Management Responsibility

2. Responsibility, Schedule, and Control

Introduction

This topic contains general principles of responsibility, including

• management responsibility
• who may complete SOARs
• frequency of SOARs
• schedule of SOARs
• necessity for more frequent analysis and/or data collection
• extension requests, and
• control log for recommendations.

Change Date

February 18, 2025

5.2.a. Management Responsibility

The Veterans Service Center Manager (VSCM), Disability Rating Activity Site Manager (DRASM), Special Mission Program Officer (SMPO), Fiduciary Contact Center Manger (FCCM), Fiduciary Hub Manager (FHM), Pension Management Center Manager (PMCM), and Benefits Eligibility Support Team Manager (BESTM) are responsible for the ongoing analysis of division operations, to include SOARs required by this chapter, as well as those required by Regional Office (RO) policy.

Responsibilities include

• ensuring SOARs are completed according to this chapter
• ensuring the depth of analysis is sufficient to identify potential problem areas or establish best practices, and
• ensuring appropriate recommendations are tracked and completed.

References: For more information on

• WMPs, see M21-4, Chapter 2
• claims and appeals processing timeliness, see M21-5, Chapter 7, and
• control log for recommendations/action items, see M21-4, Chapter 5, Topic 2.g.

5.2.b. Who May Complete SOARs

Completing SOARs is not limited to supervisory personnel. VSCMs, DRASMs, SMPOs, FCCMs, FHMs, PMCMs, and BESTMs may assign SOARs to any personnel who are sufficiently experienced in division operations and who display analytical ability.

Consulting with subject matter experts and all levels of management during the SOAR planning, data gathering, and analysis portions is crucial to a successful result.

5.2.c. Frequency of SOARs

Each SOAR will be completed biannually or annually, during the designated SOAR windows.

If the SOAR is to be completed...

Then the SOAR Window(s) is/are...

biannually

• December to February, and
• June to August.

annually

June to August.

Note: The short time frame in between the two biannual windows allows for consistent and timely data collection. Additionally, efficacy of recommendations can be gauged and adjusted as necessary, to ensure improved compliance on a timely basis.

Example: The VSC/DRAS SOAR for Priority and Specialty Claims Processing will be submitted and concurred once during the December to February window and once during the June to August window.

The VSC/DRAS SOAR for Local Quality of Rating Veterans Service Representative (RVSR) Work will be submitted and concurred during the June to August window.

5.2.d. Schedule of SOARs

The VSCM/DRASM/SMPO/FCCM/FHM/PMCM/BESTM is responsible for preparing the SOAR schedule annually prior to the start of the fiscal year (FY). Schedules must align with the frequency requirement set forth in this chapter and must include:

• the person(s) responsible for completing the SOAR
• the position title of the person responsible for the report,
• the due date, and
• a tracker of the dates the completed SOARs were submitted.

5.2.e. Necessity for More Frequent Analysis and/or Data Collection

SOARs will be conducted on a schedule that, at a minimum, meets the requirements established in this chapter. However, analysis and data collection may be necessary more frequently than scheduled to determine trends, obtain facts for special reports, or determine quality in specified areas.

It may be necessary to analyze only a segment of an area of review more frequently than scheduled.

Example: If local quality reviews and findings were determined to be a problem, then this topic would be analyzed more frequently, assessing the effectiveness of recommendations until the situation is resolved. All findings must be retained and discussed in the next regularly scheduled SOAR on the topic.

5.2.f. Extension Requests

Extension requests must be documented, submitted to, and approved by the VSCM/DRASM/SMPO/FCCM/FHM/PMCM/BESTM prior to the scheduled due date. Extensions may be granted only within the current SOAR scheduling window.

Note: Extension approvals must be documented on the schedule and indicate the new approved due date.

Example: The SOAR scheduled due date is December 31. Coach submits a request for extension to the VSCM with reason for extension request on December 1. An extension may be granted by the VSCM within the current scheduling window to no later than February 28.

5.2.g. Control Log for Recommendations

A control log for the completion of SOAR recommendations is required.

This log must include the following:

• recommendation(s)
• action(s) to be completed
• evaluative criteria that will be used to measure success
• names of individual(s) and/or team(s) responsible for completing the action(s)
• targeted due date(s), and
• actual completion date(s).

Control logs will be maintained for review as part of the associated SOAR for historical purposes. Documentation of the actions taken on the log with actual completion dates will help in monitoring compliance. This documentation is part of the originating SOAR, and must be discussed as part of the next scheduled SOAR.

Reference: For more information on the SOAR schedule, see M21-4, Chapter 5, Topic 2.d.