Inspection of VA Regional Office, Seattle, Washington

The inspection evaluated how well the Seattle VARO accomplishes its mission. VARO staff were generally effective in processing post-traumatic stress disorder and herbicide-related claims, correcting errors identified by the Veterans Benefits Administration’s Systematic Technical Accuracy Review program, and Systematic Analyses of Operations were timely and complete. However, the VARO lacked effective controls and accuracy in processing some disability claims. Inaccuracies in processing temporary 100 percent disability evaluations resulted from human error, not scheduling required future medical reexaminations. Inadequate training resulted errors in processing traumatic brain injury claims. Overall, staff did not accurately process 34 (28 percent) of the 120 disability claims reviewed. VARO management did not have mechanisms in place for Veterans Service Center staff to accurately establish dates of claim or timely process Notices of Disagreement for appealed claims within the Veterans Benefits Administration’s 7-day standard. In addition, management directives lacked procedures for ensuring proper mail handling. We recommended the VARO Director develop and implement a plan to assess the effectiveness and adequacy of RVSR training related to processing traumatic brain injury claims. Also, stronger controls are needed over establishing dates of claim, processing Notices of Disagreement, and handling claims-related mail. Additionally, staff need training on how to use the Control of Veterans Records System to manage mail.