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P R E S S R E L E A S E -
Wednesday September 13, 2006
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.”
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Larry Scott
