Veteran Disability Claims Processing to be Improved

Chairman Miller seeks to assure ‘timely and accurate’ claims for veterans

Washington, D.C. -

Today, Subcommittee on Disability Assistance and Memorial Affairs Chairman Jeff Miller (R-Fla.) held an oversight hearing to assess the training and claims procedures of VA’s claims adjudicators. Testimony was received on the types of training provided to claims adjudicators, the standards used to measure proficiency and performance, and what the Veterans Benefits Administration (VBA) is doing to enhance the performance of claims examiners.
“The ability to provide timely and accurate benefits is dependent not solely on increasing staffing levels, but on providing proper and thorough training. Congress, and certainly VA, must ensure that current and new employees have the skills and knowledge necessary to render accurate and fair decisions the first time,” said Chairman Miller (R-Fla.).
Within the last two years, VBA has hired nearly 1,000 new Veteran Service Representatives (VSR). VBA estimates that it takes two years of formal and on-job training for a VSR to become proficient. This training includes cooperative learning, classroom training, and utilization of the computer program, Training and Performance Support Systems (TPSS).
In addition to TPSS, VBA provides training through monthly broadcasts on various subjects. Earlier this year, Admiral Cooper mandated that service center employees complete 70 hours of additional training annually; 80 hours will be required beginning in FY 2007. VBA has also devised a pre-recorded training program, to be available in spring 2007, called the Content Distribution Network (CDN), which will allow employees to view these training seminars on their desktop.
VBA has implemented a skills certification test to assess the knowledge base of claims adjudicators and to provide additional training when necessary. However, a great many employees either don’t have the time needed to devote to training, or are failing basic competency tests.
“As reflected in the testimony, the training that adjudicators receive is vitally important to achieving VBA’s mission,” said Miller. “The Subcommittee will continue its oversight responsibility for disability claims processing to ensure that proper skills and training are implemented.”

Please visit our website at http://veterans.house.gov/