“Rearranging the deck chairs on a sinking ship”: NYT exposé on VA backlog
Reporter James Dao at the New York Times has been doing some sterling work recently exploring the dysfunction at the U.S. Department of Veterans Affairs (VA)—and more importantly, exposing how that dysfunction is leading to worse service for veterans and the abuse of taxpayer dollars.
In case you missed it, Dao dug in to the benefits backlog at the VA last week in a story that will leave you shaking your head:
For hundreds of thousands of veterans, the result has been long waits for decisions, mishandled documents, confusing communications and infuriating mistakes in their claims.
Numbers tell the story. Last year, veterans filed more than 1.3 million claims, double the number in 2001. Despite having added nearly 4,000 new workers since 2008, the agency did not keep pace, completing less than 80 percent of its inventory.
This year, the agency has already completed more than one million claims for the third consecutive year. Yet it is still taking about eight months to process the average claim, two months longer than a decade ago. As of Monday, 890,000 pension and compensation claims were pending.
Skyrocketing costs have accompanied that flood of claims. By next year, the department’s major benefit programs — compensation for the disabled, pensions for the low-income and educational assistance — are projected to cost about $76 billion, triple the amount in 2001. By 2022, those costs are projected to rise nearly 70 percent to about $130 billion.
One attorney who works on VA claims describes the department’s efforts at reform as “rearranging the deck chairs on a sinking ship”—a painful but apt metaphor. Read the whole story—the fecklessness and incompetence at the VA will make your blood boil.
Much of the problem is systemic: more veterans mean more claims, and with improvements in technology and field medical treatment, more warfighters are returning home with injuries and disabilities (as compared to earlier conflicts, when a combat injury was a death sentence.) That puts a tough burden on the VA.
But the story also makes clear that the VA’s bureaucratic culture, which prizes process and production quotas over outcomes, is a big part of the problem as well. That likely won’t be improved by adding more employees; what’s needed is a departmental overhaul that puts a premium on customer service.
Previously, Dao covered departmental whistleblowers who revealed that the VA has been issuing duplicate and inflated payments to many beneficiaries, at the same time that other veterans are waiting months and even years for the benefits they earned.
Complaining about the media is a cherished American pastime on both the left and right (often with good reason). So when a reporter and a major newspaper dedicate the time and resources to expose government failures with this much skill, we should take the time to recognize that effort. Kudos to James Dao and the New York Times for bringing these stories to light—and shame on our leaders in Washington for allowing these conditions at the VA to persist.
Pete Hegseth is the CEO of Concerned Veterans for America, and the former executive director of Vets for Freedom. Hegseth is an infantry officer in the Army National Guard, and has served tours in Afghanistan, Iraq, and Guantanamo Bay.
Rhonda Evans
Oct 05, 2012 @ 10:42:58
The problem at the VA is it is run by CIVILIANS, who have NO stake in the outcomes of their jobs. As a former employee I can tell you from experience that the majority does not care, They are more concerned about keeping their Union strong than accomplishing their jobs. I personally witnessed the hiring of civilians vs Military Retires who had twice the experience because we have been taught to follow the rules and do things the most effective way. The Secretary of the VA needs to stop hiring Civilians and hold HR personnel accountable for NOT hiring Veterans. He also needs to insure that we are not hired at the lowest paygrade possible. We are normally far more educated than the civilians that are being hire. Go with the motto of “Veterans Helping Veterans” not ” We are Civilians and have no Military experience therefore we can’t begin to understand your issues or try to help you solve them” If I sound ANGRY it because I am!!!! I wish that I could be in charge of the VA for 6 months and handpick a staff to help me do a complete over haul! With the authority to fire those NOT performing their Jobs. There would be alot of Former VA personnel standing in the UNEMPLOYMENT LINE!
mark foster
Oct 04, 2012 @ 23:55:08
number 1 problem i see is that the VA doesn’t have a approval system like the other agencies. let me explain, the VA a still uses “paper” to approve claims. whereas other agencies, 99% of claims are processed and approved via their respective computer systems, where an answer is given within 24 hours (usually much less). only that 1% (or easily less) would require a person to actually review the claim. but even the the information should be entered into the VA database, where it should be accessible anywhere. so if i go to a different VA medical facility, then have access to my records (medical, service. regardless of when i served, where i received medical attention, etc). so there in lies the problem. where private industry and many gov agencies have digital records, the VA is stuck in the “paper age”.
Richard
Oct 04, 2012 @ 21:49:49
The word got out that the VA was easy money for the taking. Gulf war vets file claims for PTSD when there was not even a war for the ground troops. Mystery illnesses, and psychosomatic illness like never before. The reason is simple. Easy money. When someone looses a leg or worse you have a disabled vet but when someone has a rash, can’t sleep, is afraid of the dark or show no ill effects that is not disabled.
This may seem harsh to some but we all know there are lots of bogus claims. Take those out and the system would not be a major problem. I am a Vietnam veteran. 67-68 11 corp.
Ed Payne
Oct 04, 2012 @ 21:23:32
The Social Security Administration handles support for nearly 62 million people with 66,000 employees. The VA has 270,000 employees supporting 4 million veterans. Maybe the VA needs to go talk with the SSA and learn a few things.