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Inspection of VA Regional Office Roanoke, Virginia

Report Information

Issue Date
Report Number
12-04456-232
VISN
State
Virginia
District
VA Office
Veterans Benefits Administration (VBA)
Report Author
Office of Audits and Evaluations
Report Type
Review
Recommendations
6
Questioned Costs
$0
Better Use of Funds
$0
Congressionally Mandated
No

Summary

Summary
We evaluated the Roanoke VARO to see how well it accomplishes its mission. We found the VARO staff did not accurately process 17 (28 percent) of 60 disability claims we 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. Specific to the claims we reviewed, 14 of 30 temporary 100 percent disability evaluations were inaccurate. Generally, these errors occurred because VARO staff did not schedule medical reexaminations, enter suspense diaries in the electronic record to ensure reminders to schedule the reexaminations, or take actions to reduce benefits as appropriate. Additionally, management did not provide effective oversight of second signature reviews and therefore incorrectly processed 3 of 30 traumatic brain injury claims. VARO managers ensured Systematic Analyses of Operations were complete and timely. However, staff did not always address Gulf War veterans’ entitlement to mental health treatment. Further, staff did not provide adequate outreach to homeless veterans in the VARO’s area of jurisdiction. We recommended the VARO Director should implement a plan to ensure staff schedule medical reexaminations, enter suspense diaries in the electronic record, and follow up to reduce temporary 100 percent disability evaluations as appropriate. The Director should ensure staff review the accuracy of 709 temporary evaluations we provided at the end of this inspection. Further, management should implement a plan to ensure effective second signature reviews of traumatic brain injury claims and ensure staff provide outreach to homeless veterans within the VARO’s area of jurisdiction. The VARO Director concurred with our 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 recommend the Roanoke VA Regional Office Director develop and implement a plan to ensure claims processing staff input suspense diaries in the electronic record as required.
No. 2
Closed and Implemented Recommendation Image, Checkmark
to Veterans Benefits Administration (VBA)
We recommend the Roanoke VA Regional Office Director develop and implement a plan to ensure claims processing staff timely schedule medical reexaminations when the reminder notifications are received.
No. 3
Closed and Implemented Recommendation Image, Checkmark
to Veterans Benefits Administration (VBA)
We recommend the Roanoke VA Regional Office Director develop and implement a plan to ensure claims processing staff take timely actions to finalize reductions in benefits.
No. 4
Closed and Implemented Recommendation Image, Checkmark
to Veterans Benefits Administration (VBA)
We recommend the Roanoke VA Regional Office Director develop and implement a plan to review for accuracy the 709 temporary 100 percent disability evaluations remaining from our inspection universe and take appropriate actions.
No. 5
Closed and Implemented Recommendation Image, Checkmark
to Veterans Benefits Administration (VBA)
We recommend the Roanoke VA Regional Office Director develop and implement a plan to ensure effective second signature reviews of traumatic brain injury claims decisions.
No. 6
Closed and Implemented Recommendation Image, Checkmark
to Veterans Benefits Administration (VBA)
We recommend the Roanoke VA Regional Office Director develop and implement a plan to ensure staff update the resource directory and regularly contact and provide outreach to homeless shelters and service providers within the VA Regional Office's jurisdiction.