What this means
m21-4:2.2 explains definition of workload management plan. In plain terms, the official guidance says a WMP is a written operational plan which outlines necessary work processes, assignments of work and the movement of work/claims through all lifecycle phases to completion, including special routing procedures. It also addresses when there is a change in either local workload management procedures or responsibilities, the WMP must be updated to reflect the change, The WMP must be reviewed, at minimum on an annual basis.
How this may help with a claim
Use m21-4:2.2 as an internal VA audit trail for definition of workload management plan, not as a promise of a particular result. Compare the actions recorded in your claim file or decision notice with this source-specific detail: A WMP is a written operational plan which outlines necessary work processes, assignments of work and the movement of work/claims through all lifecycle phases to completion, including special routing procedures. When there is a change in either local workload management procedures or responsibilities, the WMP must be updated to reflect the change, The WMP must be reviewed, at minimum on an annual basis. If the record does not show the expected action, identify the missing step precisely when asking VA or an accredited representative to review the file.
What to review in your file
- Check the file against this official condition: elements required in WMP, and
- Confirm that the record or notice addresses this source point: Due to workload and staffing variations, no one plan is generally suitable for all ROs. The plan my be any length so long as it contains the required elements as described in M21-4, Chapter 2.2.c, and provides claims processors and management with internal guidance to support achievement of VA goals and targets.
- Document how this stated step or exception applies: When there is a change in either local workload management procedures or responsibilities, the WMP must be updated to reflect the change, The WMP must be reviewed, at minimum on an annual basis.
Important limits
m21-4:2.2 is primarily internal workflow guidance about definition of workload management plan. It can help identify what VA was expected to document, but it does not by itself create a claimant deadline, a freestanding entitlement, or a guaranteed remedy. The source also states: A WMP is a written operational plan which outlines necessary work processes, assignments of work and the movement of work/claims through all lifecycle phases to completion, including special routing procedures. A WMP must include (but not limited to) the elements outlined in the table below.
Search terms when useful
Phrases that may help when searching your claim file or this library.
- Definition of Workload Management Plan
- m21-4:2.2
- Definition Workload Management
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- Workload Management Plan
- definition workload management plan
- frequency distribution
- elements required
Original VA guidance
The official VA text of this section
2. Workload Management Plan
Introduction
This topic contains information regarding a workload management plan, including
- definition of workload management plan
- frequency and distribution of WMP
- elements required in WMP, and
- sample of workload report list
Change Date
May 29, 2024
2.2.a. Definition of Workload Management Plan
A WMP is a written operational plan which outlines necessary work processes, assignments of work and the movement of work/claims through all lifecycle phases to completion, including special routing procedures.
Note: Due to workload and staffing variations, no one plan is generally suitable for all ROs. The plan my be any length so long as it contains the required elements as described in M21-4, Chapter 2.2.c, and provides claims processors and management with internal guidance to support achievement of VA goals and targets. While VBA strategic goals and the consistency of user actions on an individual claim should not deviate from VBA guidance, the movement of claims VSCs/BEST/DRAS/PMCs/Fiduciary Hubs (hubs) or other special mission sites may vary.
2.2.b. Frequency and Distribution of WMP
When there is a change in either local workload management procedures or responsibilities, the WMP must be updated to reflect the change, The WMP must be reviewed, at minimum on an annual basis.
The WMP shared with all employees when changes are made, and no less than an annual basis, and should be updated when there are changes to workload.
2.2.c. Elements Required in WMP
A WMP must include (but not limited to) the elements outlined in the table below.
Scroll sideways to see the full table.
| Element | Description |
| Date of Issuance | The date of issuance, along with date last updated when additional updates are made. |
| Change Log | Detailed list of updates and changes with date and description of updates and/or changes |
| Timeliness Targets and Priorities | Processing timeliness targets and priorities. Examples: To include but not limited to targets defined in the Director’s Performance Plan targets not defined in the Director’s Performance Plan pre-discharge Benefits Delivery at Discharge (BDD) Integrated Disability Evaluation System (IDES) timeliness requirements, and claims that require priority processing and prioritization of claims. |
| Oversight and Assignment of All EPs | Oversight and assignments of all EPs processed by the RO to include (when applicable) rating non-rating appeals, and work items. Examples: To include, but not limited to pre-discharge (BDD and IDES) EP controls, and EPs that are not subject to NWQ distribution and recall. |
| Work Processes and Additional Assignments Not Covered by Standard EPs | Written plans (such as an SOP) for work processes and additional assignments not specifically covered by standard EPs. Examples: To include, but not limited to Centralized Benefits Communications Management (CBCM) – Package Manager with compliance verification component national mission or resource teams training teams Quality Review Teams Public Contact and Outreach Coordinator responsibilities, and EPs that require second and third signatures. Note: CBCM review should be conducted on a regular and recurring basis to make necessary corrections to Packages in the New, Draft or Failure status. Corrective actions should be monitored and in compliance with M21-1, Part II, Subpart i, 2.C.4.c. Additional mitigation of non-compliance may include training, completing a SOAR, or local special focus reviews. |
| List of Workload Reports | List of reports used for oversight of all operational aspects of the VSC/BEST/DRAS/PMC/Fiduciary hubs and other Special Mission Sites. At a minimum, the list must include report name source supervisor/employee responsible for generating the report frequency brief description of use, and description of what is considered an outlier. |
2.2.d. Sample of a Workload Report List
Below is a sample of a workload report list. This list is not all inclusive. Management must ensure the list encompasses all necessary reports for oversight of all operational aspects of the VSC/PMC/hub.
Scroll sideways to see the full table.
| Report | Source | Designee | Frequency | Use | Outliers |
| Omaha | Tableau | Coaches | Daily | Review for outliers and take action for completion | >5 days TIQ DEV >8 days RFD/AWD/AUTH |
| CBCM Failures and Successes | Tableau | Coaches | Weekly | Monitor and correct Package Manager packages in New, Draft or Failure status | Any package in New, Draft or Failure status |
| Workload and Time Reporting System (WATRS) | Salesforce | Coaches | Daily | Review and approve/deny excluded time/premium pay entries | Pending excluded time/premium pay entries |
| Supervisor: Employee Performance Report (SEPR) | Tableau | Coaches | Weekly | Review for employee performance and use for individual progress report meetings | Employees less than fully successful for Output or Quality; high deferral rates |
| QMS Reports | Salesforce | Coaches | Daily | Review for error corrections and reconsiderations | Error correction and reconsiderations pending > 5 days |
| HVCC Homeless Flash Report | Tableau | Homeless Coordinator | Weekly | Monitor and case manage homeless claims listed under Station of ZIP (SOZ) | >125 days pending |
| Workload Information Tool (WIT) | WIT | Front Office Management | Weekly | Review for accuracy of employee capacity and positions. | Inaccurate reporting of employee position and/or capacity. |
| WMP | Local WMP | Front Office Management | Quarterly | Monitor compliance with all indicators within the WMP to ensure all necessary work assignments, oversight, validation, and corrective action procedures are in place and makes any necessary adjustments to the WMP. | Out of date WMP that does not align with current workload management processes. |
| SOAR AO Tracker | Local Shared drive | Front Office Management | Monthly | Tracking of Strategic Oversight and Analysis Review (SOAR) for the VSCM, to include: assignments, submittal and action items M21-4, Chapter 5. | Almost due/past due SOARs or action items |
| Casualty Report | FCMT | Casualty Coordinator | Weekly | Provide response/correspondence on any pending casualty case | Pending casualty case with no response |
| Fiduciary Reports Hub Management – Internal Controls Reports | Tableau | Front Office Management | Daily/Weekly | Monitors the timeliness of fiduciary-related actions | Monitoring timeliness outside of established targets, such as days to complete initial appointments including rating, field exam, and finalization of work item cycles. |
Notes:
- Utilize hyperlinks when applicable.
- The list can be organized by teams, responsible employee, frequency due, etc.
- For more efficient updating, one all-inclusive table could be located at the end of the WMP or as a separate document hyperlinked from sections in the WMP, rather than breaking it into shorter lists (e.g. in each team section).
- If kept as a separate document, the list could be updated independently of the WMP; however, a date last updated must be included.