Week 6 FY 24-7
Which items from the notification letter can a PCR discuss even if the caller has not received the letter yet?
-Combined Rating -Payment amounts Feedback: Public Contact Representatives (PCRs) may release the following information from decision notices for claims in a Closed status; Combined service-connected and/or non-service-connected rating percentage, Monthly payment amount, and Retroactive payment amount and payment date. https://vaww.vrm.km.va.gov/system/templates/selfservice/va_kanew/help/agent/locale/en-US/portal/554400000001001/content/554400000186258/Releasing-Information-from-Decision-Notices?query=notification%20letters
Which of the following statements about a SOC is true?
-It explains what issues on appeal were not granted Feedback: An SOC is an explanation of the decision made on the appeal. The purpose of an SOC is to provide you with a complete understanding of the decision so you can prepare an effective substantive appeal with specific allegations of errors of fact or law. https://vaww.vrm.km.va.gov/system/templates/selfservice/va_kanew/help/agent/locale/en-US/portal/554400000001001/content/554400000003285/Legacy-Appeals-FAQs?query=SOC -It may be followed by one or more SSOCs Feedback: An SOC is an explanation of the decision made on the appeal. The purpose of an SOC is to provide you with a complete understanding of the decision so you can prepare an effective substantive appeal with specific allegations of errors of fact or law. https://vaww.vrm.km.va.gov/system/templates/selfservice/va_kanew/help/agent/locale/en-US/portal/554400000001001/content/554400000003285/Legacy-Appeals-FAQs?query=SOC
What form is used to document a dependent's death on a living Veteran/beneficiary award?
27-0820
What form is used to document a Veteran's death?
27-0820a
How should PCRs advise callers to submit dependency claims for beneficiaries in receipt of survivor benefits?
Advise the claimant to complete VA Form 21-686c or 21-674 Feedback: PCRs must advise the claimant to complete and submit VA Form 21-686c, Declaration of Status of Dependents, and/or VA Form 21-674, Request for Approval of School Attendance, along with any required supporting forms or documentation. https://vaww.vrm.km.va.gov/system/templates/selfservice/va_kanew/help/agent/locale/en-US/portal/554400000001001/content/554400000011313/
The notification letter includes which of the following:
All of the above -Informs the claimant of the issues claimed or reviewed -Summarizes the evidence VA considered -Laws and regulations applicable to the claim -Provides the review or appeal options the claimant may use to seek further review of the decision. Feedback: Notification letters either independently, or in combination with its enclosures (such as a rating decision or administrative decision), informs the claimant of the issues claimed or reviewed, summarizes the evidence VA considered, includes the laws and regulations applicable to the claim, and provides the review or appeal options the claimant may use to seek further review of the decision. https://dvagov.sharepoint.com/:w:/s/VBABASqualitytraining/bastrain/EVNet9pvPONJixoipw-Q7sEBjo2gWh9AeDx6fpypMVLRIg?e=GpgYs6
Which of the following statements are true about AMA?
All the above -Switching lanes is OK -PCRs must NOT recommend lanes; whether to opt-in; or BVA dockets -If notification letter is dated 02/19/2019 or later, person is in the new process -It's generally OK for different issues to go in different lanes Feedback: AMA became effective on February 19, 2019 and it changed VA's appeals process in a MAJOR way. This is one of the most significant changes to affect VA and Veterans in decades. The AMA decision review framework features three clear lanes for a claimant to address a disagreement with a VA decision; Higher-Level Review, Supplemental Claim, and the Appeal to the Board of Veterans Appeals. The claimant or appellant makes those choices, not VA. You will educate the customer about the available options and compare/contrast those options; but, don't recommend. The entire claim or appeal does not have to fit into one lane. But just to be clear, one issue cannot go in multiple lanes. One issue cannot, for example, be a Supplemental Claim and a Higher-Level Review - the person needs to choose one lane only for each of the issues, but different issues can generally go in different lanes. https://vaww.vrm.km.va.gov/system/templates/selfservice/va_kanew/help/agent/locale/en-US/portal/554400000001001/content/554400000069106
Which tab and subtab allows you to see the DRO Election date & docket number for a Legacy Appeal?
Appeals Tab: Appeals Record subtab Feedback: The Appeal Record subtab provides general information regarding the selected appeal to include the DRO Elected Date, Docket #, and File Storage Location. https://dvagov.sharepoint.com/:w:/s/VBABASqualitytraining/bastrain/EQ_u1aBDw3REty-XyVrzjHUB9s86xcaqlCpLPE_cAKe4pA?e=ZT9O4g
Higher Level reviews filed under the AMA process should receive a status script from?
CRM-UDO Claims tab Feedback: The EP Code, Claim Status, and Claim Description on the Claims Tab provides the first hint in revealing the status. The Supplemental Claim will be listed under the EP Code 040. The Higher-Level Review is listed under the EP Code 030. KM article End Product Guidance for Claim Status Scripts provides additional guidance to assist PCRs utilizing call scripts. https://vaww.vrm.km.va.gov/system/templates/selfservice/va_kanew/help/agent/locale/en-US/portal/554400000001001/content/554400000004862/End-Product-Guidance-for-Claim-Status-Scripts
AMA appeals filed to the BVA on the 10182 can be tracked in which system
Caseflow
Assigned Call Center
Cleveland (325)
Which of the following KM articles provides guidance on what dependency actions must be completed in CRM-UD/O?
Dependency Issues Feedback: https://vaww.vrm.km.va.gov/system/templates/selfservice/va_kanew/help/agent/locale/en-US/portal/554400000001001/content/554400000011313/
True or False. The effective date of the award, payment date and actual payment date are all the same date.
False Feedback: Callers will ask specific questions about the effective date of an award and why it is different from the payment entitlement date and the actual pay date. PCRs must be able to explain to callers why these dates are different. The general rule is that the effective date is assigned based on the date of receipt of claim or the date entitlement rose, whichever is later. VA may not pay monetary benefits based on an initial or supplemental award for any period prior to the first date of the calendar month following the month in which the beneficiary became entitled to the benefit. VA is required to pay benefits 1 month in arrears, meaning 1 month behind. The reason VA is required to pay benefits 1 month behind is because the beneficiary must live for the entire month in order for VA to pay the benefit. https://vaww.vrm.km.va.gov/system/templates/selfservice/va_kanew/help/agent/locale/en-US/portal/554400000001001/content/554400000003885/Effective-DatePay-Date?query=with%20centralized%20mail%20how%20is%20claim%20effective%20date%20determined
True or False: If a Veteran calls to add his spouse to his compensation award. He has all the necessary information for his spouse at the time of the call. PCR should offer all options to add a spouse; over the phone, VA.gov, send VA Form 21-686c.
False Feedback: For dependent types that can be processed through CRM-UD/O, PCRs must submit the dependency claim and not provide the other options to submit the claim. https://vaww.vrm.km.va.gov/system/templates/selfservice/va_kanew/help/agent/locale/en-US/portal/554400000001001/content/554400000011313/
True or False: A DRO hearing is required if the DRO review is selected.
False Feedback: Hearings provide you with an opportunity to speak with VA in person to provide testimony, bring a witness to speak on your behalf, and to submit evidence to support your claim. Hearings are completely optional. It is important to note that any costs incurred to attend a hearing are your responsibility. https://vaww.vrm.km.va.gov/system/templates/selfservice/va_kanew/help/agent/locale/en-US/portal/554400000001001/content/554400000003285/Legacy-Appeals-FAQs?query=DRO
How can a Appellant request the BVA expedite(Motion for Advancement on the Docket (AOD) their appeal?
In writing to the BVA Feedback: Motions for advancement on the docket, along with supporting documentation, should be submitted to the Board in writing at the address or fax number listed below. Please remember to include your name, the Veteran's name (if different), legal representative (if applicable), and your claim number. https://www.bva.va.gov/CustomerService.asp
How old must the appellant be for the RO to expedite their appeal?
Older than 85 Feedback: Priority claims are carefully monitored for overdue suspense dates and are quickly moved through the claims process by eliminating delays between actions and stages. See Claims That Require Priority Processing for information on which claims may receive priority. https://vaww.vrm.km.va.gov/system/templates/selfservice/va_kanew/help/agent/locale/en-US/portal/554400000001001/content/554400000009827 https://vaww.vrm.km.va.gov/system/templates/selfservice/va_kanew/help/agent/locale/en-US/portal/554400000001001/content/554400000009827
Veteran calls to remove his ex-spouse from his compensation award. What action should the PCR take?
Process the removal in CRM-UD/O Feedback: Requests to remove a spouse currently on the Veteran's award due to death or divorce can be processed under CRM/UD-O procedures. When reporting a divorce, PCRs must review the record for dependent children on the award and inquire whether there are stepchildren on the award who are the biological or adopted children of the ex-spouse. If yes, and the Veteran is no longer providing support, the request for removal of the stepchildren must be documented on a VAF 27-0820 using the "Removal of Dependent" UDO Quick Write and routed in accordance with 27-0820 Routing Procedures. https://vaww.vrm.km.va.gov/system/templates/selfservice/va_kanew/help/agent/locale/en-US/portal/554400000001001/content/554400000011313/
Providing status of Decision Review or appeal is considered:
Protected info Feedback: First party individuals have an inherent right under the Privacy Act to their own information (or to the information of the person they represent). PCRs must ask required ID Protocol questions to verify that they are speaking to the first party, or an authorized individual, prior to divulging protected information or making changes to a record. Protected information includes anything pulled from a living Veteran's/beneficiary's record except the current monthly benefit amount. https://vaww.vrm.km.va.gov/system/templates/selfservice/va_kanew/help/agent/locale/en-US/portal/554400000001001/content/554400000003633/Identification-ID-Protocol-Requirements?query=protected%20information
When providing the status of an appeal at the BVA the caller asks for an extension in their time to provide evidence to the law judge. What action should you take?
Send an email on behalf of the caller to the BVA. Feedback: PCRs are required to initiate referrals to the BVA for several situations including a requests to extend time to submit evidence while legacy appeal is "in review" with Veterans Law Judge (VLJ) (or equivalent). BVA-related referrals must be routed via encrypted email to [email protected] following the guidance for Claims and Appeals processing referrals. https://vaww.vrm.km.va.gov/system/templates/selfservice/va_kanew/help/agent/locale/en-US/portal/554400000001001/content/554400000009827
Appeal filed under the Legacy process and at BVA should receive a status script from?
The BVA Status of Appeal Scripts KM Article Feedback: When providing the status of a Board appeal, Public Contact Representatives (PCRs) review Caseflow to aid in understanding the status. However, the Case Timeline section of Caseflow contains notes and task information which are overly broad and contain language used internally by Board personnel. When provided to appellants, this causes confusion. PCRs must not disclose internal task information/notes from Caseflow's "Case Timeline" section to customers. https://vaww.vrm.km.va.gov/system/templates/selfservice/va_kanew/help/agent/locale/en-US/portal/554400000001001/content/554400000169111/Board-BVA-Status-of-Appeal-Scripts?query=Status%20of%20appeal
True or False: When a Veteran calls in response to the 21-0538 stating there has been no change in his dependents. PCRs should document this information on VA Form 27-0820 and use the 21-0538-No Change Quick Write.
True Feedback: VA Form 21-0538, Mandatory Verification of Dependents, and VA Form 21P-0537, Marital Status Questionnaire, that instructs beneficiaries to respond within 60 days from the date of the request for completion of the form, and informs beneficiaries that failure to respond will result in the reduction or discontinuation of benefits. PCRs should provide first call resolution and complete the appropriate actions outlined in the KM article Dependency Issues - Procedural Changes and FAQs to assist the caller. https://vaww.vrm.km.va.gov/system/templates/selfservice/va_kanew/help/agent/locale/en-US/portal/554400000001001/content/554400000011313/
True or False: VA form 21-0958 is used for Legacy appeals.
True Feedback: VA Form 21-0958, Notice of Disagreement, is a written communication that can be reasonably interpreted as a disagreement with a decision and a desire to begin appellate review under the Legacy Appeal process. https://vaww.vrm.km.va.gov/system/templates/selfservice/va_kanew/help/agent/locale/en-US/portal/554400000001001/content/554400000003285/Legacy-Appeals-FAQs?query=0958
True or False: PCRs must reenter the complete marital history, even if the prior spouses are visible in the system when adding a new spouse.
True Feedback: When adding a spouse all information related to the current marriage and marital history must be entered into RBPS. This includes prior spouses even if they can already be seen in the history section. All of the veteran's prior marriages must be reentered they cannot be edited. Even though the claim is being completed by RBPS the system is still creating a VA Form 21-686c Application to request to add/or remove dependents based on the information input by the PCR. https://vaww.vrm.km.va.gov/system/templates/selfservice/va_kanew/help/agent/locale/en-US/portal/554400000001001/content/554400000011313/
Where are Notification Letters Located?
VBMS Veteran Documents (eFolder) Feedback: VBMS facilitates the Department of Veterans Affairs mission of claims processing in a paperless environment by maintaining Veterans' claim folders electronically rather than on paper. The VBMS System PCRs use includes the Veteran's eFolder. Most documents will be located within the eFolder. https://vaww.vrm.km.va.gov/system/templates/selfservice/va_kanew/help/agent/locale/en-US/portal/554400000001001/content/554400000015850/Processing-Requests-to-Resend-Correspondence-in-the-eFolder
