SOURCE: www4.va.gov
Report Summary From VA Benefits Inspection Division On VA Regional Office In Albuquerque
May 20, 2010
The Benefits Inspection Division conducts onsite inspections at VA Regional Offices (VAROS) to review disability compensation claims processing and Veterans Service Center (VSC) operations.
VARO management needs to improve the accuracy of disability claims processing for temporary 100 percent disability evaluations, post-traumatic stress disorder (PTSD), and traumatic brain injury (TBI) claims. VARO staff did not accurately process disability claims for 37 (36 percent) of 103 claims reviewed. Management also needed to improve controls over establishing timely Notices of Disagreement (NODS) for appealed claims, completing Systematic Analysis of Operations (SAOs) accurately and timely, correcting errors identified by Veterans Benefits Administration’s (VBAs) Systematic Technical Accuracy Review (STAR), and handling mail appropriately.
During Fiscal Year 2009, the VARO Director’s position was vacant for approximately three months and from Fiscal Year 2009-2010, the Veterans Service Center Manager (VSCM) position was vacant for approximately six months. Both positions are key leadership positions within the VARO.
Three different acting managers filled the vacant VSCM position, two of whom reported they never received training or guidance on the responsibilities associated with that position. We believe these vacancies were a contributing factor to the high error rates for the claims we reviewed.
We recommended the VARO Director ensure staff correctly establish future medical examination dates for temporary 100 percent evaluations and improve oversight of PTSD and TBI claims processing. We also recommended the VARO Director improve oversight to ensure staff establish NODS in the electronic system timely, prepare SAO reports timely and accurately, correct errors identified by STAR, and improve the VARO mail-processing plan. The Director of the Albuquerque VARO concurred with all recommendations. Management’s planned actions are responsive and we will follow up as required on all actions.