Content of SOARs

5. BEST SOAR Topic Requirements

Introduction

This topic contains information on areas that must be covered in the BEST SOARs including

• content of SOARs, and
• SOAR for
• local quality of VSR work
• internal controls, and
• floater review.

Change Date

October 26, 2023

5.5.a. Content of SOARs

The review must cover all related factors outlined in each SOAR below.

Notes:

• The areas for review listed below indicate the minimum areas to be included.
• RO or division management may expand the areas of consideration to ensure a thorough analysis is conducted in each process reviewed.

Important: Each analysis must identify any potential problem areas drawn from assumptions and predictions based on the findings and analysis. All assumptions and predictions must be explained and supported with rationale that is clearly outlined and supported by quantitative and/or qualitative data (i.e., include sample reviews with results where applicable).

5.5.b. SOAR for Local Quality of VSR Work

The annual SOAR for Local Quality of VSR Work must include analysis of

• local error trends on dependency claims (EPs 130 and 600), including
• review of systems compliance
• review of effective dates, and
• communication of trends to leadership and employees.
• deferrals/reworks, including
• highest category of deferrals/reworks created/caused by BEST (AWD back to VSR) to include who is creating and causing most in this category
• quality on created/caused by deferrals/reworks (was action requested accurate and necessary, most appropriate deferral reason selected, manual reference provided, and bookmarks identified), and
• actions taken to reduce deferrals/reworks in this area and validation to show improvement
• IPR use, including
• local IPR process to include selecting IPR categories, how and when corrective actions are taken and validation of such actions
• actions taken to reduce error trends and outliers identified by IPRs and validation to show improvement, and
• IPR effectiveness to reduce errors within the claims process locally and nationally
• BEST Hearings, including
• local procedures to include communications with other ROs (how are requests placed under control and managed)
• timeliness of scheduling, and
• show rates.

References: For more information on

• created by deferral data, see VBMS Deferrals Tableau Report
• VBMS deferrals, see M21-4, Chapter 6, Topic 8.e
• IPRs, see M21-4, Chapter 6, Topic 7, and
• RO hearings, see
• M21-1, Part X, Subpart v, 1.D, and
• M21-1, Part X, Subpart ii, 3.B.3.

5.5.c. SOAR for Internal Controls

The biannual SOAR for Internal Controls must include analysis of

• review of compliance with proper clearing/canceling of EPs, including
• review a sample of non-rating EPs and claim labels, and
• review a sample of work items to include process for clearing/canceling work items.
• under/overpayments analysis oversight and compliance of controls to minimize compensation benefit under/overpayments (use of special issue) to include elections, waivers, and recoupments, including
• review a sample of claim labels (130s, 290s, and 600s), and
• review process for adding special issue
• effectiveness of the 2nd signature (Admin Decisions and $40K) including character of discharge (COD) determinations, including
• review process and routing procedures, and
• review who is responsible for signature, and
• proceeds, including local procedures for control and management
• oversight and review
• distribution, and
• timeliness.

References: For more information on

• controls to minimize under/overpayments, see M21-1, Part II, Subpart i, 2.D.3, and
• administrative decisions, see M21-1, Part X, Subpart v, 1.C.

5.5.d. SOAR for Floater Review

The biannual SOAR for Floater Review will include a review of the topic/sub-topics designated by the Business Line, or the division or RO leadership will self-designate the topic(s) for the floater review.

Suggested topics for special floater review include:

• special focus deep dive (apportionments, drill pay, and CODs), and
• national review (for all BEST Sites)

Note: The floater review must include all required report format elements.

Reference: For more information on review format, see M21-4, Chapter 5, Topic 3.