VSR Task Based Quality Review Checklist

Appendix A. VSR Task Based Quality Review Checklist

Introduction

This appendix includes the

• VSR Task Based Quality Review Checklist
• instructions and guidelines for VSR review
• VSR review elements
• systems compliance errors - corporate flashes, and
• systems compliance errors - special issues.

Change Date

August 20, 2026

6.A.a. VSR Task Based Quality Review Checklist

The current Veterans Service Representative IQR (VSRIQR) checklist can be found in the Compensation Service Knowledge Management portal at this link. Upon selection of the IQR program link, the current checklist will be available. Historic checklists will also be maintained in the Archived section.

For the VSR checklist, Tasks 1 through 11 are considered to be critical for the purposes of calculating employee quality totals.

6.A.b. Instructions and Guidelines for VSR Review

These instructions and guidelines have been developed to promote consistency and uniformity in the review of cases selected for local VSR IQRs. Use these instructions/guidelines in conjunction with the VSR Task Based Quality Review Checklist.

The VSR Task Based Quality Review Checklist is a task based checklist. The task based checklist reviews different tasks taken during the VSR claim process. For each case reviewed, a VSR Task Based Quality Review Checklist must be completed and all questions answered. The employee will be reviewed for each task they completed on the date of the transaction selected. At the time of the review, the reviewer will determine which tasks are applicable. There are three possible answers for each of the tasks. A task is considered “accurate” when “Yes” is selected for that task indicating that the activity associated with the question was completed accurately. A task is considered “in error” when “No” is selected for that task indicating that the activity associated with the question was “in error.” A task is considered not applicable to the review when “NA” is selected for that task indicating that the question is not applicable to the case under review.

A VSR’s quality will be calculated based on “root cause” errors, in order to evaluate the actual cause of the error(s) rather than also calculating all of the subsequent consequences resulting from the initial error. For example, a VSR generates the incorrect effective date for a dependent which results in an incorrect notification letter. The VSR would be cited for one error for the incorrect effective date. The subsequent error (incorrect notification letter) would not be cited because it was caused by and the direct result of the original effective date error. The notification error, however, would be captured in the comments for training purposes.

Each task on the checklist is associated with multiple error descriptors. The error descriptors are meant to provide an additional level of information on the error cited to better identify error trends. The main task question (ex: Were all issues addressed and decided?) is what is used to determine if there is an error for that task. The error descriptors are only there to further identify error trends; they are not meant to determine whether there is an error. The only exception is Task 11 systems compliance errors. Only those errors that fit under the specific error descriptors are errors under Task 11.

While any one particular development request cannot be counted under more than one task, even if the records technically fall into more than one task, separate requests to more than one source for the same records could be counted under more than one task. For example, if a VSR simultaneously requests employment information (VAF 21-4192) from both the employer and the Veteran this could constitute errors under Task 1 and Task 4.

The guideline is that an error will be recorded when an action is taken that violates current regulations, policies, and procedures. A narrative summary is required with statutory, regulatory, judicial, or manual references for any “error” or “No” answer recorded. A judgment or a difference of opinion reflecting a possible better practice or solution is not captured on the VSR Task Based Qulaity Review Checklist. If an error is identified that is not related to the individual’s scope that error is recorded as a correctable comment under Task 12. For example, the promulgation action is randomly selected for review. The reviewer finds that the dependency effective date is incorrect due to an incorrect effective date on the rating Codesheet. The reviewer would not cite an error on the VSR for the incorrect dependency effective date since it is due to the incorrect effective date on the rating Codesheet. Rating decisions are outside the scope of the VSR. The reviewer would instead capture the finding as a correctable comment under Task 12.

QRS are responsible for reviewing any pertinent data sources such as the Special Issue Claims Tableau Dashboard, Corporate Flash Tableau Dashboard or military service history information, prior to citing any critical errors under Task 11.

All specific error descriptors under Task 11 are applicable to every VSRIQR, regardless of it's a PRE or POST transaction. The only exception is tracked item errors will not be cited on POST tranactions resulting in the EP being closed (manually cleared or authorized). This includes a VSR transaction for generating an award that is later authorized. If the EP remains open because because it was continued at authorization, then errors related to tracked items are appropriate on a POST transaction.

A new Special Issue (SI) or Corporate Flash (CF) will not be added to the listing of those resulting in critical errors unless the SI or CF:

• Impacts routing for Centralized Processing and Special Missions claims.
• Affects priority processing (e.g., terminally ill, homeless) to ensure expeditious conclusion of claims.
• Permits the reporting and/or monitoring of relevant data.
• Allows VBA systems to input letter text, VBMS-R glossary use, and other features.
• Can be added or removed by end users in VBMS.
• Has clearly published instructions to claims processors on when to add or remove the CF or SI (e.g., M21-1, M21-4, Appendix E).
• Indicates there are specific claims processing procedures (e.g., fugitive felon CF indicates that a Veteran's compensation should be stopped until the warrant is cleared).

Overdevelopment can be just as harmful as underdevelopment. Overdevelopment, as it relates to the task based checklist, is taking an incorrect development action that prevents the claim from progressing to the next step in the claims process (materially delays the claim). Examples of this would be requesting information that is not needed or requesting information already of record that prevents the claim from moving to the decision stage (this includes both rating decisions and administrative decisions). The development action must prevent a claim from moving to the next stage to be an overdevelopment error. Incorrect development actions taken concurrently with necessary development actions are not considered overdevelopment errors because the incorrect development action is not materially delaying the claim. For example, a VSR requests STRs that are already in the eFolder when requesting the necessary exams. Reviewers should capture overdevelopment that does not materially delay the claim as a correctable comment under Task 12.

Exception: Overdevelopment is always captured for unnecessary exam/opinion requests even if it does not materially delay the claim. An error will be cited under Task 5 for unnecessary exam/opinion requests.

Notes:

• An error should not be cited on a VSR for overdevelopment if the overdevelopment is the result of a written deferral or directed development by an RVSR, a DRO, or the Board of Veterans’ Appeals (BVA).
• The lack of a required note in VBMS should be captured as a correctable comment under Task 12.
• An error should not be cited if a VSR does not conduct telephone development prior to issuing a required development letter.

6.A.c. VSR Review Elements

The following is a list of explanations of the elements of the VSR Individual Quality Review Checklist.

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6.A.d. Systems Compliance Errors - Corporate Flashes

Use the table below to identify which corporate flashes are considered systems compliance errors. Failure to add or remove the relevant corporate flash as required rises to the level of critical error. Corporate flashes that are not covered by the list below but still need to be input or removed on the claim are indicated as remarks and returned for correction.

Exception: Failure to properly apply corporate flashes required by interim guidance will be cited as critical errors. See M21-4, Chapter 6.4.j. for additional information.

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6.A.e. Systems Compliance Errors - Special Issues

Use the table below to identify which special issues are considered systems compliance errors. Failure to add or remove the relevant special issue as required rises to the level of critical error. Special issues that are not covered by the list below but still need to be input on the claim are indicated as remarks and returned for correction.

Exception: Failure to properly apply special issues required by interim guidance will be cited as critical errors. See M21-4, Chapter 6.4.j. for additional information.

Scroll sideways to see the full table.