VBA’s Compensation Service Did Not Fully Accommodate Veterans with Visual Impairments

The VA Office of Inspector General (OIG) conducted this review to determine whether the Compensation Service complied with accessibility requirements for communicating benefits- related information to veterans with visual impairments. The OIG found that VBA’s Compensation Service did not fully comply with section 504 of the Rehabilitation Act. The review team determined that visually impaired veterans could be excluded from accommodations by the Compensation Service’s criteria, and even the legally blind veterans who meet the criteria are not accommodated through the entire claims process. Although VBA’s Adjudication Procedures Manual instructs claims processors to contact visually impaired veterans by telephone to discuss the contents of decision notices, 87 of 100 claims reviewed showed no documentation of processors making such calls. Consequently, some veterans may not have been made aware of adverse claims decisions or their rights to challenge such decisions. The OIG concluded that the Compensation Service’s continued failure to coordinate with relevant agencies, along with its failure to comply with VA-wide accessibility implementation requirements, will continue to make it more difficult for veterans with visual impairments to participate fully in the disability compensation program. The OIG made five recommendations to the under secretary for benefits: (1) update the process for developing, approving, and issuing guidance for accommodating visually impaired veterans to include steps for consulting with the Office of General Counsel; Office of Resolution Management, Diversity, and Inclusion; and previously, the Department of Justice Civil Rights Division; (2) update the adjudication procedures to comply with federal regulations and VA policies; (3) develop and implement a quality assurance mechanism to ensure compliance with accessibility requirements; (4) assign accessibility coordinators, publicize their names, and conduct a self-evaluation of policies outlined in VA accessibility requirements; and (5) coordinate a process to ensure visually impaired veterans are informed of the availability of accommodations.