M28C.IV.A.1 M28C.IV.A.1 Chapter 31 Application Processing and Scheduling

a. Monitoring CH31 Applications

(Change Date April 17, 2024)

The responsible staff must monitor all Chapter Applications to ensure that all applications are processed timely.

1. Veterans Benefits Management System (VBMS)

VBMS Alerts notifies users when a VAF 28-1900 is uploaded into the eFolder and is available for review in a single, online location in the notification queue. This ensures that all applications are received and processed timely by the appropriate VR&E office.

Every Regional Office must assign appropriate VR&E staff for the VBMS user role and VRE Notification Reviewer using the Common Security Employee Manager (CSEM).

Once a user logs in to VBMS, an alert appears as a blue banner at the top of the VBMS work queue page. The user only sees this banner if there are documented notifications for his or her office within the last 14 days. Users should click on the View Documents link in the blue banner to view the list of documents that have been uploaded to the eFolder. The user has the ability to save customizable filters within the VR&E notification queue.

2. Business Intelligent Enterprise Edition (OBIEE)

A user may also monitor Chapter 31 applications by reviewing the Pending Applications report in OBIEE.

There is no time restriction for viewing Chapter 31 applications in this report.

b. Application Processing and Scheduling

(Change Date April 23, 2021)

As related to application processing and scheduling, VR&E staff must:

Download applications from va.gov and date-stamp applications upon receipt, if received by other means.

Ensure applications are processed, and basic eligibility and entitlement determinations are completed accurately and timely.

Provide due process when the claimant does not meet the basic eligibility criteria to apply.

Receive and process formal claims and respond to informal claims.

Obtain disability rating information from the claimant’s claims folder in Veterans Benefits Management System (VBMS) and Share, a Microsoft Windows-based application utilized by the Regional Offices (RO) to access the Beneficiary Inquiry Records Locator System (BIRLS); Corporate Record; Payment History File (PHF); Corporate Database; Social Security Administration.

Obtain additional information from the claimant, when necessary.

Verify memorandum ratings through Share.

Generate a Chapter 31 Generated Eligibility Determination (GED). Refer to Appendix AE, GED Tear Sheet Sample.

Calculate the period of eligibility.

Determine Chapter 31 remaining entitlement and review deferrals and extensions.

Create the VR&E record.

Disallow claims, when applicable.

Provide procedural and appellate rights to the claimant, when applicable.

Retrieve information from Share, Long Term Solution (LTS), and Corporate WINRS (CWINRS) and upload into VBMS.

1.02 Eligibility Criteria

(Change Date September 23, 2022)

When a claimant files an application for Chapter 31 benefits, a review of the claimant's eligibility for the program must be conducted. Before the claim is processed, a claimant must meet the basic eligibility requirements to receive a comprehensive initial evaluation for entitlement to Chapter 31 benefits as follows:

a. Compensable Service-Connected Disability Rating

(Change Date September 23,2022)

The claimant must have been granted a compensable service-connected disability (SCD) rating of 10 percent or more. The disability conditions(s) must have been incurred or aggravated during active military service.

b. Qualifying Military Service

(Change Date August 15, 2013)

The claimant must have served on active duty in the Army, Navy, Air Force, Marine Corps, Coast Guard, Space Force or other qualifying service as specified in 38 Code of Federal Regulation (CFR) 3.7 on or after September 16, 1940.

c. Character of Service

(Change Date August 15, 2013)

To be eligible for VR&E services, the claimant must meet one of the following:

Has been released or discharged unconditionally, having been eligible for complete separation, from active service under conditions other than dishonorable.

Has completed a period of obligated service under other than dishonorable conditions despite a subsequent unconditional discharge, which the Department of Veterans Affairs (VA) considers issued under dishonorable conditions.

d. Service Member Awaiting Discharge

(Change Date August 15, 2013)

For a Service member hospitalized or recently hospitalized for a service-connected disability (SCD) who is awaiting separation from service, the VA must determine that the disability is likely to be compensable under title 38 United States Code (U.S.C.) Chapter 11. This includes any Service member hospitalized under the jurisdiction of a military service secretary in a military, VA, or other non-military hospital. The Service member must have a SCD rating, Integrated Disability Evaluation System (IDES) or Memo rating.

1.03 Memorandum Rating

(Change Date October 23, 2013)

A memorandum rating (memo rating) is established for a Service member who applies for Chapter 31 benefits within six months prior to his or her discharge and 12 months after his or her discharge from active military service.

A proposed rating in VBMS, or the Legacy Content Manager Documents in VBMS that have been established by the Department of Defense (DoD) IDES, and VA’s compensation disability rating system may serve in lieu of a memo rating to establish basic eligibility and entitlement for VR&E. This rating may be used by VR&E to document the anticipated rating for a Service member.

a. Request for Memorandum Rating

(Change Date October 23, 2013)

A Service member may request a memo rating by completing VAF 28-0588, Vocational Rehabilitation and Employment – Getting Ahead after You Get Out. This form is submitted to the Veterans Service Center (VSC) for processing.

The VSC establishes the memo rating to document the anticipated rating for VR&E purposes. These ratings are established based on the Service members’ available Service Treatment Records (STR) and must be compensable at least 20 percent or more for eligibility to VR&E services.

Upon receipt of the application, VSC is expected to complete the memorandum rating within three business days.

Upon completion, VSC will complete the following:

• Upload the decision and VAF 28-1900 into the eFolder in VBMS,
• Send an encrypted email, containing the claimant’s name and VA file number and date of the corresponding rating decision to the designed mailbox of the VR&E office of jurisdiction, and

Upload a copy of the e-mail to the eFolder.

VR&E must work with VSC to do the following:

• Determine the proper mail mailbox to receive rating notifications, and

Notify VSC any time there is a change in the mailbox designation.

b. Memorandum Rating Established

(Change Date October 23, 2013)

The VR&E Officer or designee must ensure that the claim is immediately processed using the Automated GED (AutoGED) when a memo rating has been established for a Service member.

The responsible VR&E staff must verify the following:

Presence of a service-connected diagnostic code for one of more disability.

Memo rating is at least 20% for an active duty Service member.

c. Memorandum Rating Not Established

(Change Date October 23, 2013)

The VR&E Officer or designee must ensure that the claimant’s claim is immediately processed for disallowance when a rating decision indicating that a memo rating cannot be established, or the memo rating is less than 20%, for a Service member. Refer to M28C.III.A.1 for case status movement.

Upload the Disallowance Tear Sheet (refer to Appendix AE for an example) to the claimant’s Veterans Benefits Management System (VBMS) electronic record.

d. Notification of Disallowance

(Change Date February 19, 2019)

The Service member must be notified by letter that all actions on his or her claim have been closed using VR-58, Chapter 31 Adverse Decision Letter. The letter must include VAF 20-0998, Your Rights to Seek Further Review of our Decision. The date of the notification letter must coincide with the date the claim has been processed for disallowance.

The notification letter must contain the following:

An explanation that the actions for the Service member’s claim has been suspended as an anticipated rating of 20 percent or more cannot be established at this time.

A statement that the Service member may request to reopen his or her claim at any time by filing a new application.

1.04 Applying for Chapter 31 Benefits

a. Application Submission

(Change Date October 23, 2013)

An application for Veteran Readiness and Employment for Claimants with Service-Connected Disabilities, VAF 28-1900, may be submitted by one of the following individuals:

• A Veteran or a Service member
• A legally recognized guardian or fiduciary
• An authorized representative appointed to act on the Veteran’s or Service member’s behalf
• A member of Congress acting on the Veteran’s or Service member’s behalf
• A representative from any of the Veterans’ Service Organizations (VSO)
• A Veteran, a hospitalized Service member, a Service member on medical hold or medical holdover,

A Service member who is within six months of separation from active duty.

b. Required Information on VA Form 28-1900

(Change Date October 23, 2013)

The applicant must sign and complete the information on VAF 28-1900 in order to process the application.

The required information includes the following:

• Applicant’s name,
• VA file number,
• Current mailing address, and

Sufficient information for the VA to verify the claimed service.

A VAF 28-1900 may be completed and submitted by one of the following ways:

• By mail addressed to VR&E Intake Center, PO Box, 5210, Janesville, WI, 53547-5210,
• Electronically via va.gov, or

Personally submitting to the RO, Outbased and Outreach locations, Department of Veterans Affairs (VA) hospital, medical center, community-based outpatient clinic, or Vet Center.

1.05 Receipt of Chapter 31 of Applications

(Change Date August 27, 2021)

A Chapter 31 application may be submitted electronically, in person, via centralized mail service, or the United States Postal Service.

All applications must be date stamped and processed immediately upon receipt.

The effective date of claim in Applicant (APP) status is the date the application was first received at any VA facility.

An unsigned application may be processed and the claimant's entitlement to Chapter 31 benefits may be determined; however, VR&E services cannot be provided until the claimant's signature is obtained.

Per VBA Letter 20-17-11, VBA employees will not reject absent clear indications of fraud, any signature on a claim or appeal for benefits, or associated form, based on signs that the signature could possibly be a digital image (picture) of a handwritten signature that was affixed to the form.

a. Application Received via Postal Service or in Person

(Change Date August 27, 2021)

The following actions must be completed when VR&E receives an application via the postal service or in person:

1. Paper Applications

(Change Date August 27, 2021)

Paper applications may be submitted by a claimant via postal mail or in person. Applications received via postal mail will be sent to the appropriate VR&E Office in accordance with established local procedures at each regional office.

After date stamping and GED processing a paper application, the original copy of the application must be sent to the scanning vendor for VBMS upload in accordance with the Transition to e-Folder procedures.

Any application received by other VA business lines must be forwarded immediately to the VR&E Division of jurisdiction via the Centralized mail outlined in M21-1, Part II, Subpart i, Chapter 2.D - Handling Specific Types of Mail.

The effective date of the Applicant (APP) status is the original date stamp when application was first received in VA, regardless of the office location.

2. Application Received Electronically

(Change Date August 27, 2021)

(a) Application submitted via va.gov

A claimant may use his or her individual VA account to submit a completed VAF 28-1900 to the RO of jurisdiction for processing of his or her claim.

The claimant's signature is not required when submitting or filing an application via va.gov.

The RO of jurisdiction assigned to process an application is based on the claimant's primary address at the time of the application is received in VA..

When VAF 28-1900 is submitted via va.gov, the RO of jurisdiction will be notified by email containing the following information:

• Claimant's Participant ID (PID)
• Type of Form Submitted
• Submitted Date

A Participant ID (PID) is a unique numeric identifier assigned to individual claimant within the Share database. A PID is established to allow submission of electronic applications to VA while protecting the Personally Identifiable Information (PII) such as the claimant's social security or VA file numbers.

To identify the claimant using the PID the employee must use the VBA Application Share:

(1) Open Share through VBA applications.

(2) Enter the necessary log-in information.

(3) Once at the VBA Ready Screen on the Share homepage, select Corporate Inquires under Available Processes on the left-hand side of the screen.

(4) Select the Number Search Tab and enter the numeric PID in the space Corporate Participant ID space.

(5) Click Submit, the claimants file number, social security number and Full Name are displayed on the Person tab in Share

(6) Logon to VBMS and locate the corresponding application in the claimant's eFolder.

(b) Application submitted via email

A claimant may submit a completed application electronically via email. The date of receipt of the application is the date the email is received. This date is the date of claim, which must be added on the emailed application.

Upon completion of the GED processing, the application must be sent to the scanning vendor for upload in VBMS in accordance with the Transition to e-folder procedures.

The original email must be retained in a centralized electronic folder for seven years in accordance with the General Records Schedule (GRS) 6.1.011 and 012.

b. Transferring an Electronic Application

(Change Date April 23, 2021)

The claimant’s signature is not required for a completed application that is filed electronically.

If an electronic application is received and the claimant resides within another RO’s jurisdiction, the application, must be forwarded to the appropriate RO. VR&E staff must access the PID request and obtain the claimant’s VA file number in Share and transfer to the RO of jurisdiction via e-mail.

Prior to the transfer, the VR&E Officer or designee must contact the VR&E Officer of the receiving office to notify him or her of the transfer. This ensures timely processing of the application. The receiving office must respond to the request within five business days to avoid a delay in services.

c. Incomplete Applications

(Change Date October 23, 2013)

If VA receives an incomplete application for benefits, the VR&E staff must notify the claimant of the information necessary to complete the application and will defer assistance until the claimant submits the requested information.

If the information necessary to complete the application is not received by VA within one year from the date of such notice, VA must not provide any benefits based on the incomplete application.

d. Receiving Informal Claims

(Change Date April 23, 2021)

Any VA employee may receive an informal claim for Chapter 31 benefits. If an employee outside the VR&E Division receives a request for Chapter 31 benefits, he or she should direct the claimant and/or send the request to the VR&E Division. In accordance with 38 CFR 21.31, if the claimant was a previous participant, the date of the informal request to reopen his or her case will be considered the date of receipt of informal claim, if the claimant reapplies within one year of the previous case closure.

If an informal claim is received in writing, the responsible employee must date stamp the request and send VAF 28-1900 to the claimant.

If an informal claim is received over the phone, the responsible employee must either send VAF 28-1900 to the claimant or encourage the claimant to file an electronic application through va.gov.

If the informal claim is made in person at the VR&E Office, the responsible employee must provide the claimant with VAF 28-1900 and assist as needed.

The claim cannot be processed until a formal claim is filed.

e. Required Documentation

(Change Date October 23, 2013)

All informal claims must be documented to include the date of contact, the claimant’s name, address, telephone number, VA file number, and the claimant’s statement requesting for Chapter 31 benefits.

If a VR&E record has been previously established, the record should have been uploaded in VBMS. In those instances where the record is not in VMBS, the folder must be obtained, and the informal request must be uploaded into VBMS.

If VR&E record has not been previously established, the request must be retained in a holding folder. A red star file must be created for paperwork from the claimant until an electronic record is established in VBMS. The red star file has a red star in front of the file.

1.06 Disallowance Processing for Ineligibility

(Change Date October 23, 2013)

When a rating decision is received from VSC stating that an SCD rating cannot be established for a claimant at the time, the VR&E Officer must ensure that the claim is immediately processed for disallowance. The claimant must be notified of the termination of actions on his or her application using VR-83, Disallowance - Ineligible.

Refer to M28C.III.A.1 for information on case status. Refer to the CWINRS User Guide, Chapter 5 for information on updating the claimants record to reflect disallowance.

1.07 Priority Scheduling for Seriously III or Injured Claimants

a. Claims Processing Responsibilities

(Change Date December 9, 2013)

All applications for Chapter 31 benefits must be processed immediately upon receipt by VR&E offices. However, coordination for SI and VSI claims and scheduling for initial evaluation must be given priority. As such, the Veterans Service Center (VSC) and the VR&E office have the following responsibilities:

1. Veterans Service Center

(Change Date December 9, 2013)

The VSC is responsible for determining basic eligibility and forwarding that eligibility determination to the appropriate VR&E office for initial evaluation and counseling. It is the VSC’s responsibility to update the Share application with the claimant’s SI/VSI determination.

2. Veteran Readiness and Employment Office

(Change Date December 9, 2013)

The VR&E office is responsible for providing vocational rehabilitation services to the claimant as quickly as possible. A Vocational Rehabilitation Counselor (VRC) can initiate evaluation and counseling and, in some instances, authorize training before the claimant is discharged from the service.

b. Verification Procedures

(Change Date December 9, 2013)

VR&E staff will verify through the Veterans Benefits Administration (VBA) application Share to determine if the claimant was granted an SI or VSI status. VBMS also provides a flash to designate these cases.

Open Share through VBA applications.

Enter the necessary log-in information.

Once at the VBA Ready Screen on the Share homepage, search for the claimant by entering their VA File Number.

Click on “Corporate Inquiries” under “Available Processes” on the left-hand side of the screen.

Click Submit, the claimant’s general information will appear on the “Person” tab.

Click on the button “Award/Ratings” at the top of the Share screen under the “Person” tab.

Look at the “General Information” screen and review the “Flash Messages” box on the right side of the Information screen for the SI/VSI flash.

c. Priority Processing

1. First Contact Attempt

(Change Date March 31, 2014)

Within one business day of receiving VAF 28-1900 and any necessary qualifying documentation, the assigned VRC must attempt to contact the applicant by phone and offer an appointment within five business days.

If the VRC cannot reach the claimant by telephone, the VRC must send an appointment letter to schedule the initial appointment within 10 business days.

2. Priority Scheduling Requirement

(Change Date December 9, 2013)

Priority scheduling of SI/VSI claimant may require the re-scheduling of the VRC’s existing appointments. The VRC must offer priority scheduling based on the SI/VSI applicant’s availability, then notify and re-schedule existing appointments as soon as possible.

3. Existing Appointments

(Change Date December 9, 2013)

An applicant with an existing appointment should not be re-scheduled for this purpose more than once. The SI/VSI applicant may need to be reassigned to another VRC if the assigned VRC is unavailable to meet within the 10-day timeliness requirement. The reassigning of cases is determined by the VR&E Officer or designee.

The process for initial evaluation and entitlement determination for SI/VSI claimants is the same as any participant of the VR&E program. Refer to M28C.IV.A.2 for more information on Eligibility and Entitlement. Refer to M28C.III.B.2 for more information on automatic entitlement.

1.08 Automated Generated Eligibility Determination Processing

(Change Date December 7, 2017)

All applications must be processed immediately using the automated GED (AutoGED) process upon receipt by VR&E. This includes applications from claimants whose cases were previously closed as rehabilitated, discontinued, or discontinued with Maximum Rehabilitation Gained (MRG).

a. General Information

(Change Date August 15, 2013)

AutoGED allows CWINRS users to perform the GED processing in an automated module. The AutoGED platform in CWINRS sends and retrieves data in the background of the application.

For original GED processing, a Chapter 31 Master Record must be established in CWINRS. CWINRS and Share communicate with each other; therefore, any information updated in CWINRS will update in Share.

For a reopened GED processing, the Chapter 31 Master Record must be updated in CWINRS.

b. Basic Development Steps Prior to AutoGED Processing

(Change Date October 23, 2013)

Before processing the application, the following data must be reviewed and verified by the responsible employee.

1. Original or Reopened Claim Status

(Change Date October 23, 2013)

a) If the claimant has an established CH31 Master Record, process the claim as a reopened claim

b) If the claimant has not established CH31 Master Record as verified by "Record does not exist at Hines" message displayed at the bottom of the Ready screen, process the claim as an original.

2. Basic Period of Eligibility

(Change Date October 23, 2013)

The AutoGED will verify the claimant’s basic period of eligibility. If this information does not populate automatically, VR&E staff must check Share or the claimant’s DD 214.

3. Locating Qualifying Military Service

(Change Date October 23, 2013)

(a) Log onto Share

(b) Tab to claimant’s VA file number and press enter to execute the inquiry

(c) Verify the following information:

• Name
• VA file number
• Date of birth
• Entrance on Duty (EOD) and Release from Active Duty (RAD)
• Character of service, either Honorable (HON) or Under Honorable
• Conditions (UHC)

4. Qualifying Compensable Service-Connected Disability (SCD)

(Change Date October 23, 2013)

To verify if the claimant has a qualifying SCD rating and obtain the initial rating notification date, complete the following steps:

a) Log on to Share.

b) Select Corporate Inquiries and press submit.

c) Select Awards/Ratings. (Print option is available in Share).

For compensable ratings the responsible VR&E employee will verify:

The diagnostic code for each service-connected disability condition.

The percent of disability rating for each disability condition.

The combined SCD rating is at least ten percent for a claimant.

5. Determine the Initial Rating Notification Date

(Change Date October 23, 2013)

(a) Select Claims or Denials. Highlight the Initial claim for compensation. A new screen will appear with the life cycle details for the Initial claim.

(b) Verify the Initial Rating Notification Date (IRND). The closed date is the date, upon which the initial compensation claim was closed, authorized, or promulgated. The IRND is the date upon which action to award compensation benefits and to notify the claimant, in writing, of the outcome of the disability claim.

(c) Repeat the process of finding the IRND if the original rating granted is less than 10 percent and verify in VBMS eFolder for rating decision and notification letter.

c. Initiating AutoGED Processing

(Change Date October 23, 2013)

Refer to Chapter 5 of the CWINRS User Guide for detailed information on the steps that must be followed for GED Processing.

d. Rating Decisions

1. Actual Rating

(Change Date October 23, 2013)

If claimant has a rating, AutoGED will find it through the corporate applications.

If actual rating is left blank, AutoGED will return the record for a disallowance, as there must be an IRND to process the AutoGED.

2. Memorandum Rating

(Change Date October 23, 2013)

If the claimant has a memorandum rating, enter the 4-digit diagnostic code 5555 in the Memo Rating box. AutoGED will not disallow for absence of a compensation rating. It will set the claim up as a memorandum rating and move on to the point of authorization.

The memorandum rating from Compensation must be viewed to ensure that the date of the rating and diagnostic code(s) is entered correctly.

e. Case Enters 010-Pending Verification Status

(Change Date October 23, 2013)

Certain fields are still editable at this point, before the record moves on to the Claim Established (CEST) command.

If the Date of Claim is incorrect, the EP will not be provided in AutoGED.

If CEST is successful, the date of claim is no longer editable. It is now committed to the record.

Cases can only be processed individually when in the All Record grid view.

f. Case Moves to 030-Pending CEST 095/295

(Change Date October 23, 2013)

At this stage, the claimant’s address and date of claim is committed. These fields are no longer editable.

Select case and click Process in AutoGED.

Verify end product in Share.

g. Case Moves to Corporate Processing of Claims

(Change Date October 23, 2013)

Select Process.

If there is a pending correction for Claims Adjusted (CADJ), retry processing.

Refer to CWINRS guide, Chapter 5 AutoGED process for additional information for a pending correction.

h. Case Moves from 010 to 070 CAUT in Auto GED screen

(Change Date October 23, 2013)

Select the case, ensure there are no pending corrections, and click PROCESS.

i. Creating CER Folder Location

(Change Date October 23, 2013)

VR&E staff must first review the Beneficiary Identification and Records Locator Subsystem (BIRLS) in Share before creating a new CER folder to determine if any CER folders have already been created at another Regional Office (RO).

If a CER folder record does not currently exist in BIRLS, create a CER folder and enter the RO number (e.g. 372) for folder location.

If a CER folder record already exists in BIRLS and shows the record is located in another RO, request the CER folder and/or eFolder and update the electronic record, upon receipt of the claimant’s CER folder, to show the correct location of the CER folder.

BIRLS Inquiry, Folder Location screen can be found in the Share application. Refer to M21-1.II.6. and the Share User Guide.

Establish a CER folder location in BIRLS to update the Processing tab within the record.

On the Share Screen enter BFLD command, then enter 4-digit “Ready Screen” password.

j. Verifying CER Folder Location

(Change Date October 23, 2013)

Enter verification of CER folder location in CWINRS under the Processing tab within the record. History screen is complete.

k. Completing GED Claim Processing

(Change Date October 23, 2013)

To complete the GED claim processing, close AutoGED and return to CWINRS, upload the Tear Sheet into the claimant’s VBMS electronic record.

l. Verifying entitlement usage in Long Term Solution

(Change Date September 10, 2021)

VR&E staff, who is responsible for preparing the VR&E record, must determine if the claimant is in receipt of, has previously used any other VA education benefit, or completed a Transfer of Entitlement (TOE) by reviewing the Long Term Solution (LTS). If a TOE has been completed, the claimant’s dependent’s record must also be reviewed to determine if the transferred entitlement has been used.

Entitlement to other VA education programs that has been transferred but not used by the dependent must not be deducted from the number of months available under Chapter 31. VR&E staff must update the GED in CWINRS to indicate the correct months of entitlement used, as appropriate.

If entitlement used under other VA education benefits and/or Chapter 31 causes negative entitlement, VR&E staff must add one day of entitlement under the extended entitlement field to allow for processing of the application. VR&E staff must also place a case note in the electronic file regarding the addition of entitlement for the purpose of application processing.

m. GED Update

(Change Date June 4, 2021)

A GED update is used to take any of the following actions:

• Remove a temporary entitlement decision, memorandum rating, or in-service code
• Recalculate entitlement usage to correct identified errors, restore entitlement, extend entitlement, or reduce entitlement due to dependent's usage of transferred entitlement under another VA education program
• Add or remove a military retiree code and/or Individual Unemployability (IU) designation

n. Resolving Identified Issues

(Change Date October 23, 2013)

Refer any case-related technical questions using either one of the following:

1. Submitting a Trouble-ticket

(Change Date October 23, 2013)

If a problem is identified during the AutoGED processing and cannot be resolved locally, the responsible employee must submit a trouble-ticket at the National Service Desk by calling (855)-673-4957 (NSD-HELP).

The RO Information Resource Management (IRM) may also assist with submitting a trouble-ticket.

2. Contacting Designated Field Liaison

(Change Date October 23, 2013)

Alternately, the responsible employee may submit the details of the identified issue to their designated Field Liaison to obtain assistance.

o. Discrepancy of Data in Share

(Change Date October 1, 2020)

A discrepancy in the record data in Share will stop the AutoGED processing. For example, the AutoGED will not allow the same two service dates. The processing can be resumed once the record data discrepancy is fixed.

p. Reopening Claims

(Change Date December 7, 2017)

Special processing is necessary to allow the Share Ch31 Master Record to accept GED processing in these instances. Review the CER folder location in Share to ensure that the record is located within the VR&E Office’s jurisdiction.

CWINRS AutoGED will process the GED as a “New”, or first time, processing transaction. However, it will reopen in Share with an 88 code as the reapplication or reopened transaction.

1.09 Processing Application for Automatic Entitlement

(Change Date October 23, 2013)

On January 28, 2008, section 1631(b)(1) of NDAA, (Public Law 110-181) was enacted. It provides that a severely ill or injured Service member is automatically entitled to vocational rehabilitation services, without regard to a SCD rating or determination of employment handicap.

A severely ill or injured Service member is considered automatically entitled to Chapter 31 services upon the receipt of a completed VAF 28-1900, qualifying information related to the Servicemember’s military service, and attendance at the initial appointment. Refer to M28C.III.B.2 for additional information.

1.10 Required Actions After GED Processing

a. Eligibility and Appointment Notification

(Change Date October 23, 2013)

Once the application is processed and the claimant’s eligibility is established via the AutoGED processor, the claimant must be notified immediately of his or her eligibility and must be scheduled for an initial evaluation appointment in accordance with 38 C.F.R. §21.50.

The responsible VR&E staff must schedule the claimant’s initial evaluation and orientation in e-VA. Refer to M28C.IV.B.1.02.a for information on regarding comprehensive initial evaluation.

The VR&E staff member must notify the claimant of his or her initial evaluation appointment with a VRC in writing using VR-03, Appointment – CH31 Orientation. The letter includes the date, time, and place of the claimant’s scheduled initial evaluation appointment and the requirements prior to and during the meeting.

The letter may be sent via email or e-VA and a copy of the letter must be uploaded to the claimant’s electronic file in VBMS.

b. VAF 28-1902w, Information for Veteran Readiness and Employment Entitlement Determination

(Change Date December 18, 2024)

The VRC may request the claimant to complete and return the VAF 28-1902w prior to his or her scheduled initial evaluation appointment by downloading the form from https://www.va.gov/find-forms/ or the VRC may complete the form with the claimant during his or her initial evaluation.

During the initial evaluation, the VRC will review the form with the claimant to obtain any additional and/or missing information necessary to determine the claimant's entitlement to Chapter 31 benefits.

1. Tracking Scheduled Appointments

(Change Date July 19, 2023)

All appointments including both in-person and via telephone must be scheduled in e-VA. e-VA keeps a log of the claimant’s scheduled appointments. This tracking mechanism may be viewed in e-VA via the “Appointments” tab. The VRC must update e-VA appointments when the claimant has or has not reported for his or her scheduled appointment.

2. Appointment Confirmation

(Change Date July 2, 2014)

Prior to the claimant’s scheduled appointment, a VR&E staff member may attempt to contact the claimant by telephone or email to confirm the appointment, if time permits. The contact must be documented in an electronic case note.

1.11 Withdrawal of Claim

a. Prior to Scheduled Initial Appointment

(Change Date of May 14, 2020)

If the claimant requests all action on his or her chapter 31 claim be stopped, it is not necessary to provide the claimant VR-15,10-Day Missed Appointment Letter. The VRC must close the case immediately and inform the claimant of the action using VR-58, Chapter 31 Adverse Decision Letter. The letter must include VAF 20-0998.

b. During Orientation and/or Initial Intake Appointment

(Change Date October 1, 2020)

If the claimant attends orientation and/or initial intake evaluation appointment, but indicates he or she is not interested in participating in services, the claimant may withdraw his or her application if the following criteria are met:

A sufficient portion of the comprehensive assessment was not completed to render an entitlement determination. Specifically, a discussion regarding the claimant’s disability limitations, civilian work experience, military experience and education was not completed as this information is needed, at minimum, to identify if an employment handicap exists.

An entitlement decision was not made due to the claimant's request to withdraw his or her application.

The claimant indicates that he or she is no longer interested in pursuing VR&E services after learning about the program.

If these criteria are met, an entitlement determination documented on VAF-28-1902b is not required prior to discontinuance, but the VRC must document the situation in an electronic case note. The VRC must close the case immediately and inform the claimant of the action using VR-58 and VAF 20-0998.

1.12 Initial Evaluation Appointment

(Change Date March 7, 2019)

A claimant may opt to use Tele-counseling for his or her initial evaluation.

a. Prerequisites for Using Tele-counseling

(Change Date November 20, 2018)

The VRC must determine whether the claimant wishes to participate in Tele-counseling and if he or she has the equipment necessary to participate, as indicated below. In addition, all VRCs must have access to the scheduler tool, which is necessary to establish the Tele-counseling link. The link is how the claimant and VRC connect electronically. It is automatically emailed to the claimant when the VRC establishes the appointment via the scheduler tool. All prerequisites must be met prior to approval for participation in Tele-counseling.

b. Required Technology and Equipment

(Change Date November 20, 2018)

Tele-counseling uses the VA Video Connect application, which is accessible on any device with a webcam and microphone.

The following equipment is required for a claimant to participate in Tele-counseling:

• Computer, tablet or smartphone
• Webcam, laptop or mobile phone with integrated camera
• Integrated microphone
• Internet access
• Email address
• Valid phone number

It is not permissible to purchase the above equipment or technology simply for the individual to have the ability to participate in Tele-counseling. Refer to VA Video Connect for more information regarding this technology, to include an introductory video and instructions on how to download the application. Refer to Appendix DA for Instructions for use of VA Video Connect.

c. Limitations on the Use of Tele-counseling

(Change Date March 7, 2019)

Tele-counseling may be utilized in all statuses for chapter 31 participants, with the exception of the comprehensive independent living (IL) assessment, which must be completed in-person in the claimant’s home to ensure that all needs are identified and addressed.

d. Use of Tele-counseling

(Change Date May 17, 2023)

When using Tele-counseling during the orientation and initial evaluation phases of the rehabilitation process, it is necessary to take some additional steps, as follows:

Since the claimant will not be attending the orientation and initial evaluation in-person, the claimant is informed about the link to access and complete the VAF 28-1902w on the VA Forms website outlined in the VR-03. The claimant may submit the completed VAF 28-1902w and VAF 10-5345, Request for and Authorization to Release Medical Records or health Information, via email, e-VA, and/or regular mail using the VA VR&E Intake Center address at:

• Department of Veterans Affairs
• VR&E Intake Center
• P.O. Box 5210
• Janesville, WI 53547-5210

If the claimant has opted into e-VA, he or she will receive the VR&E Program Orientation and Orientation Video via e-VA to review.

If the claimant has not opted into e-VA, the VRC must send the link to the Orientation Video and may include Appendix EJ, Veteran Readiness and Employment Program Orientation, to the claimant via email.

If the VRC is unable to gather enough information to render an entitlement determination at the initial appointment the VRC must schedule a subsequent appointment to continue to gather enough information to make an entitlement determination.

If the claimant has not completed the VAF 28-1902w, the VRC must not cancel or reschedule the initial evaluation appointment, and the claimant’s case must not be closed for the sole reason that the claimant did not complete and submit the form. The VRC must complete the VAF 28-1902w with the claimant during the initial evaluation appointment by gathering the information to make an entitlement decision.

If the claimant would like to have anyone present during the Tele-counseling appointment, he or she must sign VAF 3288, Request for and Consent to Release of Information from Claimant’s Records, before the person may attend the Tele-counseling session.

e. Tele-counseling Etiquette

(Change Date May 29, 2019)

VR&E Service has added the following statement to the appointment notification which must be sent to the VR&E claimant:

“Please treat this meeting as if it were in-person meeting, to mean be professionally dressed; on-time; in a private, quiet setting with sufficient lighting; prepared to provide a detailed history of your past and current military, work, and education experiences; and limit your distractions. If you are driving or a passenger in an automobile during the scheduled Tele-counseling session, it will be immediately cancelled and rescheduled.”

In any instance, during the use of Tele-counseling, if claimant is not prepared or is engaging in behavior that is less than professional, the VRC must work with the claimant to address the issues and/or reschedule the appointment until such time the claimant is prepared to participate in a professional manner.

Please refer to M28C.III.C.3 for further information on claimant's responsibilities.

The case manager must treat the Tele-counseling appointment as an in-person meeting and must do the following:

• Ensure he or she is professionally dressed,
• Ensure the appointment is conducted in a private, quiet setting with sufficient lighting
• Ensure his or her desk is clear of PII

Ensure he or she is on camera (if the case manager is not on camera, it is not considered a face-to-face meeting).

f. Day of Initial Evaluation

(Change Date May 17, 2023)

On the day of the initial evaluation appointment, the VRC must start the meeting with a discussion of the orientation video to ensure the claimant understands the purpose of VR&E and would like to proceed.

g. VR&E Staff Acceptable Signatures

(Change Date December 19, 2018)

VR&E staff must sign all forms using the acceptable signatures specified in M28C.II.A.2.

Once the orientation part of the Tele-counseling session is completed, the VRC completes the initial evaluation in the same manner in which he or she would do if the claimant was physically present in the VRC’s office. Any form that includes a signature line for VR&E staff must be signed by the case manager and placed in the claimant's VR&E record.

h. Documentation Processing and Storing

(Change Date December 17, 2018)

It is not necessary for the VR&E participant to scan the documents used in the orientation and initial evaluation process; he or she may open the documents, type his or her name in the signature line, and return via email (preferably) or mail to the VRC. However, effective December 17, 2018, VR&E transitioned into a paperless environment for all new applications received on or after this date. As such, VR&E staff must follow all guidance in the “Transition to eFolder Playbook”. Additional information on this process can be accessed on the Talent Management System (TMS) under item # 4488155, on how to process these documents.

i. Initial Evaluation and Orientation

(Change Date May 17, 2023)

When the claimant reports to the appointment the VRC must ensure the claimant has a thorough understanding of the VR&E program and a comprehensive evaluation to determine if he or she is entitled to vocational rehabilitation services.

j. CWINRS Update

(Change Date July 2, 2014)

The VRC must update CWINRS by moving the case from Applicant (APP) status to Evaluation and Planning (EP) status when the claimant reports for his or her scheduled initial evaluation appointment. CWINRS must not be updated if the claimant reports solely to the Orientation session. Refer to M28C.III.A.1 for information on case status movement and the CWINRS User Guide for additional information on updating CWINRS for eligibility, entitlement, and scheduling related actions.