The key to VetsFirst’s national success helping veterans and their families in obtaining VA benefits is the dedication of its staff and personal approach to each issue.
By Tom Scott
When you talk with Keith Reimers, regional service director for VetsFirst (www.vetsfirst.org) a new national nonprofit organization established by United Spinal Association, one thing becomes acutely clear: he takes a great deal of pride in helping military veterans, and their dependents and survivors, receive the benefits and assistance they deserve.
A veteran of the United States Air Force and former staff sergeant in the Persian Gulf War, Reimers has been awarded numerous decorations during his military career, including the Southwest Asia Campaign Medal with two bronze stars. He has been on board with United Spinal for over 17 years and is a driving force behind expanding VetsFirst on a national level; its mission: to help all of America’s disabled veterans, their spouses, dependents, survivors and family members receive healthcare, compensation, rehabilitation and other benefits offered by the U.S.
Department of Veterans Affairs. In conjunction with United Spinal, VetsFirst also provides legal representation in VA claims and appeals “I can get up to 15 inquiries a day from concerned veterans and their family members either by phone or through Ask VetsFirst [helpdesk.vetsfirst.org], which is a new Web-based service that gives veterans an opportunity to get assistance with benefits-related inquiries faster and more efficiently,” said Reimers, a native of North Tonawanda, New York “Each inquiry can take weeks to months to resolve, especially when it involves ongoing VA claims.”
According to Reimers, many inquiries involve basic information such as how to file claims or how to approach VA compensation medical exams. However, some questions he admits can get very complex, as the VA claims process is often confusing and frustrating.
“We try to offer more than the usual generic, short responses to questions,” Reimers said. “I don’t like to work that way. When a veteran contacts me with an issue, it’s important to make them feel comfortable, put them at ease, and let them tell their story. Although it may take longer, a personal approach always works better.”
An Intricate Web of Support
In addition to providing individual support and counseling services, VetsFirst offers timely news and information across the spectrum of issues presently impacting veterans. Although there are a multitude of resources just a click away through the VetsFirst Web site’s categorized archives––including guides on self-help, state benefits, separating from the military; and essential information on military health care, and VA funding and compensation– –there is always an expert available to answer the tough questions.
“That’s primarily where the Ask VetsFirst portion of our Web site comes into play,” Reimers added, explaining that this is one of the key features that make the organization so different from those offered by other veteran organizations and an invaluable tool.
Ask VetsFirst, gives veterans an opportunity to get assistance with benefits-related inquiries on-line. Ask VetsFirst allows visitors to submit questions using an online submission form. A VetsFirst trained national service officer or attorney will then respond with information and resources to help resolve the inquiry.
“The organization has really started to take off,” Reimers said. “We are always adding exclusive content to the Web site, to increase the knowledge-base available to veterans. And we are making incredible progress on a national level. There are many veterans that are truly appreciative of what we are doing. And that makes the job extremely satisfying.”
Service Beyond Expectations
When he is not prosecuting claims or answering inquiries at VetsFirst’s field office at the Naples Veteran’s Affairs Medical Center in Naples, Florida, Keith is visiting hospitals, meeting with returning servicemen and women, and attending hearings on veterans’ issues.
Keith has been responsible for many success stories involving our Nation’s veterans over the years, including Dustin Jones, a young quadriplegic with a traumatic brain injury whose health was deteriorating while being hospitalized at the spinal cord injury unit at the Augusta VA Medical Center. Dustin’s parents, Rick and Mary Jones sought assistance from VetsFirst hoping it could help his situation. They described how Keith went above and beyond their expectations to ensure their son received quality care.
“Keith was instrumental in getting us [initially] from the University of New Mexico hospital to the Augusta VA and then, when the care was not at all optimal for spinal cord injury, guided us in getting our son to the Tampa VA where he should have been in the first place,” said Mary Jones. “He had the VA representative in the Tampa area check on the status of getting my son a bed and continued to monitor the progress of the move. When we did finally arrive, the representative was there to make sure we had what we needed and that all was OK. We felt safe, cared for, and secure knowing they were there for any questions or needs we had. They always shared what the VA was supposed to offer and made sure they did.”
Jones believes that if it wasn’t for Keith’s intervention into her son’s treatment and rehabilitation, his outcome may have been a lot worse.
“Dustin left Augusta with a 10-inch bedsore all the way to the bone,” she added. “They had no knowledge of vent rehab/weaning and the nurses/therapists seemed to be afraid to move him… which left him with a right arm contracture. As a result he has had a cast for the past 3 months trying to get it straight again so he can begin rehab… Dustin’s doctor, although nice was, an 83 year-old pediatrician.
“After getting to Tampa we realized there is a whole subspecialty in medicine for SCI,” she continued. “Knowing that and looking back at some of the treatments/surgery he received, we realized they had no idea of what they were dealing with. Keith told us that it may take a long time, but he felt that we should be reimbursed for the $9,500 flight from Augusta to Tampa. We appreciate all that he has done as well as the others we met in Tampa. If I had known that Tampa had one of the best facilities for SCI care, I would never have wanted them to move Dustin to Augusta…He lost valuable recovery time. At first he was bitter about it, but I assured him that because of this [situation] and Keith, many others in the future would hopefully get better care. He has seemed to let the past go and looks forward to moving forward.”
Joy Starke, a resident of the Bronx, New York, and veteran of the U.S. Army who served from 19961999, was introduced to VetsFirst through a VA workshop at Lehman College. At the time, Starke was dealing with numerous medical complications that had persisted after her discharge from active duty. She had undergone seven different foot procedures, including reconstructive surgery, as well as treatment for a cyst. Starke was receiving 10% disability compensation from the VA and had petitioned for an increase, but was denied. “I had basically given up hope after being denied by the VA,” she said. “I e-mailed VetsFirst to see if they could do something and I got a response from Keith in less than two hours. He dove right in to my case and referred me to a representative at the Manhattan field officeVetsFirst is now petitioning on my behalf for an increase in disability compensation.”
Starke explains, “The VA is supposed to help veterans in need of treatment and care, but this may not always be the case, that’s why it is important to get assistance from a third party. We all need a voice to fight for us. If I knew about VetsFirst when I initially petitioned the VA I may have already received compensation. The staff has been extremely thorough and is always following up and offering information on the claims process.”
Currently, Keith and Len Selfon, senior vice president of VetsFirst, are in the process of recruiting and training more national service officers to assist in further expanding the organization, so that they can help other veterans struggling to receive VA compensation across the country.
For more information on VetsFirst, please visit www.vetsfirst.org. Veterans who need counseling about claims before the VA, please contact Keith Reimers at 239-455-6488.
Tom Scott is staff editor.
