Breadcrumb

Inspection of VA Regional Office Chicago, Illinois

Report Information

Issue Date
Report Number
14-02357-270
VISN
State
Illinois
District
VA Office
Veterans Benefits Administration (VBA)
Report Author
Office of Audits and Evaluations
Report Type
Review
Recommendations
5
Questioned Costs
$0
Better Use of Funds
$0
Congressionally Mandated
No

Summary

Summary
We evaluated the Chicago VA Regional Office (VARO) to see how well it accomplishes its mission. We found the VARO staff did not accurately process 35 (39 percent) of 89 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, 19 of 30 temporary 100 percent disability evaluations we reviewed were inaccurate, primarily because management did not prioritize processing of claims requiring reexaminations. VARO staff demonstrated experience and knowledge in correctly processing complex traumatic brain injury claims. VARO staff incorrectly processed 16 of 31 special monthly compensation (SMC) and ancillary benefits claims due to a lack of recent effective training. Management did not complete 5 of 11 Systematic Analyses of Operations (SAOs) due to inadequate oversight. VARO staff also did not timely complete 15 of 30 benefit reduction cases due to addressing other higher workload priorities. We recommended the Chicago VARO Director review the 581 temporary 100 percent disability evaluations remaining from our inspection universe and take appropriate action, as well as provide oversight to ensure staff follow VBA guidance for establishing suspense diaries and processing reminder notifications. The Director should ensure staff receive refresher training on proper processing of SMC and ancillary benefits and implement a plan to ensure effectiveness of the training. The Director should develop and implement a plan to ensure completion of all SAOs. Finally, he should amend, implement, and monitor the Workload Management Plan to ensure staff take timely action on processing proposed benefits reductions. 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 recommended the Chicago VA Regional Office Director conduct a review of the 581 temporary 100 percent disability evaluations remaining from our inspection universe and take appropriate action.
No. 2
Closed and Implemented Recommendation Image, Checkmark
to Veterans Benefits Administration (VBA)
We recommended the Chicago VA Regional Office Director provide oversight to ensure staff follow Veterans Benefits Administration guidance for establishing suspense diaries and processing reminder notifications.
No. 3
Closed and Implemented Recommendation Image, Checkmark
to Veterans Benefits Administration (VBA)
We recommended the Chicago VA Regional Office Director ensure staff receive refresher training on the proper processing of special monthly compensation and ancillary benefits and implement a plan to ensure the effectiveness of the training.
No. 4
Closed and Implemented Recommendation Image, Checkmark
to Veterans Benefits Administration (VBA)
We recommended the Chicago VA Regional Office Director develop and implement a plan to ensure completion of all Systematic Analyses of Operations.
No. 5
Closed and Implemented Recommendation Image, Checkmark
to Veterans Benefits Administration (VBA)
We recommended the Chicago VA Regional Office Director amend, implement, and monitor the local Workload Management Plan to ensure staff take timely action on claims requiring rating decisions for reduction of benefits.