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M21-1, Part III, Subpart ii, Chapter 3, Section C – System Updates

Overview

In This Section
This section contains the following:

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

Change Date
February 19, 2019

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
  • a signed statement from the claimant
  • telephone contact with the claimant, after identity has been verified following guidance in M27-1, Part I, 3.15
  • undeliverable mail with the United States Post Office (USPS) forwarding address sticker affixed to the envelope
  • other Department of Veterans Affairs (VA) forms that contain the information, and
  • claimant data
    • in the Veteran’s Information Solution (VIS) web application, and/or
    • provided by eBenefits or Vet360.
Important:
  • Verify the claimant does not have a fiduciary prior to making a change of address in the Veterans Benefits Management System (VBMS).  The FID CATEGORY box on the GENERAL INFORMATION tab in Share will showIncompetent if the claimant has a VA-appointed fiduciary.  For any claimant assigned a fiduciary do not
    • change the address
    • establish a direct deposit account, or
    • change a direct deposit account.
  • An address change request is to be sent to the Fiduciary Hub of jurisdiction via Veterans Assistance Inquiry (VAI).
Notes:
References:  For more information on

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
  • PROFILE, for a Veteran claimant, and
  • DEPENDENTS, for individual dependents.
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

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.
Step
Action
1
Open Share.
2
  • Select the CHANGE OF ADDRESS command and complete the following fields:
    • FILE NUMBER
    • BENEFIT TYPE, and
    • PAYEE NUMBER.
  • Select SUBMIT.
Example:
selecting change of address from the dropdown also depicts fields to update
3
Determine if the claimant’s address, direct deposit information, or both need to be updated.
If an update is needed for …
Then complete …
the address
Steps 4, 6, and 7.
the direct deposit information
Steps 5, 6, and 7
both
all remaining steps.
4

Enter or edit the new address by completing the following fields:

  • ADDRESS 1 (ADDRESS 2 and 3, if necessary)
  • CITY
  • STATE
  • ZIP CODE, and
  • DAY TIME and NIGHT TIME (phone numbers) if available.
Example:
 closeup of required fields to complete an address
Notes:
  • Share will prompt the user to change the city if the city and zip code do not match.
  • Enter the apartment or unit number, if one exists, in the ADDRESS 1 box.  Then enter the actual street address in the ADDRESS 2 box.
5
Enter or edit information in the DIRECT DEPOSIT fields.  The CHANGE radio button must be checked in order for the information to be saved.
  • If the claimant does not have direct deposit ensure the USE FOR PAYMENT ADDRESS radio button is checked, and
  • if the claimant has direct deposit ensure the USE FOR PAYMENT ADDRESS radio button is not checked.
Example:
closeup of routing and acct number fields to complete for direct deposit
6
Select UPDATE.
7
Update the evidence tab in VBMS for returned mail or address/direct deposit change by
  • entering the claims folder number in the search box
  • selecting the OPEN PROFILE button
  • selecting MANAGE EVIDENCE from the ACTIONS drop down menu
  • selecting UPDATE UNSOLICITED
  • entering the date of receipt as the earliest stamp date on the mail
  • typing Returned mail, Address change, or Direct deposit change(as applicable) in the DOCUMENT TYPE
  • selecting ADD EVIDENCE, and
  • selecting COMPLETE.
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.

III.ii.3.C.1.d.  Homeless Veteran Address Resources
Use the following resources when researching a homeless Veteran’s address:
Reference:  For more information on processing claims for homeless Veterans, see

2.  Change of Name Processing

Introduction
This topic contains information on changing a claimant’s name in the systems, including

Change Date
December 27, 2017

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

III.ii.3.C.2.b.Processing Name Changes
Follow the steps in the table below to change the Veteran or claimant’s name, once adequate evidence has been received.
Step
Action
1
Open Share.
2
  • Select the BIRLS (Beneficiary Identification and Records Locator Subsystem) UPDATE command and complete the following fields:
    • FILE NUMBER
    • FIRST NAME, and
    • LAST NAME.
  • Select SUBMIT.
Example:
dropdown of available processes showing BIRLS Update selection
3
Select the second tab labeled NAME on the BIRLS UPDATE screen.
 
Example:
closeup of fields required to complete a name change
4
Select the CHANGE (RETAINS OLD AND NEW NAME) radio button.
5
Enter the new name in the UPDATE NAME fields at the bottom of the screen.
6
Select UPDATE.
7
Upload the document to VBMS and add a permanent VBMS note.
Note:  Until the pension management centers fully transition to VBMS, substitute by adding notes to Modern Awards Processing-Development (MAP-D).

3.  Processing Third Party Information Requests

Introduction
This topic contains information on processing third party information requests, including

Change Date
May 23, 2017

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.

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:
  • the signature of the individual whose information is being released (Veteran, claimant, or beneficiary) and the date the form is signed
  • the name and claims folder number of the Veteran/claimant
  • the contact information (address, daytime or cell phone number, or e-mail address)
  • the type of information authorized for release
  • the length of time authorization is valid, if applicable
  • a security question and answer
  • the form date stamped by the VA
  • the form designates only one person or organization, and
  • if the individual whose information is being released has a court-ordered or VA-appointed fiduciary, the signature of the fiduciary.
Important:
  • For the purposes of this block, the term “Veteran” refers to the individual
    • with an established VA claims folder, and
    • upon whose service VA benefits have been established or requested.
  • The signature cannot be someone other than the individual whose information is being released, except in cases where the individual is incompetent.  When the individual is found incompetent, the VA Form 21-0845 must be signed by the court-ordered or VA-appointed fiduciary.
Note:  If the form does not contain substantially complete information required to authorize access
  • return it with a letter explaining
    • the reason for the return, and
    • the block(s) that must be completed, and
  • add a VBMS or MAP-D note stating VA Form 21-0845 returned on MM/DD/YY for completion.

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.
Step
Action
1
Open Share.
2
  • Select the CORPORATE FLASHES command on the left side of the screen
  • enter the claimant’s claims folder number in the FILE NUMBER OR SSN field, and
  • select SUBMIT.
3
Verify that Third Party Release flash is not shown in the top right field labeled SELECT RO FLASHES.
Note:  If the flash is already present
  • select CANCEL, and
  • proceed no further.
4
  • Scroll down on the left top box labeled AVAILABLE RO FLASHES and highlight THIRD PARTY RELEASE
  • select the right arrow between the two upper boxes to move the flash to the right
  • select submit to save the flash and Share will display Update Complete, and
  • Select OK to return to the READY screen.
Example:
selecting 3rd party release from dropdown menu of available RO flashes
5
Add the following VBMS or MAP-D note:
VA Form 21-0845, Authorization to Disclose Personal Information to a Third Party, received and of record in favor of:
[type the individual named in Block 10 here].
If the claimant selected a limited time frame for the authorization, also note
VA Form 21-0845 expires on [MM/DD/YYYY].
6
  • Upload the VA Form 21-0845 into the claimant’s electronic claims folder (eFolder), and
  • following confirmation of a successful upload, shred VA Form 21-0845.
References:  For more information on

4.  Handling POA Appointments

Introduction
This topic contains information on handling representative appointment forms, including

Change Date
March 25, 2019

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.

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.
If processing the POA appointment in a(n) …
Then …
paper format
endorse the form as limited.
electronic format
  • add a permanent note in VBMS or MAP-D indicating the limited appointment of representation, and
  • edit the document’s subject line to read Limited, after the document has been uploaded to the eFolder.
Reference:  For more information on changing the subject line of a document in an eFolder, see VBMS Job Aid – Editing Document Properties.

III.ii.3.C.4.c.  Acceptable Versions of VA Form 21-22
VA can accept older versions of VA Form 21-22 until depletion of existing stock in accordance with M21-1, Part III, Subpart ii, 1.C.8.a.  Follow the guidance in M21-1, Part III, Subpart ii, 3.C.4.g, for establishment of representation when an outdated version of the VA Form 21-22 is received.
Important:
  • Do not establish or change a claimant’s representation, unless the form is complete as described in M21-1, Part III, Subpart ii, 3.C.4.e.
  • Always accept older versions of forms submitted via the Stakeholder Enterprise Portal (SEP) and Veterans Online Application (VONAPP) Direct Connect (VDC).  The form versions included in Veterans Benefits Administration (VBA) applications for electronic submission may significantly lag behind the release of new form versions.
References:  For more information on

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:
  • check the form for compliance with the guidance in M21-1, Part I, 3.B.2.eregarding 38 U.S.C. 7332 and authorization for disclosure of protected records
  • check that the form is complete, as described in M21-1, Part III, Subpart ii, 3.C.4.e
  • process each copy of the properly completed and current form, and
  • update electronic systems to reflect the appointment.
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

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.
Form Type
Required Information
  • enough information to identify the Veteran/claimant
  • the name of the service organization
  • signature of the Veteran/claimant with a corresponding date of signature, and
  • signature of the representative acting on behalf of the service organization with a corresponding date of signature.
Note:  All forms received on or after April 22, 2013, require a VSO signature unless otherwise noted in this block.
Exceptions:
  • ROs are required to accept a VA Form 21-22 with or without the VSO’s signature if received between June 19, 2012 (the date the first revision of the form containing a VSO signature block was released to the public), and April 21, 2013 (the date the first revision of the form containing the VSO signature block was made available in SEP/VDC).
  • Due to a technical issue, VA Forms 21-22submitted through SEP/VDC between March 22, 2015, and May 3, 2015, do not show an electronic signature from the Veteran. The forms without an electronic signature from this period remain valid for VA purposes.
Reference:  For more information on requirements for establishment of POA through VDC/SEP, see M21-1, Part III, Subpart i, 4.B.1.c.
  • enough information to identify the Veteran/claimant
  • the name of the individual appointed as the Veteran/claimant’s representative
  • identification of the type of representation
    • attorney
    • agent
    • individual providing representation under38 CFR 14.630 (claimant and representative signatures and the address of the representative must be provided), or
    • service organization representative
  • signature of the Veteran/claimant with a corresponding date of signature, and
  • signature of the individual providing representation on a one time basis, representative of an accredited VSO, agent, or attorney with a corresponding date of signature.
References:  For more information on
  • representation by an individual to prepare, present, and prosecute one claim, see 38 CFR 14.630, and
  • requirements regarding who can sign on behalf of an individual deemed incompetent, minor, or otherwise incapacitated person without a guardian, see 38 CFR 14.631(a)(iii).
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
  • handling revoked or terminated representation, see M21-1, Part I, 3.A.6.c and e, and
  • signatures by an official representative of the VSO indicating acceptance of the claimant’s appointment, see 38 CFR 14.631.

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.
Step
Action
1
Open the electronic copy of the form.
2
Print the document, selecting Adobe PDF as the printer.
3
Open the document in Adobe Acrobat Pro.
4
Click the ADD TEXT function and click inside the box where the revocation reason and date is entered.
5
Type in the reason for revocation and the date it is being processed.
6
Save the document on your desktop.
7
Print a copy of the annotated form and send to the former representative.
8
Upload the annotated document to the eFolder with the following attributes:
In the document field …
Enter …
SUBJECT
Revoked.
CATEGORY – TYPE
the same type as the electronic form being revoked.
SOURCE
Veteran.
DATE OF RECEIPT
the same receipt date as the electronic form being revoked.
9
Add a note indicating which POA was revoked.
References:  For more information on

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
  • provide the current version of the form for completion, and
  • return the outdated form.
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.

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.
If the VSO is …
Then …
located in the same building as the RO
  • forward the form to the VSO for completion, and
  • check all necessary incomplete items on the form.
  • not located in the same building as the RO, and
  • there is an end product (EP) pending
  • return the form to the claimant with a letter, and
  • check all necessary incomplete items on the form in red ink.
  • not located in the same building as the RO, and
  • there is no EP pending
  • establish an EP 400 Correspondence
  • return the form to the claimant with a letter
  • check all necessary incomplete items on the form in red ink, and
  • clear the EP 400.
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.

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.
If the form is a …
Then …
  • enter in the Acknowledged block
    • the current date
    • your initials, and
  • as applicable, complete the Sent to block.
annotate with
  • the current date, and
  • Acknowledged.
upload the document from the CM portal to the eFolder.
Note:  Users may view the form electronically in VBMS.
paper original of either VA Form 21-22 or VA Form 21-22a
reverse file the form on the right flap of the claims folder.

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:
  • The documents uploaded from the CM portal are shown in VBMS.
  • The service organization is able to view the eFolder claims for Veterans or claimants they represent.
  • If a paper folder exists for Vocational Rehabilitation and Employment (VR&E), Education, Insurance, or Loan Guaranty, those business lines have access to VBMS and are able to print the form.

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.

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.
If …
Then update the POA and …
the form/letter indicates a claim for benefits administered by another business line
send the form/letter to the appropriate business line as indicated in M21-1, Part III, Subpart ii, 1.E.6.a.
there is no indication of a claim for benefits being submitted with the form/letter
associate the form/letter with the eFolder after the Veteran is established in the corporate record.

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.
If …
Then …
the submitted claim form contains the claimant’s signature
accept the submission as a valid claim.
the submitted claim form does notcontain the claimant’s signature
process the submission as a request for application under M21-1, Part III, Subpart ii, 2.C.3.a.
the RO subsequently receives an appointment form or letter dated on or before the submission of the claim in question
accept the submission as a valid claim.
Reference:  For information on POA authority to submit claims, see

5.  Updating Electronic Systems for POA

Introduction
This topic contains information on updating electronic systems for POA, including

Change Date
March 4, 2019

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:
  • VBMS, and
  • Veterans Appeals Control and Locator System (VACOLS) (if there is an active legacy appeal pending at the RO).
References:  For more information on

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:
  • Private attorneys accredited by VA and assigned a POA code will be listed under the VSO option, not Private.
  • Do not allow POA access to the Veteran’s eFolder if the claimant has not provided specific authorization to release all records protected by 38 U.S.C. 7332 (including cases where the claimant has provided a limited authorization).
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

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.

III.ii.3.C.5.d.  Actions to Take When the POA Code Cannot Be Found
If the POA was …
Then …
found
  • use POA code 099
  • add a VBMS or MAP-D note explaining the situation and actions taken, and
  • follow the procedure in M21-1, Part III, Subpart ii, 3.C.6 to have the POA added to the corporate database.
not found
  • add a VBMS or MAP-D note explaining why the POA could not be updated, and
  • forward the information to the Agent and Attorney Fee Coordinator (AAFC) for follow-up with the POA.  No further action is required.
Reference:  For more information on the AAFC’s responsibilities in handling non-accredited POA submissions, see

6.  POA Codes

Introduction
This topic contains information on the POA codes, including
Change Date
February 19, 2019

III.ii.3.C.6.a.Notes on POA Codes
  • POA codes are shown by the corporate record as either alphanumeric codes or by the name of the organization.  BIRLS shows the codes prefixed by a zero.
  • State VSO codes are based on the last two digits of the RO number.  Only one number is used when there is more than one RO to a state.
  • States not listed have no recognized VSO.
  • Private attorneys or agents submitting requests to represent a VA claimant must be verified as accredited by the Office of General Counsel (OGC), per 38 CFR 14.629.
Reference:  For a list of accredited VSOs, attorneys, and agents, see the OGC Accreditation Search.

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.
Stage
Description
1
Contact the YourIT service desk at YourIT@va.gov and include the
  • POA code
  • name of agent, attorney, or representative
  • role, such as
    • claims agent
    • an attorney, or
    • VSO representative
  • POA’s contact information (address, phone, fax, and e-mail), and
  • a request to route the ticket to the VBA CORP DA team for processing.
Important:  Curtsey copy the Compensation Service 215A staff corporate mailbox (VAVBAWAS/CO/215A) on the e-mail.
2
Update the claimant’s profile to include POA code 099 as a placeholder until the corporate database is updated.
Note:  YourIT will open a trouble ticket to track the issue.  When the POA code has been added to the corporate database, YourIT will notify the employee who submitted the request and close the ticket.
Reference:  For more information on updating POA in Share, seeM21-1, Part III, Subpart ii, 3.C.5.b.
3
The employee who receives notification from the YourIT service desk
  • contacts the station AAFC, and
  • informs the AAFC the corporate database now includes the new POA code.
4
Upon receiving the notification of a newly established POA code, the AAFC will
  • contact the individual attorney or agent to identify any other Veterans or claimants they represent
  • verify the validity of the other client’s VA Form 21-22a, and
  • update all records as necessary.
Note:  Historically, these individuals may have been assigned a 099 (no exclusive contact) or 066 (exclusive contact) code and will not automatically be displayed for the specific attorney in Share, VBMS, or SEP.

III.ii.3.C.6.c.  National Organization POA Codes Listed Alphabetically
The table below lists the POA codes for National VSOs alphabetically.
National Organization Name
POA Code
African American PTSD Association
091
American Ex-Prisoners of War, Inc.
065
American GI Forum, National Veterans Outreach Program
068
American Legion
074
American Red Cross
075
American Veterans/AMVETS
077
Armed Forces Services Corporation
078
Army and Navy Union, USA
079
Associates of Vietnam Veterans of America
100
Blinded Veterans Association
080
Catholic War Veterans of the U.S.A.
081
Disabled American Veterans
083
Fleet Reserve Association
085
Gold Star Wives of America, Inc.
012
Italian American War Veterans of the United States, Inc.
095
Jewish War Veterans of the United States
086
Legion of Valor of the United States of America, Inc.
087
Marine Corps League
088
Military Officers Association of America
A21
Military Order of the Purple Heart
089
National Amputation Foundation, Inc.
024
National Association for Black Veterans, Inc.
084
National Association of County Veterans Service Officers
064
National Veterans Legal Services Program
082
National Veterans Organization of America
094
Navy Mutual Aid Association
093
Non Commissioned Officers Association of the U.S.A.
062
Paralyzed Veterans of America, Inc.
071
Polish Legion of American Veterans, U.S.A.
003
Swords to Plowshares, Veterans Rights Organization, Inc.
043
The Retired Enlisted Association
007
The Veterans Assistance Foundation, Inc.
063
The Veterans of the Vietnam War, Inc. & The Veterans Coalition
4R4
United Spanish War Veterans of the United States
096
United Spinal Association, Inc.
090
Veterans of Foreign Wars of the United States
097
Veterans of World War I of the U.S.A., Inc.
098
Vietnam Era Veterans Association
029
Vietnam Veterans of America
070
The Wounded Warrior Project
00V

III.ii.3.C.6.d.  National Organization POA Codes Listed Numerically
The table below lists the POA codes for National organizations numerically.
POA Code 
National Organization Name 
A21
Military Officers Association of America
00V
The Wounded Warrior Project
007
The Retired Enlisted Association
012
Gold Star Wives of America, Inc.
024
National Amputation Foundation, Inc.
029
Vietnam Era Veterans Association
043
Swords to Plowshares, Veterans Rights Organization, Inc.
062
Non-commissioned Officers Association of the U.S.A.
064
National Association of County Veterans Service Officers
065
American Ex-Prisoners of War, Inc.
068
American GI Forum, National Veterans Outreach Program
070
Vietnam Veterans of America
071
Paralyzed Veterans of America, Inc.
074
American Legion
075
American Red Cross
077
American Veterans/AMVETS
078
Armed Forces Services Corporation
079
Army and Navy Union, USA
080
Blinded Veterans Association
081
Catholic War Veterans of the U.S.A.
082
National Veterans Legal Services Program
083
Disabled American Veterans
084
National Association for Black Veterans, Inc.
085
Fleet Reserve Association
086
Jewish War Veterans of the United States
087
Legion of Valor of the United States of America, Inc.
088
Marine Corps League
089
Military Order of the Purple Heart
090
United Spinal Association, Inc.
091
African American PTSD Association
093
Navy Mutual Aid Association
094
National Veterans Organization of America
095
Italian American War Veterans of the United States, Inc.
096
United Spanish War Veterans of the United States
097
Veterans of Foreign Wars of the United States
098
Veterans of World War I of the U.S.A., Inc.
100 Associates of Vietnam Veterans of America
4R4 The Veterans of the Vietnam War, Inc. & The Veterans Coalition

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.
State
 State Organization Name POA Code 
Alabama Department of Veterans Affairs 22
American Samoa Veterans Affairs Office 67
Arizona Veterans Service Commission 45
Arkansas Department of Veterans Affairs 50
California Department of Veterans Affairs 44
Colorado Division of Veterans Affairs 39
Connecticut Department of Veterans’ Affairs 8
Delaware Commission of Veterans Affairs 60
Florida Department of Veterans Affairs 17
Georgia Department of Veterans Service 16
Guam Office of Veterans Affairs 56
Hawaii Office of Veterans Services 59
Idaho Division of Veterans Services 47
Illinois Department of Veterans Affairs 28
Iowa Department of Veterans Affairs 33
Kansas Commission on Veterans Affairs 52
Kentucky Center for Veterans Affairs 27
Louisiana Department of Veterans’ Affairs 21
Maine Department of Veterans Services 2
Maryland Veterans’ Service Commission 13
Massachusetts Department of Veterans Service 4R3
Michigan Michigan Veterans Affairs Agency 8FE
Minnesota Department of Veterans Affairs 35
Mississippi Veterans Affairs Board 23
Missouri Veterans Commission 31
Montana Veterans Affairs Division 36
Nebraska Department of Veterans’ Affairs 34
Nevada Commission for Veterans Affairs 54
New Hampshire State Veterans Council 73
New Jersey Department of Military and Veterans’ Affairs 9
New Mexico Veterans’ Service Commission 40
New York Division of Veterans’ Affairs 6
Northern Mariana Islands Veterans Affairs Office 53
North Carolina Division of Veterans Affairs 18
North Dakota Department of Veterans Affairs 37
Ohio Department of Veterans Services 25
Oklahoma Department of Veterans Affairs 51
Oregon Department of Veterans’ Affairs 48
Pennsylvania Department of Military Affairs Bureau for Veterans Affairs 10
Puerto Rico Public Advocate for Veterans Affairs 55
Rhode Island Division of Veterans Affairs 4
South Carolina Division of Veterans Affairs 19
South Dakota Division of Veterans Affairs 38
Tennessee Department of Veterans’ Affairs 20
Texas Veterans Commission 49
Utah Office of Veterans Affairs 41
Vermont Veterans Affairs Section, Military Department 5
Virgin Islands Office of Veterans Affairs 32
Virginia Department of Veterans Affairs 14
Washington Department of Veterans Affairs 46
West Virginia Department of Veterans Assistance 15
Wisconsin Department of Veterans Affairs 30
Wyoming Wyoming Veterans Affairs Commission 869

III.ii.3.C.6.f.  State Organization POA Codes Listed Numerically
The table below lists the POA codes for State organizations numerically.
POA Code 
State 
State Organization Name 
002
Maine
Department of Veterans Services
004
Rhode Island
Division of Veterans Affairs
005
Vermont
Veterans Affairs Section, Military Department
006
New York
Division of Veterans’ Affairs
008
Connecticut
Department of Veterans’ Affairs
009
New Jersey
Department of Military and Veterans’ Affairs
010
Pennsylvania
Department of Military Affairs Bureau for Veterans Affairs
013
Maryland
Veterans’ Service Commission
014
Virginia
Department of Veterans Affairs
015
West Virginia
Department of Veterans Assistance
016
Georgia
Department of Veterans Service
017
Florida
Department of Veterans Affairs
018
North Carolina
Division of Veterans Affairs
019
South Carolina
Division of Veterans Affairs
020
Tennessee
Department of Veterans’ Affairs
021
Louisiana
Department of Veterans’ Affairs
022
Alabama
Department of Veterans Affairs
023
Mississippi
Veterans Affairs Board
025
Ohio
Department of Veterans Services
027
Kentucky
Center for Veterans Affairs
028
Illinois
Department of Veterans Affairs
030
Wisconsin
Department of Veterans Affairs
031
Missouri
Veterans Commission
032
Virgin Islands
Office of Veterans Affairs
033
Iowa
Department of Veterans Affairs
034
Nebraska
Department of Veterans’ Affairs
035
Minnesota
Department of Veterans Affairs
036
Montana
Veterans Affairs Division
037
North Dakota
Department of Veterans Affairs
038
South Dakota
Division of Veterans Affairs
039
Colorado
Division of Veterans Affairs
040
New Mexico
Veterans’ Service Commission
041
Utah
Office of Veterans Affairs
044
California
Department of Veterans Affairs
045
Arizona
Veterans Service Commission
046
Washington
Department of Veterans Affairs
047
Idaho
Division of Veterans Services
048
Oregon
Department of Veterans’ Affairs
049
Texas
Veterans Commission
050
Arkansas
Department of Veterans Affairs
051
Oklahoma
Department of Veterans Affairs
052
Kansas
Commission on Veterans Affairs
053
Northern Mariana Islands
Veterans Affairs Office
054
Nevada
Commission for Veterans Affairs
055
Puerto Rico
Public Advocate for Veterans Affairs
056
Guam
Office of Veterans Affairs
059
Hawaii
Office of Veterans Services
060
Delaware
Commission of Veterans Affairs
067
American Samoa
Veterans Affairs Office
073
New Hampshire
State Veterans Council
4R3 Massachusetts Department of Veterans Services
869
Wyoming
Wyoming Veterans Commission
8FE
Michigan
Michigan Veterans Affairs Agency

7.  Updating Military Service Information

Introduction

Change Date
February 19, 2019

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
  • a Y or D in the VADS (Veterans Assistance Discharge System) field of the BIRLS VET’S IDENTIFICATION DATA tab in Share, or
  • the claims processor
    • entering Y in the VERIFIED field, if using BIRLS, and
    • checking the SERVICE VERIFIED box in Participant Profile.
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:
  • Claims processors are responsible for ensuring that any unverified period of active duty is entered into VA systems as soon as VA is notified of the (unverified) period of active duty.  The service will be marked as verified after VA receives all information required to verify military service.
  • Each RO employee must check to ensure all periods of active service are updated and verified in the appropriate system(s) when undertaking any claim action.
  • All periods of active service must be updated and verified in the systems by the rating activity prior to completion of the rating decision.  Failure to do so will result in inaccurate or incomplete service displayed on the rating decision Codesheet.  However, the completion and authorization of a rating decision granting SC based on a period of active duty for training (ADT) or IADT is required before the service is considered active service.  Therefore, it is appropriate to enter the period of ADT or IADT into the systems after completion of the rating decision.
  • Service information in VA systems that has been verified through VADS but is proven to be incorrect by other credible evidence should be updated or replaced with the correct information, however applicable.
 Exceptions:
  • Claims worked by the pension management centers only requireverification of the period of service on which the claim is based.  The other periods of active service, if they exist, must be entered in VA systems but do not need to be verified to make a decision on the claim.  If it is uncertain what period of service on which the claim is based, then all periods of active service must be verified.
  • Specific procedures for updating VA systems to show service for
References:  For more information on

III.ii.3.C.7.b.  Information Required to Verify Military Service
To properly verify active military service, the following information must be available:
  • entered on date (EOD)
  • date of release from active duty (RAD)
  • branch of service
  • character of service, and
  • separation reason.
Note:  When available, include the claimant’s service number when entering service information in VA claims systems.
References:  For more information on

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.
If the Veteran has …
Then …
up to three periods of active military service
enter all periods of active military service in BIRLS.
more than three periods of active military service
  • enter three periods of active military service in BIRLS, and
  • enter any remaining periods of active military service in Participant Profile.
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

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.

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
  • a subsequent claim for SC based on a specific period of service is received, and
  • verification of the period of service is necessary to decide the claim, as discussed in M21-1, Part III, Subpart ii, 6.A.2.k.
When multiple periods of ADT or IADT are utilized to establish SC for a disability or death, the
  • rating activity will annotate the rating decisions to reflect the timespan of the periods of ADT and IADT upon which the grant of SC for disability or death is based, and
  • authorization activity will update only the initial period of ADT (normally, the period of initial military training) as active service in VA systems.
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

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.
  • In the BRANCH field, enter the actual branch of service such as Army Reserve or Air National Guard.
  • If the separation reason is not known or not indicated on the record of service, enter Unknown.
  • If the character of service is not known or not indicated in the record of service and the
    • evidence indicates the separation was an administrative separation, then follow the procedures at M21-1, Part III, Subpart v, 1.B.5.l to determine the appropriate character of service entry, or
    • separation was not an administrative separation, then enterUnknown in the CHARACTER field.
  • Choose the appropriate type of service in the SERVICE TYPE field.
Important:
  • Enter the first period of ADT if the claimant does not specify the period of service upon which the claim is based.
  • Do not enter a period of ADT or IADT into BIRLS as a period of verified active service.
  • These procedures apply only for claims in which there is no period of active service verifiable.
  • If VA grants any of the claimed issues, change the ADT and/or IADT to active service after the rating decision is complete, as discussed in M21-1, Part III, Subpart ii, 3.C.7.a and d.

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
  • multiple periods of Title 10 service, or
  • a single period of Title 10 service in which the injury or death occurred.
When multiple periods of Title 10 service are utilized to establish SC for a disability or death, the
  • rating activity will annotate the rating decisions to reflect the timespan of the periods of Title 10 service upon which the grant of SC for disability or death is based, and
  • authorization activity will update only the initial period of Title 10 service (normally, the period of initial military training) as active service in VA systems.
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.
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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