First, I think we need to talk about what exactly the report says before we talk about the recommendations.
I'm going to read you a couple lines from the report—not many, but I have to read them.
Under “Veteran Benefit Team”, it says, “outdated reference material...did not provide the level of detail that would ensure staff properly/consistently performed required duties.”
This is under “Benefits Adjudication and Processing Unit”:
There was no official business processes or guidance on how to process disability benefits for survivors.
There was no formal training related to disability benefits for survivors. Staff relied on co-workers to obtain guidance.
It also says, “The existing business process for preparing...the [benefit information letter] did not provide sufficient level of detail to properly perform/conduct their responsibilities.”