The document discusses problems with backlogged claims at the Department of Veterans Affairs (VA) regional offices. It notes high denial error rates have led to increased backlogs since 2012. The strategic option proposed is to cross-train VA employees with accredited service officers who submit claims, to improve accuracy and efficiency. Benefits include faster claims processing, fewer backlogs and denials, and veterans receiving deserved compensation sooner. Risks include potential slowdowns during cross-training implementation. The recommendation is to proceed with cross-training incrementally to avoid productivity issues.

1. Veteran Services
The problems Veterans
are facing due to
the amount of
backlogged
claims.
By David Herold

2. Overview
Taking an in depth look inside the Department of
Veteran’s Affairs Regional Office to investigate the cause of
so many denied claims.

3. It is important to note the VA’s five core values which
underscore the obligations inherent in the VA’s mission, and
they are:
 Integrity
 Commitment
 Advocacy
 Respect
 Excellence
Introduction

4. Commitment
Now that the five core values that define the VA’s mission
have been outlined, it is time to ensure that they honor what
they have strongly defined themselves by.

5. The Opportunity
The opportunity is to introduce a simple solution that will
benefit the Department of Veterans Affairs as well as the
thousands of veterans who have been in dyer need of
receiving the compensation that they deserve.

6. The Current Situation
0
100000
200000
300000
400000
500000
600000
700000
800000
900000
2010 2011 2012 2013
Pending Claims
Backlogged Claims
The Department of Veteran’s Affairs regional office have an
incredible denial error rate. This began in 2012 when the VA and
the number of back logged claims became highly scrutinized by
Congress and pressure for reducing the amount of backlogged
claims increased.

7. Key Success Factors
The key success factors for the Department of
Veterans Affairs would be:
 Compensation for veterans
 Shorter wait time on processing claims
 Efficiency at the regional levels
 Reduce the denial error rate

8. Analysis of Alternatives
 VA health care priority groups
 No way to put veterans into priority groups without
compensation claims being approved
 Priority groups for compensation claims will not work

9. Strategic Option
The strategic option that would benefit the Department of
Veterans Affairs is:
Cross train employees at the regional level with
accredited service officers who submit the compensation
claims.

10. Benefits and Risks of Strategic
Option
Benefits
 Claims would be accurately reviewed
 Claims would be reviewed entirely
 The waiting period for processed claims would decrease
 The amount of backlogged claims would decrease
 Most importantly, veterans would receive the compensation
that they deserve

11. Benefits and Risks of Strategic
Option
Risks
 Claims process could slow down while cross training is
implemented
 Cross training could take up to six months

12. Final Recommendation
I highly encourage to move forward with the cross
training. This can be done in very small increments to start
off with so the overall productivity, or lack there of, will not
be compromised in any way. The Department of Veterans
Affairs has always had to overcome adversity with regards
to their budget on a federal level; however, this type of
training would not put any of the regional offices, which are
state, in a financial hardship. The overwhelming amount of
denied claims due to the denial error rate is horrendous
and this is the first countermeasure to ensure efficiency.

13. Works Cited
Hickey, A. (2013). VA Expediting Claims Decisions for Veterans
Waiting a Year or More. Vantage Point. Retrieved June 11, 2014,
from http://www.blogs.va.gov/VAntage/9217/va-expediting-
claims-decisions-for-veterans-waiting-a-year-or-more/
How to Beat the Backlog. (2012, September 1). The American Legion
Magazine, 13-14.
Nuss, L. (2013, March 15). Denial of VA Disability Claims – What you
need to know. Disability Advisor RSS. Retrieved June 19, 2014, from
http://www.disabilityadvisor.gov/va-disability-claims-2/

14. Works Cited
Swier, R. (2013, January 28). They're not Interested in Quality. .
Retrieved June 21, 2014, from
http://watchdogwire.com/florida/2013/01/28/failure-of-the-va-
system-delay-deny-wait-till-i-die/