Roanoke VA office cited again for mishandling veterans' claims

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The Veterans Affairs Office of the Inspector General for the third time in seven years determined the Roanoke VA Regional Office mishandled veterans’ disability claims.
Auditors found the appeals staff closed case files by claiming veterans with multiple appeals withdrew some of their claims when they had not. Staff then merged all of a veteran’s claims into the oldest case file, which made it more difficult to process each issue, but boosted the Roanoke office’s clearance rate and placed appeals managers in line for bonuses.

The report said no monetary bonuses would be awarded for meeting fiscal year 2016 goals, and the audit findings would be included in appeals managers’ performance evaluations.

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