Inspection of the Veterans Service Center Cheyenne, WY

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 Cheyenne VSC is a satellite office under the jurisdiction of the Denver VARO Director. As part of our recurring oversight of VSC operations, and at the request of the Denver VARO Assistant Director, we performed a separate inspection of this facility. The Cheyenne VSC correctly processed herbicide exposure claims and generally followed the Veterans Benefits Administration’s (VBA) policy for processing post-traumatic stress disorder (PTSD) claims. VSC staff properly established the correct dates of claim in the electronic record, accurately corrected errors identified by VBA’s Systematic Technical Accuracy Review (STAR), and generally adhered to policy for recording Notices of Disagreement (NOD) in the Veterans Appeals Control and Locator System (VACOLS). VSC management needs to improve the control and rating decision accuracy for the processing of temporary 100 percent disability evaluations and improve the accuracy of processing traumatic brain injury (TBI) claims. Overall, VSC staff did not accurately process disability claims for 12 (18 percent) of the 65 specific claims reviewed. Management also needs to strengthen controls over mail handling by ensuring mailroom staff deliver mail to the VSC on the date received. We recommended the Denver VARO Director ensure staff correctly establish future medical examination dates for all temporary 100 percent evaluations and implement a plan to ensure staff correct errors identified during local quality reviews. In addition, we recommended the Director update mail handling procedures to ensure accurate and timely processing of incoming mail. The Director of the Denver VARO concurred with all recommendations. Management’s planned actions are responsive and we will follow-up as required on all actions.