VFW Basic Training Decision Making Scenarios
Explore decision-making scenarios involving veterans seeking assistance with VA claims, addressing issues such as hearing loss, medical errors, disability ratings, and representation concerns. Engage in critical thinking to provide optimal solutions for each situation.
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DECISION MAKING SCENARIOS VFW Basic Training September 2021 Keith Garrison Special Assistant Training & Quality Assurance KGarrison@vfw.org
For each scenario, there may be more than one correct answer. The purpose of this class is to get ideas from multiple students and determine the best solution for each scenario. 2
SCENARIO 1 Jon Flanders is a 68-year-old Vietnam Era veteran currently in your office wanting to file an initial claim for hearing loss and tinnitus. During your interview, you determined he has no other disabilities that can be service connected. He brought in a current hearing test from his private doctor that shows a 29 average decibel loss in each ear with 100% speech recognition. When you asked him his address, he mentioned that he recently had to move into a shelter due to financial problems because he cannot get a job. What would you suggest as the best course of action for Mr. Flanders? 3
SCENARIO 2 Mary Huddas is a 29-year-old veteran who recently had a surgery at the local VA hospital on her service-connected left knee. Unfortunately, the anesthesiologist misread her chart and gave her medication that caused her to have a seizure. During the seizure, she fell off the operating table and severely injured her shoulder. She already filed a TORT and was awarded $20,000. She is now in your office wanting to file an 1151 claim for her shoulder. How would you help Ms. Huddas? 4
SCENARIO 3 John Cooper is in your office wanting to file a claim for his sore back and for an increased rating for his right ankle because he plans to have reconstructive surgery on it in a few months. When you reviewed his records, you can see that he is already service connected at 10% for his right ankle and was denied in 1996 for a thoracolumbar spine condition due to a lack of an in-service incident. He did not bring any records with him today. What would you file for today? What forms would you use? Is any additional evidence needed? 5
SCENARIO 4 Today you are working at the VFW office in the local VA hospital taking claims as a field representative. A veteran comes to see you and when you look up her claim you find that she is represented by the American Legion. When you informed her of this, she responded that their office is closed today and that she needs to file her already filled out appeal paperwork immediately as the deadline is today. She also stated that she does not want to switch representatives. What would you do to help this veteran? 6
SCENARIO 5 Jimmy Plant is a very angry veteran. He stormed into your office today demanding that you fix the local VA hospital. He claimed that when he went to visit his doctor, the nurse sexually harassed him. Mr. Plant stated that this has been happening for the past several months, always by the same nurse. He wants her fired immediately. How would you handle this situation? 7
SCENARIO 6 Today, while in your office, Ms. Laurie Kowalski comes in to file a claim for an increased PTSD rating. When looking up her file in VetraSpec, you notice a red band that states her POA has been revoked with several communications from 2014 saying that she was rude and aggressive to the previous service officer in your office. When you brought this up to her, she was very apologetic and said that at the time she was an alcoholic but has received treatment and is now sober. How would you handle this situation? 8
SCENARIO 7 John Cooper is a 69 year old Vietnam veteran who came in to your office to file for an increased rating for his service connected IHD. He stated that now that he is retired his service connected PTSD has gotten worse and he s so angry that his wife and friends can t stand to be around him so he avoids all people when he can and nobody will associate with him. His current ratings are as follows: 30% PTSD; 20% Right ankle; 10% Type 2 diabetes; 10% IHD; 10% Left hip What would you suggest as the best course of action for Mr. Cooper? 9
SCENARIO 8 Mrs. Regina George is in your office today asking about survivor benefits. Her husband was a Vietnam veteran and Purple Heart recipient who served from 1970-1975 and recently died from laryngeal cancer. When you looked Mr. George up in the VA system you see that he never filed for any benefits during his lifetime. Is there anything you can do to help Mrs. George? 10
