Inspection of the VA Regional Office Chicago, Illinois

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 Chicago VARO staff correctly processed post-traumatic stress disorder disability claims, properly established the correct dates of claim in the electronic record, and ensured staff corrected errors identified by the Veterans Benefits Administration’s Systematic Technical Accuracy Review Program. The VARO’s performance was generally effective in processing herbicide exposure-related claims and final competency determinations. Chicago VARO staff correctly processed post-traumatic stress disorder disability claims, properly established the correct dates of claim in the electronic record, and ensured staff corrected errors identified by the Veterans Benefits Administration’s Systematic Technical Accuracy Review Program. The VARO’s performance was generally effective in processing herbicide exposure-related claims and final competency determinations. However, VARO management lacked effective controls to ensure accurate processing of temporary 100 percent disability evaluations and traumatic brain injury claims, as well as action items related to disability claims processing. Overall, the VARO staff did not accurately process 21 (20 percent) of the 103 disability claims reviewed and they were not timely recording Notices of Disagreement for appealed claims. Further, they did not complete Systematic Analyses of Operations and manage mail effectively. We recommended Chicago VARO management implement controls to ensure the Veterans Service Center staff establishes suspense diaries to request medical reexaminations for temporary 100 percent disability reevaluations and follow policy for completing related action items. Management should also develop and implement plans to monitor the effectiveness of training and improve accuracy and oversight of traumatic brain injury claims. Further, we recommended management implement a plan to ensure timely establishment of Notices of Disagreement in the Veterans Appeals Control and Locator System. Management also needs to implement a plan to ensure timely and complete Systematic Analyses of Operations and oversight of search mail. The Chicago VARO Director concurred with all recommendations. Management’s planned actions are responsive and we will follow up as required on all actions.