(Regional Manager Letter No. 1, Director's Office) DECENTRALIZATION TO REGIONAL OFFICES JANUARY 5, 1925. With the complete establishment of the new regional offices, and the appointment of managers to such activities, it is desirable and necessary that regional managers be advised definitely of the director's policy in regard to their authority and responsibility. The underlying principle of decentralization contemplates the furnishing of a more efficient service. The placing of the bureau's activities nearer the claimant and the bureau's business in the field was done for the purpose of increasing the efficiency of the service over that previously given and to expedite to the fullest extent the dispatch of the bureau's business in any particular area. Regional managers have been selected with care; consideration is given solely to the matter of past efficient service in the bureau. They take upon themselves, with their appointment, added authority and responsibility. The director, in giving his approval to their appointment, indicates his confidence that they are capable and able to meet that high standard of efficiency which will hereafter be expected of them in handling the bureau's activities under their control. I desire at this time to advise all regional managers that the director will look solely to them for the proper functioning of the activities under their jurisdiction. He does not expect, nor will he accept, "alibis" in case of failure. Adequate authority will be given with the added responsibility, and regional managers may expect to be fully supported in carrying out the policies, regulations, and orders of the bureau. Superservice will be expected; nothing less than that type of service will prove satisfactory to those who come to the bureau for aid or advice. The bureau's problems are intricate and difficult; they can best be met by a straightforward, businesslike procedure; there must be no evasion of duty or responsibility; issues must be promptly and squarely met, and prompt action taken. It is expected that where regional managers are unable to act promptly, in accordance with their best judgment, the matters will be promptly presented to the central office for decision. Regional managers will be held responsible for the efficiency of their organizations. With this responsibility goes authority for the selection of their personnel, in accordance with the law and bureau regulations. They will require of all of those under them the same standard of efficiency in the performance of their duties, as the director requires of regional managers themselves. They will insist upon a careful and periodical reading and study of the law, and the bureau's regulations and orders. A lack of knowledge in this respect will not be accepted as an excuse for error. It will be the policy of the director, in so far as it lies within his power, to obtain adequate remuneration for all positions in the bureau in keeping with the responsibility and authority of such positions. The bureau's policy with reference to the handling of claimants and transacting the bureau's business is definitely outlined in existing orders. A study of them will give a sufficient groundwork to enable all of those in responsible positions to render "Service." It is my earnest hope that the new organization will bring about that superservice in transacting the business of the bureau which will result in confidence on the part of the public, credit to the bureau, and gratification to those engaged upon its work. FRANK T. HINES, Director. (Regional Manager Letter No. 2, Director's Office) APRIL 24, 1925. On January 5 Regional Manager Letter No. 1 was addressed to you, and I desire that letter reread by you upon receipt of this one. Decentralization has been completed. The next important step will be the perfection of the machine to give service to the bureau's beneficiaries. The principles of the field organization are fundamentally sound. To bring about an efficient organization frequires careful study on the part of regional managers and their assistants. They will be expected to give this matter their immediate and personal attention with a view to bringing about a compact, efficient organization of only such personnel as is absolutely essential to the giving of efficient service in the transaction of the bureau's business. The following matters must be given careful study if satisfactory service and that high standard of Government efficiency so much desired is to be obtained. Personnel. It may be safely claimed that there is sufficient, and generally more personnel on duty in the field activities than is absolutely essential for the work to be done. Regional managers will require of their personnel efficiency, loyalty, and proper attention to their duties. They must be familiar with the bureau's regulations and orders, especially those that pertain to their particular duties. Inefficient, careless, personnel not interested in their work should be eliminated. The director believes in the policy of adequate compensation for efficient personnel. He can only put such policy into effect with the cooperation of the personnel; that is, by the elimination of that type of personnel who do not meet the proper standard of efficiency. Inefficient personnel, those who fail to give proper attention to their duties or those who are careless in the performance of their duties, are the most expensive personnel to any agency. The director feels that the personnel of the Veterans' Bureau is efficient, loyal, and greatly interested in making their work a success. Only a few make it essential that regional managers and those in charge of the bureau's hospitals take great pains in eliminating those who do not measure up to the standard required. Budget. A definite budget will be given to all field activities in order to provide a budget commensurate with the duties to be performed by any agency. It is essential that this matter be given careful study and the necessary information furnished central office. It is desired that regional managers, medical officers in charge of hospitals, and those definitely responsible to the director for field activities be given the greatest latitude commensurate with the law and bureau regulations in the handling of the business pertaining to their activity. To do this it is essential that strict business methods be followed. There is no authority of law for the creation of a deficit. It is not only a violation of the bureau's policy and regulations, but it is a violation of law. Regional managers, medical officers in charge of hospitals, and those intrusted with Government funds will, therefore, be held personally responsible that their allotments are not exceeded. Emergencies can usually be met with funds available or by obtaining necessary authority in advance from central office. There must be no misunderstanding with reference to the creation of a deficit. There must be no misunderstanding relative to exceeding the allotment made without prior approval. The matters resulting in emergency conditions are adequately covered by existing regulations and orders. Those administratively responsible for these matters should communicate well in advance of their needs, and if deficiencies are found to exist in orders, attention of the central office should be called to such deficiencies prior to the occurrence which justifies the use of funds for any purpose. Proper care of Government property. All those in the Government's service are responsible for the proper care and use of Government property. Certain officials have in addition to the responsibliity attached, a definite accountability for Government property. The bureau will not continue in its service any employee who is careless or wasteful in the use of Government property. Such an employee is too expensive for the United States Government. In addition to guarding against waste and insisting upon the proper care and use of Government property, attention should be given to the appearance and upkeep of property at all times. Usually the standard of efficiency of those in charge of an office can best be judged by the appearance of the office or plant. There is a certain psychological effect that immediately attaches when you enter an office which is orderly and well kept, and that gives a businesslike appearance. Simplicity in arrangement and in furniture of Government offices is desirable. This is more in keeping with the standard of Government efficiency than any other arrangement. The reading of the bureau's orders, regulations, circulars, etc.-Regional managers, medical officers in charge of hospitals, and those in charge of field activities will insist upon a thorough understanding of the bureau's orders, regulations, and circulars. They should not only be read but studied. It is essential, if proper transaction of duties is to be counted upon, that a thorough understanding of the bureau's policy, its method of procedure, etc., be thoroughly understood in the greatest detail. Lack of attention to instructions usually results in inefficiency. If orders and regulations are not clear to those charged with putting them into effect, the attention of the proper official should be immediately called thereto. Lack of knowledge of the existence of a regulation or order, or failure to understand such instructions will not be taken as a suitable excuse in the event of error. Those who show a disregard for the bureau's regulations and orders will be eliminated from its service. Responsible heads of divisions will be required to keep a file of the bureau's regulations and orders, suitably bound, and always kept up to date. Inspectors will be required to call upon certain officials with a view to determining their ability in understanding bureau's regulations and orders. Teamwork. Many of the bureau's problems are so intricate and involve the duties of more than one activity to such an extent that their proper solution can only be brought about by full cooperation and perfect teamwork. It is essential, therefore, that regional managers and their assistants bring about that close relation and harmony within the organization in order that the best results may be obtained. They necessarily must have the confidence and respect of the personnel of their organization. They can only obtain this by so conducting themselves in the transaction of their duties as to demand such confidence and respect. It is essential that they should be considerate of those within their organization who are assisting them and insist upon a full compliance of the bureau's orders and regulations, which should be brought about by methods which inspire confidence and the desire to do things in the right way rather than in an indifferent manner. Steps should be taken to stimulate the morale of the organization, interest in its work, and the desire to establish for themselves a record in the Government service which will be satisfactory to them and justify proper recognition on the part of those to whom they are responsible. In dealing with the public and with other Government agencies it is essential that in all of these transactions there should be a businesslike and courteous attitude. Summary. To summarize, the following matter should have your immediate attention: (a) Survey of personnel requirements: Make immediate report of any personnel surplus or inefficient and satisfy yourself that you have accomplished a compact and efficient organization in keeping with the duties assigned to your office. (b) Make a careful study of budget requirements for the next fiscal year commencing July 1, 1925, and ending June 30, 1926. Budget data must be assembled based upon facts. No guesses will give satisfactory results in handling the bureau's financial matters. (c) Make a careful survey of space requirements, only retaining from the first of the fiscal year the space actually required. Include in this survey Government property in use, making sure that all that is on hand is necessary, and that such property is being maintained in a proper state of upkeep. (d) Insist upon immediate reading of bureau's orders and regulations, and require of your personnel thorough familiarity therewith. (e) Establish some system to increase the morale and teamwork of your organization. (f) Recommend to central office any changes which you believe will tend to improve the bureau's service. FRANK T. HINES, Director. (Regional Manager Letter No. 3, Director's Office) COOPERATION OF THE AMERICAN FEDERATION OF LABOR NOVEMBER 16, 1925. The following letter from Mr. William Green, president of the American Federation of Labor, embodying therein Resolution No. 91 as adopted by the Forty-fifth Convention of the American Federation of Labor held in Atlantic City, October 5-16,1925, is forwarded for your information and such action as may be necessary to reduce to a minimum any misunderstandings or causes for friction that may arise in the training or employment of disabled ex-service men: Gen. FRANK T. HINES, Director, United States Veterans' Bureau, Washington, D. C. WASHINGTON D. C., October 29, 1925. DEAR SIR: The Forty-fifth Annual Convention of the American Federation of Labor met in Atlantic City, October 5-16, 1925. There was submitted to the convention a resolution, No. 91, which read as follows: Whereas every convention of the American Federation since 1919 has made a study of and passed resolutions offering cooperation to the United States Veterans' Bureau in its problem of rehabilitating the disabled veterans of the World War, and Whereas under the World War veterans' act the work of training and educating the disabled ex-service men will close on June 30, 1926, and Whereas the United States Veterans' Bureau will still need the practical cooperation of all elements of society in order to properly complete its task of properly caring for the maimed and wounded: Therefore be it Resolved, That this, the Forty-fifth Annual Convention of the American Federation of Labor assembled in Atlantic City, recommends that all delegates take the necessary steps to have their respective national, State, and local organizations arrange to cooperate in a practical manner with the United States Veterans' Bureau in the training and employment of the disabled ex-service men through its central office in Washington, D. C., and its 53 regional offices located in the principal cities in the country; and be it further Resolved, That a copy of this resolution be sent to the Director of the United States Veterans' Bureau, Washington, D. C. The committee to which this resolution was referred recommended and the convention adopted the following: While your committee recommends concurrence in this resolution, your committee also recommends that the United States Veterans' Bureau extend a greater degree of cooperation to the trade-unions in order to avoid many of the misunderstandings and causes for friction and disagreement that have been experienced in the past in the indiscriminate placing of men without first consulting the officers of the trade-unions affected. In thus submitting to you the declaration of the convention, may I express to you the hope for your hearty and favorable cooperation? Very truly yours, WILLIAM GREEN, President, American Federation of Labor. It is requested that you extend every courtesy and facility to the national, State, district, and local organizations affiliated with the American Federation of Labor in order that the cooperation extended may be continuous and effective. FRANK T. HINES, Director. |