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Eric Shinseki
New Baltimore VA head promises to restore trust — in time
New Baltimore VA head promises to restore trust — in time

Veterans who showed up at the Baltimore offices of the VA had many things to gripe about — an 800 number that never seemed to work, a confusing process for getting benefits for PTSD and a feeling that the process of applying for help robbed them of their dignity. "These are veterans," said Joel Quinn, 56. "We're not asking for something we don't deserve." Soaking up the complaints on a weekend in late December was Antoine Waller, who took over the Baltimore benefits office of the U.S. Department of Veterans Affairs last year. He took the verbal blows from the audience patiently, responding to each veteran who spoke. One man described a progressive...

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