The average front line worker is worked to death under great daily pressures in difficult jobs. If the letters are being held up it comes from Management at ALL levels, middle management and up.
Be very careful when you lump all VA ‘workers” together!
And,...IF you do not focus on management you NEVER change the culture and you risk losing very caring professionals, and yes, secretaries. The VA has been understaffed enormously at the FRONT Lines while maanagement scoops up the money for bonuses instead of hiring more doctors, nurses, etc.