Inspection of VA Regional Office Seattle, Washington

We evaluated the Seattle VA Regional Office (VARO) to see how well it accomplishes its mission. We found the VARO staff did not accurately process 22 (24 percent) of 90 disability claims reviewed. We sampled claims we considered at higher risk of processing errors, thus these results do not represent the overall accuracy of disability claims processing at this VARO. Specifically, 15 of 30 temporary 100 percent disability evaluations reviewed were inaccurate. Errors related to temporary 100 percent disability evaluations primarily occurred because staff did not timely process reminder notifications for medical reexaminations. Generally, VARO staff accurately processed traumatic brain injury claims. However, VARO staff incorrectly processed 6 of 30 special monthly compensation and ancillary benefits claims due to lack of oversight and training. VARO managers ensured Systematic Analyses of Operations were complete and timely and contained the analyses and recommendations needed to address deficiencies. However, because VARO management required staff to address other work considered to be a higher priority, they delayed completing 11 of 30 benefits reduction cases. Taking timely and appropriate actions on benefits reductions is necessary to ensure financial stewardship and minimize improper benefits payments. We recommend the VARO Director develop and implement plans to ensure staff take timely action on reminder notifications for medical reexaminations; review and take appropriate action on the 576 temporary 100 percent disability evaluations remaining from our inspection universe; ensure effective training and modify the local secondary review policy for processing special monthly compensation and ancillary benefits; and develop a plan to prioritize actions on benefits reduction cases. The VARO Director concurred with all recommendations. We will follow up on actions as deemed necessary.