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Diane Publishing Books
Veterans Benefits: Increased Focus on Evaluation and Accountability Would Enhance Training and Performance for Management Claims Processors
Daniel Bertoni (au)
Faced with an increase in disability claims, the Veterans Benefits Admin. (VBA) is hiring a large number of new claims processing staff. This report determines: (1) What training is provided to new and experienced claims processors and how uniform is this training?; (2) To what extent has VBA planned this training strategically, and how well is the training designed, implemented, and evaluated?; (3) To what extent is the performance mgmt. system for claims processors consistent with generally accepted practices? Researchers reviewed VBA policies and training curricula; interviewed VBA central office officials; visited 4 of VBA’s 57 regional offices; and compared VBA’s training and performance mgmt. to generally accepted practices. Illustrations.
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