The relocation of Arkansas' veterans advocates at Fort Roots has divided part of a state agency and some in the veterans community.
The state Department of Veterans Affairs plans to move its five veterans service officers from their longtime home down the hall from the U.S. Department of Veterans Affairs benefits office in North Little Rock to the state's new veterans retirement home across the street.
The transfer is part of a broader effort to increase the effectiveness of the advocacy program, but several service officers and a former deputy director fear it will do the opposite.
State Veterans Affairs Director Matt Snead summed up the dissent as resistance to the type of changes he's implemented since he was appointed to lead the department in February 2015.
"I understand change is tough, and we've worked to mitigate change," he said. "But our mission is to serve veterans, and we're going to meet that mission."
Building 65 at Eugene J. Towbin Healthcare Center in North Little Rock is synonymous with federal VA benefits for veterans in Arkansas. It's often the starting point for former military members seeking benefits, and it's where the VA holds appeal hearings.
It's been a natural location for the state's service officers, but technological advancements allow veterans to be better served elsewhere, Snead said.
Veterans service officers advocate on behalf of former service members before the federal VA. They help veterans navigate the process of filing claims, appeals and the like.
Snead compares them to attorneys.
"You wouldn't go to court without an attorney, would you?" he said.
In addition to the five service officers at the VA in North Little Rock, the agency has strategically located six others throughout the state in the past two years, with plans to hire two more service officers in Russellville and Hope.
There also are service officers in each county, but they usually receive less training than the state VA's district service officers.
In October, "ADVAcates," as they are called in the agency, helped 1,183 veterans.
Resistance to the move started with a September letter to Gov. Asa Hutchinson signed by Cmdr. J.W. Smith of the American Legion Department of Arkansas, disavowing the service officers' relocation.
The Sept. 13 letter, obtained through a Freedom of Information Act request, complained that the service officers would no longer be near the benefits office and that the new location would invade a space meant for elderly and disabled veterans.
The Legion also emailed a similar letter to its almost 8,000 members, encouraging them to contact their state representatives and senators to oppose the change.
Two days later, Smith had the letter removed from the Legion's website after learning that it contained inaccurate information.
"I signed it without investigating, and I've since changed my mind," he said. "I think [the agency] will reach out and serve more veterans."
The letter's author, however, remains opposed to the move. Doyle Batey, adjutant of the American Legion Department of Arkansas, spent six years at the state VA -- two as a service officer and four as a deputy director.
"I hope it works, but as an experienced person, I just don't see it," Batey said.
Veterans at Building 65 won't be willing to travel across the compound to see a service officer, he said.
However, Snead believes the move will allow the agency to catch veterans before they ever approach the VA, which is "the way it should be."
Batey also argued that service officers will lose rapport with VA staff.
Linda Parker, assistant director for the Little Rock VA Regional Benefit Office, said the federal VA supports the state VA's move.
"The new veterans home is certainly a wonderful facility that will be great for the veterans they serve," Parker said. "We certainly will miss them here, but that won't denigrate our relationship with them in any way."
A flood of support for Snead from the veterans community followed the Legion's letter. Bill Vines, former mayor of Fort Smith and a member of the American Legion, commended Snead in an email.
"Matt, you and your people are doing what needs to be done. Keep up the good work!" Vines wrote.
Mike Ross, a retired colonel from the Arkansas National Guard, wrote, "Very disappointing and extremely weak reasoning," in response to the letter.
The new veterans service office also will be more accessible for veterans, Snead said. The new facility allows for front-door parking, more flexible hours, better privacy and less intrusive security.
Building 65 lacks privacy, requires veterans to go through a security checkpoint and closes before most younger veterans are off work, Snead said.
Three other veterans service organizations have service officers at Building 65, and one is concerned about the state VA leaving.
"I've already had veterans ask if they could switch and have us represent them," said Clyde Reed, a service officer for Paralyzed Veterans of America. "I'm not sure I see any real benefits."
Snead remains determined. He pointed to the agency's previous change to appointments only at the veterans service offices.
"Look at the numbers. It's worked," he said. "We're seeing more veterans."
Metro on 11/26/2016