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M21-1, Part V, Subpart iv, Chapter 1 – Organization of the Pension Management Centers (PMCs)

Overview


In This Chapter

This chapter contains the following topics:
Topic
Topic Name
1
2
3

1.  Purpose of the PMCs


Change Date

February 19, 2019

V.iv.1.1.a.  Purpose of the PMCs

In January 2002, the Veterans Benefits Administration (VBA) consolidated pension work into three pension maintenance centers, now referred to pensionmanagement centers (PMCs), in order to
  • centralize processing of all running pension awards
  • achieve a more effective use of limited human resources
  • improve technical accuracy based on skills specialization and enhanced use of computer program edits, and
  • allow Veterans Service Centers (VSCs) to concentrate on compensation claims processing.
Beginning May 2008, further consolidation resulted in the following types of caims being processed by the PMCs:
  • original and new Veterans Pension
  • original and new Survivors Pension
  • service connection (SC) for the cause of death of a Veteran
  • new in-service death claims
  • Dependency and Indemnity Compensation (DIC)
  • burial benefits
  • accrued benefits, and
  • requests for substitution.
Note:  In general, PMCs have jurisdiction of accrued claims and requests for substitution.  However, all stand-alone accrued claims or requests for substitution (claims in which there is no associated claim for DIC or Survivors Pension) involving issues of SC for the Veteran should be worked by the VSC of jurisdiction.
Important:  The Philadelphia VSC has sole jurisdiction for all original claims of in-service death
Referencee:  For information on

2.  PMC Location and RO and PMC Alignment    


Introduction

This topic contains information on PMC location and RO and PMC alignment including,

Change Date

January 2, 2018

V.iv.1.2.a.  Location of the PMCs

The three PMCs are located in
  • Philadelphia, Pennsylvania
  • Milwaukee, Wisconsin, and
  • St. Paul, Minnesota.

V.iv.1.2.b.  Geographical Jurisdiction of the PMCs

Each PMC receives claims from the States and territories within its jurisdiction.  The table below lists the States and territories aligned with each PMC.
PMC Philadelphia (310)
PMC Milwaukee (330)
PMC St. Paul (335)
Connecticut
Alabama
Alaska
Delaware
Arkansas
American Samoa
District of Columbia
Illinois
Arizona
Florida
Indiana
California
Georgia
Kentucky
Colorado
Guam
Louisiana
Hawaii
Maine
Michigan
Idaho
Maryland
Mississippi
Iowa
Massachusetts
Missouri
Kansas
New Hampshire
Ohio
Minnesota
New Jersey
Tennessee
Montana
New York
Wisconsin
Nebraska
North Carolina
Nevada
Pennsylvania
New Mexico
Puerto Rico
North Dakota
Rhode Island
Oklahoma
South Carolina
Oregon
Vermont
South Dakota
Virginia
Texas
West Virginia
U.S. Virgin Islands
Utah
Washington
Wyoming
Reference:  For information on foreign jurisdictions, see

V.iv.1.2.c.  EP Jurisdiction of the PMCs

National Work Queue will route all end products (EPs) with a claim label with PMCprefixes to the PMC of jurisdiction, based on the geographic rules found in M21-1, Part V, Subpart iv, 1.2.b.
Examples:
EP 020 PMC – Reopened S/C Death
EP 600 PMC – Pension COLA Due Process

3.  PMC Team Structure and Work Processing  


Introduction

This topic contains information on PMC team structure and work processing, including

Change Date

February 19, 2019

V.iv.1.3.a.  IPC at PMCs

The Intake Processing Center (IPC) at the PMCs is primarily responsible for putting claims under EP control.  As a local option, the IPC may include claims processors who may handle cases that do not generally require a claims folder review.

V.iv.1.3.b.  General Processing Teams at PMCs

Work that is not retained by the IPC for processing is handled by claims processors on general processing teams.
General processing team responsibilities include, but are not limited to
  • initiating development, if needed, to resolve the issue
  • making claims ready for the rating activity, and
  • taking any necessary award action.
Examples of cases handled by general processing teams are
  • original or new claims for Veterans Pension
  • original or new claims for Survivors Pension, and
  • income-related EP 150 issues.

V.iv.1.3.c.  Rating and Legacy Appeals at 
PMCs

The consolidation of original pension, service-connected death, and legacy appeals workload in 2008 necessitated the inclusion of the rating activity and appeal activity at the PMCs.

V.iv.1.3.d.  HLRs at PMCs

Effective February 19, 2019, requests for a higher-level review (HLR) of decisions made by a PMC will be processed a PMC.  Unless requested by the claimant, the PMC that processes the HLR will be a different PMC from the PMC that adjudicated the decision in question.
The table below shows the HLR jurisdiction for PMCs.
PMC That Completed the Decsion in Question (Original and New Claims)
PMC To Complete HLR
Milwaukee PMC (330)
Philadelphia PMC (310)
St. Paul PMC (335)
Milwaukee PMC (330)
Philadelphia PMC (310)
St. Paul PMC (335)
Note:  Claimants can request a HLR be conducted by the PMC that issued the decision in question.  That request must be honored, unless there is good cause to deny, such as when the issue upon review requires specialized processing that is centralized to a certain location.
Reference:  For more information on who may conduct a HLR, see 38 CFR 3.2601(e)

V.iv.1.3.e.  PCT and QRT at PMCs

As a local option, a PMC may establish a Public Contact Team (PCT) to handle public contact-related work.
PMCs must establish a Quality Review Team (QRT) to
  • coordinate division training
  • perform quality reviews, and/or
  • identify and address error trends.

V.iv.1.3.f. Imaging Documents for LCM

Documents and forms which are generated or received in connection with PMC claims processing will be imaged for inclusion in the Legacy Content Manager (LCM) electronic claims folders (eFolders).

Documents and forms which will be imaged include, but are not limited to

  • evidence received from the claimant
  • evidence received from a third party
  • prints from the Share system
  • evidence/prints from other Department of Veterans Affairs (VA) systems such as:
    • Personnel Information Exchange System
    • Control of Veterans Records, and/or
    • Compensation and Pension Record Interchange
  • Personal Computer Generated Letters letters, and
  • internal VA Forms, Memorandums, Administrative Decisions, and/orcalculations used to determine eligibility for VA benefits.
Note:  If a document has been created electronically and is available for access, it should be inserted electronically into the eFolder.
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1-2-18_Key-Changes_M21-1V_iv_1-1.docx May 20, 2019 50 KB
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Historical_M21-1MRV_iv_1_06-11-15.doc May 20, 2019 90 KB
Change-July-25-2015-Transmittal-Sheet-M21-1MRV_iv_1_TS.docx May 20, 2019 39 KB
Change-June-11-2015-Transmittal-Sheet-M21-1MRV_iv_1_TS.docx May 20, 2019 40 KB
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