San Juan Regional Office

VBA Regional Office serving Puerto Rico — Chapter 31 (VR&E) cases in this state are administered here.

How to escalate a Chapter 31 case at this office

1. First-line escalation — VR&E Officer (Supervisor). Address letters to:
   Supervisor, Veteran Readiness and Employment
   San Juan Regional Office
   50 Carr 165
   Guaynabo, PR 00968

   Expected response: 3–10 business days. The VR&E Officer is the direct supervisor of every counselor at this RO.

2. Second-line escalation — Regional Office Director. Address letters to:
   Director
   San Juan Regional Office
   50 Carr 165
   Guaynabo, PR 00968

   Send certified mail. Expected response: 2–4 weeks. Use when the supervisor escalation didn't resolve, or when the issue involves multiple staff.

3. In parallel — Congressional inquiry. Find your senators and House representative on the Puerto Rico Congressional page. Their casework offices file inquiries that get a fast-tracked VA response (1–3 weeks).

When to use this office vs. a different channel

• Use this office for: counselor unresponsive >14 business days, denied requests citing standards not in the M28C, missed VA-internal deadlines, counselor-change reversing prior approvals.
• Skip straight to a Higher-Level Review (VA Form 20-0996) for written denials specifically — that's a senior reviewer at a different RO re-deciding the case based on the existing record.
• Use the OIG hotline only for suspected employee misconduct. NOT for routine claim disputes.