Massachusetts Department of Veterans' Services

This is a Massachusetts State Auditor performance audit of the Department of Veterans’ Services, covering July 1, 2014 through June 30, 2016.

“In this performance audit, we examined DVS activities related to the administration of veteran benefits, veteran community outreach, and compliance with certification and education requirements for veterans’ services officers (VSOs).”

Auditors looked at whether DVS was properly handling veterans’ benefits and whether local veterans’ services officers were trained and certified as required.

“Below is a list of our audit objectives, indicating each question we intended our audit to answer, the conclusion we reached regarding each objective, and where each objective is discussed in the audit findings.”

The issues matter because veterans and their families depend on these benefits, and weak controls can lead to wrong payments or veterans not knowing whether they are getting the right benefits.

“Although we did not identify any instances where veterans who were deemed eligible did not receive benefits, those who do not receive NODs may not know whether they are receiving the correct level of benefits or whether they began receiving their benefits on the appropriate start date and therefore would not know that this information should be corrected.”

If you are a veteran or family member in Massachusetts, this audit is about whether the state and local offices are doing enough to help you understand and receive benefits you may qualify for.

“In partnership with VSOs, DVS helps veterans and their families navigate available federal, state, and local programs, benefits, and other resources.”

The auditor found that DVS needed better checks: to stop payments after death, to make sure veterans get written benefit notices, and to ensure local officers complete required training and exams.

“DVS does not ensure that veterans receive an explanation of their benefits.”

DVS said it would recover the improper reimbursements, start checking death data monthly, require signed benefit notices, and offer more regional training options.

“DVS is notifying them that the overpayments will be deducted from their next reimbursement scheduled for September 30, 2017.”

The audit suggests DVS could use available data better to reach veterans who may qualify for help, including thousands of MassHealth recipients who identified as veterans and might qualify based on income.

“Our analysis of this information found, of the remaining 12,219 veterans, an additional 7,938 who might qualify for Chapter 115 veteran benefits based on their income levels and are not currently served by DVS.”

A VSO is a local veterans’ services officer who helps veterans apply for and understand benefits; an NOD is the written notice explaining a benefit decision; Chapter 115 benefits are needs-based help for living costs and medical assistance.

“VSOs are appointed by the mayors or boards of selectmen in cities and towns to accept applications from veterans or their dependents, determine their eligibility for benefits, and file requests for federal benefits.”