The Veterans Benefits Administration is moving entirely online after closing regional offices, due to concerns over the spread of COVID-19.
The VA announced Wednesday that it was canceling all in-person appointments and counseling services to limit the spread of the coronavirus. The VA is still open, but all benefit claims hearings are done remotely, including claims hearings before an administrative law judge.
“No one is in the same room, for space obviously and peace of mind. That’s what they’re gearing toward now,” said Sam Flores is the commander of District 22 for the American Legion in San Diego. He’s also a veterans service officer for the American Legion, an outside advocate who helps guide vets through the claims process.
Flores can no longer be in the room with his client during the hearing. All parties connect via a video conference call.
“As long as the veteran has a smart phone and the veterans service officer has a smart phone, or a tablet then they have that link and they can continue with the hearing with the veterans law judge,” he said.
The problem is some older vets may not be as comfortable with the technology.
“It’s really hard,” Flores said. “A lot of vets we represent may be up in age. And they don’t do the email, Skype or Facebook or any of the benefits platform the VA provides. So it's our turn to reach out to them and, No. 1, make sure they’re OK. No. 2, make sure they know we’re still taking care of their process.”
Flores and others are reaching out to the veteran’s family and friends to see they can help with the technology. What he can’t do right now is go to their homes or ask them to stop into their office. The American Legion has also canceled its meetings and shut down its posts to protect its members. The VA is also letting vets cancel their meetings with the judge without jeopardizing their claims, though doing that will delay processing, Flores said.
The economy is also pushing some veterans to file disability claims with the VA. Veterans may have been eligible for a disability rating for years, but hadn’t filed until they were laid off, Flores said.
The problem is new claims will require at least one examination by a physician, and getting into to see a doctor for a non-emergency visit is incredibly difficult at the moment. Flores is encouraging patients to start the process anyway.
“That starts the clock. If you are eventually approved, the payments will be retroactive,” he said.
The VA claims process hasn’t ground to a halt. Many VA staffers are working from home, and they are available by phone or email to answer questions from veterans.
The Veterans Benefits Administration handles VA home loans, GI Bill benefits and disability claims. VA Hospitals and clinics remain open under their own restrictions.
On Friday, the VA announced that all national cemeteries would suspend grave-side services and honor guards beginning Monday. Families still have the option of gathering to watch the internment, as long as they comply with local health restrictions. The national cemeteries at Miramar and Rosecrans remain open for visitation.
