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Inspection of VA Regional Office Manchester, New Hampshire

Report Information

Issue Date
Report Number
14-04623-120
VISN
State
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 Manchester VA Regional Office (VARO) to see how well its staff processes disability claims and provides a range of services to veterans. We sampled 3 types of disability claims that we considered at increased risk of processing errors, temporary 100 percent disability evaluations, traumatic brain injury (TBI), and special monthly compensation (SMC) and ancillary benefits. These results do not represent the overall accuracy of disability claims processing at this VARO. However, VARO staff did not accurately process 21 of 52 disability claims (24 percent) reviewed. In our previous report, Inspection of the VA Regional Office, Manchester, New Hampshire (Report No. 11-03384-31, November 22, 2011), we identified the most frequent processing errors associated with temporary 100 percent disability evaluations resulted from staff not establishing electronic controls needed to request medical reexaminations to reevaluate the severity of disabilities. During our October 2014 inspection, we did not identify similar errors. Therefore, we determined the VSC’s actions in response to our previous recommendation have been effective. Manchester VARO staff followed VBA’s policy for establishing dates of claim in the 30 claims we reviewed. However, VARO staff did not correctly process two of seven benefit reduction cases due to other higher workload priorities. We recommended the Director review the 111 temporary 100 percent disability evaluations within the universe of claims at the VARO as of August 21, 2014, develop and implement a plan to ensure staff take timely action on reminder notifications for medical reexaminations, and enforce the second signature review policies for TBI and SMC and ancillary benefits rating decisions. The VARO Director concurred with our recommendations and management’s planned actions are responsive and we will follow up as required.

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 Manchester VA Regional Office Director conduct a review of the 111 temporary 100 percent disability evaluations remaining from their inspection universe as of August 21, 2014, and take appropriate action.
No. 2
Closed and Implemented Recommendation Image, Checkmark
to Veterans Benefits Administration (VBA)
We recommended the Manchester VA Regional Office Director develop and implement a plan to ensure staff take timely action on reminder notifications for medical reexaminations.
No. 3
Closed and Implemented Recommendation Image, Checkmark
to Veterans Benefits Administration (VBA)
We recommended the Manchester VA Regional Office Director enforce Veterans Benefits Administration's second-signature review policy for traumatic brain injury rating decisions.
No. 4
Closed and Implemented Recommendation Image, Checkmark
to Veterans Benefits Administration (VBA)
We recommended the Manchester VA Regional Office Director enforce the VARO's second signature review policy for special monthly compensation and ancillary benefits rating decisions.