Veterans to be accompanied by a dedicated specialist: Ministry of Veterans announces a new service
The Ministry of Veterans Affairs plans to create a new support service: instead of independently searching for veteran services, each veteran will be accompanied by a dedicated specialist. The service will have a central and regional level, and data on demobilization or conclusion by the Commission on Military Service will automatically be entered into the "Oscar" CRM system. The specialist must contact the person within 24–48 hours and develop an individual plan that can be agreed upon through "Diya".
A new system for supporting veterans is planned in Ukraine, which is intended to simplify the receipt of necessary assistance. Instead of independently searching for the required institutions, each person will be accompanied by a dedicated specialist. This was announced by the Ministry of Veterans Affairs.
The new service is planned to be created on the basis of the State Veteran Space (ДНТ «Державний ветеранський простір»). It will have a central and regional level, as well as a network of specialists who will work with veterans and demobilized people.
Once information about demobilization or a decision from the medical commission is received, the person's data will automatically be added to the "Oscar" CRM system. Subsequently, a specialist in support will be assigned to the veteran, who will be required to contact the person within 24–48 hours.
During the first conversation, the specialist will identify the main needs: health status, prosthetics, psychological assistance, housing, and opportunities for employment or self-employment. Based on this, an individual action plan will be developed, which the veteran can approve through "Diya". There are five main stages of support.
The specialist will not only provide information about available services but also coordinate the person's entire journey and ensure that the assistance is actually received. They will also coordinate the interaction between veterans and the Ministry of Defense, the Ministry of Health, local government bodies, and the employment service.
According to Serhiy Rekun, the First Deputy Minister of Veterans Affairs, the results of the work should be evaluated not by the number of consultations or referrals issued, but by whether the veteran has received the necessary assistance.
I also propose changing the approach to defining workload for employees: instead of having the same number of people working for each specialist, a scoring system should be introduced that takes into account the complexity of each veteran's situation.