ICARE
What does the acronym "ICARE" stand for?
Integrity, Commitment, Advocacy, Respect, Excellence
The delivery of exceptional customer experience is whose responsibility?
Everyone, All VA Employees
True or False? VA has created a Welcome Kit to help guide Veterans to the benefits and services available to them.
True, The VA Welcome Kit is available at www.va.gov/welcome-kit/
True or False? VA employees put I CARE values into action through WE CARE behaviors..
True
ICARE was developed and adopted by VA in what year?
2010
Which CX Principle is about actively listening to Veterans to understand and appropriately respond to their needs?
Effectiveness
True or False? The name of the official VA blog is Hero Highlights.
False. VAntage Point is the official VA blog https://blogs.va.gov/VAntage/
What does the “C” in WE CARE stand for?
Connect. Connect means having a pleasant interaction and learning a bit about who the Veteran is.
Double Jeopardy: In addition to the ICARE Core Values, there are five core characteristics. True or False?
False - There are six Core Characteristics: Trustworthy, Quality, Accessible, Agile, Innovation, and Integrated.
Which CX Principle is about building empathy and making a personal, human connection with each and every Veteran that we interact with?
Emotion
What is the name of the program that allows Veterans to sign up and manage their own health care?
My HealtheVet . Available at: https://www.myhealth.va.gov/mhv-portal-web/web/myhealthevet/home
What are ways to demonstrate that you are actively listening to a Veteran’s needs and preferences?
1) Listen without interruption. 2) Summarize what you heard to ensure understanding. 3) Ask open ended questions to gain a better understanding of the Veterans’ needs. 4) Ask for clarification as needed. 5) Smile and make eye contact.
Finish this ICARE sentence. "The way we treat Veterans today is...."
the reason they'll choose VA tomorrow.
Which Core Value focuses on identifying, fully considering, and appropriately advancing the interests of Veterans and other beneficiaries?
Advocacy
If my organization has a purchase card, where do we go to order I CARE pins?
I CARE pins can be ordered through the Veterans Canteen Service by emailing VCSICare@va.gov.
What is the first action in WE CARE?
Welcome the Veteran and his/her family warmly with a smile and direct eye contact.
Which CFR are Core Values codified in?
38 C.F.R. (Part 0)
Which Core Characteristic relates to VA linking care and services across the Department; other federal, state, and local agencies; partners; and Veterans Services Organizations to provide useful and understandable programs to Veterans and other beneficiaries?
Integrated
True or False? The Secretary’s Honor Award for I CARE recognizes exemplary employees who have demonstrated one of the I CARE Core Values.
False. The Secretary’s Honor Award for I CARE recognizes exemplary employees who have demonstrated sustained performance or a specific act of noteworthy nature relative to ALL of the I CARE values. More information can be found on the VEO Share point site under “I CARE.” https://dvagov.sharepoint.com/sites/VACOVEO
WE CARE behaviors are connected to our VA Mission. What is the VA Mission?
“To care for him who shall have borne the battle, and for his widow, and his orphan” by serving and honoring the men and women who are America’s Veterans.