M21-4, Chapter 1
Chapter 1. Overview
Table of Contents
1.01 Purpose 1-2
1.02 Application and Scope 1-3
1.03 Workflow Management 1-4
1.04 VSC/PMC Training Program 1-5
1.05 Publications 1-6
1.01 Purpose
|Change Date |September 5, 2014 |
|a. Purpose of This |The purpose of this manual is to prescribe and discuss workload and staffing controls applicable to Compensation, |
|Manual |Pension, and Fiduciary activities in the RO. This manual also describes tools available to field station managers|
| |to assist in assessing the level of service afforded to claimants. |
1.02 Application and Scope
|Change Date |September 5, 2014 |
|a. Performance Areas to |The performance areas in which the VSC/PMC will be measured encompass |
|be Measured | |
| |staffing allocation and alignment |
| |claims processing accuracy |
| |claims processing timeliness |
| |inventory control |
| |management analyses and evaluations of local operations, and |
| |customer service. |
1.03 Workflow Management
|Change Date |September 5, 2014 |
|a. Monitoring of |Effective workflow management and inventory control includes constant monitoring of VOR, COVERS, MAP-D, VACOLS, |
|Electronic Systems for |and VBMS to ensure that claims are promptly put under control, completely developed the first time, and decided |
|Workflow Management and |timely. |
|Inventory Control | |
1.04 VSC/PMC Training Program
|Change Date |September 5, 2014 |
|a. Training for |In addition to training new employees, ROs must adjust to ongoing changes in laws, regulations, and procedures. |
|Ongoing Changes |Employees must be kept abreast of these changes as well as refreshed on problems identified during quality and |
| |consistency reviews. |
|b. Compensation Training|The Compensation Training Staff assists local managers by |
|Staff Resources | |
| |offering centralized training courses |
| |developing standardized curricula |
| |providing training materials, and |
| |preparing training guides that can be used to enhance local programs. |
| | |
| |By using these resources, local managers can provide training for personnel that is more consistent and |
| |standardized so that performance goals may be more fully realized. |
| | |
| |Reference: These tools can be accessed on the Training Home Page via the Compensation Service Intranet Home Page. |
|c. Employees’ |Refresher training and skills enhancement training are essential to ensure that employees at all levels understand|
|Understanding of Training|not only what is required of their positions to provide efficient service to claimants, but also how their |
| |individual efforts contribute to the completion of individual claims, their local office goals, and the overall |
| |mission of VA. |
|d. Responsibility for |The development of a training schedule for refresher training and skills enhancement training is the |
|Scheduling Training |responsibility of VSC/PMC management and the RO training coordinator; however, the VSC/PMC must follow the general|
| |training guidance provided by Compensation Service and/or Pension and Fiduciary Service. |
|e. Goal of Training |The goal of training is to enrich employees' skills so that claimants receive the high quality and timely service |
| |they expect and deserve. |
1.05 Publications
|Change Date |September 5, 2014 |
|a. References and Guides|The following information is relevant for managers: |
| | |
| |VBA Operations Center |
| |Transformation Initiative and Pilot Tip Sheets |
| |MAP-D User Guide |
| |VACOLS User Guide |
| |VETSNET Guides |
| |VOR FAQs and Training Material |
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