special signature provisions. Change Date April 20, 2018 a. Prepared by NCC, IRC, and NPCC Correspondence prepared by the National Call Centers (NCCs), IRIS Response Center (IRC), National Pension Call Center (NPCC), and RO PCT will be released under the authority granted to the NCC Manager (NCCM), the NIRC Manager (NIRCM), the NPCC Manager (NPCCM), and the Veterans Service Center Manager (VSCM) or, in the absence of the NCCM, NIRCM, NPCCM, or VSCM, the person designated as acting manager. Correspondence prepared and released by the NCC, NIRC, NPCC, and PCT will be prepared with the standard RO header and signature block. b. Special Signature Provisions If there are compelling reasons, such as a special correspondence response or an escalated issue, that the NCCM, NIRCM, NPCCM, or VSCM feels requires the signature of the NCCM, NIRCM, NPCCM, or VSCM, the director may authorize NCC, NIRC, NPCC, or PCT correspondence to be signed with the name and title of the NCCM, NIRCM, NPCCM, or VSCM instead of the standard RO signature block. ________________________________________________________________ 3. Handling Incoming Special Controlled Correspondence Introduction This topic provides guidance and information on recognizing and handling the various types of incoming correspondence received by VA, including: definitions for special controlled correspondence, and identifying, processing, and following up on special controlled correspondence Change Date April 20, 2018
4. Handling Various Types of Incoming Non-Controlled Correspondence Introduction This topic provides guidance and information on recognizing and handling the various types of incoming correspondence received by VA, including: definition of non-controlled correspondence, identifying, processing, and following up on non-controlled correspondence, handling redundant and unnecessary correspondence, handling misdirected mail dealing with appellate issues, and handling correspondence that is not associated with a claims folder Change Date April 20, 2018 a. Definitions for Non-controlled correspondence is routine correspondence from a member of the public not identified as evidence or a claim. The mail is not controlled, but is tracked and is to have a final response provided to the customer within 10 business days. Note: The first business day following receipt of the correspondence item is considered to be day one of the business day requirement for final response. b. Processing Non-Controlled The table below contains instructions for processing non-controlled correspondence. Note: Establishing EP 400 for non-controlled correspondence will entail the “one-time PCLR” function in SHARE in which the 400 EP is established and cleared with a single command only when a customer’s correspondence is
_____________________________________________________________ Continued on next page ________________________________________________________________ c. Service Verification Letters Sometimes used in lieu of a DD Form 214, Certificate of Release or Discharge from Active Duty, or other discharge document, service verification letters outline the specifics of a Veteran’s military service and certify the information to be accurate. For customers asking for a copy of a DD Form 214, always ask if a service verification letter will suffice. Note: Prior to preparing the requested letter, review the system of records to ensure that the Veteran’s service has been verified. In order to generate a service verification letter, the following information must be verified in VA systems: All the service information including Entry on Duty (EOD) and Release from Active Duty (RAD) dates, branch of service, character of discharge, and separation reason, Character of service must show "HON" or "UHC," Note: The service verification letter states that the Veteran is “honorably” discharged. For VA and Office of Personnel Management (OPM) purposes, discharges of Honorable (HON) and Under Honorable Conditions (UHC) count as being “honorably” discharged. Branch of service code is not "ARNG" or "ANG," Separation reason is "SAT," and If the Veteran's RAD is prior to June 1, 1968, there is a "Y" in the VER field, or If the Veteran's RAD is June 1, 1968, or later there is a "Y" in either the VER field or VADS field.
f. Disability Percent Letters or Civil Service Preference Letters by Veterans Returned to Active Duty For Veterans requesting a disability percent letter or Civil Service preference letter (CSPL) and the Veteran’s record reflects a terminated status because he/she returned to active duty, do not send any letter stating the Veteran is evaluated at X% or eligible to receive compensation at a particular dollar amount. According to , to receive a preference, the Veteran must have been discharged or released from active duty in the Armed Forces under honorable or general conditions. Therefore, if the Veteran is still on active duty, no CSPL can be provided. Advise a Servicemember who is on active duty and wants this type of letter that VA can provide the letter, if appropriate, after he/she has been released from active duty. Continued on next page ______________________________________________________________ g. Commissary Letters Unlimited exchange and commissary store privileges are available to: honorably discharged Veterans with a service-connected disability rated at 100 percent, to include a rating of Individual Unemployability (IU), unremarried surviving spouses of 100 percent service-connected Veterans, retired members of the armed forces, and recipients of the Medal of Honor, and their dependents and orphans. The following commissary letters are available for use: Important: Include DD Form 1172, Application for Uniformed Services Identification Card DEERS Enrollment, as an attachment with this letter. Notes: VA provides certification of total disability. National Guard members, Reservists, and their dependents may also be eligible.
the purpose of the VA Form 27-0820 (Series) what information to include on VA Form 27-0820 examples of appropriate uses of VA Form 27-0820 when not to use the VA Form 27-0820 (Series) forms, and the seven versions of VA Form 27-0820 (Series). Change Date April 20, 2018 a. Purpose of VA Form (Series) VA Form 27-0820 is a series of seven forms. The purpose of the VA Form 27-0820 (Series) is to: record discussions involving potentially controversial matters between VA employees and claimants, representatives of claimants, or other persons, record evidentiary information or facts received by a VA employee that may supplement the record, request action be taken in response to information provided by the customer, or document information provided to the customer or actions taken by the VA employee. b. What Information to Include on VA Form 27-0820 Each VA Form 27-0820 submitted must include: the date of contact, the identifying information for the Veteran and contact information for the Veteran or individual contacted, a complete and accurate reflection of the information brought out during the contact, indication that the notification of action statement was read to the customer (if applicable), indication that the proper Identification Protocol requirements were met (if applicable), the designated representative information (if applicable), the appropriate employee identification and signature, and show the action taken by the employee as a result of the contact. Continued on next page c. Examples of Appropriate Uses of VA The use of VA Form 27-0820 includes, but is not limited to: controversial matters when additional evidence is received,