Transmittal Sheet - Veterans Affairs



Transmittal SheetRABvAGMAVABlAG0AcAAxAFYAYQByAAEDQwB1AHMAdABvAG0AIABQAG8AcAB1AHAAIAA5ADcANwAy

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ADDIN \* MERGEFORMAT IntroductionThis is the initial release of the Benefits Assistance Service (BAS) Manual, M27-1Date SubmittedSeptember 17, 2012Overview of the M27-1The M27-1 consists of an introduction and four parts:IntroductionPart I: Quality Client Services ProgramPart II: Outreach Services ProgramPart III:Subpart i: Web ServicesSubpart ii: Social Media ServicesPart IV: Quality and TrainingBAS Manual IntroductionThe introduction of the manual provides information on the structure of the Veterans Benefits Administration (VBA) and the BAS, including the staff functions within the BAS.Part I: Quality Client Services ProgramPart I of this manual consists of the following chapters:Chapter 1: General Information on the Quality Client Services ProgramChapter 2: Customer ServiceChapter 3: Telephone InterviewsChapter 4: Personal InterviewsChapter 5: CorrespondenceChapter 6: Inquiry Routing and Information System (IRIS)Chapter 7: Freedom of Information Act (FOIA) and Privacy Act (PA)Chapter 8: Reference InformationContinued on next page STYLEREF "Map Title" Transmittal Sheet, ContinuedPart I: Quality Client Services Program (continued)Chapter 1 (General Information on the Quality Client Services Program) consists of the following topics:Topic 1: The Mission and Responsibilities of the Quality Client Services Program Topic 2: The Intake SpecialistChapter 2 (Customer Service) consists of the following sections:Topic 1: Overview of Customer ServiceTopic 2: Providing Information to a Third PartyTopic 3: Providing Information About VA BenefitsTopic 4: Providing VA Information to Support Non-VA Related BenefitsTopic 5: Procuring Vital Statistics DocumentsTopic 6: Handling Non-Claims ActionsTopic 7: Claimant Representation by Non-Attorney or Non-Accredited AgentsTopic 8: Handling Media InquiriesChapter 3 (Telephone Interviews) consists of the following topics:Topic 1: General Guidelines for Conducting Telephone InterviewsTopic 2: Personal Phone CallsTopic 3: Call Referral GuidelinesTopic 4: Quality Interview ExpectationsTopic 5: Prescribed Opening and Closing of CallsTopic 6: Courtesy TipsTopic 7: Recognizing Caller “Types”Topic 8: Handling Threatening or Abusive CallsTopic 9: Handling Requests for Speak with Specific IndividualsTopic 10: When to Refer a Call to a SupervisorTopic 11: Suicidal CallersTopic 12: Change of Address and Direct Deposit Request ProceduresTopic 13: Non-Receipt of Payment ProceduresContinued on next pageTransmittal Sheet, ContinuedPart I: Quality Client Services Program (continued)Topic 14: Releasing Information From a Rating Decision or Award LetterTopic 15: Identification ProtocolTopic 16: Business Rules for Generating a Veterans’ Assistance Inquiry (VAI)Topic 17: Decision review Officer (DRO) Elections Via TelephoneChapter 4 (Personal Interviews) consists of the following topics:Topic 1: General Guidelines for Conducting InterviewsTopic 2: Waiting AreaTopic 3: Interview AreaTopic 4: The Interview ProcessTopic 5: Tips for Successful InterviewingTopic 6: Dealing With Unruly or Threatening BehaviorChapter 5 (Correspondence) consists of the following topics:Topic 1: General Guidelines for Processing CorrespondenceTopic 2: Signature Authority for CorrespondenceTopic 3: Acknowledging CorrespondenceTopic 4: Reader-Focused Writing (RFW)Topic 5: Handling Various Types of CorrespondenceTopic 6: Preparation of CorrespondenceTopic 7: Freedom of Information Act and Privacy Act IssuesTopic 8: Developing Claims Using Telephone, Email and FacsimileTopic 9: Contacting Claimants or Veterans Using Mail, Email and FacsimileTopic 10: Using VA Form 21-0820 (Series)Topic 11: Determining Work Credit for General or Special CorrespondenceTopic 12: References for Help in WritingContinued on next pageTransmittal Sheet, ContinuedPart I: Quality Client Services Program (continued)Chapter 6 (Inquiry Routing and Information System (IRIS)) consists of the following topics:Topic 1: IRIS Policy and ProceduresTopic 2: IRIS ResponsesTopic 3: Timeliness Standard for ResponsesTopic 4: IRIS SecurityTopic 5: Reporting Work CreditTopic 6: IRIS-Related ReferencesChapter 7 (Freedom of Information Act (FOIA) and Privacy Act (PA)) consists of the following topics:Topic 1: General Information on the FOIA and PATopic 2: Duties of the FOIA and PA OfficerTopic 3: FOIA ExemptionsTopic 4: Redaction GuidelinesTopic 5: General Key Points for FOIA/PATopic 6: Guidance on Release of Information Pertaining to VeteransTopic 7: Procedures for Handling PA RequestsTopic 8: Determining Appropriate Work Credit for FOIA/PA RequestsTopic 9: Procedures for Use of FOIA Reading RoomTopic 10: ReferencesChapter 8 (Reference Information) consists of the following topics:Topic 1: VA FormsTopic 2: VA Publications and PamphletsTopic 3: Web Based ReferencesTopic 4: Writing ReferencesContinued on next pageTransmittal Sheet, ContinuedPart II: Outreach Services ProgramPart II of this manual consists of the following chapters:Chapter 1: Overview of Outreach Services ProgramChapter 2: Special Outreach ProgramsChapter 1 (Overview of Outreach Services Program) consists of the following topics:Topic 1: Overview of Outreach Services ProgramTopic 2: General Outreach GuidelinesTopic 3: Annual ReviewTopic 4: Special Outreach – Target PopulationsTopic 5: Reporting Outreach ActivitiesChapter 2 (Special Outreach Programs) consists of the following topics:Topic 1: Veterans Outreach at VHA FacilitiesTopic 2: Homeless and Justice-Involved VeteransTopic 3: Women VeteransTopic 4: Military OutreachTopic 5: Survivors of Service Members Who Die on Active DutyTopic 6: Other Survivors and DependentsTopic 7: Minority and Tribal VeteransTopic 8: Elderly VeteransTopic 9: Former Prisoners of War (FPOW)Topic 10: Indigent Veterans and Unclaimed RemainsTopic 11: First Time ApplicantsTopic 12: Foreign Service ProgramTopic 13: Rural Veterans OutreachTopic 14: Chapter 63 Special Outreach to VeteransTopic 15: Casualty Assistance Program ProceduresContinued on next pageTransmittal Sheet, ContinuedPart IIISubpart i: Web ServicesPart III, Subpart i of this manual consists of the following chapters:Chapter 1: Server TechnologyChapter 2: Web ProceduresChapter 3: Web ContentChapter 4: Enterprise Content Management System (ECMS)Chapter 5: Federal Government Laws, Regulations, Executive Orders, and Office of Management and Budget (OMB) DirectivesChapter 6: e-BenefitsChapter 7: VA In-Person Proofing ProcessChapter 1 (Server Technology) consists of the following topics:Topic 1: Server TechnologyTopic 2: Supported PlatformsChapter 2 (Web Procedures) consists of the following topics:Topic 1: Requesting a WebsiteTopic 2: Developing a WebsiteTopic 3: VA Web RegistryTopic 4: Removing a WebsiteTopic 5: Requesting a Domain/URL Name ChangeTopic 6: Requesting Permission to Use a Non- Domain NameChapter 3 (Web Content) consists of the following topics:Topic 1: Content DefinedTopic 2: Principal Parties Responsible for ContentTopic 3: VBA Internet Sites and VA’s Outreach ResponsibilitiesTopic 4: Organization of InformationTopic 5: ReadabilityTopic 6: Information Quality DefinedTopic 7: Actions to be Taken When Accuracy of Information is Called Into QuestionTopic 8: Completeness of Information Continued on next pageTransmittal Sheet, ContinuedRABvAGMAVABlAG0AcAAxAFYAYQByAFQAcgBhAGQAaQB0AGkAbwBuAGEAbAAAcgAyAEUA9ABP

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ADDIN \* MERGEFORMAT Part III Subpart i: Web Services (continued)Topic 9: Ensuring Content is Current: Annotating UpdatesTopic 10: Avoidance of Duplication: Linking to Authoritative SourcesTopic 11: UniformityTopic 12: Translation Into Other LanguagesTopic 13: Complying With Digital Rights, Copyright, Trademark, and Patent Laws Topic 14: Avoiding Apparent EndorsementsTopic 15: Post Privacy PolicyTopic 16: Easy Access to Online ServicesTopic 17: Easy Access to Online VA FormsTopic 18: Avoidance of Content or Applications That Require a Specific Brower for Viewing (Prohibited Practice)Topic 19: Audio and Video BroadcastsChapter 4 (Enterprise Content Management System (ECMS)) consists of the following topics:Topic 1: VA Enterprise Content Management SystemTopic 2: New Site CreationTopic 3: Existing Site CreationTopic 4: TeamSite Administrative ToolTopic 5: User RolesTopic 6: TrainingTopic 7: WorkflowsChapter 5 (Federal Government Laws, Regulations, Executive Orders, Office of Management and Budget (OMB) Directives) consists of the following topics:Topic 1: Federal RequirementsContinued on next pageTransmittal Sheet, ContinuedPart III Subpart i: Web Services (continued)Chapter 6 (e-Benefits) consists of the following topics:Topic 1: e-BenefitsChapter 7 (VA In-Person Proofing Process) consists of the following topics:Topic 1: Overview of VA In-Person Proofing ProcessTopic 2: DoD Self Service Access Station Web ApplicationTopic 3: Veteran Not Found in DEERSTopic 4: Updating the Veteran AddressTopic 5: Reporting Potentially Fraudulent AccountsTopic 6: Other Application FunctionsTopic 7: Appendix A: Identity Documentation CriteriaTopic 8: Appendix B: Address Confirmation Document CriteriaPart IIISubpart ii: Social Media ServicesPart III, Subpart ii of this manual consists of the following chapters:Chapter 1: Overview of Social MediaChapter 2: Description of Social MediaChapter 3: Roles and ResponsibilitiesChapter 4: Social Media ProceduresChapter 5: Agency and Federal RequirementsChapter 1 (Overview of Social Media) consists of the following topics:Topic 1: Overview of Social MediaChapter 2 (Description of Social Media) consists of the following topics:Topic 1: FacebookTopic 2: TwitterChapter 3 (Roles and Responsibilities) consists of the following topics:Topic 1: Roles and ResponsibilitiesTopic 2: Appendix A: Submission Guidelines for Social Media/WebContinued on next pageTransmittal Sheet, ContinuedSubpart ii: Social Media Services (continued)Chapter 4 (Social Media Procedures) consists of the following topics:Topic 1: Social Media ProceduresChapter 5 (Agency and Federal Requirements) consists of the following topics:Topic 1: Agency ReferencesTopic 2: Federal ReferencesPart IV: Quality and TrainingPart IV of this manual consists of the following chapters:Chapter 1: QualityChapter 2: TrainingChapter 1 (Quality) consists of the following topics:Topic 1: GeneralTopic 2: Telephone Interview ActivityTopic 3: Inquiry Routing and Information System (IRIS) – Electronic CorrespondenceTopic 4: Site VisitsTopic 5: Systematic Analyses of Operations (SAO)Topic 6: NCC Management Advisory CouncilTopic 7: NCC/NPCC/NIRC Manager ConferenceChapter 2 (Training) consists of the following topics:Topic 1: GeneralTopic 2: Types of TrainingTopic 3: Formal Training RequirementsTopic 4: Training ResourcesContinued on next pageTransmittal Sheet, ContinuedNotable Changes Included in This ReleasePreviously, Part I (Quality Client Services) was located in the M21-1MR and titled as Part II (Direct Services). All manual content previously located in Part II of the M21-1MR is now incorporated into this initial release of the M27-1.RescissionsThis initial release will rescind the following in its entirety:M21-1MR, Part II (Direct Services)AuthorityBy direction of the Under Secretary for BenefitsSignatureRobert Reynolds, DirectorBenefits Assistance Service (27)DistributionDistribution: RPC: 2068FD: EX: ASO and AR (included in RPC 2068LOCAL REPRODUCTION AUTHORIZED AS NEEDEDRABvAGMAVABlAG0AcAAxAFYAYQByAFQAcgBhAGQAaQB0AGkAbwBuAGEAbAAAMwBvAGkA9ABc

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