Union Notification – Minor Change to PMC VSR, VSC VSR, & RVSR Performance Standards
Incentive/Retention pay template letter and table
September 16, 2020DOL Revises FFCRA Regulations in Response to Court Decision
September 16, 2020that the Performance Standard Workgroup has made a minor change to the PMC VSR, VSC VSR, and RVSR Performance Standards/FAQs. In the Quality and Output Elements of the standards, the word “Challenge” has been replaced with “entry-level”. This is simply due to that fact that initial training for the perspective positions may not remain referenced as “Challenge.”
ELEMENT 1 – QUALITY (Critical)
ELEMENT 2 – TIMELINESS / WORKLOAD ASSIGNMENTS (Critical)
ELEMENT 3 – OUTPUT (Critical)
| Tier 1 | Tier 2 | Tier 3 | Tier 4 | |
|---|---|---|---|---|
| 070s | 010s | 010 DICI | 020 RSCDTHPMC | 450s |
| 170s | 020s | 095DICI | 020 SMDICPMC | 470s |
| 330s | 030s | 110 DILCI | 050 | 500s |
| 682 | 040s | 310s | 120s | 690s |
| 683 | 110s | 320s | 130s | 800s |
| 165 | 330s | 140s | 810s | |
| 680 | 510s | 150s | 820s | |
| 681 | 600s | 160s | 830s | |
| 684 | 689s | 180s | 840s | |
| 685 | 020 DNO | 190s | 850s | |
| 686 | 020 DESRRNAD | 290s | 860s | |
| 687 | 930 CLQEIR | 400s | 890s | |
| 688 | 930 CNQEIR | 410s | 960s | |
| 930s | 020 | 040 SCRPMC |
| Other Credit: | TBI Claims | ALS Claims | Examination(s) Ordering | MST Rating |
|---|---|---|---|---|
| Credit Value: | 0.4 | 0.4 | 0.4 | 0.4 |
| Credit Tier Table | ||||
|---|---|---|---|---|
| Issues Rated | 1 | 2 | 3 | 4 |
| 1 | 3.86 | 1.64 | 1.25 | 0.6 |
| 2 | 4.67 | 2.07 | 1.61 | 0.7 |
| 3 | 5.45 | 2.5 | 1.93 | 0.8 |
| 4 | 6.22 | 2.87 | 2.2 | 0.9 |
| 5 | 7 | 3.2 | 2.44 | 1 |
| 6 | 7.24 | 3.49 | 2.66 | 1.1 |
| 7 | 7.46 | 3.76 | 2.86 | 1.2 |
| 8 | 7.7 | 4.02 | 3.05 | 1.3 |
| 9 | 7.93 | 4.25 | 3.22 | 1.4 |
| 10 | 8.17 | 4.48 | 3.38 | 1.5 |
| 11 | 8.4 | 4.69 | 3.54 | 1.6 |
| 12 | 8.64 | 4.89 | 3.69 | 1.7 |
| 13 | 8.88 | 5.09 | 3.82 | 1.8 |
| 14 | 9.11 | 5.28 | 3.95 | 1.9 |
| 15 | 9.35 | 5.48 | 4.08 | 2 |
| 16 | 9.58 | 5.68 | 4.21 | 2.1 |
| 17 | 9.82 | 5.87 | 4.34 | 2.2 |
| 18 | 10.04 | 6.07 | 4.47 | 2.3 |
| 19 | 10.28 | 6.26 | 4.6 | 2.4 |
| 20 | 10.52 | 6.26 | 4.73 | 2.5 |
| 21 | 10.75 | 6.65 | 4.87 | 2.6 |
| 22 | 10.99 | 6.85 | 5 | 2.7 |
| 23 | 11.22 | 7.05 | 5.13 | 2.8 |
| 24 | 11.46 | 7.24 | 5.26 | 2.9 |
| 25 | 11.69 | 7.44 | 5.39 | 3 |
| 26 | 11.93 | 7.63 | 5.52 | 3.1 |
| 27 | 12.16 | 7.83 | 5.65 | 3.2 |
| 28 | 12.4 | 8.02 | 5.78 | 3.3 |
| 29 | 12.64 | 8.22 | 5.91 | 3.4 |
| 30 | 12.86 | 8.42 | 6.04 | 3.5 |
ELEMENT 4 – EFFICIENCY RDC (Non-Critical)
GENERAL QUESTIONS
ELEMENT 1 – QUALITY (Critical)
ELEMENT 2 – TIMELINESS / WORKLOAD ASSIGNMENTS (Critical)
ELEMENT 3 – OUTPUT (Critical)
| Other Credit: | MST Claims | Character of Discharge (COD) Claims | Suspense Only Update (All Claims) |
|---|---|---|---|
| Credit Value: | 0.4 | 0.4 | 0.2 |
| Tier 1 | Tier 2 | Tier 3 | |
|---|---|---|---|
| Development Only (No Examination) | 070s 120s 170s 190s 335 336 | 010s 020s 030s 040s 110s 130s 140s 150s 163 164 165 180s 290s 330 331 332 333 334 337 338 339 400s 410s 930s | 010 DICI 050s 090s 110 DILCI 160 161 162 166 167 168 169 310s 320s 420s 450s 470s 500s 510s 590s 600s 680 681 684 685 686 687 688 689 690s 800s 810s 820s 830s 840s 850s 860s 890s 960s |
| Development With Examination(s) | 070s 170s 335 336 | 010s 020s 030s 040s 110s 120s 130s 140s 150s 160s 180s 190s 290s 330 331 332 333 334 337 338 339 400s 410s 930s | 010 DICI 050s 090s 110 DILCI 310s 320s 420s 450s 470s 500s 510s 590s 600s 680 681 684 685 686 687 688 689 690s 800s 810s 820s 830s 840s 850s 860s 890s 960s |
| Ready for Decision | 040s 070s 170s | 010s 020s 030s 110s 120s 130s 140s 150s 180s 190s 290s 330s 400s 410s 600s 930s | 010 DICI 050s 090s 110DILCI 160s 310s 320s 420s 450s 470s 500s 510s 590s 680 681 684 685 686 687 688 689 690s 800s 810s 820s 830s 840s 850s 860s 890s 960s |
| Award | 010 DICI 110 DILCI 120s 180s 190s 330 331 332 333 334 337 338 339 | 030s 040s 070s 130s 140s 150s 163 164 165 170s 290s 335 336 400s 410s 600s 930s | 010s 020s 050s 090s 110s 160 161 162 166 167 168 169 310s 320s 420s 450s 470s 500s 510s 590s 680 681 684 685 686 687 688 689 690s 800s 810s 820s 840s 850s 860s 890s 960s |
| Auth | 070s 170s 190s | 010s 020s 030s 040s 110s 120s 130s 140s 160s 180s 290s 310s 320s 335 336 400s 600s 930s | 010 DICI 050s 090s 110 DILCI 330 331 332 333 334 337 338 339 410s 420s 450s 470s 680 681 684 685 686 687 688 689 690s 800s 810s 820s 830s 840s 850s 860s 890s 960s |
| Closed | 500s | 010s 010 DICI 020s 030s 040s 050s 070s 090s 110s 110 DILCI 120s 130s 140s 150s 160s 170s 180s 190s 290s 310s 320s 330s 400s 410s 420s 450s 470s 510s 590s 600s 680 681 684 685 686 687 688 689 690s 930s 960s | 800s 810s 820s 830s 840s 850s 860s 890s |
| Ready For Decision | Award | Authorization | Credit Tiers |
|---|---|---|---|
| Transaction Type | 1 | 2 | 3 |
| RFD | 1.032 | 0.915 | 0.667 |
| AWD | 1.672 | 1.672 | 0.899 |
| Authorization | 1.072 | 0.759 | 0.554 |
| Closed | 2.126 | 0.918 | 0.653 |
ELEMENT 4 – EFFICIENCY (Non-Critical)
GENERAL QUESTIONS
Assisting Claimants with timely and accurate claims processing and administering all possible earned benefits to Veterans and families is of vital importance. Additionally, completing training, while actively helping both co-workers and the agency, supports the tenets the VA Core Values to include excellent service to Veterans.
ELEMENT 1 – QUALITY (Critical)The Veterans Service Representative (VSR) must consistently and conscientiously exercise sound, equitable judgment in applying stated laws, regulations, policies and procedures to ensure accurate information is disseminated to Veterans and accurate decisions are provided on all benefit claims administered by the Department of Veterans Affairs.
StandardQuality of Work
Fully Successful LevelGS-5/GS-7, or fewer than 12 months in the position: The accuracy rate during the evaluation period equals or exceeds the fully successful quality threshold values in Table 1 in Appendix A: Quality Thresholds.
GS-9, or between 12 and 24 months in the position: The accuracy rate during the evaluation period equals or exceeds the fully successful quality threshold values in Table 2 in Appendix A: Quality Thresholds.
GS-10, or greater than 24 months in the position: The accuracy rate during the evaluation period equals or exceeds the fully successful quality threshold values in Table 2 in Appendix A: Quality Thresholds.
GS-11: The accuracy rate during the evaluation period equals or exceeds the fully successful quality threshold values in Table 2 in Appendix A: Quality Thresholds.
ExceptionalGS-5/GS-7, or fewer than 12 months in the position: The accuracy rate during the evaluation period equals or exceeds the exceptional quality threshold values in Table 1 in Appendix A: Quality Thresholds.
GS-9, or between 12 and 24 months in the position: The accuracy rate during the evaluation period equals or exceeds the exceptional quality threshold values in Table 2 in Appendix A: Quality Thresholds.
GS-10, or greater than 24 months in the position: The accuracy rate during the evaluation period equals or exceeds the exceptional quality threshold values in Table 2 in Appendix A: Quality Thresholds.
GS-11: The accuracy rate during the evaluation period equals or exceeds the exceptional quality threshold values in Table 2 in Appendix A: Quality Thresholds.
GS-11: The accuracy rate during the evaluation period equals or exceeds the exceptional quality threshold values in Table 2 in Appendix A: Quality Thresholds.
All work completed as a VSR is eligible/subject to quality review including, but not limited to, work completed during overtime, compensatory time, and credit hours.
NOTE: Randomly selected actions must reflect an appropriate mix of work performed by the employee throughout the month (i.e., not from a single day or single week).
Current performance tracking systems in place will be used and randomized in order to select cases for quality review.
During the first 90 days following the completion of entry-level training (regardless of entry grade), informal quality assessments should occur. The VSR must use the approved performance tracking system upon return from Challenge due to the initial informal assessment period. The VSR will continue using the approved performance tracking system after 90 days from completion of Challenge for formal quality assessments.
The VSR will update records and systems in accordance with national guidance. Updating records and ensuring systems compliance (which is included in established quality guidance) is essential to accurately completing claims.
Indicators• Individual Quality Reviews
ELEMENT 2 – TIMELINESS / WORKLOAD ASSIGNMENTS (Critical)The VSR will perform work using all appropriate workload assignments, tools and processes in order to complete work in a timely manner. The VSR will process claims timely in support of the National Work Queue (NWQ) to include taking appropriate actions in support of the Regional Office’s Time in Queue (TIQ) measures and national TIQ targets. The VSR will timely work claims as measured by the individual employee’s Time in Queue understanding priorities on a given day could be established by the NWQ or supervisor different than solely working claims in the queue the longest.
The VSR is responsible for the type of work respective to his/her assigned duties and must meet the fully successful level for both sub-elements to be successful for the element.
Local management will be responsible for assigning the types of work to be completed.
Sub-ElementTimeliness of Corrective Actions
Fully Successful Level (GS-5/7/9/10/11)There will be no more than three (3) documented instances of failure to complete a returned corrective action within five (5) business days of the case being returned for correction and while the employee is on duty. Those corrective actions include, but are not limited to, In-Process Reviews (IPRs), Individual Quality Reviews (IQRs), avoidable deferrals, and special reviews.
Extenuating circumstances will be considered, and the VSR is responsible for notifying the supervisor of the situation. An instance will not be called until after the first notification of non-compliance under this element.
Sub-ElementWorkload Assignments
Fully Successful Level (GS-5/7/9/10/11)The VSR must manage his/her workload in accordance with locally established workload assignments and in support of VBA’s national workload strategy and the NWQ. There will be no more than three (3) documented instances where the VSR fails to complete assigned work.
Extenuating circumstances will be considered, and the VSR is responsible for notifying the supervisor of the situation. An instance will not be called until after the first notification of non-compliance under this element.
Indicators for Both Sub-Elements • PA&I Reports• Local Tracking Reports
• Supervisory Observation
• NWQ Playbook
• Workload Assignments
• Employee Average Time in Queue
Exceptional
The VSR is exceptional if there is no more than one (1) documented instance where the VSR fails to complete corrections or assigned workload.
ELEMENT 3 – OUTPUT (Critical)The VSR will completed a minimum cumulative average number of weighted actions based upon work processed per pay period. For all claims related work processed, weighted work credits are based on upon the time a claims processing activity takes, factoring the number of contentions, action taken, and type of end product.
Calculation of weighted output is based on 100% availability. Time spent on leave, training, and other categories of approved excluded time will be deducted to determine available hour sin the pay period and pro-rate the employee’s output target.
StandardCompleted weighted transactions per pay period cumulatively:
Fully Successful and Exceptional Levels| Rating Development/Post/IDES | Fully Successful | Exceptional |
|---|---|---|
| GS-5 | 83 | 115 |
| GS-7/<12 months | 99 | 132 |
| GS-9/12-24 months | 117 | 150 |
| GS-10/>24 months | 119 | 152 |
| GS-11 | 128 | 168 |
| Not-Rating/Appeals | Fully Successful | Exceptional |
|---|---|---|
| GS-5 | 70 | 97 |
| GS-7/<12 months | 85 | 115 |
| GS-9/12-24 months | 103 | 136 |
| GS-10/>24 months | 107 | 142 |
| GS-11 | 108 | 147 |
Development transactions
- Initial Development: Complete all necessary actions to develop a claim or appeal.
- Supplemental Development or Suspense Only: Review all systems, review new mail, conduct directed development, and take all necessary actions to complete supplemental development in order to update tracked item suspense date(s). Changing a suspense date or reason after the development cycle is appropriately reviewed and when no other development can be done at that time.
- Ready for Decision: Ensure all evidence is received, reviewed, and uploaded to move the claim or appeal forward to the ready for decision cycle/status.
Other countable transactions include: Complete Tracked Items Only, Ready to Work, Close/Pending EP Cleared, Continued at Authorization due to partial decision, and some Returns to Open to include a deferral to another employee or an award returned for correction to another employee. Self-returns are not countable.
Promulgation: Generate an award and notification letter based on a decision, generate a correspondence letter, or release a Statement of the Case (SOC) and clear an end product appropriately.
Authorization: Ensure all evidence is received and all systems are accurately updated, verify the accuracy of the award and notification letter, and authorize or return the end product to correct an error.
Note: Transactions which are corrections for an employee’s own errors will not be counted as creditable.
Please see the attached weighted crediting table in the Frequently Asked Questions to determine the weight attached to each creditable transaction.
Indicators
• Approved performance tracking system for tracking throughputs and excluded time
• PA&I transaction reports
Employees’ work completed during the first 90 days following the completion of in-residence entry-level training, regardless of entry grade, will be monitored for training and feedback purposes. The transactional output requirements above will begin 90 days after completion of entry-level training.
Leave, union time, meetings, training, and assigned special projects which are pre-approved at the discretion of the supervisor are considered excluded time. Informal training may be considered excluded time if pre-approved by the supervisor.
Excluded time does not include items such as routine workload management, emails, complex cases, or other locally determined scenarios. These items were factored into developing the fully successful throughput levels.
The VSR is expected to complete full development, place phone calls as needed, and take all appropriate actions at one time to provide the best service to Veterans.
All hours worked and all work completed are countable under this output requirement to include, but not limited to, work completed during overtime, compensatory time, and credit hours.
Exceptional
A VSR’s exceptional achievement is defined in the tables above.
ELEMENT 4 – EFFICIENCY (Non-Critical)
Sub-ElementFYTD Ready for Decision (RFD) Efficiency The Veterans Service Representative (VSR) must consistently and conscientiously apply sound judgement in applying laws, regulations, policies and procedures to ensure accurate ready-for-decision determinations are administered. Ready-for-Decision (RFD) refers to the point in the claims process when all requisite development actions have occurred, and a claim is determined to be ready for assignment to a decision-maker. The goal of this metric is to improve the quality of claims deemed RFD, allowing more claim completions without unnecessary delays, and to reduce the number of claims that move backward in the process due to additional development actions required.
Standard
RFD efficiency is an overall percentage of work performed by a VSR that moves forward in the process without additional development actions required.
Fully Successful LevelGS-5: Efficiency must equal or exceed 54%
GS-7: Efficiency must equal or exceed 58%.
GS-9: Efficiency must equal or exceed 62%.
GS-10: Efficiency must equal or exceed 63%.
GS-11: Efficiency must equal or exceed 64%.
Exceptional
GS-5: Efficiency must equal or exceeds 57%
GS-7: Efficiency must equal or exceed 62%.
GS-9: Efficiency must equal or exceed 67%.
GS-10: Efficiency must equal or exceed 68%.
GS-11: Efficiency must equal or exceed 70%.
IDES Rating VSRsFully Successful Level
GS-5: Efficiency must equal or exceed 79%
GS-7: Efficiency must equal or exceed 80%.
GS-9: Efficiency must equal or exceed 81%.
GS-10: Efficiency must equal or exceed 82%.
GS-11: Efficiency must equal or exceed 83%.
Exceptional
GS-5: Efficiency must equal or exceed 84%
GS-7: Efficiency must equal or exceed 85%.
GS-9: Efficiency must equal or exceed 86%.
GS-10: Efficiency must equal or exceed 87%.
GS-11: Efficiency must equal or exceed 88%.
Sub-Element
FYTD Award EfficiencyThe Veterans Service Representative (VSR) must consistently and conscientiously apply sound judgement in applying laws, regulations, policies and procedures to ensure accurate award determinations are administered. Award generation refers to the point in the claims process when the VSR generates the award, which may or may not grant monetary benefits. The goal of this metric is to improve the quality of claims in which awards are being generated, which will lead to less rework and higher efficiency.
Standard Award efficiency is an overall percentage of work performed by a VSR that moves forward to authorization status without subsequent award return for corrective action from an authorizing VSR. Fully Successful LevelGS-5: Efficiency must equal or exceed 84%
GS-7: Efficiency must equal or exceed 88%.
GS-9: Efficiency must equal or exceed 92%.
GS-10: Efficiency must equal or exceed 93%.
GS-11: Efficiency must equal or exceed 94%.
ExceptionalGS-5: Efficiency must equal or exceed 89%
GS-7: Efficiency must equal or exceed 92%.
GS-9: Efficiency must equal or exceed 95%.
GS-10: Efficiency must equal or exceed 96%.
GS-11: Efficiency must equal or exceed 97%.
IndicatorsPA&I Reports
ELEMENT 5 – TRAINING & COLLABORATION (Non-Critical)The VSR will stay abreast of current laws and regulations, work processes, policies and procedures, and computer applications in order to provide optimum service to our Claimants. VSRs are encouraged to actively participate in developmental activities for themselves and others. For example, this may include volunteering to conduct needed training, mentoring and second signature reviews.
It is the responsibility of supervisors to provide VSRs with a training schedule in advance so they can complete their training requirements. It is the responsibility of the VSR to complete all required training within established guidelines.
VSRs must collaborate to provide exceptional customer service to both internal and external customers. These customers include peers and external stakeholders. Engaging in team activities, embracing change, and embodying flexibility, are all aspects of collaboration
StandardEmployee Development and Collaboration
Fully Successful (All GS Levels)
During the evaluation period, the VSR will complete mandated training hours and courses within assigned deadlines. These training hours include core technical requirements, nationally assigned training courses, consistency studies, and local training courses.
During the reporting period, the VSR must collaborate to provide exceptional customer service to both internal and external customers. These customers include peers and external stakeholders. Engaging in team activities, embracing change, and embodying flexibility, are all aspects of collaboration.
There will be no more than three (3) documented instances where the VSR fails to comply with this element.
Extenuating circumstances will be considered, and the VSR is responsible for notifying the supervisor of the situation.
Consistency studies, Skill Certification, Individual Performance Reviews (IPRs), and National Work Queue (NWQ) avoidable deferrals will be used by the employee and supervisor to identify training needs.
ExceptionalThe VSR is exceptional if there are zero (0) documented instances where the VSR fails to comply with this element.
Indicators• TMS
• Supervisory Observation
• Consistency studies, Skill Certification, IPRs and NWQ avoidable deferrals
NATIONAL PERFORMANCE PLAN PENSION MANAGEMENT CENTER (PMC) VETERANS SERVICE REPRESENTATIVE
Assisting Claimants with timely and accurate claims processing and administering all possible earned benefits to Veterans and families is of vital importance. Additionally, completing training, while actively helping both co-workers and the agency, supports the tenets of transformation to include improving both the Employee and Veteran experiences.
ELEMENT 1 – QUALITY (Critical)
The PMC Veterans Service Representative (VSR) must consistently and conscientiously exercise sound, equitable judgment in applying stated laws, regulations, policies and procedures to ensure accurate information is disseminated to Veterans and accurate decisions are provided on all benefit claims administered by the Department of Veterans Affairs.
StandardQuality of Work
Fully Successful LevelGS-7, or fewer than 12 months in the position: The accuracy rate during the evaluation period equals or exceeds the fully successful quality threshold values in Table 1: GS-7 < 12 Months Quality Threshold Tab
GS-9, or between 12 and 24 months in the position: The accuracy rate during the evaluation period equals or exceeds the fully successful quality threshold values in Table 2: GS-9+ < 12 Quality threshold Table
GS-10, or greater than 24 months in the position: The accuracy rate during the evaluation period equals or exceeds the fully successful quality threshold values in Table 2: GS-9+ < 12 Quality threshold Table
GS-11: The accuracy rate during the evaluation period equals or exceeds the fully successful threshold values in Table 2: GS-9+ < 12 Quality threshold Table
ExceptionalGS-7, or fewer than 12 months in the position: The accuracy rate during the evaluation period equals or exceeds the exceptional quality threshold values in Table 1: GS-7 < 12 Months Quality Threshold Tab
GS-9, or between 12 and 24 months in the position: The accuracy rate during the evaluation period equals or exceeds the exceptional quality threshold values in Table 2: GS-9+ < 12 Quality threshold Table
GS-10, or greater than 24 months in the position: The accuracy rate during the evaluation period equals or exceeds the exceptional quality threshold values in Table 2: GS-9+ < 12 Quality threshold Table
GS-11: The accuracy rate during the evaluation period equals or exceeds the exceptional quality threshold values in Table 2: GS-9+ < 12 Quality threshold Table
Management will make a random selection of transactions (as defined in Element 3) per month regardless of number of actions involved, and he/she will review the quality of all actions completed per established quality guidance.
All work completed as a VSR is eligible/subject to quality review including, but not limited to, work completed during overtime, compensatory time, and credit hours.
NOTE: Randomly selected actions must reflect an appropriate mix of work performed by the employee throughout the month (i.e., not from a single day or single week).
Current performance tracking systems in place will be used and randomized in order to select cases for quality review.
During the first 90 days following the completion of entry-level training (regardless of entry grade), informal quality assessments should occur. The VSR must use the approved performance tracking system upon completion of entry-level training to the initial informal assessment period. The VSR will continue using the approved performance tracking system after 90 days from completion of entry-level training for formal quality assessments.
The VSR will update records and systems in accordance with national guidance. Updating records and ensuring systems compliance (which is included in established quality guidance) is essential to accurately completing claims.
Indicators• Individual Quality Reviews
ELEMENT 2 – TIMELINESS / WORKLOAD ASSIGNMENTS (Critical)The VSR will perform work using all appropriate workload assignments, tools and processes in order to complete work in a timely manner. The VSR will process claims timely in support of the local/national workload management systems to include taking appropriate actions in support of the Regional Office’s and national timeliness targets.
The VSR is responsible for the type of work respective to his/her assigned duties and must meet the fully successful level for both sub-elements to be successful for the element.
Local management will be responsible for assigning the types of work to be completed.
Sub-ElementTimeliness of Corrective Actions
Fully Successful Level (GS-7/9/10/11)
There will be no more than three (3) documented instances of failure to complete a returned corrective action within five (5) business days of the case being returned for correction and while the employee is on duty. Those corrective actions include, but are not limited to, In-Process Reviews (IPRs), Individual Quality Reviews (IQRs), avoidable deferrals, and special reviews.
Extenuating circumstances will be considered, and the VSR is responsible for notifying the supervisor of the situation. An instance will not be called until after the first notification of non-compliance under this element.
Sub-ElementWorkload Assignments
Fully Successful Level (GS-7/9/10/11)
The VSR must manage his/her workload in accordance with locally established workload assignments and in support of VBA’s national workload strategy. There will be no more than three (3) documented instances where the VSR fails to complete assigned work
Extenuating circumstances will be considered, and the VSR is responsible for notifying the supervisor of the situation. An instance will not be called until after the first notification of non-compliance under this element.
Indicators for Both Sub-Elements• PA&I Reports
• Local Tracking Reports
• Supervisory Observation
• Workload Assignments
• Nationally defined station timeliness targets.
ExceptionalThe VSR is exceptional if there is no more than one (1) documented instance where the VSR fails to complete corrections or assigned workload.
ELEMENT 3 – OUTPUT (Critical)The VSR will complete a minimum number of outputs/transactions per pay period. Distinct transactions are defined as a bundle of one or more transactions processed by one employee on a specific End Product (EP) by claim and by day. These transactions result in the Veteran’s claim or appeal moving forward. For example, an employee who creates three tracked item transactions on a single claim on one day would complete three total transactions but only one weighted transaction.
All EPs were considered when reviewing transactional data to determine attainable levels by grade and team. This calculation is based upon 100% availability. Time spent on leave, training and other categories of approved excluded time will be deducted to determine available hours in the pay period and pro-rate the employee’s expected completed distinct transactions.
StandardCompleted work credits per pay period cumulatively:
| VSR | Fully Successful | Exceptional |
|---|---|---|
| GS-7/<12 months | 54 | 88 |
| GS-9/12-24 months | 84 | 110 |
| GS-10/>24 months | 88 | 120 |
| GS-11 | 97 | 129 |
Development transactions
- Initial Development: Complete all necessary actions to develop a claim or appeal.
- Telephone Development: Complete the necessary phone development and ensure a VA Form 20-0820 is uploaded to the VBMS record. VSRs should not upload a VA Form 20-0820 for phone call attempts where the claimant is not successfully contacted; therefore, will not receive transaction credit. The exception to this is when the attempt moves the claim to next step in the claims process (i.e. Brady Bill calls). A VA Form 20-0820 must be uploaded for this exception resulting in transaction credit.
- Supplemental Development or Suspense Only: Review all systems, review new mail, conduct directed development, and take all necessary actions to complete supplemental development in order to update tracked item suspense date(s).
Changing a suspense date or reason after the development cycle is appropriately reviewed and when no other development can be done at that time
- Ready for Decision: Ensure all evidence is received, reviewed, and uploaded to move the claim or appeal forward to the ready for decision cycle/status.
- Administrative Decision: Upon completion of an administrative decision and in order to receive the appropriate transactional credit, ensure systems are updated following the procedures outlined in the Frequently Asked Questions.
- Second Signature Review/Claims Involving Due Process: The VSR must enter a “second signature review” tracked item to ensure he/she receives appropriate weighted transaction credit. The authorizer will receive credit for the EP PCLR and updating the suspense date on the EP 600.
Other countable transactions include: Complete Tracked Items Only, Close/Pending EP Cleared, Continued at Authorization due to partial decision, and some Returns to Open to include a deferral to another employee or an award returned for correction to another employee. Self-returns and changes to ready to work status are not countable.
Promulgation: Generate an award and notification letter based on a decision, generate a correspondence letter, or release a Statement of the Case (SOC) and clear an end product appropriately.
Authorization: Ensure all evidence is received and all systems are accurately updated, verified, the accuracy of the award and notification letter, and authorize or return the end product to correct an error.
Note: Transactions which are corrections for an employee’s own errors will not be counted for weighted transaction purposes.
Indicators• Approved performance tracking system for tracking throughputs and excluded time
• PA&I transaction reports
Employees’ work completed during the first 90 days following completion of entry-level training, regardless of entry grade, will be monitored for training and feedback purposes. The transactional output requirements above will begin 90 days after completion of entry-level training
Leave, union time, meetings, training, and assigned special projects, which are pre-approved at the discretion of the supervisor are considered excluded time. Informal training may be considered excluded time if pre-approved by the supervisor.
Excluded time does not include items such as routine workload management, emails, complex cases, or other locally determined scenarios. These items were factored into developing the fully successful throughput levels.
The VSR is expected to complete full development, place phone calls as needed, and take all appropriate actions at one time to provide the best service to Veterans.
All hours worked and all work completed are countable under this output requirement to include, but not limited to, work completed during overtime, compensatory time, and credit hours.
ExceptionalA VSR’s exceptional achievement is defined in the tables above.
ELEMENT 4 – TRAINING (Non-Critical)
The VSR will stay abreast of current laws and regulations, work processes, policies and procedures, and computer applications in order to provide optimum service to our Claimants.
Employees are encouraged to actively participate in self-developmental activities.
StandardEmployee development
Fully Successful Level (GS-7/9/10/11)During the evaluation period, the VSR will complete mandated training hours and courses within assigned deadlines. These training hours include core technical requirements, nationally assigned training courses, consistency studies, and local training courses.
There will be no more than three (3) documented instances where the VSR fails to complete assigned training by the assigned due date.
Extenuating circumstances will be considered, and the VSR is responsible for notifying the supervisor of the situation.
Consistency studies, Skill Certification, Individual Performance Reviews (IPRs), Individual Quality Reviews (IQRs) and avoidable deferrals will be used by the employee and supervisor to identify training needs.
Indicators• TMS
• Supervisory Observation
• Consistency studies, Skill Certification, IPRs, and avoidable deferrals
ExceptionalThe VSR is exceptional if there are zero (0) documented instances where the VSR fails to complete assigned training by the assigned due date.
ELEMENT 5 – Organizational Support (Non-critical)
VSRs will provide exceptional customer service to Claimants by serving as active team members to resolve claims. VSRs will maintain professional, positive, and helpful relationships with all Veterans, as well as internal and external stakeholders, by exercising tact, discretion, diplomacy, and cooperation (whether in person, in writing, or by telephone).
VSRs will engage in change management and remain flexible in a dynamic work environment. VSRs will assist in adjusting to new tools, policies, or procedures in support of agency goals. VSRs will contribute to the group effort by supporting co-workers with technical expertise and open communication. VSRs will handle differences of opinion in a professional manner. VSRs will accept constructive feedback and mentoring. VSRs will raise concerns, identify problems, and should offer solutions in a constructive manner.
StandardOrganizational Support / Customer Service
Fully Successful (GS-7/9/10/11)
VSRs demonstrate positive customer service and organizational support in their daily work, which includes, but is not limited to, the criteria described above.
No more than 3 instances of valid complaints or incidents.*
Indicators• Verbal and/or written feedback from internal and/or external customers
• Observations by a supervisor with the complaint documented
• Indication of creating avoidable rework through local supervisory observation/workload systems or national workload systems
*A valid complaint or incident is one where a review by the supervisor, after considering both sides of the issue, reveals that the complaint/incident should have been handled more prudently and was not unduly aggravated by the complainant. Disagreeing, per se, does not constitute “discourtesy.” Valid complaints or incidents will be determined by the supervisor and discussed with the employee.
Another valid incident occurs if it is found an employee is intentionally completing only some of the needed development actions creating workload churn, resulting in rework. Valid complaints or incidents will be determined by the supervisor and discussed with the employee.
ExceptionalThe VSR is exceptional if there are zero (0) documented instances of valid complaints.
NATIONAL PERFORMANCE PLAN RATING VETERANS SERVICE REPRESENTATIVE (RVSR)
Assisting Veterans with timely and accurate claims processing and administering all possible benefits to Veterans and families is of vital importance. Additionally, completing training, while actively helping both co-workers and the agency, supports the tenets of improving both the Employee and Veteran experiences.
ELEMENT 1 – QUALITY (Critical)
The RVSR must consistently and conscientiously exercise sound, equitable judgment in applying stated laws, regulations, policies and procedures to ensure accurate information is disseminated to Veterans and accurate decisions are provided on all benefit claims administered by the Department of Veterans Affairs.
StandardQuality / Accuracy of Work
Fully SuccessfulExperience level is defined by time in position:
6-12 months:The accuracy rate during the evaluation period equals or exceeds the fully successful quality threshold values in Table 1 in Appendix A: Quality Thresholds
13-18 months:The accuracy rate during the evaluation period equals or exceeds the fully successful quality threshold values in Table 2 in Appendix A: Quality Thresholds
19-24 months:The accuracy rate during the evaluation period equals or exceeds the fully successful quality threshold values in Table 3 in Appendix A: Quality Thresholds
25+ months:The accuracy rate during the evaluation period equals or exceeds the fully successful quality threshold values in Table 3 in Appendix A: Quality Thresholds
Exceptional 6-12 months:The accuracy rate during the evaluation period equals or exceeds the fully exceptional quality threshold values in Table 1 in Appendix A: Quality Thresholds
13-18 months:The accuracy rate during the evaluation period equals or exceeds the fully exceptional quality threshold values in Table 2 in Appendix A: Quality Thresholds
19-24 months:The accuracy rate during the evaluation period equals orexceeds the fully exceptional quality threshold values Table 3 in Appendix A: Quality Thresholds
25+ months:The accuracy rate during the evaluation period equals or exceeds the fully exceptional quality threshold values in Table 3 in Appendix A: Quality Thresholds
Management will make a random selection of transactions (as defined in Element 3) per month regardless of number of actions involved. The reviewer will review the quality of each action completed per established quality guidance. This includes completed cases and partial ratings to determine the accuracy of the originator.
All work completed by the RVSR is eligible/subject to quality review including work completed during overtime, comp time, and credit hours.
NOTE: The selection of actions, while random, must reflect an appropriate mix of work performed by the employee throughout the month (i.e. not from a single day or single week).
Current performance tracking systems in place will be used and randomized in order to select cases for quality review.
During the first 180 days following the completion of entry-level training (regardless of entry grade), informal quality assessments should occur. The RVSR must use the approved performance tracking system upon return from Challenge due to the initial informal assessment period. The RVSR will continue using the approved performance tracking system after 180 days from completion of Challenge for formal quality assessments.
The RVSR will update records and systems in accordance with national guidance. Updating records and ensuring systems compliance (which is included in established quality guidance) is essential to accurately completing claims.
Indicators• Individual Quality Reviews
ELEMENT 2 – TIMELINESS / WORKLOAD ASSIGNMENTS (Critical)The RVSR will perform work using all appropriate workload assignments, tools and processes in order to complete work in a timely manner. The RVSR will process claims timely in support of the National Work Queue (NWQ) to include taking appropriate actions in support of the Regional Office’s Time in Queue (TIQ) measures and national TIQ targets. The RVSR will timely work claims as measured by the individual employee’s Time in Queue understanding priorities on a given day could be established by the NWQ or supervisor different than solely working claims in the queue the longest.
The RVSR is responsible for the type of work respective to his/her assigned duties and must meet the fully successful level for both sub-elements to be successful for the element.
Local management will be responsible for assigning the types of work to be completed.
Sub-ElementTimeliness of Corrective Actions
Fully Successful (All GS Levels)There will be no more than three (3) documented instances of failure to complete a returned corrective action within five (5) business days of the case being returned for correction and while the employee is on duty. Those corrective actions include, but are not limited to, In-Process Reviews (IPRs), Individual Quality Reviews (IQRs), avoidable deferrals, second-signer reviews, and special reviews.
Extenuating circumstances will be considered, and the RVSR is responsible for notifying the supervisor of the situation. An instance will not be called until after the first notification of non-compliance under this element.
ExceptionalThe RVSR is exceptional if there is no more than one (1) documented instance where the RVSR fails to complete corrections.
Sub-ElementWorkload Assignments
Fully Successful (All GS Levels)The RVSR must manage his/her workload in accordance with locally established workload assignments and in support of VBA’s national workload strategy and the NWQ. There will be no more than three (3) documented instances where the RVSR fails to complete assigned work.
Extenuating circumstances will be considered, and the RVSR is responsible for notifying the supervisor of the situation. An instance will not be called until after the first notification of non-compliance under this element.
ExceptionalThe RVSR is exceptional if there is no more than one (1) documented instance where the RVSR fails to complete assigned workload.
Indicators for Both Sub-Elements• PA&I Reports
• Local Tracking Reports
• Supervisory Observation
• NWQ Playbook
• Workload Assignments
• Employee Average Time in Queue
ELEMENT 3 – OUTPUT (Critical)The RVSR will complete a minimum cumulative average number of weighted actions based upon completed ratings per pay period. For all rating decisions completed, weighted work credit is based upon the time a rating decision takes, factoring in number of contentions and type of EP. There is also additional credit warranted for certain types of claims requiring additional claims processing activity and ordering examinations.
All EPs were considered when reviewing transactional data to determine attainability by experience levels. This calculation is based upon 100% availability. Time spent on leave, training and other categories of approved excluded time will be deducted to determine available hours in the pay period and pro-rate the employee’s expected completed weighted actions.
The RVSR processes a minimum cumulative average number of weighted actions on rating decisions completed.
NOTE: Corrections for an employee’s own errors will not be counted as a weighted work credit.
Fully Successful and Exceptional (see below chart):
Experience levels are defined by time in position. Completed weighted work credits are counted per pay period cumulatively.
| RVSRs* | Fully Successful | Exceptional |
|---|---|---|
| 6-12 months | 63 | 87 |
| 13-18 months | 70 | 89 |
| 19-24 months | 75 | 94 |
| 25+ months | 84 | 102 |
| Development Specific Questions |
|---|
| 1. Was proper development notification provided to the Veteran / claimant completed as required by regulations and/or the manual? |
| Error Description |
| Development letter addressing 5103 and/or evidence requirement for claimed issues, not sent |
| Development letter addressing 5103 and/or evidence requirement for claimed issues was sent but lacked critical information |
| General (not subject to 5103) development letter and/or evidence requirement for claimed issues, not sent |
| General (not subject to 5103) development letter and/or evidence requirement for claimed issues was sent but lacked critical information |
| Supplemental development letter not sent to Veteran / claimant as required |
| Supplemental development letter sent, but lacked critical information |
| Claim certified as ready for a decision; however, critical development / notification to the Veteran / claimant was incomplete |
| Claim erroneously certified ready for decision or promulgated |
| Unnecessary development (including telephone development) |
| Overdevelopment related to the category which prevented the claim from advancing to the next step in claims processing (materially delayed the claim) |
| 2. Was proper predetermination notification provided to the Veteran / claimant completed as required by regulations and/or the manual? |
| Error Description |
| Predetermination (due process) letter not sent |
| Predetermination (due process) letter sent, but lacked critical information |
| 3. Were all pertinent federal records obtained / requested or determined to be of record? |
| Error Description |
| No Service Treatment Records (STRs) requested |
| Incomplete STRs requested (i.e. not all periods of service / branches requested or improperly requested) |
| Claim certified as ready for a decision; however, not all STRs were obtained or certified as being unattainable, to include final notification letter if necessary |
| Overdevelopment related to the category which prevented the claim from advancing to the next step in claims processing (materially delayed the claim) |
| VAMC treatment records not obtained/requested or only partially obtained/requested |
| Service personnel records not requested or incomplete service personnel records requested (i.e. not all periods of service / branches requested) |
| SSA records (to include SHARE database information) not requested |
| Identified Vet Center records not requested or only partially obtained/requested |
| Service verification for all periods of active duty and/or other periods of service related to claimed issues not requested or requested incorrectly |
| JSRRC request not submitted when necessary |
| JSRRC Formal Finding not complete when there is a lack of information JSRRC requires to verify exposure |
| Federal records (to include personnel records) from other agencies not obtained/requested (i.e. federal prison, OPM, Dept. of Labor) |
| Claim certified as ready for a decision; however, not all necessary Federal records were obtained or certified as being unattainable (when required) to include final notification letter. |
| Claim certified as ready for decision; however available VAMC records were not obtained to include VA Form 27-0820, “Request for General Information” |
| Federal Tax Information not properly developed |
| Not all verification actions taken (i.e. nursing home, activities of daily living, Medicaid status, Railroad retirement, SBP, etc.) |
| Not all necessary telephone calls (i.e. Brady) made and appropriately documented in the electronic record |
| Overdevelopment related to the category which prevented the claim from advancing to the next step in claims processing (materially delayed the claim) |
| 4. Were all pertinent private / non-Federal records obtained / requested or determined to be of record? |
| Error Description |
| Private medical records not requested |
| State or local government records not requested or requested incorrectly (i.e., prison records or incarceration information) |
| Private non-medical records not requested or requested incorrectly |
| Claim certified as ready for a decision; however, not all necessary private or non-Federal records were obtained (when required) |
| Overdevelopment related to the category which prevented the claim from advancing to the next step in claims processing (materially delayed the claim) |
| 5. Were all necessary examinations / medical opinions requested and correct? |
| Error Description |
| Necessary examinations not requested (or rescheduled) |
| Necessary medical opinion not requested |
| Examination / opinion request incomplete or incorrect -- failure to identify all correct disabilities or identifying incorrect disabilities |
| Examination / opinion request incomplete or incorrect -- selecting incorrect examination type/DBQ |
| Examination / opinion request incomplete or incorrect -- incorrect jurisdiction based on the ERRA tool including failure to upload the ERRA screenshot when required |
| Examination / opinion request incomplete or incorrect -- failure to identify or include pertinent information such as evidence to review. C-file not sent to examiner when required. |
| Examination incorrect -- Examination not warranted |
| Medical opinion incorrect -- Opinion not needed or inappropriate legal question requested. |
| Claim certified as ready for a decision; however, not all necessary examinations / opinions were obtained |
| Overdevelopment related to the category which prevented the claim from moving forward to the next step in claims processing (materially delayed the claim) |
| Award Specific Questions |
| 6. Were all issues addressed and decided? |
| Error Description |
| Improper claimant paid (or claimant improperly denied) |
| Dependents not addressed and decided |
| All drill pays adjustments not addressed and decided |
| All claimed issues not addressed and decided by rating decision |
| All claimed issues not addressed and decided administratively (not by rating) (e.g. apportionment claims) |
| Award generated prior to determining eligibility (such as sufficient service for pension) |
| Active duty period not addressed |
| No action or incorrect action taken on pending write-outs |
| All claimed/inferred issues not addressed |
| 7. Was necessary administrative decision or award generated/completed and correct? |
| Error Description |
| Payment change (other than dependent or withholding action) not valid |
| Necessary payment changes not effectuated |
| Pension income incorrect resulting in incorrect rate of pay |
| Administrative decision provided incorrect entitlement outcome |
| Administrative decision was not procedurally complete (i.e. missing signatures, all decision(s) not provided, evidence not requested, relevant evidence not discussed) |
| Resumption of benefits not implemented or implemented incorrectly |
| Award not suspended/terminated, or award suspended/terminated incorrectly |
| Award adjusted prior to expiration of due process period (65 days) |
| Burial award processed incorrectly |
| Accrued award processed incorrectly |
| Dependency Indemnity Compensation (DIC) award processed incorrectly |
| Month of Death award processed incorrectly |
| Pension award processed incorrectly |
| Service-connected disability claim processed incorrectly |
| 8. Were all dependency adjustments and/or decisions correct? |
| Error Description |
| Dependent spouse established, denied, or removed incorrectly |
| Dependent minor biological child/children established, denied, or removed incorrectly |
| Dependent minor step-child/children established, denied, or removed incorrectly |
| Dependent minor adopted child/children established, denied, or removed incorrectly |
| Dependent school age child/children established, denied, or removed incorrectly |
| Dependent helpless child/children established, denied, or removed incorrectly |
| Dependent parent established, denied, or removed incorrectly |
| Surviving spouse established, denied, or removed incorrectly |
| Surviving child established, denied, or removed incorrectly |
| Surviving parent established, denied, or removed incorrectly |
| 9. Were all required adjustments correctly implemented? |
| Error Description |
| Retired pay (including Survivor Benefit Plan income) not withheld or withheld incorrectly |
| Severance pay not withheld or withheld incorrectly |
| Drill pay not withheld or withheld incorrectly |
| Adjustment due to incarceration not implemented or implemented incorrectly |
| Hospital/Medicaid adjustments not implemented or implemented incorrectly |
| CRDP or CRSC adjustment incorrect |
| Recoupment of separation pay not implemented or implemented incorrectly |
| Other withholding incorrectly implemented or not implemented |
| Apportionment not executed or executed incorrectly |
| Death of beneficiary incorrectly implemented or not implemented |
| Income (including Federal Tax Information) incorrectly counted on the award |
| Total family income counted incorrectly |
| Any deduction (medical, last, etc.) calculated incorrectly |
| Payment rates and/or dates incorrect |
| Appropriate effective date not assigned or not assigned correctly |
| 10. Was the claimant properly notified? |
| Error Description |
| Notification letter not sent and/or not documented in file |
| Notification letter has incorrect effective dates and/or payment rates |
| Notification letter does not provide or incorrectly provides the amount of any benefits VA is withholding and the reason for the withholding |
| Failure to notify outcome of all issues decided by a rating decision |
| Notification letter fails to explain the decision made |
| Notification letter failed to include summary of evidence considered (excluding evidence discussed in preceding proposed adverse action or evidence provided in rating decision for rating-related issues) |
| Notification letter failed to provide appellate rights, or appellate rights were provided incorrectly |
| Notification letter failed to provide appropriate time limits, or time limits were provided incorrectly |
| Courtesy copy of the notification letter was not sent to the appropriate appointed representative (including failure to include a private attorney’s address on the cc line) |
| Notification letter failed to notify claimant of potential entitlement to additional benefits |
| Notification letter failed to notify claimant of FDC program participation or exclusion |
| Information obtained telephonically not discussed in notification letter |
| Federal Tax Information notification procedures not followed |
| Notification letter did not utilize Reader-Focused Writing principles |
| Request for Application and/or Intent to File acknowledgment letter not sent and/or documented in file |
| Request for Application and/or Intent to File acknowledgment letter sent and/or documented in file, but incorrect |
| General correspondence not sent and/or documented in file |
| General correspondence sent and/or documented in file, but incorrect |
| Systems Compliance Specific Questions |
| 11. Were all systems accurately updated? |
| Error Description |
| Date of claim incorrect |
| Corporate record reflects incorrect information (service information, Social Security number, Veteran/claimant name, address, direct deposit information, etc.) |
| End product incorrect |
| All periods of active duty or other service related to claimed issues not verified and updated in all systems (BIRLS/Participant Profile) (EOD, RAD, Branch, Char SVC, Sep Reason, VADS and/or VERIFIED) |
| Power of Attorney (POA) information/access not correctly updated in all systems |
| Necessary special issues were not entered and/or correct |
| Necessary flashes were not entered and/or correct |
| Contentions for all claimed issues were not entered and/or correct |
| Tracked items for all requested evidence were not entered and updated as necessary (including disposition and suspense date) |
| Required notes not added or updated |
| Misfiled documents in Veteran’s eFolder |
| OBRA savings not reported |
The tables below are truncated for convenience and conciseness. The full tables can be accessed at (add link here)
Table 1: GS-7 < 12 Months Quality Threshold Tab
Figure 1: GS-7 < 12 Months Quality Threshold Tab
Table 2: GS-9+ < 12 Quality threshold Table
Figure 2: GS-9+ < 12 months Quality Threshold Graph
