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Inspection of the VA Regional Office Oakland, California

Report Information

Issue Date
Report Number
15-05023-112
VISN
State
California
District
VA Office
Veterans Benefits Administration (VBA)
Report Author
Office of Audits and Evaluations
Report Type
Review
Recommendations
3
Questioned Costs
$0
Better Use of Funds
$0
Congressionally Mandated
No

Summary

Summary
The Veterans Benefits Administration (VBA) has 56 VA Regional Offices (VAROs) and a Veterans Service Center in Wyoming that process disability claims and provide services to veterans. In October 2015, we evaluated the Oakland VARO to see how well it accomplishes this mission. We sampled claims that we considered at increased risk of processing errors. These results do not represent the accuracy of all disability claims processing at this VARO. The Oakland VARO did not consistently process one of the three types of disability claims we reviewed. Overall, staff did not accurately process 8 of 70 disability claims (11 percent) reviewed. As a result, 20 improper monthly payments were made to 3 veterans totaling approximately $17,100. Staff incorrectly processed 4 of 30 temporary 100 percent disability evaluation cases we reviewed; however, we did not identify a systemic trend. These results showed improvement from our previous inspection in 2012, where 16 of 30 contained processing inaccuracies. Results from our current inspection also showed claims processing staff accurately processed all 30 traumatic brain injury claims—a significant improvement from our 2012 inspection, where 17 of the 30 claims sampled contained errors. Oakland VARO staff incorrectly processed 4 of 10 special monthly compensation (SMC) claims, but followed VBA’s policy for establishing dates of claim in 29 of the 30 claims we reviewed. Furthermore, staff did not correctly process, or delayed processing, 3 of 30 benefits reductions cases; however, we did not identify a systemic trend. We recommended the Oakland VARO Director conduct a review of the 58 temporary 100 percent disability evaluations remaining from the inspection universe. We also recommended the Director implement a plan to ensure staff comply with the second signature requirements for higher-level SMC claims. Furthermore, we recommended the Acting Under Secretary for Benefits ensure that the approved training materials for higher levels of SMC are updated and accurate. The Acting Under Secretary for Benefits and VARO Director concurred with our recommendations. Management’s planned actions are responsive and we will follow up as required.

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 Oakland VA Regional Office Director conduct a review of the 58 temporary 100 percent disability evaluations remaining from the inspection universe of 88, and take appropriate action.
No. 2
Closed and Implemented Recommendation Image, Checkmark
to Veterans Benefits Administration (VBA)
We recommended the Oakland VA Regional Office Director implement a plan to ensure all claims processing staff comply with the Veterans Benefits Administration’s second-signature policy for higher levels of special monthly compensation claims.
No. 3
Closed and Implemented Recommendation Image, Checkmark
to Veterans Benefits Administration (VBA)
We recommended that the Acting Under Secretary for Benefits ensure that approved higher levels of special monthly compensation training materials are updated and accurate