ࡱ> 3 adbjbj΃ 4_l  BBB8B<*Cl D@G:zGzGzGHVQdlS4KMMMMMMj M THHTTM`^ zGzG4b`^`^`^TX zG zG`^TK`^ `^lfG @ zGD  4BT˥<x0NYPN`^ Chapter 5. Correspondence 1. General Guidance for Processing Correspondence  PRIVATE INFOTYPE="OTHER"  IntroductionThis topic contains general guidance for processing correspondence, including the importance of correspondence general rules for effective correspondence, and types of letters used by the Veterans Benefits Administration (VBA), including pattern letters form letters Benefits Delivery Network (BDN) letters Modern Award Processing-Development (MAP-D) letters Personal Computer-Generated Letters (PCGL), and locally prepared letters. Change DateMay 18, 2009 a. The Importance of CorrespondenceIt is extremely important to use written communication efficiently and effectively because most of the Department of Veterans Affairs (VAs) contact with the public is through correspondence. b. General Rules for Effective CorrespondenceAll correspondence generated by VA must provide complete, accurate, and understandable information consider the readers point of view, and be simple, sincere, and empathetic.Continued on next page  STYLEREF "Map Title" 1. General Guidance for Processing Correspondence, Continued c. Types of Letters Used by VBAThe six types of letters the Veterans Benefits Administration (VBA) uses to correspond with the public are pattern letters VA form letters Benefits Delivery Network (BDN) letters Personal Computer-Generated Letters (PCGL) Veterans Service Network (VETSNET) letters, and locally prepared letters. d. Pattern LettersThe creation of pattern letters or paragraphs is permissible if no existing letter or paragraph will serve the purpose. VA Central Office (VACO) periodically reviews pattern letters used at regional offices (ROs). e. VA Form LettersLimit the use of VA form letters to the purpose for which the letter was created. Do not alter a printed VA form letter to apply to other situations. If a form letter does not apply to the situation, use a locally prepared letter instead. f. BDN LettersThe BDN provides certain acknowledgement, development, and award letters. It is important to have a thorough knowledge of the information provided in these types of letters before attempting to generate a BDN letter. Important: BDN letters are printed and sent from Philadelphia. As a result, the file copy may not be received by the RO for several weeks after having been initiated. Continued on next page  STYLEREF "Map Title" 1. General Guidance for Processing Correspondence, Continued g. Letters Generated via PCGLThe following types of letters are generated via PCGL: award letters denial letters pre- and post-determination letters, and acknowledgement letters. Letters generated via PCGL are written using principles and techniques to ensure the readers needs are the main focus providing technically accurate and legally sufficient information. They are available for all RO elements to use. Note: When necessary, customize letters generated via PCGL to address the recipients particular situation. Reference: For more information, see  HYPERLINK "pt02_ch05.xml" \l "II.5.3" M21-1MR, Part II, 5.3 HYPERLINK "http://vbaw.vba.va.gov/bl/20/rfw/docs/Writing Manual Revision Dec 01.PDF"Reader-Focused Writing Manual, and the HYPERLINK "http://vbaw.vba.va.gov/bl/21/Direct/index.htm"Direct Services web site. h. VETSNET LettersVETSNET provides claimants with a computer generated award letter. While the generation of VETSNET letters is normally the responsibility of the Pre-Determination Team within the Veterans Service Center, it is important to have a thorough knowledge of the information provided in these types of letters. i. Locally Prepared LettersUse a locally prepared letter when none of the forms of correspondence shown in  HYPERLINK "pt02_ch05.xml" \l "II.5.1.d" M21-1MR, Part II, 5.1.d through g are applicable. 2. Signature Authority for Correspondence  PRIVATE INFOTYPE="OTHER"  IntroductionThis topic contains information on the signature authority for correspondence, including correspondence prepared by the National Call Centers (NCC) and the Inquiry Routing and Information System (IRIS) Response Center (IRC) guidelines for signing NCC and IRC correspondence, and special signature provisions. Change DateMay 18, 2009 a. Correspondence Prepared by NCC or IRCCorrespondence prepared by the National Call Centers (NCC) and Inquiry Routing and Information System (IRIS) Response Center will be released under the authority granted to the National Call Center Manager (NCCM) or the IRIS Response Center Manager (IRCM) or, in the absence of the NCCM or IRCM, the person designated as Acting NCCM or IRCM. Correspondence prepared and released by the NCC or IRC will be for the signature of the NCCM or the IRCM. b. Guidelines for Signing NCC and IRC CorrespondenceThe following guidelines shall be used in the signing of all correspondence generated by the NCC or IRC: The NCCM or IRCM will delegate authority to Call Center or IRC personnel to sign correspondence for release as deemed appropriate. NCC correspondence will be signed with the designation of the NCCMs name and title. IRC correspondence will be signed with the designation of the IRCMs name and title. c. Special Signature ProvisionsIf there are compelling reasons, such as personal threats against the security of the NCCM or the IRCM or members of his or her family, the regional office Director may authorize NCC or IRC correspondence to be signed with the words DEPARTMENT OF VETERANS AFFAIRS (in all capital letters) instead of the NCCMs or IRCMs name and title. 3. Acknowledging Correspondence  PRIVATE INFOTYPE="OTHER"  IntroductionThis topic provides guidance and information on acknowledging the various types of incoming correspondence, including a definition of special mail, and acknowledging special mail routine mail, and claims. Change DateMay 18, 2009 a. Definition: Special MailSpecial mail is mail that requires expedited processing, control, and response due to the subject matter and/or the position of the correspondent. Examples of special mail include Congressional mail mail from national headquarters of service organizations, and private attorney correspondence. b. Acknowledging Special MailAcknowledge any special mail that cannot be answered fully within five workdays by sending a locally generated letter of acknowledgement within two workdays after receipt in the RO, and informing the inquirer that a complete reply will be made as soon as possible. Continued on next page  STYLEREF "Map Title" 3. Acknowledging Correspondence, Continued c. Acknowledging Routine MailAcknowledge routine correspondence that cannot be answered within ten workdays after receipt in VA. Note: Acknowledgements should be made before the expiration of the ten-day period. Advise the customer of the reason for the delay and that an answer will be furnished shortly. Furnish the answer within five additional workdays. d. Acknowledging ClaimsIn most cases, if the Claims Establishment (CEST) command is used to establish a pending issue, an acknowledgement letter is automatically generated. An acknowledgement letter is not generated if the following end products (EPs) are established: 290 310, 320, and 330 680, 690 400 series 500 series, and 930. Send a written acknowledgement to the claimant if an acknowledgement letter is not generated by the BDN, and no form of communication will be sent to the claimant within ten workdays Reference: For more information on EP codes, see  HYPERLINK "http://www.warms.vba.va.gov/admin21/m21_4/appC.doc" M21-4, Appendix C. 4. Reader-Focused Writing (RFW) Change DateMay 18, 2009 a. Description of RFWReader-Focused Writing (RFW) is a method for ensuring that communication between claimants and Veterans Service Representatives (VSRs) is effective and efficient. The RFW principles, tools, techniques, and job aids that are reflected in the RFW materials on its  HYPERLINK "http://vbaw.vba.va.gov/bl/20/rfw/rfwindex.htm" web site should be used appropriately in every document sent to the public. Refer to this  HYPERLINK "http://vbaw.vba.va.gov/bl/20/rfw/rfwindex.htm" web site for the correspondence manual and job aids, in particular, to assist you in writing clear, concise, reader-focused documents. Reference: For more information on RFW, see HYPERLINK "http://vbaw.vba.va.gov/bl/20/rfw/docs/Writing Manual Revision Dec 01.PDF"Reader-Focused Writing Manual. 5. Handling Various Types of Correspondence  PRIVATE INFOTYPE="OTHER"  IntroductionThis topic contains information on handling the various types of correspondence received by VA, including identifying, processing, and following up on special correspondence submitting special correspondence for a rating decision handling redundant and unnecessary correspondence, and preparing correspondence for the visually impaired. Change DateMay 18, 2009 a. Identifying Special CorrespondenceThe mail room activity will identify the following mail (not all-inclusive) received from the White House members of Congress national headquarters of service organizations, and private attorneys. Note: This mail should be immediately hand carried to the appropriate office for expedited processing. b. Processing Special CorrespondenceAll employees handling special correspondence will expedite processing, and maintain appropriate controls to ensure prompt reply or acknowledgement. c. Following Up on CorrespondenceThe employee maintaining control of the incoming correspondence is responsible to follow up on all special correspondence that has not been replied to or acknowledged (as applicable) by the close of business five workdays from date of receipt. If it is found that action has not been completed, the supervisor of the operating element maintaining the control will have the correspondence acknowledged immediately. Note: Congressional inquiries will be acknowledged via correspondence that informs the congressperson of the status of the case.Continued on next page 5. Handling Various Types of Correspondence, Continued d. Submitting Special Correspondence for Rating DecisionsWhen responding to special correspondence on a case requiring rating action, do not furnish a response unless you are sending an acknowledgement, or further development is necessary after submission to the rating activity. Note: If further development is necessary the person responsible for the response should hand carry the claims file to the rating activity, and the rating activity will take immediate action and hand carry the case back to the person responsible for the response. e. Handling Redundant and Unnecessary CorrespondenceIf a claimant or other correspondent has been informed repeatedly of the status of a case and continues to write to VA on the same issue(s), follow the steps in the table below:  StepAction1Carefully review correspondence to ensure new issues are not raised.2Ensure that a further response would serve no useful purpose.3Annotate correspondence with No Action Necessary (the use of NAN is acceptable), sign or initial, and date.4File correspondence in veterans claim folder. Note: If a request for information under the provisions of the Privacy Act or Freedom of Information Act is received, such a request must be answered notwithstanding the provisions of this topic. Continued on next page 5. Handling Various Types of Correspondence, Continued f. Handling Unnecessary CorrespondenceEvery correspondent will be furnished, insofar as the limitations of the law permit, with a fully informative reply to his/her letter. Once the claimant has been advised of the disposition of the case, do not initiate further correspondence in the absence of continuing interest on the correspondents part. Keep members of Congress who have requested that they be advised of subsequent developments in a case, and duly authorized representatives actively prosecuting claims, fully informed at all times of actions taken. g. Preparing Correspondence for the Visually-Impaired Veteran When corresponding with or processing a claim for a visually impaired claimant (visual impairment evaluated at 70 percent or greater), ensure that VA Form 21-0178, Visually Impaired Veteran, is back-filed in the center flap of the claims folder. BDN will print the message VISUALLY IMPAIRED VSD NOTIFICATION REQ in the remarks section of the award print. Prepare correspondence using a 14-point font. Follow-up by calling the veteran to relate the letters content. Important: Document this contact in the MAP-D PCT notes. 6. Preparation of Correspondence  PRIVATE INFOTYPE="OTHER"  IntroductionThis topic contains information on the preparation of correspondence, including general guidelines types of letters Civil Service preference letters, and commissary letters. Change DateMay 18, 2009 a. General GuidelinesGeneral guidelines for preparing correspondence are shown below: Prepare all correspondence under the Veterans Service Center, National Call Center, and IRIS Response Center Managers signature using reader- focused principles and techniques. Thoroughly proofread all outgoing correspondence prior to final processing. File a copy of all correspondence sent to a veteran or claimant in the veterans claims file. b. Types of LettersThere are two types of letters that are located in the PCGL library with regard to M21-1MR, Part II, Direct Services: Civil Service Preference Letters, and Commissary/Exchange Eligibility Letters. Note: These letters may be accessed on the HYPERLINK "http://vbaw.vba.va.gov/bl/21/Direct/index.htm"Direct Services web site.Continued on next page  STYLEREF "Map Title" 6. Preparation of Correspondence, Continued c. Civil Service Preference Letters By law, veterans who are disabled or who served on active duty in the U.S. armed forces during certain specified time periods or in military campaigns are entitled to preference over others when hiring from competitive lists of eligible candidates, and also in retention during a reduction in force (RIF). The following civil service preference letters are available for use:  HYPERLINK "http://vbaw.vba.va.gov/bl/21/publicat/docs/PCGLCivilServicePreferenceNSCPension.doc" NSC Pension  HYPERLINK "http://vbaw.vba.va.gov/bl/21/publicat/docs/PCGLCivilServicePreference30orgreater.doc" 30% disability or greater  HYPERLINK "http://vbaw.vba.va.gov/bl/21/publicat/docs/PCGLCivilServicePreference10or20.doc" At least 10 percent, but less than 30 percent disability  HYPERLINK "http://vbaw.vba.va.gov/bl/21/publicat/docs/PCGLCivilServicePreferencelessthan10.doc" Less than 10 percent disability  HYPERLINK "http://vbaw.vba.va.gov/bl/21/publicat/docs/PCGLCivilServicePreferencesurvivingspouse.doc" Surviving Spouse  HYPERLINK "http://vbaw.vba.va.gov/bl/21/publicat/docs/PCGLCivilServicePreferencespouseof100vet.doc" Spouse of 100% Disabled Veteran  HYPERLINK "http://vbaw.vba.va.gov/bl/21/publicat/docs/PCGLCivilServicePreferencemomdeceasedvet.doc" Mother of Deceased Veteran  HYPERLINK "http://vbaw.vba.va.gov/bl/21/publicat/docs/PCGLCivilServicePreferencemomof100vet.doc" Mother of 100% Disabled Veteran d. Commissary LettersUnlimited exchange and commissary store privileges are available to honorably discharged veterans with a service-connected disability rated at 100 percent unremarried surviving spouses of members or retired members of the armed forces, and recipients of the Medal of Honor, and their dependents and orphans. The following commissary letters are available for use:  HYPERLINK "http://vbaw.vba.va.gov/bl/21/publicat/docs/NoFutureExam.doc" No Future Exam  HYPERLINK "http://vbaw.vba.va.gov/bl/21/publicat/docs/FutureExam.doc" Future Exam  HYPERLINK "http://vbaw.vba.va.gov/bl/21/publicat/docs/CommSurvivingSpouse.doc" Surviving Spouse Notes: VA provides certification of total disability. Reservists and their dependents may also be eligible. 7. Freedom of Information Act and Privacy Act Issues Change DateMay 18, 2009 a. ReferenceFor more information on the Freedom of Information Act and Privacy Act, see  HYPERLINK "pt02_ch07.xml" \l "II.7" M21-1MR, Part II, 7. 8. Developing Claims Using Telephone, E-Mail, and Facsimile  PRIVATE INFOTYPE="OTHER"  IntroductionThis topic contains information on the issues suitable for telephone, e-mail, and facsimile development the procedures for developing claims, and documenting information received by telephone. Change DateMay 18, 2009 a. Issues Suitable for Telephone, E-Mail, and Facsimile DevelopmentROs, National Call Centers, and the IRIS Response Center should make full use of telephone, e-mail, and facsimile machines to develop compensation and pension claims. The following issues are suitable for telephone, e-mail, and facsimile development: Social Security numbers (SSNs) of dependents, including the Social Security Number Verification Match (Reference: For more information on the Social Security Number Verification Match, see HYPERLINK "pt10_ch08.xml" \l "X.8"M21-1MR, Part X, 8.) mailing addresses dates of birth Reserve or National Guard unit information, such as unit addresses information concerning retired, severance, or readjustment pay names and addresses of physicians or medical record numbers employment information changes in dependency status, such as the name and address of person having custody of children income information, such as a change in income or date of receipt of first Social Security payment clarification of expenses verification of Medicaid-covered nursing home status burial claim clarification information, such as status of unpaid bills, and whether the veteran has service treatment or other records.Continued on next page  STYLEREF "Map Title" 8. Developing Claims Using Telephone, E-Mail, and Facsimile, Continued b. Procedures for Developing ClaimsThe following procedures apply when developing claims using telephone, e-mail, and facsimile: Exercise sound discretion when requesting information by telephone or e-mail to ensure that the source of information is reliable. Always ensure you properly verify the source providing the information using the SSN, date of birth, and/or other pertinent information to confirm identity. If the person is unable to furnish verifying information, or if you remain uncertain of the persons identity, complete development by letter. c. Documenting Information Received by TelephoneDocument all information received by telephone from the claimant on VA Form 119, Report of Contact, or equivalent. If veteran has a power of attorney, send the representative a copy of the VA Form 119, and annotate that a copy was sent to the power of attorney on the claims file copy. The form may be accessed at this link: HYPERLINK "http://vaww.va.gov/vaforms/va/pdf/VA119.pdf"VA Form 119, Report of Contact. 9. Contacting Claimants or Veterans Using Mail, E-Mail, and Facsimile  PRIVATE INFOTYPE="OTHER"  IntroductionThis topic contains information on contacting claimants or veterans using mail, e-mail, and facsimile, including providing information by mail, e-mail, or facsimile documenting information received by e-mail or facsimile using e-mail or facsimile as written notice of an event, and documents suitable for receipt by e-mail or facsimile Change DateMay 18, 2009 a. Providing Information by Mail, E-Mail, or FacsimileWhen a claimant requests information from VA via mail, e-mail, or fax, return the incoming letter along with the requested information unless you are sending a self-mailing pamphlet. Important: Do not use a letter of transmittal unless additional information is required. Do not mail procedural information; however, the following information may be mailed: summary pamphlets VA benefits information, and general entitlement information. b. Documenting Information Received by E-Mail or FacsimileAll information received by e-mail from the claimant or beneficiary must be printed out on paper and placed in the claims folder. When information received by e-mail or facsimile results in an award or denial action, include a statement of this in the notification letter along with the date of the e-mail or facsimile.Continued on next page  STYLEREF "Map Title" 9. Contacting Claimants or Veterans Using Mail, E-Mail, and Facsimile, Continued c. Using E-Mail or Facsimile as Written Notice of an EventAn e-mail or facsimile may serve as written notice of an event, and allow a reduction or termination action with contemporaneous notice. If a beneficiary has ready access to e-mail or a facsimile machine, offer the individual the opportunity to expedite handling of the issue by providing the needed written statement by e-mail or facsimile. d. Documents Suitable for Receipt by E-Mail or FacsimileAccept documents, except original applications and separation documents intended for proof of service to establish entitlement to benefits, via facsimile or e-mail. Any acceptable information received by e-mail from the claimant or beneficiary that has evidentiary value must be printed and placed in the claims folder. Important: If there is any question about the validity of any documents received by facsimile or e-mail, request the original. 10. Using VA Form 119, Report of Contact  PRIVATE INFOTYPE="OTHER"  IntroductionThis topic contains information about the purpose of VA Form 119 what information to include on VA Form 119 examples of appropriate uses of VA Form 119, and when not to use VA Form 119. Change DateMay 18, 2009 a. Purpose of VA Form 119The purpose of VA Form 119 is to record discussions involving potentially controversial matters between VA employees and claimants representatives of claimants, or other persons, and/or record information or facts received by a VA employee that may supplement the record, or have future use to justify or disprove allegations that information given by the VA employee was incorrect, incomplete, or otherwise not in accordance with law, regulations, or procedures. b. What Information to Include on VA Form 119Each VA Form 119 submitted must clearly set forth the conditions or situation brought out during the contact, and show the action taken by the employee as a result of the contact.Continued on next page  STYLEREF "Map Title" 10. Using VA Form 119, Report of Contact, Continued c. Examples of Appropriate Uses of VA Form 119The use of VA Form 119 includes, but is not limited to controversial matters when additional evidence is received complaints regarding an action taken or lack of service explanations of awards, disallowances, or related circumstances in cases where the claimant does not appear to be satisfied first notices of death of a beneficiary when there is reason to believe the VA has not been notified otherwise explanations of facts or information which might influence a claimants entitlement, either adversely or favorably, to certain VA benefits, and special situations for the purpose of effecting an immediate check issuance. c. When Not to Use VA Form 119Do not use VA Form 119 in lieu of a letter to request information. 11. References for Help in Writing Change DateMay 18, 2009 a. References for Writing HelpThe following electronic references may be used for writing assistance:  Title/DescriptionLinkReader-Focused Writing (RFW) Web Site HYPERLINK "http://vbaw.vba.va.gov/bl/20/rfw/rfwindex.htm" Reader-Focused WritingDictionaries: Merriam-Webster One Look Websters (Unabridged Version) HYPERLINK "http://www.merriam-webster.com/dictionary" Dictionary and Thesaurus - Merriam-Webster Online  HYPERLINK "http://www.onelook.com/" OneLook Dictionary Search  HYPERLINK "http://humanities.uchicago.edu/orgs/ARTFL/forms_unrest/webster.form.html" Webster's Unabridged Version Thesaurus: Rogets  HYPERLINK "http://humanities.uchicago.edu/orgs/ARTFL/forms_unrest/ROGET.html" Roget's ThesaurusWriting Guides: Guide to Writing and Grammar Ask Miss Grammar  HYPERLINK "http://webster.commnet.edu/grammar/index.htm" Guide to Writing and Grammar  HYPERLINK "http://www.protrainco.com/info/grammar.htm" Good Grammar, Good Style (tm) M21-1-MR, Part II, Chapter 5 M21-1-MR, Part II, Chapter 5 5-PAGE 20 5-PAGE 1 M21-1-MR, Part II, Chapter 5  PAGE 1 NOij*+ABtuw& ) r s lp()*?@ABZ[uv34NOʹjUjU 0J26]j6U]j6U]0J2jU 56\]6]5CJ mHnHu jU jUBNkxgw*+-9D$$Ifl40T$<4 la$If$If$If$IfcZd`d9FGIn/01`$If$IfD$$Ifl40T$<4 la$If )  0 X }}}}}}$If$If$Ifi$$Ifl0T$<04 la   Y i$$Ifl0T$<04 la$If$IfY Z q !/>gkl}}}}$If$If$Ifi$$Ifl0T$<04 lalA-pq^_`$Ifi$$Ifl0T$<04 la$If$If`},-.Zwe$Ifi$$Ifl0T$<04 la$If$IfYZef$Ifi$$Ifl0T$<04 la$If$If>     3}$If$Ifi$$Ifl0T$<04 la$If3P]$,-.:GH{{i$$Ifl0T$<04 la$If$If$If$Ifgs Z ] !!!! 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