Structure of the Veterans Service Center (VSC)

In This Section

Introduction

• structure of the VSC
• functions and composition of the
  • intake processing center (IPC), and
  • adjudication teams
• responsibilities of the Public Contact Team (PCT), and
• helping visitors with benefits-related issues.

Change Date

I.ii.1.A.1.a. Structure of the VSC

• adjudication teams (performing the actions of the development, rating, and authorization activities), and
• a Public Contact Team (PCT).

I.ii.1.A.1.b. Functions and Composition of the IPC

• processing and controlling mail received in the Centralized Mail (CM) portal
• managing outgoing paper mail
• establishing new records and claims folders when warranted, and
• performing record maintenance actions, as directed within the M21-1 or by the Office of Field Operations.

• an assistant coach
• Veterans Service Representatives (VSRs)
• File Clerks or Program Support Clerks, and
• Mail Clerks (if the VSC is responsible for mailroom operations).

• CM intake, see M21-1, Part II, Subpart i, 1.A
• system updates at intake, see M21-1, Part II, Subpart iii, 3.B, and
• claims folder maintenance, see M21-1, Part II, Subpart ii, 2.

I.ii.1.A.1.c. Functions and Composition of the Adjudication Teams

• initial and supplemental claim development
• preparation of a
  • rating decision, if necessary, and
  • decision notice
  • award promulgation, and
  • award authorization.
  The composition of an adjudication team is structured and staffed to process claims for benefits in support of the overall mission of VBA. The team is typically composed of, but not restricted to,
  • a coach (supervisor)
  • an assistant coach (if deemed necessary by the VSC)
  • a CA (if deemed necessary by the VSC)
  • VSRs, and
  • Rating Veterans Service Representatives.

I.ii.1.A.1.d. Responsibilities of the PCT

• meeting with individuals (typically claimants or beneficiaries) that visit a regional office (RO) for the purpose of
  • obtaining information about Department of Veterans Affairs (VA) benefits, and/or
  • requesting assistance in filing a claim
• receiving information/evidence that individuals hand-deliver to an RO, and
• responding to inquiries, to include those submitted through the ASK VA platform.

I.ii.1.A.1.e. Helping Visitors With Benefit-Related Issues

• discuss with the individual the eligibility requirements for the benefit he/she is seeking
• assist the individual in completing the appropriate application(s)/form(s)
• advise the individual on any additional information/evidence the VSC requires to process the claim or adjust the award
• update the corporate record based on new/additional information the individual provides to the team member (such as an updated mailing address, direct deposit information, and/or corrections in date(s) of birth and Social Security number(s))
• date-stamp any documentation the individual submits to the RO, according to instructions in M21-1, Part II, Subpart i, 2.B.1, and/or
• route all documentation that requires action (other than updating the corporate record) to the VSC’s IPC or to the scanning vendor.