Hey There

Let’s rewind to 2018 — when the VA Medical Center found itself in the doghouse (pun intended) over mishandling service animal access. Veterans were being turned away, denied care, or even escorted out simply because staff misunderstood ADA regulations. Service animals aren’t accessories — they’re necessary companions trained to support physical and emotional needs. The fact that these trained dogs were being treated like uninvited guests says a lot about how communication can make or break trust in a system meant to protect us.

 

The real kicker? This wasn’t about cruelty — it was about confusion. Different VA locations enforced different rules. Some staff asked for documentation (which is not legally required under the ADA), while others outright refused access. One veteran with PTSD made headlines after being forcibly removed from a facility because his dog didn’t have paperwork. It wasn’t just embarrassing — it was illegal. The policies existed, sure, but they weren’t being communicated or enforced consistently. It was like watching a game of bureaucratic telephone gone horribly wrong.

 

So, how do we fix this mess? First: training — and not the kind where someone reads slides while half the room checks email. I’m talking modern, interactive microlearning modules that break things down into digestible bits. Add in scenario-based learning where staff can practice real-world interactions with service dog handlers. And let’s throw in regular communication audits to make sure what’s being said at the top doesn’t turn into chaos by the time it hits the front desk. Consistency doesn’t come from policy alone — it comes from repetition, reinforcement, and a culture that values doing it right the first time.

 

Then, let’s get techy. Facilities like the Cleveland Clinic use real-time digital feedback stations — and there’s no reason VA can’t do the same. Imagine a veteran tapping a screen to report an ADA violation as it happens — leadership could intervene before it turns into a headline. And let’s not forget collaboration. Bringing in voices from veteran advocacy groups and service dog organizations ensures policies don’t just look good on paper — they actually work in practice. Because who better to guide service dog policy than the people who live it?

 

This wasn’t just a policy failure — it was a failure to listen, to learn, and to lead with empathy. The VA’s response was slow and bureaucratic, when what veterans needed was fast, human, and informed. Service animals are an extension of our recovery — a part of our daily armor. If we’re showing up with a leash in one hand and trust in the other, the least we deserve is a system that understands both. Let’s make sure the next crisis isn’t caused by silence, but prevented by smarter, louder communication.