GAO faults training for VA claims processors

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GAO faults training for VA claims processors
By Kelly Kennedy - Staff writer
Posted : Tuesday May 27, 2008 18:04:19 EDT

Although the Veterans Affairs Department has added thousands of staff to help process disability claims, a new study finds those new employees face no consequences if they don’t attend mandatory training.

And because the caseload is so heavy, instructors aren’t always available to provide on-the-job training for new employees.

The Veterans Benefits Administration “is taking steps to strategically plan its training, but does not adequately evaluate its training and may be falling short in some areas of training design and implementation,” the Government Accountability Office said in a report released May 27.

Rep. Bob Filner, D-Calif., chairman of the House Committee on Veterans’ Affairs, asked GAO to find out what training is provided and whether it is uniform; how well it is implemented and evaluated; and how it compares with performance management practices in the private sector.

The questions came after veterans testified that the disability compensation system is Byzantine in complexity, and that it takes months — sometimes years — to make it through the process.


Rest of article at: http://www.armytimes.com/news/2008/05/military_va_training_052708w/