## Chapter 4. Personal Interviews

#### 1. General Guidelines for Conducting Interviews

+------------+---------------------------------------------------------+
| ##### In   | > This topic contains information on                    |
| troduction |                                                         |
|            | -   general guidelines for conducting interviews, and   |
|            |                                                         |
|            | -   references used during interviews                   |
+------------+---------------------------------------------------------+

+------------+---------------------------------------------------------+
| ##### C    | > December 17, 2008                                     |
| hange Date |                                                         |
+------------+---------------------------------------------------------+

+------------+---------------------------------------------------------+
| ##### a.   | > For the most positive outcome and experience for our  |
| Guidelines | > customers, follow the guidelines listed below:        |
|            |                                                         |
|            | -   Begin the interview as promptly as possible.        |
|            |                                                         |
|            | -   Control the interview; avoiding prolonged           |
|            |     irrelevant discussions and topics not pertinent to  |
|            |     the interview.                                      |
|            |                                                         |
|            | -   Be courteous, objective, and empathetic to the      |
|            |     customer.                                           |
|            |                                                         |
|            | -   Provide thorough and accurate information to answer |
|            |     any questions.                                      |
|            |                                                         |
|            | -   Gather sufficient information to correctly answer   |
|            |     questions, and develop any issues indicating        |
|            |     potential eligibility for a benefit.                |
|            |                                                         |
|            | -   Avoid using technical jargon.                       |
|            |                                                         |
|            | -   Complete appropriate forms neatly and accurately.   |
|            |                                                         |
|            | -   Do not allow interruptions (***Example***: If a     |
|            |     call comes in during the interview, take the number |
|            |     and call back after completing the interview).      |
|            |                                                         |
|            | -   Discuss any related VA or non-VA benefits with the  |
|            |     interviewee.                                        |
|            |                                                         |
|            | -   Ensure compliance with the Identification protocol  |
|            |     (Privacy Act (PA) and Freedom of Information Act    |
|            |     (FOIA)) requirements.                               |
+------------+---------------------------------------------------------+
| #####      |                                                         |
+------------+---------------------------------------------------------+

+------------+---------------------------------------------------------+
| ##         | > The following reference materials are available to    |
| ### b. Ref | > aid a Veterans Service Representative (VSR) during an |
| erences Us | > interview:                                            |
| ed During  |                                                         |
| Interviews |                                                         |
+------------+---------------------------------------------------------+

Continued on next page

1\. General Guidelines for Conducting Interviews, Continued

+------------+---------------------------------------------------------+
| b\.        | -   Title 38 of the Code of Federal Regulations (38     |
| References |     CFR), Part 3                                        |
| Used       |                                                         |
| During     | -   Veterans Benefits Administration Circulars          |
| Interviews |                                                         |
| (          | -   Training Letters                                    |
| continued) |                                                         |
|            | -   Fast Letters, and                                   |
|            |                                                         |
|            | -   Job Aids                                            |
|            |                                                         |
|            | ```{=html}                                              |
|            | <!-- -->                                                |
|            | ```                                                     |
|            | -   Intranet                                            |
|            |                                                         |
|            | -   Direct Services Web Site                            |
|            |                                                         |
|            | -   Veterans Benefits Reference System (VBRS)           |
|            |                                                         |
|            | -   State Benefits Reference System (SBRS)              |
|            |                                                         |
|            | -   Internet                                            |
|            |                                                         |
|            | -   Web Automated Reference Materials System (WARMS)    |
|            |                                                         |
|            | -   Veterans Identification Tracking Log                |
|            |                                                         |
|            | -   Modern Awards Processing Development (MAP-D), and   |
|            |                                                         |
|            | -   a general medical dictionary                        |
+------------+---------------------------------------------------------+

#### 2. Waiting Area

+------------+---------------------------------------------------------+
| ##### In   | > This topic contains information on the waiting area,  |
| troduction | > including information on                              |
|            |                                                         |
|            | -   the waiting area requirements at the regional       |
|            |     office (RO), and                                    |
|            |                                                         |
|            | -   security procedures.                                |
+------------+---------------------------------------------------------+

+------------+---------------------------------------------------------+
| ##### C    | > December 17, 2008                                     |
| hange Date |                                                         |
+------------+---------------------------------------------------------+

+------------+---------------------------------------------------------+
| ####       | > The requirements for the waiting area at the regional |
| # a. Waiti | > office (RO) are as follows:                           |
| ng Area Re |                                                         |
| quirements | -   The area will be easily accessible to the public,   |
|  at the RO |     especially to those who are handicapped.            |
|            |                                                         |
|            | -   When the area is not readily visible from the       |
|            |     building entrance, the directory or lobby sign will |
|            |     list the location and hours of operation. If the    |
|            |     area can be seen upon entering the building, hours  |
|            |     of operation will be posted on the entrance doors.  |
|            |                                                         |
|            | -   The regional office employee greeting visitors      |
|            |     shall have access to the full range of ADP          |
|            |     applications (i.e., standard VBA workstation,       |
|            |     access to Share, MAP-D, VACOLS, etc.) in the        |
|            |     reception area.                                     |
|            |                                                         |
|            | -   Ample space will be provided to accommodate visitor |
|            |     traffic.                                            |
|            |                                                         |
|            | -   The area will be comfortably furnished.             |
|            |                                                         |
|            | -   A display area stocked with current benefit and     |
|            |     insurance pamphlets as well as informational        |
|            |     materials will be provided. (***Note:*** Pamphlets  |
|            |     shall be replenished daily.) (***Reference:*** See  |
|            |     M21-1MR, Part II, 7 for a listing of recommended    |
|            |     forms, publications and pamphlets.) (TBD)           |
+------------+---------------------------------------------------------+

+------------+---------------------------------------------------------+
| ##### b.   | > Appropriate security procedures should be in place in |
|  Security  | > order to allow for expedient response by building     |
| Procedures | > security personnel in the event of an emergency.      |
|            | >                                                       |
|            | > Employees must be made aware of the local procedures  |
|            | > in place to appropriately respond to an emergency.    |
+------------+---------------------------------------------------------+

#### 3. Interview Area

+------------+---------------------------------------------------------+
| ##### In   | > This topic addresses the requirements for the waiting |
| troduction | > area at the regional office (RO).                     |
+------------+---------------------------------------------------------+

+------------+---------------------------------------------------------+
| ##### C    | > December 17, 2008                                     |
| hange Date |                                                         |
+------------+---------------------------------------------------------+

+------------+---------------------------------------------------------+
| #          | > The requirements for the interview area are as        |
| #### a. Re | > follows:                                              |
| quirements |                                                         |
|            | -   The area should be located an adequate distance     |
|            |     away from both the waiting area and other work      |
|            |     areas to minimize noise and movement, and to avoid  |
|            |     disruption to the interview process.                |
|            |                                                         |
|            | -   Individual interview stations will be positioned to |
|            |     provide maximum privacy, lessening the possibility  |
|            |     of interviews being overheard and to ensure that    |
|            |     the privacy of the visitor is protected.            |
|            |                                                         |
|            | -   Telephones will be available in each interview      |
|            |     station to allow calls to assist customers. These   |
|            |     telephones shall be equipped with intercom          |
|            |     capability and will have an unpublished telephone   |
|            |     number.                                             |
|            |                                                         |
|            | -   Adequate supplies of forms, applications,           |
|            |     directives and other materials needed to conduct    |
|            |     interviews will be available at each interview      |
|            |     station.                                            |
+------------+---------------------------------------------------------+

+------------+---------------------------------------------------------+
| ##### b.   | > Appropriate security procedures should be in place in |
|  Security  | > order to allow for expedient response by building     |
| Procedures | > security personnel in the event of an emergency.      |
|            | >                                                       |
|            | > Employees *must* be made aware of the local           |
|            | > procedures in place to appropriately respond to an    |
|            | > emergency.                                            |
+------------+---------------------------------------------------------+

#### 4. The Interview Process

+------------+---------------------------------------------------------+
| ##### In   | > This topic contains information about conducting the  |
| troduction | > actual interview.                                     |
+------------+---------------------------------------------------------+

+------------+---------------------------------------------------------+
| ##### C    | > December 17, 2008                                     |
| hange Date |                                                         |
+------------+---------------------------------------------------------+

+------------+---------------------------------------------------------+
| #####      | > Follow the steps below to conduct the personal        |
| a. Steps t | > interview:                                            |
| o Conduct  |                                                         |
| a Personal | +-----+---------------------------------------------+   |
|  Interview | | S   | Action                                      |   |
|            | | tep |                                             |   |
|            | +-----+---------------------------------------------+   |
|            | | 1   | Greet the Customer                          |   |
|            | +-----+---------------------------------------------+   |
|            | | 2   | Have customer complete the Visitor Intake   |   |
|            | |     | Sheet (***Reference:*** See M21-1MR, Part   |   |
|            | |     | II, 4.c) and review sheet for completeness  |   |
|            | +-----+---------------------------------------------+   |
|            | | 3   | Obtain positive identification from         |   |
|            | |     | visitor. Any type of photo identification   |   |
|            | |     | that has not expired is acceptable,         |   |
|            | |     | including a                                 |   |
|            | |     |                                             |   |
|            | |     | -   State drivers license                   |   |
|            | |     |                                             |   |
|            | |     | -   military identification card            |   |
|            | |     |                                             |   |
|            | |     | -   credit card (with photo)                |   |
|            | |     |                                             |   |
|            | |     | -   passport                                |   |
|            | +-----+---------------------------------------------+   |
|            | | 4   | Is the customer a veteran who is requesting |   |
|            | |     | information?                                |   |
|            | |     |                                             |   |
|            | |     | -   If yes, provide the information as per  |   |
|            | |     |     identification protocol guidelines.     |   |
|            | |     |                                             |   |
|            | |     | -   If no, provide information as           |   |
|            | |     |     appropriate to a third party request.   |   |
|            | +-----+---------------------------------------------+   |
|            | | 5   | After determining purpose of visit, try     |   |
|            | |     | using available computer based applications |   |
|            | |     | to obtain as much information as possible   |   |
|            | |     | relative to nature of visit                 |   |
|            | +-----+---------------------------------------------+   |
|            | | 6   | Continue with the Interview                 |   |
|            | +-----+---------------------------------------------+   |
|            | | 7   | Ensure the customer has no more questions   |   |
|            | |     | and properly close the interview            |   |
|            | +-----+---------------------------------------------+   |
+------------+---------------------------------------------------------+

+------------+---------------------------------------------------------+
| ###        | > Make full use of computer based application           |
| ## b. Vete | > capabilities to resolve issues *before* completing a  |
| ran's Assi | > Veteran's Assistance Inquiry (VAI)                    |
| stance Inq |                                                         |
| uiry (VAI) |                                                         |
+------------+---------------------------------------------------------+

Continued on next page

4\. The Interview Process, Continued

+------------+---------------------------------------------------------+
| #####      | > It is *highly* recommended that all customers         |
| c. Use of  | > complete a Visitor Intake Sheet prior to the          |
| Visitor In | > interview.                                            |
| take Sheet | >                                                       |
|            | > The protection of our veteran's and all of our        |
|            | > customers' privacy and personal data must always be   |
|            | > of paramount importance. We must continue to be       |
|            | > proactive in protecting the integrity of any and all  |
|            | > information exchanges between VA and our visitors.    |
|            | >                                                       |
|            | > The Visitor Intake Sheet provides a                   |
|            |                                                         |
|            | -   consistent means of privately identifying visitors  |
|            |     entering our facility,                              |
|            |                                                         |
|            | -   positive means of identifying our visitors, and     |
|            |                                                         |
|            | -   brief description of the purpose of the visit.      |
|            |                                                         |
|            |     ***Reference:*** You may access the Visitor Intake  |
|            |     Sheet at this link: New Intake Sheet                |
+------------+---------------------------------------------------------+

+------------+---------------------------------------------------------+
| #          | > In the event the visitor is unable to produce         |
| #### d. Pr | > acceptable positive identification, you may obtain    |
| oper Ident | > the necessary verification by asking the same         |
| ification  | > questions used for telephonic identification:         |
| of Visitor |                                                         |
|            | -   visitor's full name                                 |
|            |                                                         |
|            | -   social security number or claim number (as          |
|            |     indicated on Intake Sheet)                          |
|            |                                                         |
|            | -   date of birth                                       |
|            |                                                         |
|            | -   branch of service (as indicated on Intake Sheet)    |
|            |                                                         |
|            | -   EOD (month/year) or RAD (month/year)                |
|            |                                                         |
|            | > When using this method of verification, ensure you    |
|            | > verify the information provided by the visitor with   |
|            | > information contained in Share.                       |
+------------+---------------------------------------------------------+

+------------+---------------------------------------------------------+
| ##         | > Every effort should be made to complete the interview |
| ### e. Usi | > without the claims folder, making full use of all     |
| ng the Vet | > information made available through Share, MAP-D, and  |
| eran's Cla | > so forth.                                             |
| ims Folder |                                                         |
+------------+---------------------------------------------------------+

Continued on next page

4\. The Interview Process, Continued

+------------+---------------------------------------------------------+
| ##         | > If the customer is filing a claim:                    |
| ### f. Col |                                                         |
| lecting Ad | -   collect and date stamp any additional information   |
| ditional I |     or documentation provided, and                      |
| nformation |                                                         |
|            | -   promptly forward the information or documentation   |
|            |     to ensure that it is filed with the veteran's       |
|            |     claim.                                              |
+------------+---------------------------------------------------------+

+------------+---------------------------------------------------------+
| ####       | > For more information on informal claims, see M21-1MR, |
| # g. Infor | > Part II, 4.7                                          |
| mal Claims | >                                                       |
|            | > **Important Note:** The use of *VA Form 119, Report   |
|            | > of Contact* can be used to file an informal claim or  |
|            | > new claim (if a VA Form 21-526 has already been       |
|            | > filed).                                               |
+------------+---------------------------------------------------------+

#### 5. Tips For Successful Interviewing

+------------+---------------------------------------------------------+
| ##### In   | > This topic deals provides some general advice and     |
| troduction | > guidance for successful interviewing.                 |
+------------+---------------------------------------------------------+

+------------+---------------------------------------------------------+
| ##### C    | > December 17, 2008                                     |
| hange Date |                                                         |
+------------+---------------------------------------------------------+

+------------+---------------------------------------------------------+
| ##### a    | > Successful interviewers strive for the following      |
| . Strive f |                                                         |
| or Success | -   they take pride in doing a professional job,        |
|            |                                                         |
|            | -   they take pride in serving our nations veterans and |
|            |     their families,                                     |
|            |                                                         |
|            | -   they always show sensitivity and support to our     |
|            |     clients, and                                        |
|            |                                                         |
|            | -   they always conform to accepted practices of        |
|            |     honesty, integrity and good human relations.        |
+------------+---------------------------------------------------------+

+------------+---------------------------------------------------------+
| #          | -   Over talking and under listening                    |
| #### b. Fi |                                                         |
| ve Unforgi | ```{=html}                                              |
| vable Mist | <!-- -->                                                |
| akes of In | ```                                                     |
| terviewers | -   you will never learn, understand or get to the      |
|            |     bottom of the real reason for the visit             |
|            |                                                         |
|            | ```{=html}                                              |
|            | <!-- -->                                                |
|            | ```                                                     |
|            | -   Making decisions for those being interviewed        |
|            |                                                         |
|            | ```{=html}                                              |
|            | <!-- -->                                                |
|            | ```                                                     |
|            | -   interviewers are problem solvers, *not* decision    |
|            |     makers. Your role is to provide accurate            |
|            |     information to enable the customer to make a        |
|            |     well-informed decision.                             |
|            |                                                         |
|            | ```{=html}                                              |
|            | <!-- -->                                                |
|            | ```                                                     |
|            | -   Acting like a psychologist or clinical counselor    |
|            |     when you are not.                                   |
|            |                                                         |
|            | ```{=html}                                              |
|            | <!-- -->                                                |
|            | ```                                                     |
|            | -   while being supportive, caring and sensitive is     |
|            |     important, never provide any type of psychological  |
|            |     or medical advice to our clients.                   |
|            |                                                         |
|            | ```{=html}                                              |
|            | <!-- -->                                                |
|            | ```                                                     |
|            | -   Failing to keep information obtained during an      |
|            |     interview confidential.                             |
|            |                                                         |
|            | ```{=html}                                              |
|            | <!-- -->                                                |
|            | ```                                                     |
|            | -   you should always honor and be sensitive to the     |
|            |     privacy of the individual with which you are        |
|            |     dealing. Failure to do so, violates the privacy of  |
|            |     the individual and could be viewed as a violation   |
|            |     of the Privacy Act.                                 |
|            |                                                         |
|            | ```{=html}                                              |
|            | <!-- -->                                                |
|            | ```                                                     |
|            | -   Prying into the personal life of the individual you |
|            |     are assisting.                                      |
|            |                                                         |
|            | ```{=html}                                              |
|            | <!-- -->                                                |
|            | ```                                                     |
|            | -   Remember: You are striving for a professional       |
|            |     relationship with the client, not a personal one.   |
+------------+---------------------------------------------------------+

#### 6. Dealing With Unruly or Threatening Behavior

+------------+---------------------------------------------------------+
| ##### In   | > This topic provides some general guidance on how to   |
| troduction | > deal with visitors who become unruly or threatening,  |
|            | > including                                             |
|            |                                                         |
|            | -   reasons for negative behavior                       |
|            |                                                         |
|            | -   helpful tips, and                                   |
|            |                                                         |
|            | -   signs of possible negative behavior                 |
+------------+---------------------------------------------------------+

+------------+---------------------------------------------------------+
| ##### C    | > December 17, 2008                                     |
| hange Date |                                                         |
+------------+---------------------------------------------------------+

+------------+---------------------------------------------------------+
| ##### a.   | > There may be an occasion when your visitor becomes    |
| Background | > agitated or threatening during the interview process. |
|            | >                                                       |
|            | > Your response, demeanor, and reaction to this         |
|            | > behavior will play a major factor in calming the      |
|            | > visitor and ensuring a positive conclusion to the     |
|            | > interview                                             |
+------------+---------------------------------------------------------+

+------------+---------------------------------------------------------+
| ##### b.   | > Our customers contact us for a variety of reasons:    |
|  Reasons f | > inquiring of the status of their claims or because    |
| or Negativ | > they have questions regarding our numerous benefit    |
| e Behavior | > programs.                                             |
|            | >                                                       |
|            | > In the vast majority of cases, our contact with our   |
|            | > customers are positive ones. In rare instances when   |
|            | > we experience negative behavior from our customers,   |
|            | > it is usually a result of one or more of the          |
|            | > following:                                            |
|            |                                                         |
|            | -   They have expectations which were not met.          |
|            |                                                         |
|            | -   They feel we did not listen to them.                |
|            |                                                         |
|            | -   They were told one thing by a VA employee and told  |
|            |     something else by another.                          |
|            |                                                         |
|            | -   They acted upon something we told them and we were  |
|            |     wrong.                                              |
|            |                                                         |
|            | -   They feel like a victim and no one cares.           |
|            |                                                         |
|            | -   They are tired, stressed, or frustrated with the    |
|            |     process.                                            |
|            |                                                         |
|            | -   They were already upset at someone or something     |
|            |     else not related to VA.                             |
|            |                                                         |
|            | -   They were kept waiting too long.                    |
|            |                                                         |
|            | -   They were promised something by VA that was not     |
|            |     delivered.                                          |
+------------+---------------------------------------------------------+

Continued on next page

6\. Dealing With Unruly or Threatening Behavior, Continued

+------------+---------------------------------------------------------+
| #          | > When dealing with unruly or threatening behavior use  |
| #### c. He | > the following helpful tips:                           |
| lpful Tips |                                                         |
|            |   -------------------------- -------------------------- |
|            |   Do...                      Don't...                   |
|            |                                                         |
|            |   listen closely             interrupt the visitor      |
|            |                                                         |
|            |   maintain direct eye        gaze elsewhere or visually |
|            |   contact                    wander                     |
|            |                                                         |
|            |   adopt a positive body      show indifference          |
|            |   posture, voice tone, and                              |
|            |   facial expression,                                    |
|            |                                                         |
|            |   gently probe for           display an impatient or    |
|            |   information                condescending tone or      |
|            |                              demeanor                   |
|            |                                                         |
|            |   eliminate possible         take things personally     |
|            |   distractions                                          |
|            |                                                         |
|            |   remain patient and firm    allow the visitor to take  |
|            |                              control of the             |
|            |                              conversation               |
|            |   -------------------------- -------------------------- |
+------------+---------------------------------------------------------+

+------------+---------------------------------------------------------+
| ####       | > In most cases, you can look for potentially unruly    |
| # d. Signs | > behavior by observing the following non-verbal        |
|  of Possib | > communication:                                        |
| le Negativ |                                                         |
| e Behavior | -   flared nostrils,                                    |
|            |                                                         |
|            | -   clenched fists,                                     |
|            |                                                         |
|            | -   red face,                                           |
|            |                                                         |
|            | -   tense body posture,                                 |
|            |                                                         |
|            | -   tight lips,                                         |
|            |                                                         |
|            | -   agitated or loud voice, and/or                      |
|            |                                                         |
|            | -   wide open eyes                                      |
+------------+---------------------------------------------------------+

+------------+---------------------------------------------------------+
| ##### e. P | > Under *no* circumstances should you physically engage |
| hysically  | > with the visitor. If the visitor remains unruly or is |
| Engaging t | > physically threatening, *immediately* contact your    |
| he Visitor | > facility security personnel for assistance.           |
+------------+---------------------------------------------------------+

#### 7. Handling Informal Claims

+------------+---------------------------------------------------------+
| ##### In   | +----------------------------------------------------+  |
| troduction | | > This topic provides some general guidance on how |  |
|            | | > to handle informal claims.                       |  |
|            | +----------------------------------------------------+  |
+------------+---------------------------------------------------------+

+------------+---------------------------------------------------------+
| ##### C    | > December 17, 2008                                     |
| hange Date |                                                         |
+------------+---------------------------------------------------------+

+------------+---------------------------------------------------------+
| #####      | > 38 CFR 3.155(a) provides that an ***informal claim*** |
|  a. Defini | > is *any* communication or action that shows an intent |
| tion: Info | > to apply for benefits. This includes                  |
| rmal Claim |                                                         |
|            | -   Inquiry Routing and Information System (IRIS)       |
|            |     messages                                            |
|            |                                                         |
|            | -   telephone calls, and                                |
|            |                                                         |
|            | -   personal interviews                                 |
+------------+---------------------------------------------------------+

+------------+---------------------------------------------------------+
| ####       | > Employees must properly document and preserve for     |
| # b. Effec | > record purposes any customer contact that may         |
| tive Dates | > represent an informal claim for benefits. Failure to  |
|            | > properly document the claim may result in the         |
|            | > claimant not receiving the full amount of retroactive |
|            | > benefits he or she is due.                            |
|            | >                                                       |
|            | > The contact date will serve as the effective date of  |
|            | > entitlement to benefits if the claim is ultimately    |
|            | > approved.                                             |
+------------+---------------------------------------------------------+

+------------+---------------------------------------------------------+
| ##### c    | > The table below shows the steps to follow if no       |
| . Procedur | > formal application for disability or death benefits   |
| e for Taki | > was ever previously submitted.                        |
| ng an Info |                                                         |
| rmal Claim |   ------ ---------------------------------------------  |
|            |   Step   Action                                         |
|            |                                                         |
|            |   1      Advise the claimant to submit a formal claim   |
|            |          on the proper application within one year in   |
|            |          order to retain the date of receipt of the     |
|            |          informal claim as the possible award date      |
|            |   ------ ---------------------------------------------  |
+------------+---------------------------------------------------------+

Continued on next page

7\. Handling Informal Claims, Continued

+------------+---------------------------------------------------------+
| c\.        | +-----+---------------------------------------------+   |
| Procedure  | | S   | Action                                      |   |
| for Taking | | tep |                                             |   |
| an         | +-----+---------------------------------------------+   |
| Informal   | | 2   | Inform the veteran of the following options |   |
| Claim      | |     | to submit a formal claim:                   |   |
| (          | |     |                                             |   |
| continued) | |     | -   Via Veterans On-Line Application        |   |
|            | |     |     (VONAPP), or                            |   |
|            | |     |                                             |   |
|            | |     | -   Download application from VA Forms Page |   |
|            | |     |     (<http://www.va.gov/vaforms>). (Advise  |   |
|            | |     |     claimant to complete the form and       |   |
|            | |     |     submit to regional office of            |   |
|            | |     |     jurisdiction)                           |   |
|            | |     |                                             |   |
|            | |     | -   Mail the claimant a copy of the         |   |
|            | |     |     appropriate claim form                  |   |
|            | +-----+---------------------------------------------+   |
|            | | 3   | Send copy of any documentation (*VA Form    |   |
|            | |     | 119* or IRIS responses) to:                 |   |
|            | |     |                                             |   |
|            | |     | -   Designated Power of Attorney (if        |   |
|            | |     |     applicable), and                        |   |
|            | |     |                                             |   |
|            | |     | -   Claims folder                           |   |
|            | +-----+---------------------------------------------+   |
+------------+---------------------------------------------------------+

+------------+---------------------------------------------------------+
| ##### d.   | > For more information on informal claims, see M21-1MR, |
|  For More  | > Part III, ii.2.D.                                     |
| Informatio |                                                         |
| n on Infor |                                                         |
| mal Claims |                                                         |
+------------+---------------------------------------------------------+