What this means
m21-4:2.1 explains definition of workload management. In plain terms, the official guidance says workload management is a structured and systematic approach used to manage work performed to meet organizational goals. Workload management controls how claims and other work move through the adjudicative process. It also addresses available resources, to include electronic systems and workload reports, must be used to manage and analyze workload, to ensure work is completed accurately and timely.
How this may help with a claim
Use m21-4:2.1 when organizing evidence or checking VA's handling of definition of workload management. Compare your application, supporting records, and notice with this source-specific point: Workload management is a structured and systematic approach used to manage work performed to meet organizational goals. Available resources, to include electronic systems and workload reports, must be used to manage and analyze workload, to ensure work is completed accurately and timely. Save proof of submission and identify the exact condition, exception, or missing development step before requesting correction or choosing a review option.
What to review in your file
- Check the file against this official condition: Available resources, to include electronic systems and workload reports, must be used to manage and analyze workload, to ensure work is completed accurately and timely.
- Confirm that the record or notice addresses this source point: implementing procedures to identify, analyze, monitor, and take necessary action to address conditions contributing to delays in processing claims and work items within the established timelines, and
- Document how this stated step or exception applies: setting accurate suspense dates, special issues, flashes, and claim labels and properly recording requested and received evidence, and
Important limits
m21-4:2.1 explains VA guidance for definition of workload management; it does not guarantee an award or replace the statutes, regulations, binding decisions, and review instructions that control an individual claim. Conditions and exceptions still matter, including this source point: Workload management is a structured and systematic approach used to manage work performed to meet organizational goals. The Office of Field Operations (OFO) is responsible for the policy development and oversight of RO division workload management plans (WMP).
Search terms when useful
Phrases that may help when searching your claim file or this library.
- Definition of Workload Management
- m21-4:2.1
- Definition Workload Management
- Principles Workload Management
- workload management resources
- effective workload management
- inventory control.
- 2.1.a. Definition Workload Management
Original VA guidance
The official VA text of this section
1. General Principles of Workload Management
Introduction
This topic contains general principles of workload management, including
- definition of workload management,
- workload management resources
- effective workload management, and
- inventory control.
Change Date
May 29, 2024
2.1.a. Definition of Workload Management
Workload management is a structured and systematic approach used to manage work performed to meet organizational goals. Workload management controls how claims and other work move through the adjudicative process.
2.1.b. Workload Management Resources
Available resources, to include electronic systems and workload reports, must be used to manage and analyze workload, to ensure work is completed accurately and timely.
Important: The effective functioning of these resources, especially in regards to the national workload strategy, relies on adherence to systems compliance guidance by claims processing personnel. Systems compliance is critical, as input deficiencies often require additional, avoidable handling of claims and rework, which hinders the ability to deliver benefits and services in an accurate and timely manner.
Note: The Office of Field Operations (OFO) is responsible for the policy development and oversight of RO division workload management plans (WMP).
Reference: For more information on sample workload reports, see M21-4, Chapter 2.2.d.
2.1.c. Effective Workload Management
E ffective workload management controls require
- methods to ensure timely and efficient processing of claims in accordance with VA priority and the national workload strategy
- inventory control of claims and work items
- monitoring progress toward achieving goals
- implementing procedures to identify, analyze, monitor, and take necessary action to address conditions contributing to delays in processing claims and work items within the established timelines, and
- Outlining procedures and responsibilities of other critical division tasks or activities not specific to claims processing activity (e.g. outreach, training, quality improvement and oversight activities etc).
Reference: For more information on inventory control, see M21-4, Chapter 2.1.d.
2.1.d. Inventory Control
Inventory control of claims and work items, with validation, is critical to effective workload management, to include
- ensuring claims are promptly put under control, developed completely, decided timely, and adjudicated accurately the first time
- setting accurate suspense dates, special issues, flashes, and claim labels and properly recording requested and received evidence, and
- taking appropriate follow-up actions at the earliest possible time.
Note: Adherence to all systems compliance guidance is mandatory.