Inspection of the VA Regional Office Reno, Nevada

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 Reno VARO staff correctly processed post-traumatic stress disorder disability claims and errors identified by the Veterans Benefits Administration’s Systematic Technical Accuracy Review program. VARO performance was generally effective in processing herbicide exposure-related disability claims, establishing correct dates of claim in the electronic record, and timely establishing Notices of Disagreement for appealed decisions. However, VARO management lacked effective control and accuracy in processing temporary 100 percent disability evaluations as well as traumatic brain injury claims. Overall, VARO staff did not accurately process 23 (24 percent) of the 95 disability claims reviewed. Further, controls over completion of Systematic Analyses of Operations and mail handling were not adequate. VARO management needs to provide refresher training and develop a plan to ensure staff follow the proper procedures for identifying and returning inadequate traumatic brain injury examination reports. VARO management needs to establish an additional level of review for traumatic brain injury rating decisions. We recommended VARO management develop and implement a plan to ensure staff timely complete and address all required elements of Systematic Analyses of Operations. Finally, we recommended that management strengthen mail handling by developing a plan to ensure compliance with the Control of Veterans Record System and amending the mail plan to ensure proper mail handling procedures. The VARO Director concurred with our recommendations. Management’s planned actions are responsive and we will follow up as required on all actions.