Breadcrumb

Inspection of VA Regional Office Salt Lake City, Utah

Report Information

Issue Date
Report Number
14-01688-303
VISN
State
Utah
District
VA Office
Veterans Benefits Administration (VBA)
Report Author
Office of Audits and Evaluations
Report Type
Review
Recommendations
4
Questioned Costs
$0
Better Use of Funds
$0
Congressionally Mandated
No

Summary

Summary
We evaluated the Salt Lake City VA Regional Office (VARO) to see how well it accomplishes its mission. We found the VARO staff did not accurately process 15 of 68 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. Of the three types of disability claims reviewed, we found VARO staff should improve processing actions related to temporary 100 percent disability evaluations. In our 2014 inspection, 12 of the 30 temporary 100 percent disability evaluations were inaccurate, primarily because staff delayed ordering medical reexaminations on average for 5 months after receiving reminder notifications. Comparatively, 16 of the 30 cases reviewed during our 2011 benefits inspection contained errors. Most of the errors from our 2011 inspection occurred when VARO staff did not enter suspense diaries in the electronic record. Generally, VARO staff processed traumatic brain injury claims correctly—a significant improvement from the 40 percent inaccuracy rate identified during our 2011 inspection. However, two of the eight Special Monthly Compensation and ancillary benefits claims completed by VARO staff during calendar year 2013 contained errors. The errors were unrelated and did not constitute a systemic processing weakness. For two consecutive benefits inspections, VARO managers ensured Systematic Analyses of Operations were complete and timely. However, staff delayed completing 4 of 30 rating reduction claims because management prioritized other rating-related work. We recommended the VARO Director implement plans needed to ensure timely action on reminder notifications for medical reexaminations and take appropriate action on the 135 temporary 100 percent disability evaluations remaining from our inspection universe. The Director should also develop a plan to prioritize actions on benefits reductions to minimize improper payments to veterans and ensure the VARO’s timeliness standards for processing benefits reduction cases are consistent with VBA policy. 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 Salt Lake City VA Regional Office Director develop and implement a plan to ensure staff take timely and appropriate action on reminder notifications for medical reexaminations.
No. 2
Closed and Implemented Recommendation Image, Checkmark
to Veterans Benefits Administration (VBA)
We recommended the Salt Lake City VA Regional Office Director develop and implement a plan to review for accuracy the 135 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 recommended the Salt Lake City VA Regional Office Director implement a plan to ensure claims processing staff prioritize actions related to benefits reductions to minimize improper payments to veterans.
No. 4
Closed and Implemented Recommendation Image, Checkmark
to Veterans Benefits Administration (VBA)
We recommended the Salt Lake City VA Regional Office Director amend the local workload management plan to ensure timeliness standards for processing benefits reduction workloads consistent with Veterans Benefits Administration policy.