VA Connecticut is one of the leading healthcare systems in the VA New England Healthcare System. VA Connecticut serves over 58,000 veterans at 2 medical centers and 8 community-based outpatient clinics throughout the state. VA Connecticut’s mission is to care for those who have served in the nation’s military, their families, caregivers, and survivors. VA Connecticut “empowers Veterans through partnership, moving beyond simply treating illness, by striving for optimal health and a positive healthcare experience”.
Building Essential Skills
Associate Director/Chief Operating Officer
VA Connecticut recognized that “many frontline staff members – often in entry-level or support roles – had limited access to professional development opportunities”. To improve access to professional development for frontline employees, VA Connecticut has partnered with Catalyst Learning to support entry-level employee development through the School at Work (SAW) program. “The Connecticut VA chose to invest in its frontline employees through the School at Work program as a strategic initiative to strengthen…[our] workforce and improve overall organizational performance”, says Rachel Witmer, Associate Director/Chief Operating Officer. “SAW provides these employees with a structured educational pathway to build essential skills in communication, math, and healthcare knowledge, which are critical for both personal growth and professional advancement. The program supports internal career mobility and helps retain valuable talent. Additionally, this investment fosters greater employee engagement and job satisfaction”.
Engaged, Valued, Committed
Witmer says, “Employee retention has improved among SAW graduates, as the program fosters a sense of value, engagement, and long-term career potential”. Clay Hart, a training specialist at VA Connecticut, and a SAW Coach, has also seen an increase in employee engagement among SAW participants. “Many of our graduates [are] serving on various committees, teams, and participating in other workforce development programs offered by the VA”.
Hart celebrates the successes of SAW participants. “Some of our students have returned to school, in fact one of our SAW students went back to school to earn her BSN (Bachelor of Science in Nursing) degree and now is pursuing her MSN (Master of Science in Nursing) degree. During different classes I had a SAW student lose their one remaining parent due to sudden and unexpected illness. However, the student did not throw in the towel, and I am pleased to report this individual has gone on to become an outstanding supervisor…”. Hart highlighted other stories of SAW students who have experienced life altering events and stay committed to the program, successfully completing and graduating with cohort peers.
Karen Terebesi, a Human Resources Specialist at VA Connecticut, has also seen an increase in employee engagement. “It is a joy to see them feel confident to interact with people at all levels and making a difference”. Donna Gadsden, manager of a SAW student, says, “The confidence in the employees and engagement to apply for new positions within the VA was wonderful to see”.
Amazing Opportunity, Improved Confidence
Graduates of the SAW program at VA Connecticut confirm the sentiments of organizational leadership and frontline managers. Betty Ramirez was inspired by her supervisor to participate in the program. Betty enjoyed the cohort format, “studying with different people from other Services…made it fun for us to learn as we went through the program”. Betty shared that the program helped her to grow. “I was a housekeeper, started my new job after the SAW program as a medical assistant, then went from that to a lead medical assistant and ended up in my new job…as a Healthcare Administrator on Duty (HOD). [The program] gave me the confidence that I can learn more and also advance my career at the same time”.
Cassiene Gooden was inspired to join the SAW program to better herself going forward within the organization. “The SAW program gave me confidence that I can indeed go back to school”. Cassiene encourages other employees to participate in the SAW program, noting, “They won’t regret it but in fact appreciate it”.
Powerful Message
Witmer says, “By investing time, resources, and support into the professional development of frontline staff, the organization demonstrates that it sees them not just as workers, but as individuals with the capacity to grow, lead, and contribute in more meaningful ways. SAW helps employees recognize their own potential by equipping them with the skills and confidence needed to pursue career advancement. This kind of investment fosters a culture of respect, inclusion, and empowerment, where employees feel seen, supported, and motivated. It reinforces… that their contributions matter…”.
VA Connecticut has reaped the rewards of their investment. Witmer notes an increase in internal promotions and employee retention. In addition, Hart notes that SAW graduates “receive pay increases, become team leaders, often times move…into hospital administrative career path positions”.
Witmer notes that, “While direct correlations to patient satisfaction can be complex to measure, there is evidence that better-trained and more confident frontline staff contribute to improved patient interactions and overall care experiences. The program’s success in these areas underscores its value as a strategic investment in workforce development and organizational excellence” and aligns with the VA Connecticut’s vision to strive for a positive healthcare experience.
Catalyst Learning Company has proudly worked for 21 years with over 90 VAMCs who see the potential in lower-grade employees and have supported their development and upward mobility through School at Work and ECHO. As these experiences are transitioning to a next generation delivery format, the Catalyst Learning team is working closely with individual VAMCs to implement the most scalable, flexible approach for each location.