Overview
In This Section |
This section contains the following:
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1. Updating Contact Information and Direct Deposit Processing
Introduction |
This topic covers changing the claimant’s contact or direct deposit information in Share or the Veterans Benefits Management System (VBMS), including
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Change Date |
February 19, 2019
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III.ii.3.C.1.a. Receiving Notice of a Change ofContact Information or Direct Deposit |
Change of contact information or direct deposit notification may come in multiple formats including
Important:
Notes:
References: For more information on
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III.ii.3.C.1.b. UpdatingContact Information in VBMS |
Changes to contact information should be made in VBMS when possible. Contact information updates can be performed outside of claims establishment by clicking the VETERAN drop-down menu and selecting
Note: The Veterans Service Network (VETSNET) Financial Accounting System (FAS) allows VA to prevent fraudulent mailing or payment address updates for beneficiaries who have been repeated targets of such incidents. Employees will receive an error message when attempting to update a profile of a beneficiary that has been the target of a confirmed incident. Follow the instructions in the message to complete the necessary update.
References: For more information on
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III.ii.3.C.1.c.UpdatingContact and/or Direct Deposit Information in Share |
Share allows a user to update the claimant’s contact and/or direct deposit information when VA receives notice as described in M21-1, Part III, Subpart ii, 3.C.1.a. Follow the steps in the table below when an update to information in VA systems is required.
Note: The VETSNET FAS allows VA to prevent fraudulent mailing or payment address updates for beneficiaries who have been repeated targets of such incidents. Employees will receive an error message when attempting to update a profile of a beneficiary that has been the target of a confirmed incident. Follow the instructions in the message to complete the necessary update.
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2. Change of Name Processing
Introduction |
This topic contains information on changing a claimant’s name in the systems, including
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Change Date |
December 27, 2017
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III.ii.3.C.2.a. Evidence Required for Name Changes |
Unless otherwise noted in M21-1, Part III, Subpart iii, 8.1.b, VA requires the claimant or appointed VSO, agent, or attorney representing the claimant to submit a signed request and sufficient evidence of a legal name change before the claimant’s name can be changed in VA systems.
Exception: A signed request and evidence is not required when VA is correcting a clerical mistake made by an employee when entering information into VA systems.
References: For more information on
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3. Processing Third Party Information Requests
Introduction |
This topic contains information on processing third party information requests, including
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Change Date |
May 23, 2017
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III.ii.3.C.3.a. Use of VA Form 21-0845 |
VA Form 21-0845, Authorization to Disclose Personal Information to a Third Party, allows the National Call Centers and regional offices (ROs) to release specified information normally protected under privacy provisions to family members or other designated persons who are not POAs, agents, or fiduciaries.
Note: A Veteran may only designate one person or one organization on the form. In addition, only one form may be valid at a time.
Reference: For more information on third party release of information, see theM27-1, Part I, Chapter 7.6.
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III.ii.3.C.3.b. VA Form 21-0845 Required Criteria Checklist |
To be valid, the VA Form 21-0845 must contain or meet the following criteria to be considered substantially complete:
Important:
Note: If the form does not contain substantially complete information required to authorize access
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III.ii.3.C.3.c. Updating Systems for Third Party Disclosure |
Once the VA Form 21-0845 is deemed acceptable, follow the steps in the table below to update systems for third party information disclosure.
References: For more information on
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4. Handling POA Appointments
Introduction |
This topic contains information on handling representative appointment forms, including
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Change Date |
March 25, 2019
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III.ii.3.C.4.a. When to Process POA Appointment Forms |
Process representative appointment forms as soon as they are received from the claimant.
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III.ii.3.C.4.b. Endorsing a POA Appointment Form as Limited |
The appointment of a POA is considered limited to the claimant only, when a claimant other than the Veteran, such as a surviving spouse/relative or apportionee, appoints a representative. Limited representation must be clearly noted in order to avoid erroneous referral of the Veteran’s claims folder to the claimant’s representative.
Use the table below to clearly identify limited appointments.
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III.ii.3.C.4.c. Acceptable Versions of VA Form 21-22 |
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III.ii.3.C.4.d. Reviewing a Submitted VA Form 21-22 or VA Form 21-22a |
Take the following actions when reviewing a VA Form 21-22 or VA Form 21-22a:
Note: A VA Form 21-22 received as part of an Integrated Disability Evaluation System (IDES) claim must have the word Veteran replaced with Service Member in Block 1.
References: For more information on
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III.ii.3.C.4.e. What Constitutes a Complete VA Form 21-22 or VA Form 21-22a |
Use the table below to determine whether the VA Form 21-22 or VA Form 21-22ais complete.
Important: Completion of Block 3B of VA Form 21-22 is optional. If completed, there is no need to verify that the specific representative listed in Block 3B is accredited. This form documents the appointment of the entire service organization listed in Block 3A and does not limit action to a specific representative within the organization.
Note: Upon the death of the beneficiary, other than processing the notice of death, no additional field action is needed regarding the POA termination.
References: For more information on
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III.ii.3.C.4.f. Requests to Revoke or Change POA |
Take the following actions when a request to revoke POA is received or a new POA is appointed:
The paper form should be annotated with the reason for revocation and the date the revocation is being processed. Photocopy the annotated form and provide the copy to the former representative.
The electronic copy of VA Form 21-22 or VA Form 21-22a must be edited to show that the POA status has been revoked. Follow the steps in the table below to properly annotate and identify the revoked form in the eFolder.
References: For more information on
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III.ii.3.C.4.g. Handling an Outdated VA Form 21-22 or VA Form 21-22a |
Send a development letter requesting completion of the current version of the VA Form 21-22 or VA Form 21-22a, when a claimant submits an outdated version of the form. With the letter
Important: If the outdated form was received in the CM portal, print a copy of the form, create the development letter, and associate a copy of the development letter and the mail with the eFolder.
Reference: For more information on handling outdated forms, see M21-1, Part III, Subpart ii, 1.C.8.
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III.ii.3.C.4.h. Handling an Incomplete VA Form 21-22 or VA Form 21-22a |
Use the procedure below if VA Form 21-22 or VA Form 21-22a is incomplete.
Important: If the incomplete form was received in the CM portal, print a copy of the form, take the appropriate action identified in the table above, then associate the mail with the eFolder.
Note: The VBMS development action Form incomplete – Items checked in red needed,” can be found under the category GENERAL.
Reference: For more information on VBMS development actions, see the VBMS Core User Guide.
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III.ii.3.C.4.i. Acknowledging Receipt of VA Form 21-22 or VA Form 21-22a With Paper Claims Folders |
The current versions of VA Form 21-22 or VA Form 21-22 no longer have multiple copies to be acknowledged and sent to the POA or representative.
To acknowledge receipt of these forms for claimants with paper claims folders use the below table.
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III.ii.3.C.4.j. Acknowledging Receipt of VA Form 21-22 or VA Form 21-22a With eFolders |
The current versions of VA Form 21-22 or VA Form 21-22a no longer have multiple copies to be acknowledged and sent to the POA or representative.
Upload the form from the CM portal to the eFolder. No further action to acknowledge receipt of the form is required.
Notes:
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III.ii.3.C.4.k. Unclear Declaration |
If a private attorney’s declaration of representation is unclear whether it is limited to a certain claim/appeal or unlimited, write to the attorney and ask for clarification. Reverse-file any such clarification in the claims folder, or upload to the eFolder, whichever is applicable.
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III.ii.3.C.4.l. Handling Appointment Forms/Letters When There Is No Record of a Claims Folder |
Use the table below to handle the receipt of VA Form 21-22, VA Form 21-22a, or the appointment letter when there is no record of a claims folder or a pending claim.
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III.ii.3.C.4.m. Processing Claims From a POA Without Appointment Forms/Letters |
For a POA to be authorized to submit claims on behalf of a claimant, there must be an appointment form or letter executed at the time of claim submission. A claim filed by an accredited representative of a VSO, agent, non-licensed individual, or attorney prior to the completion of the necessary VA Form 21-22, VA Form 21-22a, or appointment letter is invalid and has no legal effect.
Use the table below to determine how to process claim submissions from a POA when the required appointment form/letter is not of record.
Reference: For information on POA authority to submit claims, see
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5. Updating Electronic Systems for POA
Introduction |
This topic contains information on updating electronic systems for POA, including
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Change Date |
March 4, 2019
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III.ii.3.C.5.a. Required System Updates for Changes in POA Appointments |
The following system updates are required when a claimant appoints a new representative or revokes a current representative:
References: For more information on
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III.ii.3.C.5.b. Updating the POA and POA Permissions in VBMS |
Use VBMS to reflect the appointment of a POA, as well as the POA’s permission to change a claimant’s address and/or access to a Veteran’s eFolder.
Navigate to the Veteran’s profile and access the POA screen from the VETERAN drop-down menu. Click the EDIT GENERAL POA button and make the appropriate selections.
Important:
Exception: When the POA is appointed to assist the claimant on a specific claim (limited representation), open the specific EP from the CLAIMS drop-down menu and click EDIT CLAIM DETAILS. Select the POA code and update the POA’s authority to change the claimant’s address and/or access the Veteran’s claim folder (as appropriate).
References: For more information on
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III.ii.3.C.5.c. Handling Preexisting Representative Relationships |
When a claimant files a limited declaration of representation with respect to a particular claim or claims, continue any preexisting representative relationship with a VSO, agent, or other licensed attorney with respect to all other claims unless specifically revoked by the claimant.
Note: Update the EP in VBMS to reflect the limited representation by adding the limited representative’s POA code to the EP(s) for the particular claim(s) covered by the declaration of representation, as indicated in M21-1, Part III, Subpart ii, 3.C.5.b.
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III.ii.3.C.5.d. Actions to Take When the POA Code Cannot Be Found |
Locate the POA using the Office of General Counsel (OGC) Accreditation Search.
Reference: For more information on the AAFC’s responsibilities in handling non-accredited POA submissions, see
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6. POA Codes
Introduction |
This topic contains information on the POA codes, including
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Change Date
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February 19, 2019
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III.ii.3.C.6.a.Notes on POA Codes |
Reference: For a list of accredited VSOs, attorneys, and agents, see the OGC Accreditation Search.
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III.ii.3.C.6.b. Adding POA Codes to Corporate |
The YourIT service desk is responsible for adding new POA codes to the corporate database. This occurs when a POA is not located in corporate but is found in theOGC Accreditation Search.
Follow the procedures in the table below to have the POA added to the corporate database.
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III.ii.3.C.6.c. National Organization POA Codes Listed Alphabetically |
The table below lists the POA codes for National VSOs alphabetically.
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III.ii.3.C.6.d. National Organization POA Codes Listed Numerically |
The table below lists the POA codes for National organizations numerically.
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III.ii.3.C.6.e. State Organization POA Codes Listed Alphabetically |
The table below lists the POA codes for State organizations alphabetically by State.
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III.ii.3.C.6.f. State Organization POA Codes Listed Numerically |
The table below lists the POA codes for State organizations numerically.
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7. Updating Military Service Information
Introduction |
This topic contains information on updating military service information, including |
Change Date |
February 19, 2019
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III.ii.3.C.7.a. Military Service Verification |
All periods of active service must be verified and updated in VA systems. Verified service is shown by
In some situations, service connection (SC) is awarded for a death, disease, or injury incurred or aggravated during a period of duty other than full-time active duty in the Armed Forces. In these situations, the period of duty during which the death, disease, or injury occurred is considered active military service for VA compensation purposes.
Example: SC may be awarded for an injury incurred in the line of duty during inactive duty for training (IADT). Once it is determined that SC is in order for that injury, the period of IADT is considered active military service for VA compensation purposes.
Important:
Exceptions:
References: For more information on
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III.ii.3.C.7.b. Information Required to Verify Military Service |
To properly verify active military service, the following information must be available:
Note: When available, include the claimant’s service number when entering service information in VA claims systems.
References: For more information on
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III.ii.3.C.7.c. Updating Multiple Periods of Active Military Service |
Use the table below to determine which system(s) to use when updating multiple periods of active military service.
Important: Service information entered into Participant Profile will only update the Veteran’s corporate record. Changes made in Participant Profile will notautomatically update the information shown in BIRLS. Users should check both systems to ensure the Veteran’s military service is complete.
Reference: For more information on updating military service in
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III.ii.3.C.7.d. Updating VA Systems for Active Service Based on a Single Day of ADT or IADT |
When SC for disability or death has been established based on a single day of ADT or IADT, the authorization activity will update BIRLS and Participant Profile to reflect that the period of service identified by the rating activity is active service.
Note: The corporate record will not allow entry of the same date as both EOD and RAD. The rating activity will utilize the day following as the end date of service but clearly annotate VA Form 21-6789, Deferred Rating Decision, (as directed inM21-1, Part III, Subpart ii, 6.A.2.k) to reflect that the service was actually only one single day of service.
Reference: For more information on rating activity documentation of the period of ADT/IADT upon which a grant of SC is based, see M21-1, Part III, Subpart ii, 6.A.2.
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III.ii.3.C.7.e. Updating VA Systems for Active Service Based on Multiple Periods of ADT or IADT |
In circumstances where a claimed disability or death arises as a result of injuries, diseases, or covered conditions incurred in or aggravated during multiple periods of ADT or IADT, only the specific periods of ADT or IADT are considered active service.
Example: SC is warranted for hearing loss based on noise exposure sustained during a claimant’s 20-year career in the Reserves. The entire 20-year span is not considered active service. Rather, only the individual periods of ADT and or IADT during which the noise exposure (which is the conceded in-service injury in these situations) occurred are considered active service.
For certain situations, such as claims for hearing loss granted based on multiple periods of ADT or IADT, VA systems may not have the capacity to accept entry of all individual periods of service. Additionally, if the injury, such as acoustic trauma, is being conceded based on the entire span of the ADT and IADT, specific verification of each period of ADT or IADT is not necessary unless
When multiple periods of ADT or IADT are utilized to establish SC for a disability or death, the
Exception: If the periods of service are concurrent with the receipt of VA benefits and the Veteran’s eligibility to benefits is impacted, then all periods impacting payment of benefits must be verified and entered into appropriate VA systems.
References: For more information on
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III.ii.3.C.7.f. Updating VA Systems for Claims When ADT or IADT Is the Only Service |
When a Veteran with only ADT and/or IADT service submits a claim for compensation, enter the period(s) of ADT and/or IADT upon which the claim is based as verified service in Participant Profile.
Important:
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III.ii.3.C.7.g. Updating VA Systems For Active Service Based on Multiple Title 10 Activations of Seven Days or Less |
Veterans may be activated multiple times under 10.U.S.C for periods of seven days or less during their career. VA systems may not have the capacity to accept entry of all individual periods of service.
Claims processors are only required to enter the latest period of service that is seven days or less unless SC is granted based on
When multiple periods of Title 10 service are utilized to establish SC for a disability or death, the
Reference: For more information on updating periods of active service in appropriate VA systems, see M21-1, Part III, Subpart ii, 3.C.7.a and c.
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Historical_M21-1III_ii_3_SecC_2-11-16.docx | May 11, 2019 | 624 KB |
Historical_M21-1III_ii_3_SecC_3-17-16.docx | May 11, 2019 | 607 KB |
Historical_M21-1III_ii_3_SecC_2-19-19.docx | May 11, 2019 | 408 KB |
11-10-16_Key_Changes-M21-1III_ii_3_SecC.docx | May 11, 2019 | 600 KB |
12-27-17_Key-Changes_M21-1III_ii_3_SecC.docx | May 11, 2019 | 483 KB |
3-17-16_Key-Changes_M21-1III_ii_3_SecC.docx | May 11, 2019 | 607 KB |
3-25-19_Key-Changes_M21-1III_ii_3_SecC.docx | May 11, 2019 | 374 KB |
2-19-19_Key-Changes_M21-1III_ii_3_SecC.docx | May 11, 2019 | 470 KB |
2-7-17_Key-Changes_M21-1III_ii_3_SecC.docx | May 11, 2019 | 488 KB |
3-4-19_Key-Changes_M21-1III_ii_3_SecC.docx | May 11, 2019 | 374 KB |
4-25-16_Key-Changes_M211III_ii_3_SecC.docx | May 11, 2019 | 582 KB |
Change-July-11-2015-Transmittal-Sheet-M21-1MRIII_ii_3_SecC_TS.docx | May 11, 2019 | 40 KB |
in Chapter 3 System Updates, Part III General Claims Process, Subpart ii Initial Screening and Determining Veteran Status
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