5. Prescribed Opening and Closing of Calls Introduction This topic provides guidance on how to properly open and close all telephone related interviews or inquiries, including: opening of calls parts of the call opening example of call opening finishing phrases examples of finishing phrases, and closing the call. Change Date Initial content load September 2012 a. Opening of Calls The initial opening of the telephone call is of critical importance in that it may potentially set the tone for the interview or inquiry. Properly done, a good, professional opening can convey your: attitude to the caller confidence, and willingness to be of service. b. Parts of the Call Opening The opening of the telephone call has three parts: identification of the organization (for example, Department of Veterans Affairs or VA) personal identification (your name), and an opening phrase. c. Example of Call Opening “Department of Veterans Affairs (or VA). This is (or my name is) (first name only, first and last name or Mr./Mrs./Ms. Last name). How may I help you?” d. Finishing Phrases After summarizing the actions you have completed, the use of a finishing phrase is helpful in steering the conversation to a successful close. This is especially true when dealing with a talkative or rambling caller. Note: Use care when using finishing phrases. Depending upon your tone and the way the phrase is presented, it may be misconstrued as rude.
Continued on next page , Continued e. Examples of Finishing Phrases When possible, try and use the following examples of finishing phrases: “It’s been nice talking with you today, but I do have to go now.” “Thank you for calling. I wish I had more time to talk with you, but I have to go now.” “Well, it’s been great talking with you today.” “I wish I wasn’t so busy today so I could spend more time talking with you.” “Thanks for calling today. I do have to take some other calls now.” “Well, it sure sounds like we’ve covered everything today. Thanks for calling.” f. Closing the Call Use the following four steps in closing the telephone call: 6. Courtesy Tips Introduction This topic provides some general courtesy tips and guidance, including: customer service and courtesy your speaking voice and how to improve it your listening skills and how to improve them acknowledging the caller’s feelings effective customer service techniques being caring and considerate being committed to customer service, and
(continued) 8. Handling Threatening or Abusive Calls Introduction This topic contains information on handling threatening or abusive calls, including: general information and tips handling abusive language or behavior documenting the abusive call threats to computer systems personal threats to an employee, and bomb threats Change Date Initial content load September 2012
d. Initiating Tracer Action on Paper Checks if Notified via Personal Take the following steps to initiate tracer action if notification is made via a personal walk-in: Note: If notification is made via mail, send the mail to Finance Activity for appropriate corrective action. e. Procedures for Action on Direct Deposit If notification of non-receipt of a direct deposit payment is made via a telephone call: complete , and forward it to the PCTC mailbox for corrective action. Continued on next page , Continued (continued) If notification of non-receipt of a direct deposit payment is made via a personal walk-in: complete , and forward it to the Finance Activity for corrective action. If notification is made via mail, send the mail to Finance for appropriate corrective action. f. Receiving Multiple Payments Ensure that you inform the payee that only one payment is payable. If the payee receives both the original and replacement payment, one of the payments must be returned to the Department of Treasury, Financial Management Services, . g. Timeline for Issuing a The table below shows the timeline for issuing a replacement check after the tracer action has been submitted.
a. General Information on Releasing Decision or Award Information On occasion, VBA receives inquiries from claimants who indicate that their claim has been completed, but they have not received their notification letter/rating decision and want to know the decision that has been made. This occasionally occurs when the claimant’s POA notifies him/her that a decision was made prior to VA mailing the award letter and rating decision, or the documents have not yet been delivered by the post office. b. Policy on Releasing Information From a Rating Decision or Award Letter Until the claimant receives and thoroughly reads the notification letter and decision, we should not discuss the details of what was decided. The letter and rating decision provide detailed information as to the decision and the reasons and bases for that decision. In addition, the letter also includes the claimant’s appeal rights. The letter should answer most, if not all, potential questions. If after thoroughly reading the letter and decision the claimant has any questions, please suggest that the claimant call back. Note: There are differences in how we handle these types of calls when the address is correct versus incorrect. (See Guidance in block 14.c). c. General Guidance on Releasing Information From a Rating Decision or Award Letter The following general guidance is provided to deal with these types of inquiries: Verify that an award letter and/or rating decision has been completed Check the date of the completed end product Verify the claimant’s address Provide a minimum of 10 mailing days (14 calendar days) for the receipt of the notification letter. Continued on next page , Continued
, Continued (continued) If a PCR cannot answer an inquiry (by phone or IRIS), he/she will initiate a VAI based on these rules. As previously stated, these rules are not all- inclusive and do not cover every possible scenario. In all cases where there is a question as to the appropriateness of the initiation of a VAI, PCRs should seek their supervisor’s guidance. f. Brokered Claims If a claim has been brokered, VAIs should only be sent to the station of jurisdiction (SOJ), and not to the brokered station. The SOJ will maintain responsibility for the VAI response. PCRs will identify the SOJ using MAP-D. If a claim has been temporarily transferred, they will use the SOJ that existed prior to the temporary transfer. g. Consolidated Claims For consolidated claims (i.e., pension claims), if after a thorough review of all available systems (Share, MAP-D, etc.), there is inadequate information to answer an inquiry, a VAI should be forwarded to the appropriate SOJ or PMC for reply. h. Claims Control/Share If the caller alleges he/she submitted a claim, but no pending claim exists in Share (and after review of MAP-D notes, , and the “Claims/Denials” screen in the Corporate record): A VAI should be initiated when there is no claim pending in Share 21 days (or more) after the claim was submitted by the claimant. In addition, a , should be completed to secure the date of claim. Note: This includes both rating and non-rating issues. Continued on next page , Continued i. Claims in an “Open” Status For claims showing as ”Open” in MAP-D, the following table should be used to determine the VAI initiation time frames to be used for the following end product series (110, 010, 020, 140, 120, 180, and 190).
l. Claims Pending Authorization For claims not at a PMC pending authorization: VAI should be initiated for any claim pending authorization 10 days (or more) after the Regional Office timeliness. For claims pending authorization at the Pension Maintenance Centers (PMCs) - , and : VAI should be initiated for any claim pending authorization for 20 days (or more) after the Regional Office timeliness. Note: This includes both rating and non-rating issues. Continued on next page , Continued m. Burial Claims or General Dependency Claims (End Products: 160, 130) A VAI should be initiated for these claims that have been inactive for 60 days or more AND the claim has been in this status 10 days longer than Regional Office pending claims timeliness for open status .