Jackson-VA has 24% Error Rate in Claim Processing

Overall, VARO staff did not accurately process disability claims for 26 (24 percent) of 107 claims reviewed.

Full Article at: Inspection of the VA Regional Office Jackson, MS

Report Number 10-02460-240, 9/3/2010 | Full Report (PDF)

The Benefits Inspection Division conducts onsite inspections at VA Regional Offices (VAROs) to review disability compensation claims processing and Veterans Service Center (VSC) operations.

The Jackson VSC management took proactive measures to implement or improve controls over the areas inspected. Management analyzed all previously issued VAOIG Benefits Inspection reports and applied the results to amend local policies and procedures and improve the VSC training program. VARO staff correctly processed traumatic brain injury (TBI) and herbicide exposure disability claims. Staff generally followed the Veterans Benefits Administration’s (VBA) policy for processing post-traumatic stress disorder (PTSD) claims. Management ensured staff followed VBA policies by establishing the correct dates of claims in the electronic record and recording Notices of Disagreement (NODs) for appealed claims in the Veterans Appeals Control and Locator System (VACOLS). In addition, staff accurately completed all Systematic Analysis of Opera"tions (SAOs) and corrected errors identified by VBA’s Systematic Technical Accuracy Review (STAR) program as required. VARO management needs to improve the control and accuracy of claims processing for temporary 100 percent disability evaluations. Overall, VARO staff did not accurately process disability claims for 26 (24 percent) of 107 claims reviewed. Management also needs to strengthen controls over date stamping incoming mail and processing competency determinations.