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Inspection of VA Regional Office Portland, Oregon

Report Information

Issue Date
Report Number
14-02100-271
VISN
State
Oregon
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 Portland VA Regional Office (VARO) to see how well it accomplishes its mission. We found the VARO staff did not accurately process 24 (29 percent) of 84 disability claims reviewed. We sampled claims we considered at higher risk of processing errors, thus these results do not represent this VARO’s overall disability claims processing accuracy rate. Specifically, 10 of 30 temporary 100 percent disability evaluations we reviewed were inaccurate, generally because management did not prioritize processing of such cases requiring reduced evaluations. VARO staff incorrectly processed 3 of 30 traumatic brain injury claims; however, these inaccuracies did not constitute a systemic issue. VARO staff also incorrectly processed 11 of 24 special monthly compensation (SMC) claims due to a lack of training and no second-level review policy. All 11 Systematic Analyses of Operations (SAOs) were incomplete because management did not provide adequate oversight to ensure staff completed the SAOs correctly. VARO staff did not timely process 10 of 30 proposed benefits reduction cases that averaged 5-month delays and resulted in overpayment of benefits to veterans. The processing delays occurred because management did not provide oversight and prioritize this workload. We recommended the VARO Director develop and implement a plan to ensure staff timely process temporary 100 percent disability evaluation cases requiring reductions, and review the 364 temporary 100 percent disability evaluations remaining from our inspection universe and take appropriate action. The Director should assess the effectiveness of SMC training, ensure SAOs are complete, and implement a plan to ensure management oversight and prioritization of benefits reduction cases. We recommended the Under Secretary for Benefits implement a national plan for an additional level of review of SMC and ancillary benefits claims. The Under Secretary for Benefits and 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 Portland VA Regional Office Director implement a plan to ensure staff timely process rating reductions for temporary 100 percent disability evaluations.
No. 2
Closed and Implemented Recommendation Image, Checkmark
to Veterans Benefits Administration (VBA)
We recommended the Portland VA Regional Office Director conduct a review of the 364 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 Portland VA Regional Office Director assess the effectiveness of training for special monthly compensation and ancillary benefits claims.
No. 4
Closed and Implemented Recommendation Image, Checkmark
to Veterans Benefits Administration (VBA)
We recommended the Under Secretary for Benefits implement a national plan for an additional level of review for special monthly compensation and ancillary benefits claims.
No. 5
Closed and Implemented Recommendation Image, Checkmark
to Veterans Benefits Administration (VBA)
We recommended the Portland VA Regional Office Director implement a plan, and assess the effectiveness of the plan, to ensure adequate and continuous oversight of completing Systematic Analyses of Operations.
No. 6
Closed and Implemented Recommendation Image, Checkmark
to Veterans Benefits Administration (VBA)
We recommended the Portland VA Regional Office Director implement a plan to ensure oversight and prioritization of benefits reduction cases.