Inspection of the VA Regional Office Buffalo, New York

Buffalo VARO staff correctly established dates of claim in the electronic record. VARO performance was generally effective in processing post-traumatic stress disorder claims and correcting errors identified by the Veterans Benefits Administration’s Systematic Technical Accuracy Review program staff. The VARO lacked accuracy in processing some disability claims. Inaccuracies in processing temporary 100 percent disability evaluations resulted when staff did not schedule future medical reexaminations as required. Staff incorrectly interpreted policy and used insufficient medical examinations to process traumatic brain injury claims. Errors in herbicide exposure-related disability claims were due to inadequate training and oversight. Overall, VARO staff did not correctly process 32 (32 percent) of the 101 disability claims reviewed. VARO management did not ensure staff completed Systematic Analyses of Operations, properly processed mail, and immediately completed final competency determinations. Although the VARO did not meet the 7-day standard in recording Notices of Disagreement, it exceeded the national average for appeals processing timeliness.