Program Analyst Veterans Affairs

Megan Hekman Miller

High Point, NC

Mobile: 336-***-****

Email: ***********@*****.***

Work Experience:

Dept. of Veterans Affairs

*/**** – 2/2025

Washington, D. C.

Management and Program Analyst (Studies and Analysis Analyst) (GS 14)

Researched benefit delivery systems and goals through literature review and data analysis. Served as subject matter expert on congressionally-mandated interagency research projects to quantify impacts of legislation and prepare forward-thinking practices to provide healthcare and benefits, and reduce health risks experienced by service members and Veterans exposed to hazardous substances. Analyzed cost-impacts of changing evaluation metrics. Identified inefficiencies in benefit delivery outcomes and proposed remediating actions.

Dept. of Veterans Affairs

7/2024 – 9/2024

Washington, D. C.

Management and Program Analyst (Implementation Analyst) (GS 13)

Served as subject matter expert for VA compensation regulations (38 CFR Part 4). Advised on interpretation of regulation and proposed changes. Shepherded implementation of changes through coordination with and direction to the Federal Register to include public comments, Office of Management and Budget (OMB), business process/ software updates and user testing, employee training, press releases and external inquiries, vocational and disability indexing, compensation examiners, and representatives from the White House.

Dept. of Veterans Affairs

10/2018 – 7/2024

Winston Salem, NC

Rating Veterans Service Representative (RVSR) (GS 12)

Analyzed and adjudicated compensation claims with exceptional quality, applying regulations primarily from 38 CFR 3 and 38 CFR 4 to rate complex claims such as for Traumatic Brain Injury (TBI) and Parkinsonism. Maintained current knowledge of changing laws, regulations and procedures to include new presumptive conditions and theories of service connection such as in the PACT ACT and claims based on fine particulate matter (38 CFR 3.320). Acted as Hearing Officer for pre-decisional hearings regarding proposed reductions and compensation discontinuance. Identified errors in development or in prior rating decisions, and directed remedial action by Veterans Service Representative (VSR), or generated new rating decisions to correct the deficiency. Coordinated with Veterans and their representatives to maximize compensation and benefits awarded. Mentored junior RVSRs.

Dept. of Veterans Affairs

08/2009 – 08/2018

Winston Salem, NC 27155

Assistant Veterans Service Center Manager (AVSCM) (GS 14)

Assistant division chief for the third largest Regional Office in the country. Acted as Outreach Coordinator and public affairs officer (PAO), organizing large scale outreach events with external stakeholders such as Congressional Representatives, Veterans Service Organizations, state/county officials and local nonprofits. In FY2017, these events generated more than $2 million in retroactive awards immediately payable and served thousands of Veterans. This position includes coordination with partners, as well as creation of communication methods like flyers, websites, press releases and written communications.

Oversaw the Public Contact, correspondence and outreach missions for the Veterans Service Center, to include personal coordination with Congressional offices and management of high profile and high priority claims such as for terminal Veterans, military sexual trauma claims and claims from the Special Operations Veteran community. Organized and delivered annual benefits training to congressional offices. Interviewed and assisted Veterans to identify compensation needs, as well as resolve processing errors and delays. Launched an Action Plan for Homeless Claims management to include a new Standard Operating Procedure, training, and new tracking tools that garnered a greater than 10-day reduction in timeliness within two months of implementation. Recognized for this support of Veterans in need by the US Special Operations Command.

Served as Public Affairs Officer for the Regional Office, to include multiple written and on-camera interviews regarding claims processing, national initiatives and claim file storage concerns in the building. Represented the Regional Office at the Governor’s Committee including a video-taped briefing, and spoke on behalf of VBA at the 2016 and 2018 Women Veterans Summit and Expos in addition to serving on the organizing committees.

Led successfully multiple national missions for the Winston-Salem Regional Office to be the best in the organization, to include the Benefits Delivery at Discharge (BDD) Rating Activity Site (RAS), the large Integrated Disability Evaluation System (IDES) intake sites at Camp Lejeune and Fort Bragg, and the post-BDD paperless processing triage and development team. Achieved notable successes towards productive and timeliness goals in BDD, IDES and the paperless unit despite staffing shortfalls and increasing receipts. These operations encompass mail rooms, triage, a capture unit, development, rating, and authorization.

Maintained responsibility for the supply, travel and overtime budgets of the Veterans Service Center during multiple fiscal years to include comprising oversight of millions of dollars. Prepared successful justifications for additional funding and expenditures. Responsible for timekeeping in the division of 730 employees, to include posting of leave, FMLA, attendance, credit time, suspensions, administrative leave, union time, leave without pay, and overtime as well as supervising the timekeepers and coordinating with Support Services Division. Led timecards to be posted in advance of deadline days with minimal corrections needed; there have been no major pay errors in many years and enhanced record-keeping.

Participated in analysis and investigation in support of Office Inspector General (OIG) reviews of Compensation, as well as of Worker’s Compensation Claims. Represented the Regional Office in site visits from various outside agencies to include Representatives, Senators, GAO, OIG, VBA Chief of Staff, Compensation Service, Undersecretary for Benefits, Benefits Assistance Division, the North Atlantic District, and STAR staff.

Conducted investigations and fact findings, and responded to personnel complaints and grievance by thoroughly researching related regulations and laws and consulting with AFGE, Human Resources and Regional Counsel staffs. Coordinated and cooperated with Federal Protective Service (FPS), Federal Marshalls and local law enforcement when addressing suspected criminal activity at the office, safety threats, medical emergencies and suicide prevention. Acted as requestor, interview, recommending official and selecting official in the completion of numerous hiring actions based on merit principles. Served on national workgroup to develop Military Services Coordinator performance standards. Coordinated with labor union AFGE regarding personnel actions, investigations, changes to working conditions, evaluations and conduct actions. Succeeded in planning for staffing needs and succession planning, to include training plans and paths for promotion. Drafted, negotiated with local union and implemented new local performance plans for multiple positions to ensure fairness and accountability.

Oversaw training of new adjudicators (VSRs and RSVRs) and their preparation for full performance of duties. Revised training procedures to maximize practical application and real-time feedback with positive feedback from trainers and trainees.

Realigned the triage/mailroom unit into an Intake Processing Center (IPC) in accordance with Transformation guidance. This major initiative to increase efficiency and streamline operations included all new supervision, training of the nearly 75% new staff, and creation of new processes and procedures to support Transformation as well as the new scanning and electronic claims processing (VBMS) while also maintaining the paper and PLCP claims processing modes. Greatly improved the control and timelines of the thousands of pieces of mail incoming monthly. Eliminated backlog situations and instilled a culture of transparency for work flows as well as employee accountability instituted.

Directed the brokering efforts towards Claims Prioritization throughout 2013 and 2014 for a total of nearly 30,000 claims in varied stages of development to approximately 30 different regional offices. Ensured continued coordination and oversight of claims jurisdiction with brokering sites and national mission offices, as well as resolved technical challenges with paperless brokering that inhibit claim completion and tracking.

Oversaw the Freedom of Information (FOIA) operations, Records Management Officer and the Privacy Officer for the Regional Office. Managed the local file relocation of half of the claims folders in the building to temporary storage, as well as their return and installation in new filing systems. Oversaw four successful and timely file relocations to federal archives and VA storage to encompass more than 100,000 claims folders. Organized the first-ever paperless file relocation to the Records Management Center, including planning, estimates of costs from supplies and lost productivity, and follow-up actions such as communications and instructions to the nation. Supervised the emergency relocation of 14,000 claims files following a flood on premises, their remediation and return to filing systems.

Oversaw multiple renovation, move and construction programs in the office, to include working with contractors, GSA and finance divisions. Drafted and approved Statements of Work for contractor bids. These multi-stage projects were successful in improving the working conditions, aesthetics and efficiency within the cost and time constraints.

Supervised remote teams at Fort Bragg, Cherry Point and Camp Lejeune and made many oversight site visits. Established three new IDES (med board) operations concurrently on time and within regulation, including creation and coordination of Memoranda of Understanding and Matrices. This achievement required collaboration with multiple military treatment facilities, the Office of Field Operations, Southern Area, VHA, QTC, Regional Counsel, Region 5 for Information Technology, and the Winston-Salem Director’s Office.

Participated as a subject matter expert in conferences and calls for Virtual VA, BDD and IDES such as the weekly DBQ calls, monthly pre-discharge calls, bi-monthly Chief of Staff calls and invited to serve at the Navy PEBLO training conference.

By invitation, taught multiple sessions and aspects of Supervisory Management Training (SMT), as well as serving as a mentor for local and national leadership programs such as LEAD and LEAP. Researched and taught numerous local leadership/supervisory courses within the Regional Office.

Served a detail with regional management office for Southern Area, and on national workgroups relating to revisions in the pre-discharge and IDES operations.

Served as Acting Veterans Service Center Manager (VSCM) on multiple extended occasions, including during the final month (June 2013) of the two-year old Claims Prioritization project in which the Regional Office completed its assigned workload ahead of schedule. In addition, led the brokering project to ship more than 12,000 active paper claims files to multiple other regional offices within a two-week time frame in support national goals. As VSCM, performed workload management and personnel actions required.

Dept. of Veterans Affairs

06/2008 - 08/2009

Winston Salem, NC

Supervisory Veterans Service Representative (Coach) (GS13)

Supervised a multi-functional team consisting of national mission Benefits Delivery at Discharge (BDD) employees dedicated to both development and authorization of BDD claims, as well as other employees assigned to post-BDD paperless claim triage, development, rating, authorization and appeals.

Created numerous workflows and processes to adapt to changing regulations in BDD and the paperless initiative, trained employees and communicated these procedures to senior leadership.

Trained intake site personnel to ensure quality development of claims in support of production and timeliness goals.

Analyzed receipts, trends and intake site quality in support of recommendations for modification of regulations and procedures.

Wrote numerous white papers detailing the impact of the paperless pilot and other operational aspects of the Rating Activity Site to include goal-setting, productive capacity expectations, and needed enhancement to performance tracking tools such as VACOLS and VOR.

Served as primary point of contact and subject matter expert for local use of software Virtual VA, to include coordinating with Information Technology leadership regarding system failures and outages, notifying the Deputy Undersecretary about operational deficiencies, and hosting the help team to aid in resolving infrastructure shortfalls.

Dept. of Veterans Affairs

05/2006 - 06/2008

Winston Salem, NC 27155

Supervisory Veterans Service Representative (Assistant Coach) (GS 12)

Served as OIF/OEF Manager, tracking and expediting this workload as well as conducting outreach and liaison activities.

Supported station goals through deliberate workload management and monitoring, including meeting goals for production, inventory and timeliness on development, rating board and appeals teams.

Selected as the coordinator for Vietnam "blue water" Agent Orange claims, providing training to employees, tracking the workload and reporting on claim inventory progress.

Performed supervisory duties such as direction of work, approving leave and overtime.

Dept. of Veterans Affairs

11/2003 - 04/2006

Winston Salem, NC 27265

Program Analyst (PA) (GS 9, GS 11)

Analyzed benefits processing trends and operations, measured station performance and proposed solutions to noted deficiencies. Prepared claims for submission to the Systematic Technical Accuracy Review (STAR), reviewed errors and coordinated rebuttals, and shared results with teams for training purposes. Ensured regulatory compliance by researching requirements, devising and implementing new procedures and routine monitoring.

Provided assessments and data to senior leadership, supervisors, Central Office and external stakeholders such as congressional liaisons, the press and veterans service organizations.

Researched alleged acts of fraud to support prosecution and the recovery of improper payments in conjunction with the Office of the Inspector General and US Attorneys.

Trained veterans service organizations in VA procedures and regulations (TRIP training.)

Tracked and evaluated employee performance, granting systems access, and processing personnel paperwork such as promotions, awards and resignations.

Dept. of Veterans Affairs

03/2002 - 11/2003

Winston Salem, NC 27155 US

Veterans Service Representative (VSR) (GS 7, GS 9)

Selected for detail as program analyst for Veterans Service Center Manager with duties including organizing management-level communications, running reports and ensuring compliance with deadlines.

Chosen as case manager of sensitive (high profile and veteran-employee) claims due to quality of development, attention to detail and professional discretion.

Served as research specialist to verify veterans' historical accounts in support of service-connection claims for Posttraumatic Stress Disorder (PTSD.)

Led team that reduced inventory of claims older than one year, earning a cash award for these efforts.

Trained peers on complex claims processes, communications to veterans and performed quality review of development. Adjudicated claims for compensation and pension, including evidentiary and statutory review and advising claimants of legal rights.

Wachovia Exchange Services

08/1999 - 03/2002

Wachovia Bank NA

Winston Salem, NC

Banking Officer/Exchange Specialist

Managed and conducted operations of trust program holding in excess of $55 million in assets, including trust administration, contract writing, advertising, sales and customer service.

Administered Qualified Intermediary accounts from the initial sale contact to the preparation of contracts, monitoring banking and IRS regulations, customer and advisor communications and fiduciary responsibilities. Maintained a rating of 100% in Customer Satisfaction.

Developed and implemented new training procedures, trained new employees, monitored their development and facilitated continuing education for the staff.

Education:

Drexel University

MBA 2007

Wake Forest University

Bachelor's Degree – 1999 Magna Cum Laude

Travel Abroad semester in Dijon, France (1998)

Job Related Training:

Leadership

Leadership VA (LVA) class of 2015

Mentor: Leadership Development Program (LDP) (classes of 2012, 2014)

Division Leadership and Management Training (DLMT) (August 2012)

Mentor: LEAD (classes of 2010 and 2016)

Introduction to Leadership (2008)

LEAD (class of 2008)

Leadership Development Program, Winston-Salem Regional Office (class of 2004)

Program Manager & Trainer: Winston-Salem Leadership Development Program

Trainer: TRIP training for Veterans Service Officers

Human Resources & Safety

DEI Awareness Professional certification by LinkedIn Learning (2024)

Whistleblower Rights & Protection

Prohibited Personnel Practices

Reasonable Accommodation (2015-2018)

VA/AFGE Master Agreement Training conference (2011)

Championing Diversity (2011)

USERRA, EEO, Diversity and Conflict Management

Workplace Violence

Creating Labor Management Forums

Workload Management & VBA Operations

Challenge Training (RVSR) 2018-2019

Management Analyst Detail: Southern Area Office (June-July 2010)

National Workgroup: Pre-discharge (2012)

Workload Management (2009, 2017)

National Workgroup: Military Services Coordinator Performance Standards (2014)

Management Analyst centralized training (2004)

Citizenship: United States of America

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