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  • 1

    ADR USE IN THE INFORMAL EEO PROCESSADR OFFERS, ADR PARTICIPATION, AND RESOLUTION RATE

    COMPARISON CHARTSFY-07 AND FY-08

    Introduction

    The Office of Resolution Managements goal is to work with all administrationsand staff offices to prevent EEO complaints. However, when complaints can notbe avoided, ADR is a more efficient, effective, and satisfying way to address theunderlying causes than allowing the EEO process to run its course. Thru directcommunication and a neutral third partys assistance, VA employees andmanagers can better understand and bring closure to the issues that led to thecomplaint. Early resolution conserves VAs limited resources because itminimizes the time VA employees and managers spend engaged in the EEOprocess and maximizes the time spent serving our ever increasing veteranpopulation.

    The data presented in this report represents the impact of using ADR during theinformal stage of the EEO complaint process. We hope that you will carefullyreview the information and develop action plans, where necessary, to furtherimprove the use of ADR in FY-09. VAs Workplace ADR Program is available toassist in reviewing ADR programs and offering recommendations and support onhow they can be more effective.

    Analysis

    Three significant areas are depicted in the charts provided; ADR offers, ADRparticipation, and resolution rate.1

    ADR Offers represent the percentage of informal EEO complaints inwhich VA offered the aggrieved person an opportunity to participate inADR versus traditional counseling.2

    ADR Participation represents the percentage of informal EEO complaintsin which both VA and the aggrieved person agreed to participate in ADR.3

    Resolution Rate represents the percentage of informal EEO complaintsthat did not proceed to the formal stage.

    1 References in the charts to NA reflect no complaint activity at that location during the FY.2 Where ADR offers are less than 100%, a contributing factor could be that in some cases anaggrieved person withdraws their informal complaint before the VA organization is notified of thecomplaint and given an opportunity to offer ADR.3 Within VA, labor must also agree to ADR when a bargaining unit employee is involved.

  • 2

    In FY-07, VAs ADR offer rate was 64%. The ADR participation rate was 26%,and the resolution rate was 50%. In FY-08, VAs ADR offer rate increased to76%. The ADR participation rate rose to 46%, and the resolution rate was 55%.The Equal Employment Opportunity Commission (EEOC) publishes an annualreport on the Federal workforce which provides government-wide statistics thatFederal agencies are encouraged to use for benchmarking. In FY-07, thegovernment-wide average for ADR offers was 80%, ADR participation 48%, andthe resolution rate was 55%.

    In this report, we use these government-wide averages as goals to assess thelevel of success that each administration, and VA as a whole, has had at meetingor exceeding these targets. Where an organization is below the target, weencourage you to develop ways to move closer to the goal in FY-09.

    Data on ADR offers and participation was extracted from VAs ADR trackingsystem (ADRTracker) and information on resolution rate was extracted fromORMs Complaints Automated Tracking System (CATS). The data provided isbased on information available as of October 31, 2008.

    FY-08 ADR Initiatives

    As noted above, during FY-08, VA made outstanding progress in increasing theuse of ADR and moving towards the EEOCs goals for Federal agencies. VAsWorkplace ADR Program worked closely with ORM field offices and VAadministrations and staff offices to promote the use of ADR.

    Outreach and training was conducted nationwide to educate employees,managers, and labor unions about their organizations ADR programs andpresent the benefits of using ADR.

    A VA-wide database was developed for all EEO managers and ADRcoordinators to better track EEO complaints and ADR use.

    ORMs complaint processes were reviewed and input sought from theadministrations on how ADR offers could be more promptly obtained andagreements to engage in ADR more expeditiously scheduled andcompleted.

    Memoranda of Understanding (MOU) were established to improve theprocess by allowing ORM counselors to immediately offer ADR to theaggrieved party at the following locations:

    o National Cemetery Administration.o Veterans Benefits Administration, Cleveland, Oakland, and

    Pittsburgh Regional Offices.o Veterans Health Administration VISNs 1, 4, 9, 16, 17, and 22 and

    VISN 8 facilities in Gainesville/Lake City, Orlando, and Tampa.

    The MOUs played a large part in VAs success as you will see from the resultsbelow.

  • 3

    FY-08 ADR Accomplishments

    Department-Wide

    Across the board increases were seen:

    ADR offers increased by 12%. ADR participation increased by 20%. Resolution rate increased by 5%.

    NCA

    Because of a nationwide MOU on ADR, NCA was the only administration to:

    Meet EEOCs goals for ADR offers, participation, and resolution. MSN 3 is recognized as the only Network to meet EEOCs goals for ADR

    offers, participation, and resolution as well.

    VBA

    ADR use improved:

    VBA met the EEOC goal for ADR participation. Area 3 is recognized as the only Area to meet EEOCs goals for ADR

    offers and participation.

    VHA

    ADR achievements were seen:

    VISNs 1, 8, 9, and 22 are recognized as the only VHA Networks to meetEEOCs goals for ADR offers, participation, and resolution; all have MOUswith ORM.

    ORM sees the ADR MOUs established in FY-08 playing a key role in efforts tocontinue reducing formal EEO complaints in FY-09. The chart below furtherexpands on this concept and statistically supports the theory.

  • 4

    MOUsestablished in

    VISNs 1, 4, 8, 9,16,17, and 22 in

    FY08

    1561 InformalContacts

    55% Resolution Rate(Formal complaints avoided)

    VHA MOU VISNs

    52%Participatedin ADR

    85%OfferedADR

    Non-MOU VISNs2, 3, 5, 6, 7, 10,11, 12, 15, 18,19, 20, 21, and

    23

    2045 InformalContacts

    47% Resolution Rate(Formal complaints avoided)

    42%Participatedin ADR

    72%OfferedADR

    VHA NON-MOU VISNs

    80%government-wide average

    48%government-wide average

    55%government-wide average

    Conclusion

    We look forward to collaborating with all VA organizations in FY-09 and welcomeyour ideas and suggestions on how ADR can play an even larger role inpromoting organizational health and high levels of satisfaction and productivity inVA.

  • Department-wide

  • 0%

    10%

    20%

    30%

    40%

    50%

    60%

    70%

    80%

    90%

    Department of Veterans AffairsFY-07 & FY-08 ADR Offers

    FY 07 64% 65% 62% 63% 46% 36%

    FY 08 76% 77% 69% 84% 57% 58%

    Department-wide Veterans Health Veterans Benefits National Cemetery Central Office Canteen

    80% Government-Wide Average

  • 0%

    10%

    20%

    30%

    40%

    50%

    60%

    70%

    Department of Veterans AffairsFY-07 & FY-08 ADR Participation

    FY-07 26% 26% 34% 31% 24% 16%

    FY-08 46% 46% 48% 68% 35% 38%

    Department-wide Veterans Health Veterans Benefits National Cemetery Central Office Canteen

    48% Government-Wide Average

  • 0%

    10%

    20%

    30%

    40%

    50%

    60%

    70%

    80%

    Department of Veterans AffairsFY-07 & FY-08 Resolution Rate

    FY-07 50% 50% 46% 47% 54% 69%

    FY-08 55% 55% 48% 79% 50% 58%

    Department-wide Veterans HealthVeteransBenefits

    NationalCemetery

    Central Office Canteen

    55% Government-Wide Average

  • Veterans Health Administration

  • 0%

    10%

    20%

    30%

    40%

    50%

    60%

    70%

    80%

    90%

    100%

    Veterans Health AdministrationFY-07 & FY-08 ADR Offers

    FY-07 69% 69% 77% 49% 34% 61% 36% 46% 80% 65% 76% 74% 63% 83% 61% 65% 62% 77% 70% 80% 62%

    FY-08 84% 76% 81% 73% 68% 58% 79% 85% 92% 71% 66% 73% 77% 91% 76% 74% 78% 70% 70% 88% 59%

    VISN1

    VISN2

    VISN3

    VISN4

    VISN5

    VISN6

    VISN7

    VISN8

    VISN9

    VISN10

    VISN11

    VISN12

    VISN15

    VISN16

    VISN17

    VISN18

    VISN19

    VISN20

    VISN21

    VISN22

    VISN23

    80% Government-Wide Average

  • 0%

    10%

    20%

    30%

    40%

    50%

    60%

    70%

    Veterans Health AdministrationFY-07 & FY-08 ADR Participation

    FY-07 35% 33% 30% 21% 15% 18% 12% 18% 37% 15% 30% 29% 41% 40% 42% 31% 35% 30% 31% 29% 20%

    FY-08 54% 35% 37% 45% 48% 36% 47% 53% 49% 34% 33% 38% 55% 49% 56% 54% 64% 45% 41% 50% 36%

    VISN1

    VISN2

    VISN3

    VISN4

    VISN5

    VISN6

    VISN7

    VISN8

    VISN9

    VISN10

    VISN11

    VISN12

    VISN15

    VISN16

    VISN17

    VISN18

    VISN19

    VISN20

    VISN21

    VISN22

    VISN23

    48% Government-Wide Average

  • 0%

    10%

    20%

    30%

    40%

    50%

    60%

    70%

    Veterans Health AdministrationFY-07 & FY-08 Resolution Rate

    FY-07 58% 67% 54% 44% 41% 35% 40% 49% 48% 48% 49% 49% 55% 52% 58% 57% 38% 65% 63% 49% 47%

    FY-08 61% 54% 55% 51% 29% 27% 47% 60% 61% 50% 47% 39% 55% 51% 48% 62% 61% 55% 44% 55% 50%

    VISN1

    VISN2

    VISN3

    VISN4

    VISN5

    VISN6

    VISN7

    VISN8

    VISN9

    VISN10

    VISN11

    VISN12

    VISN15

    VISN16

    VISN17

    VISN18

    VISN19

    VISN20

    VISN21

    VISN22

    VISN23

    55% Government-Wide Average

  • 0%

    10%

    20%

    30%

    40%

    50%

    60%

    70%

    80%

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