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M21-1, Part III, Subpart ii, Chapter 1, Section E – Centralized Mail (CM) Intake

Overview


In This Section 

This section contains the following topics:
Topic
Topic Name
1
2
3
4
5
6

1.  Overview of CM Process


Introduction

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

Change Date

December 7, 2016

III.ii.1.E.1.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 webpage.

III.ii.1.E.1.b.  Roles and Responsibilities in the CM Process

The intake processing center (IPC) is responsible for initial screening, control, and uploading to VBMS of mail received in the CM portal.
Reference:  For more information on IPC roles and responsibilities, see M21-1, Part III, Subpart i, 1.2.b.

III.ii.1.E.1.c.  Definitions of CM Terms

For definitions of terms related to CM processing, see the below table.
Item
Definition
Received 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.
If mail is received 
Then the receipt/received date is the date …
by the RO and sent to the vendor
stamped by the RO.
directly at the vendor
applied to the resulting scanned/converted image by the vendor.
 
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 vendor in the CM process.
Bankers Box
A standard, white box 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.

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


Introduction

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

Change Date

February 19, 2019

III.ii.1.E.2.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
    • out-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.

III.ii.1.E.2.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)
  • decision review operations centers (DROCs)
  • 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 office, 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
  • a DROC, 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
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 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
 
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
Reference:  For more information on date stamping mail, see M21-1, Part III, Subpart ii, 1.C.1.

III.ii.1.E.2.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
Action
1
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 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” inside).
Important:
  • If the volume of mail is larger or smaller than the recommended USPS Priority Mail Medium Flat Rate Box, a different-sized container may be used as long as it is an official USPS container (box, envelope, and so on.).
  • Use a standard, white, bankers box when the volume of mail exceeds the capacity of multiple USPS Priority Mail Medium Flat Rate Boxes.
  • 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 claim folders and STRs in approved bankers boxes.
5
Fill the container to approximately 90-percent capacity and add filler material. Ensure there is enough cushioning so items 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.
7
Use clear, plastic shipping tape that bears the words United States Postal Service Mailing to
  • seal the box top and bottom seam, and
  • reinforce the edges.
Do not use
  • cord
  • string
  • twine
  • masking tape, or
  • cellophane tape.
8
Label the top of the box CM (for “centralized mail”).
9
Use the table below to determine the appropriate address to ship the mail to for scanning.
If the mail will be processed by …
Then ship the mail to …
a VSC or DROC
Department of Veterans Affairs
Claims Intake Center
PO Box 5235
Janesville, WI 53547-5235
the Philadelphia PMC
Department of Veterans Affairs
Claims Intake Center
Attention:Philadelphia Pension Center
PO Box 5206
Janesville, WI 53547-5206
the St. Paul PMC
Department of Veterans Affairs
Claims Intake Center
Attention: St. Paul Pension Center
PO Box 5365
Janesville, WI 53547-5365
the Milwaukee PMC
Department of Veterans Affairs
Claims Intake Center
Attention:  Milwaukee Pension Center
PO Box 5192
Janesville, WI 53547-5192
BVA
Board of Veterans Appeals
Claims Intake Center
PO Box 5229
Janesville, WI 53547-5229
 
Note:  Place the address label inside a sealable, clear jacket, which USPS provides.
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 Sheetreferenced in M21-1, Part III, Subpart ii, 1.F, when shipping CM for scanning.

III.ii.1.E.2.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 determine whether undeliverable mail contains FTI.
The table below provides examples of text that might appear in undeliverable mail containing FTI.
 
Note:  The examples below are not an all-encompassing list.
Examples
1
In reply, refer to
In reply refer to
2
What Have we Done
3
Dear Pensioner
4
What we Have Been Told
5
Dear SirMadam
6
Evidence Used to Decide Your Claim
7
To help us decide

3.   Faxing Documents to the Scanning Vendor


Introduction

This topic provides information about faxing documents to the scanning vendor, including

Change Date

February 19, 2019

III.ii.1.E.3.a.  Availability and Proper Use of Scanning Vendor Fax Lines

Dedicated fax lines are available for transmitting documents directly to the scanning vendor.  They 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 9when 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 original, as this will create duplicates in the portal and claims folder.
  • Always use a fax coversheet.  (Use a locally devised coversheet or theCentralized Mail Fax Coversheet or Pension Fax Coversheet provided on the CM webpage).
  • 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, and
    • 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 mail containing FTI is exempt from CM processing.  Do not fax or transmit mail containing FTI to the scanning vendor.

III.ii.1.E.3.b.  Scanning Vendor Fax Numbers

Use the table below to determine the appropriate scanning vendor fax number.
If the documents relate to a claim that will be processed by …
Then fax the documents to …
a VSC or DROC
(844) 531-7818.
a VSC for a foreign claimant
(248) 524-4260.
a PMC
(844) 655-1604.
BVA
(844) 678-8979.

III.ii.1.E.3.c.  Fax Confirmation Sheet

After faxing documents to the scanning vendor, senders must
  • verify the vendor confirmed (by fax) its receipt of the faxed documents, and
  • review the fax confirmation sheet to ensure the correct number of pages were transmitted to the correct fax number.
The image below shows the information senders will receive in a fax confirmation sheet from the scanning vendor.
Screenshot of information the sender will receive in a fax confirmation receipt from CACI

4.  Processing FOIA and PA Requests


Change Date

August 8, 2018

III.ii.1.E.4.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 how ROs and RMC process FOIA/PA requests.
Step
Action
1
During initial screening, the IPC routes FOIA/PA requests through the CM portal to 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:  The table below describes the exceptions expressed in the preceding paragraph.
If a …
Then the IPC …
FOIA/PA request is received in the same mail packet as other mail requiring RO action
  • establishes end product (EP)
    • 510, Privacy Act Request, or
    • 511, FOIA
  • leaves the suspense reason as Initial Review Pending, and
  • brokers the corresponding work item to RMC in VBMS only.
Notes:
  • The IPC leaves a permanent note under the brokered work item indicating a FOIA/PA request was received with other RO action mail.
  • After establishing EP 510 or 511, the RO
    • processes the action mail, and
    • uploads 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.
congressional FOIA/PA request is received through the CM portal
  • downloads the request from the portal and saves it in the portable document format (PDF)
  • e-mails the document toVAVBASTL/RMC/CONGRESSIONAL, and
  • uploads the document into the appropriate eFolder in VBMS.
Note:  The CM portal does not normally contain congressional FOIA/PA requests.  RO Congressional Liaisons may refer congressional staff to RMC for qualifying requests.
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.
Reference:  For more information on requesting claims folders 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

Change Date

February 19, 2019

III.ii.1.E.5.a.  Super User Mail Role in the CM Portal

The IPC Super User
  • reviews and distributes all mail in the CM portal
  • notifies the IPC supervisor if 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 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.
  • IPC supervisors provide direction to non-supervisory Super Users on the amount of mail Super Users distribute to basic users.
Reference:  For more information on the role of the Super User in CM, see theSuper User Manual.

III.ii.1.E.5.b.  Basic User Mail Role in the CM Portal

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

III.ii.1.E.5.c.  Processing CM Packages

Follow the steps in the table below when processing CM packages.
Step
Action
1
Check all applicable claims processing systems, including
  • VBMS
  • the Veterans Appeals Control and Location System (VACOLS), and
  • Caseflow.
Is the mail package related to a pending claim, higher-level review, or legacy appeal, or does it represent late-flowing mail that was submitted in response to development of a recently adjudicated claim or legacy appeal?
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 legacy appeal that is subject to National Work Queue (NWQ) routing?

  • If yes,
    • activate the Restricted Access corporate flash
    • ensure the local privacy 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 Guide for instructions for activating a corporate flash.
  • See the National Work Queue Playbook, under the headingRestricted Access Claims Center (RACC) Claims Routing, for more information about handling claims or legacy 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.
  • RACC development letters include a coversheet that recipients are instructed to place on top of mail they send to VA.  Use of the coversheet in this manner facilitates automatic routing 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 appropriate coversheet from among those listed below:
Reference:  For more information on 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.
map of the US with PMC jurisdiction
  • 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 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 RO must process.
  • If an RO receives a claim or legacy 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 legacy 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 claims 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
legacy notice of disagreement (NOD)
perfected legacy appeal (VA Form 9)
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, legacy 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
  • involvesexceptions to general policy for claims folder jurisdiction
11
Is the mail for a business line other than Compensation Service or Pension and Fiduciary Service?
  • If yes,
  • 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, follow the instructions in M21-1, Part III, Subpart ii, 1.B.5.
References:  For more information on
13
Does a review of the mail reveal that no action is needed?
  • If yes, treat the mail as “file mail” or “drop mail” by
    • uploading the mail into the appropriate eFolder in VBMS, and
    • taking no further action.
  • If no,
    • take all necessary actions (such as processing an intent to file (ITF) a claim, changing an address, updating the power of attorney, and so on), and
    • upload the mail into the appropriate eFolder in VBMS.
Note:  On or after March 24, 2015, new claims/legacy appeals must be filed on a fully completed, prescribed VA form.

III.ii.1.E.5.d.  Processing Solicited and Unsolicited Mail

Solicited and unsolicited mail refers to mail submitted in association withdevelopment of a claim or legacy appeal.
 
Note:  New legacy NODs and perfected legacy appeals (VA Form 9) are not types of solicited or unsolicited mail.  M21-1, Part III, Subpart ii, 1.E.5.c describes the proper procedure for handling new and perfected legacy appeals and other types of mail.
When processing solicited or unsolicited mail, update VBMS according to instructions in the following table.
Step
Action
1
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 mail is considered solicited).
  • If no, go to Step 4 (the mail is considered unsolicited).
3
  • Update the tracked item RECEIVED field with the date of receipt of the mail
  • select the SAVE button
  • upload the mail into the appropriate eFolder in VBMS, and
  • take no further action.
Example:
Screenshot of Updating the tracked item RECEIVED field with the date of receipt of the evidence
4
Update the MANAGING EVIDENCE screen to reflect the mail VA received under the ADD UNSOLICITED tab.
 Examples:
Screenshot of Updating the MANAGING EVIDENCE screen with the evidence received
Screenshot of Updating the MANAGING EVIDENCE screen with the evidence received under the ADD UNSOLICITED tab
5
  • Add any new contentions by selecting ADD CONTENTIONS on the CONTENTIONS LIST tab
  • upload the mail into the appropriate eFolder in VBMS, and
  • take no further action.
Example:
Screenshot of Adding any new contentions by selecting ADD CONTENTIONS on the contentions screen
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 special operations contention.
6
Check VACOLS to determine whether an appeal is pending.
Does the mail pertain to a pending legacy appeal?
  • If yes,
    • update VBMS to reflect receipt of the mail, as outlined in Step 4
    • upload 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 relate to a claim VA already decided, and did VA receive the mail before it decided the claim?
  • If yes, establish an EP 930 in the appropriate claim system 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 930.
References:  For more information on
8
Is the appeal under the jurisdiction of BVA?
  • If yes, send the mail package to the re-route queue (a Super User will reassign the package to BVA in the CM portal).
  • If no, take no further action.
 
Reference:  For more information on processing CM, see the user manuals and other guides on the CM webpage.

6.  Routing Mail to Other Business Lines


Introduction

This topic provides information about routing mail to other business lines, including

Change Date

August 8, 2018

III.ii.1.E.6.a.  E-Mail and Mailing Addresses of Other Business Lines

When a user identifies mail for business lines to which the user cannot route mail in the CM portal, he/she
  • uses functionality within the portal to
    • download the mail, and
    • save it as a PDF file, and
  • e-mail (using appropriate encryption) the file 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 table below.
Business Line
Document E-Mail Address
Education Service
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
lives in
  • Colorado
  • Iowa
  • Illinois
  • Indiana
  • Kansas
  • 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
Insurance Service
Loan Guaranty Service
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:  Enter VR&E Misdirected Mail – RO [RO #] in the subject line of the e-mail.
Fiduciary Hub
Use the table in M21-1, Part III, Subpart v, 9.A.1.d, to determine the correct e-mail address.
Note:  Enter Fiduciary Misdirected Mail – RO [RO #] in the subject line of the e-mail.
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:  Enter SSD/Finance Activity Misdirected Mail – RO [RO#] in the subject line of the e-mail.
VHA
Handle mail received for a VHA facility in accordance with local policy.
NCA
Fax claims, such as a VA Form 40-1330Claim for Standard Government Headstone or Marker, and supporting documentation to 1-800-455-7143 or mail them to
Memorial Programs Service (41B)
Department of Veterans Affairs
5109 Russell Road
Quantico, VA 22134-3903.
Important:  When faxing more than one claim, fax each claim package (claim plus supporting documentation) individually (disconnect the call and redial for each submission).

III.ii.1.E.6.b.  VR&E E-Mail Addresses

The table below shows the e-mail address of the VR&E office at each RO.
RO Name
VR&E E-Mail Address
Albuquerque
Anchorage
Atlanta
Baltimore
Boise
Boston
Buffalo
Chicago
Cleveland
Columbia
Denver
Des Moines
Detroit
Fargo
Ft. Harrison
Hartford
Honolulu
Houston
Huntington
Indianapolis
Jackson
Lincoln
Little Rock
Los Angeles
Louisville
Manchester
Manila
Milwaukee
Montgomery
Muskogee
Nashville
New Orleans
New York
Newark
Oakland
Philadelphia
Phoenix
Pittsburgh
Portland
Providence
Reno
Roanoke
Salt Lake
San Diego
San Juan
Seattle
Sioux Falls
St. Louis
St. Paul
St. Petersburg
Togus
Waco
Washington
White River
Wichita
Wilmington
Winston Salem

III.ii.1.E.6.c.  SSD/Finance Activity E-Mail Addresses

The table below lists the e-mail address of the SSD/finance activity office at each RO.
RO Name
SSD/Finance Activity E-Mail Address
Albuquerque
Anchorage
Atlanta
Baltimore
Boise
Boston
Buffalo
Chicago
Cleveland
Columbia
Denver
Des Moines
Detroit
Fargo
Ft. Harrison
Hartford
Honolulu
Houston
Huntington
Indianapolis
Jackson
Lincoln
Little Rock
Los Angeles
Louisville
Manchester
Manila
Milwaukee
Montgomery
Muskogee
Nashville
New Orleans
New York
Newark
Oakland
Philadelphia
Phoenix
Pittsburgh
Portland
Providence
Reno
Roanoke
Salt Lake
San Diego
San Juan
Seattle
Sioux Falls
St. Louis
St. Paul
St. Petersburg
Togus
Waco
Washington
White River
Wichita
Wilmington
Winston Salem
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