On Thursday, a marathon oversight hearing exposed deep concerns about the Guam Office of Veterans Affairs – from delayed claims and data risks to chronic staffing shortages.  so what does this means for the island's veterans and their families?

Auditors, lawmakers, and veterans painted a stark picture of an agency stretched beyond its limits – grappling with years of unresolved challenges. In the latest Office of Public Accountability audit of the Guam Office of Veterans Affairs, systemic staffing shortages, outdated processes, and facilities ill-equipped to support veterans and their families were laid bare.

Committee on Veterans Affairs chair Senator Sabrina Salas Matanane said these issues have persisted for decades – and continue to harm those who depend on timely, accurate support. “Our veterans deserve a system that works the first time, not after months of waiting or years of promises," she said.

OPA supervising auditor Vincent Duenas reported that GOVA serves about 24,000 veterans and families, yet operates with just nine employees – including five veteran service organization representatives – with each of them servicing up to 4,800 claims annually. Additionally, GOVA lacks a digital system to track these of claims and proper storage of files, putting sensitive information at risk.

“Veterans’ documents are currently handled by unencrypted thumb drives and unsecured storage," he explained.

Veteran Robert Kelly testified that those failures are felt directly by veterans seeking help, saying, “I've personally had claims delayed and even lost at a local VA office. The staff care deeply, but the system does not.”  He also noted that accredited veterans service representatives are severely underpaid compared to national averages.

 “A fully accredited service officer on Guam earns $26,500," pointed out Kelly. "The national average is between $55,000 and $65,000.”

Second chair of the Guam Veterans Commission, Vince Santiago, echoed concerns saying even the number of veterans on island is unclear because the registry is outdated.

Testimony also focused on a strained and limited term workforce at the Guam Veterans Cemetery, leaving it poorly maintained and lacking the dignity our veterans and their families deserve in their final resting place. Non-profits like HMI were also discussed as they offer support and volunteer services for our veterans, but lack sufficient funding.

GOVA director Jose San Augustin acknowledged these challenges, sharing that a modernization plan is already underway – including digitizing records, increasing staffing, expanding the cemetery, and relocating the office to the former chancery.

“My job is to correct the deficiencies. It’s not easy and takes manpower," he said, adding, “I’m prepared as director to take corrective action.”

Still, lawmakers raised accessibility concerns at the chancery and advocates urged unity among veteran groups as GOVA works to rebuild trust and strengthen services. The committee says it will continue monitoring GOVA's progress on their modernization plans closely to ensure the improvement of services truly honors our veterans.