VAOIG Finds 27% Error Rate Salt Lake City-RO

"Overall, VARO staff did not accurately process 32 (27 percent) of the 120 disability claims we reviewed."

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Inspection of the VA Regional Office Salt Lake City, Utah

Summary, Report Number 10-03880-142, 4/13/2011 follow link for full PDF Report

The Benefits Inspection Division conducts onsite inspections at VA Regional Offices (VAROs) to review disability compensation claims processing and Veterans Service Center operations. We found the Salt Lake City VARO management ensured staff generally followed Veterans Benefits Administration policy for processing post-traumatic stress disorder and herbicide exposure-related disability claims. VARO staff ensured timely completion of Systematic Analyses of Operations and corrected errors identified by the Veterans Benefits Administration’s Systematic Technical Accuracy Review program. However, VARO management lacked effective controls and accuracy in processing temporary 100 percent disability evaluations and traumatic brain injury claims. Overall, VARO staff did not accurately process 32 (27 percent) of the 120 disability claims we reviewed. Additionally, VARO management lacked control of outstanding action items related to disability claims processing. Although VARO staff were not timely in recording Notices of Disagreement for appealed claims, they were better than the national average for processing the appeals. Further, establishing correct dates of claim in the electronic record and managing mail in the Triage Team also were not fully effective. We recommended Salt Lake City VARO management review all remaining temporary 100 percent disability evaluations identified during our inspection to determine if reevaluations are required and take appropriate action. We recommended management implement controls to ensure Veterans Service Center staff establish suspense diaries to request medical examinations for temporary 100 percent disability reevaluations and follow policy for processing related action items. We recommended VARO management provide comprehensive training for processing traumatic brain injury claims. Further, we recommended management strengthen controls to ensure accurate dates of claim in the electronic record and timely processing of incoming mail. The Director of the Salt Lake City VARO concurred with all recommendations. Management’s planned actions are responsive and we will follow up as required on all actions.