Inspection of the VA Regional Office Jackson, MS

The Benefits Inspection Division conducts onsite inspections at VA Regional Offices (VAROs) to review disability compensation claims processing and Veterans Service Center (VSC) operations. The Jackson VSC management took proactive measures to implement or improve controls over the areas inspected. Management analyzed all previously issued VAOIG Benefits Inspection reports and applied the results to amend local policies and procedures and improve the VSC training program. VARO staff correctly processed traumatic brain injury (TBI) and herbicide exposure disability claims. Staff generally followed the Veterans Benefits Administration’s (VBA) policy for processing post-traumatic stress disorder (PTSD) claims. Management ensured staff followed VBA policies by establishing the correct dates of claims in the electronic record and recording Notices of Disagreement (NODs) for appealed claims in the Veterans Appeals Control and Locator System (VACOLS). In addition, staff accurately completed all Systematic Analysis of Operations (SAOs) and corrected errors identified by VBA’s Systematic Technical Accuracy Review (STAR) program as required. VARO management needs to improve the control and accuracy of claims processing for temporary 100 percent disability evaluations. Overall, VARO staff did not accurately process disability claims for 26 (24 percent) of 107 claims reviewed. Management also needs to strengthen controls over date stamping incoming mail and processing competency determinations. We recommended the Jackson VARO management review all temporary 100 percent evaluations to determine if reevaluations are required and take appropriate action. We recommended VARO management develop and implement controls to ensure staff follow the work load management plan and properly request future examinations for temporary 100 percent disability evaluations. We also recommended the VARO should develop and implement objective measures to ensure oversight of mailroom operations and establish a written policy outlining processes to ensure the timely completion of final incompetency determinations.