## Chapter 2. Receiving Chapter 31 Claims

#### 1. General Information on Claims for Chapter 31

+------------+---------------------------------------------------------+
| ##### In   | > This topic contains general information on Chapter 31 |
| troduction | > claims, including                                     |
|            |                                                         |
|            | -   a reference for definitions related to Chapter 31   |
|            |     claims                                              |
|            |                                                         |
|            | -   who can submit a request for Chapter 31 benefits    |
|            |                                                         |
|            | -   how to request Chapter 31 benefits, and             |
|            |                                                         |
|            | -   required Chapter 31 applicant information.          |
+------------+---------------------------------------------------------+

+------------+---------------------------------------------------------+
| ##### C    | > December 06, 2006                                     |
| hange Date |                                                         |
+------------+---------------------------------------------------------+

+------------+---------------------------------------------------------+
| ##### a.   | > Definitions of the following terms related to Chapter |
| Definition | > 31 claims, are as follows:                            |
| s Related  |                                                         |
| to Chapter | -   claim -- a specific request to receive benefits     |
|  31 Claims |     under the Chapter 31 program                        |
|            |                                                         |
|            | -   informal claim -- any communication or action       |
|            |     indicating an intent to apply for rehabilitation or |
|            |     employment assistance under the Chapter 31 program  |
|            |                                                         |
|            | -   application -- *VA Form 28-1900, Disabled Veterans  |
|            |     Application for Vocational Rehabilitation*          |
|            |                                                         |
|            | -   original claim -- a first request to receive        |
|            |     Chapter 31 benefits                                 |
|            |                                                         |
|            | -   reopened claim -- any subsequent request for        |
|            |     Chapter 31 benefits                                 |
|            |                                                         |
|            | -   pending claim -- any claim for which an             |
|            |     entitlement/eligibility decision has not been       |
|            |     rendered, and                                       |
|            |                                                         |
|            | -   completed claim -- any claim for which an           |
|            |     entitlement/eligibility decision has been rendered. |
+------------+---------------------------------------------------------+

+------------+---------------------------------------------------------+
| ##### b    | > A request for Chapter 31 benefits can be submitted by |
| . Who can  | > either                                                |
| submit a R |                                                         |
| equest for | -   the individual requesting the benefit, such as a    |
|  Chapter 3 |                                                         |
| 1 Benefits | ```{=html}                                              |
|            | <!-- -->                                                |
|            | ```                                                     |
|            | -   veteran, or                                         |
|            |                                                         |
|            | -   servicemember                                       |
|            |                                                         |
|            | ```{=html}                                              |
|            | <!-- -->                                                |
|            | ```                                                     |
|            | -   a legally recognized guardian or fiduciary or an    |
|            |     authorized representative appointed to act on the   |
|            |     individual's behalf                                 |
|            |                                                         |
|            | -   a Member of Congress acting on the individual's     |
|            |     behalf, or                                          |
|            |                                                         |
|            | -   an officer or other representative from one of the  |
|            |     Veterans' Service Organizations.                    |
+------------+---------------------------------------------------------+

Continued on next page

1\. General Information on Claims for Chapter 31, Continued

+------------+---------------------------------------------------------+
| ###        | > To request Chapter 31 benefits, veterans,             |
| ## c. How  | > hospitalized servicemembers, servicemembers on        |
| to Request | > medical hold or medical holdover, and servicemembers  |
|  Chapter 3 | > within six months of separation from active duty must |
| 1 Benefits | > submit *VA Form 28-1900, Disabled Veterans            |
|            | > Application for Vocational Rehabilitation* either by  |
|            |                                                         |
|            | -   manually completing and submitting a paper version  |
|            |     of the application, or                              |
|            |                                                         |
|            | -   accessing, completing, and submitting an electronic |
|            |     version of the application using the Veterans       |
|            |     On-Line Application System (VONAPP) at the          |
|            |     Department of Veterans Affairs (VA) Web site        |
|            |     [www.va.gov](http://www.va.gov/).                   |
|            |                                                         |
|            | > ***References***:                                     |
|            |                                                         |
|            | -   For more information on                             |
|            |                                                         |
|            | ```{=html}                                              |
|            | <!-- -->                                                |
|            | ```                                                     |
|            | -   formal claims, see 38 CFR 21.30, and                |
|            |                                                         |
|            | -   informal claims, see 38 CFR 21.31.                  |
+------------+---------------------------------------------------------+

+------------+---------------------------------------------------------+
| #          | > The following applicant information is necessary to   |
| #### d. Ne | > process a *VA Form 28-1900*:                          |
| cessary Ch |                                                         |
| apter 31 A | -   name                                                |
| pplicant I |                                                         |
| nformation | -   Social Security number (SSN) or claim number, and   |
|            |                                                         |
|            | -   current mailing address.                            |
+------------+---------------------------------------------------------+
|            | ***Note***: Vocational Rehabilitation and Employment    |
|            | (VR&E) staff cannot complete a claim until a completed  |
|            | and signed *VA Form 28-1900, Disabled Veterans          |
|            | Application for Vocational Rehabilitation* is           |
|            | submitted.                                              |
+------------+---------------------------------------------------------+

#### 2. Receiving VA Form 28-1900 Paper Applications

+------------+---------------------------------------------------------+
| ##### In   | > This topic contains information on receiving a hard   |
| troduction | > copy of *VA Form 28-1900* including                   |
|            |                                                         |
|            | -   who receives a *VA Form 28-1900*                    |
|            |                                                         |
|            | -   prioritization of *VA Form 28-1900*                 |
|            |                                                         |
|            | -   date stamping and forwarding a *VA Form 28-1900*    |
|            |                                                         |
|            | -   guidelines for date stamping a *VA Form 28-1900*,   |
|            |     and                                                 |
|            |                                                         |
|            | -   receiving an incomplete *VA Form 28-1900*.          |
+------------+---------------------------------------------------------+

+------------+---------------------------------------------------------+
| ##### C    | > December 06, 2006                                     |
| hange Date |                                                         |
+------------+---------------------------------------------------------+

+------------+---------------------------------------------------------+
| ##### a    | > Any VA employee may receive a *VA Form 28-1900* paper |
| . Who Rece | > application. If an individual in a division other     |
| ives a VA  | > than the Vocational Rehabilitation and Employment     |
| Form 28-19 | > (VR&E) Division receives a request for Chapter 31     |
| 00 Paper A | > benefits, he/she should forward the application to    |
| pplication | > the VR&E Division.                                    |
+------------+---------------------------------------------------------+
|            | ***Note***: Applications are only received on business  |
|            | days.                                                   |
+------------+---------------------------------------------------------+

+------------+---------------------------------------------------------+
| #####      | > The VA employee who receives a *VA Form 28-1900* is   |
| b. Date St | > responsible for date stamping it with the current     |
| amping and | > date in the space provided. This shows the date that  |
|  Forwardin | > VA received the application.                          |
| g a VA For | >                                                       |
| m 28-1900  | > After date stamping it, the *VA Form 28-1900*         |
|            | > application must be forwarded to the individuals      |
|            | > responsible for                                       |
|            |                                                         |
|            | -   completing the claims establishment action (CEST)   |
|            |                                                         |
|            | -   completing the Generated Eligibility Determination  |
|            |     (GED), and                                          |
|            |                                                         |
|            | -   creating the Counseling/Evaluation/Rehabilitation   |
|            |     (CER) folder.                                       |
+------------+---------------------------------------------------------+

Continued on next page

2\. Receiving VA Form 28-1900 Paper Applications, Continued

+------------+---------------------------------------------------------+
| b\. Date   | > ***Important:*** The VA employee who completed the    |
| Stamping   | > CEST action may not be the same individual who        |
| and        | > completes the GED processing.                         |
| Forwarding | >                                                       |
| a VA Form  | > ***Note***: Use a date stamp to record the receipt    |
| 28-1900    | > date on *VA Form 28-1900*; it cannot be handwritten.  |
| (          |                                                         |
| continued) |                                                         |
+------------+---------------------------------------------------------+

+-----------------------------------------------------------------------+
| > ***References***:                                                   |
|                                                                       |
| -   For more information on                                           |
|                                                                       |
| ```{=html}                                                            |
| <!-- -->                                                              |
| ```                                                                   |
| -   claims establishment action (CEST), see M28.IV.ii.3 (TBD)         |
|                                                                       |
| -   Generated Eligibility Determination (GED), see M28.IV.ii.3 (TBD), |
|     and                                                               |
|                                                                       |
| -   Counseling/Evaluation/Rehabilitation (CER), see                   |
|     [M28.II.2.A.3](../M28.II.2.A.3).                                  |
+-----------------------------------------------------------------------+

+------------+---------------------------------------------------------+
| ##### c.   | > To process *VA Form 28-1900*                          |
|  Processin |                                                         |
| g *VA Form | -   schedule an appointment date and send notification  |
|  28-1900*  |     of the scheduled appointment to the veteran using   |
|            |     *CS-004, Initial Evaluation Appointment* with       |
|            |     Vocational Rehabilitation Counselor                 |
|            |     (VRC)/Counseling Psychologist (CP)                  |
|            |                                                         |
|            | -   create a CER folder according to                    |
|            |     [M28.II.2.A.3](../M28.II.2.A.3), and                |
|            |                                                         |
|            | -   place the application in the left flap of the CER   |
|            |     folder.                                             |
+------------+---------------------------------------------------------+

  -----------------------------------------------------------------------
  ***Note:*** Obtain any missing or incomplete information during the
  initial evaluation.

  -----------------------------------------------------------------------

#### 3. Receiving VA Form 28-1900 Electronic Applications

+------------+---------------------------------------------------------+
| ##### In   | > This topic contains information on receiving *VA Form |
| troduction | > 28-1900* electronic applications, including           |
|            |                                                         |
|            | -   the definition of Veterans On-Line Application      |
|            |     System (VONAPP)                                     |
|            |                                                         |
|            | -   who is responsible for receiving a VONAPP           |
|            |     application                                         |
|            |                                                         |
|            | -   information automatically printed on a VONAPP       |
|            |     application                                         |
|            |                                                         |
|            | -   when to transfer a VONAPP application to another    |
|            |     regional office (RO), and                           |
|            |                                                         |
|            | -   what documents to include when transferring a       |
|            |     VONAPP application to another RO.                   |
+------------+---------------------------------------------------------+

+------------+---------------------------------------------------------+
| ##### C    | > December 06, 2006                                     |
| hange Date |                                                         |
+------------+---------------------------------------------------------+

+------------+---------------------------------------------------------+
| ##### a    | > VONAPP is the Veterans On-line Application System     |
| . Definiti | > which may be accessed from the Department of Veterans |
| on: VONAPP | > Affairs (VA) website at                               |
|            | > [www.va.gov](http://www.va.gov/). *VA Form 28-1900,   |
|            | > Disabled Veterans Application for Vocational          |
|            | > Rehabilitation* is available on the VONAPP System.    |
+------------+---------------------------------------------------------+

+------------+---------------------------------------------------------+
| ##### b.   | > The Vocational Rehabilitation and Employment (VR&E)   |
| Who Is Res | > Officer, or designee (such as a Vocational            |
| ponsible F | > Rehabilitation Technician (VRT), VR&E Case Manager,   |
| or Accessi | > or Assistant VR&E Officer) is responsible for         |
| ng the VON | > accessing the VONAPP System and processing            |
| APP System | > applications from VONAPP.                             |
|            | >                                                       |
|            | > To receive VONAPP application(s)                      |
|            |                                                         |
|            | -   download the pending VONAPP application(s) for your |
|            |     Regional Office (RO), and                           |
|            |                                                         |
|            | -   print the pending VONAPP application(s).            |
|            |                                                         |
|            | > ***Important:*** Check the VONAPP System at least     |
|            | > once a day for all pending applications.              |
+------------+---------------------------------------------------------+

  -----------------------------------------------------------------------
  ***Note:*** The individual must sign the VONAPP application in person
  at the initial evaluation.

  -----------------------------------------------------------------------

Continued on next page

3\. Receiving VA Form 28-1900 Electronic Applications, Continued

+------------+---------------------------------------------------------+
| ##### c    | > The following information is printed at the bottom of |
| . Informat | > each page of a VONAPP application:                    |
| ion Automa |                                                         |
| tically In | -   the name of the person who submitted the            |
| cluded on  |     application                                         |
| a VONAPP A |                                                         |
| pplication | -   the date that the completed application was         |
|            |     received in VONAPP, and                             |
|            |                                                         |
|            | -   a VONAPP confirmation number.                       |
|            |                                                         |
|            | > The application is electronically dated in the upper  |
|            | > right corner. This date should be used as date of     |
|            | > claim.                                                |
+------------+---------------------------------------------------------+

  -----------------------------------------------------------------------
  ***Note:*** The confirmation number on a VONAPP application is a unique
  number that is automatically assigned by the VONAPP System to each
  claim that is submitted. The confirmation number can be used to track
  an application in VONAPP and identify printed applications submitted
  through VONAPP.

  -----------------------------------------------------------------------

+------------+---------------------------------------------------------+
| ##### d. W | > If an RO receives *VA Form 28-1900* in VONAPP and     |
| hen to Tra | > later discovers that the veteran's address is not     |
| nsfer a VO | > current and therefore the application belongs to      |
| NAPP Appli | > another RO, transfer the VONAPP application to the    |
| cation to  | > correct RO based on the veteran's correct address.    |
| Another RO |                                                         |
+------------+---------------------------------------------------------+

+------------+---------------------------------------------------------+
| ##### e    | > To transfer a VONAPP application to another RO, mail  |
| . What Doc | > the following documents to the correct RO based on    |
| uments to  | > the veteran's current address:                        |
| Include Wh |                                                         |
| en Transfe | -   a paper copy of the application, and                |
| rring a VO |                                                         |
| NAPP Appli | -   a routing slip explaining why the application is    |
| cation to  |     being transferred.                                  |
| Another RO |                                                         |
+------------+---------------------------------------------------------+

#### 4. Receiving Informal Claims

+------------+---------------------------------------------------------+
| ##### In   | > This topic contains information on receiving informal |
| troduction | > claims, including                                     |
|            |                                                         |
|            | -   definition of an informal claim                     |
|            |                                                         |
|            | -   who receives an informal claim                      |
|            |                                                         |
|            | -   verifying if a formal claim has been received       |
|            |                                                         |
|            | -   handling an informal claim from a veteran who       |
|            |                                                         |
|            | ```{=html}                                              |
|            | <!-- -->                                                |
|            | ```                                                     |
|            | -   *has* filed a formal claim, and                     |
|            |                                                         |
|            | -   *has not* filed a formal claim.                     |
+------------+---------------------------------------------------------+

+------------+---------------------------------------------------------+
| ##### C    | > December 06, 2006                                     |
| hange Date |                                                         |
+------------+---------------------------------------------------------+

+------------+---------------------------------------------------------+
| #####      | > An informal claim is any communication or action      |
|  a. Defini | > indicating an intent to apply for rehabilitation or   |
| tion: Info | > employment assistance under the Chapter 31 program.   |
| rmal Claim |                                                         |
+------------+---------------------------------------------------------+

+------------+---------------------------------------------------------+
| ##### b    | > Any VA employee may receive an informal claim for     |
| . Who Rece | > Chapter 31 benefits. If an individual in a division   |
| ives Infor | > other than the Vocational Rehabilitation and          |
| mal Claims | > Employment (VR&E) Division receives a request for     |
|            | > Chapter 31 benefits, he/she should direct the veteran |
|            | > to the VR&E Division.                                 |
+------------+---------------------------------------------------------+

+------------+---------------------------------------------------------+
| ####       | > When an informal claim for Chapter 31 is received,    |
| # c. Verif | > verify in the Benefits Delivery Network (BDN) and the |
| ying If a  | > Corporate Case Management System (CWINRS) whether a   |
| Formal Cla | > formal claim has been received.                       |
| im Has Bee |                                                         |
| n Received |                                                         |
+------------+---------------------------------------------------------+

+------------+---------------------------------------------------------+
| ##### d.   | If a veteran submits an informal claim but has already  |
| Handling a | filed a formal claim, inform the veteran of the status  |
| n Informal | of his/her application. If the veteran is already a     |
|  Claim Fro | chapter 31 participant, initiate contact to review the  |
| m a Vetera | veteran's current status in the program.                |
| n Who Has  |                                                         |
| Filed a Fo |                                                         |
| rmal Claim |                                                         |
+------------+---------------------------------------------------------+

Continued on next page

4\. Receiving Informal Claims, Continued

+------------+---------------------------------------------------------+
| ###        | > Use the table below to determine how to handle an     |
| ## e. Hand | > informal claim from an individual who has not filed a |
| ling an In | > formal claim.                                         |
| formal Cla | >                                                       |
| im From a  | > ***Important***: Be sure to provide the individual    |
| Veteran Wh | > with the option to apply over the Internet whenever   |
| o Has Not  | > possible by                                           |
| Filed a Fo |                                                         |
| rmal Claim | -   explaining to the veteran how to apply through      |
|            |     VONAPP, and                                         |
|            |                                                         |
|            | -   providing VA's web site address at                  |
|            |     [www.va.gov](http://www.va.gov/).                   |
+------------+---------------------------------------------------------+

+---------------------+------------------------------------------------+
| If an informal      | Then \...                                      |
| claim is received   |                                                |
| ...                 |                                                |
+---------------------+------------------------------------------------+
| -   in writing, or  | -   date stamp the request letter              |
|                     |                                                |
| -   via e-mail      | -   send *VA Form 28-1900* to the individual,  |
|                     |     and                                        |
|                     |                                                |
|                     | -   if the veteran                             |
|                     |                                                |
|                     | ```{=html}                                     |
|                     | <!-- -->                                       |
|                     | ```                                            |
|                     | -   *has* a                                    |
|                     |     Counseling/Evaluation/Rehabilitation (CER) |
|                     |     folder, obtain the folder and file the     |
|                     |     request in the folder, or                  |
|                     |                                                |
|                     | -   *does not have* a CER folder, retain the   |
|                     |     request in a holding file.                 |
+---------------------+------------------------------------------------+
| over the phone      | offer to send *VA Form 28-1900* to the         |
|                     | individual.                                    |
+---------------------+------------------------------------------------+
| in person           | give the individual *VA Form 28-1900* to       |
|                     | complete and provide assistance as needed.     |
+---------------------+------------------------------------------------+

  -----------------------------------------------------------------------
  ***Reference:*** For additional information on Duty to Assist, see
  [M28.III.2.C](../III.2.C)

  -----------------------------------------------------------------------