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Updated Oct 31, 2022

In This Section 

  
This section contains the following topics:
 
Topic
Topic Name
1
2
3
 

1.  Overview of CM Process

 

Introduction

  
This topic provides an overview of the Department of Veterans Affairs (VA) CM processing, including

Change Date

  
December 7, 2016

II.i.1.A.1.a.  Intent of CM

  
Centralizing conversion of incoming paper to an electronic medium in the Centralized Mail (CM) process is intended to
  • eliminate paper handling by the Department of Veterans Affairs (VA) personnel at regional offices (ROs)
  • reduce the number of times mail is handled in any medium
  • expedite uploading of claims, evidence, and other mail to electronic claims folders (eFolders)
  • improve customer service and claims processing timeliness through improved mail control processes, and
  • implement first in, first out (FIFO) workflow for all mail received.
Reference:  For more information on CM, see the CM webpage.
 

II.i.1.A.1.b.  Roles and Responsibilities in the CM Process

  
The intake processing center (IPC) is responsible for initial screening, control, and uploading to the appropriate eFolder of mail received in the CM portal.
 
Reference:  For more information on IPC roles and responsibilities, see M21-1, Part I, Subpart ii, 1.A.1.b.
 

II.i.1.A.1.c.  Definitions of CM Terms

  
For definitions of terms related to CM processing, see the table below.
 
Term
Definition
received date
The date the mail is received at the scanning vendor is displayed in the CM portal as the received date.
 
The table below outlines what date is displayed in the CM portal.
 
If mail is received …
Then the receipt/received date is the date …
by the RO and sent to the vendor
stamped by the RO.
directly at the vendor
applied to the resulting scanned/converted image by the vendor.
 
Note:  If an earlier date of receipt is discovered, the Veterans Benefits Management System (VBMS) allows the user to edit this data field.
 
Reference:  For more information on editing document properties in VBMS, see the VBMS Core User Guide.
FIFO
FIFO refers to the practice of processing documents according to oldest date received rather than by type of document.
 
Note:  The oldest date received is based on the CM portal entry date.
  • packet, or
  • package
A packet or package pertains to a mail bundle for a single claimant and may contain one or more documents.
document
Documents are single files of one or more pages/images and are part of a packet or package.
image
The optical reproduction of the document/page contained in a packet or package.
United States Postal Service (USPS) Priority Mailbox
A standard box normally used for shipping mail to the scanning vendor in the CM process.
bankers box
A standard, white box normally used to ship paper claims folders and service treatment records (STRs).
 
Reference:  For more information on earliest date of receipt, see M21-1, Part II, Subpart i, 2.B.

2.  Receipt, Separation, and Routing of Physical Mail in an RO Mailroom

Introduction
 
This topic provides an overview of processing physical mail received in an RO mailroom, including

Change Date
 
May 4, 2022

II.i.1.A.2.a.  Sources of Physical Mail Received at the RO
 
The USPS automatically sends mail to the scanning vendor when the claimant uses the centralized mail address provided in all development letters.
 
Physical mail received by the ROs may come from various sources, including, but not limited to
  • Veterans service organizations (VSOs)
  • walk-in via Public Contact Team (PCT)
  • an appellant attending a hearing
  • other courier services, including
    • United Parcel Service (UPS)
    • FedEx
    • DHL, and
    • other private messenger services
  • VA satellite offices, including
    • out-based offices
    • Benefits Delivery at Discharge, and
    • Integrated Disability Evaluation System intake centers
  • USPS mail addressed to the previously published RO address, prior to the establishment of CM, and
  • USPS undeliverable mail.

II.i.1.A.2.b.  Separating and Routing Physical Mail
 
When physical mail is received by the RO, the mail clerk opens, date stamps, and separates the mail by VA business lines and/or addresses including
  • Veterans Service Centers (VSCs)
  • pension management centers (PMCs)
  • decision review operations centers (DROCs)
  • Board of Veterans’ Appeals (BVA)
  • fiduciary hub (hub)
  • Education Service
  • Insurance Service
  • Loan Guaranty Service
  • Veterans Health Administration (VHA)
  • Veteran Readiness and Employment Service
  • National Cemetery Administration
  • Human Resources Management
  • Director’s office, and
  • co-located VSOs.
Once separated, use the table below to route the physical mail.
 
If mail …
Then …
requires routing to
  • a VSC
  • a PMC
  • a hub
  • a DROC, or
  • BVA
follow the procedures in M21-1, Part II, Subpart i, 1.A.2.c to ship to the appropriate scanning vendor.
 
Note:  Ship Freedom of Information Act (FOIA) and Privacy Act (PA) requests to the scanning vendor for processing in the CM portal.
 
References:  For more information on
is related to all other business lines
mail or forward (if interoffice) the documents to the appropriate business line.
is undeliverable mail containing Federal tax information (FTI)
  • scan the document(s) to the restricted FTI repository following the safeguarding procedures for FTI, and
  • follow the guidance pertaining to undeliverable essential mail.
Note:  Do not ship undeliverable mail containing FTI to the scanning vendor.
 
References:  For more information on
 
Note:  Printing a document or otherwise creating a physical copy of an electronic document to facilitate scanning or upload into an electronic records repository is not permitted.
 
Exception:  If FTI is scanned into the portal in error, print the document(s) from the portal and scan into the restricted eFolder.  Print the document and click the DOWNLOAD COMPLETE button to remove the document from the portal.  Upon printing and scanning, follow the
Reference:  For more information on date-stamping mail, see M21-1, Part II, Subpart i, 2.B.

II.i.1.A.2.c.  Shipping Mail to Scanning Vendors
 
Once the mail is separated, follow the steps in the table below to ship the mail to the scanning vendor.
 
Step
Action
1
Return the mail in the original envelope or staple the envelope to the front of the mail.
2
Securely bundle mail prior to placing it in the shipping box.
 
Note:  Only use rubber bands for packages too large for clips or staples.
3
To indicate for the vendor separation of packets for multiple claimants use a
  • sheet of paper between packets, or
  • place each packet in a manila folder.
4
Place bundled mail into a medium-sized, flat-rate USPS Priority Mailbox (11’’ x 8 ½” x 5 ½” inside).
 
Important:
  • If the volume of mail is larger or smaller than the recommended box, a different-sized container may be used as long as it is an official USPS container (box, envelope, and so on).
  • Use a standard, white bankers box when the volume of mail exceeds the capacity of multiple medium-sized, flat-rate boxes.
  • Do not ship claims folders and/or STRs via USPS or in USPS boxes.  Follow the instructions in M21-1, Part II, Subpart i, 1.B for shipping claim folders and STRs in approved bankers boxes.
5
Fill the container to approximately 90-percent capacity and add filler material. Ensure there is enough cushioning so items will not shift.
6
Insert VA Directive 6609 into the shipping container.
 
Note:  The directive cites the penalties for violation of Privacy and Health Insurance Portability and Accountability Acts.
7
Use clear, plastic shipping tape that bears the words United States Postal Service Mailing to
  • seal the box top and bottom seam, and
  • reinforce the edges.
Do not use
  • cord
  • string
  • twine
  • masking tape, or
  • cellophane tape.
8
Label the top of the box CM (for “centralized mail”).
9
Use the table below to determine the appropriate address to ship the mail to for scanning.
 
If the mail will be processed by …
Then ship the mail to …
a VSC or DROC
Department of Veterans Affairs
Claims Intake Center
PO Box 5235
Janesville, WI 53547-5235
a PMC
Department of Veterans Affairs
Pension Intake Center
PO Box 5365
Janesville, WI 53547-5365
a hub
Department of Veterans Affairs
Fiduciary Intake
PO Box 5211
Janesville, WI 53547-5211
BVA
Board of Veterans Appeals
Claims Intake Center
PO Box 5229
Janesville, WI 53547-5229
 
Note:  Place the address label inside a sealable, clear jacket, which USPS provides.
 
Notes:
  • Use the tracking service USPS offers when shipping CM for scanning.
  • Each mailroom must maintain a log of tracking numbers for future reference.
  • There is no requirement to prepare the Document Control Sheet referenced in M21-1, Part II, Subpart i, 1.B, when shipping CM for scanning.

II.i.1.A.2.d.  Proper Identification of Undeliverable Mail Containing FTI

 
 
Letters containing FTI are mailed in blue envelopes or manila envelopes.   All letters mailed in blue envelopes always contain FTI.  Letters mailed in manila envelopes may not always contain FTI.  Therefore, a review of the envelope or letter may be required to determine whether undeliverable mail contains FTI.
 
The table below provides examples of text that might appear in undeliverable mail containing FTI.
 
Note:  The examples below are not an all-encompassing list.
 
Examples
1
In reply, refer to
In reply refer to
2
What Have we Done
3
Dear Pensioner
4
What we Have Been Told
5
Dear SirMadam
6
Evidence Used to Decide Your Claim
7
To help us decide

3.   Submitting Documents Via Direct Upload

Introduction
 
This topic provides information about submitting documents via Direct Upload for inclusion in the claims folder, including

Change Date
 
December 30, 2020
 

II.i.1.A.3.a.  Availability and Proper Use of Direct Upload

  
Direct Upload is available for submitting documents for inclusion in the claims folder.  Direct Upload may be used by
  • PCT personnel
  • VSOs
  • VHA personnel, and
  • claimants.
Important:
  • Once a submission is uploaded, do not mail the original, as this will create duplicates in the claims folder.
  • Send only one claimant’s information per submission.  Sending more than one claimant’s information in a single submission risks the
    • misplacement of one claimant’s information into another claimant’s eFolder, and
    • unintentional release of personally identifiable information.
Note:  In addition to Direct Upload, claimants and VSOs may utilize other VA claims submission service websites for submission of claims and evidence.
 

II.i.1.A.3.b.  Confirming Successful Submission

  
After submitting documents to the scanning vendor, senders must
  • verify in Direct Upload that all steps of submission have been successful, and
  • review the claims folder to ensure the submission was completely uploaded to the claims folder.