**Veterans Benefits Administration M21-1MR, Part II, Chapter 4 &**

**Department of Veterans Affairs Chapter 8**

**Washington, DC 20420 December 17, 2008**

#### 

#### Transmittal Sheet 

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| #####      | > This is the initial release of Veterans Benefits      |
|  M21-1MR,  | > Manual M21-1MR, Part II**,** "Direct Services;"       |
|            | > Chapter 4, **"**Personal Interviews", and Chapter 8,  |
| #          | > "Reference Information"                               |
| #### Part  | >                                                       |
| II, Chapte | > The new Part II, Chapter 4 provides general           |
| rs 4 and 8 | > guidelines for conducting personal interviews,        |
|            | > dealing with unruly or threatening behavior, tips for |
|            | > successful interviewing, and handling informal        |
|            | > claims.                                               |
|            | >                                                       |
|            | > Chapter 4 consists of the following sections:         |
|            |                                                         |
|            | -   **Section 1** -- "General Guidelines for Conducting |
|            |     Interviews"                                         |
|            |                                                         |
|            | -   **Section 2** -- "Waiting Area"                     |
|            |                                                         |
|            | -   **Section 3** -- "Interview Area"                   |
|            |                                                         |
|            | -   **Section 4** - "The Interview Process"             |
|            |                                                         |
|            | -   **Section 5** -- "Tips for Successful Interviewing" |
|            |                                                         |
|            | -   **Section 6** -- "Dealing with Unruly or            |
|            |     Threatening Behavior"                               |
|            |                                                         |
|            | -   **Section 7** -- "Handling Informal Claims"         |
|            |                                                         |
|            |     The new Part II, Chapter 8 provides reference       |
|            |     materials that will assist the interviewer in       |
|            |     meeting their responsibilities.                     |
|            |                                                         |
|            |     Chapter 8 consists of the following sections:       |
|            |                                                         |
|            | ```{=html}                                              |
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|            | ```                                                     |
|            | -   **Section 1 --** "VA Forms"                         |
|            |                                                         |
|            | -   **Section 2 --** "VA Publications and Pamphlets"    |
|            |                                                         |
|            | -   **Section 3 --** "Web Based References"             |
|            |                                                         |
|            | -   **Section 4 --** "Writing References"               |
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| #####      |                                                         |
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*Continued on next page*

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#### 

#### Transmittal Sheet, continued 

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| #####      | > As this is the initial release of Part II, Chapters 4 |
| Notable Ch | > and 8, there are no changes applicable to this        |
| anges Incl | > release.                                              |
| uded in Th |                                                         |
| is Release |                                                         |
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| ##### R    | > None                                                  |
| escissions |                                                         |
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| #####      | > By direction of the Under Secretary for Benefits      |
|  Authority |                                                         |
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| #####      | > **/s/**                                               |
|            |                                                         |
| #####      | Bradley G. Mayes, Director                              |
|            |                                                         |
| #####      | Compensation and Pension Service                        |
|  Signature |                                                         |
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| ##### Di   | Distribution: RPC: 2068                                 |
| stribution |                                                         |
|            | FD: EX: ASO and AR (included in RPC 2068)               |
|            |                                                         |
|            | > LOCAL REPRODUCTION AUTHORIZED AS NEEDED               |
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