As reported here two weeks ago, ( Shredding Our Trust in the VA -- http://www.military.com/opinion/0,15202,177212,00.html ), the Office of Inspector General (VAOIG) of the Department of Veterans' Affairs (VA) has been conducting a series of investigations into document mishandling at the 57 Regional Offices (VAROs) across the country.  VAROs, run by the Veterans' Benefits Administration (VBA), handle claims for veterans in their particular geographical area.

The investigations were conducted to look at the issue of "timeliness," that is how VAROs process incoming documents critical to a veterans' claim.  VAOIG wanted to know if the documents were logged into the VARO system in a timely manner, date/time stamped, attached to the veteran's file and then moved on to the proper person for processing of the claim.

VA officials had remained silent about the investigations until publication of the above-mentioned article.  Then, on Thursday, October 16, 2008, officials of the VBA hosted a conference call for leaders of the major veterans' service organizations (VSOs).  During that call, VSO leaders were told that investigators had found just 10 documents critical to a veteran's claim in shredder bins at VAROs being investigated.  Some VSO officials questioned the accuracy of "just 10" documents.

It was also announced that all VAROs had been ordered to stop shredding documents and mangers were ordered to remove personal shredders kept at employee's desks.  VARO managers were also instructed to "tear apart" all shredder bins, locate documents relevant to a veteran's claim, and report back to VBA officials the following week.

What went on over the next few days has been described as a nationwide "dumpster dive" at the 57 VAROs.  On Thursday, October 23, 2008, VBA held another conference call for VSO leaders.  The call was moderated by Adm. Patrick W. Dunne, VA's Acting Under Secretary for Benefits.  Most of the speaking was done by Mike Walcoff, the Deputy Under Secretary for Benefits.

Walcoff told the VSOs that they found 423 (later revised to 489) documents critical to veterans' claims in VARO shredder bins across the country.  "Critical" means that the document was necessary for the veteran's claim to be properly adjudicated by the VBA.  The biggest problems were at three VAROs.  259 of the 489 documents were found at Columbia, SC, St. Louis, MO and Cleveland, OH.

Investigations at Columbia (105 documents) and St. Louis (96 documents) pinpointed the source of the documents waiting to be shredded and one employee at each VARO has been put on administrative leave.  An investigation is ongoing at Cleveland (58 documents).  It should be noted that some VAROs returned a "negative" report, meaning they found no critical documents in shredder bins.  We do not know which VAROs turned in those reports.

Walcoff told the VSOs that VBA will come up with a plan of action to try to prevent this type of activity.  One plan might be to have at least two employees sign-off on any documents going to a shredder.

For an article in the October 23, 2008 edition of the St. Petersburg Times, reporter William Levesque interviewed Walcoff and asked:  Have workers for months or even years destroyed untold numbers of documents critical in deciding if the VA owes a veteran a pension or disability payment?  Walcoff answered, "That's the obvious question.  We can't answer that at this point."  Walcoff added, "This is not something we're comfortable with.  I won't say anything to diminish the importance of the documents veterans send us.  We didn't take care of some of them like we should."

While the issue of critical documents in shredder bins has been getting much of the attention, the real issue of "timeliness" and the mishandling of documents is being underplayed by the VA.  But, what happens to incoming documents at the 57 VAROs is the core issue.

As reported earlier, on October 6, 2008, VAOIG investigators working at the New York VARO found evidence that managers were faking their "timeliness" figures to make it appear they were more efficient than they really were.  VBA removed top VARO managers, placed them on administrative leave and moved in Regional VBA personnel.  But, what has just recently been reported points to the core issue of "timeliness."

On October 22, 2008, the New York State Division of Veterans' Affairs held a Counselor Refresher Training Seminar at Stewart Air National Guard Base in Newburgh, NY.  Early in the meeting a New York VARO representative said problems found by VAOIG were improper entry dates on documents and improper procedures.  It was also stated that 20,000 pieces of mail were not opened and paperwork files were not collated or properly attended to.  Apparently, this had been going on for some time.  VBA disputes the 20,000 number, calling it "significantly less" while acknowledging that VARO employees have been working for weeks sorting through unopened mail and entering it into the system.

VAOIG is continuing investigations at a number of VAROs.  Reports indicate investigators have found critical documents "hidden" in employee's desks, storage bins and other unauthorized areas.

All of this has caught the attention of Congress.  Rep. Bob Filner (D-CA), Chairman of the House Committee on Veterans' Affairs, said of VARO officials, "These guys remind me of the Keystone Cops."  Filner will be holding a hearing on the issue the week of November 17, 2008.  The hearing is titled:  Shredding Our Confidence in the VA.  Filner, known for his blistering questioning of VA officials caught in the glare of Capitol Hill TV camera lights, added, "This completely shatters confidence in the whole VA system.  These documents are matters of life and death for some of these veterans."