Inspection of VA Regional Office Roanoke, VA

The Benefits Inspection Program conducts inspections at VA Regional Offices (VAROs) to review disability compensation claims processing and Veterans Service Center (VSC) operations. The Roanoke VARO management team faces challenges in providing benefits and services to veterans. The Roanoke VARO challenges include addressing oversight of operational activities, acquiring space to support adequate storage of large filing cabinets containing veterans’ claims folders, associating claimant evidence with the veterans’ claims folders, and providing training to staff. The VARO did not meet requirements for 6 of 14 operational areas reviewed. The VARO management team needs to provide additional oversight and training of personnel responsible for processing claims identified as traumatic brain injury (TBI), herbicide exposure, and Haas cases. Additionally, management needs to improve controls over the safeguarding of veterans’ personally identifiable information (PII), handling of claims-related mail, and responding to electronic inquiries. We recommended that the VARO coordinate with VA contracted medical staff to ensure medical examiners use the most current examination worksheet when evaluating disabilities associated with TBI. In addition, we recommended the VARO improve oversight to ensure proper safeguards of veterans’ PII, improve mail-handling procedures in the Triage team, and improve oversight of electronic responses to veterans. Further, the VARO needs to acquire adequate space to store and safeguard veterans’ claims folder. The Director of the Roanoke VARO concurred with all recommendations. The management team’s planned actions are responsive and we will follow-up as required on all actions.