Inspection of the VA Regional Office Portland, OR

The Benefits Inspection Division conducts onsite inspections at VA Regional Offices (VAROs) to review disability compensation claims processing and Veterans Service Center operations. The Portland VARO correctly processed disability claims for post-traumatic stress disorder. Additionally, VARO staff corrected errors identified by the Veterans Benefits Administration’s (VBA) Systematic Technical Accuracy Review program and established correct dates of claim in the electronic record. Generally, VARO staff correctly processed herbicide exposure-related disability claims and ensured timely controlling of Notices of Disagreements for appealed decisions. VARO staff should emphasize the need to improve the control of processing temporary 100 percent disability evaluations and ensure the accuracy of processing traumatic brain injury claims. Overall, VARO staff did not accurately process 24 (20 percent) of the 120 disability claims reviewed. Further, the controls over mail handling and completion of Systematic Analyses of Operations need strengthening. We recommended that Portland VARO management review all temporary 100 percent evaluations to determine if reevaluations are required and take appropriate actions. Management needs to implement controls to ensure reminder notifications for temporary 100 percent disability reevaluations are established. Further, we recommended management provide refresher training on the proper procedures for processing traumatic brain injury claims and develop a plan to ensure the staff returns inadequate medical examinations to the appropriate hospitals for correction. We also recommended VARO management strengthen controls to ensure timely and complete preparation of Systematic Analyses of Operations and implement a plan to ensure accurate control and processing of incoming mail. The Director of the Portland VARO concurred with all recommendations. Management’s planned actions are responsive and we will follow up as required on all actions.