All Reports

Develop and communicate guidance that explains what detail should be included in a valid justification for every Veterans Benefits Management System for Rating override.

Develop and implement a plan to reestablish an overrides quality review process that provides individualized feedback for claims processors.

Develop and implement a plan to monitor the effectiveness of override reviews and continue to address areas and trends that are found to need improvement.

Identify the business need for the override review tab and, if there is one, develop and implement requirements for updating and using it.

Develop and implement a plan that addresses the limitations of the aggregate dashboard.

Strengthen and monitor the automation process to ensure that automated Dependency and Indemnity Compensation rating decisions and notifications fully comply with all legal requirements and procedural guidance.

Ensure the Pension and Fiduciary Service revises the quality review checklist for automated death benefits decisions so that those decisions undergo the same scrutiny as traditionally processed claims.

Consult with VA’s Office of General Counsel to determine whether the modernization plan submitted to Congress—regarding service-connected death benefit grants—complies with section 701(b) of the PACT Act and take appropriate corrective action if needed.

Take corrective action on the remaining three of seven instances that led to about $612,000 in improper payments.

Update requirements provided to the VA Hines Information Technology Center to ensure all foreign beneficiaries, including those with an address in the Philippines, are included in the annual end product generation.

Update the Veterans Benefits Administration’s Adjudication Procedures Manual to clarify and strengthen the actions claims processors should take to verify foreign beneficiaries are alive.

Ensure jurisdiction guidance for routine reviews for residents in the Philippines is clearly communicated to all regional offices.

Provide guidance to assist claims processors in verifying information in the Veterans Benefits Administration’s systems compared to the results from the Social Security Administration inquiry results.

Update the Adjudication Procedures Manual to require claims processors to upload the Social Security Administration inquiry results to beneficiaries’ records.

Enforce procedures for Veterans Health Administration human resources officials to monitor employee service obligations and initiate a debt notice when an employee breaches that agreement, if warranted.

Identify and review active incentives of Veterans Health Administration employees who transferred within or left VA and take action, if appropriate.

Establish enhanced internal controls to ensure compliance with the law on recruitment, relocation, and retention incentives and take appropriate action when an employee with an active service obligation transfers within the Veterans Health Administration.

Complete the evaluation of the incentives awarded to the employees identified in this report who may not have fulfilled their service obligations, determine whether a debt was incurred, and take any appropriate action.

Require the chief operating officer to direct the Veterans Integrated Service Network directors to fully integrate the core services in accordance with policy to improve operational efficiencies and access for veterans.

Establish a process requiring medical facility directors to coordinate with the Office of Integrated Veteran Care and the clinical contact centers before setting up or maintaining a local phone queue for services the clinical contact center provides.

Require the Office of Integrated Veteran Care to direct the clinical contact center leaders to determine if schedulers are arbitrarily ending calls in the telephone system to remain in after-call work status longer than needed to reduce the number of calls routed to them.

Require the Office of Integrated Veteran Care to review and address inconsistencies in guidance on schedulers’ availability.

Direct clinical contact center leaders to routinely evaluate and, if needed, address schedulers’ handle time and availability time to improve performance and reduce inefficiencies.

Direct the Office of Integrated Veteran Care to include schedulers’ handle time and availability time as part of VA Health Connect’s annual performance plans to make sure clinical contact centers monitor and address these areas.

Make sure the Office of Integrated Veteran Care and chief operating officer evaluate VA Health Connect staffing for scheduling and, if necessary, reallocate staff so all clinical contact centers provide core services and meet required performance standards for scheduling.

Direct the Office of Integrated Veteran Care to formalize and clarify internal waiver guidance and include examples of the specific evidence that would be required for a clinical contact center not to provide 24-hour services—such as exploring the use of other strategies like routing calls to another service or partnering with other centers to provide coverage.

Ensure the assistant under secretary for health for the Office of Integrated Veteran Care and chief operating officer periodically review the clinical contact center waiver submissions and the planned actions to comply with VA Health Connect requirements.