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Inspection of VA Regional Office Phoenix, Arizona

Report Information

Issue Date
Report Number
15-01381-437
VISN
State
District
VA Office
Veterans Benefits Administration (VBA)
Report Author
Office of Audits and Evaluations
Report Type
Audit
Recommendations
3
Questioned Costs
$0
Better Use of Funds
$0
Congressionally Mandated
No

Summary

Summary
Overall, VA Office of Inspector General (OIG) benefits inspectors determined Phoenix VA Regional Office (VARO) claims processing staff incorrectly processed 10 of the 90 (11 percent) disability claims selected for review. The claims processing errors resulted in approximately $35,500 in improper benefits payments at the time of our inspection in March 2015. The OIG benefits inspectors sample disability claims considered at increased risk of processing errors so inspection results do not represent the accuracy of all disability claims processed at the Phoenix VARO. OIG staff found VARO staff correctly processed 28 of 30 claims related to temporary 100 percent disability evaluations, and correctly processed 28 of the 30 traumatic brain injury claims. Results in these two areas suggest improvement since the VARO was last inspected in 2012. However, OIG reported 6 of the 30 sample cases relating to Special Monthly Compensation and ancillary benefits contained errors. Phoenix VARO staff accurately established the correct date of claim in an electronic system of records for all 30 claims sampled. OIG inspectors determined VARO staff delayed or incorrectly processed 9 of the 30 benefits reduction cases because VARO management did not prioritize this workload. The Director of the Phoenix VARO concurred with OIG’s recommendations for improvement.

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 Phoenix VA Regional Office Director conduct a review of the 325 temporary 100 percent disability evaluations remaining from their inspection universe as of December 17, 2014, and take appropriate action.
No. 2
Closed and Implemented Recommendation Image, Checkmark
to Veterans Benefits Administration (VBA)
We recommended the Phoenix VA Regional Office Director ensure frequent refresher training for processing higher levels of special monthly compensation and ancillary benefits claims.
No. 3
Closed and Implemented Recommendation Image, Checkmark
to Veterans Benefits Administration (VBA)
We recommended the Phoenix VA Regional Office Director implement a written plan to ensure oversight and prioritization of benefits reduction cases and related hearings.