Inspection of the VA Regional Office Des Moines, Iowa

The Benefits Inspection Division conducts onsite inspections at VA Regional Offices (VAROs) to review disability compensation claims processing and Veterans Service Center operations. Of the VAROs we have inspected since April 2009, the Des Moines VARO has exhibited one of the best accuracy rates for disability claims processing. The VARO correctly processed herbicide exposure-related disability claims and established correct dates of claim in the electronic record. VARO performance was generally effective in processing post-traumatic stress disorder claims, correcting errors identified by the Veterans Benefits Administration’s Systematic Technical Accuracy Review program, and ensuring Systematic Analyses of Operations were timely and complete. However, VARO management lacked effective controls and accuracy in processing temporary 100 percent disability evaluations and traumatic brain injury claims. Overall, staff did not accurately process 11 (11 percent) of the 99 disability claims we reviewed. Controls also need strengthening to ensure timely processing of Notices of Disagreement for appealed claims, proper mail handling, and accuracy of final competency determinations. We recommended VARO management implement controls to ensure staff establish suspense diaries for the temporary 100 percent disability reevaluations and follow up as appropriate. We also recommended management provide refresher training on proper procedures for processing traumatic brain injury claims and ensure staff return inadequate medical examination reports to the appropriate hospitals for correction. Additionally, we recommended VARO management strengthen controls to ensure timely establishment of Notices of Disagreement in the Veterans Appeals Control and Locator System. We also recommended management provide clear guidance on proper mail processing and ensure that staff obtain training on evaluating evidence required to make accurate competency determinations. The VARO Director concurred with our recommendations. Management’s planned actions are responsive and we will follow up as required on all actions.