Tomah VA Medical Center

VA Police secretary Dawn Linder always has a smile for customers at the Police service window.

Tomah VA Police secretary Dawn Linder has made quite an impression on the new chief. 

“I’m new to the VA,” said Police Chief Roberto Obong.  “I needed to learn the VA way.  Dawn has been invaluable not only in teaching me, but keeping this department together during the transition.”

Linder is relatively new to the department herself.  She will have completed 11 years of service with the VA this July, only four of which are with the Police.

“I started out as a pharmacy technician, then onto medical supply support,” remembers Linder.  “Then I was a part-time phlebotomist in the morning and secretary for the Police in the afternoon.  When the opportunity came to work full-time for the Police Department I jumped at it.”

In 2010, she has done much more than help the new chief learn the ropes.  Her award nomination packet highlights some remarkable achievements:

 

INNOVATION:

• Developed a new streamlined process in order to efficiently conduct all sustainment training for all Police Services Staff pertaining to vetting of all employees, contractors, and facility affiliates.
• Introduced a “system redesign” on the PIV process to meet deadlines, co-requisites and beyond. 
• Applied paperless initiative which saved Police Service $3300 in yearly budget for FY 2010

 

PERFORMANCE:

• Accomplished all administrative functions and beyond.
• Tracked and resolved three year back logged Patient Records Flag in less than six months.
• Communicate all aspects of administrative and technical matters to all Police Service personnel in a timely fashion and at times way ahead of schedule.
• During the OS&LE site inspections, she received praised by the Inspector due to her initiative and action in making sure the RCS10-1 file was flawless.
• Her aptitude to take on more responsibility beyond her position description in the truest sense is unselfish, which shows OUTSTANDING COMMANDING LEADERSHIP and reflects great credit upon herself and the Department of Veterans Affairs.

 

CUSTOMER SATISFACTION:

• Her accomplishments were distinguished by her performance which gives all the customers the satisfaction they deserve.
• She ensures all customers and/or Veterans are treated with dignity and respect and are cordially greeted in a professional and personal note.

• The feedback from the Veterans and their families on the service of the Police Secretary by far exceed our standard.

 

RESULTS:

• 100% customer service and satisfaction.
• Continuous flow of communication and efficiency of Tomah Police Service and the Medical Center.
• Increased productivity and streamlined the processes vetting, PIV, access security and access cards in Tomah VAMC and all respective Community Based Outpatient Clinics located in five different counties.

 

“I’m very proud to work for this department,” said Linder.  “Our police officers have a lot of interaction with Veterans and are fantastic ambassadors for the VA.”