ࡱ> 3 3bjbj 4.\l  Z,Z,Z,8,, -:-(...L/*v4t5FHHHHHHW wH 6L/L/66H= ..4]===6" . .=6F=&=&C .- xVQ j Z,6F<$s09R= Chapter 2. Customer Service 1. Overview of Customer Service  PRIVATE INFOTYPE="OTHER"  IntroductionThis topic contains an overview of customer service, including information on background on customer service traits of world-class service, who our customers are, and our responsibility. Change DateDecember 19, 2008 a. Background on Customer ServiceCustomer service is often seen as an activity, performance measurement, and a philosophy that satisfies customer needs (real or perceived) in a consistent, dependable, and professional manner. As mentioned in our mission statement, the Direct Services Staff have a primary responsibility for providing world-class customer service to callers, visitors, and those who write us. As the face of the VA, you provide the first impression to those reaching out to VA for assistance. We must never forget the words of General Omar Bradley, were dealing with veterans, not procedures, with their problems, not ours. World-Class Customer service is more than a process; it is a purpose meeting customers expectations providing customers' with assistance, information, explanations and options to meet their needs and concerns, and the commitment to providing value added services to veterans, dependents and survivors, including attitude knowledge, technical support and quality of service in a accurate, clear, concise and timely manner. Continued on next page 1. Overview of Customer Service, Continued b. Traits of World-Class Customer ServiceTo provide world-class customer service, the following traits are essential: patience being perceptive and sensitive non-threatening demeanor sense of humor a genuine desire to help a positive attitude good listening skills warm personality, and being a problem solver c. Who Are Our Customers?Our customer base is diverse and includes, but is not limited to servicepersons veterans veterans dependents deceased veterans dependents veteran guardians Veteran Service Organization representatives, and various federal, state, and local government agencies. d. Our ResponsibilityMeeting our responsibility to provide world-class service means providing clear and concise information to those who contact us that is: professional accurate consistent courteous timely, empathetic compassionate, and sympathetic, and understanding that all VA employees who work directly with our customers occupy a position of trust. 2. Providing Information to a Third Party  PRIVATE INFOTYPE="OTHER"  IntroductionThis topic contains guidance on providing information to a third party including who can receive information releasing information to a third party, and disclosing financial information. Change DateDecember 19, 2008 a. Who Can Receive InformationProvide information only to the veteran claimant guardian legal representative of the veteran or claimant, or fiduciary and court-appointed POAs. Note: A legal representative is someone holding a valid power of attorney (POA) that has been recognized by the VA. b. Releasing Information to a Third PartyDo not release any information to a third party without the written authorization from the claimant or fiduciary, except for those requests by authorized third parties.  c. Disclosing Financial Information Disclosure of the monthly amount of any benefit is authorized to anyone who inquires but do not provide the reason for the amount (such as compensation, pension, or education). 3. Providing Information About VA Benefits  PRIVATE INFOTYPE="OTHER"  IntroductionThis topic contains information on providing information about VA benefits, including determining the information required counseling claimants who have previously filed a claim counseling claimants who have not previously filed a claim, and collecting additional documentation or information. Change DateDecember 19, 2008 a. Determining the Information RequiredUse the table below to determine the information required before counseling the claimant about VA benefits. If the claimant Then asks about a specific benefitdetermine if the claimant has previously filed a claim has a claim pending, or recently received a decision notificationdoes not ask about a specific benefitnarrow the scope of the inquiry by asking directed questions regarding specific benefits such as compensation or pension death benefits burial benefits vocational rehabilitation, or education inform the claimant of potential eligibility for any benefits that become evident during the interview, including non-VA benefits determine whether the claimant has previously filed a claim.Continued on next page  STYLEREF "Map Title" 3. Providing Information About VA Benefits, Continued b. Counseling Claimants Who Have Previously Filed a ClaimWhen counseling claimants who have previously filed a claim, ask if the claimant is currently receiving benefits and use the information in the table below to counsel the claimant.  If the claimant is currently Then receiving benefitsdetermine nature of the call open any Modern Award Processing-Development (MAP-D) or Veterans Appeals Control and Locator System (VACOLS) records, as appropriate counsel the claimant to submit evidence (such as any medical treatment records) to support the claim prove all essential information needed to reopen or initiate an informal claim, and protect the claimants payment date by appropriate documentation on VA Form 119, Report of Contact.not receiving benefitscheck the status of the claim to see if it is pending inform the claimant of the status of the claim advise the claimant of any other action needed on the claim, and inform the claimant of when to expect (provide an approximate timeframe only) an answer on the claim.Continued on next page  STYLEREF "Map Title" 3. Providing Information About VA Benefits, Continued c. Counseling Claimants Who Have Not Previously Filed a ClaimFollow the steps in the table below to counsel a claimant who has not previously filed a claim.  StepAction1Inform the claimant of the basic eligibility requirements for the benefit, and ask if the claimant wants to apply for the benefit.2If the claimant does want to apply for the benefit, then counsel the claimant to file a formal claim help claimant complete the application or send the appropriate application provide information about the claims process, and inform the claimant of other supporting documentation that must be submitted, such as medical evidence, birth certificates, and/or marriage licenses. d. Collecting Additional Documentation or InformationCollect and date stamp any additional information or documentation the claimant may provide and forward it for association with the claim. Note: VA Form 119 may be used to document the discussion and serve to establish a date of claim and/or receipt of information if benefits are subsequently granted. 4. Providing VA Information to Support Non-VA Related Benefits  PRIVATE INFOTYPE="OTHER"  IntroductionThis topic contains information on providing information about non-VA related benefits, including examples of non-VA benefits confirmation or certification letters releasing information to other agencies, and providing non-VA related benefit information Change DateDecember 19, 2008 a. Examples of Non-VA Related BenefitsSome examples of non-VA related benefits include state bonuses local tax exemptions access to Commissary and Exchange at military installations, and civil service preference b. Confirmation or Certification LettersConfirmation or certification letters are a statement of qualification for non-VA benefits and can be issued based on the information about amount and types of VA benefits in the veterans Beneficiary Identification and Records Locator subsystem (BIRLS), Share, Veterans Service Network (VETSNET), or Master Record be requested only by the veteran or a legal representative on behalf of a veteran, and include only the information specifically requested. Note: No authorization is required for a monthly amount letter since this is public information and can be released without authorization.Continued on next page  STYLEREF "Map Title" 4. Providing VA Information to Support Non-VA Related Benefits, Continued c. Releasing Information to Other AgenciesRelease information to a Federal agency without requiring a signed authorization from the veteran, and non-Federal agency as follows: a signed authorization from veteran is not required request must be in writing (facsimile is acceptable) information released must be relevant and necessary to the requesting agencys decision on granting another benefit by that agency (in other words, the request must be a routine use request.) d. Providing Non-VA Related InformationFollow the steps in the table below to provide non-VA related benefit information.  StepAction1Is a confirmation or certification letter required? If yes, provide the claimant with a statement of benefits. If no, go to Step 2.2Does the claimant need any VA forms? If yes, provide or mail the requested forms. If no determine what other information the claimant needs, and provide the appropriate information, such as agency names, phone numbers, or addresses. 5. Procuring Vital Statistics Documents  PRIVATE INFOTYPE="OTHER"  IntroductionThis topic contains information about procuring vital statistics documents, including requesting vital statistic documents obtaining vital statistics documents, and requests for information from National Personnel Records Center (NPRC) and Reserve Components Personnel and Administration Center (RCPAC). Change DateDecember 19, 2008 a. Requesting Vital Statistics DocumentsTechnical personnel may request copies of vital statistics documents required for determination of entitlement to VA benefits. b. Obtaining Vital Statistics DocumentsFollow the steps in the table below to request vital statistics documents.  StepAction1If a written request is required to obtain the document, then complete FL 21-107, Request for Certified Copy of Public Record of Birth, Death, or Marriage.2Place copies of the written requests to the application for benefits in the claims folder.3If related application has been forwarded to VA previously, submit a copy of the request for vital statistics by Optional Form 41, Routing and Transmittal Slip, for filing with the veterans records. Note: Addresses for public record depositories can be found in Department of Health and Human Service Publication No. (PHS) 87-1142, Where to Write for Vital Records. c. Requests for Information from NPRC/RCPACMake requests for information from the National Personnel Records Center and Reserve Components Personnel and Administration Center through the designated regional office Military Records Specialist (MRS). 6. Handling Non-Claim Actions  PRIVATE INFOTYPE="OTHER"  IntroductionThis topic contains information on handling non-claim actions, including a definition of non-claim actions examples of non-claim actions, and processing non-claim actions. Change DateDecember 19, 2008 a. Definition: Non-Claim ActionsNon-claim actions involve requests for information and information changes that need to be entered into the Master Record. b. Examples of Non-Claim ActionsSome examples of non-claim actions are changes of address Direct Deposit Changes, and tracer Action on Missing Benefit Checks. c. Processing Non-Claim ActionsFollow the steps in the table below to process a non-claim action.  StepAction1Is the caller the veteran, claimant, or legal representative of the veteran or claimant? If yes, go to Step 2. If no, take action to verify the information with the veteran, claimant, or legal representative of the veteran or claimant.2Update the Master Record without creating a claim action. 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