Inspection of Veterans Service Center Cheyenne, Wyoming

Report Information

Issue Date
Report Number
12-03477-118
VISN
State
Wyoming
District
VA Office
Veterans Benefits Administration (VBA)
Report Author
Office of Audits and Evaluations
Report Type
Review
Recommendations
6
Questioned Costs
$0
Better Use of Funds
$0
Congressionally Mandated
No

Summary

Summary
OIG conducted this inspection to evaluate how well the Cheyenne Veterans Service Center (VSC) accomplishes the VBA mission. We found VSC staff did not accurately process 20 of the 30 disability claims we reviewed. However, these results do not represent the overall accuracy of disability claims processing at this VSC as we sample selected types of claims at higher risk of processing error. Specifically, 79 percent of the 24 temporary 100 percent disability evaluations we reviewed were inaccurate because staff did not take action to schedule follow-up medical examinations after receiving system-generated reminder notifications. An error in processing one of six TBI claims we reviewed occurred because staff used an insufficient exam report as a basis for the rating decision. Management did not ensure staff accurately completed SAO’s or addressed Gulf War veterans’ entitlement to mental health treatment. VSC staff did provide adequate outreach to homeless veterans.

Open Recommendation Image, SquareOpenClosed and Implemented Recommendation Image, CheckmarkClosed-ImplementedNot Implemented Recommendation Image, X character'Closed-Not Implemented
No. 1
Closed and Implemented Recommendation Image, Checkmark
to Veterans Benefits Administration (VBA)
We recommend the Denver VA Regional Office Director develop and implement controls to ensure Cheyenne Veterans Service Center staff timely schedule routine future medical reexaminations upon receipt of electronic system-generated reminder notifications.
No. 2
Closed and Implemented Recommendation Image, Checkmark
to Veterans Benefits Administration (VBA)
We recommend the Denver VA Regional Office Director develop and implement a Workload Management Plan that includes claims processing cycle time goals for the Cheyenne Veterans Service Center.
No. 3
Closed and Implemented Recommendation Image, Checkmark
to Veterans Benefits Administration (VBA)
We recommend the Denver VA Regional Office Director reinforce controls to ensure Cheyenne Veterans Service Center managers follow the Veterans Benefits Administration's policy and Workload Management Plan for all claims pending more than 1 year.
No. 4
Closed and Implemented Recommendation Image, Checkmark
to Veterans Benefits Administration (VBA)
We recommend the Denver VA Regional Office Director develop and implement a plan to ensure staff prioritize Systematic Analyses of Operations and corresponding recommendations and address all required elements using thorough analysis and relevant data.
No. 5
Closed and Implemented Recommendation Image, Checkmark
to Veterans Benefits Administration (VBA)
We recommend the Denver VA Regional Office Director develop and implement a plan to ensure Rating Veterans Service Representatives correctly address Gulf War veterans' entitlement to mental health treatment as required.
No. 6
Closed and Implemented Recommendation Image, Checkmark
to Veterans Benefits Administration (VBA)
We recommend the Denver VA Regional Office Director develop and implement a plan to monitor the effectiveness of training to ensure staff follow current Veterans Benefits Administration policy regarding Gulf War veterans' entitlement to mental health treatment when denying service connection for mental disorders.