veterans benefits administration telephone development and customer service skills june 2012...

Veterans Benefits Administration

Veterans Benefits Administration

Telephone Development and Customer Telephone Development and Customer Service SkillsService Skills

June 2012Compensation Service Training

Staff

Compensation Service Training StaffCompensation Service Training Staff 22

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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ExerciseExercise

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ExerciseExercise

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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


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


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


The “Seven C’s”The “Seven C’s”

Use the Seven C’s to improve customer service:

Caring

Confident

Considerate

Committed

Creative

Controlled

Contagious3333


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


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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veterans benefits administration telephone development and customer service skills june 2012...

Documents

telephone contact

telephone m21

contact information

service records

attempted telephone

telephone o document

fax records

telephone interviews