Previously limited to Veterans injured after September 11, 2001, PCAFC expanded eligibility to include Veterans of all eras. The change significantly increased application volume and added pressure to maintain accurate and timely eligibility reviews. More than 2,400 staff members required rapid onboarding to new program policies and processes. Simultaneously, VA needed to deliver mission-aligned coordination and communication to program applicants, caregivers and external partners including Congress and Veterans Service Organizations.
To support this expansion, VA partnered with Aptive to deliver efficiency consulting, operational performance support and national training coordination.
Aptive developed a standardized, data-informed process to evaluate PCAFC applications. This process improved consistency in eligibility decisions and reduced variation across the country. The team collected national metrics to identify improvement opportunities and created webinar content to guide field offices in optimizing application review workflows.
Aptive and VA created a centralized policy framework to guide PCAFC implementation. This framework included refreshed standard operating procedures, directives, templated responses and a comprehensive field guide to help personnel understand and apply updated processes.
To ensure consistency in implementation, Aptive designed training plans, course materials and curricula. These resources were delivered through multi-day virtual conferences and live instruction for more than 2,400 VA employees. Aptive also supported onboarding for 40 new program leaders, including the national executive director and regional assistant directors.
To support internal agency coordination and external communication, Aptive developed a full suite of messaging tools. Deliverables included press releases, internal briefs, talking points, videos and printable materials. The team monitored web traffic, social activity and user engagement to refine information delivery and optimize reach.
As PCAFC expanded, Aptive helped VA maintain service continuity, train staff and guide policy updates without disruption. VA improved eligibility accuracy, launched a sustainable training cadence and enhanced public understanding of the program.
Ongoing feedback from more than 1,000 VA personnel informed monthly training sessions focused on addressing field challenges and improving consistency. In parallel, VA expanded its caregiver listserv by 37,000 subscribers in 12 months, strengthening its ability to deliver timely and relevant updates to its national caregiver community.
Through this support, CSP sustained high-quality services for caregivers while managing a complex program expansion aligned with Congressional directives and VA’s mission to serve those who care for Veterans.
