Kara Whalen is the Director of the Veterans Health Administration (VHA), Member Services (MS), Health Resource Center (HRC), where she leads a large-scale contact center. With over 25 years of customer service experience, including 19 years in VHA contact centers, she is recognized for fostering collaboration and innovative strategies, building trust, and placing people at the center of every interaction. She holds a Bachelor of Arts degree from Washburn University and a Master of Business Administration (MBA) from Baker University. Ms. Whalen began her VHA career as a frontline contact representative and has since advanced through multiple leadership roles. Along the way she has championed initiatives that expanded access to service, enhanced the overall experience for customers and team members, and strengthened Veteran support nationwide.