Review of Alleged Misuse of eBenefits Accounts by a VA Supportive Services for Veteran Families Provider

We performed this review in response to allegations received through the Department of Veterans Affairs (VA) Office of Inspector General Hotline in November 2014. This review sought to assess the merits of allegations of misuse of veterans’ eBenefits accounts by a Supportive Services for Veteran Families (SSVF) provider. Allegedly, Volunteers of America in Durango, Colorado (VOA Durango), used a veteran’s private information on the eBenefits Web site to obtain documents including, but not limited to, a Certificate of Release or Discharge from Active Duty (DD Form 214). In addition, the complainant alleged a VOA Durango staff member established eBenefits accounts using private information without the veteran’s consent. We found no evidence that VOA Durango staff or management misused veterans’ private information to access eBenefits accounts, or created eBenefits accounts without a veteran’s knowledge. We reviewed and analyzed dates of veterans’ SSVF participation and reviewed eBenefits accounts associated with the participants listed in the allegation. We reviewed documentation in the participants’ files, including intake forms, eligibility determinations, DD Forms 214, and the services provided to the participants. We reviewed internal controls in place to prevent unauthorized creation and access to eBenefits accounts. We found the controls for establishing an eBenefits account required two levels of authentication to access a veteran’s DD Form 214 used to verify military service. We found no evidence in the case files that eligibility documents were obtained from eBenefits accounts without the veteran’s knowledge. We made no recommendations and the Director of the New Mexico VA Health Care System did not have any comments on this report.