An audit of the Guam Office of Veteran’s Affairs Administrative Services found that the agency lacked sufficient staff to process veterans’ claims, maintain the Guam Veterans Registry and conduct cemetery operations.
The report by the Office of Public Accountability also determined that Guam Veterans Affairs has inadequate office space and deficiencies in data management and information security.
Auditors said the agency has nine employees – five who are accredited Veteran Service Organization Representatives - serving about 24,000 active claimants. That means each representative could potentially serve 4,800 claimants each year.
The audit said claimants can expect to wait at least a month before meeting with a representative, and the agency is unable to conduct outreach activities to help with VA claims.
As a result, non-profit groups and community-based organizations have stepped in to fill the gap.
“Based on our observations and citizen concerns, there may be an increased risk for fraud and abuse when claimants choose to go to community-based and non-profit organizations that do not have qualified attorneys, agents, or representatives,” who are accredited by the VA, the audit stated.
Guam Office of Veterans Affairs has no formal monitoring or reporting procedures, but they have received reports of veterans who were helped by community groups and later had problems with the claims.
Some of the problems were “to the extent where claimants were notified and instructed by the VA to repay funds as a result of errors in improperly filled out forms that volunteers submitted on behalf of claimants,” the report stated.
Although the Guam Office of Veterans Affairs is also responsible for establishing and maintaining a veterans registry, the office has no process for reconciling the registry with active files maintained by the agency. Because of the discrepancy between active files and the registry, some community groups have created their own registries, resulting in confusion among veterans.
The audit said staffing challenges extend to cemetery operations, where 19 head markers have yet to be installed.
The agency has inadequate space in an office that is currently not compliant with the Americans with Disabilities Act.
Although the law requires secure handling of veterans’ data, the Guam Office of Veterans Affairs lacks a centralized digital records system.
“Documents are copied, scanned, and temporarily stored on unencrypted thumb drives which are placed in unlocked desks. There is no dedicated storage unit or written policy for data security,” the audit stated. “File folders are tracked manually and stored in overfilled cabinets, and additional records are kept in bankers boxes on the floor, increasing vulnerability to water damage, pests and fire.”
Although there are efforts to digitize data, a planned secure information management system remains unfunded.
The Guam Office of Veterans Affairs agreed with the findings and began working on a corrective action plan.
