Claims processors with the Department of Veterans Affairs say a rigid quota system pits their livelihoods against the veterans they signed up to help.
and an existing quota system that pits their livelihoods against the veterans they signed up to help as a growing number of the processors leave the job.
“The VA has become a turnstile for employees,” a third claims processor said. “You see a lot of people come and a lot of people go, especially now with this point system. It’s crushing people.”The VA has been using an official quota system since 2017 to measure performance, which the agency said is “critical to providing efficient, accurate claims decisions.”
Gwinn, 63, a single mother to two teenagers, worried she would lose her job if she spent too much time on a case. She said it was easier and quicker to look for the first thing that would discredit a claim and close it out, rather than find ways to approve it. In a statement, VA press secretary Terrence Hayes said the agency did not define the “acceptable amount of time” that a processor should spend on a particular case “because each claim is unique.” The points system, he said, is based on “total work processed” and not the total number of claims processed.“We don’t have enough time to look through every little thing because we got to have so many points a day,” one processor said.
The bill extended eligibility for VA benefits to about 6.2 million veterans who were exposed to burn pits, Agent Orange, radiation and other toxic substances during their service, according to the agency.SrA Julianne Showalter / DOD file “If you’re a new person, and you ask for help, it’s like pulling teeth now,” she said, adding that a new hire on her team recently lasted only a few hours once the processing work began.On top of that, more than half of the people who work for the benefits unit are veterans themselves, the VA said, meaning some may be dealing with their own service-connected medical and mental health issues.
More than 270 regional office employees, including claims processors and other workers, have been put on performance improvement plans since the quota system took effect in 2017, the VA said. The agency said 136 claims processors were terminated and 27 were demoted because of performance issues in that time period.
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