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Updated Mar 20, 2024

In This Section

  
This section contains the following topics:
 
Topic
Topic Name
1
2
3
4
5
 

1.  Overview of VCIP Shipping Procedures for Claims Folders, STRs, and Personnel Records

Introduction

  
This topic provides an overview of the VCIP processing, including

Change Date

  
October 7, 2019

II.i.1.B.1.a.  Purpose of VCIP

  
The Veterans Claims Intake Program’s (VCIP’s) mission is to
  • provide direct support to the Veterans Benefits Administration (VBA) claims process by providing procedures for intake of
    • source material
    • documentation
    • electronic records, and
    • data
  • work collaboratively with all stakeholders to manage VBA’s digital operating environment, and
  • provide procedures relating to intake capabilities and the execution/management of document conversion services contracts.
References:  For more information on

II.i.1.B.1.b.  Shipping Requirements

  
Using the record management number (RMN)/document control sheet (DCS) shipping process, a regional office’s (RO’s) intake processing center or mailroom personnel ship source materials for document conversion.
 
Important:  ROs must verify the authenticity of any DD Form 214, Certificate of Release or Discharge from Active Duty, contained in the claims folder in accordance with procedures outlined in M21-1, Part III, Subpart i, 1.B.3.a and M21-1, Part III, Subpart i, 2.D.5.b prior to shipping the folder to the vendor for scanning.
 
Notes:
  • When an RO ships loose mail to the scanning vendors using the RMN/DCS shipping process, electronic copies of the mail are directly uploaded into the appropriate electronic claims folder (eFolder), bypassing any further intake functions.  (Use this approach only for non-actionable drop-file mail that requires no system updates.)
  • ROs may ship loose mail to scanning vendors without following the RMN/DCS shipping process.  Doing so results in the creation of a pending mail packet within the CM portal.  (This approach is recommended for actionable mail that requires system updates only).
References:  For more information on

2.  RMN/DCS Shipping Process

Introduction

  
This topic provides an overview of the RMN/DCS shipping process, including

Change Date

  
March 20, 2024

II.i.1.B.2.a.  Required Shipping Resources

  
At a minimum, the following resources are required for shipping source materials:
  • workstation with computer and document printer
  • United Parcel Service (UPS) shipping label printer
  • UPS scale
  • permanent, black-ink markers
  • barcode scanner wand or gun
  • manila folders, and
  • approved shipping containers.
Note:  If the RO does not have a UPS scale on-site, one may be obtained from UPS typically free of charge, based upon shipping volume.  For those ROs with small shipping volumes, the scales are available for purchase from UPS.

II.i.1.B.2.b.  Gaining Access to the Tracking Portal

  
To obtain new-user access to the tracking portal, contact GDIT support at fcs-support@gdit.com.  The vendor will coordinate with OBI to establish access and apply the correct permissions.
 
Notes:
  • Vendors provide login instructions within 48 hours of submission of the form if access is granted.
  • Because portal access is limited, notify the VCIP mailbox if a user no longer requires access.

II.i.1.B.2.c.  Creating and Printing a DCS in VBMS

  
Follow the instructions in the Veterans Benefits Management System (VBMS) Core User Guide to create and print a DCS in VBMS.
Notes:
  • Provide a complete return address on a box of pre-discharge claims if shipping from an intake site to the scanning vendor.
  • Use white paper only when printing manifests and DCSs.
  • Verify that barcodes are not blurry (if, for example, the printer is low on toner).
  • Do not enlarge or otherwise distort images.
  • Use scan guns/wands for all data-entry shipping tasks to avoid manual keying errors.
  • Ship all pre-discharge claims and pending post-discharge claims in separate shipping containers.
  • Write pre-discharge on the outside of boxes containing pre-discharge claims.
  • Do not place other annotations or labels on boxes, except as specifically directed in this section.

II.i.1.B.2.d.  Submitting CDs, DVDs, or Other Portable Electronic Media

  
File compact discs (CDs), digital video discs (DVDs), or other portable electronic media in the claimant’s claims folder or manila folder.  Take the following actions when submitting media:
  • remove/separate the password from the media
  • write the password on a sticky note or piece of paper
  • insert the sticky note or piece of paper with the password into an envelope
  • seal the envelope, and
  • write Simon on the envelope (do not write password, as doing so will violate Department of Veterans Affairs (VA) privacy directives).
Notes:
  • Do not print the files or upload them to the eFolder.
  • The scanning vendors will
    • process any type of source material, including DVDs, CDs, microfiche, microfilm, and microdot, and
    • extract data from the media and upload it into the eFolder.
  • The Social Security Administration (SSA) started encrypting CDs issued to VA claimants, appointed representatives, and VA.  SSA places a cover letter with the decryption instructions on every CD they mail.  Ensure the decryption instructions and all documentation associated with the CD are included when shipping the CD to the scanning vendor.

II.i.1.B.2.e.  Preparing Source Materials for Shipping

  
Follow the steps in the table below to prepare materials for shipping.
 
Step
Action
1
Acquire VBMS-eligible claims folders and secure all loose materials within them.  Ensure all service treatment records (STRs) are inside the STR jacket(s).
 
Note:  Do not place non-STR materials in STR jackets for shipment, as this will result in all material therein being scanned and indexed together as STRs.
2
Assess amount of source material (claims folders and manila folders with loose mail) to fit and be shipped in a single container with the following:
  • box weight (not to exceed 50 pounds (approximately 30 pounds of paper will fit in a standard-sized shipping container); the “hand rule” referenced in Step 5 applies)
  • count (number of claims)
  • height (number of inches), and
  • availability (such as Only five pre-discharge claims received today).
3
Scan claims folders to the FCS/CS internal location for the scanning vendor’s facilities in Mt. Vernon, KY, and Boyers, PA.
 
Note:  Discontinue the use of locations that began with DCS or ICMHS.
4
Place source material in an approved shipping container.
 
The image below represents the approved shipping container.  It is made of corrugated fiberboard, measures 12” X 14-3/4” x 9-1/2”, and has lapped joints secured by wire stitching, as well as locked bottoms with hand holes.
 
image represents the approved shipping container
 
Notes:
  • When packing containers, leave enough room in each to easily insert a hand into the front of the box and touch the bottom of the box (“hand rule”).
  • If a box is not completely full, insert packing material in the box to prevent the source material from shifting and becoming damaged during shipment.
 

II.i.1.B.2.f.  Preparing a Shipping Label and a DCS ID

  
Follow the steps in the below table to prepare a shipping label for each box and a DCS identification (ID) for each claims folder.
 
Step
Action
1
On the day the box is to be shipped, generate a UPS shipping label and tracking number for each shipping container. Use one UPS tracking number per box.
 
Note:  The last four digits of the UPS tracking number must be used when creating a DCS ID, as described in the next step.
2
Create a DCS ID for each claim folder number being shipped in VBMS.  Use the following format for creating the DCS ID:
  • RO or station code (three digits)
  • alpha character (A through K) of the intake site
  • final destination (same as the RO/station code), and
  • last four digits of UPS tracking number.
Important:
  • VBMS automatically generates the DCS ID referenced in this step; instructions for creating the DCS ID are provided here for user awareness only.
  • Pre-discharge intake sites must use the associated RO code when creating DCS IDs in VBMS.
3
Secure the DCS to the top of each claimant’s claims folder (or bundle of volumes) and/or to the top of each claimant’s manila folder (or bundle of manila folders) in the box using a rubber band or paper clip.
 
Notes:
  • If there are multiple volumes for one claimant that will not fit into a single container, do not overstuff the box to keep the claims folder together.  Place the overflow portion of the record into a second box.
  • The second box referenced in the preceding bullet requires its own UPS tracking label and its own RMN.  Overflow volumes of the claims folder require a new DCS that is linked to the second box.  (Other Veterans’ materials may be placed in this second box, as well, to fill it.)
 

II.i.1.B.2.g.  Creating a Manifest and Packaging Boxes for Shipping

  
Follow the steps in the below table to
  • create a shipping manifest in VBMS Core, and
  • package boxes for shipping.
Step
Action
1
Follow the instructions in the VBMS Core User Guide for creating a manifest for the shipping container.
 
Notes:
  • VBMS generates manifests using the RMN that
    • was created through the DCS process discussed in previous blocks in this section, and
    • will be used in subsequent steps.
  • Users may regenerate a shipping manifest at any time after VBMS generates an RMN.
  • Once a user selects Generate Manifest, additional DCSs may be added only if created on the same day VBMS generates an RMN/manifest.
  • The associated RMN, UPS tracking number, and claim type must be entered into the tracking portal; otherwise, a shipping exception will occur and processing of the box will be delayed.
2
Check the manifest for duplicate entries or extra DCSs (also known as “ghost entries”).
3
Do any duplicate/ghost entries appear on the manifest?
  • If yes, go to the next step.
  • If no, go to Step 5.
4
  • Select Generate Manifest in VBMS Core.
  • Delete duplicate/ghost entries from the manifest.
  • Reselect Generate Manifest.
5
  • Follow the instructions in the VBMS Core User Guide for printing the manifest.
  • Write Pre-Discharge on the manifest, if applicable.
Notes:
  • Print shipping manifests on white paper only.
  • If ghost entries appear on the printed manifest, return to Step 4 of this table.
6
Scan/wand each RMN and UPS tracking number into the appropriate tracking portal.
7
Write the RMN in permanent, black ink on the outside front of the shipping container.
8
  • Verify and validate the contents of the box against the shipping manifest.
  • Initial the manifest.
9
Package the box(es) for shipping.
 
Important:
  • Ensure no personally identifiable information is visible through the handle openings in the box.
  • Ensure the tape used to seal the box does not stick to any paper behind the box handles.  If the manifest or DCS is the last sheet of paper before the box handle, and it is damaged upon removal, it will be rendered unscannable and result in a shipping exception.
  • Place the correct UPS shipping label on the flap of the associated box.  Do not place the label in the center of the box or cover the RMN.
  • Ensure there are no old barcode labels on the box.
10
Transfer the box(es) to the mailroom for pick up by UPS.
 

II.i.1.B.2.h.  Scanning Vendor Shipping Addresses

  
The shipping address for the current scanning vendor is shown below.
 
Exela Services
30 Industrial Park Road
Mt. Vernon, KY 40456
 

II.i.1.B.2.i.  Shipping Container Validation Checklist
The checklist below can be used to ensure the shipping container was properly documented and packed for shipping.
 
This is an image of the shipping container validation checklist.

3.  Resolving Common Shipping Exceptions

Introduction

  
This topic provides instructions for resolving common shipping exceptions, including

Change Date

  
March 20, 2024

II.i.1.B.3.a.  Resolving Common Shipping Exceptions for Source Materials Sent to Mt. Vernon, KY (FCS/CS)

  
Use the table below to resolve shipping exceptions for source material sent to Mt. Vernon, KY (FCS/CS).
 
Exception:  If an RO/station erred in sending documents to the scanning vendor because the documents are associated with a type of claim that is excluded from establishment in VBMS,
  • disregard the instructions in the table below, and
  • request return of the folder to the RO.
Exception Type
VA Action
Type 1:  Missing Folder
If the DCS is listed on the shipping manifest but the scanning vendor did not receive the folder,
  • remove (as a “ghost” entry) the DCS from VBMS
  • update the EXCEPTIONS LIST tab in the vendor Source Material Tracking System (SMTS) Portal by entering Ghost DCS in the COMMENTS field, and
  • click on the INFORMATION PROVIDED button.
Reference:  For more information about ghost entries, see M21-1, Part II, Subpart i, 1.B.2.g.
Type 2:  Missing Shipping Information
Follow the instructions in the table below.
 
If …
Then …
the RMN, tracking number, and/or claim type was not entered in the vendor SMTS Portal
enter the missing information on the SHIPPING → MANIFEST tab.
an incorrect RMN and/or tracking number was entered in the vendor SMTS Portal
  • search for the incorrect RMN and/or tracking number on the SHIPPING → SEARCH tab
  • once the number is located, edit the RMN and/or tracking number
  • click on the UPDATE RECORD button
  • update the EXCEPTIONS LIST tab by entering Shipping information added to portal in the COMMENTS field, and
  • click on the INFORMATION PROVIDED button.
 
  • Type 3:  Missing DCS, or
  • Type 6:  Missing Manifest
Follow the instructions in the table below.
 
If …
Then …
the missing DCS or manifest exists
  • attach the DCS or manifest (in portable document format (PDF)) to the EXCEPTION LIST tab in the ICMHS portal
  • update the tab by entering Missing DCS attached or Missing Manifest attached in the COMMENTS field, and
  • click on the INFORMATION PROVIDED button.
there is no record of the missing DCS or manifest
  • generate a new DCS and manifest, using the same tracking and box numbers
  • log the new shipment into the ICMHS portal
  • attach PDFs of the new DCS and manifest to the EXCEPTIONS LIST tab
  • update the tab by entering Manifest and DCS attached in the COMMENTS field, and
  • click on the INFORMATION PROVIDED button.
 
Type 4:  Unscannable Media
Follow the instructions in the table below.
 
If the password …
Then …
is available
  • update the EXCEPTIONS LIST tab in the ICMHS portal by entering the password in the COMMENTS field, and
  • click on the INFORMATION PROVIDED button.
is not available
  • update the EXCEPTIONS LIST tab in the ICMHS portal by entering Long-term storage in the COMMENTS field (in case the content will not be uploaded to VBMS), and
  • click on the INFORMATION PROVIDED button.
 
Type 5:  Missing Manifest
Follow the instructions in the table below.
 
If the manifest …
Then …
was generated in VBMS
  • regenerate the manifest
  • attach a PDF of the manifest to the EXCEPTIONS LIST tab in the ICMHS portal
  • update the tab by entering Manifest attached to portal in the COMMENTS field, and
  • click on the INFORMATION PROVIDED button.
was not generated in VBMS
  • remove all DCSs from VBMS
  • recreate the shipment (DCSs and manifest), using the same tracking and box numbers
  • log the new shipment into the ICMHS portal
  • attach PDFs of the new DCSs and manifest to the EXCEPTIONS LIST tab
  • update the tab by entering Shipment recreated. DCSs and manifest attached to portal in the COMMENTS field
  • click on the INFORMATION PROVIDED button
  • return to the home page, and
  • enter the tracking number, claim type, and new RMN on the SHIPPING → MANIFEST tab.
 
Type 7:  Miscellaneous Exception
Send an e-mail to the VCIP mailbox when the vendor describes an unusual type of shipping exception in the COMMENTS field on the EXCEPTIONS LIST tab in the ICMHS portal.
 

II.i.1.B.3.b.  Sources of Assistance in and More Information About Resolving Shipping Exceptions

  
If questions or issues regarding shipping exceptions arise, send an e-mail to the VCIP mailbox.
 
Reference:  For more information on using the GDIT portal, see the GDIT Tracking Portal User Guide.

4.  Requesting a Folder Rescan and Other Scanning Inquiries

Introduction

  

Change Date

  
March 20, 2024

II.i.1.B.4.a.  Locating Source Materials

  
The source folder or shipment must be located before a rescan request can be submitted.  Perform a search using the file number and select the matching shipment to identify the DCS ID number and location of the RMN shipment.
 
Notes:
  • If the RMN shipment location cannot be identified, copy the tracking number and enter it in the UPS tracking website.
  • The website provides meaningful information only if the tracking number is 120 days old or less. 
References:  For more information on

II.i.1.B.4.b.  Rescan Requests

  
A request to rescan source material must be submitted to the correct vendor.  The following table provides instruction on which vendor to contact and the means for submitting the request.
 
Exception:  Source material that has been scanned and identified as the Best Copy but illegible should be treated as though it has not been received by VA.  Claims processors must specifically notify the claimant that the records are available for review but cannot be read due to poor quality.  If the illegible records are
If the source material …
Then submit the request via the …
is held by a contractor digitizing records previously held by the Records Management Center, National Personnel Records Center, or other Federal record holding facilities
is currently, or was previously, maintained by
  • SMS, which stored source material at
    • Janesville, WI, and
    • Clinton, IA, or
  • CRSA, which stored source material at
    • Mt. Vernon, KY
    • Newnan, GA, and
    • Forest Park, GA.
BTS Issue Tracker.
 
Reference:  For more information on submitting a request to the SMTS Portal, see the File Conversion Services (FCS) Training Manual.

II.i.1.B.4.c.  Handling Unscanned Shipments That Are Marked as Completed

  
Unscanned shipments in a Completed status can be located and scanned using the BTS Issue Tracker.  The table below provides instruction on how to request scanning of the documents.
 
Step
Action
1
Select the BTS Issue Tracker Form and complete the SUBMITTER INFORMATION fields.
2
Select the Rescan: Missing Document scanning vendor request type.
3
Complete the SHIPMENT DETAILS fields and provide an explanation in the ADDITIONAL INFORMATION field.
4
Click SUBMIT.
 
Reference:  For more information on using the BTS Issue Tracker, see the FCS Training Manual.

II.i.1.B.4.d.  Determining the Content of a Package That Is Pending Scanning

  
The ITEM LIST located on the VBMS pending scanning banner identifies the contents of a package that is pending scanning.   However, the ITEM LIST is not always populated.  Search for the shipment on the INTAKE tab in VBMS and use the table below to help determine the contents of a package.
 
Important:  Click the CLEAR button before searching for the shipment to ensure that all potential shipments are reviewed.  The filter defaults to the user’s station and the current date.
 
If the station number/intake site is …
And the tracking number …
Then …
376/A (VA Records Management Center)
begins with 1Z
a claims folder is pending scanning.
376/D (VA Records Management Center) does not begin with 1Z a claims folder or service record is pending scanning.
376/E (VA Records Management Center (VALO-OMPFs))
begins with 1Z
service records are pending scanning.
a number other than 376
begins with 1Z
conduct an inquiry and review the response for
  • a CONFIRMED AT date that loosely corresponds to the shipment’s DATE CREATED field on the VBMS INTAKE tab, and
  • the current location of the claims folder.
A paper claims folder is pending scanning if the CONFIRMED AT and DATE CREATED fields
correspond and the location is a known eFolder location.
 
Evidence, other than a paper claims folder, is pending scanning if the CONFIRMED AT and DATE CREATED fields do not correspond, or the folder location is not a known eFolder location.
 
Note:  An outstanding request for VA Form 28-1902b, Counseling Record – Narrative Report, and/or VA Form 28-1902f, Feasibility Determination—Narrative Report, is an indicator that a Counseling/Evaluation/Rehabilitation (CER) folder is pending scanning.
does not begin with 1Z
the package is part of the File Bank Extraction Program.
 
Use the BTS Issue Tracker to request expedited scanning if the CER or paper claims folder is required.
 
References:  For more information on
  • searching for shipments on the INTAKE tab, see the VBMS Core User Guide
  • the circumstances under which decision makers must review information contained in a CER folder, see M21-1, Part VIII, Subpart iv, 3.B.4.b, and
  • using the BTS Issue Tracker, see the FCS Training Manual.

II.i.1.B.4.e.  Other Scanning Inquiries

  
For scanning inquiries that don’t fall under the categories identified in this topic, select Status of My Scanning Inquiry as the issue type when submitting the inquiry through the BTS Issue Tracker.

5.  Overview of the SMTS Portal

Introduction
  
Change Date
  
March 20, 2024

II.i.1.B.5.a.  Purpose of the SMTS Portal

  
The SMTS Portal was created to monitor and track the status of
  • a project to scan and convert Veteran’s records that are currently in a paper format, and
  • record requests submitted to SMTS.

II.i.1.B.5.b.  Functions of the SMTS Portal

  
The SMTS Portal allows an authorized user to
  • search for records that are stored with a scanning vendor and awaiting digitization
  • request regular and expedited scanning of records, and
  • review the status of pending requests.

II.i.1.B.5.c.  Authorization to Use the SMTS Portal for Claims Processing

  
Claims processors who have completed SMTS Portal training, or have been directed by the Office of Field Operations, may use the SMTS Portal.
 
Procedures requiring the use of the SMTS Portal are incorporated into each section of the M21-1, Adjudication Procedures Manual, that discusses the respective claims development.
 
Reference:  For more information on using the SMTS Portal, see the SMTS Portal Training Manual.