Content of SOARs

7. Hub SOAR Topic Requirements

Introduction

This topic contains information on areas that must be covered in the hub SOARs, including

• content of SOARs, and
• SOAR for
• field examinations and onsite reviews
• financial reviews
• misuse
• quality review teams
• hub administration
• administrative tasks, and
• special emphasis review.

Change Date

February 18, 2025

5.7.a. Content of SOARs

SOARs must be performed annually or biannually during the designated SOAR windows and must cover all related factors outlined in each SOAR below. Each SOAR must include a control log as described in M21-4, Chapter 5, Topic 2.

Notes:

• The areas for review listed below indicate the minimum areas to be included.
• Division management may expand the areas of consideration to ensure a thorough analysis and that each SOAR meets the purpose and objectives described in M21-4, Chapter 5, Topic 1.b and c.
• Hubs should identify any shortcomings or challenges which impact analysis of each sub-topic. These items should then be submitted to the P&F Service, Quality, and Oversight mailbox (VAVBAWAS/CO/P&F QUAL OVRST) for consideration at the conclusion of each SOAR cycle.

Important: Each analysis must identify any problem and/or potential problem areas drawn from assumptions and predictions based on the facts and findings. All assumptions and predictions must be explained and supported with rationale that is clearly outlined and supported by quantitative and/or qualitative data (for example, include sample reviews with results where applicable).

5.7.b. SOAR for Field Examinations and Onsite Reviews

The annual SOAR for Field Examinations and Onsite Reviews must include analyses of

• timeliness, and
• quality, to include a root cause analysis of each error found

All analyses must address each of the following areas:

• annual written contact scheduling and compliance
• successor initial appointment (SIA) reports (timeliness and trend analysis of the reasons for the SIA request by category)
• supervised direct pay cases (reviewed for compliance with diary and follow-up procedures)
• out of control field examination cases
• fund usage field examination misuse allegation establishment compliance, and
• onsite reviews (adherence to policies and procedures by reviewing a sample of cases).

Note: Hubs must review onsite reviews, broken out by scheduled and unscheduled, to determine average completion timeliness and resolution of outstanding items on the Onsite Review Correction Log.

5.7.c. SOAR for Financial Reviews

The biannual SOAR for Financial Reviews, for Federal and court accountings and fund usage reviews, must include analyses of

• ADC
• disapproved accountings (quality)
• accepted and rejected fund usage reviews (quality)
• appropriate and timely actions when potential misuse identified, and
• beneficiary profile diary dates to determine whether the financial oversight type is consistent with policies and procedures (for example, is an accounting required, or is the protection required of record).

5.7.d. SOAR for Misuse

The annual SOAR for Misuse must include analyses of overall timeliness and accuracy of allegation through investigation. In addition, include a targeted outcome analysis of the following:

• investigations
• determinations
• reconsiderations
• Additional Action Memorandum trends, and
• Office of Inspector General referrals.

Note: If formal reporting/data is not available, the hub should review a sample of cases.

5.7.e. SOAR for Quality Review Teams

The annual SOAR for Quality Review Teams must include analyses of

• compliance with M21-4, Chapter 8, to include
• RO accuracy
• local quality reviews and findings trend analysis
• timeliness of national and local quality review error corrections, and
• overturned local quality review error trend analysis
• methods of tracking and providing feedback/mentorship, to include trends and analysis, and
• WMP oversight and effectiveness on areas reviewed above identified as deficient or out of line.

5.7.f. SOAR for Hub Administration

The annual SOAR for Hub Administration must include analyses of WMP compliance, to include an analysis of the effectiveness of

• average lifecycle timeliness, to include
• rating decision time
• award generation
• authorization time
• special claims processing such as
• homeless cases
• elderly
• very seriously ill
• the disbursement of VA-derived funds to deceased beneficiary’s estate plan, or
• other prioritized cases
• supervisory visits
• zip code routing
• EP cancellations and closures
• beneficiary record management, to include the monthly review of an appropriate beneficiary record report, and
• deactivation of beneficiary records, to include the timely deactivation of appropriate minor beneficiary records upon reaching the age of majority.

5.7.g. SOAR for Administrative Tasks

The SOAR for Administrative Tasks must include a biannual review and analyses of

• completed administrative tasks, including
• quality (for example, was the administrative task established consistent with the local WMP and/or procedures), and
• trends/outliers of administrative task usage (for example, was the most appropriate administrative task title selected, are administrative tasks completed in line with WMP targets, was the administrative task created in error, and was the description consistent with the WMP)
• quality of pending tasks (for example, was the administrative task established consistent with the local WMP and/or procedures), and
• the timeliness of the following pending and completed administrative tasks for the
• status of
• debt collections
• corporate actions, and
• successor funds transfers, and
• receipt of
• surety bonds
• escheat funds returning to VA, and
• certified court accountings.

Note: Hubs must review a sample of cases, broken out by administrative task title to measure average timeliness.

5.7.h. Hub SOAR for Special Emphasis Review

P&F will provide the hubs with the designated topic for the annual special emphasis review, when necessary. The goal for this review is to conduct a deep dive analysis of a specific subset of the hub’s workload. Upon completion, this report should be submitted to the P&F Service, Quality, and Oversight mailbox (VAVBAWAS/CO/P&F QUAL OVRST) for consideration.

The SOAR for the Special Emphasis Review must include analysis of

• compliance with established
• policy and procedure (must include sample review), and
• targets and goals (local, if applicable, and national), and
• training materials.

Example: Topics which may be chosen by P&F for the special emphasis review SOAR include, but are not limited to

• notification letters (including AMA compliance)
• appeal decisions relating to the appointment of a fiduciary, and
• temporary guidance.

Reference: For more information on jurisdiction for issuing an appeal decision relating to a fiduciary appointment, see M21-5, Chapter 7, D.1.b.