The Backlog

"Jim, where is my claim?"  This is one of the most frequent messages I receive.

In case you haven't heard, VA has fallen behind in its work.

If you file a claim today, it won't be properly adjudicated in 125 days. Or 365 days. Or 730 days.

The VAWatchdog advises veterans to plan on a 2 year wait for the denial letter. The appeal will then take another 2 years.

The backlog won't be resolved in 2015. It isn't likely that your claim will be either.

Each week your Department of Veterans Affairs publishes the Monday Morning Workload Report (MMWR). The MMWR is in a complex speadsheet and sometimes it's difficult to read.

The promises of a fix haven't changed very much in years. Look down this page and you'll see how VA has been telling us of speedier claims processing and increased accuracy for a long, long time.

The ‘Long and Unacceptable’ Wait for a Veterans’ Benefit   

Joan Senffner of Plainfield, Ill., said that she had helped her parents — both World War II veterans –– apply, but her father died without receiving any compensation. She is still waiting to hear whether her mother will receive it. Said Ms. Senffner: “She served her county & the USA doesn’t care!”

Adele W. from Glendora, Calif., was frustrated by the V.A.’s confusing rules and long delays: “I started working on getting benefits last July for my 94-year-old father….In the meantime, my father passed away and I can’t get ahold of anyone at the V.A. I am appalled that we are doing this to our veterans and seniors. This is a benefit that they earned and can’t get it because it is too complicated.” 

The Department of Veterans Affairs announced Wednesday that it is mandating the use of overtime for claims processors at its 56 regional offices as part of a “surge” aimed at eliminating the disability claims backlog.

The announcement is the latest in a series of measures the department has adopted in recent months in response to sharp criticism over the number of claims pending from veterans seeking disability compensation. That number, which was over 900,000 earlier this year, had fallen to 843,000 as of May 13, more than two-thirds of which have been pending for over 125 days.

Complaints Voiced At Forum About VA Claims Backlog  

Military veterans and their advocates described a broken system where claims for VA benefits are dragged through a bureaucratic maze.  Patrick Asta-Ferrero of Agawam, a  U.S. Army Iraq War veteran unable to work because of head trauma, said he started filing claims with the VA almost five years ago with no resolution to his case within sight. 

Mandatory Overtime for VA raters? No thanks!  


Department Of Veterans Affairs Employees Face Mandatory Overtime To Clear Claims Backlog     

More than 10,000 workers who handle disability claims at the Department of Veterans Affairs will be required to work at least 20 hours of overtime each month in an effort reduce a sizable backlog, the department announced Wednesday. 


Want to read more of the Mailbag?  Click here.


Good evening, Jim,

(FIRST: if you post this on your website, please make sure it's anonymous - no name or office location.  This is one person's opinion, my own, and I certainly do
not speak for the VA as a whole.  Also, I have lurked on your site for a while, mainly curious to see how some veterans view the VA and also to pick up on some news stories related to veterans and the VA.  I think you do a wonderful job and hope a lot of veterans are getting help thanks to your site).

I'm a VA employee (a senior VSR, or authorizer) that has been at my job for six years.  I started as a VSR, but took the certification test and have been an authorizer for about half that time.  This is my first "real" job, started right after college.  I'm the type of person that wants to help people, and who better than our military veterans?  My father, both grandfathers, and some other extended family have all served in the military.  So when I do my work I try to remind myself that I am helping someone's father; grandfather; brother; sister; child; etc.  These are people.  In fact, when we started training, one of the first things we were told was "remember these are people, not file numbers."

In my six years since, my naivety has worn off.  At first, I thought it was a wonderful job - I can help people, have good pay, job security, great benefits, all at the same time.  How soon I learned what bureaucracy really was.  And slowly I have come to realize that management and those at the top care about the numbers and looking good to Congress, the media, and the public in general.  They do not care about the people whose claims we are working.  Or the people actually working the claims.

I left early this afternoon, but heard on Facebook from a co-worker that mandatory overtime was put into place.  Again.  This is the third time in about two years
this has happened.  Let's see, forcing employees to kick in an extra 20 hours a month - when we're already burnt out - did that really make much of a dent in the backlog the last two times?  Morale is at an all time low and it seems like it gets worse all the time.  People are retiring and quitting left and right because they
are sick of it. They push VBMS (the new paperless claims program - which they're trying to implement before it's really ready), then all of the sudden - while we
are in the middle of training employees how to use the system - 2 year old claims are the priority.  And they HAVE to get done.  They don't care how, they just
have to be gone by the middle of June.  And now the overtime issue, when the government is already in debt and other departments are dealing with furloughs.

To solve the problem of the backlog, we don't need to exhaust our already exhausted workforce.  Add more employees.  Yes, it takes at least a year if not longer
for employees to get really trained and comfortable with the work.  But we cannot manage the workload we have with the number of people we have.  I wish we could simplify the system somehow.  The solutions that they come up with in DC are the most bizarre and, honestly, stupid ideas I have heard.  They implement changes without really knowing how to work a claim.  If General Hickey and those that make these decisions actually worked a claim from start to finish - not just easy one-issue claims, but PTSD, Agent Orange, ones where veterans are claiming 50 issues - then maybe they'd have an idea what we actually do and better know how things need to work to solve this problem.  But they are clueless...

I have been unhappy for a few years now.  To be honest, I am looking for other opportunities.  And that's the sad thing.  With how things are being run, they are going to keep losing the good people.  The ones that try their best, that are driven by a goal of helping every veteran they can and doing it to their best of the
ability, despite the pressures of making production and "everything's a priority" and, some like me, with a dozen extra special projects to do on top of everything else.  We are tired and frustrated.  I have to pay my bills somehow, but if there's somewhere else that can do so, I am walking out and not looking my back.  My job is to help veterans, and I feel like those at the top are forcing me to make my job to help "the numbers."  Those numbers represent veterans, yes.  But why should certain files sit in my cubicle for months, just because they don't fit one of our "priorities"?  Those are veterans waiting too, and they shouldn't be
neglected.  I am tired of not feeling in control of my workload, tired of the constant changes, and tired of the bureaucracy.

In the meantime, I'll do the best job I can do to those veterans whose claims I work.  But I am hoping that it doesn't have to be much longer.  Not because I want
to stop helping veterans, but because my health and my sanity are more important than this job.

Reply,

Thank you for your insightful comments. As always, anything I receive from any source, whether from a VA employee or anyone else will remain as anonymous
and confidential as we can make it. We value your comments and we use every measure we know of to safeguard your ID. Since 2006, we haven't had
any breach of security. To be honest, VA doesn't ask. When we hear from VACO senior executives, they compliment us and our work.

I hear from many VA employees. Almost every time I get an email from a VA employee, the message is supportive of our mission at VAWatchdog. This includes raters like yourself as well as senior executives, VA attorneys, and employees who are just beginning their career as well as those who have retired after decades of VA service.

The fact is that our mission and goal here is much the same as your own. We only want to ensure that every veteran is treated fairly, with respect and that we educate each time we publish. We aren't here to bash on the VA, we only want to teach veterans how to navigate the many twists and turns that they find when they try to obtain the benefits they earned. We don't generate bad press or negative headlines, VA does that nicely without our help.

We hear the frustrations that you voice every day. We understand that you and your peers and colleagues aren't allowed to do your jobs efficiently and accurately. You can't use your training, skills and experience...you must follow rules that change frequently and every week you're instructed to follow some new initiative.

We hear you and we agree with you on all but one single point, "Add more employees."  In 2007 there was a similar refrain and VA embarked on a campaign to hire thousands more employees so they could reduce the backlog. (Sound familiar?) A retired senior VA rater in a position similar to yours wrote to tell us that to hire new employees was nothing more than applying "lipstick to the pig". His point was that until the corporate culture of VA changes, any new employees will be trained to do everything the way it's always been done.

His comments in 2007 were remarkably prophetic. New employees as well as those who have been around for many years are being ground down by the inconsistent policies that seem to be the best that VA can manage. I can only imagine how frustrating it must be to have to show up every morning to a job that could be rewarding but isn't.

The bottom line is that we appreciate you and what you do. This extends to your colleagues, all the VA employees who really work hard to assist every veteran. Thanks for expressing your thoughts to us.


VA Employees...  

Many of you write to us.  We enjoy hearing from you. We take a lot of care to ensure that your identity is protected. If you haven't emailed us and you'd like to, we can offer a few tips.

VAWatchdog isn't restricted on VA computers. However, we discourage you communicating with us from your workplace. Wait until you're home and on your own time, please.

You may use a "throw-away" email address if that makes you more comfortable. Many of you use http://mailinator.com/ effectively. Hey, I do! It's easy
and effective.

We must ask that you show us some evidence of who you are. We trust and verify...confidentially.

If you are a rater and you'd like to help, we'll allow you to answer veterans questions here and at our message board. You can email me directly or sign up over at
our forum and message board.

VAWatchdog appreciates VA employees. We know many of you and we know that the great majority of you are doing the best you can for veterans. Thank you!



Voice your opinion, click here to make a comment.  

The consensus of opinion regarding the The Initiative To Rate Old Claims is...  

As one veterans law attorney told VAWatchdog;

"The VBA is kicking the can down the road again. Nobody believes that this newest offering from VBA has any merit. This appears to be a desperation move that has confused veterans, dumbfounded VBA employees and irritated advocates everywhere. Congress is as angry as ever and as ineffective as ever. The bottom line is that this will result in further delays."

The Plan To Reduce the Backlog; The Initiative To Rate Old Claims Within 60 Days

The letter below has raised many questions. For more about this and how the backlog affects your claim, please click here.

Read the letter here:

Guidance Regarding Special Initiative to Process Rating Claims Pending Over Two Years

In clearing backlog, VA to fast-track only clear, complete claims

   
The Veterans Affairs Department will help fewer veterans as it aims to prevent errors in reducing its backlog of disability claims by awarding temporary ratings to the oldest claims.

Testifying Tuesday before the Senate Budget Committee, VA officials said the initiative launched Friday — which applies to claims that are more than a year old — will provide “provisional” ratings and immediate disability benefits only to cases that can be quickly and clearly decided.

Asked about the potential for errors, VA Secretary Eric Shinseki said only claims that provide “clarity and documentation, where we can render a decision,” will be fast-tracked into the new program.


VAWatchdog Comments;

It appears the Secretary has just put a halt to the The Initiative To Rate Old Claims. When he says that the only claims that will be fast tracked into the new program are those providing “clarity and documentation, where we can render a decision”, it sounds like only fully developed claims will be given any attention.

In so many words, the Secretary has just nullified most of this latest initiative.


A senior VA employee comments:

Hi Jim,

Just weighing in on the 2 year old claim initiative. What the letter from the VA does not tell you is that they took all of the claims over 700 days old from those RO’s with huge backlogs, such as Baltimore, Oakland and Los Angeles, and spread them across the country for other RO’s to work. That means that if your RO was one of those who managed to get its old claims down to a manageable number, it has now been rewarded with having to stop working its own claims and work the claims of these other RO’s. All of the 700 day old claims are to be completed within 60 days. Any follow up that might be needed will be worked as a new claim after the claim is sent to be scanned into VBMS. That just means these claims will go into the back of the line and wait to be worked again. Even if additional evidence is submitted that changes a decision, because the claim is no longer 700 or more days old, it will not be a priority and will be worked when the original RO gets to it.

In principle, I like the concept of an initiative to work the oldest claims first but I can tell you that many of these claims are very poorly developed or have prior ratings in them with many mistakes that a 60 day deadline will not allow you to fix. In addition, they want the claims to be rated based on the evidence already in the claims folder but most of the RVSR’s trained over the past 5 years or so do not know how to do this-they do not teach you this at Challenge training. The new RVSR’s are very dependent on VA examinations and calculators to make their decisions for them.

As for the VA employees overall, they are too burned out and confused to get behind this initiative. The Nehmer claims burned many out as some offices were on mandatory overtime for months. Since the beginning of the fiscal year in September 2012, we have undergone “transformation”, were switched to windows 7 and Microsoft office 2010 with the worst training I have ever seen. Our files and documents were put in places where we could not find them. Some stuff just disappeared and we still do not know how do or find many other things in the system. Then they made the sudden decision that everyone would go to VBMS. That took people out of production for days while undergoing training and many people still do not know how it works. It is also slow and I would not be surprised to find out that it will not be able to handle the volume when everyone does get on. Now, everyone has to stop what they are doing to handle this initiative. At this point I think most of us are so saturated with so many changes, new procedures, and fears of making a mistake that we are creating a self-fulfilling prophecy of failure.  It is not that people do not want to do a good job, it is more like the VA does not allow you to so you get frustrated, demoralized and just stop caring.

I am not one of those angry at the VA because of all of the changes. I am one of those who are frustrated because I cannot do the job to the level of the professional standards I have set for myself in my career. I hope this initiative works but I am not optimistic.

    /S/

Career VA Employee, RVSR

VA has promised that the backlog will be resolved by 2015. This is how much time they have left...

08/31/2010   Shinseki: VA Backlog Will Be Broken This Year


10/14/2009   Backlogs continue to frustrate progress at VA


09/24/2009   Quality Over Quantity Important in Reducing Veterans` Claims Backlog


07/12/2009   Veterans Affairs Faces Surge of Disability Claims


05/04/2007   Veterans Affairs backlog, bonuses stir anger


03/13/2007   New idea offered for easing VA claims backlog


05/23/2007   Veteran-Claim Court Faces Highest Caseload in Its History


03/27/2002   VA Making Progress On Backlog Of Claims


05/28/2002   VA Slashing Backlog


06/20/2001   VA Benefits Claims System Flawed


10/03/2001   VA Claims Processing Task Force

Veterans' wait time for benefits is 'too long,' VA official concedes   


Huge VA disability backlog frustrates local veterans   


VA’s ability to quickly provide benefits plummets under Obama     

Veterans Often Wait Over A Year For Benefits, Some Wait Up To 642 Days As VA Struggles To Handle Claims    

Captain Obvious Reports...GAO thinks that VA may have a problem.

09/1994   Lack of Timeliness, Poor Communication Cause Customer Dissatisfaction  

GAO found that: (1) over one-third of VA benefit applicants are dissatisfied with VA claims processing operations; (2) applicants frequently complain that VA does not timely process claims, does not adequately communicate with its customers, and requires many applicants to resubmit documents


12/2002   Claims Processing Timeliness Performance Measures Could Be Improved   

Fiscal year 2002 timeliness, using VBA's measure, was 223 days; however, disability compensation decisions took significantly longer than decisions under the other two programs. A disability compensation decision requires more evidence, in part because VBA must determine that each claimed disability is related to the veteran's military service. VBA does not yet have adequate data to measure the timeliness of its new specialized regional office claims processing teams but is working to improve its data.


12/2005   Claims Processing Challenges and Opportunities for Improvements  

Their concerns include long waits for decisions, large claims backlogs, and inaccurate decisions. Our work and media reports of significant discrepancies in average disability payments from state to state have also highlighted concerns over the consistency of decision making within VA.


03/2007   Processing of Claims Continues to Present Challenges  

For example, as of the end of fiscal year 2006, rating-related compensation claims were pending an average of 127 days, 16 days more than at the end of fiscal year 2003. During the same period, the inventory of rating-related claims grew by almost half, in part because of increased filing of claims, including those filed by veterans of the Iraq and Afghanistan conflicts. 


12/2012   Timely Processing Remains a Daunting Challenge   

As a result, the evidence gathering phase of the claims process took an average of 157 days in 2011. Further, VBA’s paper-based claims processing system involves multiple hand-offs, which can lead to misplaced and lost documents and can cause unnecessary time delays. Concerning timeliness of appeals, VBA regional offices have shifted resources away from appeals and toward claims in recent years, which has led to lengthy appeals timeframes.  


03/2013   Challenges to Timely Processing Persist  

VBA has a number of initiatives underway to improve the timeliness of claims and appeals processing. Such efforts include leveraging VBA staff and contractors to manage workload, modifying and streamlining procedures, improving records acquisition, and redesigning the claims and appeals processes. According to VBA officials, these efforts will help VA process all veterans' claims within VA's stated target goal of 125 days by 2015. However, the extent to which VA is positioned to meet its ambitious processing timeliness goal remains uncertain.

The Center for Investigative Reporting  

is publishing a vast amount of data on the Department of Veterans Affairs claims backlog through an interactive API, which can be embedded on any website. This is all the data behind CIR's March report that showed the number of veterans waiting more than a year for their benefits had increased by more than 2,000 percent under President Obama.

Here's a link to the interactive: http://cironline.org/use-data-veterans-disability-backlog

Fee free to use any of this data with a mandatory credit to the Center for Investigative Reporting.

Here’s a list of the data available in the API for every regional office in the country, in most cases back to 2009.

* Veterans waiting on a disability claim: The number of veterans waiting for a response from the VA for compensation for a disease, injury or illness linked to service in the military.

* Average processing time: The average number of days veterans wait for a decision from the VA.

* Average wait for new claims: The average number of days veterans filing a claim for the first time wait for a response from the VA.

* Average time to decide an appeal: The average number of days veterans wait for a response from the VA if they were denied their original claim and had to appeal.
Completed claims: The number of claims processed by the VA by month.

* Claims received: The number of claims received by the VA by month.

* Claims completed per FTE: The number of claims processed per VA claims employee over the course of a year.

* Employees on duty: Number of claims staff working at the veterans service center at each VA regional office.

* Claims pending at least 125 days: The number of unprocessed claims at least 125 days old, including appeals.

* Claims pending at least one year: The number of unprocessed claims at least a year old, including appeals.

Va Fighting Losing Battle Against Backlog   May 2005

VA Claims Backlog Is Stacking Up Quickly   May 2005  

Obama Targets Backlog Of Veterans' Claims   August 2009 

Lawsuit says VA mishandled claims   July 2007  

Obama pledges to listen to VA employees   August 2009

Action memo on VA     December 2008

Hidden, Lost, and Unopened Benefits Letters at the VA   March 2009   

Veterans Dept. Nears Dubious Milestone   June 2009  

"Since early 2007, the VA has hired 4,200 claims processors and with that has seen improvements in the number of claims it's processing. It's also working to modernize its system."   June 2009  

VA opposes bill to let veterans hire lawyers   June 2006  

VA facing lawsuit over claim delays   Appeals often take years, veterans say   November 2008 

Quality Over Quantity Important in Reducing Veterans` Claims Backlog   September 2009 

"...we (The American Legion) applaud the energetic and conscientious efforts the VA is making to address the claims backlog problem."

Disabled Veterans Battle For Benefits   March 2009  

Veterans’ Programs Overwhelmed, Panel Is Told    March 2007  

Judge warns of disability appeal backlog   May 2007