Inspection of VA Regional Office Philadelphia, PA

The Benefits Inspection Program conducts inspections at VA Regional Offices (VAROs) to review disability compensation claims processing and Veterans Service Center (VSC) operations. The Philadelphia VARO did not meet the requirements for several operational areas reviewed. VARO management acknowledged this was due to a lack of management oversight. The VARO management team needs to provide additional oversight and training of personnel who process benefits claims for temporary 100 percent disability evaluations, traumatic brain injury (TBI), and disabilities related to herbicide exposure. Additionally, management needs to improve controls over the safeguarding of veterans’ personally identifiable information (PII) and processing adjustments for fiduciary claims related to incompetent veterans. We recommended the VARO process required future examinations for temporary 100 percent evaluations correctly and that Rating Veterans Service Representatives receive training on how to recognize inadequate traumatic brain injury examinations and accurately process claims for disabilities related to herbicide exposure. We also recommended the VARO improve oversight to ensure the proper safeguarding of veterans’ PII, and process fiduciary adjustments in a timely manner. The Director of the Philadelphia VARO concurred with all recommendations. The management team’s planned actions are responsive and we will follow-up as required on all actions.