M21-1 Manual  /  Part II, Subpart i, Chapter 2, Section C

Mail Management

M21-1, Part II, Subpart i, Chapter 2, Section C

Overview

In This Section

This section contains the following topics:
TopicTopic Name
1Classifying Mail
2Handling Incoming Mail
3Handling Miscellaneous Mail
4Handling Outgoing Mail
5Handling Unidentifiable Mail
6Handling Returned Undeliverable Mail

1. Classifying Mail


Change Date

June 17, 2026

II.i.2.C.1.a. Classes of Mail

The table below describes the four classes of mail regional offices (ROs) routinely handle.
Mail ClassDescription
IncomingMail pertaining to claims for benefits that originates from outside the RO. It includes the following four subclasses:
  • priority mail
  • action mail
  • file mail, and
  • unidentified mail.
Important: If any Federal tax information (FTI) is received, follow proper handling and storage procedures. References: For more information on
In-ProcessMail pertaining to an issue the RO is already controlling/tracking through applications that include
  • Share
  • the Veterans Appeals Control and Locator System (VACOLS), and
  • the Veterans Benefits Management System (VBMS).
References: For more information on
  • establishing claims, see
    • the Share Online Help, and
    • the VBMS Core User Guide
  • placing legacy appeals under control in VACOLS, see
  • handling in-process mail, see M21-1, Part II, Subpart i, 2.A.2.
MiscellaneousMail that neither constitutes an original claim for benefits (thereby requiring the creation of a claims folder) nor can be associated with an existing claims folder. It includes the following two subclasses:
  • unidentifiable mail, and
  • undeliverable mail.
Reference: For more information on handling miscellaneous mail, see M21-1, Part II, Subpart i, 2.C.3.
OutgoingMail released to outside entities. It includes the following three subclasses:
  • express mail
  • intraoffice mail, and
  • regular/routine outgoing mail.
Reference: For more information on handling outgoing mail, see M21-1, Part II, Subpart i, 2.C.4.
Reference: For more information on the entities within an RO that are responsible for mail management, see M21-1, Part II, Subpart i, 2.A.4.

2. Handling Incoming Mail


Introduction

This topic contains instructions for handling incoming mail, including
  • subclasses of incoming mail
  • handling
    • priority and action mail, and
    • Veterans service organization (VSO) copies returned from centralized printing
  • placing claims and 800 series work items under end product (EP) control, and
  • handling
    • file mail
    • unidentified mail with a return address
    • in-process mail, and
    • unsolicited evidence.

Change Date

June 17, 2026

II.i.2.C.2.a. Subclasses of Incoming Mail

The table below describes the four subclasses of incoming mail.
SubclassDescription
PriorityMail related to claims fitting the criteria identified in M21-1, Part X, Subpart i, 1 require priority processing. Notes:
  • Mail from members of Congress is considered priority mail and should be handled using the special controlled correspondence procedures identified in M27-1, Part I, 5.03.
  • Representatives’ copies of communications that are centrally printed and returned to the RO of jurisdiction(ROJ) under the Centralized Benefits Communications Management (CBCM) program, as specified in M21-1, Part II, Subpart i, 2.C.2.c, require priority processing.
  • RO management may decide to include additional types of mail in this subclass.
ActionAll forms and letters requiring action or response by the Department of Veterans Affairs (VA) that the RO
  • receives from outside sources, and
  • does not consider priority mail.
FileMail that requires no action or response by VA. This includes copies of system-generated letters that the Hines and Philadelphia information technology centers send to ROs for record-keeping purposes only.
UnidentifiedMail that does not reference a Veteran or cannot be associated with a Veteran because the mail does not contain sufficient information about the Veteran to allow for accurate identification.

II.i.2.C.2.b. Handling Priority and Action Mail

ROs screen and process mail packages uploaded to the Centralized Mail (CM) portal. Note: Compensation and pension mail received at ROs is shipped directly to the scanning vendors without prescreening. References: For more information on

II.i.2.C.2.c. Handling VSO Copies Returned From Centralized Printing

Copies of communications for Veterans service organization (VSO) representatives that are centrally printed as part of CBCM will be mailed to the ROJ for local distribution by RO personnel. Important:
  • Do not send any correspondence to the scanning facilities, as this will duplicate the letters which already exist in the electronic claims folder (eFolder).
  • Do not shred VSO copies. They must be delivered to the service organization.
Reference: For more information on centralized printing, receipt, and dissemination, see the
  • Talent Management System (TMS) course titled Centralized Benefits Communications Management (VA 4562424), and
  • VBMS Core User Guide.

II.i.2.C.2.d. Placing Claims and 800 Series Work Items Under EP Control

ROs use VBMS, Share, and other computer applications to control pending workload. This workload is not limited to claims for VA benefits, as it also includes electronic 800 series work items, which are computer-generated notices that require action by the RO that receives them. When establishing control in VBMS or Share, users must select/enter the minimum required information shown in M21-1, Part II, Subpart iii, 3.A.1. M21-4, Appendix B contains guidelines for determining the correct date of claim (DOC). The table below provides information about exceptions to the general DOC guidelines.
When ...Then ...
establishing control of a pre-discharge claimuse a future DOC (the day after the anticipated date of separation from service). Exception: Use the PREPARE CLAIM START DATE in the Veterans Tracking Application as the DOC when establishing an Integrated Disability Evaluation System EP 689, as discussed in M21-1, Part X, Subpart i, 6.E.3.c.
an RO employee prematurely cleared or closed a pending end product (EP)reestablish control, using
  • EP 930, and
  • the DOC of the EP that was prematurely cleared.
establishing a control EP (130, 290, 310, etc.) for an 800 series work itemuse a DOC which matches the date of the 800 series work item. Note: If no date is shown, use the date the RO initiated review of the work item.
Important: If a possible under/overpayment could result from the 800 series work item (such as removal of dependents from an earlier payment date), Veterans Service Centers must use the Potential Under/Overpayment special issue with a controlling EP to monitor timeliness in completing action on potential under/overpayments. For more information on monitoring timeliness in completing action on potential under/overpayments, see M21-1, Part II, Subpart i, 2.D.3. Note: Emails received at VA facilities are uploaded to VBMS as portable document format (PDF) documents. The sent date on the saved document represents the date received; therefore, the sent date will be used as the DOC. References: For more information on

II.i.2.C.2.e. Handling File Mail

Upload all file mail to a claims folder. Important: Do not place file mail under control in any claims processing system. References: For more information on

II.i.2.C.2.f. Handling Unidentified Mail With a Return Address

If a return address exists for mail that does not reference a Veteran or cannot be associated with a Veteran because the mail does not contain sufficient information to allow for accurate identification, then Printing of Unidentified Records (PUR), an automated system in VBMS, will
  • create an Unidentified Mail Instruction letter that requests the sender to
    • identify the Veteran to whom the mail refers, and/or
    • provide sufficient information (claim number, Social Security number (SSN), branch of service, dates of service, etc.) to allow VA to identify the Veteran within its systems of record
    • associate a unique quick response (QR) code to all documents in the mail packet and Unidentified Mail Instruction letter
    • return the mail to the sender, and
    • move all documents to the VBMS unidentified mail queue.
    PUR will transfer all documents associated with the unique QR code from the VBMS unidentified mail queue to the Veteran’s eFolder when mail with the same unique QR code is received and identifies the Veteran in question. Follow the instructions in M21-1, Part II, Subpart i, 2.C.5 for handling unidentifiable mail. Important: The mail packet must be uploaded to the VBMS unidentifiable mail queue in either scenario.

II.i.2.C.2.g. Handling In-Process Mail

Upon identifying in-process mail, follow the procedure outlined in M21-1, Part II, Subpart i, 2.A.

II.i.2.C.2.h. Handling Unsolicited Evidence

All evidence received that does not correspond to a pending tracked item must be accurately recorded with the proper receipt date using the MANAGE EVIDENCE screen in VBMS. Important: Do not use VA-specific abbreviations or jargon when entering evidence description. Plain language should be used whenever possible as it may be visible in some electronic claims management platforms available for use by claimants and representatives. References: For more information on

3. Handling Miscellaneous Mail


Introduction

This topic contains instructions for handling miscellaneous mail, including
  • descriptions of miscellaneous mail, and
  • procedures for handling miscellaneous mail.

Change Date

September 6, 2018

II.i.2.C.3.a. Descriptions of Miscellaneous Mail

The table below describes the categories of miscellaneous mail.
Mail CategoryDescription
UnidentifiableMail with no return address or identifiable information needed to create a
  • corporate record, or
  • claims folder.
UndeliverableCorrespondence VA sent to a claimant, beneficiary, or third party that the U.S. Postal Service (USPS) subsequently returned due to an insufficient or invalid address, expired forwarding order, or inability to identify the addressee.

II.i.2.C.3.b. Procedures for Handling Miscellaneous Mail

The table below contains procedures for handling miscellaneous mail.
Mail CategoryProcedure
UnidentifiableFollow the procedures in M21-1, Part II, Subpart i, 2.C.5 for handling unidentifiable mail in the CM unidentifiable mail queue.
UndeliverableFollow the instructions in M21-1, Part II, Subpart i, 2.C.6 when the USPS returns mail as undeliverable.

4. Handling Outgoing Mail


Introduction

This topic contains instructions for handling outgoing mail, including
  • descriptions of outgoing mail
  • procedures for handling outgoing mail, and
  • mailing through the CBCM program.

Change Date

June 17, 2026

II.i.2.C.4.a. Descriptions of Outgoing Mail

The table below describes the three categories of outgoing mail.
Mail CategoryDescription
ExpressMail the addressee must receive by the most expedient means.
IntraofficeMail that requires delivery to other operating elements within an RO.
Regular/
Routine
  • Letters and forms an RO sends to a person or place outside the RO that do not require expedited delivery.
  • Interoffice mail for VA medical facilities, other ROs, or VA Central Office.

II.i.2.C.4.b. Procedures for Handling Outgoing Mail

The table below contains procedures for handling outgoing mail.
Mail CategoryProcedure
Express
  • Hand deliver the mail to the RO’s mailroom
  • complete an air bill from the express mail contract carrier
  • document the tracking number for the mail and keep it until the intended recipient has received the mail, and
  • follow any other procedures for sending express mail that the operating element responsible for mailroom services has established.
Notes:
  • ROs are responsible for maintaining a supply of air bills.
  • Express mail may be printed and mailed locally as needed. CBCM is strongly encouraged in all possible instances.

Reference: For more information on CBCM, see the

  • TMS course titled Centralized Benefits Communications Management (VA 4562424), and
  • VBMS Core User Guide.
IntraofficeClearly identify the intended recipient to include the appropriate mail routing symbol.
Regular/
Routine
  • For mail related to other off-site business lines not in the CM portal (the National Cemetery Administration, the Veterans Health Administration (VHA), etc), bundle and forward mail through USPS.
  • For other outgoing regular/routine mail (such as development letters or award letters to claimants, beneficiaries, and representatives) prepare packages using VBMS Package Manager for centralized printing and mailing as provided in the CBCM program whenever possible, unless the type of communication may not be centrally printed.
Note: Other RO or pension management center (PMC) claim-related mail is no longer forwarded through USPS to the other ROs/PMCs. Upload the mail to the CM portal.Reference: For more information on receipt, separation, and routing of physical mail in the mailroom, see M21-1, Part II, Subpart i, 1.A.2.

II.i.2.C.4.c. Mailing Through the CBCM Program

When mailing through the CBCM program, claims processors must finalize necessary packages created in VBMS Package Manager. Failure to finalize results in the package not being mailed to the recipient. Delete any unnecessary or erroneous draft package(s) from Package Manager to ensure it is not mistakenly finalized.Review the STATUS field in Package Manager to verify
  • necessary letters have been successfully finalized and sent, and
  • unnecessary letters
    • do not remain in NEW, FAILED TO FINALIZE, or DRAFT status, and
    • are deleted from Package Manager.
    Necessary correspondence that is in a status other than IN_PROGRESS or SUCCESS must be finalized, and the corresponding tracked item(s) suspense must be updated, when appropriate.References: For more information on
    • CBCM, see the TMS course titled Centralized Benefits Communications Management (VA 4562424)
    • requesting document deletion in VBMS, see M21-1, Part II, Subpart ii, 2.A.2.b, and
    • reviewing the STATUS field in Package Manager, see the VBMS Core User Guide.

5. Handling Unidentifiable Mail


Introduction

This topic contains information on unidentifiable mail, including
  • definition of unidentifiable mail
  • processing unidentifiable mail in CM
  • supervisory review of unidentifiable mail
  • records management officer (RMO) review of unidentifiable mail, and
  • action required upon receipt of identifying information for unidentifiable mail.

Change Date

June 17, 2026

II.i.2.C.5.a. Definition of Unidentifiable Mail

For purposes of mail control and accountability, unidentifiable mail is defined as any mail lacking identifying attributes or adequate information necessary to
  • conclusively identify an individual
  • associate the correspondence with an existing claims folder, or
  • create a new eFolder.
Important: All search options found in M21-1, Part II, Subpart ii, 1.A.1 must be exhausted before categorizing mail as unidentifiable.

II.i.2.C.5.b. Processing Unidentifiable Mail in CM

After reviewing all applicable systems to attempt to locate a Veteran, per M21-1, Part II, Subpart ii, 1.A.1.c, follow the steps in the table below to identify and document the unidentifiable mail in the CM portal.
StepAction
1
  • If there is identifiable information available, go to Step 2.
  • If there is no identifiable information available
    • no indexing is required
    • enter a note on the mail packet stating that there is no identification information on the attached document to allow systems research, and
    • go to Step 6.
2Index the packet with any available identifiable information such as
  • Veteran's first name
  • Veteran's last name, or
  • zip code.
Note: Adding or editing the FIRST NAME, LAST NAME, or FILE ID indexing fields will require the user to enter a value in all three fields. Enter the number "0" in the missing field(s) if this situation occurs.
3Click the NOTES button to open a window that will allow the user to place comments on a piece of mail.The ADD RECORD button, designated by a "+" symbol, will open a popup that allows you to input the note text.
4Is a return address the only available identifying information present?
  • If yes,
    • add a note to document PUR processing was followed
    • index the packet for PUR processing by selecting the RETURN ADDRESS (UM ONLY) button, and
    • go to the next step.
  • If no, go the next step.
Reference: For more information on PUR processing, see M21-1, Part II, Subpart i, 2.C.2.f.
5 Enter a note on the mail packet statingI certify that I took the following actions to attempt to locate a Veteran record for this packet:
  • Advanced profile search
  • BIRLS inquiry
  • Corporate Inquiry Person search
  • claims folder location search
  • CAPRI search
  • Contact with claimant attempted [date], [time](if contact information was available)
  • Contact with the submitting Veteran Service Officer attempted [date], [time](if applicable)
  • Searched Web-based address locator services.
Notes:
  • If the user does not have access to an inquiry function identified above, another user with access should be consulted to attempt to identify the Veteran. In the event multiple users collaborate to execute the search actions outlined above, the note text must be edited to document the name of the employee(s) who completed actions the primary user could not access.
  • The certification outlined above
    • must only attest to the actions the user (individually, or with assistance) was able to complete, and
    • may only be added after all applicable actions listed in the note have been completed.
  • Summarize the details of successful telephone contact with the claimant and/or authorized representative on VA Form 27-0820, Report of General Information.
6
  • Mark the packet as unidentifiable mail by clicking UNIDENTIFIABLE in the ACTIONS menu, and
  • confirm the selection.
Important: Annotate No evidentiary value on mail packets that contain only blank documents (including blank forms) or have no identifying information. Reference: For more information on the CM portal, see the Centralized Mail Portal User Manual.

II.i.2.C.5.c. Supervisory Review of Unidentifiable Mail

Packets marked as unidentifiable mail will route to the UM FIRST AUTH queue for review by
  • an intake processing center (IPC) supervisor (at least GS-12 assistant coach or above) when mail is processed by an RO, or
  • a Centralized Support Division (CSD) Supervisory Program Support Assistant.
Important:
  • The term supervisor will be used to describe both the IPC supervisor and the CSD Supervisory Program Support Assistant, unless otherwise noted.
  • To access the queue, the IPC supervisor must be assigned a supervisor role within the CM portal.
The supervisor will review the unidentifiable mail daily in accordance with the table below.
StepAction
1Review any unidentifiable mail packets to attempt to locate the Veteran record per M21-1, Part II, Subpart ii, 1.A.1.c.
2Is the supervisor able to locate the Veteran record?
  • If yes, the supervisor will
    • index the packet with the Veteran's
      • file number
      • first name, and
      • last name
    • deny the unidentifiable mail request by clicking the DENY button in the ACTIONS menu
    • enter the denial reason in the pop-up box
    • provide instruction to the user who identified the packet as unidentifiable on how the Veteran's identity was located, and
    • click OK.
  • If no, go to Step 3.
3If the supervisor is not able to identify a Veteran record, the supervisor will
  • ensure the packet is indexed with any available Veteran indexing information, such as the Veteran's
    • first name
    • last name
    • SSN, or
    • zip code
  • ensure the return address is added under the RETURN ADDRESS (UM ONLY) option in the CM portal (if applicable)
  • place a note on the mail packet stating
I certify that I took the following actions to attempt to locate a Veteran record for this packet:
  • Advanced profile search
  • BIRLS inquiry
  • Corporate Inquiry Person search
  • claims folder location search
  • CAPRI search
  • Contact with claimant attempted [date], [time] (if contact information was available)
  • Contact with the submitting Veteran Service Officer attempted [date], [time](if applicable)
  • Searched Web-based address locator services.
  • approve the unidentifiable mail request by clicking the APPROVE button in the ACTIONS menu, and
  • at the APPROVE pop-up prompting stating I certify that this is unidentifiable mail, select OK.
Notes:
  • If the supervisor does not have access to an inquiry function identified above, another user with access should be consulted to attempt to identify the Veteran. In the event multiple users collaborate to execute the search actions outlined above, the note text must be edited to document the name of the employee(s) who completed actions the primary user could not access.
  • The certification outlined above
    • must only attest to the actions the user (individually, or with assistance) was able to complete, and
    • may only be added after all applicable actions listed in the note have been completed.
  • Summarize the details of successful telephone contact with the claimant and/or authorized representative on VA Form 27-0820.
Reference: For more information on the CM portal, see the Centralized Mail Portal User Manual.

II.i.2.C.5.d. RMO Review of Unidentifiable Mail

Packets approved as unidentifiable mail in the UM FIRST AUTH queue will route to the UM FINAL AUTH queue for review by the records management officer (RMO) or authorized designee. The RMO will review all unidentifiable mail in the UM FINAL AUTH queue to ensure that both the user and IPC supervisor or CSD Supervisory Program Support Assistant have provided the note indicating the steps taken to identify the Veteran.Important: The term supervisor will be used to describe both the IPC supervisor and CSD Supervisory Program Support assistant, unless otherwise noted.Refer to the table below for necessary RMO actions to complete the review of the unidentifiable mail.
If the required note describing attempts to locate the packet ...Then the RMO will ...
was not placed by both the requesting user and the supervisor
  • place a note on the packet stating that the request for unidentifiable mail has been denied
  • deny the unidentifiable mail request by clicking the DENY button in the ACTIONS menu, and
  • enter the denial reason in the pop-up box.
Note: After denial, the packet routes back to the supervisor UM FIRST AUTH queue and the denial reason is visible.
was placed by both the requesting user and supervisor
  • approve the unidentifiable mail request by clicking the APPROVE button in the ACTIONS menu, and
  • at the pop-up prompt stating I certify that this is unidentifiable mail, select OK.

II.i.2.C.5.e. Action Required Upon Receipt of Identifying Information for Unidentifiable Mail

Once documents in packets marked as unidentifiable mail are approved by the RMO, the packets
  • with return addresses are
    • uploaded to the VBMS unidentifiable mail queue, and
    • automatically associated with the Veteran’s eFolder when a response identifying the Veteran is received (as discussed in M21-1, Part II, Subpart i, 2.C.2.f), or
    • without return addresses
      • are marked as UM Confirmed, and
      • will remain viewable in the CM portal through the SEARCH feature indefinitely.
    Follow the steps in the table below to search for unidentifiable mail marked as UM Confirmed, when information is received that may lead to identification of these packets.
    StepAction
    1Access the SEARCH feature in the CM portal and search for the Veteran based on available information.
    2 If an unidentifiable mail packet is located
    • open the mail packet from the SEARCH feature by selecting PERFORM WORK from the ACTIONS menu
    • download the documents contained in the mail packet to the user's desktop by selecting DOWNLOAD from the TASK menu
    • take proper action to control the documents in VBMS, and
    • manually upload the documents to VBMS from the user's desktop.

6. Handling Returned Undeliverable Mail


Introduction

This topic contains information on issues concerning mail returned as undeliverable due to an improper address, including
  • effect of undeliverable mail on a pending claim or running award
  • categories of undeliverable mail
  • handling undeliverable nonessential mail
  • procedure for obtaining a correct address for undeliverable, essential mail
  • handling undeliverable essential mail upon identification of a new address
    • EP is still pending, and
    • EP no longer pending
  • final attempt to obtain an updated address for undeliverable claimant notifications and essential mail
  • rating review of undeliverable third-party development mail – no EP pending
  • final actions when a correct address for essential mail is unobtainable
  • effect of undeliverable mail on the one-year time limit for submission of evidence
  • claimants who are unable or unwilling to furnish a correct address, and
  • checks or correspondence not collected from Agent Cashiers within 30 days.

Change Date

June 17, 2026

II.i.2.C.6.a. Effect of Undeliverable Mail on a Pending Claim or Running Award

A claimant’s address does not constitute evidence. Do not consider a claim to be abandoned solely because the claimant’s address is unknown. If an award is stopped because a beneficiary’s address is unknown and checks are undeliverable, payments may be resumed effective the day following the date of last payment if
  • entitlement is otherwise established, and
  • the claimant furnishes a valid, correct address.
References: For more information on

II.i.2.C.6.b. Categories of Undeliverable Mail

Undeliverable mail generally falls within one of two categories:
  • essential (has evidentiary value), or
  • nonessential (has no evidentiary value).
The table below provides common examples of both categories of undeliverable mail.
Essential MailNonessential Mail
  • notices of proposed adverse action
  • decision notice
  • requests for evidence from
    • claimants
    • records centers
    • other agencies, and
    • private, third parties
  • questionnaires, including those VA uses to verify
    • dependency status
    • school attendance, and
    • employment status
  • mail involving matching programs, including the
    • FTI for upfront verification and income verification matches, and
    • Social Security Verification
  • mail affecting benefit entitlement, including
    • eligibility verification reports, and
    • notices of routine review examinations
Letters VA releases
  • as notice of cost-of-living adjustments (COLAs)
  • for outreach purposes
  • in connection with special projects, such as the Economic Recovery Payment, and
  • to declare a beneficiary’s eligibility for
    • civil service preference
    • tax abatement, and
    • commissary privileges.
Note: Most centrally generated correspondence, such as COLA notices or outreach letters, are mailed in green envelopes to make the identification of nonessential mail easier.
Note: Designated intake personnel are responsible for screening and processing all undeliverable mail until adjudication action is required, such as rating or development. Exception: The IPC is expected to undertake telephone development to obtain a correct address and all steps outlined in M21-1, Part II, Subpart i, 2.C.6.c-g, as instructed.

II.i.2.C.6.c. Handling Undeliverable Nonessential Mail

Upon receipt of undeliverable nonessential mail, the IPC user checks to see if the envelope in which VA originally enclosed the mail has a yellow-colored, USPS sticker that shows a forwarding address.
  • If the sticker with the forwarding address is present
    • establish an EP 400 with a correspondence claim label in accordance with M21-1, Part II, Subpart iii, 3.A.1
    • during VBMS establishment, assign the claim to the non-rating lane
    • enter undeliverable mail as a contention
    • update the beneficiary’s record to reflect the new address using the guidance in M21-1, Part II, Subpart iii, 3.B.1
    • if being screened electronically, download the mail from the portal for printing
    • generate a Return Mail cover letter
    • send the mail and cover letter to the new address
    • upload a copy of the cover letter to the eFolder, and
    • clear the EP 400.
  • If no forwarding address is present
    • upload the mail being screened electronically to VBMS, and
    • destroy the returned nonessential mail (including the envelope), if screening in paper.
Notes:
  • All returned mail envelopes providing address information received in the RO must be forwarded to the scanning vendor for upload into the Veteran’s claims folder.
  • When the original version of undeliverable nonessential mail is available in the claims folder, download a clean copy of the letter to re-mail to the claimant instead of using the poorer quality CM scanned version. Ensure the Return Mail letter is attached to the top with the proper updated address before returning the mail.
  • Whenever possible, where mail is being resent, create a package consisting of the mail and the Return Mail letter for centralized printing.
Reference: For more information on downloading mail from the CM portal, see the Centralized Mail Portal User Manual.

II.i.2.C.6.d. Procedure for Obtaining a Correct Address for Undeliverable Essential Mail

Because telephone numbers are less likely to change during moves, whenever possible, use telephone development as the first action to obtain a corrected address for undeliverable mail and document the results in accordance with M21-1, Part III, Subpart i, 2.D.1.e.

Follow the steps in the table below when telephone development fails to obtain the correct address for undeliverable essential mail.
StepAction
1Review the claims folder to ensure the address used on the undeliverable mail matches the current address of record.
2Is a yellow-colored USPS sticker that shows a forwarding address on the envelope in which VA originally enclosed the mail?
  • If yes, go to Step 8.
  • If no, go to the next step.
3Determine whether the address listed on the corporate record is different or more recent than that shown on the returned mail. Was a different address found?
  • If yes, go to Step 8.
  • If no, go to the next step.
4Access Compensation and Pension Record Interchange (CAPRI) to determine whether VHA has a more current address or telephone number.

Was a different address found?
  • If yes, go to Step 8.
  • If no, go to the next step.
Note: If the claims folder shows the last record of contact with the claimant predates the last date of medical treatment shown in CAPRI, the address in VHA’s record may be more accurate.
5Utilize web-based, address locator services, to include those for which VA pays a fee for access, to search for a correct mailing address. Place or upload a copy of the search results in the claims folder.

Was a different and current address found?
  • If yes, go to Step 8.
  • If no, go to the next step.
Note: VA typically authorizes a limited number of employees per RO to access its fee-based address locator services.
6Make a Social Security Administration (SSA) inquiry through SSA INQUIRY functionality in VBMS to determine whether the addressee is actively in receipt of Social Security benefits. When the Veteran is in receipt of active benefits, review the SSA INQUIRY results to determine whether they contain a correct address.

Was the addressee actively in receipt of Social Security benefits, and was a different address found?
  • If yes, go to Step 8.
  • If no, go to the next step.
Note: Do not utilize addresses from SSA records when the Veteran is not in receipt of Social Security benefits, as the address is likely not current.
7
  • Make a VBMS note documenting all failed attempts to find a correct address, and
  • follow the procedures in M21-1, Part II, Subpart i, 2.C.6.g.
8Is the mail a legacy decision notice?
  • If yes, follow the procedures in M21-5, Chapter 7, Section E.2.b to resend the legacy appeal decision notice.
  • If no, go to Step 9.
9Is a related EP still pending?
  • If yes, follow the procedures in M21-1, Part II, Subpart i, 2.C.6.e.
  • If no, follow the procedures in M21-1, Part II, Subpart i, 2.C.6.f.
Note: A related EP is an EP that is or was pending for the claim or other action associated with the original sending of the mail.

Important: References: For more information on

II.i.2.C.6.e. Handling Undeliverable Essential Mail Upon Identification of a New Address– EP Is Still Pending

When a new address is obtained for undeliverable essential mail, using the guidance in M21-1, Part II, Subpart i, 2.C.6.d, and the related EP is still pending
  • the IPC
    • updates the address using the guidance in M21-1, Part II, Subpart iii, 3.B.1
    • associates the undeliverable mail with the claims folder
    • manages evidence in VBMS (if applicable), and
    • updates corresponding suspense dates or adds a tracked item appropriate for the type of essential mail being handled to ensure timely action by a claims processor, and
    • the assigned claims processor
      • closes related tracked items
      • generates new letter(s) with correct address
      • creates new tracked items(s)
      • resends the letter(s) to the claimant via centralized printing, and
      • updates corresponding suspense dates, when necessary.
    Notes:
    • Do not upload FTI directly into the VBMS documents folder. FTI is stored in a restricted FTI repository outside of VBMS.
    • When a prior partial rating decision was completed but deferred items resulted in the EP being continued at authorization and the notification letter for the partial rating is returned, follow the procedures at M21-1, Part II, Subpart i, 2.C.6.f to update the address and return the notification letter except that EP 400 will not be established or cleared nor will a tracked item be necessary.

    References: For more information on

II.i.2.C.6.f.
Handling Undeliverable Essential Mail Upon Identification of a New Address –EP No Longer Pending

Follow the steps in the table below when
  • a new address is obtained using the guidance in M21-1, Part II, Subpart i, 2.C.6.d, and
  • the related EP is no longer pending.
Letter TypeIPC Action(s)Development or Rating Action(s)
claimant development
  • Updates the address using the guidance in M21-1, Part II, Subpart iii, 3.B.1
  • establishes an EP 930 with an appropriate claim label
  • associates the undeliverable mail with the claims folder, and
  • assigns the EP 930 to the lane where the original EP was closed.
Development activity
  • generates new letter(s) with correct address
  • creates new tracked item(s), and
  • resends the letter(s) to the claimant via centralized printing.
third party development
  • Establishes an EP 930 with an appropriate claim label
  • includes a note stating rating action required
  • sets the claim status to ready for decision
  • associates the undeliverable mail with the claims folder, and
  • assigns the EP 930 to the lane where the original EP was closed.
Rating activity conducts a review in accordance with M21-1, Part II, Subpart i, 2.C.6.h. Note: Use the appropriate claim label for the EP 930
  • Non-Rating Control, or
  • Rating Control.
claimant or beneficiary notification
  • Establishes an EP 400 with a correspondence claim label in accordance with M21-1, Part II, Subpart iii, 3.A.1
  • assigns the claim to the non-rating lane during VBMS establishment
  • enters undeliverable mail as a contention
  • updates the beneficiary’s record to reflect the new address using the guidance in M21-1, Part II, Subpart iii, 3.B.1
  • downloads the mail from the portal for printing if being screened electronically
  • generates a Return Mail cover letter
  • sends the mail and cover letter to the new address
  • associates a copy of the cover letter to the claims folder, and
  • clears the EP 400.
Important:
  • Whenever possible instead of locally printing and resending, prepare a package for centralized printing.
  • If a new address cannot be located follow the guidance in M21-1, Part II, Subpart i, 2.C.6.g.
N/A
representative notificationN/A
other essential mail (such as dependency verification, employment questionnaire, etc.)Notes:
  • If a new address cannot be located follow the guidance in M21-1, Part II, Subpart i, 2.C.6.i.
  • The pending EP could be an 800 series work item or a controlling EP.
N/A
Important: Do NOT send undeliverable FTI to the scanning vendor. Follow safeguarding procedures outlined in M21-1, Part XIV, 4.B. Notes:
  • When the original version of undeliverable essential mail is available in the claims folder, download a clean copy of the document to re-mail to the claimant instead of using the poorer quality CM scanned version. When the remailed information does not include the claimant’s proper address, ensure the Return Mail letter is attached to the top with the proper updated address before returning the mail. Send the mail through centralized printing.
  • Use the appropriate claim label for the EP 930 corresponding to the previously pending EP. Claim labels include
    • Non-Rating Control
    • Rating Control
    • PMC – Non-Rating Control
    • PMC – Rating Control, or
    • PMC – DIC Rvw/Ref/Other.
Exception: EP 930 does not apply to returned mail issues for legacy appeals, which can be controlled by reestablishing an EP 170.

II.i.2.C.6.g.
Final Attempt to Obtain an Updated Address for Undeliverable Claimant Notifications and Essential Mail

When an updated address cannot be obtained using the guidance in M21-1, Part II, Subpart i, 2.C.6.d for claimant or beneficiary notifications and other essential mail refer to the table below.
StepAction
1The IPC
  • establishes an EP 290 with the claim label
    • Disappearance of Veteran, or
    • PMC-Eligibility Determination for a non-Veteran, and
  • assigns the claim to the non-rating lane.
2Is the direct deposit information available?
  • If yes, send a letter to the financial institution for a current mailing address.
  • If no, follow the guidance in M21-1, Part II, Subpart i, 2.C.6.i.
3The claims processor takes further action as provided in the table below after the suspense period for the development has expired or an address is obtained.
If an address …Then the claims processor …
is obtained
  • resends the claimant notification and/or other essential mail, and
  • clears EP 290.
is not identified within 30 days of the date the letter is sentfollows the guidance in M21-1, Part II, Subpart i, 2.C.6.i.
Note: The actions in M21-1, Part II, Subpart i, 2.C.6.d must be completed before following the procedures described in the table above. When the actions have not been completed, the claims processor must complete all actions from M21-1, Part II, Subpart i, 2.C.6.d before proceeding with the steps in the table above.

II.i.2.C.6.h. Rating Review of Undeliverable Third-Party Development Mail – No EP Pending

When a new address is available for returned mail related to the development of a completed claim or legacy appeal, the rating activity must determine if receipt of the evidence requested in the development could change the outcome of the decision. Use the table below to determine the appropriate action based on the review.
If ...Then ...
  • receipt of the requested evidence could change the previous decision, or
  • issues were denied due to lack of response to the development.
defer the claim to the development activity with specific guidance for development.
receipt of the evidence could not affect the previous decision.
  • add a permanent note in VBMS containing the rationale for why further development would not change the decision, and
  • instruct the authorization activity to clear the EP.

II.i.2.C.6.i. Final Actions When a Correct Address for Essential Mail Is Unobtainable

Take the actions described in the table below if a correct address for a claimant or beneficiary with undeliverable, essential mail is unobtainable.
If ...Then associate the returned mail and its original envelope with the claims folder, and ...
no award is running
  • take no further action, and
  • clear EP 290.
  • no award is running, and
  • a claim is pending
  • deny the pending claim for the reason Whereabouts Unknown
  • send notice to the claimant’s last known address
  • clear the pending EP 290 and EP(s) associated with the pending claim(s), and
  • consider the claim abandoned one year following the date of request.
Important: This procedure is applicable to handling an undeliverable due process notice in situations requiring character of discharge determinations. A character of discharge determination should not be completed when the due process notice was not received by the Veteran. References: For more information on
an award is running
  • clear the pending EP 290 and EP(s), if pending, associated with the returned mail
  • send notice of proposed adverse action to discontinue benefits to the last address of record
  • establish EP 600 with a suspense date that is 65 days from the date of the notice of proposed adverse action, and
  • discontinue benefits if the beneficiary does not respond within 60 days.
Note: Use the table below to determine proper procedures for handling other pending EPs that are not directly associated with the returned mail.
If …Then …
there is a fiduciary EP pending
  • clear EP 290 with claim label
    • Disappearance of Veteran for a Veteran, or
    • PMC-Eligibility Determination for a non-Veteran, and
  • notify the corresponding fiduciary hub (hub) or RO that has jurisdiction of the competency determination as indicated on M21-1, Part X, Subpart ii, 6.A.1.a of the disappearance. Do not clear EP 590 or EP 600.
Note: The hub will attempt to locate the beneficiary and send the appropriate notice.
there are EPs pending for failure to report for a routine future examination follow the procedures in M21-1, Part IV, Subpart ii, 2.B.3.d.
there are EPs pending for other compensation or pension-related due process issues
  • finalize the already proposed due process action, and
  • send final notice to the beneficiary at the last known address.
Important: Unless the already proposed due process will discontinue the award, separate due process must be issued due to whereabouts being unknown. If the already proposed due process will result in discontinuation of the beneficiary’s award, separate due process is not required.
there are EPs pending for other co-pending compensation or pension-related determinations
  • if the action can be completed,
    • complete the EP, and
    • provide notice at the last known address, or
  • if the action cannot be completed, do not clear the co-pending EP until after the 65 days for proposed adverse action for whereabouts unknown has passed.
Important:
  • If the award is suspended due to undeliverable checks, contemporaneous notice is acceptable.
  • If no EP is running initially, then send notice of proposed adverse action under EP 290.
References: For more information on

Notes:
  • For eFolders, ensure the mail and its original envelope are sent to the scanning vendor.
  • Do NOT send undeliverable FTI mail to the scanning vendor. Follow safeguarding procedures outlined in M21-1, Part XIV, 4.B.

II.i.2.C.6.j. Effect of Undeliverable Mail on the One-Year Time Limit for Submission of Evidence

Do not extend the one-year time limit for submission of evidence in support of a claim if
  • VA sent the request for evidence to the claimant’s last known address
  • the request was returned as undeliverable, and
  • attempts to obtain a correct address were unsuccessful.
Reference: For more information on the one-year time limit, see 38 CFR 3.158(a).

II.i.2.C.6.k. Claimants Who Are Unable or Unwilling to Furnish a Correct Address

If a claimant or beneficiary is unable or unwilling to furnish a correct mailing address but wishes to continue pursuing a claim and/or receiving benefits, send the correspondence and/or benefit checks to the
  • Agent Cashier of the office or center having jurisdiction over the claims folder, or
  • Agent Cashier of any VA facility deemed appropriate.
Reference: For more information on the delivery of correspondence or benefit checks to homeless claimants, see 38 CFR 1.710(d).

II.i.2.C.6.l. Checks or Correspondence Not Collected From Agent Cashiers Within 30 Days

The table below describes the handling of checks and correspondence that beneficiaries and/or claimants fail to collect from Agent Cashiers within 30 days.
If a ...Then the ...
beneficiary fails to collect the benefit check from an Agent Cashier within 30 daysAgent Cashier returns the check to the Department of the Treasury. Result: This action suspends the beneficiary’s award.
claimant fails to collect correspondence from an Agent Cashier within 30 days
  • Agent Cashier returns the correspondence to the RO, and
  • RO follows the procedures in M21-1, Part II, Subpart i, 2.C.6.c-g for handling undeliverable mail.

Source: VA M21-1 Adjudication Procedures Manual, M21-1, Part II, Subpart i, Chapter 2, Section C (U.S. government work, reproduced for reference). Browse all sections →