Department of Veterans Benefits M27-1, Part I

Veterans Administration Change l7

Washington, D.C. 20420

June 2, 1983

Part 1, \"General,\" Department of Veterans Benefits Manual M27-1,
\"Veterans Services Division Operations,\" is changed as follows:

Page iv, paragraph lb: Add changes \"2,\" \"3,\" and \"7\" to M27-1,
part 1.

Page v: Remove this page and substitute page v attached. (Table of
Contents updated.)

Pages 1-1 and 1-1 through 1-4: Remove these pages and substitute pages
1-i and 1-1 through 1-2 attached.

Paragraph 1.01-Revised to more adequately express the mission of VSD\'s
(Veterans Services Divisions).

Paragraph 1.02-Revised to update the responsibilities of VSD\'S.

Paragraph 1.05-Deleted as information has been included in Part 11,
Chapter 3, Insurance Program.

Paragraph 1.07- Deleted as information has been included in Part 111,
Section 1, Fiduciary and Field Examination Program.

Paragraph 1.08-Deleted as information has been included in Chapter 6,
Quality Control. Paragraphs 1.10, 1.11 and 1.12-incorporated in Chapter
10, \"Training.\" ider for chapter 4: Delete \"Representation\" and
insert \"Presentation\".

Page 4-i, title: Delete \"REPRESENTATION\" and insert \"PRESENTATION\".

Page 4-1

Title. Delete \"REPRESENTATION\" and insert \"PRESENTATION\".

Paragraph 4.Ola, line 3: Delete \"representation\" and insert
\"presentation\".

Paragraph 4.03b, line 3: Delete \"representation\" and insert
\"presentation\". pages 10-i and 10-1 through 10-5: Insert these pages
attached. (This chapter is added to IC Pages and nontechnical training,
training coordinators, and reports.)

Due to extensive changes, brackets are not being used to identify new or
deleted material.

RESCISSIONS: Changes 2 and 3 to M27-1, part 1.

DOROTHY L. STARBUCK

Chief Benefits Director

Distribution: RPC: 2034 plus VBC, 1 each

FD EX: ASO and AR, 1 each

**Rescinded per Circular 20-96-1, dated February 23, 1996**

Department of Veterans Benefits M27- 1, Part I\
Veterans Administration Change 19\
Washington, D.C. 20420 December 9, 1983\
\
\
Part 1, \'General,\" Department of Veterans Benefits Manual M27-1,
\"Veterans Services Division Operations,\" is changed as follows:\
\
Page iv

Paragraph lb: Add \"changes 13 and 16 to M27-1, part I.\"

Paragraph 2: Add \"If 27-83-7\".

LI/Paragraph 3: Add \"DVB Circular 27-78-9\".

7-i and 7-1 through 7-12 and 7-App. A-1 through 7-App. A-3: Remove these
pages and substitute pages 7-i and 7-1 7-12 and 7-App. A-1 through
7-App. A-3 attached.

Paragraph 7.02c-Amended to clarify and expand scope of supervisory
review.

Paragraph 7.03b-Amended to show requirement to maintain AMIS backup data
for 12 months and to note that separate in­put segments will be required
for each VAMC.

Paragraph 7.13-Amended to show the new definition of a telephone action,
the procedures for collecting reportable phone calls, and the method for
determining the number of nonreportable calls.

Paragraph 7.15-Amended to show that only VLET transactions in response
to incoming correspondence are reportable as correspondence actions.

Paragraph 7.16-Amended to delete \"Educationally Disadvantaged\" as a
reportable end product.

Paragraph 7.17-Amended to clarify the Veterans Assistance Inquiry
reportable end product.

Paragraph 7.21-Amended to show the new title and definition and to
classify accounts prepared/audited into four separate categories.

Paragraph 7.22-Amended to add \"Debt Collection\" and \"Bankruptcy\" to
the classification of Nonprogram Field Ex­aminations.

Paragraph 7.25-Amended to define the new end product, \"Social Work
Service Report Reviews.\"

Paragraph 7.26c

Subparagraph (1) NOTE-Amended to show that the Equal Opportunity
compliance reviews routinely conducted at a sampling of non-IHL\'s apply
only to proprietary schools.

Subparagraph (2)-Amended to exclude from formal training hours the time
spent traveling to and from formal training sessions.

Subparagraph (7)-Amended to include desk audits (equal opportunity
activities) and Supervisory Terminal Operator d \"\' under \"Other
Measured Hours.\"

ages 8-i and 8-1 through 8-5: Remove these pages and substitute pages
8-i and 8-1 through 8-8 attached.

Paragraph 8.04-Amended to include item 13-068 of Records Control
Schedule VB-1, part 1, for disposal of statistical quality control
material.

M2 7- 1, Part I December 9, 1983

Change 19

Paragraph 8.05b(2)-Amended to show the need for further explanation for
significant changes reported in personnel or workload.

Paragraph 8.06-Amended to delete the requirement that VA Form 27-7288a,
Daily Record of Veterans Assistance In­terviews, be carried on the ward
for immediate recording of interviews conducted without benefit of a VA
Form 10-1225, Veterans Assistance Unit Record.

Paragraph 8.07d

Subparagraph (3)-Amended to change the procedure for indicating that a
folder was requested and to delete the re­quirement for reporting display
terminal actions.

Subparagraph (9)-Amended to reflect the change to one timeliness
category for interviews.

Subparagraph (1 5)-Amended to delete the requirement to show the number
of VA Form 10-1 225 cards changed from no see\" to \"see.\"

Paragraph 8.08-Amended to explain the use of VA Form 27-7288b, Veterans
Services Activities-Telephone Actions, with call counters, and to
reflect the change in the definition of a reportable telephone call.

Paragraph 8.09 a and b-Amended to clarify the procedures for recording
correspondence actions.

Paragraphs 8.10 through 8.12-Added to explain procedures for completing
VA forms relating to the collection of statistical data for the
Fiduciary and Examination act

RESCISSIONS: DVB Circular 27-78-9; Interim Issue 27-83-7; and changes 13
and 16 to M27-1, part I.

DOROTHY L. STARBUCK

Chief Benefits Director

Distribution: RPC: 2034 plus VBC, I each

FD EX: ASO and AR, I each

**Rescinded per Circular 20-96-1, dated February 23, 1996**

Department of Veterans Benefits M27.1, Part I\
Veterans Administration Change 20\
Washington, D.C. 20420\
June 15, 1984\
\
Part 1, \"General,\" Department of Veterans Benefits Manual M27-1,
\'Veterans Services Division Operations,\" is changed as follows:

Page iv, paragraph 2: Add \"II 27-82-,\".

Pages 3-5 through 3-9: Remove these pages and substitute pages 3-5
through 3-9 attached.

Paragraph 3.06a(6)-Adds the requirement that Veterans Services Division
personnel include their titles when certifying the validity of documents
submitted as evidence.

Paragraph 3.08b

Subparagraph (2)-Specifies the diagnostic codes on temporary 100 percent
ratings which do not qualify veterans for commissary letters.

Subparagraph (2)(c)-Clarifies the use of the FL 27-656b.

Paragraph 3.09b(3)-Adds provision of Public Law 96-342, \"Department of
Defense Authorization Act, 1981,\" that veterans must serve at least 24
months of an original enlistment after September 7, 1980, to be eligible
for loan guaranty

Page 7-4, paragraph 7.08d, line 4: After \"unit,\" add \"Similarly,
within the Field Section, supervisory hours should be I the units in
which the supervision occurs\".

Pages 7-5 and 7-6: Remove these pages and substitute pages 7-5 and 7-6
attached.

Paragraph 7.13d-Clarifies that the annual study to determine the
percentage of nonreportable calls applies only to lines outside the TIU
with call counters in use.

Paragraph 7.14a-Clarifies the definition of a personal interview.

Page 7-8, paragraph 7.15(2)(b), lines 3 and 4: Delete \"VA Forms 26-8320
\... Benefits;\"

Pages 7-11. and 7-12: Remove these pages and substitute pages 7-11 and
7-12 attached.

Paragraph 7.24a-Clarifies the definition of legal actions.

Paragraph 7.26c(7)-Adds instructions for reporting hours for estate
administration duties.

Page 8-1, paragraph 8.05a, line 2: Delete \"27-26\" and insert
\"20-0364\".

Page 8-4, paragraph 8.08

Subparagraph a

Line 4: delete \"multiple \... applicable,\"

Line 5: delete period after \"calls\" and add\", if applicable.\"

Subparagraph b, line 4: Delete \"with multiple \... category\".

Page 9-9, paragraph 9.12c, line 2: Delete \"27-25\" and insert
\"20-0363\".

M27-1, Part I June l5,1984

Change 20

Page 10-2, paragraph 10.04b

Subparagraph (5)-Delete this subparagraph.

Subparagraphs (6) and (7)-renumber subparagraphs No. (6) and (7) to (5)
and (6), respectively.

Pages 10-3 and 10-4: Remove these pages and substitute pages 10-3
through 10-4 attached.

Paragraph 10.05-removes the requirement for an annual training report,
RCS 20-0361 (formerly 27-20).

RESCISSION: 11 27-82-1.

DOROTHY L. STARBUCK

Chief Benefits Director

Distribution: RPC: 2034 plus VBC, I each

FD EX: ASO and AR, I each

Department of Veterans Benefits M27-1,Part I\
Veterans Administration Change 22\
Washington, D.C. 20420\
November 30, 1984\
\
Part 1, \"General,\" Department of Veterans Benefits Manual M27-1,
\"Veterans Services Division Operations,\" is changed as follows:

Page v: Remove this page and substitute page v attached. (Table of
Contents updated.)

Pages 11-i and 11-1 through 11-7: Insert these pages attached. (The
material contained in these pages was formerly located in chapter 3 to
part 11. The chapter has been updated and minor editorial changes made.)

Paragraph 11.07b-revises procedures for processing VA Form 29-357, Claim
for Disability Insurance Benefits, at VA medical centers.

Paragraph 11.08c-clarifies instructions to veterans applying for the
Total Permanent Disability Provision on USGLI (United States Government
Life Insurance).

Paragraph 11.09a-eliminates specific reference to USGLI claims.

Paragraph 11.12a-clarifies eligibility requirements for VGLI (Veterans
Group Life Insurance).

Paragraph 11.12c-includes reference to VA Pamphlet 29-74-3, Information
Pamphlet for Converting Your Serv­icemen\'s Group Life Insurance to
Veterans\' Group Life Insurance.

Paragraph 11.12d-revises procedures for sending VGLI applications to
recently separated veterans.

Paragraph 11.12e-eliminates reference to veterans separated after August
1, 1974.

Paragraph 1 1. 1 2f-Former paragraph 1 1. 12f explaining limited
eligibility of veterans separated April 3, 1970 and later has been
eliminated and paragraph 11.12g renumbered.

Paragraph 11.13-rephrased for clarity.

Paragraph 11.15c-form number and name for obtaining cash value and
policy loan have been changed.

Paragraph 11.16a(4)-St. Paul regional office and insurance center\'s
telephone number is changed.

DOROTHY L. STARBUCK

Chief Benefits Director

Distribution: RPC: 2034 plus VBC, 1 each

FD EX: ASO and AR, 1 each

Publication Date: January 17, 1985

Department of Veterans Benefits M27-1, Part I\
Veterans Administration Change 23\
Washington, D.C. 20420 December 13, 1984

Part 1, \"General,\" Department of Veterans Benefits Manual M27-1,
\"Veterans Services Division Operations,\" is changed as follows:

/ Page 3-1, paragraph 3.02b, lines 5 and 6: Delete \"VA Pamphlet
20-70-2, Public Records Directory,\" and insert \"Department of Health
and Human Services Publication No. (PHS) 84-1142, \'Where To Write for
Vital Records.\'

/page 7-8, paragraph 7.17

Subparagraph c(l), lines 1 and 2: After \"benefits\" delete
\"provided\... Code\".

Subparagraph c(2), lines 1 and 2: After \"inquiry\" delete
\"concerning\... system.\" and insert \"which must be controlled \'but
does not concern VA monetary benefits. This includes insurance inquiries
relative to chapter 19 of title 38, United States Code.\"

Pages 8-3 through 8-6: Remove these pages and substitute pages 8-3
through 8-6 attached.

Paragraph 8.09-clarifies instructions for recording bulk mailouts on VA
Form 27-7288c, Daily Record of Veterans Assistance Activities
Correspondence.

DOROTHY L. STARBUCK

Chief Benefits Director

Distribution: RPC: 2034 plus VBC, 1 each

FD EX: ASO and AR, 1 each

Department of Veterans Benefits M27-1, Part I\
Veterans Administration JAN 26 1986 Change 27\
Washington, DC 20420 November 4, 198S

Part 1, \"General,\" Department of Veterans Benefits Manual M27-1,
\"Veterans Services Division Operations,\" is changed as follows:

Pages 2-i and 2-1: Remove these pages and substitute pages 2-i and 2-1
and 2-2 attached. (Ch. 2 is revised to include staffing and organization
chart guidelines. Because of extensive changes bracketing was
impractical.)

R. J. VOGEL

Chief Benefits Director

Distribution: RPC: 2034 plus VBC, 1 each

FD EX: ASO and AR, I each

Printing Date: 12/85

Department of Veterans Benefits M27-1, Part I\
Veterans Administration Change 28\
Washington, DC 20420 October 23, 1986

Part 1, \"General,\" Department of Veterans Benefits Manual M27-1,
\"Veterans Services Division Operations,\" is changed as follows:

Pages 12-i and 12-1 through 12-S: Remove these pages and substitute
pages 12-i and 12-1 through 12-5 attached.

Paragraph 12.08-discontinues the requirement to maintain VA Form
27-8436, U.S. Veterans Assistance Center Record Card, and to attempt to
locate educationally disadvantaged veterans\' telephone numbers. VADS 1
3 listings will also be discontinued.

Paragraph 12.10-reinserts policy for itinerant services.

Paragraph 12.11-establishes outreach services program to homeless
veterans.

RESCISSION: Interim Issue 27-85-3.

R.J. VOGEL

Chief Benefits Director

Distribution: RPC: 2034

FD EX: ASO and AR, I each

Printing Date: 12/86

Department of Veterans Benefits M27-1, Part I\
Veterans Administration Change 30

Washington, DC 20420 December 15, 1987

1\. Part 1, \"General,\" Department of Veterans Benefits Manual M27-1,
\"Veterans Services Division Operations,\" is changed as follows:

Chapter 7, \"Work Measurement\" is renamed \"Productivity Measurement,\"
and is reorganized and revised to clarify in­structions, delete obsolete
materials, and incorporate new information. Even though disposition
instructions are provided in this change, stations are reminded that
until the moratorium concerning the destruction of VA records is lifted,
these records will maintained until further notice. Brackets have not
been used to identify new or revised material.

Page iv, paragraph 3: Add \"DVB Circular 27-84-3\".

Pages 7-i and 7-1through 7-12 and 7-App. A-1 through 7-App. A-3. Remove
these pages and substitute pages 7-i, 7-ii, 7.1 through 7-11 attached.

Paragraph 7.02e-amended to delete reference to teletype transmission of
AMIS (Automated Management Information System) data. Transmission may be
via SMART (Segment Manipulation and Retrieval Technique) effective with
fiscal year 1986. Also amended to clarify supervisory responsibilities
in reviewing AMIS output reports.

Paragraph 7.03a-amended to show revised breakout of VSD (Veterans
Services Division) productivity computations.

Paragraph 7.03b-amended to clarify that AMIS backup data for subordinate
locations is to be maintained in VSD.

Paragraph 7.04-rewritten to identify Budget & FPMS (Federal Productivity
Measurement System) workload in­dicators used in VSD.

Paragraph 7.OS-rewritten to explain productivity computations used in
the DVB (Department of Veterans Benefits) Productivity Measurement
System. Base year weights (both local and standard) are being used in
place of work rate stand­ards to generate weighted output in lieu of
total standard man-hours produced.

Paragraph 7.06-added to explain factors to be considered in evaluating
VSD productivity.

Subchapter II. Staff-Hour Reporting-rewritten to reflect changes to the
AMIS input segments. PAID (Personnel and Accounting Integrated Data) GOE
(General Operating Expense) Hours are no longer a station input item,
since they are being captured via linkage to the PAID system on a
bi-weekly cycle. Borrowed Time, Loaned Time, Non-GOE Hours and
Unmeasured Hours are station input items. Borrowed Time and Loaned Time
will affect the computation of productivity indexes. For example, since
EVR\'s (Eligibility Verification Reports) processed in VSD generate
weighted output in Ad­judication, the time spent in this activity will be
loaned on an actual hours basis to the Adjudication Division. These
hours will be reflected as \"Loaned Time\" on AMIS Report 3OA1, VSD
Staff Utilization Data, and will be subtracted from PAID GOE Hours in
computing VSD total GOE FTE (full-time equivalent) employees and
productivity indexes.

Paragraph 7.11-amended to reflect the name change from \"Other Actual
Hours\" to \"Unmeasured Hours.\" The time expended on other actual hours
in fiscal year 1985 is included in the local and standard base weights
on a proportionate basis. Effective with fiscal year 1986, weighted
workload is generated for other actual hours with each veterans
assistance contact, F&FE (fiduciary and field examinations) action, and
liaison/compliance action reported. It is anticipated that unmeasured
hours will be reported in approximately the same proportion that they
were performed in the base period.

Paragraph 7. 1 1 b-amended to show that prior Central Office approval is
not required for reporting unmeasured hours.

Paragraph 7.llc

Subparagraph (2)-amended to show that attendance at national conventions
is now reportable as \"Authorized Absence Hours.\" This does not include
time expended at VSO Workshops; which is reportable as \"Formal
Training.\"

M27-1, Part I December 15, 1987

Change 30

Subparagraphs (3) and (4)-amended to reflect that TIA (Telephone
Interview Activity) calls and personal interviews associated with
Privacy Act/FOIA (Freedom of Information Act) activities and work-study
verification are no longer ex­cluded as reportable end products. All of
the actual time associated with the Privacy Act/FOIA and work-study
verifica­tion activities, however, is reportable as \"Unmeasured Hours,\"
including that time spent in producing TIA calls or per­sonal interview
end products.

Subparagraph (6)-amended to show that actual time spent on special field
examinations is reportable as \"Unmeasured Hours.\" The number of
special field examinations is also reported for productivity computation
purposes.

Subparagraph (7)-amended to show an expanded list of reportable \"Other
Unmeasured Hours.\"

Paragraph 7.12-amended to reflect the new terminology associated with
the revised productivity measurement system. The paragraph \'Eligibility
Determinations for Loan Guaranty Benefits\" has been deleted, as
eligibility determinations are no longer reportable. Time expended on
this activity should be loaned on an actual hours basis to the Loan
Guaranty Division.

Paragraph 7.13-added to clarify the definition and computation of TIA
telephone interviews. Included in that com­putation are incoming calls
received on \"Special Service Lines\" which are routed through
electronic management informa­tion systems.

Paragraph 7.14b-amended to show that personal interviews related to
work-study and Privacy Act/FOIA matters are reportable end products.
Also amended to clarify that minor elements of the interview process
which do not include a \"face-to-face conversation\" are not full and
complete interviews, and are not reportable end products. Such instances
in­clude receiving change of address forms, Target processing of such
forms, accessing Target to determine veteran status, etc. However, short
interviews which meet the definition of a reportable end product are
reportable; e.g., a veteran re­questing a copy of a document from the
claims folder.

Paragraph 7.15-amended to delete subclassification of correspondence.

Paragraph 7.16c

Subparagraph (l)-amended to include certification of institutional award
payees under the classification for program field examinations.

Subparagraph (1)(a)-amended to add \"Original\" and \"Successor\" as
subclassifications of initial appointment field ex­aminations.

Subparagraph (1)(b)-amended to delete references to \"Adult\" and
\"Minor\" field examinations. Also amended to add \"Scheduled\" and
\"Unscheduled\" as subclassifications of fiduciary-beneficiary field
examinations.

Subparagraph (2)-amended to delete subclassification of nonprogram field
examinations.

Subparagraph (3)-amended to reflect the change that \"Actual Hours\"
expended on special field examinations are reported for statistical
purposes only.

Paragraph 7.17-amended to include \"Accounts Prepared/Audited\" as a
part of the \"F&FE Actions\" workload in­dicator.

Subchapter IV. Miscellaneous Workload Reporting-added to highlight the
distinction between end products (Budget & FPMS workload) and
miscellaneous workload (statistical) data.

Paragraph 7.19-added to clarify the differences between end product
reporting and miscellaneous workload data. Also, to highlight the need
for accuracy and validity in reporting statistical data.

Paragraph 7.20-amended to delete subclassification of Veterans
Assistance Inquiries for AMIS reporting purposes.

2

December 15, 1987 M27-1, Part I

Change 30

Paragraph 7.22b-amended to delete actual hours of public transportation
as a classification of \"Travel.\" Also amended to delete the reference
to supervisory hours which are no longer reported in AMIS.

Paragraph 7.23-added to provide a definition of \"Wards on Rolls\" and
to clarify that this information is not a manual station input item.

Paragraph 7.24-definition changed to delete \"Nonfiduciary Matters\" as
a criterion for reporting court appearance time as unmeasured hours. The
number of court appearances is also reportable for statistical purposes.

Paragraph 7.27-added to provide instructions for reporting equal
opportunity reviews.

RESCISSION: DVB Circular 27-84-3.

R.J. VOGEL

Chief Benefits Director

Distribution: RPC: 2034

FD EX: ASO and AR, I each

3

Department of Veterans Benefits M27-1, Part I\
Veterans Administration Change 32\
Washington, DC 20420\
January 11, 1989

1\. Part 1, \"General,\" Department of Veterans Benefits Manual M27-1,
\"Veterans Services Division Operations,\" is changed as follows:

Chapter 3, \"Office Administration,\" is revised to incorporate
outstanding interim issues, delete obsolete materials, and incorporate
new information. Even though disposition instructions are provided in
this change, stations are reminded that until the moratorium concerning
the destruction of VA records is lifted, these records will be
maintained until further notice. Brackets have been used to identify new
or revised material.

Page iv

Paragraph I (b): Add \"M27-1, part 1, change 18 and erratum dated
January 4, 1984.\"

Paragraph 2: Add \"Interim Issues 27-87-4, 27-87-6, 27-88-l.\"

Pages 3-1 through 3-9: Remove these pages and substitute pages 3-1
through 3-10 attached.

Paragraph 3.02b- amended to delete reference to VA Pamphlet 20-70-2,
Public Records Directory, which has been rescinded and replaced by the
Department of Health and Human Services Publication No. (PHS) 87-1142,
\"Where to Write for Vital Records.\"

Paragraph 3.02c-amended to instruct VSD personnel not to call NPRC/RCPAC
for any reason. Requests for information will be made by the station
Military Records Specialist.

Paragraph 3.02e(3)-revised to show change in name and number of Privacy
Act disclosure notice.

Paragraph 3.03b(6) - DVB Circular 20-75-92 added to list of references
which deal with release of information.

Paragraph 3.04-subparagraph describing use of VA Form 27-8509, Veterans
Assistance Diary, is deleted as the form has been rescinded.

Paragraph 3.06b- revised to clarify instructions for assisting
applicants in completing VA Form 10-10, Application for Medical
Benefits.

Paragraph 3.07e- added to encourage use of pattern letters and
paragraphs.

Paragraph 3.08c(l)-amended to instruct the VSO to include SF 15, Claim
for 10-Point Veterans Preference, with each civil service preference
letter issued.

Paragraph 3.08c(4) -revised to clarify wording of civil service
preference letters issued to the spouse of a veteran.

Paragraph 3.08c(7)-revised to clarify which VLET letters will be used
for civil service preference requests.

Paragraph 3.09- revised to clarify instructions to Veterans Services
personnel who issue certificates of eligibility for loan guaranty
benefits.

M27-1, Part I January 11, 1989

Change 32

RESCISSION: Interim Issues 27-87-4, 27-87-6, and 27-88-1 and change 18
to M27-1, Part I and erratum thereto dated January 4, 1984.

R.J. VOGEL

Chief Benefits Director

Distribution: RPC: 2034

FD EX: ASO and AR, I each

2

Veterans Benefits Administration Errata to M27-1, Part I

Department of Veterans Affairs Change 34

Washington, DC 20420 January 7, 1991

ERRATA

Change 34, dated June 7, 1990, to Part I, Manual M27-I, \"Veterans
Services Division General

Operations,\" is corrected as follows:

[Page 1]{.underline}, paragraph 2: Delete \"vii\" and insert \"v\".

> [Page 1]{.underline}, paragraph 4, line 2: Delete \"not\" and insert
> \"now\".

[Page iv]{.underline}, paragraph l.b., line 14: after \"January 4,
1984\" Add: \"and 9\".

> [Page iv]{.underline}, paragraph 2., Delete: lines \"5, 12 and 13\".

[Paqe vii]{.underline}, line 12: \"9. Work-Study Allowance Program\"
change it to read: \"9. \[Work-Study Allowance\] Program\"

[Page 9i]{.underline}, Contents title: \"CHAPTER 9. WORK-STUDY ALLOWANCE
PROGRAM\" change it to read: \"CHAPTER 9. \[WORK-STUDY ALLOWANCE\]
PROGRAM\".

Page 9i, line 6: \"9.03 The Work-Study Allowance Program Coordinator\"
change it to read: \"9.03 The \[Work-Study Allowance\] Program
Coordinator\".

[Page 9-1]{.underline}, paragraph 9.03 title: \"9.03 THE WORK-STUDY
\[ALLOWANCE PROGRAM\] COORDINATOR\" change it to read: \"9.03 THE
\[WORK-STUDY ALLOWANCE\] PROGRAM COORDINATOR\".

> [Page 9-2]{.underline}, paragraph 9.04a, line 1: after \'la. \[A
> Student\]

applying for \[a\]\" ADD: \"VA\".

> Page 9-2; paragraph 9.04d, line 2: after \"100 hours of

services during\" ADD: \"a term and subsequently desires to

complete 100 additional hours of services during\".

> Page 9-4. paragraph 9.05a(3), line 1: Change \"\[3)1\" to

read. It \"\[(3)\]\".

[Page]{.underline} [9-4]{.underline}, paragraph 9.05a(5)(a), line 1:
after \"assessment\" ADD: \"of the\".

[Paqe]{.underline} 9-4. Paragraph 9.06a, line 5: Delete \"applicant\"
and insert. \"applicable\".

LOCAL REPRODUCTION AUTHORIZED

Errata to M27-1, Part 1 January 7, 1991

Change 34

[Paqe]{.underline} 9-5, paragraph 9.09b, line 1: after \"three-quarter\"
ADD: \"time\".

[Page 9-6]{.underline}, paragraph 9.09c, line 4: Change \"received.\],,
to read: \"received.\"

[Page 9-6]{.underline}, paragraph 9.09d, line 3: \"multiplies\" change
it to read: \"multiplied\".

[Page 9-6]{.underline}, paragraph 9.09e, line 1: \"not\" change it to
read: \"note\".

[Page 9-7]{.underline}, paragraph 9.llb(l), line 1: delete
\"accordance\" and insert: \"cooperation\".

[Paqe]{.underline} 9-8, paragraph 9.12, title: \"9.12 ANNUAL SALARY\"
change it to read: \"9.12 ANNUAL SURVEY\".

[Page 9-8]{.underline}, paragraph 9.12c, line 1 through line 3: delete
\"Deputy Chief Benefits Director for Field Operations by telephone. Such
requests will be forwarded to Veterans Assistance Service (272) for

consideration.\" and insert: \"appropriate area Director (201A, B, C, or
D/272).\"

Distribution: RPC: 2034

FD EX: ASO and AR 1 each

Department of Veterans Affairs M27-1, Part I Veterans Benefits
Administration Change 34

Washington, DC 20420 June 7, 1990

Part 1, \"General,\" Veterans Benefits Administration Manual M27-1,
\"Veterans Services Division General Operations,\" is changed as
follows:

Cover page and pages ii through v: Remove these pages and substitute
cover page and pages ii through v attached.

Pages 9-i and 9-1 through 9-9: Remove these pages and substitute pages
9-1 and 9-1 through 9-8 attached. (New chapter 7 and 9 dividers are also
attached.)

Terminology throughout the chapter has been changed to indicate that
dependents receiving benefits under chapter 35 U.S.(:. (United States
Code), and Selective Reservists receiving benefits under chapter 106,
title 10, U.S.C., are now for the Work-Study Allowance Program as well
as veterans in receipt of benefits under chapters 30,31, and 32, title
38, U.S.C.

Paragraph 9.0la Changes the name from the \'Veterans Student Services\"
Program to the \"Work-Study Allowance\" Pro­gram.

Paragraph 9.02a Changes the work-study eligibility training rate from
full time to 3/4 time or higher.

Paragraph 9.03b(9)-incorporates new titles for the Veterans Benefits
Administration, Veterans Health Service and Re­search Administration and
the National Cemetery System.

Paragraph 9.04e-provides instructions for maintaining work-study
applications in DEA (dependents\' educational assist­ance) files as well
as in claims and R&E (rehabilitation and education) files.

Paragraph 9.05a(3)-excludes chapter 35 students attending school in the
Philippines.

Paragraph 9.06a explains the authority to base work-study allowance
payments on the higher of the Federal minimum wage or the State minimum
wage; provides the appropriate effective dates for payment of the new
rates; and includes reference to section 1685 (a) of title 38, U.S.C.,
for authorization of payment of minimum wage.

Paragraph 9.06b-provides an example of payment computation using the new
Federal minimum wage rate.

Paragraph 9.06c(l)-changes the number of contract hours available to a
student participating in the Work-Study Allow­ance Program from 250 hours
to 25 times the number of weeks in the applicable enrollment period.

Paragraph 9.07a-establishes new aggregate service amounts that may be
performed by work-study participants during or between a period of
enrollment to 25 times the number of weeks in the applicable enrollment
period.

Paragraph 9.07b-increases the total amount of aggregate hours permitted
in a 12-month period from 750 to 1300.

Paragraph 9.08b and 9.08b(2)-provides that terminated or completed
timecards be sent initially to the Work-Study Al­lowance program
Coordinator with subsequent referral to the Finance Officer to effect
payments.

Paragraph 9.09a-directs work-study coordinators to take steps that would
assist students avoid overpayments in cases of unscheduled termination
of work.

Paragraph 9. 10c(2)(a)-provides for the additional outreach assignment
of chapter 106, title 10, U.S.C., educational bene­fit recipients to DOD
(Department of Defense) facilities where they must engage in VA outreach
which essentially entails the active dissemination of information on VA
benefits and services.

Paragraph 9.1 Ic-includes the Records Control Schedule item number for
disposition of work-study files.

June 7,1990 M27-1, Part I

Change, 34

RESCISSIONS: Changes 10,11,15 and 25 to M27-1, part I and Interim Issues
27-86-4, 27-87-1, and 27-87-5.

D\'WAYNE GRAY

Chief Benefits Director

Distribution: RPC: 2034

FD EX: ASO and AR, 1 each

2

Veterans Benefits Administration M27-1, Part I\
Department of Veterans Affairs Change 35\
Washington, DC 20420 July 2, 1990

Part 1, \"Veterans Services Division General Operations,\" Veterans
Benefits Administration Manual M27-1, \"Veterans Services Division
Operations,\" is changed as follows:

Pages 3-9 and 3-10: Remove these pages and substitute pages 3-9 and 3-10
attached.

Instructions for employees who issue certificates of eligibility for
Loan Guaranty benefits are expanded to include requirements for quality
control and training.

D\'WAYNE GRAY

Chief Benefits Director

Distribution: RPC: 2034

FD EX: ASO and AR, I each

Veterans Benefits Administration M27-1, Part I\
Department of Veterans Affairs Change 36\
Washington, DC 20420 November 15, 1990

1\. Part 1, \"General,\" Veterans Benefit,, Administration Manual 27-1,
\"Veterans Services Division Operations,\" is changed as follows:

Page iv, paragraph I b- Add \"M27- 1, Part 1, change 3 1

Pages 8-i and 8-1 through 8-7: Remove these pages and substitute pages
8-i and 8-1 through 8-7 attached

Chapter 8, \"Statistical Reporting,\" is revised to delete obsolete
materials and to incorporate new material. Brackets have not been used
to identify new or revised material. Significant changes include:

Paragraph 8.06d-added to clarify that all logs listed in this chapter
may be maintained as computer/word processor records.

Paragraph 8.07c(3)-amended to make optional the reporting of notations
to indicate interviews for which a claims folder is re­quested.

Paragraph 8.08-clarifies use of VA Form 27-7288b, Veterans Services
Activities Telephone Actions.

Paragraph 8.10-creates instructions for completion of VA Form 27-7288f,
Daily Record of Veterans Services Activities-Privacy Act/Freedom of
Information Act.

Paragraph 8.1-creates instructions for completion of VA Form 27-7288g,
Daily Record of Veterans Services Activities-Educa­tion Enrollment
Verifications.

Eliminates instructions for completion of VA Form 27-8038, Worksheet 1,
Veterans Services-Estate Administration (discontin­ued), and VA Form
27-8038a, Worksheet 2, Veterans Services-Estate Administration
(discontinued).

2\. RESCISSIONS- Change 31 to M27- 1, part 1.

D\'Wayne Gray

Chief Benefits Director

Distribution: RPC: 2034

FD EX: ASO and AR, I each

Veterans Benefits Administration M27-1, Part I\
Department of Veterans Affairs Change 37\
Washington, DC 20420\
July 2, 1991

1\. Part 1, \"General,\" Veterans Benefits Administration Manual 27-1,
\"Veterans Services Division Operation,\" is changed as follows

Pages 3-7 and 3-8: Remove these pages and substitute pages 3-7 and 3-8
attached

Jurisdiction for Civil Service Preference letters is transferred from
Compensation and Pension Service (2 1 to Veterans Assistance Service
(27) and letters are renumbered accordingly

D\'Wayne Gray

Chief Benefits Director

Distribution RPC 2034

ED EX ASO and AR, I each

Printing Date to 91

Veterans Benefits Administration M27-1, Part I\
Department of Veterans Affairs Change 38\
Washington, DC 20420 May 8, 1992

1\. Part 1, \"General,\" Veterans Benefits Administration Manual M27-1,
\"Veterans Services Division Operations,\" is changed as follows:

Page iv, paragraph I b: Add \"M27- 1, Part 1, change 30\".

Page vii, chapter 7: Delete \"Productivity Measurement\" and insert
\"\[Productivity, Work Measurement, and Reporting\]\".

Pages 7-i through 7-11: Remove these pages and substitute pages 7-i
through 7-3, and App. 7A-1 through App. 7C-1 attached.

Chapter 7, \"Work Measurement\", is renamed \"Productivity, Work
Measurement, and Reporting\", and is reorganized and revised to delete
obsolete materials and to incorporate new information and instructions.
Brackets have not been used to identify new or revised material.
Significant changes include:

Paragraph 7.03-amended to clarify VBA Gross Productivity Measurement
System terms.

Paragraph 7.04-amended to clarify factors to be considered in evaluating
VSD (Veterans Services Division) productivity.

Paragraph 7.05-adds work measurement system terms and definitions.

Paragraphs 7.06, 7.07, and 7.08-add instructions for DOOR (Distribution
of Operational Resources) system reporting.

Appendix 7A-added to show standard base weight computations used in VSD.

Appendix 7B-added to show VBA Gross Productivity Measurement System
workload indicators used in VSD.

Appendix 7C-added to show VBA Work Measurement System workload
indicators used in VSD.

2\. RESCISSION: Change 30 to M27-1, part I.

By Direction of the Chief Benefits Director

Director

Veterans Assistance Service

Distribution: RPC: 2034

FD EX: ASO and AR, I each

Printing Date: 6/92

Department of Veterans Affairs M27-1, Part I\
Veterans Benefits Administration Change 39\
Washington, DC 24020 September 16, 1992

1\. Part I, \"General,\" veterans Benefits Administration Manual 27-1,
\"Veterans Services Division General Operation,\" is changed as follows:

Page 4-i and 4-1: Remove these pages and substitute pages 4-i, 4-1 an(\]
4-2 attached.

Paragraph 4.02 is revised to conform to the Court of Veterans Appeals
directive regarding VA employee\'s \"duty to assist.\"

2\. RESCISSIONS: M27-1, Part I and M27-1, Part I, Change 9.

By Direction of the Chief Benefits Director

David A. Brigham

Director

Veterans Assistance Service

Distribution: RPC: 2034

FD EX: ASO and AR, 1 each

Veterans Benefits Administration M27-1, Part I\
Department of Veterans Affairs Change 41\
Washington, DC 20420 April 1, 1993

Part I, \"General,\" Veterans Benefits Administration Manual M27-1,
\"Veterans Services Division Operations,\" is changed as follows:

Page 6A-3, para. 6A.08: Following \"Evaluation\" insert \"Listing\".

Page 6A-4, para. 6A.09: Delete \"Exception Sheet\" and \"Evaluation
Worksheet\".

Pages 6-i and 6-ii, 6C-1 through 6C-7, 6D-1 through 6D-2, 6-App. B-1
through 6-App. B-10 and 6-App. C-1: Remove these pages and substitute
6-i and 6-ii, 6C-1 through 6C-4, and 6-App. B-1 through 6-App. B-16
attached.

Chapter 6, Section C, \"Fiduciary and Field Examination Activities\" and
Appendix B, \"Quality Evaluation Standards for the Fiduciary and Field
Examination Program\" are revised to incorporate outstanding interim
issues, delete obsolete material, and incorporate new information and
instructions. Brackets have not been used to identify new or revised
material. Significant changes include:

Paragraphs related to sample size for SQC (Statistical Quality Control),
SQC selection and listing have been eliminated due to automation of the
activities by the FBS (Fiduciary-Beneficiary System).

Paragraphs related to AQLs (Acceptable Quality Levels) have been
eliminated. AQLs are not customer-oriented measures and may, in some
instances, deter the development of new initiatives to improve the
timeliness and quality of F&FE (Fiduciary and Field Examination)
actions.

Paragraphs outlining work units subject to elapsed time, measurement of
elapsed time and elapsed time standards have been modified to eliminate
any discussion of accountings. Accountings are no longer subject to
elapsed time reporting. Timeliness should, however, be reviewed in
conjunction with overall management of F&FE activities.

Measurement of elapsed time for field examinations has been modified to
make the timeliness standard more customer oriented. Measurements,
explained in FBS terms, are discussed in newly designated paragraph
6C.07.

Discussion of pending workdays has been deleted from the chapter on the
premise that pending workdays is not a quality assurance issue. Review
of pending workdays is a management tool to be used in conjunction with
overall management of F&FE activities.

M27-1, Part I April 1, 1993

Change 41

Section D and Appendix C have been deleted. Formal quality review of EO
(Equal Opportunity) workload is not warranted due to its being a
relatively minor segment of overall VSD (veterans Services Division)
workload. Eo workload should be reviewed as part of overall management
of VSD activities. Veterans Assistance Service (273) will continue to
review and monitor the EO complaint process.

By Direction of the Under Secretary for Benefits

Veterans Assistance Service

Distribution: RPC: 2034

FD EX: ASO and AR, I each

Veterans Benefits Administration M27-1, Part I\
Department of Veterans Affairs Change 42\
Washington, DC 20420 October 14, 1993

Part I, \"General,\" Veterans Benefits Administration Manual M27-1,
\"Veterans Services Division Operations,\" is changed as follows:

Page iv, paragraph lb: Add M27-1, part I, change 32, change 35, and
change 37.

Page 3-i and 3-1 through 3-10: Remove these pages and substitute 3-i and
3-1 through 3-12 attached.

Chapter 3, Office Administration is revised to delete obsolete material
and incorporate new or revised information and instructions. Brackets
are used to identify new or revised material. significant changes are:

All references to \"Target\" are changed to \"Benefits Delivery Network
(BDN).\"

Paragraph 3.04 expands the list of administrative files to be maintained
in Veterans Services Divisions for easier reference.

Paragraph 3.06 is revised to clarify instructions for processing and
disposing of applications and related material. In subparagraph 3.06d,
\"Technical\" employees is changed to \"qualified\" employees to allow
any employee who is qualified and trained to certify photocopies of
original documents. Subparagraphs relating to application for medical
benefits and requests for patient data cards are deleted as being
inappropriate to this chapter.

Material in Paragraph 3.09 which duplicates material in M26-1, Chapter
2, is deleted and M26-1, Chapter 2 is referenced.

RESCISSIONS: M27-1, part I, changes 32, 35, and 37.

By Direction of Under Secretary for Benefits

David A. Brigham

Director

Veterans Assistance Service

Distribution: RPC: 2034

FD EX: ASO and AR, 1 each

Veterans Benefits Administration M27-1, Part I

Department of Veterans Affairs Change 43

Washington, DC 20420 September 30, 1994

Effective October 1, 1994, \"Veterans Benefits Administration Manual
M27-1,\" Part I, \"Veterans Services Division General Operations,\" is
changed as follows:

**Page 7-i**: Change title for Appendix A from \"Standard Base Weight
Computations for FY 1988 Base Period\" to \"Standard Base Weight
Computations.\"

**Pages 7-App. 7A-1 through 7-App. 7C-1**: Remove these pages and
substitute 7-App. 7A-1 through 7-App. 7C-1 attached.

Chapter 7, Productivity, Work Measurement, and Reporting, is revised to
delete obsolete material and incorporate new information. Brackets have
not been used to identify new or revised material. Changes include:

**Appendix A** is revised to show the computation of the current
standard base weights.

**Appendix B** is revised to list workload indicators in the same order
as those listed in Appendix C.

**Appendix C** is revised to eliminate obsolete workload indicators from
the VBA Work Measurement system and replace them with the appropriate
indicators from the VBA Productivity Measurement system. Appendix C
changes are as follows:

**Eliminates** Privacy Act/Freedom of Information hours, Work Study
hours, Information Dissemination hours, Hearing hours, and Committee on
Waivers & Compromises hours, and Legal Actions as workload indicators in
the VBA Work Measurement system; and

**Adds** Privacy Act/Freedom of Information Correspondence, Work Study
Applications Processed, Information Dissemination Actions, Hearing
Actions, and Committee on Waivers & Compromises Actions as workload
indicators in the VBA Work Measurement system.

The elimination of the workload indicator for Privacy Act/ Freedom of
Information hours does not affect the requirement for completion of the
annual reports for Privacy Act and Freedom of Information Act. These
annual reports are still required.

By Direction of the Under Secretary for Benefits

George D. Penn

Acting Director

Veterans Assistance Service

Distribution: RPC: 2034

FD EX: ASO and AR, 1 each

Veterans Benefits Administration M27-1, Part I

Department of Veterans Affairs Change 44

Washington, DC 20420 September 15, 1994

Part I, \"General,\" Veterans Benefits Administration Manual M27-1,
\"Veterans Services Division Operations,\" is changed as follows:

Pages 3-7 and 3-8: Remove these pages and substitute with pages 3-7
through 3-8a. Brackets have been used to identify new material.

Paragraph 3.07c added to allow for specific situations where the VSO can
authorize certain employees to sign their own names to correspondence.

Former paragraphs 3.07c through 3.07e were redesignated as 3.07d through
3.07f.

George D. Penn

Acting Director

Veterans Assistance Service

Distribution: RPC: 2034

FD EX: ASO and AR, 1 each

September 15, 1994 M27-1, Part I

Change 44

record value with a copy of the acknowledgment or reply to the Claims
File activity. A reading file consisting of copies of outgoing
correspondence may be maintained and will be disposed of in accordance
with Records Control Schedule VB-I, part I, item No. 13.029.100.

b\. VSD correspondence will be prepared for release over the VSO\'s
signature unless authority is delegated to sign the VSO\'s name. Under
no circumstances will delegations be given to clerical personnel, nor
will employees sign their own names \"for the VSO\" unless serving as
acting division chief. In cases where a specific point of contact is
necessary, show that information and/or a telephone number in the body
of the letter.

c\. \[The VSO may delegate authority to Women Veterans Coordinators and
Work-study Coordinators to sign their own names to correspondence
associated with those activities. The authorization may also be extended
to persons assigned as the sole point of contact on special projects,
such as one time conferences.\]

d\. A request for a pamphlet, form or similar material will be handled
by returning the incoming letter with the requested document (although
use of self-mailing pamphlets may require local adjustment of this
procedure). Do not use a letter of transmittal unless it is clear that
additional information is needed.

e\. The use of form letters in replying to individual inquiries received
in VSD activities is generally discouraged except for those approved by
Central Office for use at all stations. Central Office approval of
locally devised VSD form letters is given only when definite savings
will result and use of the form letter will not detract from
personalized assistance to claimants. Use of FL 27-441, Response to
Veterans Assistance Inquiry, is an exception to this rule and may be
used as long as it is responsive to the claimant\'s inquiry.

f\. The use of pattern letters and pattern paragraphs is encouraged as
long as they are responsive to the claimant. Locally developed pattern
letters and paragraphs must be approved by the station Publications
Control Officer (PCO) in accordance with DVB Supplement to MP-1, part
II, chapter 4.

**3.08 LETTERS**

a\. **Veteran\'s Letter VLET.** The BDN system is able to produce
frequently used form letters that are batched and mailed each night from
the data processing centers. Use this system to the fullest extent. The
letters are produced from the following seven different categories that
are displayed on the VO1 (Letters Selection) screen:

3-7

M27-1, Part I September 15, 1995

Change 44

\(1\) Commissary and Exchange Privileges (veteran);

\(2\) Civil Service Preference;

\(3\) Education Entitlement;

\(4\) Education Award Data;

\(5\) Compensation and Pension Award (veteran);

\(6\) DIC/Pension (widow/er-child-parent); \[and\]

\(7\) Service.

b\. **Commissary and Exchange Privileges Letters**

\(1\) Requests for Commissary and Exchange Privileges letters will
receive prompt attention. Upon receipt of the request, verify
eligibility information from the BDN or the claims file. If indicated,
issue the appropriate letter. All VSDs and appropriate subordinate
locations will stock DD Form 1172, Application for Uniformed Services
Identification and Privilege Card, a copy of which will be provided with
each commissary privilege letter issued.

\(2\) Issue a Commissary and Exchange Privileges letter for the eligible
veteran, his or her spouse, or dependent child. To be eligible for this
certification, a veteran must have been honorably discharged from the
Armed Forces and have a service-connected disability (or disabilities)
rated at 100 percent disabling including individual unemployability.
Temporary 100 percent evaluations under paragraph 28, 29 or 30 of the
Schedule for Rating Disabilities or ratings of 100 percent based on the
following diagnostic codes do not qualify a veteran for this
certification:

5001 6300 6724 7110 7619 8008

5012 6301 6731 7331 7627 8009

5051 6302 6732 7343 7709 8012

5052 6306 6814 7505 7710 8021

5053 6311 6819 7514 7711

5054 6317 7000 7525 7712

5055 6515 7005 7528 7811

5056 6721 7015 7531 7914

5327 6722 7016 7617 8002

6010 6723 7017 7618 8007

However, there may be exceptions.

3-8

September 15, 1994 M27-1, Part I

Change 44

\(3\) VLET will not issue a commissary privileges letter when the above
diagnostic codes with a 100 percent evaluation are encountered. The
possibility exists, in certain situations, that entitlement does exist
even though the codes are present.

\(4\) These codes are used when the rating board wishes to assign a 100
percent evaluation for a limited time, usually for 1 year or less. Based
on an examination at the end of the period, the rating board may decide
to assign a 100 percent rating but not for the limited period of 1 year
or less. In some cases, the rating board may continue to use one or more
of

3-8a

Veterans Benefits Administration M27-1, Part I

Department of Veterans Affairs Change 45

Washington, DC 20420 September 14, 1994

Effective October 1, 1994, Part I, \"General,\" Veterans Benefits
Administration Manual M27-1, \"Veterans Services Division Operations,\"
is changed as follows:

**Pages 6-i and 6-ii, 6A-1 through 6A-5, 6B-1 through 6B-5, 6C-2, 6C-4,
and 6-App. A-1 through 6-App. A-3**: Remove these pages and substitute
6-i and 6-ii, 6A-1 through 6A-6, 6B-1 through 6B-7, 6C-2, 6C-4, 6-App.
A-1 through 6-App. A-4, and Exhibits 1 through 4 attached.

Chapter 6, Section A \"General\" and Section B, \"Veterans Assistance
Activities\" and Appendix A, \"Quality Evaluation Standards for Veterans
Assistance Activities\" are revised to incorporate outstanding interim
issues, delete obsolete material, and incorporate new information and
instructions. Brackets have not been used to identify new or revised
material. Significant changes include:

Discussion related to Acceptable Quality Levels (AQLs) is eliminated.
AQLs are not customer-oriented measures and may, in some instances,
deter the development of new initiatives to improve the timeliness and
quality of Veterans Assistance Service (VAS) programs.

Discussion related to Out-of-Line/Serious Situations is eliminated as
our current definition of out-of-line situation requires an AQL.

Discussion related to use of VA Form 27-6530, Quality Evaluation
Worksheet\--Veterans Services, is eliminated. This change eliminates the
requirement for use of VA Form 27-6530.

Discussion of formal quality review of Patient Interviews is eliminated.
(This does not change the responsibilities of the Veterans Services
Officer for quality of services provided at medical center locations.)

Discussion related to the \"Sampling Workdays\" selection procedure is
eliminated, as is discussion of random sampling for correspondence
selection. Selection of telephone calls and correspondence actions is at
local option.

Discussion of consumer sampling is eliminated. While it is a definite
measure of quality and is an encouraged activity, it does not measure a
work process directly and is not discussed in this chapter

M27-1, Part I September 14, 1994

Change 45

**Page 6A-3,** paragraph 6A.05c: Clarifies that only supervisors and
persons in designated lead positions may perform sustained quality
reviews. Non supervisors may perform reviews when acceptable to their
peers; e.g., in a self directed work group environment.

**Page 6A-4**, paragraph 6A.08: Renames, revises, and expands the use of
VA Form 27-6530a, Quality Improvement Review Worksheet (or a substitute
document); requires documentation of every quality sample in every area
of quality assurance review. Documentation may be accomplished and/or
maintained on a computer. Sample substitute worksheets have been added
as Exhibits 1 through 4. (Locally developed worksheets may be used in
lieu of the samples provided.)

The expanded use of documentation is intended to provide positive
feedback to the employee, taking some of the negative feelings away from
quality assurance reviews. In addition, the documentation will allow
individual training and more accurate group training topics to be
selected.

**Page 6B-2**, paragraph 6B.03a: Measurement of timeliness for telephone
interview activities is changed to the length of time before a counselor
speaks to each caller. Changes sample size for timeliness review of VAIs
to 100 percent. AQLs are eliminated, but goals have been added. The goal
for at office interviews is 20 minutes and telephone service goal is
answering each caller within 180 seconds.

**Page 6B-3**, paragraph 6B.03b(2): Describes selection of sample and
evaluation for telephone interviews.

**Page 6B-4**, paragraph 6B.03b(4): Describes selection of sample for
100 percent timeliness review of VAIs.

**Page 6B-5**, paragraph 6B.04a: Eliminates AQLs. Changes the required
monthly sample for correspondence to 10, or 100 percent, whichever is
less. Changes the required sample for VAIs to 50, or 10 percent,
whichever is less, **with an imposed minimum of 25**.

**Page 6B-6**, paragraph 6B.04b(2): Explains revised selection
procedures for quality review of correspondence.

**Page 6B-6**, paragraph 6B.04b(3): Explains selection procedures for
quality review of VAIs using automated system.

**Page 6B-7**, paragraph 6B.05: Added to provide definitive service
levels for telephone interview activities. Acceptable level of service
requires that neither abandoned nor blocked calls exceed 10 percent.

2

September 14, 1994 M27-1, Part I

Change 45

Chapter 6C has been revised for conformity to the rest of chapter 6.
Paragraph 6C.04 has been changed to eliminate reference to VA Form
27-6530, and paragraph 6C.08 wording has been changed to delete
\"standard\" in favor of \"goal.\"

Appendix 6A revises quality evaluation standards for Veterans Assistance
Section activities. \"Other\" has been added as the last substantive
element in each subelement. \"Administrative\" errors are eliminated, or
included in the substantive category. In response to consumer surveys,
the Area of Inquiry regarding advising the client of subsequent VA
procedures has been modified to include providing anticipated timeframes
for future actions.

Exhibits 1 through 4 have been added as sample quality improvement
review summary sheets. VA Forms 27-6530a or local summaries may be used
in lieu of these samples.

By Direction of the Under Secretary for Benefits

George D. Penn

Acting Director

Veterans Assistance Service

Distribution: RPC: 2034

FD EX: ASO and AR, 1 each

3

Veterans Benefits Administration M27-1, Part I

Department of Veterans Affairs Change 46

Washington, DC 20420 November 4, 1994

Part I, \"General,\" Veterans Benefits Administration Manual M27-1,
\"Veterans Services Division Operations,\" is changed as follows:

**Page 3-i**: Remove this page and insert page 3-i attached. Brackets
have not been used to identify new or revised material.

Table of contents updated to reflect change in title and page numbers
for Paragraph 3.02

**Pages 3-1 and 3-2:** Remove these pages and insert pages 3-1 through
3-2a attached. Brackets have not been used to identify new or revised
material.

Chapter 3, Office Administration, is revised to add direction on office
hours and office attire for regional office public contact activities.
The change is made to assist VSD management in accomplishing public
assistance activities in a timely manner within the provisions of the
Fair Labor Standards Act. The change also provides local management with
latitude in meeting training requirements established for Veterans
Services Division personnel in M27-1, part I, chapter 10, and
accomplishing other Veterans Services Division responsibilities.

Before any decision is made locally to change public contact hours, it
is suggested that a study of customer demands be conducted either
through review of Automatic Call Distributor Management Information
Systems data or other available sources. Managers should be cognizant of
the possible impact a change in public contact hours may have on
workload and resource allocations.

As an alternative, stations may want to consider establishing a work
sharing agreement with another station. Call routing capability is now
available through the Veterans Assistance Service. Any such agreement
would require full coordination and concurrence of the Veterans
Assistance Service and involved Area Office.

**Page 3-1,** paragraph 3.01c\--added to reemphasize office attire
guidelines issued by the Under Secretary for Benefits in VBA Circular
20-94-7 dated July 1, 1994.

**M27-1, Part I**

**Change 46 November 4, 1994**

**Page 3-2,** paragraph 3.02d\--updated to provide instructions on how
to obtain a supply of VA Form 4505, Identification Card\--Delegation of
Authority.

By Direction of the Under Secretary for Benefits

Newell E. Quinton

Director

Veterans Assistance Service

Distribution: RPC: 2034

FD EX: ASO and AR, 1 each

Veterans Benefits Administration M27-1, Part I

Department of Veterans Affairs Change 47

Washington, DC 20420 November 4, 1994

Part I, \"General\" Veterans Benefits Administration Manual M27-1,
\"Veterans Services Division Operations,\" is changed as follows:

**Page iv**: Add M27-1, Part I, Changes 26 and 40 to paragraph 1b.

**Pages 10-i through 10-7**. Remove and substitute pages 10-i through
10-6 attached. Brackets have not been used to identify new or revised
materials.

Paragraph 10.01\--revised to remove references to hours of operations.

Paragraph 10.02\--revised to include computer assisted training and
other electronic means of training as formal training and to incorporate
customer service with human relations training.

Paragraph 10.03\--reorganized to clarify training requirements.

Paragraph 10.06\--revised to allow use of automated equivalent of VA
Form

5-3913, Training Course Record.

Paragraph 10.07\--revised to update Training Library requirements.

Paragraph 10.08\--revised to add reference to Advisor training program.

**RESCISSIONS:** Changes 26 and 40, M27-1, part I.

By Direction of the Under Secretary for Benefits

Newell E. Quinton

Director

Veterans Assistance Service

Distribution: RPC: 2034

FD EX: ASO AND AR, 1 each

Veterans·Benefits·Administration M27-1, Part I

Department·of·Veterans·Affairs Change 48

Washington,·DC·20420 November 9, 1994

Part·I,·\"General,\"·Veterans·Benefits·Administration·Manual·27-1,·\"Veterans·Services·Division

Operation,\"·is·changed·as·follows:

**Page·iv**

Paragraph·1b:··Add·\"M27-1,·part·I,·changes·21,·29,·and·33\".

**Pages·5-i·through·5-5:**··Remove·these·pages·and·substitute·5-i·through·5-5·attached.

··(Chapter·5,·\"Systematic·Analysis·of·Operations·and·Supervisory·Visits,\"·is·reorganized·and·revised·to·

clarify·instructions·and·incorporate·new·information.··Brackets·have·not·been·used·to·identify·new·or·

revised·material.)

Paragraph·5.03\--amended·to·require·four·topics·to·be·selected·for·review·each·fiscal·year.

··Requires·local·management·to·develop·written·guidance·describing·thelocal·systematic·analyses·of·

operations·(SAO)·process.··Permits·reports·or·studies·required·by·other·directives·to·be·substituted·for·

SAOs·where·the·objectives·of·an·SAO·have·been·satisfied.

Paragraph·5.04\--provides·suggested·topics·for·review·but·allows·selection·from·the·listing·or·

selection·of·topics·of·local·interest.··

Paragraph·5.05\--gives·report·content·in·general·terms.··Report·layout·is·to·be·determined·locally.

Paragraph·5.06\--changes·employee·requirement·for·supervisory·visits.··Gives·report·content·in

general·terms,·but·allows·local·determination·of·report·layout.·

**RESCISSIONS:**··Changes·21,·29,·and·33·to·M27-1,·part·I.

By·Direction·of·the·Under·Secretary·for·Benefits

Newell·E.·Quinton

Director

Veterans·Assistance·Service

Distribution:··RPC:··2034

FD ·············EX:··ASO·and·AR,·1·each¦

**Veterans Benefits Administration M27-1, Part I**

**Department of Veterans Affairs Change 49**

**Washington, DC 20420 August 1, 1995**

Part I, \"General,\" Veterans Benefits Administration Manual 27-1,
\"Veterans Services Division Operations,\" is being changed. Brackets \[
\] have been used to identify new or revised material.

Page iv: Paragraph 1b. Add changes 20 and 34 to M27-1, Part I.

Page v: Paragraph 2. Add II 27-88-2, II 27-93-1 and II 27-93-2.

**Pages 9-i through 9-8:** Remove these pages and substitute with pages
9-i through 9-12.

Paragraph 9.01: Changes heading name to \"Introduction.\"

Paragraph 9.02a: Changes chapter \"106\" to chapter \"1606\" based on
reorganization of title 10, U.S.C. All other references which follow are
changed as well. Also incorporates eligibility requirement for active
duty personnel.

Paragraph 9.03a: Eliminates requirement of assigning journeyman VBC as
work-study coordinator. Allows for the delegation of work-study
responsibilities.

Paragraph 9.03b(4): Allows work-study coordinators authority to sign
their own name on work-study agreements and correspondence.

Paragraph 9.03c: Requires the designation of a work-study facilitator at
each RPO.

Paragraph 9.04e: Provides for maintenance and disposition of work-study
documentation and eliminates requirement to \"flash\" files.

Paragraph 9.04f: Previous subparagraph deleted. Requirements for
maintaining locked files is contained in M21-1, part II, paragraph 3.04a
(2).

Paragraph 9.04f: Allows the use of computer generated letters. Deletes
reference to the control register which is covered in another portion of
the manual.

Paragraph 9.04f through i: Renumbered and subparagraph 9.04j has been
added.

Paragraph 9.04g and h: Gives instructions for control number assignment
and distribution of signed copies.

Paragraph 9.04i: Provides for maintenance of the work-study control
register.

Paragraph 9.04j: Designates where VA Form 4107, Notice of Procedural and
Appellate Rights, should be filed.

Paragraph 9.05a(6): Incorporates language from Interim Issue 27-93-2,
dated 4/2/93.

M27-1, Part I August 1, 1995

Change 49

Paragraph 9.06a-d: Adds language on actions required to process original
and reentrance work-study applications as well as work-study hours
worked. Paragraphs which follow are renumbered.

Paragraph 9.07a: Incorporates language from Interim Issue 27-93-1, dated
1/28/93. Clarifies language at beginning of last sentence.

Paragraph 9.07b: Incorporates language from Interim Issue 27-93-1, dated
1/28/93.

Paragraph 9.07c(2): Adds a safeguard for second agreement requests.

Paragraph 9.07d: Requires a 30 or 60-day review following an advance
payment.

Paragraph 9.07e: Requires that internal controls be established and
maintained over work-study payment functions.

Paragraph 9.07f: Requires delegations of authority for processing and
authorizing work-study payments.

Paragraph 9.09b: Clarifies procedures for reporting hours worked.

Paragraph 9.10e: Expands responsibility for processing work-study
overpayments.

Paragraph 9.11c(1)(c): Deleted since the VCI (Veterans Cost of
Instruction) program is no longer funded. Other references to VCI are
deleted.

Paragraph 9.11c(1)(d) (Renumbered): Replaces paragraph 9.11c(1)(c).
Provides information pertaining to support at military installations.

Paragraph 9.12d: Adds information regarding supervision at military
installations.

Paragraph 9.13 substantially amends the previous annual survey
requirements. Field stations are no longer required to request
additional work-study hours.

RESCISSIONS: Changes 20 and 34 to M27-1, Part I, II 27-88-2, II 27-93-1,
and II 27-93-2.

Celia P. Dollarhide

Director, Education Service

Distribution: RPC: 2034

FD EX: ASO and AR, 1 each

Veterans Benefits Administration M27-1, Part I

Department of Veterans Affairs Change 50

Washington, DC 20420 May 2, 1996

**M27-1, Part I**, \"General,\" Department of Veterans Benefits Manual
M27-1, \"Veterans Services Division Operation,\" is changed as follows:

**Page iv, Paragraph 1b:** Add \"M27-1, Part I, Change 28\".

**Page v, Paragraph 3:** Add \"Circular 20-95-1\".

**Page 8-2, Paragraph 8.05 b. (6):** Add subparagraph (7) as follows,
\"(7) **Women Veterans\' Coordinator.** Annually with the fourth
quarter\'s report, include the designated women veterans\'
coordinator\'s name, title, and telephone number.\"

**Page 10-3, Paragraph 10-3 d (e):** Add subparagraph (f) as follows,
\"(f) sensitivity issues (i.e., sexual trauma, personal assault, claims
development and related interviewing techniques).\"

**Pages 12-i and 12-1 through 12-5:** Remove these pages and substitute
pages 12-i and 12-1 through 12-7 attached. Brackets have not been used
to identify new or revised materials.

Chapter 12, Outreach, is revised to furnish the minimum mission
requirements for conducting outreach activities, while providing
stations with the necessary flexibility to carry out this mission.
Listed below are highlights of revisions to the chapter.

Paragraph 12.03\--an annual review will be conducted by each regional
office to determine how their resources may best be used to conduct
outreach.

Paragraph 12.04\--outlines administrative responsibilities in conducting
outreach activities.

Paragraph 12.05\--local regional offices may determine VBA staffing at
VHA facilities based on their local needs.

Paragraph 12.09\--adds outreach to minority veterans.

Paragraph 12.13\--itinerant service schedules should be reviewed
annually to ensure adjustments are made to meet workload demands

May 2, 1996 M27-1, Part I

Change 50

**M27-1, Part III, Section II**, \"Service Away From Regional Office,\"
has been deleted and guidance regarding service to medical centers has
been incorporated into M27-1, part 1, chapter 12.

Before removing a VBA representative from a VHA facility, you should
perform a study of customer demands at VHA facilities and within the
communities to determine the impact of such a reduction. Your study of
customer demands should consider the Under Secretary for Benefits\'
restructuring initiative for improved access.

Reductions or terminations of VBA staffing at VHA facilities should be
reported in the Quarterly Narrative Report (M27-1, part I, chapter 8,
paragraph 8.05) as they occur.

**Page iii, Paragraph 1:** Add \"M27-1, Part III, Change 20\".

**RESCISSIONS:** Change 28 to M27-1, part I; change 20 to M27-1, part
III; and Circular 20-95-1, dated February 3, 1995.

By Direction of the Under Secretary for Benefits

Newell E. Quinton\
Chief Information Officer

Distribution: RPC: 2034

FD EX: ASO and AR, 1 each