Inspection of VA Regional Office Columbia, South Carolina

We evaluated the Columbia VA Regional Office (VARO) to see how well it accomplishes its mission. We found the VARO staff did not accurately process 36 (40 percent) of 89 disability claims reviewed. We sampled claims we considered at higher risk of processing errors, thus these results do not represent this VARO’s overall disability claims processing accuracy rate. Specifically, 22 of 29 temporary 100 percent disability evaluations reviewed were inaccurate, generally because staff did not timely process reminder notifications for medical reexaminations. Staff incorrectly processed 10 of 30 traumatic brain injury (TBI) claims, primarily by using insufficient medical examination reports. VARO staff also incorrectly processed 4 of 30 special monthly compensation (SMC) claims due to a lack of training. Three of 11 Systematic Analyses of Operations (SAOs) were incomplete because management did not provide adequate training to ensure staff completed the SAOs correctly. VARO staff did not timely or accurately complete 18 of 30 proposed benefits reduction cases because management did not prioritize this work. Further, Veterans Service Center management considered benefit reduction delays procedural deficiencies, not errors. Management stated the delays occurred because Veterans Benefits Administration leadership directed the VARO to focus on other national priorities. Moreover, management indicated it had the discretion to grant staff extensions to complete this work, though we found the extensions unmerited given the financial risks associated with potential overpayments. We recommended the Columbia VARO Director implement a plan to ensure staff take timely action on reminder notifications and take appropriate action on the 658 temporary 100 percent disability evaluations remaining from our inspection universe. The Director also should ensure staff receive training on properly completing TBI claims, SMC benefits, and SAOs, and implement a plan to ensure prompt action on rating reductions. The Director concurred with all recommendations. We will follow up as deemed appropriate on these actions.