M21-1, Part I, Subpart ii, Chapter 1, Section A- Structure of the Veterans Service Center (VSC)

Overview

In This Section

This section contains the topic “ Structure of the VSC.”

1. Structure of the VSC

Introduction

This topic contains information about the basic components of the claims process, including

• structure of the VSC
• functions and composition of the
• intake processing center (IPC), and
• adjudication teams
• responsibilities of the Public Contact Team (PCT), and
• helping visitors with benefits-related issues.

Change Date

January 12, 2026

I.ii.1.A.1.a. Structure of the VSC

Each Veterans Service Center (VSC) is individually structured to process claims for benefits in support of the overall mission of the Veterans Benefits Administration (VBA). A VSC may support one or more special missions in addition to a traditional VSC workload. The basic components of the VSC include

• adjudication teams (performing the actions of the development, rating, and authorization activities), and
• a Public Contact Team (PCT).

Note: Some VSCs include an intake processing center (IPC).

References: For more information on

• IPCs, see M21-1, Part I, Subpart ii, 1.A.1.b
• adjudication teams, see M21-1, Part I, Subpart ii, 1.A.1.c
• PCT, see M21-1, Part I, Subpart ii, 1.A.1.d and e, and
• organization of the pension management centers, see M21-1, Part I, Subpart ii, 1.B.

I.ii.1.A.1.b. Functions and Composition of the IPC

The primary functions of the IPC include, but are not limited to,

• processing and controlling mail received in the Centralized Mail (CM) portal
• managing outgoing paper mail
• establishing new records and claims folders when warranted, and
• performing record maintenance actions, as directed within the M21-1 or by the Office of Field Operations.

Each IPC is composed of a coach (supervisor) and Claims Assistants (CAs). If deemed necessary by the VSC, the IPC may also include

• an assistant coach
• Veterans Service Representatives (VSRs)
• File Clerks or Program Support Clerks, and
• Mail Clerks (if the VSC is responsible for mailroom operations).

References: For more information on

• CM intake, see M21-1, Part II, Subpart i, 1.A
• system updates at intake, see M21-1, Part II, Subpart iii, 3.B, and
• claims folder maintenance, see M21-1, Part II, Subpart ii, 2.

I.ii.1.A.1.c. Functions and Composition of the Adjudication Teams

An adjudication team is responsible for the development, rating, and authorization activities necessary to process a claim. The primary functions of the adjudication team include, but are not limited to,

• initial and supplemental claim development
• preparation of a
• rating decision, if necessary, and
• decision notice
• award promulgation, and
• award authorization.

The composition of an adjudication team is structured and staffed to process claims for benefits in support of the overall mission of VBA. The team is typically composed of, but not restricted to,

• a coach (supervisor)
• an assistant coach (if deemed necessary by the VSC)
• a CA (if deemed necessary by the VSC)
• VSRs, and
• Rating Veterans Service Representatives.

I.ii.1.A.1.d. Responsibilities of the PCT

The PCT is primarily responsible for

• meeting with individuals (typically claimants or beneficiaries) that visit a regional office (RO) for the purpose of
• obtaining information about Department of Veterans Affairs (VA) benefits, and/or
• requesting assistance in filing a claim
• receiving information/evidence that individuals hand-deliver to an RO, and
• responding to inquiries, to include those submitted through the ASK VA platform.

I.ii.1.A.1.e. Helping Visitors With Benefit-Related Issues

When an individual visits an RO for the purpose of receiving assistance in filing a claim or requesting an adjustment in a running award, a member of the PCT first meets with the individual in an area that ensures their privacy.

Depending on the individual’s needs and the information/evidence the individual provides to the team member, the team member might take one or more of the following actions:

• discuss with the individual the eligibility requirements for the benefit he/she is seeking
• assist the individual in completing the appropriate application(s)/form(s)
• advise the individual on any additional information/evidence the VSC requires to process the claim or adjust the award
• update the corporate record based on new/additional information the individual provides to the team member (such as an updated mailing address, direct deposit information, and/or corrections in date(s) of birth and Social Security number(s))
• date-stamp any documentation the individual submits to the RO, according to instructions in M21-1, Part II, Subpart i, 2.B.1, and/or
• route all documentation that requires action (other than updating the corporate record) to the VSC’s IPC or to the scanning vendor.

Note: PCT employees and Veterans service organizations use QuickSubmit to transmit documents directly to the scanning vendors.