Inspection of the VA Regional Office New Orleans, Louisiana

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 New Orleans VARO correctly processed herbicide exposure-related claims. Performance was generally effective in the following areas: processing post-traumatic stress disorder disability claims correctly, establishing correct dates of claim in the electronic record, ensuring Systematic Analyses of Operations were timely and complete, and correcting errors identified by the Veterans Benefit Administration Systematic Technical Accuracy Review program staff. However, they lacked effective controls and accuracy in processing temporary 100 percent disability evaluations as well as traumatic brain injury claims. Overall, the VARO staff did not accurately process 29 (27 percent) of the 108 disability claims that we reviewed. Controls over processing Notices of Disagreements for appealed claims, mail handling, and final competency determinations also were not fully effective. We recommended New Orleans VARO management review all remaining temporary 100 percent disability evaluations identified during our inspection to determine if reevaluations are required. They also need to implement controls to ensure staff establishes reminder notifications for the temporary 100 percent disability reevaluations and follow up as appropriate. We also recommended they establish an additional level of review for traumatic brain injury rating decisions to ensure accurate benefit payments. Further, Management needs to strengthen controls to ensure timely establishment of Notices of Disagreement in the Veterans Appeals Control and Locator System and proper mail handling procedures as well as implement measures to ensure the accuracy of final competency determinations. The VARO Director concurred with all recommendations. The planned actions are responsive and we will follow up as required on all actions.