
Last updated
Red Coat Ambassador Program
Share PrintThis initiative responds to the Voice of the Veteran by providing a personal positive first impression and standardized VA experience of assistance with navigation, information, and a general culture of care, giving Veterans Service Organizations a significant role with volunteers and employees to personally assist customers at the facility’s main entrances.
Origin:
August 2017
Adoptions:
107 successful, 28 in-progress

Recent Updates
Overview
Problem
Images

Red Coat Ambassador Program
Solution
Results
Diffusion tracker
Does not include Clinical Resource Hubs (CRH)
Multimedia
Videos
How RCA makes it easie for Veterans
Implementation
Timeline
-
Week #1
Set up and Implementation Team -
Week #2
Develop a staffing plan -
Week #3
Leadership Endorsement Campaign -
Week #4
Launch the program -
Week #5
Monitor the Program
Core Resources
Resource type | Resource description |
---|---|
PEOPLE |
|
Links
- The Red Coat Ambassador (RCA) program is a standardized Veteran “navigator” initiative within VHA that seeks to standardize assistance with medical center navigation, information, and a culture of care. Red Coat Ambassador Toolkit
Optional Resources
Links
- 11/29/21-Patient Ambassador Day Promotional Video Durham VA Red Coat Ambassadors
Risks and mitigations
Risk | Mitigation |
---|---|
Staffing - lack of volunteers | Supplemeting with employees willing to rotate through |
Staffing - lack of budget for staffed positions | Supplement with employee volunteers |
Too many touch points to staff | Staff in high volume/traffic areas |
Contact
Comment
Comments and replies are disabled for retired innovations and non-VA users.
Email vapx@va.gov with questions about this innovation.
About
Origin story
Original team
Patient Experience Team
Steven Wintch
Patient Experience (PX) Coach
Toolkit moved from VA Pulse to SPO at this location: https://dvagov.sharepoint.com/sites/vha-patient-experience/PX_Toolkits/Red_Coat_Ambassadors/default.aspx