Inspection of VA Regional Office Des Moines, Iowa

We evaluated the Des Moines VA Regional Office (VARO) to see how well it accomplishes its mission. We found the VARO staff did not accurately process 13 (23 percent) of 57 disability claims reviewed. We sampled claims we considered at increased risk of processing errors, thus these results do not represent the overall accuracy of disability claims processing at this VARO. Specifically, 7 of 30 temporary 100 percent disability evaluations we reviewed were inaccurate, primarily because management did not prioritize processing claims requiring reduced evaluations. Generally, VARO staff demonstrated experience and knowledge in correctly processing complex traumatic brain injury claims. VARO staff incorrectly processed three of nine special monthly compensation (SMC) and ancillary benefits claims because specialized staff did not complete these claims as required and the VARO had no second level review policy. Management generally ensured Systematic Analyses of Operations were complete and timely. However, VARO staff did not timely or accurately complete 20 of 30 proposed benefits reduction cases due to the Veterans Benefits Administration addressing other higher workload priorities. We recommended the VARO Director review the 131 temporary 100 percent disability evaluations remaining from our inspection universe and take appropriate action. The Director should establish a second-level review policy and ensure specialized staff process complex SMC claims. The Director also should develop and implement a plan to ensure staff timely process benefits reductions. The Director of the Des Moines VARO concurred with all recommendations. We will follow up on these actions as deemed necessary.