In This Section

Introduction

• purpose of initial mail screening, and
• overview of the screening process and mail flow.

Change Date

II.i.2.A.1.a.  Purpose of Initial Mail Screening

• warrants priority processing because of its nature or facts
• is submitted with evidence that requires review by the rating activity
• is incomplete and requires further development, or
• warrants denial.

• screening and processing mail in the Centralized Mail (CM) portal, see M21-1, Part II, Subpart i, 2.A.5
• priority processing, see M21-1, Part X, Subpart i, 1
• referrals to the rating activity, see M21-1, Part V, Subpart i, 1.B
• awarding aid and attendance based on a beneficiary’s status as a patient in a qualified nursing home, see M21-1, Part IX, Subpart ii, 1.B.2, and
• when a rating decision for insanity is required, see M21-1, Part X, Subpart iv, 2.A.1.d.

II.i.2.A.1.b.  Overview of the Screening Process and Mail Flow

Introduction

• responsibilities of the IPC or the development activity upon receipt of a claim or legacy appeal
• determining the benefit sought and type of claim
• checking for the proper signature
• processing on-line applications without a signature, and
• checking for
  • basic eligibility to the benefit sought
  • character of discharge (COD)
  • service verification
  • blank spaces on the application or insufficient information, and
  • acceptable dependency information.

Change Date

II.i.2.A.2.a.  Responsibilities of the IPC or the Development Activity Upon Receipt of a Claim or Legacy Appeal

• ensuring the claim or legacy appeal is substantially complete
• verifying that basic eligibility exists
• processing all submitted documents properly, and
• updating the records using
  • the Share corporate database
  • the Veterans Benefits Management System (VBMS)
  • Modern Awards Processing – Development
  • the Veterans Appeals Control and Locator System (VACOLS), and/or
  • Caseflow.

• 38 CFR 3.159(a)(3), and
• M21-1, Part I, Subpart i, 1.A.4.f.

II.i.2.A.2.b.  Determining the Benefit Sought and Type of Claim

II.i.2.A.2.c.  Checking for the Proper Signature

• processing on-line applications without a signature, see M21-1, Part II, Subpart i, 2.A.2.d
• claimant signatures, see M21-1, Part II, Subpart i, 2.B.2, and
• signature requirements for burial claims, see M21-1, Part XI, Subpart iii, 1.A.4.a.

II.i.2.A.2.d.  Processing On-Line Applications Without a Signature

II.i.2.A.2.e.  Checking for Basic Eligibility to the Benefit Sought

II.i.2.A.2.f.  Checking for COD

II.i.2.A.2.g. Checking for Service Verification

II.i.2.A.2.h.  Checking for Blank Spaces on the Application or Insufficient Information

• VA’s duty to notify claimants of necessary information or evidence, see M21-1, Part III, Subpart i, 2.B.1.a
• criteria for substantially complete applications, see M21-1, Part I, Subpart i, 1.A.4.f, and
• screening for a complete application and notification requirements, see M21-1, Part II, Subpart iii, 1.C.

II.i.2.A.2.i.  Checking for Acceptable Dependency Information

Introduction

• screening subsequent claims for pending appeals
• processing claims that are duplicative of a legacy or Board of Veterans’ Appeals (BVA) appeal, and
• informing the claimant that a claimed contention is already on appeal.

Change Date

II.i.2.A.3.a.  Screening Subsequent Claims for Pending Appeals

II.i.2.A.3.b.  Processing Claims That Are Duplicative of a Legacy or BVA Appeal

II.i.2.A.3.c.  Informing the Claimant That a Claimed Contention Is Already on Appeal

Introduction

• importance of effective mail management, and
• individual and group responsibilities.

Change Date

II.i.2.A.4.a.  Importance of Effective Mail Management

II.i.2.A.4.b.  Individual and Group Responsibilities

Introduction

• Super User mail-processing role in the CM portal
• Basic User mail-processing role in the CM portal, and
• processing
  • mail in CM, and
  • solicited and unsolicited mail.

Change Date

II.i.2.A.5.a.  Super User Mail-Processing Role in the CM Portal

• reviews and distributes all mail in the CM portal
• notifies the IPC supervisor if mail containing Federal tax information (FTI) is discovered in the CM portal
• routes mail to work queues based on a first in, first out (FIFO) received date
• mentors Basic Users
• provides guidance to Basic Users on processing complex mail, and
• if applicable, processes the more complex cases.

• Super Users should not prescreen mail before distributing it to work queues.
• All users must process mail based on FIFO principles.

• In the CM portal, only Super Users can transfer mail to another RO’s CM queue.
• IPC supervisors provide direction to non-supervisory Super Users on the amount of mail Super Users distribute to basic users.

II.i.2.A.5.b.  Basic User Mail-Processing Role in the CM Portal

• screens mail assigned to the user’s work queue
• notifies the Super User and/or IPC supervisor if mail containing FTI is discovered in the CM portal
• establishes new claims or legacy appeals, including
  • entering contentions
  • sending Section 5103 notices (when applicable)
  • assigning claims to the appropriate segmented lane, and
  • routing paper claims folders to scanning vendors for conversion (when necessary)
• makes necessary system updates for currently pending claims, including
  • updating the claim-level suspense, and
  • managing evidence/tracked items
• updates claimant information in all applicable VA systems, and
• uploads the mail into the appropriate electronic claims folder (eFolder) in VBMS or sends it to the appropriate business line.

• establishing claims in VBMS or Share, see M21-1, Part II, Subpart iii, 3.A.1
• managing evidence, see the VBMS Job Instruction Sheet – Manage Evidence
• updating claimant information in VA systems, see M21-1, Part II, Subpart iii, 3.B
• address changes for incompetent Veterans by a power of attorney (POA) or fiduciary, see M27-1, Part I, 7.5.j, and
• the role of the Basic User in CM, see the Centralized Mail Portal User Manual.

II.i.2.A.5.c.  Processing Mail in CM

II.i.2.A.5.d.  Processing Solicited and Unsolicited Mail