeless veterans within the VA system to assist them in locating, applying for, receiving and benefiting from resources available within VA and in the community
- Ensure landlords comply with Section 504 Rehabilitation Act of disabled homeless Veterans
- Keeps records of all contacts and activities, documenting workload in CPRS and completing required NEPEC reports.
- Analyze workload data
- Act as a special assistant to the Health Care for Homeless Veterans (HCHV) Program Coordinator performing such duties as monitoring the quality of patient care delivered to veterans in contract residential treatment centers of the Health Care for Homeless Veterans (HCHV) Program, transitional housing facilities of the Grant & Per Diem (GPD) Programs, section 8 housing within the VA Supported Housing (VASH) Program, and veterans receiving care in the Homeless Veterans Dental Program (HVDP)
- Provides assistance to program case managers in areas of performance measures, Northeast Program Evaluation Center (NEPEC) requirements, and The Joint Commission (TJC) & Commission on Accreditation of Rehabilitation Facilities (CARF) standards
- Identifies problem areas for the attention of management
- Make referrals to the housing authority and track all admissions, voucher distribution, and discharge
- Assists with the referral and treatment process for homeless veterans in the Homeless Veterans Dental Program (HVDP), acts as a liaison by networking with community agencies, and assists with HCHV team preparation for CARF
- Acts as lead for Hud/VASH voucher committee
- Develops and applies specialized communication methods to establish rapport with homeless and to obtain required information related to cause and effects of homelessness
- Conducts interviews, uses questionnaires or other measurement instruments, or observes the patient to assess emotional, functional or psychosocial condition for alcohol and drug related problems
- Independently conducts initial screening of patients
- Gathers social, drug, family, and military history, and reasons for referral
- Prepares written assessments based on knowledge of patient’s background and medical history for use by members of the multi-disciplinary treatment team or to develop treatment plans
- Conduct background checks on Veterans
- Serves as liaison with other staff to coordinate a wide array of related special homeless and alcohol and drug programs and initiatives, such as Domiciliary Care, CWT/TR, Supportive Housing, Homeless Providers Grant and Per Diem Program, Stand Down and Homeless Census Counts, etc. to arrange for benefits and services as appropriate
- Compiles and analyzes data concerning homeless program activities and recommends revisions to procedures
- Prepares reports related to program activities for management
- Investigate compliance of Section 504
- Investigates complaints of Veterans Title VI of Civil Rights Act. Coordinates security activities with the other sections in HRMS for employment for veterans
- Series: 0185 - Grade: 9
- Hours per week: 40
Social Services Assistant
Department of Veteran Affairs
New Orleans, LA
06.2010 - 08.2012
- Conduct family and individual assessment to Veterans with severe mental illness (SMI) and post-traumatic stress disorder PTSD
- Work part of a multi-disciplinary team within the Mental Health Service Line that provides couples therapy, family psychoeducation, family therapy and direct services to veterans
- Responsible for interviewing veterans and their family members to provide psychosocial assessments to identify family treatment needs which affect the veteran's psychological adjustment and the function of the entire family
- Responsible for tracking and monitoring system to ensure patients are seen on regular scheduled assessment and treatment sessions
- Assess Veterans who have experienced military sexual trauma
- Refer Veterans to appropriate services for treatment of military sexual trauma
- Prepare correspondence reports for statistical data
- Develop and maintain files on community resources
- Record assessment data in computer data files using the SAS, EXCEL or SPSS data management tools
- Serves as assessment consultant to treatment team members, professional nurses, clinical social workers, psychologists, physicians and employees of community and military agencies
- Provide counseling services to clients who are in need of career and employment references, crisis intervention, crisis management and financial assistance and budget referral to local community agencies
- Provide consultation to staff in reference to the psychosocial needs of patients and the impact of psychosocial problems on compliance of treatment and health care
- Advise and refer Veterans and their families of available benefits with the Department of Veteran Affairs
- Distribute a various amount of information to Veterans and their families on benefits available to them
- Refer clients to other programs and professionals when needed
- Provide psycho-diagnostic testing to veterans with family, substance abuse and domestic violence issues
- Assist veterans on a daily basis with mental health diagnosis and war casualty disabilities
- Knowledge of treatment procedures for mental health and disabilities
- Knowledge of common medications, medical terminology and their side effects
- Conduct outreach services within the community and military facilities to familiarize community of the services offered to veterans and their families with combat related issues
- Assist with coordination of VA Open House, Yellow Ribbon Event for returning service members and Grand Opening events at Naval Air Station in Belle Chasse
- Utilize fact-finding and analysis in solving management and clinical application problems
- Analyze workload data including conducting studies, monitoring reports and using a wide range of methods and procedures to assess organizational elements
- Identifies problem areas requiring the attention of management
- Participates and advises on programming requirements
- Investigate compliance of Section 504 for Veterans and their families
- Investigates complaints of Veterans Title VI of Civil Rights Act
- Coordinates security activities with the other sections in HRMS for employment for veterans
- Refer Veterans to substance abuse treatment programs
- Prepare discharge for substance abuse patients to return home or to inpatient substance abuse treatment facilities
- Assess for appropriate need for alcohol and drug treatment
- Series: 0186 - Grade: 9
- Hours per week: 20
Family Program Support Assistant
Department of Army
Belle Chasse, LA
02.2010 - 05.2010
- Analyze social environment and impact of social policies upon Army families
- Provide community organization services
- Plan, maintain and update ongoing system of information and referral for use by Army families
- Prepare and disseminate information to family members in subordinate Commands on benefits and entitlements
- Conduct seminars and conferences
- Conduct needs assessments to identify other programming needs
- Assist and refer victims of domestic violence
- Provide family resources for victims of sexual assault and domestic violence
- Hours per week: 40
New Parent Support Home Visitor
Zeider's Enterprises
Virginia Beach, VA
05.2008 - 12.2009
- Promote resilient families and healthy parenting attitudes and skills to prevent child abuse and neglect and domestic abuse within the DoD. Identify expectant parents and parents of children from birth to 3 years.
- Perform support services via home visits and classroom settings designed to provide psychological and educational support to parents of children ages zero to five to include education in: positive parenting skills, promoting healthy pregnancy, promoting positive parent-child attachment behaviors, recognizing newborn infant cues/behaviors, and promoting effective couple communication in order to promote healthy relationships and prevent family violence.
- Provide information and education on services and resources available. Refer parents to appropriate military and civilian agencies for assistance and support for: assessment of at-risk behaviors, enhancing the parents' role in parenting a newborn/child, role modeling and mentoring, and any medical concerns.
- Plan, develop, and implement programming designed to build and enhance strengths that individuals and families bring to the parenting role to enhance parent-child attachment.
- Conduct standardized screenings and assessments of families receiving services and collaborates with related agencies to offer appropriate and necessary services.
- Travelled to complete work assignments, primarily home visits, and conduct or attend training, conferences and meetings.
- Hours per week: 40
Education
Master's degree - Community Counseling
Norfolk State University
Virginia Beach, VAMaster's degree - Social Work
Southern University of New Orleans
New Orleans, LA05-2017
Technical or occupational certificate - Human Resources Management
Columbia Southern University
Orange Beach, AL05-2012
Bachelor's degree - Psychology
University of Southern Mississippi
Hattiesburg, MS12-2001
Associate's degree - Human Services
Gulf Coast Community College
Gautier, MS05-1997
Skills
- Work coordination
- Report writing
- Strategic planning
- Innovation and creativity
Accomplishments
- Collaborated with team of 10 or more in the development of Audiology.
Language skills
English Spoken: Advanced | Written: Advanced | Read: Advanced
Timeline
Acting Lead Veteran Experience Officer
Department of Veteran Affairs
08.2024 - Current
Veteran Experience Officer/Patient Representative
Department of Veterans Affairs
01.2023 - Current
Program Specialist-Customer Service Liaison
Gulf Coast Veterans Healthcare System
06.2022 - 01.2023
Social Science Specialist Crisis Responder
Department of Veterans Affairs/Veterans Crisis Line
01.2022 - 06.2022
Social Worker Community Discharge Planner
Southeast Louisiana Veterans Healthcare System
04.2019 - 12.2021
Social Worker
Southeast Louisiana Veterans Healthcare System
08.2012 - 04.2018
Social Services Assistant
Department of Veteran Affairs
06.2010 - 08.2012
Family Program Support Assistant
Department of Army
02.2010 - 05.2010
New Parent Support Home Visitor
Zeider's Enterprises
05.2008 - 12.2009
Master's degree - Social Work
Southern University of New Orleans
Technical or occupational certificate - Human Resources Management
Columbia Southern University
Bachelor's degree - Psychology
University of Southern Mississippi
Associate's degree - Human Services
Gulf Coast Community College
Master's degree - Community Counseling
Norfolk State University
Job-related training
- Volunteer as a member for Southern Alumni for Recruitment and Retention.
- Volunteer as a member for Mystic Krewe of Feme Fatale for Membership and Enrollment.
- Lean Six Sigma (Yellow & Green Belt Training) 2019
- ASSIST Suicide Training 2019
- Rapid Process Improvement Workshop 2014 SLVHCS
- Case Management 3/08
- AFGE Union Steward Training (New Orleans, LA)
- Former AFGE Union Steward
- Diversity Training (SLVHCS)
Additional information
- Currently serving on the SLVHCS Workforce Strengthening Committee
- Currently serving on the Coordination of Care/Community Care Oversight Committee
- Currently serving as Treasurer on the Medical Center Director's Employee Association Committee Currently serving on the Women's Veteran Committee
- Earned a Performance Award for ending Veteran Homelessness January 2015
- Investigated federal employee complaints of management issues, violation of labor laws, time and attendance and wrongdoing.
- Received a monetary award for ending Veteran homelessness January 2015
- Earned an Outstanding Performance Evaluation as a Social Work Associate 2015
- Fact Finding Investigator for SLVHCS Risk Management
- Recruiter for Workforce Recruitment Placement
- Microsoft Word, Powerpoint, Windows, Excel
- 50wpm-Typing Speed
- Conducted an infomercial for the Department of Navy for the Safe Sleep for Babies program for Veterans and Active Duty Service Members.
- CPRS
- Volunteer with the Veteran Affairs Homeless Stand Down (2011).
- Volunteer with Veteran Expo Open House with Dept. of Veteran Affairs (2011)
- Volunteer with Liberty House ( Homeless program for pregnant girls) 2011.
- Volunteer with Christians Living for Christ Housing Foundation for Homeless 2012.
- Performance Monetary Award 12/2019
- Performance Monetary Award 9/2020
- Received Excellent Performance Rating for 2020
Performance Award 2026-Outstanding
Received Performance Award rating of Outstanding for FY 2025.