What this means
m21-4:5.8 explains content of soars. In plain terms, the official guidance says 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. It also addresses each analysis should identify any problem and/or potential problem areas drawn from assumptions and predictions based on the facts and findings.
How this may help with a claim
Use m21-4:5.8 when organizing evidence or checking VA's handling of content of soars. Compare your application, supporting records, and notice with this source-specific point: SOARs must be performed annually or biannually during the designated SOAR windows and must cover all related factors outlined in each SOAR below. Each analysis should identify any problem and/or potential problem areas drawn from assumptions and predictions based on the facts and findings. 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: SOARs must be performed annually or biannually during the designated SOAR windows and must cover all related factors outlined in each SOAR below.
- Confirm that the record or notice addresses this source point: review of FY year-to-date- data ensure appropriate and correct reporting (conducting required monthly number of quality reviews, etc.)
- Document how this stated step or exception applies: The annual SOAR for FCC administration must include a review of
Important limits
m21-4:5.8 explains VA guidance for content of soars; 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: SOARs must be performed annually or biannually during the designated SOAR windows and must cover all related factors outlined in each SOAR below. P&F will provide the FCC with the designated topic for the annual special emphasis review, when necessary.
Search terms when useful
Phrases that may help when searching your claim file or this library.
- Content of SOARs
- m21-4:5.8
- Content SOARs
- SOAR Topic Requirements
- contents SOARs
- SOAR
- contacts
- division management
Original VA guidance
The official VA text of this section
8. FCC SOAR Topic Requirements
Introduction
This topic contains information on areas that must be covered in the FCC SOARs, including
- contents of SOARs, and
- SOAR for
- FCC contacts,
- division management, and
- special emphasis review
Change Date
February 18, 2025
5.8.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 consider 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.
- The FCC should identify any shortcomings or challenges which impact analysis of each sub-topic. These items should be submitted to the P&F Service Quality and Oversight mailbox (VAVBAWAS/CO/P&F QUAL OVRST) for consideration at the of each SOAR cycle.
Important: Each analysis should identify any problem and/or potential problem areas drawn from assumptions and predictions based on the facts and findings. All assumptions and predictions should 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).
5.8.b. SOAR for FCC Contacts
The annual SOAR for FCC Contacts should include a review of
- data from prior FY local quality monitoring and/or FY to date
- comparison and analysis of local quality and STAR quality
- quality error trend analysis
- review of FY year-to-date- data ensure appropriate and correct reporting (conducting required monthly number of quality reviews, etc.)
- VA Form 27-0820,Report of General Information, timeliness and quality, and
- opening and closing interactions analysis
5.8.c. SOAR for Division Management
The annual SOAR for FCC administration must include a review of
- staffing levels/projections
- organizations
- workload projections
- availability analysis
- agent and staffing efficiency
- excluded time management
- supervisor escalation calls, to include
- number of escalations
- quality, and
- timeliness
- abandon and lost call rates, and
- training.
5.8.d. FCC SOAR for Special Emphasis Review
P&F will provide the FCC 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 FCC'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 procedures (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
- VA Form 27-0820 compliance
- FCC systems compliance, and
- temporary guidance.