**Department of**

**Veterans Affairs**

**M27-1, Part I**

**Veterans Services Division**

**General Operations**

Change 34 Veterans Benefits Administration

June 7, 1990 Washington DC 20420

M27-1, Part I Veterans Benefits Administration

Change 34 Department of Veterans Affairs

Washington, DC 20420

June 7, 1990

Part 1, \"General,\" Veterans Benefits Administration Manual M27-1,
\"Veterans Services Division General Operations,\" is published for the
compliance of all concerned.

D\'WAYNE GRAY

Chief Benefits Director

Distribution: RPC: 2034

FD EX: ASO and AR, 1 each

June 7, 1990 M27-1, Part I

Change 34

FOREWORD

This manual is designed to provide procedures for the administration of
Veterans Services activities. Uniform actions by ,ill offices in
Veterans Services are necessary, in matters of policy; application of
laws and regulations; relationships with other Government agencies and
other departments and offices of VA; relationships with veterans, their
dependents and their repre­sentatives, the compiling of essential data
for permanent record and utilization of standard forms and form letters.
Procedural details are Included to achieve uniformity, and maximum
effectiveness with minimal operational cost.

Material presented in this manual is divided into three parts:

Part I. General

Part II. Veterans Assistance Section

Part Ill. Field Section

Each part of the manual is preceded by a table of contents. Chapters are
subdivided, if necessary, into subchapters or sec­tions. Paragraphs are
given a decimal number starting with the digit 1. The digit or digits to
the left of the decimal indicate the chapter number starting with the
and digits to the right of the decimal beginning with .01 in each
chapter, indicate main paragraphs. Main paragraphs may, be further
subdivided as shown herein.

Pages are numbered from Iwithin each chapter. This will enable
additional pages to be added to a chapter without disturbing the
numerical sequence of pages and paragraphs numbered. Should it be
necessary to interpose new paragraphs,the numbering will be carried to
the third digit beyond the decimal; i.e., main paragraph inserted
between 1.01 and 1.02 will be 1.01. 1, 1.01.2, etc. Pages inserted will
use number of preceding page followed by letters in alphabetical
sequence; i.e., pages inserted between 1-1 and 1-2 will be 1-1a , 1-1b,
etc.

If a revision requires little change in the original text, instructions
will be issued stating how the text is to be annotated. If the change is
extensive, a new page or pages will be issued. As new pages are
received, the\\, will be inserted in the proper and the replaced pages
destroyed.

Each page Of manual bears the date of publication in the upper inside
corncr. Change pages will carry the date of change in the upper inside
corner and the number of the change in the upper outside corner.

Deviation from any of the prescribed procedures contained in the manual
without prior authorization of the Chief Benefits Director is
prohibited.

M27-1, Part I June 7, 1990

Change 34

RESCISSIONS

1\. Manuals and manual changes

a\. Partial

Paragraphs 9.12 through 9.17 to M27-1, Part III.

b\. Complete

M20-3, part IX, and changes 1, 2, and 3

M232-1, Revised, chapter 1

M232-1, Revised, chapter 2

M232-1, Revised, chapter 5

M232-1, Revised, chapter 6

M232-1, Revised, chapter 7

M232-1, Revised, chapter 9

M232-1, Revised, chapter 12

Errata dated October 31, 1967, and changes 2, 3, 7, and 10 to M232-1,
Revised

M232-2, chapters 2 and 3 and change 1 dated September 8, 1967
(originally issued as change 1 to

M232-1), andchanges 1, 2, and 3 (originally issued as changes to M29-1).
(This completes rescission of M232-2.)

M27-2, and changes 1 through 4

M27-1, part I, changes 1 through 8, and \[10 through 16\]

M27-1, part I, changes 18 and erratum dated January 4, 1984, and 9

M27-1, part I, changes 21,24, 25,26,29,30 31,32,33,35,37,40,

2\. Interim Issues

II 232-70-1 (including app.A), and errata dated August 3, 1970

II 232-71-2 and erratum dated August 30, 1971

II 232-74-1

II 232-74-3

II 232-74-4

II 232-75-1

II 232-77-1

II 27-72-1

II 27-75-3

II 27-75-4

II 27-76-1

II 27-76-3

II 27-78-1

II 27-78-3

II 27-79-2

II 27-82-1

II 27-82-2

II 27-82-3

II 27-82-6

II 27-83-2

iv

June 7, 1990 M27-1, Part I

Change 34

II 27-83-6

II 27-83-7

II 27-84-1

II 27-85-2

II 27-85-3

II 27-86-4

II 27-87-1

II 27-87-2

II 27-87-4

II 27-87-5

II 27-87-6

II 27-88-1

Circulars

DVB Circular 20-74-3 and change I

DVB Circular 20-75-27 and changes 2, 3, 4, and 6

Paragraph 6 of DVB Circular 20-76-14

Appendix J to DVB Circular 20-76-84

DVB Circular 20-78-26, appendix A and change I

DVB Circular 20-78-33

DVB Circular 27-76-2

DVB Circular 27-78-7

DVB Circular 27-78-9

DVB Circular 27-78-11 and changes 1 and 2

DVB Circular 27-80-9

DVB Circular 27-84-3

Circular 20-95-1

v

June 7, 1990 M27-1, Part I

Change 34

CONTENTS

PART I.GENERAL

CHAPTER PAGE

1\. Introduction. 1-1

2\. Organization 2-1

3\. Office Administration 3-I

4\. Claims Presentation. 4-1

5\. Systematic Analysis of Operations and Supervisory Visits 5-1

6\. Quality Control 6-1

7\. Productivity, Work Measurement, and Reporting 7-1

8\. Statistical Reporting 8-1

9\. \[Work-Study Allowance\] Program 9-1

10\. Training 10-1

11\. Insurance Program 11-1

12\. Outreach Activities 12-1

vii