veterans benefits administration telephone development and customer service skills june 2012...
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Veterans Benefits Administration
Veterans Benefits Administration
Telephone Development and Customer Telephone Development and Customer Service SkillsService Skills
June 2012Compensation Service Training
Staff
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Lesson ObjectivesLesson Objectives
List the evidence suitable for telephone development List the telephone development requirements Identify 38 CFR 3.217(b) procedures when conducting a telephone
contact
Identify procedures for special circumstances that could develop during a telephone contact
Identify the procedures to complete VA Form 21-0820, Report of General Information (Report of Contact) after receiving evidence from a telephone contact
Identify the purpose of VA Form 21-0845, Authorization to Disclose Personal Information to a Third Party
Identify the characteristics of VA customers
Differentiate the aspects of good communication skills
Identify strategies of effective customer service
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ReferencesReferences
38 CFR 3.159(e) VA's duty to assist claimants in obtaining evidence 38 CFR 3.217(b) Submission of statements or information affecting entitlement to
benefits M21-1MR I.1.C.6.c Requirement to Follow Up on Requests for Non-Federal Records by
Telephone M21-1MR I.1.C.6.e Using the Telephone, Fax, or E-mail to Obtain Evidence From the
Claimant M21-1MR, II.2.2 Providing Information to a Third Party M21-1MR II.3 Telephone Interviews M21-1MR, III, iii.1.B.2.c Using E-Mail, Fax, and Telephone M21-1MR, III.iii.1.B.2.d Documenting Information Received by Telephone M21-1MR, III.iii.1.B.2.e Handling Information Received by Telephone That May
Adversely Affect Benefits M21-1MR III.iii.2.I.59.e Contacting the Claimant M21-1MR III.iii.2.K.79.a Contacting State Adjutants General Offices FL 08-18 Final Rule: Notice and Assistance Requirements and Technical Correction FL 10-49, VA Form 21-0845 Authorization to Disclose Personal Information to a Third
Party FL 12-04, Revised Procedures for Telephone Contact and Development
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Suitable EvidenceSuitable Evidence
Evidence suitable for telephone development includes:
Social Security numbers of dependents
Mailing address(es)
Direct deposit information
Date(s) of birth
Reserve or National Guard unit information
Information concerning retired, severance, or readjustment pay
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Telephone Development Telephone Development RequirementsRequirements
When following up on requests for non-federal records, you must make one attempt to contact the records custodian by telephone.
If the records custodian cannot be reached by telephone on the first attempt:
o Make no further attempts to contact the custodian by telephone
o Document the attempted telephone call in MAP-Do Send the custodian a follow-up letter to request the
records
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Fax RecordsFax Records
Ask the custodians of the records to fax the records to the designated RO fax number.
(Note: The fax machine must be located in a secure, nonpublic location because the faxed records may contain personally identifiable information.)
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Follow-Up When Service Records are Follow-Up When Service Records are Unavailable Unavailable
1. Contact the claimant by telephone after the VSCM or designee signs the formal finding of record unavailability.
2. Advise the claimant:o About the lack of a response from the records
custodian(s)o Of the requirement that he/she submit any relevant
documents in his/her possessiono That a decision will be made based on the evidence of
record if the requested evidence is not received with ten days from the date notice is given
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Fast Letter 12-04 Fast Letter 12-04
Upon expiration of a suspense date, stations should attempt telephone contact with the claimant and/or other providers of information s (e.g., private physicians, Reserve/Guard units, etc.) if doing so might help bring the claim closer to resolution.
Successful contacts must be documented on VA Form 21-0820
Unsuccessful attempts must be documented in MAP-D Notes to include the following:
o Name of the individual/facility attempting to contacto Specific evidence requested
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Target Your Telephone Target Your Telephone DevelopmentDevelopment
National Guard State Adjutants General Office Military Treatment Facilities
o Contact the “Release of Information Office” at the Military Treatment Facility and obtain the fax number to process requests for military medical records.
Clarification needed from Claimant Private Medical Records
o Call the contact information to obtain a fax number o Ask what the turn-around time is and set suspense dates
accordingly
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Contact RequirementsContact Requirements
38 CFR 3.217(b) states the VA employee must:1. Identify himself/herself as a VA employee who is
authorized to receive the information or statement;
2. Verify the identity of the provider as either the beneficiary or his or her fiduciary by obtaining specific information about the beneficiary. This information needs to be verified from the beneficiary's VA records, such as Social Security number (SSN), date of birth, branch of military service, dates of military service, or other information; and
3. Inform the provider that the information or statement will be used for the purpose of calculating benefit amounts.
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Claimant Cannot be ReachedClaimant Cannot be Reached
If the claimant cannot be reached:
1.Leave contact information in a voicemail.Example: Good evening, my name is John Doe. I am an employee with the United States Department of Veterans Affairs. I am calling to request additional information needed to process your claim. Please return my call at 1-800-827-1000 at your earliest convenience. Thank you.
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Claimant Cannot be ReachedClaimant Cannot be Reached
If the claimant cannot be reached:
2.Update MAP-D notes.
Example: Called claimant to request date of marriage to Jane Doe and her date of birth. Action initiated by John Smith, VSR, 12-28-06, VARO 362.
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Suitable for Email or FaxSuitable for Email or Fax
All documents may be accepted by email or fax.
Exception - Original applications and separation documents intended for proof of service to establish entitlement to benefits
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Adverse ActionAdverse Action
If a change results in an adverse action and the following is true:
Veteran was notified at time of telephone
File is documented of notification
A pre-determination notice is not required for: Information about income, net worth, dependency, or
marriage.
Other information, due process is required.
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VA Form 21-0820VA Form 21-0820
Available versions of VA Form 21-0820:21-0820: Report of General Information 21-0820a: Report of First Notice of Death21-0820b: Report of Nursing Home or Assistant Living
Information21-0820c: Report of Defense Finance & Accounting
Service (DFAS)21-0820d: Report of Non-Receipt of payment21-0820e: Report of Incarceration21-0820f: Report of Month of Death
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DocumentationDocumentation
When using VA Form 21-0820, the following items must be documented:
Specific information provided
Date information provided
Identity of provider
Steps taken to verify identity of provider
Verification provider was informed that information would be used for purpose of calculating benefit amounts
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Additional GuidanceAdditional Guidance
Proper documentation of contact is required before any action can be taken
Provide a copy of the VA Form 21-0820 to the POA
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VA Form 21-0845VA Form 21-0845
VA Form 21-0845, Authorization to Disclose Personal Information to a Third Party:
Allows the release of specified information to family or other designated persons.
Amended to inform incompetent beneficiaries that they cannot submit the form over their own signature.
Only one VA Form 21-0845 may be valid at a time.
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Additional InformationAdditional Information
VA Form 21-0845:
Was amended to inform incompetent beneficiaries that they cannot submit the form over their own signature.
Includes information that is limited and unlimited.
Allows designated individuals to provide certain information to VA.
May only have one designated person or organization and only one form may be valid at a time.
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ProceduresProcedures
Adhere to the following procedures:
1. If the form is not sufficiently complete and legible to authorize access, return it.
2. When the form is complete, update Share with the flash, Third Party Release, and add a statement in MAP-D notes.
3. Go into Virtual VA to determine if there is an e-folder. If there is no e-folder, establish one.
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Revoking the AuthorizationRevoking the Authorization
Upon written receipt:
Add MAP-D note
Remove the flash in Share
Upon receipt by telephone or in-person:
Document on a VA Form 21-0820
Upload into Virtual VA
Add MAP-D note2323
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Third-party AuthorizationThird-party Authorization
If someone claims to have third-party authorization:
1. Verify using Virtual VA.
2. Solicit identity and ask security question.
3. Proceed with standard protocol to identify beneficiary.
4. Review authorization carefully.
5. Note what type of information is permitted for release.
6. Note expiration date of the authorization.2424
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VA CustomerVA Customer
Someone who is seeking a service from our organization
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Types of CustomersTypes of Customers
VA customers:
Seek information
Want action
Are upset
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Customer NeedsCustomer Needs
All customers need to:
Feel special
Express themselves freely
Be right
Be treated fairly
Feel assured
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Communication SkillsCommunication Skills
VA employees need understand the following aspects of good communication skills:
Verbal and non-verbal elements
Feedback
Barriers
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Verbal and Non-verbal ElementsVerbal and Non-verbal Elements
Verbal and non-verbal elements are defined as:
Verbal elements are the words that we choose.
Non-verbal elements comprise the rest of the message including vocal tone and pitch, emphasis, body language, posture, and facial expressions.
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FeedbackFeedback
By using feedback, the VSR:
Provides the opportunity to clarify or restate a message.
Ensures that clear communication has occurred.
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BarriersBarriers
Common barriers to clear communication include:
Physical
Language
Psychological
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Effective Customer ServiceEffective Customer Service
VA employees should implement the following strategies:
The “Seven C’s”
Six ways to improve listening skills
Five ways to improve speaking voice
Four methods to acknowledge customer feelings
Conversation control3232
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The “Seven C’s”The “Seven C’s”
Use the Seven C’s to improve customer service:
Caring
Confident
Considerate
Committed
Creative
Controlled
Contagious3333
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Improve Listening SkillsImprove Listening Skills
Six ways to improve listening skills are:
Visualize what you’re hearing
Do not interrupt the customer
Listen for feelings
Acknowledge what the other person is saying
Ask questions
Concentrate3434
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Improve Speaking VoiceImprove Speaking Voice
Five ways to improve your speaking voice:
Speak in low tones
Articulate
Match the other person’s rate of speech
Control volume
Use voice inflections
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Customer’s FeelingsCustomer’s Feelings
Four methods in acknowledging a customer’s feelings:
Be empathetic
Ask questions
Give feedback
Summarize the problem or issue
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Conversation ControlConversation Control
Be aware of where you are with your call:
Get to the question or issue quickly.
Answer the question or issue thoroughly.
End the call with dignity and courtesy.
Remember your manners and be polite.
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