03/26/2020
New update on appeals.
Veterans Benefits Administration (VBA) COVID-19 Updates Updated March 25, 2020
VBA is committed to ensuring the health and safety of employees and visitors during the unique circumstances of the global COVID-19 impact, while also maintaining operations. VBA benefits and services provided to Veterans, families, and survivors will continue to be delivered for the duration of the COVID-19 impacts. Effects of COVID-19 vary by geographical location. Regional Offices (RO) are following the guidelines set forth by the Office of Management and Budget, the Office of Personnel Management, and other federal guidance, and may utilize telework flexibilities as a result. ROs are authorized to maximize telework. Additionally, RO Directors are working closely with their state and local government to ensure we continue to provide Veteran benefits and services, in addition to maintaining workforce readiness.
VBA Performance
Monthly benefit payments will continue uninterrupted. VBA continues to exceed output targets as we move toward achieving our . Last week, Veterans filing claims for Education benefits continued to receive decisions on original claims in 15 days and on supplemental claims in under seven days, well below target levels of 28 days for original claims and 14 days for supplemental claims. Nearly 100 percent of Veterans seeking a loan guaranty certificate of eligibility received it within the goal of 5 days, and approximately 90 percent were delivered within one day. Call Centers are exceeding targets for service delivery—last week, Veterans needing to discuss their claims or benefits with a call center agent waited an average of one minute to speak to an agent, with 88 percent of callers reaching an agent within our target of two minutes. Vocational Rehabilitation Counselors continue to reach newly eligible Veterans and grow program participation, exceeding growth rate targets.
RO Operations
VBA is maintaining all phases of full business operations as we are maximizing telework. All ROs were closed to the public on March 19, 2020. ROs may close due to stay-at-home guidance issued by governors or mayor; however, full business operations remain.
How We Work with Veterans
VBA is maximizing its use of alternatives to in-person appointments including the use of phone and video capabilities. Veterans can continue to get information about benefits or file a claim for benefits by visiting our website at www.va.gov. Veterans with claims specific or other questions may request information via Inquiry Routing & Information System (IRIS) at https://iris.custhelp.va.gov/ or telephone at 1-800-827-1000.
Vocational Rehabilitation and Employment (VR&E)
ROs will provide alternative methods to conduct the orientation to Veterans and claimants. Tele-counseling is being provided as the recommended method for conducting initial evaluations, case management appointments to include job placement assistance, and Chapter 36 counseling.
Fiduciary Field Examinations
Field examiners are conducting interviews over the phone or over video conferencing with face-to-face interviews conducted in emergent situations only.
Disability Examinations
There are instances when claimants are asking to cancel or postpone scheduling their examination appointments because of social distancing practices. VA will not deny a claim solely for a failure to report for an exam at this time realizing it could elongate the time to process a claim. Claims processors are also identifying claims where the record contains sufficient medical evidence necessary to render a decision or use the Acceptable Clinical Evidence (ACE) process.
As of March 22, VBA contract vendors have reported a cumulative total of 12,580 unique Veterans whose contract examinations have been impacted by the pandemic (1,416 overseas and 11,164 domestic).
Medical Disability Examination contract vendors have received initial and very recent refresher training on the Acceptable Clinical Evidence (ACE) process. The ACE process involves C&P clinicians completing Disability Benefit Questionnaires (DBQs) examinations using the medical evidence currently in existence in a Veteran’s claims file or medical records, supplemented by a telephone interview with the Veteran if necessary, instead of requiring some Veterans to be examined in-person.
VBA has also completed training with the MDE contract vendors so they may identify which DBQs may be appropriately completed through a teleC&P-exam.
VBA has discontinued the use of public facing Disability Benefits Questionnaires (DBQs). Originally, public facing DBQs were designed to assist Veterans living overseas to obtain medical evidence in support of their benefit claims where limited options were available. Today, VA works with contracted providers in more than 30 foreign countries to conduct disability medical examinations.
Military Service Coordinators
Military Service Coordinators (MSCs) will perform work through telephone interviews to minimize face-to-face exposure. All eight Overseas MSCs were brought back to the states and are symptom-free but are in self-quarantine. Overseas MSC are conducting operations virtually in coordination and collaboration with the Department of Defense.
We encourage all Veterans, survivors, and dependents to work with an accredited organization for assistance in completing claims for VA benefits. A list of accredited organizations can be found on the Office of General Counsel site at this link: Search the VA Office of the General Counsel’s list.
Education Benefits
VBA will continue to pay benefits regardless of the fact that the program has changed from resident training to online training. Students will continue to receive the same monthly housing allowance payments that they received for resident training until December 21, 2020, or until the school resumes normal operations of resident training. There are no changes to current policy if a student goes from full-time to part-time; housing allowance will be reduced accordingly.
Loan Guaranty Benefits
VBA will continue to process new Specially Adapted Housing (SAH) grant requests and active grant projects as normal, except replacing face-to-face engagements with virtual processes. When virtual processes are not possible, VBA will work with available resources to keep the grant moving forward with minimal disruption.
Outreach
ROs are conducting outreach virtually when possible including the use of radio shows and video teleconferencing. If a RO is capable of conducting telebenefits, it will be annotated on the VA facility’s website.
VA Transition Assistance Program (VA TAP)
Effective March 30, 2020, VA will no longer provide any in-person delivery of TAP events or on-site activities.
All VA Benefits and Services courses will be available through Joint Knowledge Online (JKO). In addition to the VA Benefits and Services course, VA Military Life Cycle (MLC) modules are also available on the JKO platform . Requests for one-on-one Servicemember support should be routed through TAP Managers, who can contact their VA TAP Regional Transition Liaison.
