Inspection of VA Regional Office Hartford, CT

Overall, VA Office of Inspector General (OIG) benefits inspectors determined Hartford VA Regional Office (VARO) claims processing staff incorrectly processed 5 of the 33 disability claims (15 percent) selected for review. As a result, 58 improper payments were made to 5 veterans totaling $49,237. 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 Hartford VARO. The OIG report indicated VARO staff incorrectly processed 4 of 25 claims related to temporary 100 percent disability evaluations but accurately processed all 5 disability claims related to traumatic brain injuries (TBI)—a significant improvement from the 2011 benefits inspection. During the 2011 review, 18 of the 30 temporary 100 disability evaluations and 7 of the 10 TBI cases OIG sampled contained processing errors. The OIG report also indicated one of the three Special Monthly Compensation and ancillary benefits claims VARO staff processed between July 2014 and June 2015 contained an error. Additionally, VARO staff followed policy and accurately established claims in an electronic system of records using correct dates of claims for the 30 claims sampled. However, delayed processing actions in 14 of the 30 benefits reduction cases resulted in approximately $71,709 in improper benefit payments. The improper payments resulted from delays in taking actions to reduce the benefits because VARO management did not place emphasis on timely processing benefits reductions. The Director of the Hartford VARO concurred with all recommendations and OIG plans to follow up to ensure the planned corrective actions were implemented.