**Veterans Benefits Administration M21-4**

**Department of Veterans Affairs Change 59**

**Washington, DC 20420 January 9, 1995**

Transmitted is a change to Veterans Benefits Manual M21-4, \"Manpower
Control and Utilization in Adjudication Divisions.\"

**Page 7-i**: Remove this page and substitute page 7-i attached.

**Pages 7-1 through 7-6**: Remove these pages and substitute pages 7-1
through 7-6 attached.

Paragraph 7.06b(2) is revised to ensure that single signature rating
procedures receive special attention.

Paragraph 7.06b(8) is revised to focus attention on the adequacy of
examinations under the revised Physician\'s Guide and on the importance
of the periodic joint conferences with local medical facilities.

Paragraph 7.06b(10) is revised to more fully explain the requisite
elements of the analysis of appeals.

By Direction of the Under Secretary for Benefits

J. Gary Hickman, Director

Compensation and Pension Service

Distribution: RPC: 2150

FD

**Veterans Benefits Administration M21-4**

**Department of Veterans Affairs Change 60**

**Washington, DC 20420 January 25, 1995**

Veterans Benefits Administration Manual 21-4, \"Manpower Control and
Utilization in Adjudication Divisions,\" is changed as follows:

Remove pages 2-i through 2-4 and substitute 2-i through 2-3 attached.

Paragraphs 2.05d and e are changed to show that the QI selection is
based on compensation and pension authorization and rating issues and
the selection will now be obtained equally from the authorization QCRE
and rating QCRE. The order of the two paragraphs has been reversed.

Paragraph 2.05f is changed to show that QI reviews must be completed
prior to the end of the month following the month being reviewed.

Paragraphs 2.04f and 2.06b have been revised slightly to clarify the
information provided.

By Direction of the Under Secretary for Benefits

J. Gary Hickman, Director

Compensation and Pension Service

Distribution: RFC: 2150

FD

**Veterans Benefits Administration M21-4**

**Department of Veterans Affairs Change 61**

**Washington, DC 20420 Appendix C**

**June 16, 1995**

Veterans Benefits Administration Manual, M21-4, \"Manpower Control and
Utilization in Adjudication Divisions is changed as follows:

**Pages App. C-i through C-25**: Remove these pages and substitute pages
C-i through C-21 attached. This represents a complete revision of
Appendix C and brackets are not used to identify new or revised
material.

Highlights include:

Page App. C-1. Inclusion of a new section providing general end product
principles and third digit modifier definitions.

Page App. C-2. Under EP 010 included denial of an original claim as
\"not well grounded.\"

Page App. C-2. Under EP 010 exception for development of Persian Gulf
War cases under EP 689 is provided.

Page App. C-2. Under EP 020 clarification added to include claims
previously denied as \"not well grounded.\"

Page App. C-3. Under EP 020 clarification added that EP 020 pending
based on a competency determination should be cleared when notification
of that determination is released. If appointment of a fiduciary must be
developed, an EP 290 should be established and cleared when the
appointment of a fiduciary has been finalized and award action
completed.

Page App. C-4. Under EP 020 added as an exception, that reopened burial
claims are included under EP 160.

Page App. C-4. Under EP 070 removed reference to ATS code 43 since use
of this code is now suspended. Amended narrative description of code 30
to reflect current usage (Transferred to Board of Veterans Appeals), and
added instructions for one time PCLR of EP 070 when issuing a
supplemental statement of the case after an appeal has been placed in
Code 41 or Code 51 status.

Page App. C-4. Definition for EP 095 added.

Page App. C-4. Under EP 110 included denial of an original claim as
\"not well grounded.\"

Page App. C-5. Under EP 110 exception for development of Persian Gulf
War cases under EP 689 is provided.

Page App. C-5. Under EP 120 clarification added to include claims
previously denied as \"not well grounded.\"

Page App. C-5. Under EP 120 added that EP 120 pending based on a
competency determination should be cleared when notification of that
determination is released. If appointment of a fiduciary must be
developed, an EP 290 should be established and cleared when the
appointment of a fiduciary has been finalized and award action
completed.

Page App. C-7. Under EP 133 a definition of REPS claims warranting EP
133 credit is added.

Page App. C-7. Under EP 135 clarified the adjustments included under
this EP.

Page App. C-8. Under EP 140 included denial of an original DIC or death
compensation claim as \"not well grounded.\"

Page App. C-8. Under EP 140 clarified that this end product may only be
used for inferred DIC or death compensation determinations if rating
action is required.

Page App. C-9. Under EP 150 clarified, that whenever a rating decision
is required to establish or confirm pension entitlement, EP 120 is
warranted.

Page App. C-9. Under EP 154 clarified that only one EP credit is allowed
for review of multiple worksheets generated at one time because of
multiple [payers]{.underline}.

Page App. C-10. Under EP 160 clarified that this EP also applies to
reopened burial claims.

Page App. C-13. Definition for EP 295 added.

Page App. C-13. Under EP 314 clarified that only one EP credit is
allowed for review of multiple worksheets generated at one time because
of multiple [payers.]{.underline}

Page App. C-16. Under EP 400 control of attorney fee cases was added.

Pages App. C-18/21. Updated work rate standards.

By Direction of the Under Secretary for Benefits

J. Gary Hickman, Director

Compensation and Pension Service

Distribution: RFC: 2150

FD

**Veterans Benefits Administration M21-4**

**Department of Veterans Affairs Change 62**

**Washington, DC 20420 November 1, 1995**

Veterans Benefits Administration Manual 21-4, \"Manpower Control and
Utilization in Adjudication Divisions,\" is changed as follows:

Remove pages 5-i through 5-11 and insert 5-i through 5-8 attached.

Remove pages App. C-17 through C-21 and substitute pages App. C-17
through C-21 attached.

Highlights include:

Paragraph 5.13 b (4) has been amended to reflect computation of
loaned/borrowed time for brokered work based on a formula related to the
current work rate standards. (See Deputy Under Secretary for Benefits
Memorandum on brokered work dated August 16, 1995).

Paragraphs 5.13 c (2) through (5) have been consolidated as paragraphs
5.13 c (2) and (3). The requirement to report the volume of cases
brokered using the DOOR transfer function has been deleted. This
function will remain available in DOOR but bypassed by always entering
\"1\". Additionally the requirement to report borrowed/loaned time based
on actual hours was amended to provide for the use of a formula to
compute borrowed/loaned hours for brokered work, while continuing actual
hour reporting for help team work.

Pages App. C-18 through C- 21 include updated work rate standards
effective October 1, 1995.

By Direction of the Under Secretary for Benefits

J. Gary Hickman, Director

Compensation and Pension Service

Distribution: RPC 2150

FD

**Veterans Benefits Administration M21-4**

**Department of Veterans Affairs Change 63**

**Washington, DC 20420 November 30, 1995**

Transmitted is a change to Veterans Benefits Manual M21-4, \"Manpower
Control and Utilization in Adjudication Divisions.\"

Remove page iii and insert page iii attached. The foreword has been
amended to reflect changes to the current environment, such as work
teams, customer-based satisfaction, GPRA, and unit cost.

Chapters 3 and 6 have been repaginated to conform with the ARMS format.

**Pages 3-i through 3-9**: Remove these pages and substitute pages 3-i
through 3-8 attached.

Paragraph 3.01b. is revised to add reference to targeted success rate.

Paragraph 3.03a. is revised to provide for a supplemental sample of
cases should the analysis of a station\'s quality indicate less than the
acceptable level for any of the three critical areas of review.

**Pages 6-i through 6-12**: Remove these pages and substitute pages 6-i
through 6-8 attached.

Paragraph 6.13d(3) is added to provide for specific review
responsibilities for over six month old cases.

Paragraph 6.13d(4) is added to provide that over one year old cases be
personally reviewed by the Adjudication Officer.

Paragraph 6.13j. is amended to include subparagraphs (1) and (2) which
provide for specific review of remand cases.

**Pages 7-i through 7-6**: Remove these pages and substitute pages 7-1
through 7-6 attached.

Paragraph 7.06b(10) is revised to include expanded elements for the
analysis of appeals.

**RESCISSIONS:** Changes 42, 45, 50, 52, 54, and 59 to M21-4; C&P
Service All-station letters 4-61 dated 6-7-94 and 5-53 dated 7-3-95.

By Direction of the Under Secretary for Benefits

J. Gary Hickman, Director

Compensation and Pension Service

Distribution: RPC: 2150

FD

**Veterans Benefits Administration M21-4**

**Department of Veterans Affairs Change 64**

**Washington, DC 20420 October 3, 1996**

Transmitted is a change to Veterans Benefits Manual M21-4, \"Manpower
Control and Utilization in Adjudication Divisions.\"

**Pages 4-i through 4-6**: Remove these pages and substitute pages 4-i
through 4-4 attached.

Paragraph 4.01 is revised to reflect that modifications projected in
1993 have now been completed.

Paragraph 4.02 is revised to eliminate reference to pending goals for
EPs 010 and 020.

Paragraph 4.05 is revised to change the average days to complete goal
for issuance of a Statement-of-the-Case from 29 days to 50 days.

Paragraph 4.06 is changed to reflect that there are now 8 COIN APPL
reports rather than 9.

The entire chapter has been done in Word to correspond with the ARMS
format.

**RESCISSIONS:** M21-4, change 57 and all erratums thereto.

By Direction of the Under Secretary for Benefits

John Montgomery, Acting Director

Compensation and Pension Service

Distribution: RPC: 2150

FD

**Veterans Benefits Administration M21-4**

**Department of Veterans Affairs Change 65**

**Washington, DC 20420 May 1, 1997**

Transmitted is a change to Veterans Benefits Manual M21-4, \"Manpower
Control and Utilization in Adjudication Divisions.\"

Remove page 7-4 and 7-5 and insert pages 7-4 and 7-5 attached.

Paragraph 7.06b(11) is revised to add reference to reconciliation of
data in COIN DOOR 1003 and HOLAR.

By Direction of the Acting Under Secretary for Benefits

Kristine A. Moffitt, Director

Compensation and Pension Service

Distribution: RPC: 2150

FD

**Veterans Benefits Administration M21-4**

**Department of Veterans Affairs Change 66**

**Washington, DC 20420 Appendix C**

**February 28, 2002**

Veterans Benefits Administration Manual, M21-4, \"Manpower Control and
Utilization in Adjudication Divisions is changed as follows:

Pages App. C-i through C-21: Remove these pages and substitute pages C-i
through C-21 attached. This represents a complete revision of Appendix C
and brackets are not used to identify new or revised material.

Highlights include:

Page App. C-2. Under EP 010 denial of an original claim as \"not well
grounded " is deleted.

Page App. C-2. Under EP 010 exception for development of Persian Gulf
War cases under EP 689 is deleted.

Page App. C-2. Under EP 020 reference to claims previously denied as
\"not well grounded\" is deleted.

Page App. C-3. Under EP 020 reference to usage for appeal actions is
deleted "Exceptions" reference to EP 172 for appeal grants is added.

Page App. C-4. Under EP 070 reference to the ATS is replaced by
reference to VACOLS.

Page App. C-4. Under EP 110 denial of an original claim as \"not well
grounded\" is deleted.

Page App. C-4. Under EP 110 exception for development of Persian Gulf
War cases under EP 689 is deleted

Page App. C-5. Under EP 120 reference to claims denied as \"not well
grounded" is deleted.

Page App. C-5. Under EP 120 provisions for usage in appeal granted
circumstances is deleted.

Page App C-8. Under EP 140 reference to claims denied as "not well
grounded" is deleted.

Page App C-10. Under EP 172 reference to usage for "Grant of Benefits
Sought" is added.

Page App C-10. Under EP 173 reference to usage for informal conferences
held by DRO is added.

Page App C-11. Under EP 174 reference to final disposition of appeal via
De Novo, CUE, new evidence, no change, partial grant is added.

Page App C-15. Usage of EP 400 for Changes of Address or Changes of Name
when no other action is necessary is deleted.

Page App C-16. EP definitions for Spina Bifida/Birth Defects are added.

Page App C-18 & C-19. EP definitions for Fiduciary and
Personal/Telephone Interviews are added.

Page App C-20 & C-21. Work rate standards are updated.

Rescissions: M21-4, App C, Chg 61, dated 6/16/95

M21-4, App C, Chg 62, dated 11/1/95

By Direction of the Under Secretary for Benefits

Ronald J. Henke, Director

Compensation and Pension Service

Distribution: RFC: 2150

FD

LOCAL REPRODUCTION AUTHORIZED

**Veterans Benefits Administration M21-4**

**Department of Veterans Affairs Change 67**

**Washington, DC 20420 Appendix C**

**October 22, 2004**

Veterans Benefits Administration Manual, M21-4, \"Manpower Control and
Utilization in Veterans Service Centers is changed as follows:

**Pages App. C-1 to C-4 and C-21:** Remove these pages and substitute
pages C-1 to C-4, and C-21 through C-25 attached.

Page App. C-1. Par. 3 \[Third Digit Modifiers\] is amended to include
Pension Maintenance Center use of third digit modifiers 6 and 7.

Page App. C-4. End product 070, Par 2, is amended to include "Remand
Returned."

Page App. C-21 through C-25. Amended to show updated work rate
standards.

Rescissions: None

By Direction of the Under Secretary for Benefits

Renée Szybala, Director

Compensation and Pension Service

Distribution: RFC: 2150

FD

**Veterans Benefits Administration M21-4**

**Department of Veterans Affairs Change 67 Erratum**

**Washington, DC 20420 Appendix C**

**October 27, 2004**

Veterans Benefits Administration Manual, M21-4, \"Manpower Control and
Utilization in Veterans Service Centers is changed as follows:

**Pages App. C-21 through C-23:** Remove these pages and substitute
pages C-21 through C-25 attached.

Section III is amended to show updated work rate standards (indirect
labor included).

By Direction of the Under Secretary for Benefits

Renée Szybala, Director

Compensation and Pension Service

Distribution: RFC: 2150

FD

**Veterans Benefits Administration M21-4**

**Department of Veterans Affairs Change 68**

**Washington, DC 20420 Appendix C**

**November 5, 2004**

Veterans Benefits Administration Manual, M21-4, \"Manpower Control and
Utilization in Veterans Service Centers is changed as follows:

Pages App. C-26 thru C-31 are added.

> Pages App. C-26 thru C-31 are added to include updated Work Rate
> Standards for foreign cases (Pittsburgh Service Center).

Rescissions: None

By Direction of the Under Secretary for Benefits

Renée Szybala, Director

Compensation and Pension Service

Distribution: RFC: 2150

FD

**Veterans Benefits Administration M21-4**

**Department of Veterans Affairs Change 69**

**Washington, DC 20420 May 18, 2005**

Veterans Benefits Administration Manual M21-4, Chapter 6, Workflow
Management is rewritten. This change replaces the current Chapter 6.

**Pages 6-i through 6-8:** Remove these pages and substitute pages 6-i
through 6-17 attached. The chapter is completely rewritten.

By Direction of the Under Secretary for Benefits

Renée L. Szybala

Director, Compensation and Pension Service

Distribution: RPC: 2068

FD: EX: ASO and AR (included in RPC 2068)

LOCAL REPRODUCTION AUTHORIZED

**Veterans Benefits Administration M21-4**

**Department of Veterans Affairs Change 70**

**Washington, DC 20420 May 25, 2005**

Veterans Benefits Administration Manual, M21-4, \"Manpower Control and
Utilization in Veterans Service Centers is changed as follows:

**Pages** App. C-20 through C-31**:** Remove these pages and substitute
App. C-20 through C-27 attached.

Section III is revised to delete an old 1999 WRS page and correct the
work measurement credit for EP 1004.

**Rescissions:** None

By Direction of the Under Secretary for Benefits

Renée Szybala, Director

Compensation and Pension Service

Distribution: RFC: 2150

FD

**Veterans Benefits Administration M21-4**

**Department of Veterans Affairs Change 71**

**Washington, DC 20420 March 30, 2006**

Veterans Benefits Administration Manual, M21-4, \"Manpower Control and
Utilization in Veterans Service Centers is changed as follows:

**Pages App. C-1:** Remove this page and substitute App C-1 attached.

> Page C-1 is amended to specify that thord digit modifier 6 may only be
> used by the three foreign case stations (Houston, Pittsburg, and White
> River Junction). Third digit modifier 7 is for use only by the three
> Pension Maintenance Centers (Philidelphia, Milwaulkee, and St. Paul),
> with the exception that any RO with BDD sites; and the two BDD
> ractiving activity sites (Winston-Salem and Salt Lake) may use 7 for
> Eps 020 and 290.

**Rescissions:** None

By Direction of the Under Secretary for Benefit

Renée Szybala, Director

Compensation and Pension Service

Distribution: RFC: 2150

FD

### Veterans Benefits Administration M21-4, APPENDIX C

**Department of Veterans Affairs Change 72**

**Washington, DC 20420 October 3, 2006**

Veterans Benefits Administration Manual, M21-4, \"Manpower Control and
Utilization in Veterans Service Centers is changed as follows:

**Remove pages App. C-1 through App. C-2**: Substitute pages App C-1
through App C-2, attached.

> Page C-1 is amended to specify that third-digit modifier 1, when used
> with EPs 110 and 010, may only be used for original BDD claims and not
> as a sequential EP to correct a processing error. The term "BDD
> processing centers" is also changed to BDD intake and rating activity
> sites.

**Rescissions:** M21-4, Change 71

By Direction of the Under Secretary for Benefits

Renée Szybala, Director

Compensation and Pension Service

Distribution:

FD:

LOCAL REPRODUCTION AUTHORIZED