Research 

The VA has long been viewed as the cornerstone of veteran care, tasked with providing comprehensive, compassionate service to those who served. However, the 2018 incidents involving service animals — where veterans were denied entry or care due to service dog documentation confusion — significantly damaged public trust. Videos and social media coverage amplified the perception that the VA lacked empathy and basic knowledge of disability rights, contradicting its core mission.

🔎 Takeaway: The VA’s reputation suffered because the organization appeared uninformed, bureaucratic, and out of touch with the needs of the very population it serves.

The VA’s initial responses were reactive, vague, and poorly coordinated. It took months to clarify the correct protocol under the ADA, issue updated guidance, and provide staff training. While steps were eventually taken — including a reiteration of the two-question ADA standard — the delay in unified, empathetic messaging worsened the damage.

🔎 Takeaway: The delayed and bureaucratic response lacked sincerity and swiftness, resulting in prolonged confusion and reputational harm that could have been mitigated with a faster, clearer approach.

Before the crisis, the VA maintained generally strong relationships with veteran advocacy groups, lawmakers, and patients. However, the crisis revealed a disconnect between policy makers and frontline staff, resulting in inconsistent treatment across facilities. Veterans and their families began to question the VA’s understanding of ADA laws, straining previously established trust.

🔎 Takeaway: Failure to communicate clearly and consistently with internal and external stakeholders fractured long-standing relationships and fueled public outcry.

Although the VA initially pointed to “policy enforcement,” it became clear the agency failed to provide clear, ADA-compliant training to staff. By relying too heavily on rigid bureaucratic procedures, the VA neglected its responsibility to ensure legal and compassionate access for service dog handlers. Internal miscommunication, not veteran misconduct, was the true root of the issue.

🔎 Takeaway: The VA had a responsibility to both educate its employees and protect veterans’ rights — a duty it fumbled during the early stages of the crisis.