VA Transformation
•
•
•
•
•
•
•
•
•
•
•
•
•
•
eBeneifts
Stakeholders Enterprise Portal (SEP)
Digit to Digit (D2D)
Claims Filing
Fully Developed Claim (FDC)
Standard Claims and Appeals Forms
Acceptable Clinical Evidence (ACE)
Disability Benefits Questionnaire (DBQ)
Veterans Benefits Management System (VBMS)
National Work Queue (NWQ)
Compensation and Pension Examination (C&P)
Claims Assistance
Department and Chapter Service Officers
VA Compensation process
U.S. Department of Veterans Affairs / Department of Defense
History
• eBenefits (www.ebenefits.va.gov) is
a joint VA/DoD Web portal that
provides self-service capabilities to
Veterans, Service members, their
families and caregivers.
• Development of eBenefits was
initiated in March of 2007 at the
recommendation of the President’s
Commission on Care for America’s
Returning Wounded Warriors
(Dole/Shalala).
Purpose and
Importance
• Provides a secure, single, personalized online point of entry
to access numerous VA and DoD applications and services.
• Offers access to over 50 self-service tools (through online
transactions, without needing to call or visit VA).
• Facilitates improved customer service and access for
Veterans to VA information and services.
• Helps Veterans manage their claims.
• Provides links to other sites that provide information about
military and Veteran benefits and services.
eBenefits Users
– Veterans
– Service
members
– Family
members
eligible for
benefits (legal
dependents
over age 18)
Website Navigation
•Overview of Main Navigation
• Login / Register
• Apply for Benefits
• View Status
• Access Documents
• Browse Benefits Links
• Career Center
•Overview by Audience
• I am a Veteran
• I am a Service member
• I am a Family member
Summary
• eBenefits is a joint VA/DoD Web portal.
• Visit eBenefits at www.ebenefits.va.gov.
• eBenefits is available to Veterans, Service
members and eligible family members.
• eBenefits provides resources and self-service
capabilities to research, access and manage
VA and military benefits and personal
information.
Registration
•The eBenefits DS Logon Account Registration Wizard is a DoD online self-service application
that allows online registration and identity authentication.
•A DS Logon is a secure identity (username and password) used by various VA and DoD
websites, including eBenefits.
•Before a user can use eBenefits, they…
• Must be listed in the Defense Enrollment Eligibility Reporting System (DEERS).
• Obtain a DS Logon (Level 1 – Basic or Level 2 – Premium).
•DEERS is the system of record that determines who is officially eligible for military benefits and
entitlements.
•To obtain a DS Logon using the Wizard, users must:
• Be registered in DEERS
• Create a Basic Account first
• Build a user ID
• Create a secure identity through answering 5 questions
• Answer three personal questions correctly to confirm identity for upgrade to
Premium Account Status. A fourth question may be asked if you miss one.
Registration: Basic
eBenefits Account
•eBenefits Basic Account (DS Logon Level 1):
• Self-Register in eBenefits using online Registration Wizard or in
person at an RO or TRICARE Service Center.
• Only requires that user be registered in DEERS.
• Provides limited access to eBenefits features.
•
Favorite links
•
Categories of benefits that are of interest
•
VA home loan certificate of eligibility
• No access to personally-identifiable information (PII) from VA or DoD.
• Lower form of access that is easier to obtain because in-person or
remote identity verification is not required.
Registration: Premium
eBenefits Account
•eBenefits Premium Account (DS Logon Level 2):
• Requires another level of identity verification (online, by phone,
or in-person) for access to PII and given HIPAA requirements.
• Provides unlimited access to eBenefits features.
• Highest level of access, allows users to access PII through VA and
DoD applications and services.
• Claim status
• VA payment history
• TRICARE information
• Military separation documents (for Veterans)
•
Note: Creating a Premium Account by visiting an RO or TRICARE office
without having a Basic Account will require users to receive an
activation code from DoD within 6-12 days at their mailing address on
record.
•
•
In Person Proofing:
• The Level 2 DS Logon is available to users at all VA Regional Offices
and TRICARE Service Centers (TSCs) via in person proofing using
the DS Access Station software.
• One piece of photo identification issued by a state or the
Federal government
• Second piece of identification, such as a birth certificate or
social security card
Remote Proofing:
• Veterans and Service members can obtain a Level 2 DS Logon
online using the DS Logon Registration Wizard’s online identity
authentication tool.
• Military retirees can use their DFAS MyPay logon and password to
self-authenticate and obtain their DS Logon online.
• Veterans and Service members holding DoD Common Access Cards
(CAC) may use these cards to obtain a DS Logon online.
• Upgraded MyHealtheVet users with a DS Logon now have instant
access to eBenefits (via single sign on).
• Veterans in receipt of monetary benefits from VA via direct deposit
can obtain a DS Logon account via telephone (NIST 800-63
compliant).
Registration: Summary
• Users must be in DEERS.
• To use eBenefits, users must register for a DS Logon
account.
• There are two types of eBenefits Accounts: Basic and
Premium.
• Basic Accounts provide limited access to features.
• Premium Accounts provide unlimited access to over 50
features and require identity proofing.
• Users may register for a Basic Account online.
• Users may register for a Premium Account online, by phone,
or go in person to a VA Regional Office or Tricare Service
Center.
• The eBenefits Registration Wizard allows users to obtain
both a Level 1 and Level 2 DS Logon online (using remote
proofing).
eBenefits: Top 20 Features
1. Access & Download VA Documents:
• Home Loan Certificate of Eligibility (COE) – Veterans and Service
members can generate and print their Certificate of Eligibility for a
VA Guaranteed Loan.
• Preference Letters – Veterans can create VA letters for a variety of
purposes, including Civil Service Preference, Commissary (DoD
Identification Card), Service Verification, and Benefit Verification.
The letter templates automatically include the user’s name and
current Compensation and Pension address.
2. Access & Download Official Military Personnel File (OMPF)
• DD Form-214
3. Apply for Benefits
• Where applicable, users can apply for Compensation, Pension,
Education, Burial and Vocational Rehabilitation & Employment
(VR&E) Benefits online through the Veterans Online Application
(VONAPP).
4. Review claims and appeal status
• Veterans and Service members can view the status of their
claims/appeal.
5. Apply for benefits and manage your claims (via VONAPP Direct
Connect)
• An online wizard recognizes Claimants upon login and helps
them make changes to marital status, dependents and
school verifications with guided assistance from VONAPP
Direct Connect (VDC).
6. Check Post-9/11 GI Bill status
• Veterans and Service members can view entitlement and
school enrollment information for Post-9/11 GI Bill
Education benefits.
7. Transfer Post-9/11 GI Bill
• Service members: If eligible for the Post-9/11 GI Bill
program, may transfer educational benefits to eligible
dependents listed in DEERS. Veterans may review,
modify, or revoke a transfer request made while as a
Service member.
8. Search for Employment: VetSuccess & VA for Vets
• Veterans and Service members can search VetSuccess
for jobs and find useful tips on completing resumes,
cover letters, job applications, and interviewing. VA for
Vets enables Veterans to search for employment
within VA and other organizations, and receive
employment counseling and support.
9. Order medical equipment
• Veterans can place online orders for prosthetic socks
and hearing aid batteries.
10. Edit profile
• Complete personal profile and customize the content seen
on the eBenefits portal.
11. SGLI Life Insurance
• Service members may view the amounts of coverage and
coverage dates for their Group Life Insurance (SGLI).
12. Benefits Explorer
• Allows users to interact with a display that presents benefit
information at different stages in their career or personal
lifecycle. View a personalized list of possible benefits based
on their eBenefits profile and allows them to fine-tune the
results to suit their needs.
13. Search for Representatives
– Search for and print detailed information on accredited Attorneys,
Claims Agents, and Veterans Service Organizations. Users can also
download and print representative appointment forms.
14. VA Payment History
– Monitor VA Compensation and Pension, Education, and Vocational
Rehabilitation & Employment (VR&E) benefits payments.
15. Premium Access to VA TAP Online Courses
– Learn about VA Federal benefits in the Transition Assistance
Program (TAP). Users complete benefit courses electronically to
develop an understanding of all VA benefits they may be entitled
to as they transition into Veteran status.
16. Mobile Find a Facility Function
– Locates VA and DOD facilities using the smart device’s GPS location
– it also provides users with the option to map directions or call a
facility.
17. Health Benefits Eligibility Check
– A calculator to assess whether Veterans qualify for VA
health care benefits. (Eligibility is based on financial
considerations.)
18. Premium Access to Specialty Adapted Housing Grant
Application and Claim Status
– Apply online for a Specially Adapted Housing (SAH) Grant.
Users can also check the status of SAH-related claims.
19. Premium Access to DoD TRICARE Health Insurance
– View TRICARE medical, dental, and pharmacy information.
20. Premium Access to Veterans’ Group Life Insurance (VGLI)
– Users may view and update information related to their
VGLI policy. Download forms and print their Certificate of
Insurance. Provides for the conversion of Service members’
Group Life Insurance (SGLI) to a renewable term life
insurance policy within 120 days of separation from active
duty service.
U.S.
U.S.Department
DepartmentofofVeterans
VeteransAffairs
Affairs
Veterans
VeteransBenefits
BenefitsAdministration
Administration
Stakeholder Enterprise Portal (SEP)
• Secure
• Single Access Point web-based
portal
• External business partners
who support Veterans
• Veteran’s Service
Organizations
The impacts of SEP…
…for the Veteran
• Secure data through robust credentialing services
• Offers real time acceptance of a 21-22 request
• The VSO is able to view the same information the Veteran does in
eBenefits
• VSO’s can create a compensation 526 claim and preserve the initial
date of claim for the Veteran
• The VSO and Veteran can work remotely and still provide assistance
• Less calls to the National Call Centers
• Claims are completed faster, more accurately and go directly into
VBMS for processing
The impacts of SEP…
…for the VSO
• Provides a secure way of doing business
• Manage electronic Representation Requests
• Begin & complete compensation claim for the Veteran & preserve the
initial date of claim
• View claim status and payment history for a Veteran
• Decrease the amount of time calling the National Call Centers (NCC)
• Access VONAPP Direct Connect (VDC) to review applications before
they are submitted by the Veteran
• Reach out to more Veterans in different regions of the world
D
D
Digits to Digits
(D2D)
D
D
D2D
Overview
• D2D is a system created to enable our VSO partners to
electronically submit fully developed claims from their
claims management systems (CMS) directly to VBMS
• Benefits will include:
• Reduced time of submission (instantaneous
submission)
• Better service to Veterans
• Ability to leverage your investments in your CMS
Current State
• D2D allows 526 and 21-22 forms to create an electronic
folder in VBMS
• 21-0966 Intent to File (Data Only) has recently been added
as a form that can be submitted through D2D
D
D
Increasing and Improving Self
Service Access to Partners
VSO
Regional
Office
VSO Claims
Management System
(CMS)
• Direct machine-to-machine interaction for a VSOs CMS to
submit claims directly into the Veterans Benefits
Management System (VBMS)
• Eliminates the need to print and mail hard copies to VA to
submit claims
• Allows partners to leverage their investments in claims
management systems
D
D
Forms Currently Supported by
D2D
• VA Form 21-526EZ – Application for
Disability Compensation and
Related Compensation Benefits
• VA Form 21-22 – Appointment of
Veterans service Organization as the
claimants representative
• VA Form 21-0966 – (Data Only) Intent to
File a claim for Compensation
Electronic Claims Submission
Pathways
If you are a…
…then use
…and the claim
gets processed
through
28
Claims Filing
Claimant
VBMS
Best
Practice
eBenefits
SEP
D2D
29
Paper vs. Electronic
262 Average Processing Days
Paper Model
Accredited Partner
Capture
VA
Print
Post
Receive
Re-Key
Scan and
Upload
82 Average Processing Days
Digital Model
Accredited Partner
Capture
VA
Submit
Receive
Validate
Establish
Claim and
Upload
30
Standard Claims and
Appeals Forms
New Regulations
Become Effective
March 24, 2015
Standard Claims and Appeals Forms
Effective March 24, 2015:
1. All claims governed by VA’s adjudication
regulations are required to be filed on
standard forms prescribed by the
Secretary.
2. All informal claims are required to be
filed on a standard form.
3. All Notices of Disagreement are required
to be filed on a standard form.
Standard Claims and Appeals Forms
Effective March 24, 2015:
 Compensation claims are required to be
filed on form 21-526EZ, Application for
Disability Compensation and Related
Compensation Benefits.
 Pension claims must be filed on form
21-527EZ, Application for Pension.
 Survivors claims must be filed on form
21-534EZ, Application for DIC, Death
Pension, and/or Accrued Benefits.
Standard Claims and Appeals Forms
Effective March 24, 2015:
The EZ forms were previously available on
an optional basis. Under the new
regulations, VA will mandate their use.
Veterans and survivors do not have to file
fully developed claims (FDCs) when using
these mandatory forms, but VA is strongly
encouraging FDC participation in order to
help expedite delivery of benefits through
the FDC program.
Standard Claims and Appeals Forms
Effective March 24, 2015:
 Informal claims must be filed using form
21-0966, Intent to File a Claim for
Compensation and/or Pension,
Survivors Pension, or Other Benefits.
Because submitting an intent to file a
claim protects an effective date of benefits
for up to one year, individuals seeking
compensation or pension benefits will
have a full year to gather and submit
evidence necessary to support a claim.
Standard Claims and Appeals Forms
Effective March 24, 2015:
Form 21-0966 should be used by DAV
Service Officers to protect an effective
date of benefits while a claimant gathers
evidence necessary to submit a Fully
Developed Claim.
After the evidence is gathered, then an EZ
Form is used to submit the FDC claim.
Standard Claims and Appeals Forms
Effective March 24, 2015:
 A claimant or authorized representative
may initiate an appeal by using
mandated form 21-0958, Notice of
Disagreement.
Any claimant receiving a VA Form 21-0958,
with their decision on a claim, who wishes
to appeal that decision, must do so by
completing and submitting that form.
Standard Claims and Appeals Forms
Information about using the mandated EZ
forms, the form 21-0966, Intent to File a
Claim for Compensation and/or Pension,
Survivors Pension, or Other Benefits, and
form 21-0958, Notice of Disagreement, is
included in:
• The DAV Service Officer Guide, available
for download from the members-only
section of the DAV.org web site
• The DSO-CSO Certification Training
Program
Fully Developed Claims (FDC)
The FDC Program is the fastest means of getting a claim processed.
A participating Veteran with an eligible claim will have his/her claim
expeditiously routed through the claims process for a swift decision.
Participation will not affect the quality of care a Veteran receives or
the benefits to which a Veteran is entitled.
To participate, the FDC Program requires that a Veteran complete
and submit a Fully Developed Claim Certification and either a VA
Form 21526EZ, Fully Developed Claim (Compensation), for a
compensation claim, or a VA Form 21-527EZ, Fully Developed Claim
(Pension), for a pension claim. The Veteran must also submit, with
the application and certification, all relevant and pertinent evidence to
“fully develop” the claim. VA Form 21526EZ and VA Form 21-527EZ
provide, in detail, claims eligible for the FDC program as well as
notification of all information and evidence necessary to “fully
develop” and substantiate these claims. The criteria to “fully develop”
a claim, extracted from VA Form 21-526EZ and VA Form 21527EZ,
are provided on page two of this flyer.
ACCEPTABLE CLINICAL
EVIDENCE (ACE)
Disabilities determined by VA to be related to your military service can lead to monthly nontaxable compensation, enrollment in the VA health care system, a 10-point hiring preference
for federal employment and other important benefits. Ask your VA representative or Veterans
Service Organization representative about Disability Compensation, Pension, Health Care,
Caregiver Program, Career Services, Educational Assistance, Home Loan Guaranty, Insurance
and/or Dependents and Survivors’ Benefits.
Acceptable Clinical Evidence (ACE) is a collaborative initiative between the Veterans Benefits
Administration (VBA) and the Veterans Health Administration (VHA) that provides the option
of a review of a Veteran’s existing medical records instead of an in-person or telehealth
examination to complete a Disability Benefits Questionnaire (DBQ) that is used for rating
purposes or for clarifications of medical opinions.
ACE DESCRIPTION
When a Veteran seeks compensation benefits, VBA personnel review the claim to ascertain
whether the record contains the medical evidence necessary to render a disability rating. If
they conclude that a medical evaluation or opinion is needed, they request a DBQ from VHA
through Compensation and Pension Records Interchange (CAPRI). Under existing practices,
VHA schedules an in-person examination and a physician completes the DBQ. Under the new
ACE process, VHA can complete a DBQ without a medical exam when a Veteran’s existing
medical records contain sufficient evidence.
Disability Benefits Questionnaires
(DBQs)
With DBQs Veterans now have more control over the disability
claims process. Veterans have the option of visiting a private
health care provider instead of a VA facility to complete their
disability evaluation form.
Veterans can have their providers fill out any of the more than 70
DBQs that are appropriate for their conditions and submit them
to us.
For VA exams, a VA clinician will fill out the DBQ. If being seen by
a private provider, have them complete the DBQ and submit it to
us either by Regional Office Fax Numbers or mail. DBQs also help
support VA's Fully Developed Claims (FDC) Program. DBQs are
valuable for claims processing because they provide medical
information that is directly relevant to determining a disability
rating. When submitted with a fully developed claim, DBQs
ensure VA's rating specialists have precisely the information they
need to start processing the claim.
41
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
Audiological
Ear (including Vestibular and Infectious)
Cardiovascular
Artery and Vein
Heart
Hypertension
Dental & Oral
Oral and Dental (other than TMJ)
Temporomandibular Joint (TMJ)
Dermatological
Scars / Disfigurement
Skin Diseases
Endocrinological
Diabetes Mellitus
Endocrine (Other than Thyroid, Parathyroid or Diabetes)
Thyroid and Parathyroid
ENT
Loss of Sense of Smell and/or Taste
Sinusitis, Rhinitis and Other Conditions of the Nose, Throat, Larynx and Pharynx
Gastrointestinal
Esophageal Disorders
Gallbladder / Pancreas
Intestinal (infectious)
Intestinal (other than surgical or infectious)
Intestinal Surgery
Liver
Peritoneal Adhesion
Rectum & Anus
Stomach and Duodenum
Genitourinary
Kidney (Nephrology)
Male Reproductive Organ
Prostate Cancer
Urinary Tract (including Bladder & Urethra) Conditions (excluding Male Reproductive Organs)
Gynecological
Breast
Gynecological
Hematologic & Lymphatic
Hematologic & Lymphatic
Leukemia
Infectious Diseases
HIV-Related Illnesses
Infectious Diseases (other than HIV-related illness, chronic fatigue syndrome, and tuberculosis)
Nutritional Deficiencies
Persian Gulf/Afghanistan Infectious Diseases
Systemic Lupus Erythematosus (SLE) and other Autoimmune Diseases (other than HIV and Diabetes Mellitus Type I)
42
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
Musculoskeletal
Amputations
Ankle
Arthritis
Back (Thoracolumbar Spine)
Elbow and Forearm
Foot Conditions Including Flatfoot (Pes Planus)
Hand and Finger
Hip and Thigh
Knee and Lower Leg
Muscle Injuries
Neck (Cervical Spine)
Osteomyelitis
Shoulder and/or Arm
Wrist
Neurological
ALS (Lou Gehrig's Disease)
Diabetic Peripheral Neuropathy
Central Nervous System and Neuromuscular Diseases
Cranial Nerve Conditions
Fibromyalgia
Headaches (including Migraines)
Multiple Sclerosis (MS)
Narcolepsy
Parkinson's Disease
Peripheral Nerves
Seizure Disorders (Epilepsy)
Ophthalmological
Eyes
Psychological
Eating Disorders
Mental Disorders
PTSD (Review)
Respiratory
Respiratory Conditions (other than tuberculosis and sleep apnea)
Sleep Apnea
Tuberculosis
Rheumatological
Chronic Fatigue Syndrome
Surgical
Hernias (including Abdominal, Inguinal, and Femoral)
43
DBQs in CAPRI and only for internal VA use, with no plans to make
publicly available
•Cold Injury Residuals - 9/16/11
•Former POW Protocol - 9/20/11
•General Medical - Compensation - 9/22/11
•General Medical - Pension - 9/19/11
•General Medical - Separation Health Assessment - 8/27/13
•Gulf War General Medical - 9/22/11
•Medical Opinion 6/16/11 (complete version)
•Medical Opinion 6/16/11 (examiner's version)
•Audiological
•Hearing Loss and Tinnitus 6/9/11
•Neurological
•Initial Evaluation of TBI 9/15/11
•Review Residuals of TBI 9/15/11
•Psychological
• PTSD Initial DSM-IV - 5/17/11
• PTSD Initial DSM-5 - 12/1/13
44
Veterans
Benefits
Management
System
VBMS Process
Intake
Development
Rating
Award
Process - Intake
Intake
VCIP – Veterans Claim Intake Program
1.Intake Analyst reviews claim and
determines lane
2.Claim establishment
– File off station and non-original – no
development until scanned
3.Claim work Queue assignment
Process Development
Development
4. Claim development
– Letters will be in eFolder with a copy sent to the
Veteran
– NSO notified by new mail indicator in VBMS
5. File sent to contractor for scanning (Technically
VCIP)
6. Exams ordered after file scanned
7. Ready for decision determination
Process - Rating
Rating
8. Claim work queue assignment
9. Promulgation, POA notification, paper
narrative routed for GAP
– NSO has two days to review prior to
adjudication
• VBMS will notify in Work Queue
• Final Rating Decision to eFolder
Process - Awards
Awards
10. Award GAPd, Personal Computer
Generated Letters (PCGL) letter created
11. Authorizer approves/disapproves
12. (PCGL)/award sent to scanning
– Veteran to receive paper copy of
Notification letter and Rating Narrative
VBMS Claim Exclusions
Claim Types Excluded From VBMS
Claim where the claimant
indicates a limitation to
records protected by 38
U.S.C. § 7332. See VA Form
21-22 and 21-22a
Survivor Benefits Claim
Dependency and Indemnity
Compensation
Death Pension
Accrued Benefits
Burial
Pension Claim
Dual (Compensation & Pension)
Claim
Foreign Claim
Fast Track (FT) Claim
Integrated Disability
“PLCP” Corporate-Flashed Claim
Evaluation System (IDES)
(i.e. claims processed entirely in
Claim
Virtual VA)
Appeal (to include any claim Pending Paper Claim (to include
or appeal filed while such
any new claim filed while such
appeal is pending)
claim is pending)
Other Items
• Corporate Flash in SHARE
• COVERs locations
– EFOLDER – no file exists
– VBMSFB – waiting to get shipped
out from RO
– DCSS1 – in scanning process at
Janesville, WI
National Work Queue
(NWQ)
August 2015
What is the National Work Queue?
The National Work Queue (NWQ) is a
paperless workload management
initiative designed to improve VBA’s
overall productive capacity and assist
with reaching the Secretary’s goals of
eliminating the backlog by processing
all claims in 125 days with improved
accuracy.
What will the NWQ do?
The NWQ will allow us to prioritize and
distribute VBA’s entire rating inventory and:
• Match work assignments with VBA capacity
and resources
• Standardize workload management best
practices
• Increase output by identifying and routing
actionable claims to ROs
• Identify rework trends to identify training
gaps
• Significantly reduce rework rate
NWQ Timeline
Transition
Phase
- In process and began
with Oldest Claims
Initiatives (2 year/1
year)
- Oversight and
management of
workload re-distribution
by the 4 Area Offices
with workload
management assistance
from a Virtual Workload
Management Team
NWQ PHASE 1
NWQ PHASE 2
- October 2015 Kick-off
- 1st Quarter 2016
- 8 RO staggered rollout
- Automatic routing of
paperless appeals, nonrating end products and
work items
- Automatic routing of
rating related end
products
- Direct assignment of
work from NWQ to RO
queues
- Assignment of work
from RO queues to RO
employees
- Standardized deferral
process
- Diagnostic Tool
- Continued analysis of
workload complexity
Main Features of the NWQ
• Daily Assignment of Work
• Claims Prioritization at a
National Level
• Development of Station-byStation
• Productive Capacity Model
• Robust Deferral Process
• Unique Routing Rules
Claims Prioritization at a National Level
All rules and filters are
dynamic, meaning
that adjustments can
be made centrally and
not depend on
software releases and
upgrades.
Daily Assignment of Work
In Phase 1, the first parameter for the
assignment of claims will remain the
geographic proximity to the Veteran’s
place of residence, as long as that station
has the capacity and amount of prioritized
work to accommodate.
Bottom Line: goal is to distribute the work
to the RO that can address the Veteran’s
claim most quickly.
Productive Capacity
The expected level of work that can be
assigned/completed based upon the
number of employees, their position
types, and grade levels.
VA Regional Office
Compensation and
Pension Examinations
NOW @
1 Federal Drive
Ft. Snelling, MN 55111
61
NO POA vs. POA
Veteran/Dependent
Not So Good
Practice
(Claimant)
Good
Practice
County Veterans
Service Officer
Department of
Veterans Affairs
(VA)
Good
Practice
Veteran Service
Organization
(VSO)
Accredited
Representative
(POA)
CVSO
(County Level)
And or
DSO/CSO
VA Process
Departments
Advocacy
RACC
IPC
APPEALS
QRT
Claims Lane
Non-Rating
Express
CORE
Special ops
Types of claims
Dependency
Auto Adaptive
Grant
Special
Adaptive
Grants
1 or 2 issues
Hearing loss
and Tinnitus
3 or more
issues
Diabetes
or IU
All claims
not
meeting
express or
special ops
TBI
1151
Nehmer
VSI
ALS
POW
MST
homeless
SMC
MS
CUE
Parkinsons
Fully
Developed
Claim
(FDC)
Standard
Claim
Veteran/
Dependent
(Claimant)
Standardized
Forms
eBenefits
County
Veteran
Service Officer
(CVSO)
DSO/CSO
NO
POA
Standardized
Forms
SEP(?)
D2D (?)
Standardized
Forms
SEP
D2D
Veterans
Service
Organization
(POA)
Department of
Veterans
Affairs
(VA)
Restricted
Access Claims
Center
(RACC)
National Work
Queue
(NWQ)
Advocacy
Non Rating
Intake Process
Center
(IPC)
Express
Quality
Review Team
(QRT)
Appeals
Core Lane
Special
Operations
64