Implementing the PACT Act Across VA Health Care Operations

Implementing the PACT Act Across VA Health Care Operations

Posted on 04.03.25
Implementing the PACT Act Across VA Health Care Operations

Introduction

Translating complex legislation into operational performance

The Sergeant First Class Heath Robinson Honoring our Promise to Address Comprehensive Toxics (PACT) Act of 2022 required one of the most significant transformations in the history of the Department of Veterans Affairs (VA). The Veterans Health Administration (VHA) Office of Healthcare Transformation (OHT) established a legislation implementation team (LIT) to carry out 25 VHA-owned provisions. Arrow partners provided mission-critical operational support to help turn legislative requirements into efficient, systemwide execution.

Challenge

Coordinating large-scale change across a national health system

Upon the PACT Act’s passage on August 10, 2022, VHA needed to rapidly organize and deliver new services, guidance and internal processes. The complexity and visibility of the law created urgency and confusion across VA medical centers. With tight Congressional deadlines and millions of Veterans affected, VHA OHT LIT launched a centralized project office to manage timelines, workflows and field readiness.

Arrow partners were brought in to help streamline coordination, improve field communication and enable VHA to meet the law’s requirements quickly and accurately.

Notable Results

  • Over 3 million Veterans screened for toxic exposure in under nine months
  • Internal resources and communications deployed within days of the law’s enactment
  • Field teams equipped with training and tools to deliver consistent, timely support

Why Work with Arrow ARC

  • Rapid response and operational readiness following major legislative changes
  • Strong coordination across national and local VA teams
  • Clear, effective communication strategies that support frontline staff and Veterans
Implementing the Veterans Health Administration’s PACT Act

Solutions

Delivering structured operations and internal coordination at scale

Arrow partners supported VHA with rapid planning and execution during the first nine months of implementation. Our work focused on workforce readiness, internal messaging and operational resource deployment.

Enabling clear field-level coordination

Arrow partners helped establish consistent internal communication tools that enabled fast knowledge sharing, including:

  • A 24/7 digital Resource Room with access to subject matter experts, launched within 24 hours of enactment
  • A weekly employee-facing update (IMPACT: Latest Updates for Implementing the 2022 PACT Act)
  • A suite of job-ready resources — fact sheets, workflows, scripts and FAQs — to reduce confusion and improve consistency across field facilities
Activating facility-level change agents

To scale implementation, Arrow partners identified and supported the onboarding of Change Management Practitioners and Toxic Exposure Screening Navigators. These field-based employees served as operational liaisons, helping apply national requirements at the local level. Arrow partners developed and delivered toolkits and training materials to enable these teams to operate effectively within weeks.

Rolling out the toxic exposure screening in phases

The nationwide toxic exposure screening was one of the most urgent deliverables, with a 90-day implementation deadline. Arrow partners supported VHA through a phased rollout strategy that minimized disruption. Our team created and maintained a comprehensive implementation toolkit with training modules, posters, fact sheets and scripting that helped every VA facility meet the mandate on time.

Results

Meeting critical deadlines and preparing for sustained delivery

Arrow partners’ contributions helped VHA implement the PACT Act efficiently and meet all major Congressional deadlines during the first phase of rollout. More than three million Veterans were screened for toxic exposures within nine months.

Internal communications materials were launched immediately following enactment, ensuring both Veterans and VA personnel understood changes in eligibility and service delivery. Arrow partners also enabled VA employees at the facility level to directly support Veterans with accurate, mission-aligned information.

These outcomes helped move the PACT Act from short-term implementation toward long-term integration into daily VA operations.

Key outcomes:
  • Nationwide rollout of the toxic exposure screening, with over three million Veterans screened in less than nine months
  • Deployment of internal resources within days of enactment, ensuring field alignment on service and eligibility updates
  • Collaboration with on-site staff to strengthen Veteran-facing communication and reduce operational bottlenecks