Overview
In This Section |
This section contains the following topics:
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1. Requests for Records Held by NPRC That Require Priority Handling
Introduction |
This topic contains information about requests for records held by NPRC that require priority handling, including
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Change Date |
April 1, 2019 |
III.iii.2.I.1.a. Priority Processing of Requests for Records Held by NPRC in FDCs and Claims Pending Greater Than One Year |
Priority handling of requests for records at the National Personnel Records Center (NPRC) is necessary for fully developed claims (FDCs) and claims for benefits that have been pending for more than one year.
Follow the procedures in the table below for processing requests for records and any necessary follow-up requests.
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III.iii.2.I.1.b. Priority Processing of Requests for Records Held by NPRC in Other Circumstances |
Priority handling of requests for records at NPRC is occasionally necessary under other circumstances.
Claims processors may submit priority PIES requests after obtaining authorization from the Department of Veterans Affairs (VA) Liaison Office (VALO) by sending an e-mail, tagged with High Importance, containing the Veteran’s identification information required to request records.
The table below indicates the mailbox to which claims processors must send the authorization request and any necessary follow-up requests.
Important:
References: For more information on
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2. Checking the Status of a Request for STRs Previously Stored at RMC or from the Coast Guard
Introduction |
This topic contains general information on checking the status of requests for STRs, including checking the status of a request for
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Change Date |
March 7, 2019
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III.iii.2.I.2.a. Checking the Status of a Request for STRs Previously Stored at RMC |
Check the scanning status of service treatment records (STRs) previously stored at the Records Management Center (RMC) using the RMC Source Material Tracking System (SMTS) Portal.
Important: Claims processors must follow the steps in the table below if VA is awaiting the scanning/upload of STRs that were extracted from RMC.
Note: Consider the following message a negative reply for records: “File not found.” Save a screenshot of the message and associate it with the claims folder.
References: For more information on
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III.iii.2.I.2.b. Checking the Status of a Request for Coast Guard STRs via HAIMS |
Follow the table below when a Coast Guard service member’s STRs are not received within 45 days from the interface between VBMS and Healthcare Artifacts and Image Management Solution (HAIMS).
Note: When a regional office (RO) submits a proper PIES request, the VALO Guard/Reserve Team (GR5) contacts the Coast Guard for the STRs.
Reference: For more information on locating and obtaining Coast Guard service records, see M21-1, Part III, Subpart iii, 2.B.9.
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3. Following up on Requests for Records Submitted Though PIES
Introduction |
This topic contains general information on requests for records submitted through PIES, including
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Change Date |
March 7, 2019
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III.iii.2.I.3.a. Following Up on PIES Requests for Records Held by NPRC |
Except as noted in M21-1, Part III, Subpart iii, 2.I.3.c and d, users may determine the status of any requests they previously submitted for records held by NPRC(PIES address code 13) by viewing the status codes that PIES displays for each request. Once the VALO at NPRC responds to a request, the overall status of that request changes to CO (closed out).
Because users can readily determine the status of requests they submit for records held by NPRC, follow-up action is unnecessary until the request has
Follow up on this type of request by
Exceptions: When following up on PIES requests for records
Reference: For more information on PIES
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III.iii.2.I.3.b.Following Up on PIES Requests for Records Held by the National Guard or Reserves |
When a request for service records presumed to be held by a National Guard or Reserve unit has been submitted to PIES address code 7, users may determine the status of the request by viewing the PIES status codes.
Send a final notification letter to the Veteran when the branch-of-service status code is PL (Pending – submit development letter to Veteran), which indicates that 60 days have lapsed with no indication of the location of the records. The status code should be considered a negative response to the request. No additional action should be taken in PIES, as the RO will be notified if the records are located at a later date.
Note: Send a follow-up email to the VAVBASTL/RMC/NGRESERVES mailbox if an internal message has been displayed for more than 30 days. Additional e-mails are not required after sending the initial follow-up.
References: For more information about
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III.iii.2.I.3.c. Following up on PIES Requests for Records Held by Military Pay Centers |
Military pay centers are unable to post a response to requests in PIES, therefore the status of the request cannot be monitored electronically through PIES.
Take the actions in the table below when the information requested has not been provided by the end of the 30-day response period. Once the information is obtained, no further steps need to be completed.
References: For more information on obtaining
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III.iii.2.I.3.d. Following up on PIES Requests for Personnel Records Held by the Coast Guard PSC |
The Coast Guard Personnel Service Center (PSC) is unable to post a response to requests in PIES, therefore the status of the request cannot be monitored electronically through PIES.
When the information requested from address code 51 has not been provided by the end of the 30-day response period, send a fax to (202) 372-8440. The faxed request should contain
Important: Send an unencrypted e-mail to Mary.G.Yates@uscg.mil to coordinate a phone call to discuss case-specific details and complete the follow-up request when fax attempts are unsuccessful. Document the conversation on VA Form 27-0820, Report of General Information.
Notes:
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III.iii.2.I.3.e. Handling Incomplete or Inaccurate Responses to PIES Requests for Records Held by NPRC |
Send an e-mail to VAVBASTL/RMC/ERROR if
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4. Requests for Records Through DPRIS
Introduction |
This topic contains general information on requests for records through DPRIS, including
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Change Date |
June 13, 2018
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III.iii.2.I.4.a. Requesting Service Personnel Records Through DPRIS |
Service personnel records of Veterans who were discharged, having no further service obligation, on or after the dates shown below relative to their individual branches of service are available only through the Defense Personnel Records Information Retrieval System (DPRIS):
DPRIS pulls electronic copies of service personnel records from image repositories based on information (such as the Veteran’s name, SSN, and branch of service) a user enters when submitting a request for records through this system. Any erroneous information a user enters may prevent DPRIS from locating the records he/she requests.
Notes:
Reference: For information about using DPRIS, see the DPRIS User Guide.
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III.iii.2.I.4.b. Providing Specific Information in JSRRC Requests |
Requests to the Joint Services Records Research Center (JSRRC) for verification of in-service stressors or exposures are submitted through DPRIS. Military records are organized by units, and further organized by date. Therefore, JSRRC must know the unit designation down to the lowest possible level and most specific date(s) of the incidents.
To assist JSRRC in conducting optimal research, in addition to the required 60-day research window
Notes:
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III.iii.2.I.4.d. Following Up on Requests Submitted Through DPRIS |
Because DPRIS typically provides responses to requests within one hour, there is no need to follow up on the status of a DPRIS request.
Users should submit a follow-up message to a service department action officer through DPRIS only upon receipt of a response that does not contain the record(s) they requested.
Exceptions: Users cannot submit follow-up messages through DPRIS to
Important: Before sending a follow-up message to an action officer, carefully review the original request to ensure it was valid, complete, and routed to the correct service department. If it was not, submit a new request.
References: For information about submitting follow-up messages to
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III.iii.2.I.4.e. Following Up on DPRIS Requests for Army Records |
If it becomes necessary to follow up on a DPRIS request for Army records, send anunencrypted e-mail to the Army Human Resources Command (HRC) ataskhrc.army@us.army.mil and associate a copy of the e-mail with the claims folder. (Because the e-mail is unencrypted, users must not include personally identifiable information in the subject line of the e-mail.)
The e-mail to HRC must contain the following information:
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III.iii.2.I.4.f. Following Up on DPRIS Requests to the JSRRC |
Although JSRRC researches Federal records to respond to VA’s requests, VA doesnot recognize JSRRC as a Federal records custodian for the purpose of this section. Accordingly, the response periods for initial and follow-up requests that are referenced in M21-1, Part III, Subpart iii, 1.C.1.b do not apply to requests VA submits to JSRRC.
Note: Claims processors may e-mail follow-up requests toVAVBAWAS/CO/JSRRC every 60 days.
Reference: For more information about submitting requests for corroboration of an in-service stressor to JSRRC, see M21-1, Part IV, Subpart ii, 1.D.4.
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5. General Information on the Position of MRS
Introduction |
This topic contains general information on the position of MRS, including
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Change Date |
November 1, 2017
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III.iii.2.I.5.a. Assignment of and Qualifications for an MRS |
Each RO must designate an employee to serve as Military Records Specialist (MRS).
The designated employee must
Important:
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III.iii.2.I.5.b. Duties of an MRS |
An MRS
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III.iii.2.I.5.c. RMC Responsibility for Maintaining a List of MRSs |
VA’s RMC maintains a list of MRSs and their alternates.
E-mail notification of any change in personnel assigned as an MRS or alternate to the following electronic mailbox: VAVBASTL/RMC/DIR.
If e-mail is not available, mail notification of changes to
Director (00)
VA Records Management Center PO Box 5020 St Louis, MO 63115-0020 DO NOT OPEN IN MAILROOM
Reference: For more information about the RO MRS corporate mailbox, see M21-1, Part III, Subpart iii, 2.I.5.d.
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III.iii.2.I.5.d. Electronic Mailboxes for MRSs |
Each RO must maintain an electronic mailbox to which its MRSs and their alternates have access. The mailbox will be used by
Note: ROs must e-mail notification of any changes to the name of the electronic mailbox to the PIES Help Desk (VAVBAWAS/CO/PIES).
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6. Contact With Separation Points
Change Date |
March 7, 2019 |
III.iii.2.I.6.a. When an MRS Should Request Assistance to Contact a Separation Point |
In some instances, a record center may report the separation point never sent the records VA is seeking.
When this occurs, and the Veteran has been out of service more than 60 days, the MRS should contact the VALO for assistance by sending a PIES request under request code O99 to address code 7. The PIES request should
The VALO will contact the separation point and obtain the records or a statement that the records are not in the possession of the service department.
Important: The MRS must add the Specialized Records Review special issue indicator to a contention on the corresponding end product (EP) when contacting VALO for assistance.
Reference: For information on service record migration, see M21-1, Part III, Subpart iii, 2.B.
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7. MRS Requests for Assistance from Compensation Service
Introduction |
This topic contains information on MRS requests for assistance from Compensation Service in obtaining service records, including
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Change Date |
March 7, 2019 |
III.iii.2.I.7.a. When to Contact the PIES Help Desk |
MRSs may contact Compensation Service’s PIES Help Desk via e-mail atVAVBAWAS/CO/PIES for assistance if
Examples:
Important: The MRS must add the Specialized Records Review special issue indicator to a contention on the corresponding EP when contacting the Compensation Service PIES Help Desk for assistance.
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III.iii.2.I.7.b.Information the PIES Help Desk Might Need From an MRS |
When an MRS requests assistance from Compensation Service, the PIES Help Desk might ask him/her to furnish – preferably by e-mail – a complete history of the attempts made to obtain a Veteran’s records, to include the
Note: The MRS should also be prepared to mail or fax copies of all PIES requests/responses and VA Forms 27-0820 that document telephone contacts made in connection with the search for the Veteran’s records. Do not send this documentation unless the PIES Help Desk specifically requests it.
Important: The MRS must add the Specialized Records Review special issue indicator to a contention on the corresponding EP when contacting the Compensation Service PIES Help Desk for assistance.
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4-21-17_Key-Changes_M21-1III_iii_2_SecI.doc | May 12, 2019 | 205 KB |
2-14-17_Key-Changes_M21-1III_iii_2_SecI-1.docx | May 12, 2019 | 74 KB |
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Change-July-23-2015-Transmittal-Sheet-M21-1III_iii_2_SecI_TS.docx | May 12, 2019 | 40 KB |
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Change-June-18-2015-Transmittal-Sheet-M21-1MRIII_iii_2_SecI_TS.docx | May 12, 2019 | 42 KB |
in Chapter 2 Developing for Service Records, Part III General Claims Process, Subpart iii General Development and Dependency Issues
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