Pods Rollout Plan

Mission Control KPIs

Explain KPIs on Mission Control Dashboard and Points

Pods Rollout Plan

🧭 Why We’re Moving to Pods

Starting October 1, we are transitioning to a pod system to better manage caseloads, streamline communication, and enhance client outcomes. This model will:

Increase team autonomy and collaboration
Improve efficiency by aligning skills with tasks
Allow clearer lines of accountability
Foster professional development within smaller team units

🔧 What’s Changing

Each pod will handle its own set of claims and clients (Last Names: A-K = A Squad | L-Z = T Squad)
Assignments, collaboration, and check-ins will take place primarily within the pod
Pod-level performance will be tracked alongside individual metrics (double points)
Onboarding Coordinator is responsible for Onboarding (intakes) and processing Decisions (once Liam has VBMS Access) to take a little bit of admin work off of the Evidence Coordinator's plate.
Evidence Coordinator does all 526EZ and 0995 Supplemental Claims
Evidence Coordinator is the main point of contact for the client throughout the case
AOJ Workup Case Date means a HLR or NOD was filed. Supplemental Claims (0995s) are no longer counted as AOJ Appeal Workups.
New Mission Control Dashboard and Point System based on what is important to track in Neos (Checklist, Case Dates, Notes/Communication, Status Updates, Processing Decisions)
Clear Expectations for success
Opportunity to grow together and learn from each other

🧩 Pod Structure

Each pod will consist of:

Lead VA Attorney or Senior Claims Advocate (Pod Lead) - Appeals Coordinator
Paralegal - Client Coordinator

Pods will operate semi-independently while staying aligned with our mission and compliance requirements.

👥 Pod Assignments

Pod Name	Pod Lead	Client Coordinator	Onboarding Coordinator
Pod A	Amie	Ashley	Liam
Pod B	Tara	Tyrelle	Liam
Pod C

💼 Case Load

Each pod has about 350-400 active cases

about 200 of those cases the ball is in our court (INTAKE, INQ, REP, DEVELOP, AOJ, WDR)
average about 25 intakes per month

Goal is to have 300 cases per pod by middle of next year (900 cases = 3 pods)

next step = elevate client coordinator to split off into their own pod (April 2026)

🎯 Responsibilities & Expectations

20 Setups Complete

15 Developments Complete

30 Appeal Workups

Management (Kailey)

Review and monitor pod performance
Provide support and guidance
Make structural adjustments as needed
Ensure alignment with organizational goals
- track number of SSVF eligible clients for grant applications
- track retro to client and attorney fees
- track Mission Control dashboard based on average attorney fee $

Appeal Coordinators (Amie & Tara)

Collaborate within the pod to manage caseloads
Serve as the first line of escalation for issues or questions in a case
Draft appeals at the Agency and Board levels (Supp Claim, HLR, NOD Direct, NOD Evidence, NOD Hearing) and coordinate submission within their pod

Client Coordinators (Ashley & Tyrelle)

Act as the first line of communication with clients so they know who to contact and what to expect throughout the process
Proactively communicate challenges or needs
Setup cases using tools such as PageAI, Jotforms, Chat GPT, and NeosAI
Help clients put together statements and evidence to support their case
Submit initial claims to the VA with all evidence
Respond to emails and phone calls from clients as needed throughout the process
Coordinate within their pod to submit appeals to the VA once ready for submission

Onboarding Coordinator (Liam)

Import intakes into Neos as they come in (Barbra = odd dates | Liam = even dates)
Answer questions from prospective clients about the process, fees, set ground rules, follow up on missing information, etc.
Follow up on missing information to process intake and get client onboarded
Send Rep Packet to intake and follow up
Upload Rep Packets to VA and update Neos
Check for VBMS Access and update Neos
Upload eFolders to Page AI for Setup
Process ALL decisions from VBMS into Neos
Process mail in office and update Neos; shred once downloaded from VBMS
Offboard clients by downloading eFolder, sending NOI to Withdraw to client and VA, and sending Final Withdrawal to client and VA and close case in Neos

🧭 Where to Go for What

Topic	Contact
Case-specific questions	Your Pod Lead
Workflow/process confusion	Pod Lead → then Kailey
HR/Team conflict	Kailey or HR
Metrics/data dashboard	[Insert contact/tool]
Wellness/Burnout	Kailey (confidential & open-door)

🗓 Key Dates

🚀 October 1: Official pod launch
🔁 October–December: Feedback & adjustment phase

📚 Resources & Tools

📁 Shared Pod Folder: [Insert Link]
📄 Pod SOPs / Quick Reference
📊 Case Tracking Dashboard
✒️ Onboarding Training Guide
📝 Development Training Guide

🤔 FAQs

Q: Will this limit my ability to work with others outside my pod?

A: No—but your primary workflow will run through your pod. Cross-pod work is welcome when needed.

Q: What if my pod dynamic isn’t working?

A: That’s valid—we’ll evaluate after ~2-3 months. Bring feedback to your lead or Kailey.

Q: Are expectations around output changing?

A: No. But this structure is designed to help you meet them more easily.

💬 Final Thoughts

This pod system is a new structure to help us work smarter, not harder—with better communication, support, and outcomes for the veterans we serve.

We’ll adjust as we go, and I welcome your feedback every step of the way.

Let’s hit the ground running.

— Kailey