120
Statistical Information
VOLUME
Visitors: Since 2008, walk-in traffic has increased more than 46% , due to several factors:
Soldiers returning from Iraq and
Afghanistan are discharging from
the military.
Reservists and National Guard
members are being deactivated
and seeking benefits.
As Korea and Vietnam veterans
age, their health declines and they
seek more benefits and services.
Increase in collaborative events
with other County departments,
including DBH, DAAS and TAD, has resulted in a greater number of client referrals.
Phone Calls: The number of phone calls for the same period has increased more than 14%, while the
number of office assistants (OAs) answering phones has decreased from five to four. The department as a
whole now averages more than 200 phone calls per day. OAs answer general information calls, allowing
Veterans Service Representatives (VSRs) more time to see clients and manage cases.
12.113.3
15.9
16.3
17.9
20.4
20.6
22.0
23.1
26.3
30.2
34.2
34.0
39.9
42.1
44.5
45.8
39.1
47.7
48.3
20
25
30
35
40
45
50
10
12
14
16
18
20
22
24
26
28
30
2004200520062007200820092010201120122013
P
h
o
n
e
C
al
ls
(
in
th
o
us
an
ds
)
W
al
k-
In
s
(i
n
th
o
us
an
ds
)
Year
Veterans Affairs Client Trends
Walk-Ins