ࡱ> '` Lbjbj{P{P 8::h8V|ҎdJB~(0J.t,I^JJJJJJLh7OJ00JHJhGN,I#t'6 yU R%$J1J0Jv%PqJPH'P' 6 lD=JJdJ$::  Table of Contents  TOC \o "1-5" \h  HYPERLINK \l "_Toc335807660" Chapter 2. Special Outreach Programs  PAGEREF _Toc335807660 \h 5  HYPERLINK \l "_Toc335807661" 1. Veterans Outreach at VHA Facilities  PAGEREF _Toc335807661 \h 5  HYPERLINK \l "_Toc335807662" Introduction  PAGEREF _Toc335807662 \h 5  HYPERLINK \l "_Toc335807663" Change Date  PAGEREF _Toc335807663 \h 5  HYPERLINK \l "_Toc335807664" a. Why Outreach at VHA Facilities  PAGEREF _Toc335807664 \h 5  HYPERLINK \l "_Toc335807665" b. VBA Staffing at VHA Facilities  PAGEREF _Toc335807665 \h 5  HYPERLINK \l "_Toc335807666" c. Outreach Resources for VHA Facilities  PAGEREF _Toc335807666 \h 5  HYPERLINK \l "_Toc335807667" 2. Homeless and Justice-Involved Veterans  PAGEREF _Toc335807667 \h 6  HYPERLINK \l "_Toc335807668" Introduction  PAGEREF _Toc335807668 \h 6  HYPERLINK \l "_Toc335807669" Change Date  PAGEREF _Toc335807669 \h 6  HYPERLINK \l "_Toc335807670" a. Background on Homeless and Justice-Involved Veteran Outreach  PAGEREF _Toc335807670 \h 6  HYPERLINK \l "_Toc335807671" b. Definition: Homeless and At-Risk Veteran  PAGEREF _Toc335807671 \h 7  HYPERLINK \l "_Toc335807672" c. Designation of the HVOC-JIVC  PAGEREF _Toc335807672 \h 7  HYPERLINK \l "_Toc335807673" d. HVOC-JIVC Duties  PAGEREF _Toc335807673 \h 8  HYPERLINK \l "_Toc335807674" e. HVOC-JIVC Coordinator Directory  PAGEREF _Toc335807674 \h 10  HYPERLINK \l "_Toc335807675" f. HVOC-JIVC Training  PAGEREF _Toc335807675 \h 10  HYPERLINK \l "_Toc335807676" g. HVOC-JIVC Outreach Tool  PAGEREF _Toc335807676 \h 10  HYPERLINK \l "_Toc335807677" h. Collaboration with VHA for Homeless and Incarcerated Veterans  PAGEREF _Toc335807677 \h 11  HYPERLINK \l "_Toc335807678" i. Monthly Submission of Control Log  PAGEREF _Toc335807678 \h 11  HYPERLINK \l "_Toc335807679" j. Use of Homeless Flash  PAGEREF _Toc335807679 \h 11  HYPERLINK \l "_Toc335807680" k. VETSNET Operation Reports (VOR)  PAGEREF _Toc335807680 \h 12  HYPERLINK \l "_Toc335807681" l. DOOR Reporting Requirements for Homeless Outreach  PAGEREF _Toc335807681 \h 13  HYPERLINK \l "_Toc335807682" 3. Women Veterans  PAGEREF _Toc335807682 \h 14  HYPERLINK \l "_Toc335807683" Introduction  PAGEREF _Toc335807683 \h 14  HYPERLINK \l "_Toc335807684" Change Date  PAGEREF _Toc335807684 \h 14  HYPERLINK \l "_Toc335807685" a. Overview of Women Veterans Outreach  PAGEREF _Toc335807685 \h 14  HYPERLINK \l "_Toc335807686" b. Definition: Women Veterans Coordinator  PAGEREF _Toc335807686 \h 14  HYPERLINK \l "_Toc335807687" c. Coordinator Duties for Women Veterans Coordinator  PAGEREF _Toc335807687 \h 14  HYPERLINK \l "_Toc335807688" d. VHA Women Veteran Program Managers  PAGEREF _Toc335807688 \h 15  HYPERLINK \l "_Toc335807689" e. State Women Veteran Coordinators  PAGEREF _Toc335807689 \h 15  HYPERLINK \l "_Toc335807690" f. Sexual or Personal Trauma Claims  PAGEREF _Toc335807690 \h 16  HYPERLINK \l "_Toc335807691" g. Sources for Women Veterans Outreach, Training and Information  PAGEREF _Toc335807691 \h 16  HYPERLINK \l "_Toc335807692" h. Women Veteran Coordinators Conference Calls  PAGEREF _Toc335807692 \h 16  HYPERLINK \l "_Toc335807693" i. Women Veterans Outreach Tool  PAGEREF _Toc335807693 \h 16  HYPERLINK \l "_Toc335807694" j. Women Veterans Coordinator Poster  PAGEREF _Toc335807694 \h 17  HYPERLINK \l "_Toc335807695" 4. Military Outreach  PAGEREF _Toc335807695 \h 18  HYPERLINK \l "_Toc335807696" Introduction  PAGEREF _Toc335807696 \h 18  HYPERLINK \l "_Toc335807697" Change Date  PAGEREF _Toc335807697 \h 18  HYPERLINK \l "_Toc335807698" a. Military Outreach Coordinators  PAGEREF _Toc335807698 \h 18  HYPERLINK \l "_Toc335807699" b. Outreach to Active Duty Servicemembers  PAGEREF _Toc335807699 \h 18  HYPERLINK \l "_Toc335807700" c. Reserve and National Guard Outreach  PAGEREF _Toc335807700 \h 18  HYPERLINK \l "_Toc335807701" d. Liaison With Military Facilities  PAGEREF _Toc335807701 \h 18  HYPERLINK \l "_Toc335807702" 5. Survivors of Servicemembers Who Die on Active Duty  PAGEREF _Toc335807702 \h 20  HYPERLINK \l "_Toc335807703" Introduction  PAGEREF _Toc335807703 \h 20  HYPERLINK \l "_Toc335807704" Change Date  PAGEREF _Toc335807704 \h 20  HYPERLINK \l "_Toc335807705" a. Designation of a Casualty Assistance Coordinator (CAC)  PAGEREF _Toc335807705 \h 20  HYPERLINK \l "_Toc335807706" b. CAC Directory  PAGEREF _Toc335807706 \h 20  HYPERLINK \l "_Toc335807707" c. Casualty Assistance Facts  PAGEREF _Toc335807707 \h 20  HYPERLINK \l "_Toc335807708" d. Spousal Contact  PAGEREF _Toc335807708 \h 21  HYPERLINK \l "_Toc335807709" e. Parental Contact  PAGEREF _Toc335807709 \h 21  HYPERLINK \l "_Toc335807710" f. Potential Needs Regarding Fiduciary Cases  PAGEREF _Toc335807710 \h 22  HYPERLINK \l "_Toc335807711" g. Guidelines for Field Examinations  PAGEREF _Toc335807711 \h 22  HYPERLINK \l "_Toc335807712" i. During the Visit by the CACO  PAGEREF _Toc335807712 \h 22  HYPERLINK \l "_Toc335807713" j. DIC Claims Processing  PAGEREF _Toc335807713 \h 23  HYPERLINK \l "_Toc335807714" k. Chapter 35  PAGEREF _Toc335807714 \h 23  HYPERLINK \l "_Toc335807715" l. Chapter 33 Fry Scholarship  PAGEREF _Toc335807715 \h 23  HYPERLINK \l "_Toc335807716" m. Chapter 30 Refund  PAGEREF _Toc335807716 \h 23  HYPERLINK \l "_Toc335807717" n. CAC Handling of SGLI Claims  PAGEREF _Toc335807717 \h 24  HYPERLINK \l "_Toc335807718" o. Loan Guaranty  PAGEREF _Toc335807718 \h 24  HYPERLINK \l "_Toc335807719" p. CAC Reporting  PAGEREF _Toc335807719 \h 24  HYPERLINK \l "_Toc335807720" q. CAC Report Form  PAGEREF _Toc335807720 \h 24  HYPERLINK \l "_Toc335807721" r. Bereavement Counseling  PAGEREF _Toc335807721 \h 25  HYPERLINK \l "_Toc335807722" s. Information and Websites for Casualty Assistance  PAGEREF _Toc335807722 \h 25  HYPERLINK \l "_Toc335807723" t. Pamphlets and Application Forms for Casualty Assistance  PAGEREF _Toc335807723 \h 25  HYPERLINK \l "_Toc335807724" 6. Other Survivors and Dependents  PAGEREF _Toc335807724 \h 26  HYPERLINK \l "_Toc335807725" Introduction  PAGEREF _Toc335807725 \h 26  HYPERLINK \l "_Toc335807726" Change Date  PAGEREF _Toc335807726 \h 26  HYPERLINK \l "_Toc335807727" a. Pamphlets, Websites and Outreach for Survivors  PAGEREF _Toc335807727 \h 26  HYPERLINK \l "_Toc335807728" b. Quarterly Conference Calls for CACs  PAGEREF _Toc335807728 \h 26  HYPERLINK \l "_Toc335807729" 7. Minority and Tribal Veterans  PAGEREF _Toc335807729 \h 27  HYPERLINK \l "_Toc335807730" Introduction  PAGEREF _Toc335807730 \h 27  HYPERLINK \l "_Toc335807731" Change Date  PAGEREF _Toc335807731 \h 27  HYPERLINK \l "_Toc335807732" a. Background of Minority Veteran Outreach  PAGEREF _Toc335807732 \h 27  HYPERLINK \l "_Toc335807733" b. Duties of the Minority Veterans Program Coordinator  PAGEREF _Toc335807733 \h 27  HYPERLINK \l "_Toc335807734" c. Critical Elements for Minority Veterans Program Coordinator  PAGEREF _Toc335807734 \h 28  HYPERLINK \l "_Toc335807735" d. Minority Veterans Program Coordinator Directory  PAGEREF _Toc335807735 \h 29  HYPERLINK \l "_Toc335807736" e. Skills and Abilities Needed for Minority Outreach  PAGEREF _Toc335807736 \h 29  HYPERLINK \l "_Toc335807737" f. Minority Outreach References  PAGEREF _Toc335807737 \h 29  HYPERLINK \l "_Toc335807738" g. Tribal Veterans Outreach  PAGEREF _Toc335807738 \h 29  HYPERLINK \l "_Toc335807739" 8. Elderly Veterans  PAGEREF _Toc335807739 \h 30  HYPERLINK \l "_Toc335807740" Introduction  PAGEREF _Toc335807740 \h 30  HYPERLINK \l "_Toc335807741" Change Date  PAGEREF _Toc335807741 \h 30  HYPERLINK \l "_Toc335807742" a. Elderly Veteran Coordinator Duties  PAGEREF _Toc335807742 \h 30  HYPERLINK \l "_Toc335807743" b. Elderly Veteran Coordinators Directory  PAGEREF _Toc335807743 \h 30  HYPERLINK \l "_Toc335807744" 9. Former Prisoners of War (Former POW)  PAGEREF _Toc335807744 \h 31  HYPERLINK \l "_Toc335807745" Introduction  PAGEREF _Toc335807745 \h 31  HYPERLINK \l "_Toc335807746" Change Date  PAGEREF _Toc335807746 \h 31  HYPERLINK \l "_Toc335807747" a. Overview of Former Prisoners of War Outreach Program  PAGEREF _Toc335807747 \h 31  HYPERLINK \l "_Toc335807748" b. Definition Former Prisoner of War  PAGEREF _Toc335807748 \h 31  HYPERLINK \l "_Toc335807749" c. The FPOW Coordinator  PAGEREF _Toc335807749 \h 31  HYPERLINK \l "_Toc335807750" d. FPOW Coordinator Duties  PAGEREF _Toc335807750 \h 31  HYPERLINK \l "_Toc335807751" e. FPOW Claims  PAGEREF _Toc335807751 \h 32  HYPERLINK \l "_Toc335807752" f. Retrieval Information for POW Verification Data  PAGEREF _Toc335807752 \h 33  HYPERLINK \l "_Toc335807753" g. FPOW Coordinator Directory  PAGEREF _Toc335807753 \h 33  HYPERLINK \l "_Toc335807754" h. FPOW Pamphlets  PAGEREF _Toc335807754 \h 33  HYPERLINK \l "_Toc335807755" 10. Indigent Veterans and Unclaimed Remains  PAGEREF _Toc335807755 \h 34  HYPERLINK \l "_Toc335807756" Introduction  PAGEREF _Toc335807756 \h 34  HYPERLINK \l "_Toc335807757" Change Date  PAGEREF _Toc335807757 \h 34  HYPERLINK \l "_Toc335807758" a. Point of Contact for Inquiries on Unclaimed Remains  PAGEREF _Toc335807758 \h 34  HYPERLINK \l "_Toc335807759" b. POC Duties for Handling Indigent Veterans and Unclaimed Remains  PAGEREF _Toc335807759 \h 34  HYPERLINK \l "_Toc335807760" c. Claims by Funeral Directors  PAGEREF _Toc335807760 \h 34  HYPERLINK \l "_Toc335807761" 11. First Time Applicants  PAGEREF _Toc335807761 \h 35  HYPERLINK \l "_Toc335807762" Introduction  PAGEREF _Toc335807762 \h 35  HYPERLINK \l "_Toc335807763" Change Date  PAGEREF _Toc335807763 \h 35  HYPERLINK \l "_Toc335807764" a. Public Law 107-103: Veterans Education and Benefits Expansion Act of 2001  PAGEREF _Toc335807764 \h 35  HYPERLINK \l "_Toc335807765" b. VBA Letter 20-03-13  PAGEREF _Toc335807765 \h 35  HYPERLINK \l "_Toc335807766" 12. Foreign Service Program  PAGEREF _Toc335807766 \h 36  HYPERLINK \l "_Toc335807767" Introduction  PAGEREF _Toc335807767 \h 36  HYPERLINK \l "_Toc335807768" Change Date  PAGEREF _Toc335807768 \h 36  HYPERLINK \l "_Toc335807769" a. Benefits and Services of the Foreign Service Program  PAGEREF _Toc335807769 \h 36  HYPERLINK \l "_Toc335807770" b. Program Oversight of the Foreign Service Program  PAGEREF _Toc335807770 \h 36  HYPERLINK \l "_Toc335807771" c. Claims Processing for Foreign Compensation and Pension Claims  PAGEREF _Toc335807771 \h 37  HYPERLINK \l "_Toc335807772" d. Education Claims for Veterans Attending Foreign Schools  PAGEREF _Toc335807772 \h 37  HYPERLINK \l "_Toc335807773" e. Foreign Medical Program  PAGEREF _Toc335807773 \h 37  HYPERLINK \l "_Toc335807774" f. Direct Assistance for Veterans Overseas  PAGEREF _Toc335807774 \h 38  HYPERLINK \l "_Toc335807775" 13. Rural Veterans Outreach  PAGEREF _Toc335807775 \h 39  HYPERLINK \l "_Toc335807776" Introduction  PAGEREF _Toc335807776 \h 39  HYPERLINK \l "_Toc335807777" Change Date  PAGEREF _Toc335807777 \h 39  HYPERLINK \l "_Toc335807778" a. General Guidance on Rural Veterans Outreach  PAGEREF _Toc335807778 \h 39  HYPERLINK \l "_Toc335807779" 14. Chapter 63 Special Outreach to Veterans  PAGEREF _Toc335807779 \h 40  HYPERLINK \l "_Toc335807780" Introduction  PAGEREF _Toc335807780 \h 40  HYPERLINK \l "_Toc335807781" Change Date  PAGEREF _Toc335807781 \h 40  HYPERLINK \l "_Toc335807782" a. Background of Chapter 63 Outreach  PAGEREF _Toc335807782 \h 40  HYPERLINK \l "_Toc335807783" b. Responsibility for Chapter 63 Outreach  PAGEREF _Toc335807783 \h 40  HYPERLINK \l "_Toc335807784" c. Procedures for Conducting Chapter 63 Outreach  PAGEREF _Toc335807784 \h 40  HYPERLINK \l "_Toc335807785" d. Utilizing Work Study Students for Chapter 63 Outreach  PAGEREF _Toc335807785 \h 41  HYPERLINK \l "_Toc335807786" e. Attempting to Contact the Veteran  PAGEREF _Toc335807786 \h 41  HYPERLINK \l "_Toc335807787" f. Appropriate Work Credit for Chapter 63 Outreach  PAGEREF _Toc335807787 \h 42  HYPERLINK \l "_Toc335807788" g. Use of Scripts for Chapter 63 Special Outreach  PAGEREF _Toc335807788 \h 42  HYPERLINK \l "_Toc335807789" h. Miscellaneous Information on Chapter 63 Outreach  PAGEREF _Toc335807789 \h 42  HYPERLINK \l "_Toc335807790" i. Chapter 63 Outreach Reporting Requirements  PAGEREF _Toc335807790 \h 43  HYPERLINK \l "_Toc335807791" j. Questions Concerning Chapter 63 Outreach  PAGEREF _Toc335807791 \h 43  HYPERLINK \l "_Toc335807792" 15. Casualty Assistance Program Procedures  PAGEREF _Toc335807792 \h 44  HYPERLINK \l "_Toc335807793" Introduction  PAGEREF _Toc335807793 \h 44  HYPERLINK \l "_Toc335807794" Change Date  PAGEREF _Toc335807794 \h 44  HYPERLINK \l "_Toc335807795" a. Background on Casualty Assistance  PAGEREF _Toc335807795 \h 44  HYPERLINK \l "_Toc335807796" b. Casualty Outreach  PAGEREF _Toc335807796 \h 44  HYPERLINK \l "_Toc335807797" c. Casualty Outreach Program Oversight and Reporting  PAGEREF _Toc335807797 \h 44  HYPERLINK \l "_Toc335807798" d. Questions Regarding the Casualty Outreach Program  PAGEREF _Toc335807798 \h 44  HYPERLINK \l "_Toc335807799" e. Liaison With Military Casualty Assistance Officers (CACOs)  PAGEREF _Toc335807799 \h 45  HYPERLINK \l "_Toc335807800" f. Reports of Casualty  PAGEREF _Toc335807800 \h 45  HYPERLINK \l "_Toc335807801" g. Contact with Surviving Spouses and Dependent Children  PAGEREF _Toc335807801 \h 45  HYPERLINK \l "_Toc335807802" h. Contact With Surviving Parents  PAGEREF _Toc335807802 \h 46  HYPERLINK \l "_Toc335807803" i. Special Brochure: VA Pamphlet 21-02-1  PAGEREF _Toc335807803 \h 46  HYPERLINK \l "_Toc335807804" j. Possible Need for a Fiduciary  PAGEREF _Toc335807804 \h 47  HYPERLINK \l "_Toc335807805" k. Completing and Submitting DIC Claims for Processing  PAGEREF _Toc335807805 \h 48  HYPERLINK \l "_Toc335807806" l. Education Benefits Processing for Survivors and Dependents  PAGEREF _Toc335807806 \h 49  HYPERLINK \l "_Toc335807807" m. SGLI Death Claims Processing  PAGEREF _Toc335807807 \h 50  HYPERLINK \l "_Toc335807808" n. Home Loan Guaranty: Requests for a Certificate of Eligibility for Surviving Spouses  PAGEREF _Toc335807808 \h 51  HYPERLINK \l "_Toc335807809" o. Use of the Home Loan Guaranty Program for Surviving Spouses  PAGEREF _Toc335807809 \h 51  HYPERLINK \l "_Toc335807810" p. Home Loan Guaranty: Financial Hardship for Surviving Spouses  PAGEREF _Toc335807810 \h 51  HYPERLINK \l "_Toc335807811" q. Bereavement Counseling  PAGEREF _Toc335807811 \h 52  HYPERLINK \l "_Toc335807812" r. Reporting Requirements VARO Casualty Assistance Coordinator  PAGEREF _Toc335807812 \h 52  HYPERLINK \l "_Toc335807813" s. Reporting Requirements SGLI  PAGEREF _Toc335807813 \h 53  HYPERLINK \l "_Toc335807814" t. Reporting Requirements Education Benefits  PAGEREF _Toc335807814 \h 53  Chapter 2. Special Outreach Programs 1. Veterans Outreach at VHA Facilities  PRIVATE INFOTYPE="OTHER"  IntroductionThis topic provides information on the outreach program for Veterans at VHA facilities, including: Why outreach at VHA facilities VBA staffing at VHA facilities, and Outreach resources for VHA facilities. Change Date Initial content load September 2012 a. Why Outreach at VHA FacilitiesThe mission of outreach to Veterans obtaining health care at VHA facilities is to provide benefits counseling, claims assistance, and information dissemination. VA medical centers (VAMCs) and outpatient clinics are excellent locations for identifying and contacting members of targeted groups. b. VBA Staffing at VHA FacilitiesVBA staffing at VHA facilities will be based on local needs. The RO representative is an important liaison between the RO and the VHA facility. Our presence at VHA facilities is an integral part of providing good customer service. Our presence also provides direct VBA representation in the community. c. Outreach Resources for VHA FacilitiesTo provide outreach in VHA facilities, you should: stock VBA pamphlets at strategic locations within the VAMC and other medical facilities such as Vet Centers and Community Based Outpatient Clinics (CBOC). Suggested locations are: Waiting Rooms Patient Services or anywhere Veterans register for services Pharmacies develop a liaison with Social Work Services, particularly to identify seriously and terminally ill and homeless Veterans. develop a liaison with Veteran Service Officers (VSO) at the regional offices and medical facilities.  2. Homeless and Justice-Involved Veterans  PRIVATE INFOTYPE="OTHER"  IntroductionThis topic provides information on the outreach program for homeless and justice-involved Veterans. Change DateInitial content load September 2012 a. Background on Homeless and Justice-Involved Veteran OutreachThe Homeless Veterans Comprehensive Assistance Act of 2001, Public Law 107-95, Section 2022 stated that The Secretary shall carry out an outreach program to provide information to homeless Veterans and Veterans at risk of homelessness (such as being discharged and released from institutions after inpatient psychiatric care, substance abuse treatment or imprisonment). The program shall include at a minimum (A) provision for information about benefits available to eligible Veterans from the Department, and (B) contact information for local Department facilities, including medical facilities, regional offices, and centers. The Incarcerated Veterans Program and the Incarcerated Veterans Coordinator have existed since the mid-1970s. Since then, Veterans Treatment Courts have been established throughout the nation and outreach is conducted not only in prisons and jails, but also to Veterans participating in Veterans Treatment Courts. The program allows for Veterans to access Veterans Health Administration (VHA) mental health and substance abuse services at the discretion of the court system and avoid unnecessary criminalization of mental illness and extended incarceration. This change has led the position to be titled Justice-Involved Veterans Coordinator (JIVC). The JIVC is a collateral duty and it is similar to other RO outreach coordinators (e.g., women, homeless, elderly, etc.). The Homeless Veterans Outreach Coordinators (HVOC) and the JIVC duties have been combined into one position. The title of the position is now called Homeless Veterans Outreach Coordinator Justice-Involved Veterans Coordinator (HVOC-JIVC). Additional staffing is not required to fill this position. The duties of the HVOC include outreach to Veterans at risk of homelessness (justice-involved Veterans), therefore, the duties of the HVOC have been combined with the duties of the JIVC. The following information will provide guidance to the ROs and give guidelines for the HVOC-JIVC to follow when conducting outreach to homeless and justice-involved Veterans. Continued on next page  STYLEREF "Map Title" 2. Homeless and Justice-Involved Veterans, Continued b. Definition: Homeless and At-Risk VeteranThe term homeless, homeless individual or homeless person, and homeless Veteran includes: Has a primary nighttime residence that is a public or private place and is not meant for human habitation. May include any of the following, but not limited to: streets, bridges, alleys, and parks. Is living in a publicly or privately operated shelter designated to provide temporary living arrangements including congregate shelters, transitional housing, and hotels and motels paid for by charitable organizations or by federal, state and local government programs. Is exiting an institution where he/she has resided for 90 days or less with no occupancy agreement for a fixed, regular, adequate nighttime residence. A Veteran is at-risk of homelessness for VBA purposes when: He/she as an individual or with his/her family will imminently lose their primary nighttime residence. To include all of the following: Residence will be lost within 30 days of the date of notification of financial hardship to VA; No subsequence residence has been identified; and The individual and family lack resources or support networks needed to obtain other permanent housing.  c. Designation of the HVOC-JIVC Each RO must designate an HVOC-JIVC to perform the duties of this function. The full time HVOC-JIVCs assigned to the 20 regional offices (VBA Letter 20-02-34, dated September 9, 2002) will continue to conduct outreach to homeless Veterans full-time (required by Public Law 107-95) while conducting outreach services to Veterans at risk of homelessness (justice-involved Veterans). The following regional offices must have a full-time HVOC-JIVC in place. Atlanta Houston New York Seattle Boston Indianapolis Oakland St. Louis Chicago Los Angeles Philadelphia St. Petersburg Cleveland Nashville Phoenix Waco Detroit Newark Roanoke Winston-Salem Continued on next page  STYLEREF "Map Title" 2. Homeless and Justice-Involved Veterans, Continued d. HVOC-JIVC DutiesThe HVOC-JIVC is responsible for, but are not limited to, carrying out the following: Maintain an effective network, liaison and referral system with the VHA to include: Health Care for Homeless Veterans (HCHV) Social Work Service (SWS) Domiciliary Care for Homeless Veterans (DCHV) program Housing and Urban Development-VAs Supported Housing (HUD-VASH) Veterans Justice Outreach (VJO) and Health Care for Re-entry Veterans (HCRV) Programs Readjustment Counseling Service (Vet Center) staff Community Homelessness Assessment Local Education and Networking Groups (CHALENG) for Veterans, and others who assist the homeless and those at risk. Provide information and/or training on VA benefits and services to community service providers and correctional officials. Visit Federal, State, and local correctional facilities, where feasible, and provide VA benefits information to incarcerated Veterans who are within 60 days of release. Advise Veterans re-entering civilian life of VBA and VHA services, and at the request of the Veteran, assist in establishing eligibility for VHA and VBA services. These applications for benefits, to include reinstatement of benefits, will need to be received and prioritized in the same manner as for homeless Veterans. Contact and/or visit shelters and homeless service providers within the local jurisdiction on a regular basis. Participate in outreach services to Veterans at risk of homelessness (Veterans participating in Veterans Treatment Courts, being discharged and released from institutions after inpatient psychiatric care, substance abuse treatment, or imprisonment). Establish and maintain liaison with the homeless Veterans reintegration program of the Department of Labor (DOL), and the housing program for Veterans supported by the Department of Housing and Urban Development (HUD). Continued on next page  STYLEREF "Map Title" 2. Homeless and Justice-Involved Veterans Homeless and Justice-Involved Veterans, Continued  STYLEREF "Block Label" d. HVOC-JIVC Duties (continued)Develop and regularly update a local resource directory of shelters, homeless day-care facilities, and homeless service providers. Distribute the directory to appropriate RO personnel, service organizations, and others working with homeless Veterans. The HVOC-JIVCs and/or other designated employees at the ROs must ensure all Veterans deemed homeless have the Homeless flash applied in Corporate and the Homeless BIRLS indicator checked on the Misc. screen in Share. The Homeless sticker flash must also be placed on each homeless Veterans claims folder. If the Veteran is at risk of homelessness and experiencing financial hardship, the Hardship flash should be applied in Corporate. The HVOC-JIVCs and/or other designated employees at the ROs that process homeless or at risk of homelessness Veterans claims must hand-carry the claims folders to each area within the RO. Claims files that need to be permanently transferred out (e.g. another RO or center) or temporary transferred out (e.g. VA medical facilities or other private medical facilities that conduct examinations) must be sent via overnight mail through the ROs designated mail provider. The HVOC-JIVCs should be aware of all homeless Veterans and Veterans at risk of homelessness claims under their ROs jurisdiction and monitor the progress of the claims. Therefore, it is important that all RO employees are aware of the designated HVOC-JIVC and ensure that all new homeless Veterans and Veterans at-risk of homelessness claims are given to the HVOC-JIVC to ensure proper identification. Attend and participate in meetings chaired by VAMCs, homeless service providers, community governments, and advocate groups. Share information on VA benefits and services in places where homeless Veterans congregate. Participate in Stand-Downs sponsored by VA, other government agencies, and faith-based and community agencies who serve the homeless. Performs other related duties as assigned. In addition to the above duties, the full-time HVOC-JIVC duties must include oversight and coordination of homeless Veterans programs outlined in Public Law 107-95 (see VBA Letter 20-02-34, dated September 9, 2002). Continued on next page  STYLEREF "Map Title" 2. Homeless and Justice-Involved Veterans, Continued e. HVOC-JIVC Coordinator DirectoryFor a complete listing of regional offices HVOC-JIVCs, see HYPERLINK "http://vbaw.vba.va.gov/bl/27/outreach/veterans/homeless/home_index.htm"http://vbaw.vba.va.gov/bl/27/outreach/veterans/homeless/home_index.htm  f. HVOC-JIVC TrainingThe HVOC-JIVCs (including full-time) will have various degrees of experience in homeless Veterans outreach. HVOC-JIVC training should be assessed by each of the ROs. Where training is needed, all locally available resources should be sought. Local VHA homeless Veterans outreach and treatment staff may be able to assist. The Benefits Assistance Service will distribute helpful information and materials to all HVOC-JIVCs as they become available. The information will also be posted on the Benefits Assistance Service Intranet web site. If a new HVOC-JIVC is designated, the previous HVOC-JIVC should train accordingly and share appropriate information including local resources. All HVOC-JIVCs should participate in the teleconference calls provided by the Benefits Assistance Services Homeless Veterans Outreach Program Manager. g. HVOC-JIVC Outreach ToolThe HVOC-JIVC is required to conduct outreach in various locations in his or her ROs jurisdiction where homeless Veterans and Veterans at-risk of homelessness are present. Once an outreach event is complete, the HVOC-JIVC must report the requested information in the Outreach Events Submission Form available at: HYPERLINK "http://vbaw.vba.va.gov/bl/27/Outreach/default.asp"http://vbaw.vba.va.gov/bl/27/Outreach/default.asp The outreach event should be input into the form no later than 2 days after the last day it was conducted. Continued on next page  STYLEREF "Map Title" 2. Homeless and Justice-Involved Veterans Homeless and Justice-Involved Veterans, Continued h. Collaboration with VHA for Homeless and Incarcerated VeteransThe success of VBAs homeless and justice-involved Veterans outreach and claims processing depends on collaboration between RO HVOC-JIVCs, VHA Homeless Veterans Coordinators, and HCRV and VJO Specialists. All RO HVOC-JIVCs should establish and maintain an effective network, open communications, and a referral system with all VHA Homeless Veterans Coordinators and HCRV and VJO Specialists, to include homeless social workers and case managers, in their ROs jurisdiction.  i. Monthly Submission of Control LogROs are no longer required to keep and maintain the monthly Claims Processing Activities Control Log or submit it to the Benefits Assistance Service for review. The information provided in the following sections provides guidance on claims processing control and reporting requirements.  j. Use of Homeless FlashA flash represents an attribute, fact, or status that is not likely to change. Flashes are added or removed from individual records in Share and is a person-level indicator that is viewable in Share and MAP-D. ROs are responsible for identifying Veterans that are deemed homeless and at risk of homelessness (experiencing financial hardship) and inputting the flash to indicate as such. Use of the Homeless or Hardship Flash to indicate a homeless Veteran or Veteran at-risk of homelessness is mandatory. This will help to ensure accurate and consistent reporting of Homeless Veterans and Veterans at-risk of homelessness throughout the entire claims process. In addition to the Homeless Corporate Flash, the Homeless BIRLS indicator should be checked on the Misc. screen in Share to ensure appropriate identification. The homeless sticker must also be placed on all homeless Veterans claims folders. The homeless or hardship flash should be removed when the HVOC-JIVC and/or RO is informed by the Veteran that he or she has a permanent place of residency and/or is no longer experiencing financial hardship. Continued on next page  STYLEREF "Map Title" 2. Homeless and Justice-Involved Veterans, Continued  STYLEREF "Block Label" j. Use of Homeless Flash (continued)Note: The Veteran being in receipt of Compensation or Pension benefits is not a sole factor in removing the Homeless Flash, as he or she may still be homeless. Additionally, a Veteran participating in a VHA homeless program does not mean they should no longer be classified as homeless within VBA as they are sustaining housing with VA services. For example, a Veteran participating in HUD-VASH or the HCHV program does not necessarily initiate the removal of the Homeless Flash. While a flash can be viewed on individual records, the more helpful use is in combination with the VETSNET Operations Reports (VOR). The reports available in VOR provide the RO and Central Office the ability to view all Homeless Veterans claims and claims of Veterans experiencing financial hardship. k. VETSNET Operation Reports (VOR)It is strongly recommended that each HVOC-JIVC run VOR for all pending homeless claims at their RO on a weekly basis to manage the homeless claim workload and ensure each claim, excluding appeals, is expedited. Each Monday (or next business day, if a holiday), the Benefits Assistance Service will run a VOR of all homeless claims with elapsed suspense dates and those that have been in Ready for Decision (RFD) status for three or more days. If VOR shows homeless claims with elapsed suspense dates or homeless claims in RFD status for three days or more, BAS, with the assistance of Office of Field Operations, will notify the RO. The RO must ensure that the homeless claims are reviewed with action, (including advancing the suspense date) or are rated immediately, but no later than the end of that workweek. If the RO is not notified, then they most likely do not have any elapsed suspense dates or cases in RFD status for three or more days on their pending homeless claims for that week. Each RO should make it a priority to have no elapsed suspense dates or cases in RFD status for three or more days on any homeless claim.Continued on next page  STYLEREF "Map Title" 2. Homeless and Justice-Involved Veterans, Continued l. DOOR Reporting Requirements for Homeless OutreachMonthly DOOR input of the following statistical data on homeless Veterans outreach is still required: WID 7537.01 (HOMELESS-SHELTER CONTACTED) - The number of shelters for the homeless contacted during the month. WID 7537.02 (HOMELESS-AGENCIES CONTACTED) - The number of related community support or social service agencies contacted during the month. WID 7537.03 (HOMELESS-REFERED-HCMI AND DOL PROGRAMS) - The number of Veterans referred to and from the Homeless Chronically Mentally Ill (HCMI) program and the Department of Labor (DOL) Jobs for Homeless program during the month. WID 7537.04 (HOMELESS-# SEEKING ASSISTANCE FROM RO) - The number of homeless seeking assistance from the regional office during the month. Include personal and telephone contacts.  3. Women Veterans  PRIVATE INFOTYPE="OTHER"  IntroductionThis topic provides information on the outreach program for women Veterans. Change DateInitial content load September 2012 a. Overview of Women Veterans OutreachThe population of women Veterans has been growing and is projected to continue to grow, as well as to get older. This demographic fact, coupled with the special needs of women Veterans, drives the need to explore the characteristics which might be related to the need for and use of benefits, such as health status, race, education, income, employment and marital status. There is a demonstrable need for increased outreach to women Veterans to ensure that they are aware of the VA benefits and services to which they may be entitled.Additionally, the number of military sexual trauma incidents has continually increased, necessitating the need for outreach to both male and female Veterans regarding their opportunity to claim service connection for a disability secondary to military sexual and/or personal trauma. b. Definition: Women Veterans CoordinatorA designated employee in each regional office who is responsible for outreach to women Veterans, who assists male and female Veterans with claims involving issues of a sensitive nature such as military sexual and/or personal trauma, and promotes the use of VA benefits, programs and services by women. c. Coordinator Duties for Women Veterans CoordinatorWVC duties include: participating in local events and provide training or briefings to organizations that may include women Veterans. Continued on next page  STYLEREF "Map Title" 3. Women Veterans, Continued c. Coordinator Duties for Women Veterans Coordinator (continued)conducting individual counseling or workshops to ensure that women Veterans have a clear understanding of VA benefits and services. acting as the point of contact for VA and other service providers and, in some instances, for women Veterans with special needs. Note: Women Veterans who experienced Military Sexual Trauma (MST) while on active duty should be referred to the WVC. Male Veterans that experienced military sexual or personal trauma may be more comfortable speaking with a female coordinator. VA should honor a request to speak with a female coordinator. establishing a network among community service providers and share information on claims processing with women Veterans' coordinators at VAMCs, vet centers, and other community organizations. developing a resource directory of service providers within the RO community that may provide services specifically to women and distributes the directory to appropriate VA personnel and others providing assistance to women Veterans. establishing a liaison with women Veterans' organizations or those with predominantly women members, e.g., the WACS (Women's Army Corps), maintain rosters of the primary contacts, and provide speakers for their meetings and for special events when appropriate. advertising information about VA benefits and services in places where women Veterans live or frequently visit. participating in conference calls held by VA Central Office. collecting and analyzing data generated by the RO for the purpose of evaluating the effectiveness of the program.  d. VHA Women Veteran Program ManagersWVCs should liaison with Women Veterans Program Manager (WVPM) at the local VA Medical Center. This person is a valuable resource in the treatment and counseling of women Veterans.  e. State Women Veteran CoordinatorsWVCs should also liaison with the State Women Veteran Coordinator, if available. Continued on next page  STYLEREF "Map Title" 3. Women Veterans, Continued f. Sexual or Personal Trauma ClaimsIn most cases, the WVC is responsible for expediting and/or facilitating sexual or personal trauma claims. Specific guidance on these claims may be found at: M21-1 Manual Rewrite (MR) Part IV, Subpart ii, Chapter 1, Section D.17 (or M21-1MR IV.ii.1.D.17) Note: All WVCs and other employees processing MST-related claims must complete MST training. Please contact the local training coordinator regarding this requirement. g. Sources for Women Veterans Outreach, Training and InformationThe Women Veteran Coordinators Outreach Intranet web page has various topics to help a WVC. The web page can be found at: HYPERLINK "http://vbaw.vba.va.gov/bl/27/outreach/veterans/women/index.htm"http://vbaw.vba.va.gov/bl/27/outreach/veterans/women/index.htm Topics include: Sexual or Personal Trauma Fact Sheets, Web links to State Women Veterans Coordinators and Center for Women Veterans, Frequently asked Questions and more. For a complete list of coordinators, go to: HYPERLINK "http://vbaw.vba.va.gov/bl/27/outreach/veterans/women/wvc_index.htm"http://vbaw.vba.va.gov/bl/27/outreach/veterans/women/wvc_index.htm h. Women Veteran Coordinators Conference CallsAll coordinators should participate in the teleconference calls provided by the Benefits Assistance Services Women Veterans Outreach Program Manager.  i. Women Veterans Outreach ToolOnce an outreach event is complete, the WVC must report the requested information in the Outreach Submission Form available at: HYPERLINK "http://vbaw.vba.va.gov/bl/27/Outreach/default.asp"http://vbaw.vba.va.gov/bl/27/Outreach/default.asp The outreach event should be input into the form no later than two days after the event.Continued on next page  STYLEREF "Map Title" 3. Women Veterans, Continued j. Women Veterans Coordinator PosterEach RO must post the Women Veteran Coordinator poster in the Public Contact Unit. The poster should indicate the name and telephone number of the ROs Women Veterans Coordinator. The template can be found at: HYPERLINK "http://vbaw.vba.va.gov/bl/27/Outreach/Veterans/Women/Docs/WVCPoster.pdf"http://vbaw.vba.va.gov/bl/27/Outreach/Veterans/Women/Docs/WVCPoster.pdf.  4. Military Outreach  PRIVATE INFOTYPE="OTHER"  IntroductionThis topic provides information on the outreach program for military personnel. Change DateInitial content load September 2012 a. Military Outreach CoordinatorsEach RO will provide a listing of military services coordinators for the RO. A listing of the coordinators will be maintained with coordination between the BAS Military Services Outreach and Web Admin and can be found at: HYPERLINK "http://vbaw.vba.va.gov/bl/27/outreach/military/military_index.htm"http://vbaw.vba.va.gov/bl/27/outreach/military/military_index.htm.  b. Outreach to Active Duty ServicemembersOutreach to active duty military service members is accomplished in many ways. They include: individuals processing into the military at Military Entrance Processing Stations (MEPS) are provided a pamphlet on VA benefits by staff at the MEPS. special benefits briefings should be provided to service members as requested by the military. ROs should hold training programs or seminars for training officers of local units. Training sessions should include local, State, and Federal benefits. c. Reserve and National Guard OutreachVBA briefers provide outreach to Reserve and National Guard in the ROs area of jurisdiction. Briefings should be scheduled, if allowed, for units being activated and/or demobilized to provide information on VA benefits. In many instances, Veterans Health Administration may be the lead for these briefings. d. Liaison With Military FacilitiesROs should maintain liaison with military facilities (active duty, reserve and National Guard) in their jurisdiction and provide assistance and support as needed. Continued on next page  STYLEREF "Map Title" 4. Military Outreach, Continued  STYLEREF "Block Label" d. Liaison With Military Facilities (continued)ROs should also liaison with National Guard Transition Assistance Advisors (TAAs). TAAs were created in early 2006 to help ensure a smooth and seamless transition for Guard member returning from active-duty deployments. The highest national guard headquarters having jurisdiction over guard units should be informed of outreach efforts and willingness to provide information and briefings. 5. Survivors of Servicemembers Who Die on Active Duty  PRIVATE INFOTYPE="OTHER"  IntroductionThis topic provides information on the outreach program for survivors of service members who die on active duty. Change DateInitial content load September 2012 a. Designation of a Casualty Assistance Coordinator (CAC)Each RO will designate a Primary and an Alternate Casualty Assistance Coordinator (CAC), who should: be responsible for working with his/her military counterparts at local military facilities in providing benefits information and assistance to surviving family members. establish a strong working relationship with the Casualty Assistance Coordinator Officer (CACO) of military installations located within the RO jurisdictional area. be familiar with all potential death benefits, not just DIC. report any changes in the Primary and Alternate CAC(s) to the Casualty Assistance Program Manager immediately. Upon notification of DD Form 1300, HYPERLINK "http://www.dtic.mil/whs/directives/infomgt/forms/eforms/dd1300.pdf"Report of Casualty, via the Veterans Tracking Application (VTA) system, the RO CAC will contact the identified military CACO to offer assistance. There should be no attempt to contact any survivor unless 30 days have passed since the death of the service member. b. CAC DirectoryFor a complete list of coordinators, go to: HYPERLINK "http://vbaw.vba.va.gov/bl/27/outreach/military/casualty_assistance/cac_index.htm"http://vbaw.vba.va.gov/bl/27/outreach/military/casualty_assistance/cac_index.htm.  c. Casualty Assistance FactsIt should be noted that: not all Servicemembers have dependents. Continued on next page  STYLEREF "Map Title" 5. Survivors of Servicemembers Who Die on Active Duty, Continued  STYLEREF "Block Label" c. Casualty Assistance Facts (continued)there may be more than one survivor eligible for benefits (i.e., surviving spouse, children who may not be in the custody of the surviving spouse, and parent(s)). Some applicants are found to be ineligible (i.e., a parent with countable income exceeding the limit for Parents DIC). d. Spousal ContactThe military will give direction on when VA contact should be initiated. However, if 30 days has passed, the CAC should write a letter, enclosing a business card to set up an appointment. Usually, the first contact with the survivors will be made by telephone to set up a personal visit at a time and place convenient for the survivor(s).  e. Parental ContactContact with surviving parents will be made only if there is an indication that Parents DIC entitlement exists. If entitlement does exist, a visit should be made and assistance provided in completing VA Form 21-535 (Application for Dependency and Indemnity Compensation by Parent(s)). The parents should be advised of the availability of bereavement counseling, financial counseling, Chapter 30 refund, Presidential Memorial Certificates and any other state and agency benefits. The VA Form 21-535 (Application for Dependency and Indemnity Compensation by Parents(s)) should be mailed to the Philadelphia RO&IC. The address is: Department of Veterans Affairs Attn: Casualty Assistance Officer P. O. Box 13399 Philadelphia, PA 19101 If entitlement does not exist, a visit is not necessary. Process the DD Form 1300 as a First Notice of Death and request a Presidential Memorial Certificate. The military CACO will explain SGLI death claim and Chapter 30 death benefit refund procedures to the parents and the availability of bereavement counseling.Continued on next page  STYLEREF "Map Title" 5. Survivors of Servicemembers Who Die on Active Duty, Continued f. Potential Needs Regarding Fiduciary CasesThe following is a list of potential needs for a fiduciary for any VA benefits payable. If a minor child is not in the custody of the natural or adoptive parent or step-parent, a fiduciary arrangement must be certified. If the beneficiary is under an existing legal disability such as a Court guardianship, trusteeship or similar arrangement (i.e., may include minors in the custody of a natural or adoptive parent, or step-parent) a fiduciary arrangement must be certified. g. Guidelines for Field ExaminationsGuidelines for conducting adult and minor child field examinations are contained in the M21-1 (Part XI) and can be found at: http://vbaw.vba.va.gov/BL/21/M21/content/contents.asp?address=M21-1MRXI  h. Final Action on Fiduciary CasesIf evidence obtained through personal observation and/or interview indicates that the adult beneficiary may not be able to handle VA benefit payments without assistance, the evidence or report of observations should be referred for rating action. A fiduciary arrangement can be made only after a rating proposing incompetency is completed. The beneficiary is provided a chance to refute the proposal. After all evidence has been received, a formal rating based on all the evidence is prepared by the rating action. i. During the Visit by the CACODuring the visit the RO CAC will: provide full benefits information. offer help in completing applications. advise the survivor who to contact at the local RO, RPO or Philadelphia Regional Office and Insurance Center (RO&IC) for any follow-up actions or questions. Give referral information about other agencies, organizations, and support groups, if available.Continued on next page  STYLEREF "Map Title" 5. Survivors of Servicemembers Who Die on Active Duty, Continued j. DIC Claims ProcessingDIC claims processing is centralized in the Philadelphia RO&IC using a completed and signed VA Form 21-534a, Application for Dependency and Indemnity Compensation by a Surviving Spouse or Child In Service Death Only. Hard copies of the DD Form 1300 will be provided to Philadelphia for processing the DIC claims in accordance with the Data Sharing Agreement with the Department of Defense. The VA Form 21-534a should be faxed to 215-381-3084. Philadelphia RO&IC will process in accordance with M211, Part IV, subpart iii, Chapter 1.3.b. k. Chapter 35VA Form 22-5490, Dependents Application for VA Education Benefits, for survivors and sependents education assistance (Chapter 35), should be completed and faxed to the Regional Processing Office of jurisdiction. l. Chapter 33 Fry ScholarshipThe RO CAC(s) shall assist children of an active duty member of the Armed forces who died in the line of duty after September 10, 2001 with obtaining the education benefits under the Post 9/11 GI Bill Marine Gunnery Sergeant John D. Fry Scholarship.  m. Chapter 30 RefundIn some cases, the service department is required to collect $100 per month for the first 12 months of active duty unless the service member declined chapter 30 in writing. VA will refund to the designated SGLI beneficiary(ies) any Chapter 30 pay reductions less benefits previously paid to the deceased service member, or the deceased service member's unused Chapter 32 contributions. The request will not need to be on a particular form. The following written statement will suffice: I wish to claim the Chapter 30/Chapter 32 death benefit. Continued on next page  STYLEREF "Map Title" 5. Survivors of Servicemembers Who Die on Active Duty, Continued  STYLEREF "Block Label" m. Chapter 30 Refund (continued)Hard copies of the DD Form 1300 (Report of Casualty) will be provided to St. Louis for processing the educational refund claim in accordance with the Data Sharing Agreement with the Department of Defense. The statement must contain the name and SSN of the deceased service member. The request should be faxed to the St. Louis Regional Processing Office: 314-552-9444. n. CAC Handling of SGLI ClaimsSGLI death claims processing is usually handled by the military, however, there may be cases where the RO CACO is asked to provide assistance in completing and submitting the Claim for Death Benefits (SGLV Form 8286). In those cases, the RO CACO should submit the claim to OSGLI by fax to the following number: 877-832-4943. o. Loan GuarantyThe surviving spouse should complete Part I of VA Form 26-1817, Request For Determination of Loan Guaranty Eligibility - Unmarried Surviving Spouses. The RO CAC should then complete Section B of Part II of the form verifying the surviving spouse's basic eligibility, and fax the completed form to the Eligibility Center, which is located in Atlanta, George. Fax number is 404-929-5401. The Eligibility Center will make a formal determination of loan guaranty eligibility within one workday of receipt and notify the surviving spouse by mail.  p. CAC ReportingFor each in-service death, the RO CAC must complete the In-Service Casualty Case Assistance Report that is a part of the casualty VTA reporting system. Each completed report can be viewed on the VTA system after all required actions have been completed. q. CAC Report FormThe In-Service Casualty Assistance Case Report contains detailed information that must be completed by the CAC in the VTA system. It contains free text with up to 200 characters to explain contacts with survivors.Continued on next page  STYLEREF "Map Title" 5. Survivors of Servicemembers Who Die on Active Duty, Continued r. Bereavement CounselingVA offers bereavement counseling provided at community-based Vet Centers. Services are obtained by calling Readjustment Counseling Service (RCS) at (720) 874-1031, or by e-mail to HYPERLINK "mailto:vet.center@hq.med.va.gov"vet.center@hq.med.va.gov, both of which are dedicated for this specialized service. RCS staff will assist families in contacting the nearest Vet Center. s. Information and Websites for Casualty AssistanceBAS has an Intranet site that provides information, forms and procedures for the casualty assistance program. It is located on the VBA BAS HYPERLINK "http://vbaw.vba.va.gov/bl/27/outreach/military/casualty_assistance/index.htm"Casualty Assistance Intranet web page. VBA Letter 20-07-45, dated October 17, 2007, Subject: Casualty Assistance Program Procedures may be found at: HYPERLINK "http://vbaw.vba.va.gov/usb/letters/usb2007.htm"Under Secretary for Benefits Letters (VBA 20 Letters). t. Pamphlets and Application Forms for Casualty AssistanceBenefits and Services for Survivors of Servicemembers Who Die on Active Duty, VA Pamphlet 21-02-1, December 2005, is large tri-fold color brochure with a document pocket. RO CACs will give the brochure to survivors only when it is evident that it was not previously given to them. The proper form for this type of claim is  HYPERLINK "http://vbaw.vba.va.gov/bl/20/cio/20s5/forms/VBA-21-534a-ARE.pdf" VA Form 21-534a, Application for Dependency and Indemnity Compensation by a Surviving Spouse or Child In-Service Death Only 6. Other Survivors and Dependents  PRIVATE INFOTYPE="OTHER"  IntroductionThis topic provides information on the outreach program for other survivors and dependents. Change DateInitial content load September 2012 a. Pamphlets, Websites and Outreach for SurvivorsVA Benefits for Survivors, VA pamphlet 21-03-1, March 2010. For additional copies or stock replenishment e-mail VAVBAWAS/CO/OUTREACH. This pamphlet is sent to the next of kin listed on  HYPERLINK "http://www.vba.va.gov/pubs/forms/VBA-27-2008-ARE.pdf" VA Form 27-2008, Application for a United States Flag for Burial Purposes, received from U. S. post offices and other flag issuing points. Public Law 107-14 (Veterans Survivors Benefits Improvement Act of 2001) directs VA to improve outreach to eligible surviving spouses and dependents. VA has an Office of Survivors Assistance (OSA) Internet site. This website is dedicated to providing information on benefits and services available to surviving spouses and dependents of military personnel who died while on active duty, and to the survivors of Veterans who died after active service. This site also contains links to information from other Federal agencies and organizations that offer related benefits and services to survivors and dependents. It can be accessed as follows: HYPERLINK "http://www.va.gov/survivors"http://www.va.gov/survivors  b. Quarterly Conference Calls for CACsAll Primary and Alternate CAC(s) shall participate in the quarterly conference calls that are scheduled by the Program Manager of Casualty Assistance.  7. Minority and Tribal Veterans  PRIVATE INFOTYPE="OTHER"  IntroductionThis topic provides information on the outreach program for minority and tribal Veterans. Change DateInitial content load September 2012 a. Background of Minority Veteran OutreachEach regional office Director will appoint a Minority Veterans Program Coordinator (MVPC) position to ensure that all VA benefits information are provided to Veterans, their spouses, and widows with dignity and respect regardless of race. The coordinator should work with other VA staff to identify gaps in benefits delivery to minority Veterans and afford equal access to and knowledge of all benefits (disability, education and training, vocational rehabilitation and employment, insurance, survivors benefits and home loans). The primary goal of the MVPC is to promote the use of VA benefit programs by the following minority groups: Asian Americans African Americans Hispanic Americans Native Americans (American Indians, Alaskan Natives, and Native Hawaiians) Pacific Islanders  b. Duties of the Minority Veterans Program CoordinatorThe coordinator duties include: establishing and maintaining contact with minority organizations within the local area(s) served by the regional office to present information concerning VA benefits, to hear their concerns, and to answer questions. formulating and communicating program objectives that raise the consciousness and awareness of the Minority Veteran Program. supporting and initiating activities that inform and sensitize RO staff to the unique needs of minority Veterans (diversity inclusion). providing appropriate educational and outreach materials to targeted outreach groups. serving as a consultant and ombudsperson on issues pertaining to minority Veterans.Continued on next page  STYLEREF "Map Title" 7. Minority and Tribal Veterans, Continued  STYLEREF "Block Label" b. Duties of the Minority Veterans Program Coordinator (continued)keeping abreast of VA policies, laws, and regulations and their impact on minority Veterans. reviewing and evaluation of statistical and narrative information to determine the utilization of the benefits and services by minority Veterans. advocating on behalf of minority Veterans by making recommendations to improve service delivery with their RO. participating as appropriate on local advisory committees related to Veterans to ensure that minority Veterans concerns are adequately addressed in decision-making processes. increasing local awareness of minority issues and developing strategies for increasing minority participation in all of the VA service delivery areas. serving as liaison and advocate on the behalf of minority Veterans with Veteran Service Organizations; federal, state, and local agencies; and other local community stakeholders and serve providers to identify the unique needs of minority Veterans. keeping RO director informed of all related activities performed in the regional offices jurisdiction. ensuring that monthly activity report is reported accurately and within established timelines.  c. Critical Elements for Minority Veterans Program CoordinatorTo meet program objectives, MVPCs shall: participate in any conference calls pertaining to minority Veteran outreach. develop a written Operation Plan outlining outreach and activities to be conducted targeting minority Veterans. conduct trend analyses of minority Veterans concerns or issues and recommend proactive initiatives and corrective actions to resolve recurrent challenges to the RO Director. prepare and submit activity reports highlighting outreach activities conducted and issues identified through tracking and trending analysis. participate in a minimum of two town hall meetings annually and/or Veteran forums annually and meet with a minimum of three different stakeholders quarterly to promote the use of VA programs and services. distribute and use culturally sensitive materials to inform minority Veterans and their families of the availability of VA services and benefits.Continued on next page  STYLEREF "Map Title" 7. Minority and Tribal Veterans, Continued d. Minority Veterans Program Coordinator DirectoryFor a complete list of coordinators go to: HYPERLINK "http://vbaw.vba.va.gov/bl/27/outreach/veterans/minority/min_index.htm"http://vbaw.vba.va.gov/bl/27/outreach/veterans/minority/min_index.htm  e. Skills and Abilities Needed for Minority OutreachIndividuals appointed as the Minority Veterans Program Coordinator must have the following skills and abilities: Knowledge and comprehension of Veterans benefit programs, current policies, and procedures; Ability to be sensitive to the needs, concerns, and issues of minority Veterans; Effective verbal written and interpersonal skills; Strong analytical and problem-solving skills; Sound administrative skills and judgment and an ability to work independently and manage time effectively.  f. Minority Outreach ReferencesAdditional information concerning the minority outreach program may be found at the following references: Secretary VA Memorandum of April 25, 1995 Secretary VA Memorandum of March 12, 1999 38 U.S.C., Part I, Chapter 3, Section 317, Center for Minority Veterans VA Directive 0801 of April 15, 2005 VA Handbook 0801 of June 17, 2010 MVPC - Activity Report End User Guide at: HYPERLINK "http://vaww1.va.gov/mvpc/"http://vaww1.va.gov/mvpc/ Access to down load the MVPC Quarterly Report at: mvpc/admin/index.cfm (MVPC) Appointment Form (can be found at :HYPERLINK "http://vaww4.va.gov/vaforms/va/pdf/VA0875a.pdf"http://vaww4.va.gov/vaforms/va/pdf/VA0875a.pdf)  g. Tribal Veterans OutreachThe Minority Veterans Coordinator will also be responsible for working with tribes in providing benefits information and assistance. 8. Elderly Veterans  PRIVATE INFOTYPE="OTHER"  IntroductionThis topic provides information on the outreach program for elderly Veterans. Change DateInitial content load September 2012 a. Elderly Veteran Coordinator DutiesEach regional office Director will appoint an Elderly Veterans Coordinator to act as a liaison to the local Area Agency for the Aging (AAA). That person should have a broad knowledge of VA policy and eligibility requirements. The coordinators duties may include: locating resources within VA and helping AAA representatives contact appropriate VA sources. providing pamphlets and other information materials to AAA offices for their use and dissemination. answering questions from AAA's and other community agencies about VA services. identifying services provided for the elderly by other agencies, using these agencies, and suggesting ways to improve their programs. maintaining liaison with home for aging population and senior citizen centers in their area, providing pamphlets, other information materials, and applications through the routine use of a mailing list, and encouraging the development of individual claims by telephone. Visits will be made on an "as needed" basis. participating in community planning meetings, workshops on VA benefits, Governor's Task Force on services to the elderly, and other similar outreach activities. This could include attending and participating in town hall meetings with representatives from other community agencies; coordinating with counterparts at VA medical centers. contacting and visiting nursing homes, senior service centers, assisted living organizations and other places with elderly Veterans. maintaining contact with VHA facilities to assist elderly Veterans in applying for VA benefits and services.  b. Elderly Veteran Coordinators DirectoryFor a complete list of coordinators go to: HYPERLINK "http://vbaw.vba.va.gov/bl/27/outreach/veterans/elderly/eld_index.htm"http://vbaw.vba.va.gov/bl/27/outreach/veterans/elderly/eld_index.htm 9. Former Prisoners of War (Former POW)  PRIVATE INFOTYPE="OTHER"  IntroductionThis topic provides information on the outreach program for Former Prisoners of War (POW). Change DateInitial content load September 2012 a. Overview of Former Prisoners of War Outreach ProgramThe purpose of this program is to advise Former Prisoners of War of all VA benefits and services to which they may be entitled. As the number of FPOWs continues to decrease, outreach to FPOWs and family members is very critical. Increased benefits and special services may be available to this aging population and it is incumbent upon VA to apply due diligence when handing these considerations.  b. Definition Former Prisoner of WarThe term Former Prisoner of War means a person who, while serving in the active military, naval or air service, was forcibly detained or interned in the line of duty by an enemy or foreign government, the agents of either, or a hostile force. (38 CFR Part 3.1(y)) c. The FPOW CoordinatorEach RO, NCC, and Pension Management Center (PMC) has a designated FPOW Coordinator. The FPOW Coordinator is responsible for providing benefit information and claims assistance to former POWs and their spouses and families.  d. FPOW Coordinator DutiesFPOW Coordinator duties include: meeting regularly with FPOW groups in the ROs jurisdiction. planning activities for FPOW celebrations, and include Missing in Action (MIA) family members. coordinating activities with VHA for FPOW activities they sponsor. participating in local FPOW events and provide training to organizations that may include FPOWs. acting as the point of contact for VA and other service providers for FPOWs and their families. establishing a network among community service providers and share information on claims processing with FPOW coordinators at VAMCs, Vet Centers, and other community organizations. Continued on next page  STYLEREF "Map Title" 9. Former Prisoners of War (Former POW), Continued  STYLEREF "Block Label" d. FPOW Coordinator Duties (continued)developing a resource directory of service providers within the RO community that may provide services specifically to this special interest group, provide the directory to appropriate VA personnel and others providing assistance to FPOWs. establishing a liaison with FPOW organizations, maintain rosters of the primary contacts, and provide speakers for their meetings and for special events when appropriate. advertising information about VA benefits and services in places where FPOWs live or frequently visit.  e. FPOW ClaimsFormer POW coordinators must assure that priority attention is given to claims received from FPOWs. FPOW claims must be flagged and hand- carried to the Former POW coordinator in the RO. Former POW coordinators should: familiarize themselves with the service-connected presumptive conditions as per 38 CFR 3.309(c )(1)(2) and the POW experiences related to captivity. create a network with the VAMC Physicians to facilitate the rating of claims and address any questions regarding claims. Note: VHA Directive 2011-018, dated March 21, 2011, provides for the implementation of a mandatory education and certification program for the Special Former Prisoners of War (FPOW) Care and Benefits Teams (CBTs). These teams are the main liaisons between the Department of Veterans Affairs (VA) and FPOW. The CBTs will consist of VBA and VHA employees. VBA employees must adhere to guidance set forth by VBA Policy and Directives. telephone the FPOW or surviving spouse if information is needed to complete a claim or a form has not been returned. process any paperwork from the claims file or from a telephone contact, making it as easy as possible for the claimant. For more information on Live Claims see: M21-1MR, Part IV, Subpart ii, Ch 1, Section G (Development) M21-1MR, Part IV, Subpart ii, Ch 2, Section E (Rating) For more information on procedures for preparing Administrative Decisions see: M21-1MR, Part III, Subpart v, Ch 1, Section C Continued on next page  STYLEREF "Map Title" 9. Former Prisoners of War (Former POW), Continued f. Retrieval Information for POW Verification DataIf you need to verify POW status of an individual, send your verification request, via encrypted e-mail to: HYPERLINK "mailto:VAVBAWAS/CO/OUTREACH"VAVBAWAS/CO/OUTREACH g. FPOW Coordinator DirectoryFor the complete coordinator list, go to: HYPERLINK "http://vbaw.vba.va.gov/bl/27/outreach/veterans/fpow/pow_index.htm"http://vbaw.vba.va.gov/bl/27/outreach/veterans/fpow/pow_index.htm  h. FPOW PamphletsThe Former Prisoners of War Outreach Intranet web page has various topics to help a FPOW coordinator. The web page can be found at: HYPERLINK "http://vbaw.vba.va.gov/bl/27/outreach/veterans/fpow/index.htm"http://vbaw.vba.va.gov/bl/27/outreach/veterans/fpow/index.htm Benefits and Services for Former Prisoners of War, VA Pamphlet 21-01-1, March 2004. For additional copies or stock replenishment e-mail: HYPERLINK "mailto:VAVBAWAS/CO/OUTREACH"VAVBAWAS/CO/OUTREACH  10. Indigent Veterans and Unclaimed Remains  PRIVATE INFOTYPE="OTHER"  IntroductionThis topic provides information on the outreach program for indigent Veterans and unclaimed remains. Change DateInitial content load September 2012 a. Point of Contact for Inquiries on Unclaimed RemainsEach regional office Director will establish a point of contact (POC) at the regional office that will handle incoming inquiries on unclaimed remains for identification of a known deceased person alleged to be a Veteran. b. POC Duties for Handling Indigent Veterans and Unclaimed RemainsThe POC duties should include: ensuring that coordination is established among regional offices, VA Medical Centers and National Cemeteries to improve the ways in which VA works together to identify and determine the Veteran status of unclaimed decedents of those who have served in uniform. re-establishing and maintaining liaison with funeral directors, Veterans services organizations, and involved local agencies of jurisdiction providing service for unclaimed remains. meeting or corresponding with local Medical Examiners offices or other involved local agencies to provide them with a description of the benefits available for the burial of these Veterans and to outline procedures to be followed.  c. Claims by Funeral DirectorsM21-1MR, Part VII, Chapter 1, Section, Section B.6, (http://vbaw.vba.va.gov/BL/21/M21/content/contents.asp?address=M21-1MRVII) addresses claims by Funeral Directors for Basic Burial Allowance for Unclaimed Indigent Veterans. 11. First Time Applicants  PRIVATE INFOTYPE="OTHER"  IntroductionThis topic provides information on the outreach program for first time applicants. Change DateInitial content load September 2012 a. Public Law 107-103: Veterans Education and Benefits Expansion Act of 2001Effective January 3, 2006: Whenever a Veteran or dependent first applies for any benefit under laws administered by the Secretary (including a request for burial or related benefits of an application for life insurance proceeds), the Secretary shall provide to the Veteran or dependent information concerning benefits and health care services under programs administered by the Secretary. Such information shall be provided not later than three months after the date of such application. b. VBA Letter 20-03-13VBA Letter 20-03-13 (HYPERLINK "http://vbaw.vba.va.gov/usb/letters/usb2003.htm"http://vbaw.vba.va.gov/usb/letters/usb2003.htm) implemented the final phase of Public Laws 107-103, Section 304 (Improvement of Veterans Outreach Programs) and 107-14, Section 6 (Outreach to Eligible Dependents). 12. Foreign Service Program  PRIVATE INFOTYPE="OTHER"  IntroductionThis topic provides information on the Foreign Service Program. Change DateInitial content load September 2012 a. Benefits and Services of the Foreign Service ProgramThe Foreign Service Program provides VA benefits, and services to U.S. Veterans and their families who live overseas. The Foreign Service Nationals (FSN), employees of the U.S. Department of State, administers the program. Virtually all monetary benefits (compensation, pension, burial, education) administered by VA are payable regardless of nationality or place of residence. There are, however, some program limitations in foreign jurisdictions: reimbursed medical treatment is limited to treatment of adjudicated service-connected disabilities. home loan guaranty benefits are available only in selected U.S. territories and possessions. educational benefits are limited to approved degree granting programs in institutions of higher learning. b. Program Oversight of the Foreign Service ProgramThe Benefits Assistance Service (BAS), Client Services Outreach Staff, currently monitors service delivery overseas. As such, the staff is responsible for assessing the quality of assistance available to Veterans at American embassies and consulates and district offices of Veterans Affairs Canada. The staff also evaluates the quality of service provided by involved VA offices to American embassies and consulates and Veterans Affairs Canada. The BAS Staff is involved in a myriad of other activities associated with the foreign program such as: developing procedures and monitoring delivery of burial markers, headstones and burial flags overseas. supplying embassies, consulates and Veterans Affairs Canada with VA pamphlets and applications. troubleshooting for Veterans inquiries. Continued on next page  STYLEREF "Map Title" 12. Foreign Service Program, Continued c. Claims Processing for Foreign Compensation and Pension ClaimsThe Houston VA Regional Office processes claims from: Mexico South and Central America, and the Caribbean. The Pittsburgh VA Regional Office has responsibility for processing foreign compensation claims from all other countries with the exception of Canada and the Philippines. The VA Regional Office Center in White River Junction handles benefit claims from Canada, the VA Regional Office in Manila process the compensation and pension claims in the Philippines. The Pension Management Center located in St. Paul, MN processes the pension claims from: Mexico Central and South America, and the Caribbean Pension claims for all other countries with the exception of the Philippines are processed at the Philadelphia Pension Management Center. d. Education Claims for Veterans Attending Foreign SchoolsEducation claims for Veterans or dependents attending foreign schools are processed by the Regional Processing Center in Buffalo, New York. Education claims for Veterans or dependents attending foreign branches of American universities are processed by the Regional Processing Center having responsibility for the main U.S. campus of the university.  e. Foreign Medical Program The Veterans Health Administration (VHA) administers the Foreign Medical Program (FMP), located at the VHA Center in Denver, CO. The FMP manages the activity through which Veterans residing or traveling in foreign countries can obtain reimbursed medical treatment for adjudicated service-connected disabilities. Continued on next page  STYLEREF "Map Title" 12. Foreign Service Program, Continued  STYLEREF "Block Label" e. Foreign Medical Program (continued)This does not include medical care in the Philippines, Puerto Rico or Guam where VA medical facilities exist or in Canada where care is provided through the Veterans Affairs Canada. The FMP is managed similar to a health insurance system whereby Veterans enroll in the program with acceptance based on VA-related disabilities. The FMP also reimburses the medical providers that provide the required compensation exams administered in foreign countries.  f. Direct Assistance for Veterans OverseasBenefits information and assistance are available to Veterans and their families worldwide at American embassies and consulates through the Federal Benefits Program (FBP). The Department of State (Office of Citizens Consular Services), Department of Veterans Affairs (Benefits Assistance Services Staff), and the Social Security Administration (Office of International Operations) jointly manage the FBP. On-site and/or day-to-day activities of the Federal Benefits Program are supervised by seven Regional Federal Benefits Officers (RFBO) located in Rome, Frankfurt, London, Athens, Manila, Mexico City and San Jose (Costa Rica). These program managers are Social Security Administration employees temporarily assigned under Foreign Service commissions to the Department of State. Each is assigned a specific regional area of responsibility.  13. Rural Veterans Outreach  PRIVATE INFOTYPE="OTHER"  IntroductionThis topic provides guidance on outreach activities directed to the rural Veteran population. Change DateInitial content load September 2012 a. General Guidance on Rural Veterans OutreachThe following procedures are to be followed when working with the rural Veteran population: Contact the County Service Officer that serves the area. If there is not a County Service Officer, contact the Chamber of Commerce, City Council or other civic organizations to ask if you can send pamphlets for display. Put together a package of information to leave at various locations such as community colleges, post offices, libraries and other places where the general public is around. Introduce yourself to various VAMC facilities, outpatient clinics and arrange to attend any activities they have scheduled. Request Service Organizations such as Veterans of Foreign Wars, American Legion, Disabled American Veterans, etc. to sponsor events in rural areas. Arrange to serve as speaker on how to file claims, what is required for service connection, etc. Ensure the Mobile Vet Centers have VA benefits materials available to provide to Veterans residing in rural areas. Research free newspapers, community newspapers to place an information ad or announce an upcoming event. Attend other meetings such as homeless Stand-Downs. Coordinate these with the Homeless, Minority, and/or other outreach coordinators at the RO. Coordinate to attend town hall meetings. Coordinate with the Military Services Coordinator at the RO to provide information on VA benefits and services to Reserve/Guard units in remote areas. 14. Chapter 63 Special Outreach to Veterans  PRIVATE INFOTYPE="OTHER"  IntroductionThis topic provides guidance on Chapter 63 special outreach to Veterans. Change DateInitial content load September 2012 a. Background of Chapter 63 OutreachTitle 38 U.S. Code, Part IV, Chapter 63, Section 6303, (b) Individual Notice to New Veterans, states the Secretary shall ensure, through the use of Veteran-student services under Section 3485 of this title, that contact, in person or by telephone, is made with those Veterans who, on the basis of their military service records, do not have a high school education or equivalent at the time of discharge or release from military service. Contact will be made as soon as possible after the Veterans discharge or release from active military service to advise Veterans of all benefits and services for which the Veteran may be eligible. b. Responsibility for Chapter 63 OutreachEach regional office is responsible, on a monthly basis, to contact, in person or by telephone, all Veterans within their area of jurisdiction who fall within perimeters of Section 6303 outreach requirements. In order to maintain reporting requirements, contact must be reported within set timelines into the Veterans Tracking Application (VTA), which is monitored by Military Services Outreach, Benefits Assistance Service. Outreach, Veteran Services, Benefits Assistance Service. Additionally Military Service Outreach will maintain reporting mechanism to support requirements. c. Procedures for Conducting Chapter 63 OutreachBy the fifth business day of each month: each RO Directors mailbox will receive notification if the RO has Veterans in their jurisdictions that are eligible for Chapter 63 special outreach. each RO will access the Chapter 63 database to obtain a listing of Veterans within their jurisdiction who meets the criteria of Section 6303 (as appropriate). Continued on next page  STYLEREF "Map Title" 14. Chapter 63 Special Outreach to Veterans, Continued  STYLEREF "Block Label" c. Procedures for Conducting Chapter 63 Outreach (continued)On a monthly basis: data for Veterans who separate military service and meet the criteria for Chapter 63 special outreach will be sent via Veterans Affairs/Department of Defense Identity Repository (VADIR), to VTA. Data will feed into VTA to develop an individual record containing the Veterans name, social security number, address, home and work telephone number, gender, and service component. based on zip code, an electronic notification will be sent to each RO that has Veterans listed that meet the criteria for Chapter 63. each RO will access the Chapter 63 database to access information for the Veterans within their zip code jurisdiction. Veterans listed without an address and phone number will be compiled into a central location. If contact information is received at a later date, the outreach will be accomplished at that time. incases inwhich a Veteran's namehas previously been received through the VTA system, the data: will be updated, if necessary,in the Military Service Information window of theestablished record. A new or duplicate record will not be created. If the record was previously closed successfully, no action is required by the regional office and the regional office will not be notified of this record. Ifthe record was Unsuccessful or Inaccurate Information, thesystem will make notification to the appropriate regional office. d. Utilizing Work Study Students for Chapter 63 OutreachUtilizing Work Study students in accordance with U.S. Code 38, Part III, Chapter 34, Subchapter IV, Section 3485, (a) (4) (A), ROs will contact each Veteran within their jurisdiction, in person or by telephone, and complete the electronic record for each individual Veteran. The outreach will be conducted in accordance with the RO Script maintained on the Ch 63 SharePoint site. Note: Work Study students shall be trained on Telephone Interviews, M 27-1, Part I, Chapter 3, especially adhering to I.3.7.  e. Attempting to Contact the VeteranUsing information available in the electronic record, ROs must attempt to contact the Veteran three (3) times. Each attempt must be documented in the individual Chapter 63 VTA record.Continued on next page  STYLEREF "Map Title" 14. Chapter 63 Special Outreach to Veterans, Continued f. Appropriate Work Credit for Chapter 63 OutreachIf a Public Contact Specialist or Veteran Service Representative (VSR) is completing Chapter 63 outreach, the Regional Office may take credit for either a telephone or in-person interview, as appropriate, for DOOR reporting.  g. Use of Scripts for Chapter 63 Special OutreachWhen establishing contact with a Veteran, the RO will use the script located on the Ch 63 SharePoint web page.  h. Miscellaneous Information on Chapter 63 Outreach In areas where a significant number of Veterans speak a language other than English as their principle language, translation services must be provided, as appropriate. If a Veteran presents a benefit question during the course of the interview, the appropriate toll-free telephone number related to the benefit in question will be provided. If the Veteran expresses interest in a specific benefit, the topic will be noted in the individual Chapter 63 VTA record. When interest is expressed or additional information is requested, VA will confirm the current address in the individual record or update the record based on information the Veteran provides. The current edition of  HYPERLINK "http://www.va.gov/opa/publications/benefits_book.asp" Federal Benefits for Veterans, Dependents & Survivors (previously IS-1) will be sent within five business days of the contact. If a Veteran would like information on the status of a pending claim, VA will follow guidance set in the Regional Office Script Chapter 63 Special Outreach. The individual report will be printed and given to the Public Contact Coach for follow-up with the Veteran. Date of follow-up will be documented in the Comments section of the individual electronic record, as well as Notes of Modern Award Processing-Development (MAP-D). Hard-copy printouts of the individual record will be destroyed in accordance with VBA Letter 20-08-63 Revised (2nd), VBA Policy on Management of Veterans' and other Governmental Paper Records, dated March 13, 2009, after appropriate action has been accomplished. The printout is not intended to be part of the Veterans claim file. Continued on next page  STYLEREF "Map Title" 14. Chapter 63 Special Outreach to Veterans, Continued  STYLEREF "Block Label" h. Miscellaneous Information on Chapter 63 Outreach (continued)Records that do not contain telephone numbers will result in in-person contact at the address provided. Regional offices shall make arrangements to complete in-person outreach within 30 days of notification to the regional office. In cases of physical address only and the regional office cannot physically contact the Veteran, such as overseas locations, the regional office will document, in detail, an explanation for non-contact in Comments in the electronic record. The regional office will send notification, via the Outreach mailbox, of the particular record. At locations, such as Hawaii, where the Veteran may be located on an outer island, the regional office may consider utilizing Field Examiners to accomplish this outreach. If contact information appears to lead the regional office to believe data pertains to an active duty member, attempt will be made to determine status. If confirmed as active duty and information provided is not valid, document as such in Comments and notify the Outreach mailbox at: HYPERLINK "mailto:VAVBAWAS/CO/OUTREACH"VAVBAWAS/CO/OUTREACH The subject line of the e-mail shall contain: Chapter 63 Special Outreach. i. Chapter 63 Outreach Reporting RequirementsAll outreach contacts will be accomplished and reported within 30 days of notification to the regional office. Military Outreach Services, Benefits Assistance Service, will track and monitor report responses. ROs not reporting within 30 days of notification will be contacted for immediate action.  j. Questions Concerning Chapter 63 OutreachQuestions concerning Chapter 63 Special Outreach should be submitted to HYPERLINK "mailto:VAVBAWAS/CO/OUTREACH"VAVBAWAS/CO/OUTREACH . The subject line of the e-mail shall contain: Chapter 63 Special Outreach. 15. Casualty Assistance Program Procedures  PRIVATE INFOTYPE="OTHER"  IntroductionThis topic provides information and procedures for the processing of claims from survivors of Servicemembers who die while on active duty. Change DateInitial content load September 2012 a. Background on Casualty AssistanceEach survivor of a Servicemember who dies on active duty deserves special assistance and priority claims processing. Through VBA's efforts to streamline claims processing and improve outreach, these survivors will receive the best possible service. b. Casualty OutreachOutreach to surviving family members is the responsibility of the regional office (RO) or offices of jurisdiction nearest the survivors' residences.  c. Casualty Outreach Program Oversight and ReportingOversight of the Casualty Assistance Program is the responsibility of the Military Outreach Staff, Benefits Assistance Service. The Assistant Director for Client Services and Outreach serves as the liaison with the Casualty Assistance Board (CAB) that is comprised of representatives from the Office of the Secretary of Defense and each of the military departments. The Assistant Director works with the CAB to assure that the Casualty Assistance Program operates as effectively as possible for survivors. A Casualty Assistance Program Manager on the Military Outreach Staff has been assigned to oversee day-to-day program operations and will monitor the VTA system to guarantee that the 30-day contact requirement is met and to monitor all RO actions taken to contact the survivors. d. Questions Regarding the Casualty Outreach ProgramQuestions about Casualty Assistance Program procedures should be directed to the Benefits Assistance Service outreach mailbox: HYPERLINK "mailto:VAVBAWAS/CO/OUTREACH"VAVBAWAS/CO/OUTREACHContinued on next page  STYLEREF "Map Title" 15. Casualty Assistance Program Procedures, Continued e. Liaison With Military Casualty Assistance Officers (CACOs)Each RO should establish a strong working relationship with the Casualty Assistance Offices of military installations located within the ROs jurisdictional area. Each RO must designate a Primary and an Alternate Casualty Assistance Coordinator (CAC) to work with the military installations. RO(s) must keep the Program Manager for Casualty Assistance informed of any changes in designation. The Benefits Assistance Service has furnished RO CAC information to military headquarters officials to help them coordinate casualty assistance efforts with RO(s), when necessary. The contact information is also used by the Military Outreach Staff to deal directly with RO CACO(s). Contact information may be found at: HYPERLINK "http://vbaw.vba.va.gov/bl/27/outreach/military/casualty_assistance/cac_index.htm"http://vbaw.vba.va.gov/bl/27/outreach/military/casualty_assistance/cac_index.htm  f. Reports of CasualtyReports of Casualty will be obtained through the VTA system from each Military department for all in-service deaths. The RO of jurisdiction will be determined by zip code. The name, location, and telephone number of the military CACO are included for most casualties. More than one RO may be involved in a case depending on the location of survivors. Reports of Casualty are also sent by the military departments to the Office of Servicemembers' Group Life Insurance (OSGLI) to initiate processing of SGLI claims.  g. Contact with Surviving Spouses and Dependent ChildrenAs soon as the RO CAC receives notification via the VTA system they should contact the identified military CAO to offer assistance. There should be no attempt to contact any survivor unless 30 days has passed since the death of the service member. The military will give direction on when VA contact should be initiated. Usually, the first contact with the survivors will be made by telephone to set up a personal visit at a time and place convenient for the survivor(s). Basic entitlements on individual cases should be reviewed prior to the visit, such as Chapter 30 and 32 refunds, Survivors and Dependents Education Assistance, etc. The RO CAC must be familiar with all potential death benefits, not just DIC. Continued on next page  STYLEREF "Map Title" 15. Casualty Assistance Program Procedures, Continued  STYLEREF "Block Label" g. Contact with Surviving Spouses and Dependent Children (continued)During the visit, the RO CAC will: provide full benefits information. offer help in completing applications. advise the survivor whom to contact at the local RO, RPO or Philadelphia Regional Office and Insurance Center (RO&IC) for any follow-up actions or questions, and give referral information about other agencies, organizations, and support groups, if available. h. Contact With Surviving ParentsContact with surviving parents will be made only if there is an indication that Parents DIC entitlement exists. Parents income and other relevant information will be obtained by the military CAO and will be discussed with the RO CACO before a visit is scheduled with surviving parents. If entitlement does exist, a visit should be made and assistance provided in completing VA Form 21-535. Application for Dependency and Indemnity Compensation by Parent(s). The application should be forwarded to the Philadelphia RO&IC (See Completing and Submitting DIC Claims for Processing below). The parents should be advised of the availability of bereavement counseling (see Bereavement Counseling below). If entitlement does not exist, a visit is not necessary. Process the DD Form 1300 as a First Notice of Death and request a Presidential Memorial Certificate. The military CACO will explain SGLI death claim and Chapter 30 death benefit procedures to the parents, if appropriate, and the availability of bereavement counseling. In both situations, annotations shall be made in the VTA system. i. Special Brochure: VA Pamphlet 21-02-1VA Pamphlet 21-02-1 December 2005 Revised, Benefits and Services for Survivors of Servicemembers Who Die on Active Duty, is a large tri-fold color brochure with a document pocket. The brochure is to be given by military CACOs to survivors during their initial visit. RO CACs should provide the brochure to survivors if it was not previously provided. Stock replenishment requests should be e-mailed to: HYPERLINK "mailto:VAVBAWAS/CO/OUTREACH"VAVBAWAS/CO/OUTREACH Continued on next page  STYLEREF "Map Title" 15. Casualty Assistance Program Procedures, Continued j. Possible Need for a Fiduciary The VA employee making initial contact with the survivors of the Veteran must be aware of the potential need for a fiduciary for any VA benefits payable. Although these situations will be rare, they may arise under one of the following circumstances: If the dependent is a minor child not in the custody of the natural or adoptive parent or stepparent, a fiduciary arrangement must be certified. The beneficiary is under an existing legal disability such as a Court guardianship, trusteeship or similar arrangement. This may include minors in the custody of a natural or adoptive parent, or stepparent. Evidence obtained through personal observation and/or interview indicates that the adult beneficiary may not be able to handle VA benefit payments without assistance. In the first two situations, a field examination should be conducted as part of the interview, a potential fiduciary certified, and the required forms attached to the completed claim to expedite payment. When there is a question of competency raised during the interview, obtain medical evidence, if possible, for a competency rating without appointing a fiduciary. Benefits, if payable, may be withheld pending the competency determination in such cases. Guidelines for conducting adult and minor child field examinations are contained in M21-1MR, Part XI, 2d and 2g (http://vbaw.vba.va.gov/BL/21/M21/content/contents.asp?address=M21-1MRXI) respectively. It may be necessary to consult the local Fiduciary Activity for guidance and cross training if a Field Examiner is not conducting the casualty assistance visit. Upon completion of the visit, a written report covering the findings and recommendations of the field examination should be submitted to the Fiduciary Activity of the regional office where the appointed fiduciary resides. A VA Form 21-4703 (Fiduciary Agreement) and VA Form 21-555a, Designation of Payee must accompany the report when a federal fiduciary is recommended. Attach a certified copy of the court papers to the VA Form 21-555a if a Court-appointed fiduciary arrangement is recommended. Continued on next page  STYLEREF "Map Title" 15. Casualty Assistance Program Procedures, Continued  STYLEREF "Block Label" j. Possible Need for a Fiduciary (continued)The Fiduciary Activity will establish a Principal Guardianship File (PGF) and prepare a VA Form 21-555, Certificate of Legal Capacity to Receive and Disburse Funds. The VA Form 21-555 will be sent with the DIC application to the Philadelphia RO&IC for processing. k. Completing and Submitting DIC Claims for ProcessingVBA's goal is to award in-service death DIC benefits within 48 hours of receipt of the claim. The DD Form 1300 (Report of Casualty) contains most of the information that is required on a VA Form 21-534, Application for Dependency and Indemnity Compensation, Death Pension and Accrued Benefits by a Surviving Spouse or Child. Included are the Veterans name, social security number, duty status; the name, address, and social security number of the surviving spouse; the name, age, and address of children; and a line of duty determination. Military Departments has verified dependents shown on the DD Form 1300. Hard copies of the DD Form 1300 will be provided to Philadelphia for processing the DIC claims in accordance with the Data Sharing Agreement with the Department of Defense. VA will accept the VA Form 21-534a, Application for Dependency and Indemnity Compensation by a Surviving Spouse or Child In-Service Death Only) in lieu of a VA Form 21-534. The form requires the claimants signature and additional information needed for claims processing. The form will also initiate direct deposit, when requested. That will eliminate the claimant's need to request direct deposit after the initial check has been generated. The completed VA Form 21-534a should be faxed to the Philadelphia RO&IC at 215-381-3084 by the military CACO or RO CAC, depending on who assists the survivor. Claims status inquiries and other questions should be emailed to the following mailbox: HYPERLINK "mailto:VAVBAPHI/RO/CASUALTY"VAVBAPHI/RO/CASUALTYContinued on next page  STYLEREF "Map Title" 15. Casualty Assistance Program Procedures, Continued  STYLEREF "Block Label" k. Completing and Submitting DIC Claims for Processing (continued)VA Form 21-534a can also be found on the VA Forms Website at:  HYPERLINK "http://vbaw.vba.va.gov/bl/20/cio/20s5/forms/VBA-21-534a-ARE.pdf" http://vbaw.vba.va.gov/bl/20/cio/20s5/forms/VBA-21-534a-ARE.pdf Parents' DIC claims must be made on VA Form 21-535, Application for Dependency and Indemnity Compensation by Parent(s). The applications should be mailed to the Philadelphia RO&IC. The address is: Department of Veterans Affairs Attn: Ralph Davis or Leroy Saunders P.O.Box 13399 Philadelphia, PA 19101 l. Education Benefits Processing for Survivors and DependentsSurvivors and Dependents Educational Assistance (Chapter 35): Completed VA Forms 22-5490, Application for Survivors and Dependents Educational Assistance should be faxed to the Regional Processing Office (RPO) of jurisdiction, as follows: RPO Facsimile Number Atlanta 404-929-3009 Buffalo 716-551-5999 Muskogee 918-781-7864 St. Louis 314-552-9707 RPOs will take immediate action to process the claim and will notify the Veterans Services Staff of the date the award was authorized. This information should be e-mailed to HYPERLINK "mailto:VAVBAWAS/CO/OUTREACH"VAVBAWAS/CO/OUTREACH. Montgomery GI Bill (Chapter 30) Death Benefit, and Veterans Educational Assistance Program (VEAP Chapter 32) Contribution Refund: VA will refund to the designated SGLI beneficiary(ies) any Chapter 30 pay reductions less benefits previously paid to the deceased service member, or the deceased service member's unused Chapter 32 contributions. Continued on next page  STYLEREF "Map Title" 15. Casualty Assistance Program Procedures, Continued  STYLEREF "Block Label" l. Education Benefits Processing for Survivors and Dependents (continued)The request will not need to be on a particular form. The following written statement will suffice: I wish to claim the Chapter 30/Chapter 32 death benefit. The St. Louis Regional Processing Office will automatically receive a hard copy of the DD Form 1300 (Report of Casualty) through the VTA Data Sharing process with the Department of Defense. The statement should have a signed request for the educational refund The statement must contain the name and SSN of the deceased service member. The request should be faxed to the St. Louis Regional Processing Office: 314-552-9707. m. SGLI Death Claims ProcessingThe Office of Servicemembers Group Life Insurance (OSGLI) receives the following items from the casualty branches of each of the service departments: DD Form 1300 (Report of Casualty) on which there is a certifying stamp/signature SGLV Form 8286 (Servicemembers Group Life Insurance Election and Certificate) These documents comprise the service departments certification of death, the amount of SGLI coverage, and the beneficiary of the coverage. SGLV Form 8283 (Claim for Death Benefits) is completed by the person making claim for the insurance proceeds. This form is included in the claim package, along with the previously mentioned forms, by the military Casualty Office. There may be cases where the RO CAC is asked to provide assistance in completing and submitting the Claim for Death Benefits. In those cases, the claim should be submitted to OSGLI by the RO CAC by fax to the following number: 877-832-4943.Continued on next page  STYLEREF "Map Title" 15. Casualty Assistance Program Procedures, Continued n. Home Loan Guaranty: Requests for a Certificate of Eligibility for Surviving SpousesThe surviving spouse should complete Part I of VA Form 26-1817, (Request For Determination of Loan Guaranty Eligibility - Unmarried Surviving Spouses. The RO CACO should then complete Section B of Part II of the form verifying the surviving spouse's basic eligibility, and fax the completed form to the Eligibility Center. The Eligibility Center will make a formal determination of loan guaranty eligibility within one workday of receipt and notify the surviving spouse by mail. The Eligibility Center is located at the Atlanta, GA Regional Office. The FAX number is 404-929-5401. o. Use of the Home Loan Guaranty Program for Surviving SpousesSurviving spouses interested in using the VA home loan guaranty program should contact a lender. The lender will ensure basic program requirements are met. The RO CAC might also suggest that the surviving spouse use the HYPERLINK "http://www.benefits.va.gov/homeloans"VA Home Loan website as a reference point for use of the program, finding a lender, and specific information about the home loan guaranty program.  p. Home Loan Guaranty: Financial Hardship for Surviving SpousesIf the surviving spouse with a VA loan needs assistance due to financial hardship, the RO CAC should suggest that the lender be contacted immediately. Once the lender knows the situation, the lender may be able to suggest a satisfactory plan to make up the missed payment(s). The RO CACO should also refer the spouse to the Regional Loan Center. Although VA does not make mortgage payments for the surviving spouse, a loan service representative may be able to suggest other remedies. Continued on next page  STYLEREF "Map Title" 15. Casualty Assistance Program Procedures, Continued q. Bereavement CounselingBereavement counseling is assistance and support to people with emotional and psychological stress after the death of a loved one. Bereavement counseling includes a broad range of transition services including outreach, counseling, and referral services. VA offers bereavement counseling to the spouse, children, and parents of Armed Forces personnel who died while on active duty. Family members of reservists and National Guard members who die while on duty are also eligible for counseling. VA's bereavement counseling is provided at community-based Vet Centers located nearest the survivors. There is no cost for VA bereavement counseling. Services are obtained by calling Readjustment Counseling Service (RCS) at (202) 273-9116, (720) 874-1031, or by e-mail to HYPERLINK "mailto:vet.center@hq.med.va.gov"vet.center@hq.med.va.gov, both of which are dedicated for this specialized service. RCS staff will assist families in contacting the nearest Vet Center. r. Reporting Requirements VARO Casualty Assistance CoordinatorThe Program Manager will monitor the VTA system to view all actions taken to assist family members. The In-Service Casualty Assistance Case Report contains detailed information that must be completed by the CAC in the VTA system. It contains free text with up to 200 characters to explain contacts with survivors. Further information concerning this report may be found at: HYPERLINK "http://vbaw.vba.va.gov/bl/27/outreach/military/casualty_assistance/index.htm"http://vbaw.vba.va.gov/bl/27/outreach/military/casualty_assistance/index.htmContinued on next page  STYLEREF "Map Title" 15. Casualty Assistance Program Procedures, Continued s. Reporting Requirements SGLIThe Philadelphia RO&IC will e-mail the Veterans Services Staff on a weekly basis information on the date SGLI claims are authorized for Operations Enduring and Iraqi Freedom (OEF/OIF). The encrypted e-mail should be sent to HYPERLINK "mailto:VAVBAWAS/CO/OUTREACH"VAVBAWAS/CO/OUTREACH. The subject line should read SGLI Claims. t. Reporting Requirements Education BenefitsThe St. Louis Regional Office will e-mail the Veterans Services Staff on a weekly basis, in the form of a spreadsheet, information on Chapter 30/32 refunds made for OEF/OIF. The information should be sent to HYPERLINK "mailto:VAVBAWAS/CO/OUTREACH"VAVBAWAS/CO/OUTREACH. The subject line should read Chapter 30/32 Refunds.  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