Case Study: U.S. Department of Veterans Affairs expands caregiver support and improves eligibility accuracy with Aptive Resources

U.S. Department of Veterans Affairs expands caregiver support with Aptive Resources, adding 37,000 subscribers

The U.S. Department of Veterans Affairs faced the challenge of scaling its Program of Comprehensive Assistance for Family Caregivers (PCAFC) after Congress expanded eligibility to Veterans of all service eras. This significantly increased application volume and pressured the VA to maintain accurate reviews while rapidly onboarding over 2,400 staff to new policies. The VA partnered with vendor Aptive Resources for operational performance support and training coordination to manage this complex expansion.

Aptive implemented a standardized, data-informed application review process and built a unified policy framework to ensure consistency. They designed and delivered extensive training for VA employees and new program leaders. The results included increased eligibility determination accuracy nationwide and the addition of 37,000 subscribers to the caregiver support listserv. Aptive also established monthly training sessions, creating a sustainable model for continuous staff learning and program improvement.

U.S. Department of Veterans Affairs