Department of Veteran's Services (DVS)

This is a letter from the Massachusetts State Auditor to the Secretary of the Department of Veterans’ Services about an audit that began in 2013.

“On October 24, 2013, the Office of the State Auditor initiated an audit of the Department of Veterans’ Services (DVS).”

The audit was meant to check how DVS and local veterans’ officers help returning Massachusetts veterans learn about and apply for benefits.

“The scope of this audit, which was to cover the period July 1, 2011 through June 30, 2013, was to include a review and assessment of the outreach activities and efforts of DVS and local Veterans’ Service Officers (VSOs) in assisting returning Massachusetts veterans in applying for and receiving benefits to ensure that Massachusetts veterans are fully aware of the state and federal benefits and resources available to veterans and their dependents.”

For veterans and families, the issue is whether people who may qualify for state or federal benefits are being made aware of them and helped through the process.

“The scope of this audit, which was to cover the period July 1, 2011 through June 30, 2013, was to include a review and assessment of the outreach activities and efforts of DVS and local Veterans’ Service Officers (VSOs) in assisting returning Massachusetts veterans in applying for and receiving benefits to ensure that Massachusetts veterans are fully aware of the state and federal benefits and resources available to veterans and their dependents.”

The auditor did not finish the audit because DVS lacked the defined outreach strategy and performance data needed for a fair assessment.

“As a result, we have terminated our audit at this time.”

The auditor planned to meet with DVS staff about observations and try the audit again in the next fiscal year after DVS had time to respond.

“My office will contact you during the next fiscal year to reschedule our audit after you have had a chance to consider our observations and address those that you deem appropriate.”

The important finding is not that outreach failed, but that DVS had not set up enough structure or data for the auditor to judge whether outreach worked.

“Based on our survey work, we determined that DVS has not formally defined the parameters of its outreach efforts in each of the programs reviewed.”

DVS is the Department of Veterans’ Services; VSOs are local Veterans’ Service Officers; Chapter 115 is the public assistance benefit program for indigent veterans.

“During the initial part of our audit, we conducted a survey of various programs and activities of DVS, including the Statewide Advocacy for Veterans’ Empowerment program, the Statewide Housing Advocacy Reintegration and Prevention program, the Women Veterans’ Network, various annuity and bonus programs, and the benefit program providing public assistance for indigent veterans (Chapter 115 of the Massachusetts General Laws) that is administered by local VSOs.”