Overview of NVS Policy and Procedures for VFW Basic Training
The National Veterans Service (NVS) oversees a vast network of over 2100 VFW-accredited representatives, providing guidance and support through various leadership roles. The Quality Assurance Program ensures excellence in service by offering technical expertise and monitoring services. Regional Quality Assurance Specialists like Liz Salvador and Todd Gruchalla play crucial roles in supporting and mentoring staff. NVS also contributes to VAVS (VA Voluntary Service) and the creation of the Post Service Officer Guide. Learn about accreditation processes and more in this comprehensive overview.
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NVS Policy & Procedure VFW Basic Training September 2022
National Veterans Service (NVS) Oversees the network of over 2100 VFW- accredited representatives Supervised by the National Council of Administration and NVS Advisory Committee Leadership- Director, (2) Deputy Directors, (4) Asst. Directors, (2) Associate Directors, (3) Managers Benefits Delivery at Discharge, Board of Veterans Appeals, Tactical Assessment Center, National Service Offices, Training, Quality Assurance Buddy Poppies help fund NVS 2
Quality Assurance Program Each region has a dedicated NVS staff member who serves as a Regional Quality Assurance Specialist who: Provide technical expertise, mentorship, and support for Department Service Office staff and other VFW Accredited Representatives Respond to service officer calls Conduct monitoring of VSO Notification Queues and SEP POA Reports If, after exhausting professional channels at a VARO or VAMC a DSO is unable to resolve an administrative conflict or issue, they may contact their Regional Quality Assurance Specialist 3
Quality Assurance Program Liz Salvador Eastern Regional Quality Assurance Specialist *including Europe Elizabeth.Salvador@va.gov Todd Gruchalla Western Regional Quality Assurance Specialist *including Pacific Areas Todd.gruchalla@va.gov 4
VAVS (VA Voluntary Service) Explains the NVS role in the Veterans Affairs Voluntary Service. https://www.vfw.org/community/community-initiatives/volunteer-service 5
Post Service Officer Guide Explains the NVS role in preparing the Guide, when it is published, and the DSO responsibility in distributing the Guide. The guide is located on the VFW website and can be accessed by visiting: https://www.vfw.org/assistance/va-claims-separation-benefits 6
Accreditation Accreditation Reaccreditation Revocation of Accreditation 7
Accreditation (cont.) Officially accredited, through the VFW, by the Department of Veterans Affairs 38 CFR 14.626-14.633 VFW National Veterans Service, Policy and Procedures, item 2, page 3 8
Accreditation (cont.) Good character and reputation Is NOT employed by a civil or military department or agency of the U.S. Is a member in good standing of the VFW who functions full-time in veterans service work and if not a member of the VFW, is a full-time employee of the VFW 9
Accreditation (cont.) A person will not be accredited by VA unless the VFW has certified to VA that the individual meets the eligibility criteria established by VA. The Director, NVS, is the National Certifying Officer and shall certify the Application for Accreditation as a Service Organization Representative to the VA General Counsel. 10
Accreditation (cont.) The Policy and Procedure was amended during the 123rd annual VFW National Convention during the National Veterans Service Advisory Committee on July 16, 2022. Everyone seeking accreditation with the VFW must undergo a background investigation. 11
Accreditation (cont.) All individuals will undergo a background check. Departments, States and Counties will certify the individual seeking accreditation is free of negative discriminators. Service officers seeking reaccreditation after 5 years must undergo a background investigation if one was not previously submitted to NVS. Exemption for employees who are required to maintain a VA PIV with systems access. 12
Accreditation (cont.) DSO s and Assistant DSO s Claims Consultants Select State Service Officers Select County Service Officers NVS Staff Others as determined on a case-by-case basis by the Director, NVS 13
Accreditation (cont.) DSO support staff working in VFW offices co-located at VA regional offices will not normally be certified since accreditation is not required to conduct their regular duties. However, they must undergo a background check as well. VFW National Veterans Service, Policy and Procedures, item 4, page 5 14
Reaccreditation by VA Reaccreditation of a service officer every 5 years is required by VA. In reaccreditation of a service officer, we consider: Information from various sources to determine the number and frequency of complaints about service from claimants Feedback from their Department leadership Test scores (MUST maintain a 70% academic average) VFW National Veterans Service, Policy and Procedures, item 6, page 8 15
Revocation of Accreditation With cause by VA s General Counsel or upon recommendation by the Director, NVS if: Refuses to comply with or violates laws administered by VA or with regulations governing practice before VA Knowingly presents a fraudulent claim before VA or before any other governmental department or agency 16
Revocation of Accreditation (cont.) Requests, demands or accepts compensation, in any form, for providing assistance or representation Engages in any other unlawful, unprofessional or unethical practice deceiving, misleading or threatening a client Neglects to prosecute a claim before the VA in a expeditious manner or fails to provide a timely response to a request for evidence by VA Intentionally discloses PII to a 3rd party without proper consent 17
Revocation of Accreditation (cont.) Deliberately withholds a claimant s application for benefits or evidence related thereto for VA. Failure to attend training when required. Failure to act in a professional manner towards veterans, family members, clients, co-workers or VA employees. Those accredited by the VFW are expected to act courteously and professionally towards others at all times. Rude, discourteous, obnoxious or intimidating behavior reflects poorly on the VFW and the individual, and is not acceptable. 18
Revocation of Accreditation (cont.) NVS will investigate complaints of unprofessional conduct, report to the appropriate employer and depending on the findings, take appropriate action, to include revocation of accreditation, if necessary. VFW National Veterans Service, Policy and Procedures, item 7, paragraph G, subparagraph 3, page 11 19
VFW Power of Attorney VA Policy 38 CFR 14.626 The purpose of the regulation of representatives, agents, attorneys, and other individuals is to ensure that claimants for Department of Veterans Affairs benefits have responsible, qualified representation in the preparation , presentation, and prosecution of claims for veteran s benefits. 20
VFW Power of Attorney VA Policy (cont.) 38 CFR 14.631 (a) A power of attorney executed on VA form 21-22 is required to represent a claimant before VA and to authorize VA s disclosure of information to any person or organization representing a claimant before the Department. Without the signature of a person providing representation or an accredited representative, the appointment is invalid. 21
VFW Policy Accepting a veterans POA Claimant must NOT be represented by an attorney on any issue before the VA Claimant must NOT restrict access to any records (See VA Form 21-22, Block 20) Claimant must have NOT already submitted a substantive appeal to the Board of Veterans Appeals (VA Form 9 or VA Form 10182) EXCEPTION: compelling circumstances AND advance approval by NVS Director 22
VFW Policy Accepting a veterans POA VA must officially acknowledge the POA before the VFW can provide representation Information concerning a claimant WILL NOT be released to any personnel including those in a VFW Post, County Council, District or Department without a signed document authorizing such disclosure to a specific individual. 23
VFW Policy POAs can be revoked due to: Abusive verbal or physical behavior towards a VFW representative or staff by a client or prospective client Client s repeated and persistent failure to cooperate with a VFW representative Demonstrated pattern of repeated changes of powers of attorney where the claim is without apparent merit. Fraud or attempted fraud by the client or prospective client in a claim. Client has a dishonorable discharge *Dishonorable discharges are the only types of discharges for which the VFW will refuse POA. The VFW will represent claimants with Other than Honorable and Bad Conduct Discharges 24
REMINDER POAs in Stakeholder Enterprise Portal (SEP) eBenefits is a VA program that allows veterans to manage their VA benefits virtually The Stakeholder Enterprise Portal (SEP) allows representatives to see what the veteran sees in eBenefits All POA requests in SEP must be reviewed within 5 business days. 25
VFW Representation General Describes the location of the DSO office An accredited VFW Service Officer cannot be a guardian or fiduciary Cannot accept payment for services Role of Post Service Officer Special Mission VAROs Insurance and Employment claims Foreign and Education claims 26
VFW Representation General The DSO is responsible for everything that happens in their office. Training of Service Office Staff Use workload management tools (VetraSpec) Cooperate with and if necessary, request assistance or guidance from Quality Assurance/Training 27
VFW Representation Administrative Admin review Chain of command in case work Reference material Mandatory training Outreach programs Files Monthly reports (due the 5th of every month) Post Service Officer schools Sensitive level access for DSOs/ADSOs 28
VFW Representation Technical Discussing benefits with claimant Certification of records Case development Administrative appeals Independent Medical Opinions (IMO s) Signing appeals forms Intent to File 29
VFW Representation-CAVC In June 2014, the VFW entered into a Memorandum of Understanding with the Bergmann & Moore law firm to represent claimants before the Court of Appeals for Veterans Claims on a case by case basis 30
VFW Grants NVS provides restricted grants to Departments to help fund VFW Service Offices Questions regarding criteria for grants should be directed to the Director, VFW National Veterans Service NVS restricted grants are reviewed every three years in consultation with the Quartermaster Generals Office 31
Computer Security Protecting sensitive records What to do if computer equipment is stolen or lost All computers should be encrypted and must be password protected VFW offices are required to establish and maintain a VA corporate mailbox with encryption capabilities. 32
VFW Code of Conduct for Representatives 8 rules expected to be followed by each VFW accredited representative: 1. Do not knowingly present a fraudulent claim or submit false information. 2. Do not engage in any unlawful, unprofessional or unethical practice. 3. You are responsible for compliance with all laws and regulations governing confidentiality and release of information. 4. Under no circumstances should you serve as guardian or fiduciary of veterans or others receiving benefits from VA. 5. Under no circumstances should you demand, request or receive anything, including cash and gifts, for representing someone. 33
Code of Conduct (cont.) 6. You will never use racial, religious, age-related, sexual or ethnic epithets, innuendos, slurs or jokes in the work place. 7. In dealings with all clients, VFW representatives must conduct themselves in a totally professional manner and refrain from sexual advances, verbal or physical conduct of a sexual nature, or requests for sexual favors. 8. Discrimination based on race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, marital status, citizenship, national origin, genetic information, or any other characteristic protected by law is strictly prohibited. 34
