Compassionate Care Creates a Change of Heart

Operation: Veteran Connect volunteer helps a veteran learn how to access VA benefits and health information online.

Sometimes the biggest breakthroughs begin with patience, compassion, and someone willing to listen. When veteran Joe resisted learning how to access his VA benefits online, Operation: Veteran Connect volunteer Kitty met his frustration with understanding instead of pressure. Through kindness, humor, and genuine care, she helped him gain confidence, opening the door to easier access to vital health information and support.

Our volunteer Kitty helps veterans learn how to use the internet to access and track their VA benefits in the Veteran Service Office (VSO). When she offered to help Joe create his account, Joe abruptly responded, "No, and I don't want one! I am old school and I like to get real people's help, that's why I'm here!" That’s how it goes with volunteering sometimes; people can be stubborn!

Kitty shared, "While Joe was waiting on the VSO officer, he was in eyesight of me. I was helping another veteran register for an account and made the process easy and fun. There was lots of laughter as I explained how to see medical records, drug prescriptions and notes from doctors. I could tell Joe was intensely listening, and I was praying that the training would impact and reverse his decision." 

After waiting 40-minutes for his appointment with the VSO, Joe approached Kitty to say, "I think I could do that; I won't promise to use it, but I will let you set me up for an account." Kitty said, "Fair enough, let's do, this". They laughed through the whole process, and Joe was so apologetic for his initial reaction. Now, Joe has easy access to medical information to improve his health and well-being. 

Operation: Veteran Connect volunteers are veterans or military family members who speak the language of service. They understand the struggles veterans, like Joe, face and provide the patient, compassionate care veterans deserve.