Following consultation with VA officials and members of the BVA Board of Directors, National Legislative Director Lea Rowe put together a few suggestions to help BVA members maximize the quality of responses they should receive from the Department of Veterans Affairs (VA) Blind Rehabilitation Service when seeking VA services. 

To blind and low vision veterans, access to timely and effective care is paramount. We understand that navigating health care can sometimes be challenging, and we want to ensure that you know the most efficient ways for your vision-related issues to be addressed by your Visual Impairment Services Team (VIST) Coordinator. 

A Direct Line to Your VIST Coordinator 

The most direct and recommended method for communicating with your VIST Coordinator is by sending them a private message through the VA’s online portal (VA.gov). Additionally, you can also send secure messages through the VA Health and Benefits application on your mobile device, even without an internet connection once downloaded. This method offers several advantages, providing a clear, documented channel for your concerns and requests. Your message goes straight to your VIST Coordinator, allowing for a personalized and focused response. All messages sent through the portal or the app are recorded, providing a clear history of your communications. This can be invaluable for tracking progress and ensuring accountability. VA has a clear policy in place: all private messages sent to VIST Coordinators through the portal or the app are required to be addressed within 72 business hours. This ensures a prompt response to your inquiries, whether you have a question about appointments, equipment, benefits, or any other vision-related needs. 

What Happens If You Don’t Hear Back in 72 Hours? 

We understand that sometimes, despite the best intentions, a response might be delayed. If you do not receive a reply from your VIST Coordinator within 72 business hours, your message will automatically escalate within the system. This built-in safeguard is designed to ensure that no veteran’s communication goes unaddressed. The escalation process is a critical part of the system to ensure that your needs are met in a timely manner. 

Monitoring and Accountability: BVA’s Role 

For added oversight and to ensure that the system is working effectively, BVA has the ability to request reports on how many issues have had to be escalated through this messaging system. This data helps BVA monitor the responsiveness of the system and become an advocate for any necessary improvements, ensuring that our blind and low vision veterans receive the high level of care and communication they have earned because of their service. 

How to Send a Private Message to Your VIST Coordinator 

If you haven’t used this feature before, we encourage you to log into VA’s online portal at VA.gov or download the VA Health and Benefits app on your mobile device. Explore the messaging options. Look for sections related to secure messaging or those contacting your care team. If you encounter any difficulties, do not hesitate to reach out to your local VA facility for assistance in navigating the portal or the app. By utilizing this direct messaging system, you are empowering yourself with a clear and efficient way to communicate your needs. We are committed to ensuring that you receive the care and support necessary to live full and independent lives.