Department of Veterans Affairs M21-1, Part III, Subpart iiVeterans Benefits Administration August 8, 2018Washington, DC 20420

Key Changes

Changes Included in This Revision

The table below describes the changes included in this revision of Veterans Benefits Manual M21-1, Part III, “General Claims Process,” Subpart ii, “Initial Screening and Determining Veteran Status.”

Notes: The term “regional office” (RO) also includes pension management center

(PMC) and Appeals Resource Center (ARC), where appropriate. Unless otherwise noted, the term “claims folder” refers to the official,

numbered, Department of Veterans Affairs (VA) repository – whether paper or electronic – for all documentation relating to claims that a Veteran and/or his/her survivors file with VA.

Minor editorial changes have also been made to- improve clarity and readability- update incorrect or obsolete references- reassign alphabetical designations to individual blocks, where necessary,

to account for new and/or deleted blocks within a topic- update the labels of individual blocks and the titles of topics to more

accurately reflect their content, and- bring the document into conformance with M21-1 standards.

Reason(s) for Change Citation To reorganize the sequence of steps in the procedure for shipping

mail to the scanning vendor so they flow more logically. To make non-substantive edits for the purpose of improving clarity

and readability. To delete from the table old Step 9 and move its content to a note

box that follows the table.

M21-1, Part III, Subpart ii, Chapter 1, Section E, Topic 2, Block c (III.ii.1.E.2.c)

To move dialing instructions from III.ii.1.E.3.c to a more logical location.

To replace (for clarity) reference to the risk of missing evidence when making a decision on a claim with a reference to the risk of misplacing one claimant’s information into another claimant’s electronic claims folder.

To make non-substantive edits for the purpose of improving clarity and readability.

III.ii.1.E.3.a

To reorganize the content so it flows more logically. To make non-substantive edits for the purpose of improving clarity

and readability.

III.ii.1.E.3.c

To make non-substantive edits for the purpose of improving clarity and readability.

To delete the word “immediately” and the phrase “within 48 hours,” when necessary, as outlining timeliness standards falls under the

III.ii.1.E.4.a

direction and purview of the Office of Field Operations (OFO).  Per Compensation Service leadership, such language has been removed from M21-1 where its inclusion does not meaningfully impact the procedures described.

To add a new Stage 3 that describes an action that was previously described in Stage 2.

To delete the word “immediately” and the phrase “on a daily basis” when necessary, as outlining timeliness standards falls under the direction and purview of OFO.  Per Compensation Service leadership, such language has been removed from M21-1 where its inclusion does not meaningfully impact the procedures described.

To make non-substantive edits for the purpose of improving clarity and readability.

III.ii.1.E.5.a, b, and c

To make non-substantive edits for the purpose of improving clarity and readability.

III.ii.1.E.5.d

To change the format and reorganize the placement of instructions within individuals rows in the table.

To make non-substantive edits for the purpose of improving clarity and readability.

III.ii.1.E.6.a

To make non-substantive edits for the purpose of improving clarity and readability.

III.ii.1.E.6.b

To delete old III.ii.1.E.6.c, as the information contained in this block already exists in III.ii.1.E.6.a.

--

To make non-substantive edits for the purpose of improving clarity and readability.

III.ii.1.E.6.c

Authority By Direction of the Under Secretary for Benefits

Signature

Beth Murphy, DirectorCompensation Service

Distribution LOCAL REPRODUCTION AUTHORIZED

Section E. Centralized Mail (CM) Intake

Overview

In This Section This section contains the following topics:

Topic Topic Name1 Overview of the CM Process2 Receipt, Separation, and Routing of Physical Mail in the a

Regional Office (RO) Mailroom3 Use of CM Faxing Documents to the Scanning Vendor Fax

Lines4 Processing Freedom of Information Act (FOIA) and Privacy

Act (PA) Requests Process5 Intake Processing Center (IPC) CM Screening and Processing

Functions6 Routing Mail to Other Business Lines

1. Overview of CM Process

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

intent of CM roles and responsibilities in the CM process, and definitions of CM terms.

Change Date December 7, 2016

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) in the Veterans Benefits Management System (VBMS) 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 webp P age .

b. Roles and Responsibilities in the CM Process

The Iintake Pprocessing Ccenter (IPC) is responsible for initial screening, control and uploading to VBMS of mail received in the CM portal.

Reference: For more information on individual IPC responsibilities, see M21-1, Part III, Subpart i, 1.2.b.

c. Definitions of CM Terms

For definitions of terms related to CM processing, see the below table.

Item DefinitionReceived 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.

Note: If an earlier date of receipt is discovered, VBMS allows the user to edit this data field.

Reference: For more information on editing document properties in VBMS, see the VBMS User Guide .

FIFO FIFO (first in, first out) refers to 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 Mail Box

A standard box normally used for shipping mail to the scanning vendors in the CM process.

Bankers Box

A standard, white Bankers Bbox 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 III, Subpart ii, 1.C.1.d.

If mail is received ... Then the receipt/received date is the date ...

mail is received by the RO, and sent to the vendor

the receipt/received date is the date stamped by the RO.

mail is received directly at the vendor

the receipt/received date is the date applied to the resulting scanned/converted image by the vendor.

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

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

sources of physical mail received at the RO separating and routing physical mail shipping mail to scanning vendors, and proper identification of undeliverable mail containing Federal tax

information (FTI).

Change Date July 17, 2017August 8, 2018

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)- Federal Express (FedEx)- Dalsey, Hillblom, and Lynn (DHL), and- other private messenger services.

VA satellite offices, including- Oout-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.

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) Appeals Resource Center (ARC) Board of Veterans’ Appeals (BVA) Fiduciary Service

Education Service Insurance Service Loan Guaranty Service Veterans Health Administration (VHA) Vocational Rehabilitation & Employment (VR&E) Service National Cemetery Administration (NCA) Human Resources Management Director’s Ooffice, 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 ARC, or BVA

follow the procedures in M21-1, Part III, Subpart ii, 1.E.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 processing mail in the CM portal, see M21-1, Part

III, Subpart ii, 1.E.5, and RO processing of FOIA/PA requests in the CM

portal, see M21-1, Part III, Subpart ii, 1.E.4.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 electronic claims folder (eFolder) in the Legacy Content Manager 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 handling undeliverable essential mail, see M21-1,

Part III, Subpart ii, 1.B.6 FTI, see M21-1, Part X, 9.A safeguarding FTI, see M21-1, Part X, 9.B.1, and the proper identification of undeliverable FTI mail,

see M21-1, Part III, Subpart ii, 1.E.2.d.

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 storage and destruction of FTI procedures in M21-1, Part X, 9.B.2, and general safeguarding procedures in M21-1, Part X, 9.B.1.

Reference: For more information on date stamping mail, see M21-1, Part III, Subpart ii, 1.C.1.

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 Action1 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 for the vendors 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 USPS Priority Mail Medium Flat Rate Box (11’’ x 8 ½” x 5 ½” USPS boxinside).

Important: If the volume of mail is larger or smaller than the recommended

USPS pPriority Mmail Mmedium Fflat Rrate Bbox, a different-sized container may be used as long as it is an official USPS container (box, envelope, etcand so on.).

Use the a standard, white Bbankers Bbox when the volume of mail exceeds the capacity of multiple USPS Priority Mail Medium Flat Rate bBoxes.

Do not ship claims folders and/or STRs via USPS or in USPS boxes. Follow the instructions in M21-1, Part III, Subpart ii, 1.F.2 for shipping cClaim folders and STRs are to be shipped via the Records Management Number/ Document Control Sheet (RMN/DCS) shipping process in approved Bbankers Bboxes.

5 Fill the container to approximately 90-percent capacity and add filler material. Ensure there is enough cushioning and so items do 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.

67 Use clear, plastic shipping tape with that bears the words United States Postal Service Mailing writing to seal the

seal the box top and bottom seam, and reinforce the edges.

Do not use

cord string twine masking tape, or cellophane tape.

78 Label the top of the box CM (for “centralized mail”).

Important: All mail shipped to the vendors needs to contain a VA Directive 6609 Notice sheet inserted into the shipping container. This notice provides the penalties for violation of Privacy and Health Insurance Portability and Accountability Acts.

89 Use the table below to determine the appropriate address to forward centralizedship the mail to for scanning.

If the mail should will be processed by …

Then sShip physical the mail to …

a VSC or ARC Department of Veterans AffairsClaims Intake CenterPO Box 5235Janesville, WI 53547-5235

the Philadelphia PMC

Department of Veterans AffairsClaims Intake CenterAttention: Philadelphia Pension CenterPO Box 5206Janesville, WI 53547-5206

the St. Paul PMC Department of Veterans AffairsClaims Intake CenterAttention: St. Paul Pension CenterPO Box 5365Janesville, WI 53547-5365

the Milwaukee PMC Department of Veterans AffairsClaims Intake CenterAttention: Milwaukee Pension CenterPO Box 5192Janesville, WI 53547-5192

BVA Board of Veterans AppealsClaims Intake Center

PO Box 5229Janesville, WI 53547-5229

Note: Place the address label inside a sealable, clear jacket, whichprovided by USPS provides.

9 Use priority mail tracking services from the USPS for shipping.

Notes: Mailroom must maintain a log of tracking numbers for future

reference. A DCS is not required for mail sent under the CM program.

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 III, Subpart ii, 1.F, when shipping CM for scanning.

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 identify if thedetermine whether undeliverable mail contains FTI.

Use the examples below to help identify ifThe table below provides examples of text that might appear in undeliverable mail containings FTI.

Note: The examples below are not an all-encompassing list.

Examples1

2

3

4

5

6

7

3. Use of CM Faxing Documents to the Scanning Vendor Fax Lines

Introduction This topic provides information about faxing documents to the scanning vendoran overview of the use of vendor fax lines in the CM process, including

availability and proper use of CM scanning vendor fax lines CM scanning vendor fax linesnumbers, and fax confirmation sheet.

Change Date July 17, 2017August 8, 2018

a. Availability and Proper Use of CM Scanning Vendor FaxLines

Dedicated facsimile (fax) lines are available for transmitting documents directly to the scanning vendors.

They fax numbers can may be used by

PCT personnel VSOs VHA personnel, and claimants.

Important: Prior to transmission of a fax, senders must ensure they understand their fax

settings and whether a 1 or 9 is needed for dialing. Adding a 1 or 9 when it isn’t necessary may change the fax number and result in the inadvertent transmission of documents to a non-VA organization or private business.

Once a claim is faxed, do not mail the paper original, as this will create duplicates in the portal and claims folder.

Always use a fax coversheet. (Use a locally devised coversheet or the Centralized Mail Fax Coversheet or Pension Fax Coversheet provided on by the Veterans C M webpage laim Intake Program ) .

Send only one claimant’s information per fax transmission. Sending more than one claimant’s information in a single fax risks the- misplacement of one claimant’s information into another claimant’s

eFolder, andmissing evidence when a decision is made on the claim- unintentional release of personally identifiable information.

There is a 999-page limit on faxes; therefore, larger packets should be mailed rather than faxed to the scanning vendor. Multiple fax transmissions will cause the packet to be broken into multiple packets in the portal.

Exception: Undeliverable FTI mail containing FTI is exempt from CM processing. Do not fax or transmit FTI mail containing FTI to the scanning vendor.

b. CM Scanning Vendor Fax LinesNumbers

Use the table below to determine the appropriate CM scanning vendor fax number.

If the documents relate to a claim that will be processed by a ...

Then fax the materials documents to ...

VSC (844) 531-7818.VSC for a foreign claimant (248) 524-4260.PMC (844) 655-1604.

c. Fax Confirmation Sheet

When After faxing documents to the CM portalscanning vendor, senders must

ensure that prior to submission they understand their fax settings and whether a “1” or “9” is needed for dialing. Adding a “1” or “9” when it isn’t necessary may change the fax number and inadvertently transmit mail to a non-VA organization or private business verify the vendors confirmed (by fax) itsprovide a faxed confirmation of

receipt of the faxeds documentsreceived by the scanning facility, and always review the fax confirmation sheet to ensure the correct number of

pages were transmitted to the correct fax number.

The example image below contains shows the information the senders will receive in a fax confirmation receipt sheet from the CM scanning vendor.

4. Processing FOIA and PA Requests Process

Change Date July 14, 2015August 8, 2018

a. Processing FOIA and PA Requests

Routing of FOIA and PA requests to the Records Management Center (RMC) is required when received through the CM portal.

Follow the steps in the table below on howfor ROs and RMC process FOIA/PA requestsprocedures.

Step Action1 During initial screening, the IPC user routes FOIA/PA requests

through the CM portal to the RMC’s mail queue without taking any system actions, unless

a FOIA/PA request is received in the same mail packet as other mail requiring RO action, or

a Congressional FOIA/PA request is received.

Exceptions: Use tThe table below for instruction on FOIA/PA request forwarding describes exceptions to the information expressed in the preceding paragraph.

2 If paper records exist at another facility, to include RMC, RMC will utilize the Control of Veterans Records System (COVERS) under the guise of the Newark RO (309) to request that the folder be sent to the scanning vendor. (RMC makes the request through COVERS even if it has custody of the claims folder.)

RMC will document the folder request as a tracked item in VBMS.

Within 48 hours of receiving a COVERS request from 309, ROs must

If a ... Then the IPC ...FOIA/PA request is received in the same mail packet as other mail requiring RO action

Eestablishes end product (EP)- 510, Privacy Act Request, or- EP 511, FOIA,

leaves the suspense reason as Initial Review Pending, and

immediately brokers the corresponding work item to RMC in VBMS only.

Notes: The user’s IPC leaves a permanent note

under the brokered work items should indicatinge a FOIA/PA request was received with other RO action mail.

After establishing the 510 series EP 510 or 511, the RO user should proceed with- processesing the action mail, and- uploadsing the mail packet into the

appropriate eFolder in VBMS.

Reference: For more information on establishing EPs in VBMS, see M21-1, Part III, Subpart ii, 3.D.2.c.

Ccongressional FOIA/PA request is received through the CM portal

downloads the request from the portal to aand saves it in the pPortable Ddocument Fformat (PDF).

e-mails the document to VAVBASTL/RMC/CONGRESSIONAL, and

uploads the document into the appropriate eFolder to in VBMS.

Note: The CM portal would does not normally contain Ccongressional FOIA/PA requests. RO Congressional Liaisons may refer Ccongressional staff to RMC for qualifying requests.

send the requested folders to the scanning vendor, and assign the appropriate COVERS location for the scanning vendor

(e.g. DCSS1).

Note: Do not permanently transfer the claims folder to 309 in COVERS.

Reference: For more information on requesting claims folders request in COVERS, see the COVERS User Guide.

3 After an RO receives a COVERS request from 309 under the circumstances described in Step 2, the RO

sends the requested claims folder to the scanning vendor, and assigns the appropriate COVERS location for the scanning vendor

(such as DCSS1).

Note: ROs must never permanently transfer the requested claims folder to 309 in COVERS.

5. IPC CM Screening and Processing Functions

Introduction This topic provides an overview of IPC screening and processing functions in the CM portal, including

Super User mail processing in the CM portal Basic User mail processing in the CM portal processing CM packages, and processing solicited and unsolicited mail.

Change Date November 9, 2017August 8, 2018

a. Super User Mail Role in the CM Portal

The IPC Super User

reviews and distributes all mail in the CM portal on a daily basis immediately notifies the IPC supervisor if FTI mail containing FTI is

discovered in the CM portal routes mail to work queues based on a FIFO received date mentors Basic Users provides guidance to Basic Users on processing complex mail, and if applicable, processes the more complex cases.

Important: Super Users do should not prescreen mail before distributing it to work

queues. All users must process mail based on FIFO principles.

Notes: In the CM portal, only Super Users can transfer mail packages to another

RO’s CM queue. The IPC supervisors provides direction to non-supervisory Super Users on

the amount of mail Super Users distributed to basic users.

Reference: For more information on the role of the Super User role in CM, see the Super User Manual.

b. Basic User Mail Role in the CM Portal

The Basic User

screens mail assigned to his/herthe user’s work queue immediately notifies the super Super user User and/or IPC supervisor if mail

containing FTI is discovered in the CM portal establishes new claims or 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 eFolder in VBMS or sends it to the

appropriate business line.

Note: Routing of paper claims folders to scanning vendors is not necessary when the claim may be worked without claims folder review. For example, claims for additional compensation for dependents are generally decided without claims folder review.

References: For more information on establishing claims in VBMS or Share, see M21-1, Part III, Subpart ii, 3.D.2 routing claims to the appropriate segmented lane, see M21-1, Part III,

Subpart i, 1.3.a managing evidence, see the VBMS Job Instruction Sheet – Manage

Evidence updating claimant information in VA systems, see M21-1, Part III, Subpart

ii, 3.C, and the role of the Bbasic Uuser role in CM, see the Basic User Manual.

c. Processing CM Packages

Follow the steps in the table below when processing CM packages.

Step Action1 Check VBMS and the Veterans Appeals Control and Location

System (VACOLS) for a current pending or recently adjudicated EP claim or appeal.

Is the mail package related to development of a current pending EP associated with a claim or appeal, or is the maildoes it represent late-flowing mail that was submitted in response to development of a recently adjudicated claim or appeal?

If yes,- follow the guidance foundinstructions in M21-1, Part III, Subpart

ii, 1.E.5.d, and- disregard the remaining steps in this table.

If no, go to the next step.2 Does the mail involve a claim that falls under the jurisdiction of a

restricted access claims center (RACC) because the claimant is a Veteran employee, a relative of an employee, an employee or relative of a VSO, or other claimant as defined in M21-1, Part III, Subpart ii, 4.A.3 and 4?

If yes, go to the next step. If no, go to Step 5.

3 Does the mail represent a claim or appeal that is subject to National Work Queue (NWQ) routing?

If yes,- activate the Restricted Access corporate flash- ensure the local Information Security Officer restricts access to

the corresponding VA record by assigning one of the sensitivity levels described in M21-1, Part III, Subpart ii, 4.A.4.a, and

- go to the next step. If no, go to the next step.

Important: ROs must request assistance from their NWQ point of contact when transferring a claim if they are unable to activate the Restricted Access corporate flash because VA has already assigned one of the sensitivity levels described in M21-1, Part III, Subpart ii, 4.A.4.a.

References: See the Share User’s Guide for instructions for activating a

corporate flash. See the National Work Queue Playbook, under the heading

Restricted Access Claims Center (RACC) Claims Routing, for more information about handling claims or appeals that- fall under the jurisdiction of a RACC, and- are subject to NWQ routing.

4 Transfer the packet to the appropriate RACC queue (St. Paul RACC, Milwaukee RACC, or Philadelphia RACC) and take no further action.

Notes: System access settings prevent most RO employees from updating

VA’s systems to reflect the receipt of evidence or information included in mail that a RACC must ultimately process. Accordingly, ROs must immediately forward such mail to the appropriate RACC.

RACC development letters include a coversheet that recipients are instructed to place on top of mail they send to VAcontain the RACC Coversheet for placement on top of subsequent mail submitted. Use of the coversheet in this manner facilitates The RACC Coversheet automatically routesing of the packet to the appropriate RACC queue.

To avoid improper routing in the CM portal, PCT personnel accepting mail from Veteran employees must use the RACC appropriate Ccoversheets from among those listed below:.- Philadelphia RACC Coversheet - Milwaukee RACC Coversheet , or- St. Paul RACC Coversheet .

Reference: For more information on determining the proper RACC jurisdiction, see M21-1, Part III, Subpart ii, 4.A.4.e.

5 Does the mail represent material that a PMC must review/process?

If yes,- use the map below to determine the PMC with jurisdiction- transfer the claim to the appropriate PMC queue, and- take no further action.

If no, go to the next step.6 Does the mail represent a new compensation-related claim, or does it

include a VA Form 21-0958, Notice of Disagreement, or VA Form 9, Appeal to Board of Veterans' Appeals?

If yes, go to the next step. If no, go to Step 11.

7 Will the RO that received the CM mail package retain jurisdiction?

If yes, go to the next step. If no, go to Step 10.

Important: ROs may not transfer claims (rating, or non-rating), appeals, or

work items, to include mail received in the CM portal,) to another RO solely because the claimant resides within another RO’s geographical jurisdiction. ROs may transfer a claim to another RO only if the- claimant has requested a personal hearing- claimant is a homeless Veteran, or- claim is a “special mission claim” that a specific ROs must

process. If an RO receives a claim or appeal over which it will retain

jurisdiction, but another RO has custody of the corresponding paper claims folder, the RO that is retaining jurisdiction must request permanent transfer of the folder through COVERS. If the claim or appeal is subject to NWQ routing, the RO must also add the

Requested Claim Folder tracked item.

Exception: As noted in M21-1, Part III, Subpart iii, 5.A.2.b, certain requests for dependencyclaims for additional benefits for a dependent do not require review of the claims folder to decide. In those situations, request of the claims folder is unnecessary.

8 Follow the instructions in the table below.

If the mail represents a(n) …

Then place it under control according to the instructions in …

claim M21-1, Part III, Subpart ii, 3.D.2.notice of disagreement (NOD)

M21-1, Part III, Subpart ii, 3.E.2.c and d.

perfected appeal (VA Form 9)

M21-1, Part III, Subpart ii, 3.E.4.

9 Upload the mail package into the appropriate eFolder and disregard the remaining steps in this table.

10 Follow the instructions in the table below.

If the claim, NOD, VA Form 9, or work item …

Then …

requires a personal hearing, or

pertains to a homeless Veteran

transfer the mail package to the queue of the RO that has geographical jurisdiction based on the claimant’s/beneficiary’s place of residence, and

take no further action. involves special

mission issues with exclusive jurisdiction, or

involves exceptions to general policy for claims folder jurisdiction

determine jurisdiction by following the guidance found in M21-1, Part III, Subpart ii, 5.A.2.a, or M21-1, Part III, Subpart ii, 5.A.1.b and c

transfer the mail package to the proper RO’s queue, and

take no further action.

11 Is the mail for a business line other than Compensation Service or Pension and Fiduciary Service?

If yes,- reroute the mail to the appropriate business line, following the

guidance in M21-1, Part III, Subpart ii, 1.E.6, and- take no further action.

If no, go to the next step.

12 Check COVERS to determine whether a claims folder exists.

Does a claims folder exist?

If yes, go to the next step. If no,- check for a previously established claims folder, using the

guidance found in M21-1, Part III, Subpart ii, 3.A.1.d- establish a claims folder (if necessary), and- go to the next step.

Note: If there is not enough information to establish a claims folder, see the military mail procedures follow the instructions in M21-1, Part III, Subpart ii, 4.H.11.B.5.

References: For more information on using COVERS, see the COVERS User Guide, and establishing a claims folder, see M21-1, Part III, Subpart ii, 3.B.2.

13 Does a review of the mail determine reveal that no action is needed?

If yes, treat the package is considered mail as “file mail” or “drop mail” by- uploading the mail into the appropriate eFolder in VBMS, and- takeing no further action.

If no,- take all necessary actions (e.g.such as processing an intent to file

(ITF) a claim, changinge of an address, updating the power of attorney update, etc.and so on), and

- upload the mail into the appropriate eFolder in VBMS.

Note: On or after March 24, 2015, new claims/appeals must be filed on a fully completed, prescribed VA application form.

Reference: For more information about ITF and VA Form 21-0966, Intent to File a Claim for Compensation and/or Pension, or Survivors Pension and/or DIC, see M21-1, Part III, Subpart ii, 2.C.2.

d. Processing Solicited and Unsolicited Mail

Solicited and unsolicited mail refers to mail submitted in association with development of a claim or appeal.

Note: New appeals and perfected appeals (VA Form 9) are not types of solicited or unsolicited mail. Follow M21-1, Part III, Subpart ii, 1.E.5.c for describes the proper handling procedures for handling new and perfected appeals and for other types of mail.

When processing solicited or unsolicited mail, update VBMS according to instructions in the following table.

Step Action1 Does the solicited or unsolicited mail pertain to a pending EP?

If yes, go to the next step. If no, go to Step 6.

2 Does the mail represent evidence requested and documented by a tracked item?

- If yes, go to the next step (the package mail is considered solicited)

go to the next step.- If no, go to Step 4 (the package mail is considered unsolicited)

go to Step 4.3 Update the tracked item RECEIVED field with the date of receipt

of the evidencemail select the SAVE button upload the packet mail into the appropriate eFolder in VBMS, and take no further action.

Example:

4 Update the MANAGING EVIDENCE screen with the evidenceto reflect the mail VA received under the ADD UNSOLICITED tab, andgo to the next step.

Examples:

5 Add any new contentions by selecting ADD CONTENTIONS on the contentions screenCONTENTIONS LIST tab

upload the packet mail into the appropriate eFolder in VBMS, and take no further action.

Example:

Notes: Remember to include the date of claim (date of receipt of new

contention) for each contention. Do not change the segmented lane already assigned unless there is

a new special issue or Sspecial Ooperations contention.6 If the evidence does not pertain to any pending claim, cCheck

VACOLS to determine whether an appeal is pending.

Does the mail pertain to a pending appeal?

If yes,- manage evidence inupdate VBMS to show that the evidence was

receivedreflect receipt of the mail, as outlined in Step 4- upload packet the mail into the appropriate eFolder in VBMS,

and- go to Step 8.

If no, go to the next step.

Reference: For more information on using VACOLS, see the VACOLS User Guide.

7 Review the mail for a possible EP 930.

Is an EP 930 warranted, i.e. does (the mail relates to a previous claim VA already decided, and was did VA received the mail before it decided the claimprior to a previous claim being closed)?

If yes, establish an EP 930 and go back to Step 4. If no, contact the Super User for guidance, and no further action is

necessary.

Note: Use the appropriate claim label to differentiate between a rating and non-rating EP 930s.

Reference: For more information on using EP 930s, see M21-4, Appendix B.

8 Is the appeal under the jurisdiction of BVA?

If yes, the Basic User sends the mail package to the re-route queue, and (a Super User will reassigns the package to BVA in the CM portal).

If no, take no further action.

Reference: For more information on processing CM mail packages, see the CM Uuser Mmanuals and other guides on the CM webpage.

6. Routing Mail to Other Business Lines

Introduction This topic provides an overview oninformation about routing mail to other business lines, including

rerouting mail by e-mail toand mailing address of other business lines VR&E e-mail contact listaddresses fiduciary hub jurisdictions and contact information, and Support Services Division (SSD)/finance activity e-mail contact

listaddresses.

Change Date October 3, 2017August 8, 2018

a. Rerouting Mail by E-Mail and Mailing Address ofto Other Business Lines

If the Basic UWhen a user identifies mail for business lines to which the user cannot route mailnot in the CM portal, he/she

uses the functionality within the portal to- download the mail image(s), and- save it as ato PDF formatfile, and

e-mail (using appropriate encryption)sends the document(s)file , via encrypted e-mail, to the appropriate business line, or in the case of NCA print out and fax or mail the file, using the addresses shown in the mailbox per the below table below.

Business Line Document E-Mail/Mailing AddressEducation Service

Jurisdiction for education mail is based on the corresponding regional processing office (RPO). The email addresses for each RPO is as follows:

Buffalo RPO VAVBABUF/RO/EDU Muskogee RPO VAVBAMUS/RO/EDU, and St. Louis RPOVAVBASTL/RO/EDU.

Refer to the table below to determine which RPO has jurisdiction based on the residence of the claimant.

Buffalo RPO St. Louis RPO Muskogee RPOServes the following states or areas

CT DE DC MA MD ME NC

CO IA IL IN KS KY MI

- AK- AL- AR- AZ- CA- FL- GA

NH NJ NY PA RI VT VA US

Virgin Islands

foreign schools

MN MO MT NE ND OH SD TN WV WI WY

- HI ID LA MS NM NV OK OR SC TX UT WA Phillipine

s Puerto

Rico Guam APO/FPO

AP Use the table below to determine the correct e-mail address.

If the claimant … Then e-mail the PDF file to …

lives in- Connecticut- Delaware- the District of Columbia- Massachusetts- Maryland- Maine- North Carolina- New Hampshire- New Jersey- New York- Pennsylvania- Rhode Island- Vermont- Virginia, or- the U.S. Virgin Islands,

or attends a foreign school

VAVBABUF/RO/EDU.

lives in

Colorado Iowa Illinois Indiana Kansas

VAVBAMUS/RO/EDU.

Kentucky Michigan Minnesota Missouri Montana Nebraska North Dakota Ohio South Dakota Tennessee West Virginia Wisconsin, or Wyoming lives in- Alaska- Alabama- Arkansas- Arizona- California- Florida- Georgia- Hawaii- Idaho- Louisiana- Mississippi- New Mexico- Nevada- Oklahoma- Oregon- South Carolina- Texas- Utah- Washington- the Philippines- Puerto Rico, or- Guam, or

has an Army Post Office, Fleet Post Office, or Armed Forces Pacific mailing address

VAVBASTL/RO/EDU.

Insurance Service

VAVBAPHI/IC/IPCMAIL

Loan Guaranty Service

VAVBAWAS/CO/LGY ADMIN CORRESPOND

VR&E Service Use the table in M21-1, Part III, Subpart ii, 1.E.6.b, to determine the correct e-mail address.

Note: EnterVR&E mail must be routed to the correct VR&E office. The e-mail subject line should be VR&E

Misdirected Mail – RO [RO #] in the subject line of the e-mail.

Reference: For more information on VR&E offices’ e-mail addresses, see M21-1, Part III, Subpart ii, 1.E.6.b.

Fiduciary Hub Use the table in M21-1, Part III, Subpart v, 9.A.1.d, to determine the correct e-mail address.

Note: The e-mail subject line should beEnter Fiduciary Misdirected Mail – RO [RO #] in the subject line of the e-mail.

Reference: For more information on fiduciary hub jurisdictions and e-mail addresses, see M21-1, Part III, Subpart v, 9.A.1.d.

Support Services Division (SSD)/finance activity

Use the table in M21-1, Part III, Subpart ii, 1.E.6.c, to determine the correct e-mail address.

Note: SSD/finance activity mail must be routed to the correct SSD/finance activity office. The email subject line should beEnter SSD/Finance Activity Misdirected Mail – RO [RO #] in the subject line of the e-mail.

Reference: For more information on SSD/finance activity e-mail addresses, see M21-1, Part III, Subpart ii, 1.E.6.d.

VHA Handle mail received for a VHA facility in accordance with local policy.

NCA If a VA Form 40-1330, Claim for Standard Government Headstone or Marker, is received by the Veterans Benefits Administration (VBA)Fax claims, such as a VA Form 40-1330, Claim for Standard Government Headstone or Marker, and supporting documentation to 1-800-455-7143 or mail them to

mail claims to:Memorial Programs Service (41B)Department of Veterans Affairs5109 Russell RoadQuantico, VA 22134-3903, orfax claims and supporting documents to 1-800-455-7143.

Important: If When faxing more than one claim, fax each claim package (claim plus supporting documentations) individually, i.e., (disconnect the call and redial for each submission).

b. VR&E E- The table below contains shows the e-mail addresses for sending documents

Mail Contact ListAddresses

to RO’s of the VR&E divisionoffice at each RO.

RO Name VR&E E-Mail AddressAlbuquerque VRC.VBAALB@va.govAnchorage VRE.VBAANC@va.govAtlanta VRC.VBAATG@va.govBaltimore VRE.VBABAL@va.govBoise DIR.VBABOI@va.govBoston VRC.VBABOS@va.govBuffalo VRC.VBABUF@va.govChicago VAVBACHI.VRE@va.govCleveland VRE.VBACLE@va.govColumbia VRC.VBACMS@va.govDenver VRE.VBADEN@va.govDes Moines VRE.VBADES@va.govDetroit VRE.VBADET@va.govFargo VRC.VBAFAR@va.govFt. Harrison VRC.VBAFHM@va.govHartford VRE.VBAHAR@va.govHonolulu VRC.VBAHON@va.govHouston VRE.VBAHOU@va.govHuntington VRE.VBAHUN@va.govIndianapolis VRE.VBAIND@va.govJackson VRE.VBAJAC@va.govLincoln VRE.VBALIN@va.govLittle Rock VRE.VBALIT@va.govLos Angeles ROVRC.VBALAN@va.govLouisville VRE.VBALOU@va.govManchester VRE.VBAMAN@va.govManila VRE.VBAMPI@va.govMilwaukee VRC.VBAMIW@va.govMontgomery VRE.VBAMGY@va.govMuskogee VRE.VBAMUS@va.govNashville VRE.VBANAS@va.govNew Orleans VRC.VBANOL@va.govNew York DIR.VBANYN@va.govNewark VRE.VBANEW@va.govOakland VRC.VBAOAK@va.govPhiladelphia VRC.VBAPHI@va.govPhoenix VRE.VBAPHO@va.govPittsburgh VRE.VBAPIT@va.govPortland VRE.VBAPOR@va.gov

Providence VRE.VBAPRO@va.govReno VRE.VBAREN@va.govRoanoke VRE.VBAROA@va.govSalt Lake VRE.VBASLC@va.govSan Diego VRE.VBASDC@va.govSan Juan MBVRE.VBASAJ@va.govSeattle VRE.VBASEA@va.govSioux Falls VRC.VBAFAR@va.govSt. Louis VRC.VBASTL@va.govSt. Paul VRC.VBASPL@va.govSt. Petersburg VRC.VBASPT@va.govTogus VRE.VBATOG@va.govWaco VRC.VBAWAC@va.govWashington VRE.VBAWAS@va.govWhite River DIR.VBABOS@va.govWichita VRE.VBAWIC@va.govWilmington VRC.VBAPHI@va.govWinston Salem VRC.VBAWIN@va.gov

c. Fiduciary Hub Jurisdictions and Contact Information

For more information on fiduciary hub jurisdictions and contact information to use in routing documentation, see M21-1, Part III, Subpart v, 9.A.1.d.

dc. SSD/Finance Activity E-Mail Contact ListAddresses

The table below contains lists the e-mail addresses for sending documents to RO’s of the SSD/finance activity divisionoffice at each RO.

RO Name SSD/Finance Activity E-Mail AddressAlbuquerque OPS.VBAPHO@va.govAnchorage SSD.VBASLC@va.govAtlanta SSD.VBAATG@va.govBaltimore FINANCE.VBABAL@va.govBoise SSD.VBABOI@va.govBoston SSD.VBABOS@va.govBuffalo SSD.VBABUF@va.govChicago VAVBACHI.SSD@va.govCleveland SSD.VBACLE@va.govColumbia SSD.VBACMS@va.govDenver SSD.VBADENROSSD@va.gov

Des Moines SSD.VBADES@va.govDetroit SSD.VBADET@va.govFargo FIN.VBASPL@va.govFt. Harrison SSD.VBASLC@va.govHartford SSD.VBAHAR@va.govHonolulu SSD.VBASLC@va.govHouston SSD24.VBAHOU@va.govHuntington SSD.VBAHUN@va.govIndianapolis MC.VBAIND@va.govJackson SSD.VBAJAC@va.govLincoln SSD.VBALIN@va.govLittle Rock SSD.VBALIT@va.govLos Angeles ROFIN.VBALAN@va.govLouisville SSD.VBALOU@va.govManchester SSD.VBAMAN@va.govManila SSD.VBAMAN@va.govMilwaukee SSD.VBAMIW@va.govMontgomery SSD.VBAMGY@va.govMuskogee SSD.VBAMUS@va.govNashville SSD.VBANAS@va.govNew Orleans SUP.VBANOL@va.govNew York SSD.VBANYN@va.govNewark SSDVBANEW@va.govOakland FIN.VBAOAK@va.govPhiladelphia FIN.VBAPHI@va.govPhoenix OPS.VBAPHO@va.govPittsburgh SSD.VBAPIT@va.govPortland SSD.VBAPOR@va.govProvidence SSD.VBAPRO@va.govReno SSD.VBASLC@va.govRoanoke SSD.VBAROA@va.govSalt Lake SSD.VBASLC@va.govSan Diego SSD.VBASDC@va.govSan Juan SSD.VBASAJ@va.govSeattle SSD.VBASEA@va.govSioux Falls FIN.VBASPL@va.govSt. Louis SSD.VBASTL@va.govSt. Paul FIN.VBASPL@va.govSt. Petersburg SSD.VBASPT@va.govTogus SSD.VBATOG@va.govWaco SSD.VBAWAC@va.govWashington AMCDIRMAILBOX@va.govWhite River SSD.VBAMAN@va.gov

Wichita SSD.VBAMUS@va.govWilmington FIN.VBAPHI@va.govWinston Salem VAVBAWINSSDFACILITIE@va.gov