Breadcrumb

Inspection of the VA Regional Office, Reno, Nevada

Report Information

Issue Date
Report Number
13-04324-170
VISN
State
Nevada
District
VA Office
Veterans Benefits Administration (VBA)
Report Author
Office of Audits and Evaluations
Report Type
Review
Recommendations
7
Questioned Costs
$0
Better Use of Funds
$0
Congressionally Mandated
No

Summary

Summary
We evaluated the Reno VA Regional Office (VARO) to see how well it accomplishes its mission. We found the VARO staff did not accurately process 36 (51 percent) of 71 disability claims reviewed. We sampled claims we considered at higher risk of processing errors, thus these results do not represent this VARO’s overall accuracy in processing disability claims. Specifically, 22 of 29 temporary 100 percent disability evaluations were inaccurate, generally because staff did not timely act on reminder notifications for medical reexaminations. VARO staff incorrectly processed 4 of 14 traumatic brain injury (TBI) claims, primarily by using insufficient medical examination reports. VARO staff also incorrectly processed 10 of 28 special monthly compensation (SMC) and ancillary benefit claims due to lack of training. Nine of 11 Systematic Analyses of Operations (SAOs) were untimely; 7 of the 9 were also incomplete. Management did not timely complete the SAOs scheduled for fiscal year 2014 due to lack of oversight. Further, VARO staff delayed completion of 15 of 30 benefits reduction cases because management did not prioritize this work. We recommended the VARO Director implement a plan to ensure timely and appropriate action on reminder notifications for medical reexaminations and review and take appropriate action on the 275 temporary 100 percent disability evaluations remaining from our inspection universe. We also recommended the VARO Director ensure required staff receive training on identifying insufficient TBI examinations and properly processing SMC and ancillary benefit claims, provide oversight and training on SAOs, and develop a plan to prioritize action on benefit reduction cases. The VARO Director concurred with all recommendations.

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 Reno VA Regional Office Director implement a plan to ensure timely and appropriate action on reminder notifications for medical reexaminations.
No. 2
Closed and Implemented Recommendation Image, Checkmark
to Veterans Benefits Administration (VBA)
We recommend the Reno VA Regional Office Director conduct a review of the 275 temporary 100 percent disability evaluations remaining from our inspection universe and take appropriate action.
No. 3
Closed and Implemented Recommendation Image, Checkmark
to Veterans Benefits Administration (VBA)
We recommend the Reno VA Regional Office Director ensure required staff receive refresher training on how to identify insufficient traumatic brain injury medical examination reports and return them to the appropriate VA medical facilities for correction.
No. 4
Closed and Implemented Recommendation Image, Checkmark
to Veterans Benefits Administration (VBA)
We recommend the Reno VA Regional Office Director conduct training on the proper processing of special monthly compensation and ancillary benefits claims and implement a plan to assess the effectiveness of that training.
No. 5
Closed and Implemented Recommendation Image, Checkmark
to Veterans Benefits Administration (VBA)
We recommend the Reno VA Regional Office Director develop and implement a plan to ensure adequate and continuous oversight is provided for the timely completion of the annual Systematic Analyses of Operations schedule and the required 11 Systematic Analyses of Operations.
No. 6
Closed and Implemented Recommendation Image, Checkmark
to Veterans Benefits Administration (VBA)
We recommend the Reno VA Regional Office Director ensure that staff assigned to complete Systematic Analyses of Operations receive training on Veterans Benefits Administration policy regarding the purpose and requirements for completing Systematic Analyses of Operations.
No. 7
Closed and Implemented Recommendation Image, Checkmark
to Veterans Benefits Administration (VBA)
We recommend the Reno VA Regional Office Director amend the workload management plan to ensure oversight and prioritization of benefit reduction cases.