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TOC \o "1-5" \h HYPERLINK \l "_Toc457908601" Chapter 5. Correspondence PAGEREF _Toc457908601 \h 3
HYPERLINK \l "_Toc457908602" 1. General Guidance for Processing Correspondence PAGEREF _Toc457908602 \h 3
HYPERLINK \l "_Toc457908603" Introduction PAGEREF _Toc457908603 \h 3
HYPERLINK \l "_Toc457908604" Change Date PAGEREF _Toc457908604 \h 3
HYPERLINK \l "_Toc457908605" a. The Importance of Correspondence PAGEREF _Toc457908605 \h 3
HYPERLINK \l "_Toc457908606" b. General Rules for Effective Correspondence PAGEREF _Toc457908606 \h 3
HYPERLINK \l "_Toc457908607" c. Systems Used to Create Correspondence PAGEREF _Toc457908607 \h 4
HYPERLINK \l "_Toc457908608" d. Amount Letters to Estranged Spouses (For Social Security Purposes) PAGEREF _Toc457908608 \h 4
HYPERLINK \l "_Toc457908609" e. Disability Percent Letters or Civil Service Preference Letters Requested by Veterans Returned to Active Duty PAGEREF _Toc457908609 \h 5
HYPERLINK \l "_Toc457908610" 2. Signature Authority for Correspondence PAGEREF _Toc457908610 \h 6
HYPERLINK \l "_Toc457908611" Introduction PAGEREF _Toc457908611 \h 6
HYPERLINK \l "_Toc457908612" Change Date PAGEREF _Toc457908612 \h 6
HYPERLINK \l "_Toc457908613" a. Correspondence Prepared by NCC, IRC, and NPCC PAGEREF _Toc457908613 \h 6
HYPERLINK \l "_Toc457908614" b. Special Signature Provisions PAGEREF _Toc457908614 \h 6
HYPERLINK \l "_Toc457908615" 3. Acknowledging Correspondence PAGEREF _Toc457908615 \h 7
HYPERLINK \l "_Toc457908616" Introduction PAGEREF _Toc457908616 \h 7
HYPERLINK \l "_Toc457908617" Change Date PAGEREF _Toc457908617 \h 7
HYPERLINK \l "_Toc457908618" a. Definition: Special Controlled Correspondence PAGEREF _Toc457908618 \h 7
HYPERLINK \l "_Toc457908619" b. Acknowledging Special Controlled Correspondence PAGEREF _Toc457908619 \h 7
HYPERLINK \l "_Toc457908620" c. Definition: Non-Controlled Correspondence PAGEREF _Toc457908620 \h 8
HYPERLINK \l "_Toc457908621" d. Acknowledging Non-Controlled Correspondence PAGEREF _Toc457908621 \h 8
HYPERLINK \l "_Toc457908622" e. Acknowledging Claims PAGEREF _Toc457908622 \h 8
HYPERLINK \l "_Toc457908623" 4. Providing Quality Correspondence PAGEREF _Toc457908623 \h 9
HYPERLINK \l "_Toc457908624" Introduction PAGEREF _Toc457908624 \h 9
HYPERLINK \l "_Toc457908625" Change Date PAGEREF _Toc457908625 \h 9
HYPERLINK \l "_Toc457908626" a. General Information on Providing Quality Correspondence PAGEREF _Toc457908626 \h 9
HYPERLINK \l "_Toc457908627" b. Formatting of Written Correspondence PAGEREF _Toc457908627 \h 9
HYPERLINK \l "_Toc457908628" c. Formatting of Electronic Correspondence PAGEREF _Toc457908628 \h 10
HYPERLINK \l "_Toc457908629" 5. Handling Various Types of Correspondence PAGEREF _Toc457908629 \h 11
HYPERLINK \l "_Toc457908630" Introduction PAGEREF _Toc457908630 \h 11
HYPERLINK \l "_Toc457908631" Change Date PAGEREF _Toc457908631 \h 11
HYPERLINK \l "_Toc457908632" a. Identifying Special Controlled Correspondence PAGEREF _Toc457908632 \h 11
HYPERLINK \l "_Toc457908633" b. Processing Special Correspondence PAGEREF _Toc457908633 \h 12
HYPERLINK \l "_Toc457908634" c. Identifying Special Controlled Correspondence in the eFolder PAGEREF _Toc457908634 \h 13
HYPERLINK \l "_Toc457908635" d. Submitting Special Controlled Correspondence for Rating Decisions PAGEREF _Toc457908635 \h 15
HYPERLINK \l "_Toc457908636" e. Processing Non-Controlled Correspondence PAGEREF _Toc457908636 \h 15
HYPERLINK \l "_Toc457908637" f. Handling Redundant Correspondence PAGEREF _Toc457908637 \h 17
HYPERLINK \l "_Toc457908638" g. Handling Unnecessary Correspondence PAGEREF _Toc457908638 \h 17
HYPERLINK \l "_Toc457908639" h. Preparing Correspondence for the Visually-Impaired Veteran PAGEREF _Toc457908639 \h 18
HYPERLINK \l "_Toc457908640" i. Handling Misdirected Mail Dealing with Appellate Issues PAGEREF _Toc457908640 \h 19
HYPERLINK \l "_Toc457908641" j. Taking Credit for Correspondence Not Related to a Claim Number or for General Information PAGEREF _Toc457908641 \h 19
HYPERLINK \l "_Toc457908643" Introduction PAGEREF _Toc457908643 \h 20
HYPERLINK \l "_Toc457908644" Change Date PAGEREF _Toc457908644 \h 20
HYPERLINK \l "_Toc457908645" a. Amounts Letters PAGEREF _Toc457908645 \h 20
HYPERLINK \l "_Toc457908646" b. Service Verification Letters PAGEREF _Toc457908646 \h 20
HYPERLINK \l "_Toc457908647" c. Summary of Benefits Letters PAGEREF _Toc457908647 \h 20
HYPERLINK \l "_Toc457908648" d. Civil Service Preference Letters PAGEREF _Toc457908648 \h 21
HYPERLINK \l "_Toc457908649" e. Commissary Letters PAGEREF _Toc457908649 \h 21
HYPERLINK \l "_Toc457908650" 7. Developing Claims Using Telephone, E-Mail, and Facsimile PAGEREF _Toc457908650 \h 22
HYPERLINK \l "_Toc457908651" Introduction PAGEREF _Toc457908651 \h 22
HYPERLINK \l "_Toc457908652" Change Date PAGEREF _Toc457908652 \h 22
HYPERLINK \l "_Toc457908653" a. Issues Suitable for Telephone, E-Mail, and Facsimile Development PAGEREF _Toc457908653 \h 22
HYPERLINK \l "_Toc457908654" b. Procedures for Developing Claims PAGEREF _Toc457908654 \h 23
HYPERLINK \l "_Toc457908655" c. Documenting Information Received by Telephone PAGEREF _Toc457908655 \h 23
HYPERLINK \l "_Toc457908656" 8. Contacting Claimants or Veterans Using Mail, E-Mail, and Facsimile PAGEREF _Toc457908656 \h 24
HYPERLINK \l "_Toc457908657" Introduction PAGEREF _Toc457908657 \h 24
HYPERLINK \l "_Toc457908658" Change Date PAGEREF _Toc457908658 \h 24
HYPERLINK \l "_Toc457908659" a. Providing Information by Mail, E-Mail, or Facsimile PAGEREF _Toc457908659 \h 24
HYPERLINK \l "_Toc457908660" b. Documenting Information Received by E-Mail or Facsimile PAGEREF _Toc457908660 \h 24
HYPERLINK \l "_Toc457908661" c. Using E-Mail or Facsimile as Written Notice of an Event PAGEREF _Toc457908661 \h 25
HYPERLINK \l "_Toc457908662" d. Documents Suitable for Receipt by E-Mail or Facsimile PAGEREF _Toc457908662 \h 25
HYPERLINK \l "_Toc457908663" 9. Using VA Form 27-0820 (Series) PAGEREF _Toc457908663 \h 26
HYPERLINK \l "_Toc457908664" Introduction PAGEREF _Toc457908664 \h 26
HYPERLINK \l "_Toc457908665" Change Date PAGEREF _Toc457908665 \h 26
HYPERLINK \l "_Toc457908666" a. Purpose of VA Form 27-0820 (Series) PAGEREF _Toc457908666 \h 26
HYPERLINK \l "_Toc457908667" b. What Information to Include on VA Form 27-0820 PAGEREF _Toc457908667 \h 26
HYPERLINK \l "_Toc457908668" c. Examples of Appropriate Uses of VA Form 27-0820 PAGEREF _Toc457908668 \h 27
HYPERLINK \l "_Toc457908669" d. When Not to Use VA Form 27-0820 PAGEREF _Toc457908669 \h 27
HYPERLINK \l "_Toc457908670" e. Seven Versions of VA Form 27-0820 PAGEREF _Toc457908670 \h 27
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,
systems used to create correspondence, and
client requested letters including:
amount letters to estranged spouses (for Social Security purposes), and
disability percentage letters or Civil Service Preference letters requested by Veterans returned to active duty
Change DateAugust 2, 2016
a. The Importance of CorrespondenceIt is extremely important to use all types of written communication, e.g., prepared letters, Inquiry Routing and Information System (IRIS) responses, etc., efficiently and effectively when communicating on behalf of the Department of Veterans Affairs (VA).
b. General Rules for Effective CorrespondenceAll correspondence generated by VA must:
provide complete, accurate, and understandable information
consider the readers point of view,
be professional, sincere, and empathetic, and
have the proper grammar, tone, and sentence structure.Continued on next page
STYLEREF "Map Title" 1. General Guidance for Processing Correspondence, Continued
c. Systems Used to Create CorrespondenceThe following systems are used to generate VBA correspondence letters to clients, which the list may not be all inclusive:
Customer Relationship Management/Unified Desktop
Veterans Benefits Management System (VBMS)
Letter Creator (houses the most common letters not in VBMS)
Personal Computer-Generated Letters (PCGL)
Veterans Service Network (VETSNET) letters
d. Amount Letters to Estranged Spouses (For Social Security Purposes)On occasion we receive inquiries from estranged spouses requesting a breakdown of benefits letter for Social Security purposes.
Typically this occurs when VA is paying benefits for an estranged spouse on a pension award and the Social Security Administration needs to know what portion of the Veterans benefit is attributable to the spouse.
If the estranged spouse is not receiving benefits under an apportionment award, we cannot provide this information.
If the requester indicates he/she needs this information for the Social Security Administration purposes, advise the requester to contact Social Security and have that agency request the needed information directly.
Explain to the requester that our inability to provide this information is due to privacy regulations.Continued on next page
STYLEREF "Map Title" 1. General Guidance for Processing Correspondence, Continued
e. Disability Percent Letters or Civil Service Preference Letters Requested by Veterans Returned to Active DutyIn the event you receive a request from a Veteran for a disability percent letter or Civil Service preference letter (CSPL) and the Veterans record reflects a terminatedstatus because he/she returned to active duty, you should not send any letter stating theVeteran is evaluated at X% or eligible to receive compensation at a particular dollar amount.
According to HYPERLINK "http://www.opm.gov/staffingPortal/Vetguide.asp"OPM guidance, to receive a preference, the Veteran must have been discharged or released from active duty in the Armed Forces under honorableor generalconditions. Therefore, if the Veteran is still on active duty, no CSPL can be provided.
Advise Servicemember who is on active duty andwants this type of letter that we are unable to provide the letter until he/she has been released from active duty.
______________________________________________________________ 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)
National Inquiry Routing and Information System (IRIS) Response Center (NIRC),
National Pension Call Center (NPCC), and
Regional Office (RO) Public Contact Teams (PCT)
guidelines for signing NCC, IRC, NPCC, and PCT correspondence, and
special signature provisions.
Change DateAugust 2, 2016
a. Correspondence Prepared by NCC, IRC, and NPCCCorrespondence prepared by the National Call Centers (NCCs), IRIS Response Center (IRC), National Pension Call Center (NPCC), and RO PCT will be released under the authority granted to the NCC Manager (NCCM), the NIRC Manager (NIRCM), the NPCC Manager (NPCCM), and the Veterans Service Center Manager (VSCM) or, in the absence of the NCCM, NIRCM, NPCCM, or VSCM, the person designated as acting manager.
Correspondence prepared and released by the NCC, NIRC, NPCC, and PCT will be prepared with the standard RO header and signature block.
b. Special Signature ProvisionsIf there are compelling reasons, such as a special correspondence response or an escalated issue that the NCCM, NIRCM, NPCCM, or VSCM feels requires the signature of the NCCM, NIRCM, NPCCM, or VSCM the director may authorize NCC, NIRC, NPCC, or PCT correspondence to be signed with the name and title of the NCCM, NIRCM, NPCCM, or VSCM instead of the standard RO signature block. ________________________________________________________________
3. Acknowledging Correspondence
PRIVATE INFOTYPE="OTHER"
IntroductionThis topic provides guidance and information on acknowledging the various types of incoming correspondence, including:
definition of special controlled correspondence, and
acknowledging
special controlled correspondence and
non-controlled correspondence mail
Change DateAugust 2, 2016
a. Definition: Special Controlled CorrespondenceSpecial Controlled Correspondence is mail that requires expedited processing, control, and response due to the subject matter and/or the position of the correspondent.
Examples of special controlled correspondence include:
Congressional mail,
the White House
mail from national headquarters of service organizations, and
private attorney correspondence.
b. Acknowledging Special Controlled CorrespondenceAcknowledge any special controlled correspondence by sending a locally generated letter within five business days after receipt in the RO.
If a full response cannot be made within five business days, at that time, inform the inquirer that a complete reply will be sent as soon as possible. Continued on next page
STYLEREF "Map Title" 3. Acknowledging Correspondence, Continued
c. Definition: Non-Controlled CorrespondenceNon-controlled correspondence is routine correspondence from a member of the public not identified as evidence or a claim.
The mail is not controlled, but is tracked and is to have a response provided to the customer.
d. Acknowledging Non-Controlled CorrespondenceAcknowledge non-controlled routine correspondence that cannot be answered within 10 business days after receipt by the RO.
Note: Acknowledgements should be made before the expiration of the 10-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 business days.
e. Acknowledging Claims______________________________________________________________
In most cases, if the Claims Establishment 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
930
Send a written acknowledgement to the claimant if:
an acknowledgement letter is not automatically generated, and
no form of communication will be sent to the claimant within 10 business days.
Reference: For more information on EP codes, see M21-4, Appendix B.
4. Providing Quality Correspondence
PRIVATE INFOTYPE="OTHER"
IntroductionThis topic discusses guidance on providing quality correspondence to customers including:
general information on providing quality correspondence,
formatting of correspondence,
content of correspondence, and
grammar and tone of correspondence
Change Date August 2, 2016
a. General Information on Providing Quality CorrespondenceCorrespondence from the VA to all customers must be clear, concise, and effective, and should aid effective communication and decision making. The reader must be able to clearly understand the message in a single reading, and the correspondence item must be free of errors in formatting, organization, style, substance, and grammatical correctness.
Prior to sending out any correspondence to a customer, the employee should complete a thorough review for quality and correctness.
b. Formatting of Written CorrespondenceAll official written correspondence should contain the following:
VA seal and heading
date the correspondence is being sent
reply/reference section
employee ID with station number
correct salutation with the correct name of the inquirer
salutation with generic RO Director closing
use Times New Roman font type
appropriately formatted for visually impaired inquirer, if applicable
courtesy copied to designated representative, if applicable.
enclosures listed, if applicable
Continued on next page STYLEREF "Map Title" 4. Providing Quality Correspondence, Continued
c. Formatting of Electronic CorrespondenceAll official electronic correspondence, e.g., IRIS responses, emails, etc., should contain the following:
date of response
employee ID with station number
correct salutation with the correct name of the inquirer
salutation with generic RO Director closing, to include contact information
appropriately formatted for visually impaired inquirer, if applicable
courtesy copied to designated representative, if applicable.
enclosures listed, if applicable
______________________________________________________________
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 controlled correspondence
submitting special controlled correspondence for a rating decision
handling redundant and unnecessary correspondence
preparing correspondence for the visually impaired
handling misdirected mail dealing with appellate issues, and
handling correspondence that is not associated with a claims folder
Change DateAugust 2, 2016
a. Identifying Special Controlled CorrespondenceThe mail room activity or Intake Processing Center will identify the following mail (not all-inclusive) received from:
the White House
members of Congress
national headquarters of service organizations
private attorneys
Note: This mail should be immediately hand carried to the appropriate office for expedited processing.Continued on next page
STYLEREF "Map Title" 5. Handling Various Types of Correspondence, Continued
_______________________________________________________________b. Processing Special CorrespondenceAll employees handling special correspondence will:
expedite processing, and
maintain appropriate controls to ensure prompt reply or acknowledgement.
The table below contains instructions for processing special controlled correspondence:
When
Then
mail is identified as special controlled correspondence
Establish EP 500, Special Controlled Correspondence (500SPCORR)
Log correspondence into VA Form 27-7288c, Daily Record of Veterans Services Activities Correspondence, or electronic equivalent
Fax controlled correspondence to the Centralized Mail (CM) portal for uploading into the eFolder (if paper file, associate correspondence with c-file).
Respond to correspondence within five business days
a full response cannot be satisfied within five business days
Provide an interim response stating that a full response will be provided
Upload interim response letter into eFolder (or associate with paper file as applicable)
Appropriately identify the document category and subject as outlined in block I.5.5.c and upload the correspondence item in to the eFolder.
Log response into VA Form 27-7288c, Daily Record of Veterans Services Activities Correspondence, or electronic equivalent
the final response is sent out for special controlled correspondence
Clear EP 500
Upload final response letter into eFolder (or associate with paper file as applicable).
Appropriately identify the document category and subject as outlined in block I.5.5.c and upload the correspondence item in to the eFolder.
Log release of correspondence into VA Form 27-7288c, Daily Record of Veterans Services Activities Correspondence, or electronic equivalent
____________________________________________________________
Continued on next page
STYLEREF "Map Title" 5. Handling Various Types of Correspondence, Continued
________________________________________________________________
c. Identifying Special Controlled Correspondence in the eFolder
Use the table below to properly identify special controlled correspondence documents in the eFolder.
If the third party is
and the correspondence is
then index the correspondence as
the White House
from the third party
Category Type: Correspondence Incoming: Third Party Correspondence
Subject: White House letter
an interim response
Category Type: Correspondence: Status Letter
Subject: White House 5 day interim response
a final response
Category Type: Correspondence: Status Letter
Subject: White House final response
members of Congress
from the third party
Category Type: Correspondence: Congressionals
Subject: Congressional letter
an interim response
Category Type: Correspondence: Status Letter
Subject: Congressional 5 day interim response
a final response
Category Type: Correspondence: Status Letter
Subject: Congressional final response
____________________________________________________________
Continued on next page
STYLEREF "Map Title" 5. Handling Various Types of Correspondence, Continued
________________________________________________________________
c. Identifying Special Controlled Correspondence in the eFolder, contd
If the third party is
and the correspondence is
then index the correspondence as
National headquarters of a service organization
from the third party
Category Type: Correspondence Incoming: Third Party Correspondence
Subject: National VSO letter
an interim response
Category Type: Correspondence: Status Letter
Subject: National VSO 5 day interim response
a final response
Category Type: Correspondence: Status Letter
Subject: National VSO final response
a private attorney
from the third party
Category Type: Correspondence Incoming: Third Party Correspondence
Subject: private attorney letter
an interim response
Category Type: Correspondence: Status Letter
Subject: private attorney 5 day interim response
a final response
Category Type: Correspondence: Status Letter
Subject: private attorney final response
_____________________________________________________________
Continued on next page
STYLEREF "Map Title" 5. Handling Various Types of Correspondence, Continued
________________________________________________________________
d. Submitting Special Controlled Correspondence for Rating DecisionsWhen responding to special controlled 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 coordinate with the rating activity and refer claim for review, and
the rating activity will take immediate action and provide an update and resolution back to the person responsible for the response. ________________________________________________________________
e. Processing Non-Controlled CorrespondenceThe table below contains instructions for processing non-controlled correspondence.
Note: Establishing EP 400 for non-controlled correspondence will typically entail one-time PCLR function in SHARE in which the 400 EP is established and cleared with a single command. This is only to occur when a customers correspondence is received and responded to at the same time. A full establishment of the 400 EP will occur if the response is not able to be provided to the customer immediately.
Do not establish an EP 400 for correspondence when there is a request for general information or information not associated with a claim number.
______________________________________________________________
Continued on next page
STYLEREF "Map Title" 5. Handling Various Types of Correspondence, Continued
STYLEREF "Block Label" e. Processing Non-Controlled Correspondence(continued)When
Then
mail is identified as non-controlled correspondence
Establish EP 400, Correspondence (400CORRC)
Log correspondence into VA Form 27-7288c, Daily Record of Veterans Services Activities Correspondence, or electronic equivalent
Fax non-controlled correspondence to the Centralized Mail (CM) portal for uploading into the eFolder (if paper file, associate correspondence with c-file).
Identify the document category type as Correspondence: correspondence
Respond to correspondence within 10 business days
a full response cannot be satisfied within 10 business days
Provide an interim response stating that a full response will be provided
Upload interim response letter into eFolder (or associate with paper file as applicable)
Identify the document category type as Correspondence: Status Letter and include in the subject column: non-controlled - 10 day interim letter
Log response into VA Form 27-7288c, Daily Record of Veterans Services Activities Correspondence, or electronic equivalent
a response is provided for non-controlled correspondence
Clear EP 400
Upload response letter into eFolder. (or associate with paper file as applicable).
Identify the document category type as Correspondence: Correspondence and include in the subject column: final non-controlled response letter
Log release of correspondence into VA Form 27-7288c, Daily Record of Veterans Services Activities Correspondence, or electronic equivalent
Continued on next page
5. Handling Various Types of Correspondence, Continued
f. Handling Redundant CorrespondenceIf a claimant or other correspondent has been informed repeatedly of the status and continues to write to VA on the same issue(s), follow the steps in the table below:
Step
Action
1
Carefully review correspondence to ensure new issues are not raised.
2
Ensure that a further response would serve no useful purpose.
3
Annotate correspondence with No Action Necessary (the use of NAN is acceptable), sign or initial, and date.
4
Upload correspondence in Veterans eFolder or file in claim folder if eFolder does not exist.
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.
g. Handling Unnecessary Correspondence Every 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.Continued on next page
STYLEREF "Map Title" 5. Handling Various Types of Correspondence, Continued
h. 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 HYPERLINK "http://vbaw.vba.va.gov/bl/20/cio/20s5/forms/VBA-21-0178-ARE.pdf" VA Form 21-0178, Visually Impaired Veteran, is included in the electronic folder. The following guidelines should be made to all correspondence items:
use either Times New Roman or Arial font.
font size should be largely 18 point
the width of a column within any table, chart, or box should be adjusted to fit the larger font. Note: After adjusting, if the table, chart, or box cannot accommodate the larger font, then utilize the largest font for those characters within it that will fit neatly.
lines should be 1.5 spaces apart to the extent possible.
the header and footer may generally be left as generated unless it can be easily altered as indicated above.
the letters default one-inch margin, block-paragraph style, and left justification should not usually be altered.
Important: Appropriately document this contact in the system of records.
When corresponding with a Veteran with a visual impairment evaluated as 70 percent or more disabling, the following changes should be made to all correspondence items:
Outgoing envelopes may need to be addressed manually, as the windows in standard envelopes may not be able to accommodate the increased size of the address section of the letter. Note: These print parameters are based on the article, HYPERLINK "http://www.afb.org/info/reading-and-writing/making-print-more-readable/35" Tips for Making Print More Readable, published by the American Foundation for the Blind.
____________________________________________________________
Continued on next page
STYLEREF "Map Title" 5. Handling Various Types of Correspondence, Continued
i. Handling Misdirected Mail Dealing with Appellate Issues It is extremely important that all correspondence and documents mailed to our claimants are sent to the appropriate current address of record.
This is of special importance regarding appellate issues, as there are critical time issues involved in the appeals process.
Failure to ensure that correspondence and documents are mailed properly could result in the denial or dismissal of the claimants appeal.
When reviewing information returned by Board of Veterans Appeals (BVA) or upon noting of a discrepancy in the claimants address, every effort should be made to immediately rectify the situation.
If the BVA decision was not mailed to the appellants current address:
mail a photocopy to the most recent address of record,
update VACOLS with the new address, and
annotate the decision with the new address and the date it was re-mailed.
Important: Do not, under any circumstances, change the date stamped on the first page of the BVA decision.
j. Taking Credit for Correspondence Not Related to a Claim Number or for General Information
The following DOOR WIDS should be used when the request is not associated with a claim number or is a request for general information:
Non-Controlled Correspondence 7132.00
Special Controlled Correspondence 7131.00
Freedom of Information Act/Privacy Act Requests 7141.00
_____________________________________________________________
6. Preparation of Correspondence
PRIVATE INFOTYPE="OTHER"
IntroductionThis topic contains information on the preparation of correspondence, including:
amounts letters
service verification letters
summary of benefits letters
Civil Service preference letters
commissary letters
correspondence for the visually impaired
Change DateAugust 2, 2016
a. Amounts LettersClaimants and beneficiaries routinely request general amounts letters.
When calculating annual income for a calendar year, use 12 months at one rate to calculate the total annual benefit, unless there has been a payment rate change other than a cost of living increase (COLA). In those cases, you will need to calculate the number of months paid at each rate, considering the check received on December 31st as the payment amount received in January.
If a claimant or beneficiary requests an amounts letter for the total yearly amount actually received, use the following language:
Our records indicate that for calendar year XXX (i.e., appropriate year), the total amount of benefits issued was $XX, XXX.XX.
b. Service Verification LettersSometimes used in lieu of a DD 214, service verification letters outline the specifics of a Veterans military service.
Note: Prior to preparing requested letter, review the system of records to ensure that the Veterans service has been verified. _________________________________________________________
c. Summary of Benefits LettersThis letter replaces VA Form 20-5455, Statement from Benefit Payment Records, which is no longer available.
This letter should be utilized to provide verification for eligibility determination for local, state, and other benefits.Continued on next page
STYLEREF "Map Title" 6. Preparation of Correspondence, Continued
d. Civil Service Preference LettersBy 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:
non-service connected (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
sHYPERLINK "http://vbaw.vba.va.gov/bl/21/publicat/docs/PCGLCivilServicePreferencesurvivingspouse.doc"urviving spouse
sHYPERLINK "http://vbaw.vba.va.gov/bl/21/publicat/docs/PCGLCivilServicePreferencespouseof100vet.doc"pouse 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
Important: If the Veteran is applying for a Federal job, Form SF-15, Application for 10-Point Preference (To Be Used by Veterans and Their Relatives), should be attached to the Civil Service preference letter. _________________________________________________________
e. Commissary LettersUnlimited exchange and commissary store privileges are available to:
honorably discharged Veterans with a service-connected disability rated at 100 percent, to include a rating of Individual Unemployability (IU),
unremarried surviving spouses of 100 percent service-connected Veterans,
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
Important: Include DD Form 1172, Application for Uniformed Services Identification Card DEERS Enrollment, as an attachment with this letter.
Notes:
VA provides certification of total disability.
National Guard members, Reservists, and their dependents may also be eligible.
7. 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 DateAugust 2, 2016
a. Issues Suitable for Telephone, E-Mail, and Facsimile DevelopmentROs, NCCs, and the NIRC 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 (not all inclusive):
Social Security numbers (SSNs) of dependents, including the Social Security Number Verification Match (Reference: For more information on the Social Security Number Verification Match, refer to the M21-1, X.02)
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
clarification of employment information (VA Form 21-4140 must be returned to the SOJ with a signature)
establishment of, and 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
7. 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, branch of service, 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 HYPERLINK "http://vbaw.vba.va.gov/bl/20/cio/20s5/forms/VBA-21-0820-ARE.pdf" VA Form 27-0820, Report of General Information, or equivalent.
If Veteran has a power of attorney, send the representative a copy of the HYPERLINK "http://vbaw.vba.va.gov/bl/20/cio/20s5/forms/VBA-21-0820-ARE.pdf"VA Form 27-0820, and annotate that a copy was sent to the power of attorney on the claims file copy.
8. 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 DateAugust 2, 2016
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 added to the electronic folder, if available, or claims folder if electronic folder does not exist.
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" 8. 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 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 information received by e-mail from the claimant or beneficiary must be placed in the electronic folder, if available, or claims folder if electronic folder does not exist.
Important: If there is any question about the validity of any documents received by facsimile or e-mail, request the original.
9. Using VA Form 27-0820 (Series)
PRIVATE INFOTYPE="OTHER"
IntroductionThis topic contains information on using VA Form 27-0820 (Series), including:
the purpose of the VA Form 27-0820 (Series),
what information to include on VA Form 27-0820,
examples of appropriate uses of VA Form 27-0820,
when not to use the VA Form 27-0820 (Series) forms, and
the seven versions of VA Form 27-0820.
Change DateAugust 2, 2016
a. Purpose of VA Form 27-0820 (Series)VA Form 27-0820 is a series of seven forms. The purpose of the VA Form 27-0820 (Series) is to:
record discussions involving potentially controversial matters between VA employees and claimants, representatives of claimants, or other persons
record information or facts received by a VA employee that may supplement the record
document information provided to the customer or actions taken by the VA employee
b. What Information to Include on VA Form 27-0820Each VA Form 27-0820 submitted must:
include a complete and accurate reflection of the information brought out during the contact,
reflect that the notification of action statement was read to the customer,
reflect that the proper Identification Protocol requirements were met (if applicable),
include the designated representative information (if applicable),
include the appropriate employee identification and signature, and
show the action taken by the employee as a result of the contact.Continued on next page
STYLEREF "Map Title" 9. Using VA Form 27-0820 (Series), Continued
c. Examples of Appropriate Uses of VA Form 27-0820The use of VA Form 27-0820 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 Veteran or 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.
d. When Not to Use VA Form 27-0820Do not use VA Form 27-0820 in lieu of a letter to request information.
e. Seven Versions of VA Form 27-0820The following versions of VA Form 27-0820 are available:
VA Form 27-0820, HYPERLINK "http://vbaw.vba.va.gov/bl/20/cio/20s5/forms/VBA-27-0820-ARE.pdf" Report of General Information
VA Form 27-0820a, HYPERLINK "http://vbaw.vba.va.gov/bl/20/cio/20s5/forms/VBA-27-0820a-ARE.pdf" Report of First Notice of Death
VA Form 27-0820b, HYPERLINK "http://vbaw.vba.va.gov/bl/20/cio/20s5/forms/VBA-27-0820b-ARE.pdf" Report of Nursing Home or Assisted Living Information
VA Form 27-0820c, HYPERLINK "http://vbaw.vba.va.gov/bl/20/cio/20s5/forms/VBA-27-0820c-ARE.pdf" Report of Defense Finance & Accounting Service (DFAS)
VA Form 27-0820d, HYPERLINK "http://vbaw.vba.va.gov/bl/20/cio/20s5/forms/VBA-27-0820d-ARE.pdf" Report of Non-Receipt of Payment
VA Form 27-0820e, HYPERLINK "http://vbaw.vba.va.gov/bl/20/cio/20s5/forms/VBA-27-0820e-ARE.pdf" Report of Incarceration
VA Form 27-0820f, HYPERLINK "http://vbaw.vba.va.gov/bl/20/cio/20s5/forms/VBA-27-0820f-ARE.pdf" Report of Month of Death
M27-1, Part I, Chapter 5
M27-1, Part I, Chapter 5
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A h t t p : / / v b a w . v b a . v a . g o v / b l / 2 0 / c i o / 2 0 s 5 / f o r m s / V B A - 2 7 - 0 8 2 0 d - A R E . p d f S A h t t p : / / v b a w . v b a . v a . g o v / b l / 2 0 / c i o / 2 0 s 5 / f o r m s / V B A - 2 7 - 0 8 2 0 c - A R E . p d f S A h t t p : / / v b a w . v b a . v a . g o v / b l / 2 0 / c i o / 2 0 s 5 / f o r m s / V B A - 2 7 - 0 8 2 0 b - A R E . p d f S A h t t p : / / v b a w . v b a . v a . g o v / b l / 2 0 / c i o / 2 0 s 5 / f o r m s / V B A - 2 7 - 0 8 2 0 a - A R E . p d f 2 s @ h t t p : / / v b a w . v b a . v a . g o v / b l / 2 0 / c i o / 2 0 s 5 / f o r m s / V B A - 2 7 - 0 8 2 0 - A R E . p d f 2 u @ h t t p : / / v b a w . v b a . v a . g o v / b l / 2 0 / c i o / 2 0 s 5 / f o r m s / V B A - 2 1 - 0 8 2 0 - A R E . p d f 2 u @ h t t p : / / v b a w . v b a . v a . g o v / b l / 2 0 / c i o / 2 0 s 5 / f o r m s / V B A - 2 1 - 0 8 2 0 - A R E . p d f s t C h t t p : / / v b a w . v b a . v a . g o v / b l / 2 1 / p u b l i c a t / d o c s / C o m m S u r v i v i n g S p o u s e . d o c P ^ : h t t p : / / v b a w . v b a . v a . g o v / b l / 2 1 / p u b l i c a t / d o c s / F u t u r e E x a m . d o c ? 0 < h t t p : / / v b a w . v b a . v a . g o v / b l / 2 1 / p u b l i c a t / d o c s / N o F u t u r e E x a m . d o c @ U h t t p : / / v b a w . v b a . v a . g o v / b l / 2 1 / p u b l i c a t / d o c s / P C G L C i v i l S e r v i c e P r e f e r e n c e m o m o f 1 0 0 v e t . d o c ! X h t t p : / / v b a w . v b a . v a . g o v / b l / 2 1 / p u b l i c a t / d o c s / P C G L C i v i l S e r v i c e P r e f e r e n c e m o m d e c e a s e d v e t . d o c { 6 X h t t p : / / v b a w . v b a . v a . g o v / b l / 2 1 / p u b l i c a t / d o c s / P C G L C i v i l S e r v i c e P r e f e r e n c e s p o u s e o f 1 0 0 v e t . d o c Y h t t p : / / v b a w . v b a . v a . g o v / b l / 2 1 / p u b l i c a t / d o c s / P C G L C i v i l S e r v i c e P r e f e r e n c e s u r v i v i n g s p o u s e . d o c o i T h t t p : / / v b a w . v b a . v a . g o v / b l / 2 1 / p u b l i c a t / d o c s / P C G L C i v i l S e r v i c e P r e f e r e n c e l e s s t h a n 1 0 . d o c = > P h t t p : / / v b a w . v b a . v a . g o v / b l / 2 1 / p u b l i c a t / d o c s / P C G L C i v i l S e r v i c e P r e f e r e n c e 1 0 o r 2 0 . d o c ^ L U h t t p : / / v b a w . v b a . v a . g o v / b l / 2 1 / p u b l i c a t / d o c s / P C G L C i v i l S e r v i c e P r e f e r e n c e 3 0 o r g r e a t e r . d o c % & T h t t p : / / v b a w . v b a . v a . g o v / b l / 2 1 / p u b l i c a t / d o c s / P C G L C i v i l S e r v i c e P r e f e r e n c e N S C P e n s i o n . d o c C J h t t p : / / w w w . a f b . o r g / i n f o / r e a d i n g - a n d - w r i t i n g / m a k i n g - p r i n t - m o r e - r e a d a b l e / 3 5 3 p @ h t t p : / / v b a w . v b a . v a . g o v / b l / 2 0 / c i o / 2 0 s 5 / f o r m s / V B A - 2 1 - 0 1 7 8 - A R E . p d f k q / h t t p : / / w w w . o p m . g o v / s t a f f i n g P o r t a l / V e t g u i d e . a s p 5 _ T o c 4 5 7 9 0 8 6 7 0 5 _ T o c 4 5 7 9 0 8 6 6 9 5 _ T o c 4 5 7 9 0 8 6 6 8 5 _ T o c 4 5 7 9 0 8 6 6 7 5 _ T o c 4 5 7 9 0 8 6 6 6 5 | _ T o c 4 5 7 9 0 8 6 6 5 5 v _ T o c 4 5 7 9 0 8 6 6 4 5 p _ T o c 4 5 7 9 0 8 6 6 3 5 j _ T o c 4 5 7 9 0 8 6 6 2 5 d _ T o c 4 5 7 9 0 8 6 6 1 5 ^ _ T o c 4 5 7 9 0 8 6 6 0 5 X _ T o c 4 5 7 9 0 8 6 5 9 5 R _ T o c 4 5 7 9 0 8 6 5 8 5 L _ T o c 4 5 7 9 0 8 6 5 7 5 F _ T o c 4 5 7 9 0 8 6 5 6 5 @ _ T o c 4 5 7 9 0 8 6 5 5 5 : _ T o c 4 5 7 9 0 8 6 5 4 5 4 _ T o c 4 5 7 9 0 8 6 5 3 5 . _ T o c 4 5 7 9 0 8 6 5 2 5 ( _ T o c 4 5 7 9 0 8 6 5 1 5 " _ T o c 4 5 7 9 0 8 6 5 0 5 _ T o c 4 5 7 9 0 8 6 4 9 5 _ T o c 4 5 7 9 0 8 6 4 8 5 _ T o c 4 5 7 9 0 8 6 4 7 5
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