CA Task Based Quality Checklist

Appendix C. CA Task Based Quality Review Checklist

Introduction

This appendix contains information on the Claims Assistant (CA) Task Based Quality Review Checklist, including

• CA Task Based Quality Review Checklist
• instructions and guidelines for CA review, and
• CA review elements.

Change Date

August 20, 2026

6.C.a. CA Task Based Quality Checklist

The current Claims Assistant IQR (CAIQR) 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 CA checklist, Tasks 1 through 4 are considered to be critical for the purposes of calculating employee quality totals.

6.C.b. Instructions and Guidelines for CA Review

The scope of the Quality Review questions below is limited to the mail packet or other work assignment selected for random quality review at your station. These instructions and guidelines have been developed to promote consistency and uniformity in the review of cases selected for local CA IQRs. Use these instructions/guidelines in conjunction with the CA Task Based Quality Review Checklist.

The CA Task Based Quality Review Checklist is a task based checklist. The task based checklist reviews different tasks taken during the CA intake process. For each case reviewed, a CA Task Based Quality Review Checklist must be completed and all questions answered. The employee will be reviewed for each task 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 CA’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 CA generates the incorrect EP for a dependent which results in an incorrect claim. The CA would be cited for one error for the incorrect EP. The subsequent error (incorrect notification letter) would not be cited because it was caused by and the direct result of the original EP 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 mail 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; descriptors are not meant to determine whether there is an error.

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 recorded as a remark rather than an error. If an error is identified that is not related to the individual’s scope, that error is recorded as a remark. For example, the reviewer finds an incorrect entry made by a VSR that the CA did not make. The reviewer would not cite an error on the CA for the incorrect entry since it is due to the incorrect entry from the VSR. This would be outside the scope of the CA. The reviewer is advised to capture the error as a remark and return to the VSR to ensure review and possible correction, as well as for training purposes.

Note:

The lack of a note in VBMS is not grounds for an error citation.

6.C.c. CA Review Elements

The following is a list of explanations of the elements of the CA Task Based Quality Review Checklist.

Development Specific Questions

1. Was the Claimant correctly identified in all systems?

This question is applicable when a mail packet is processed, including taking action regarding unidentified mail. This question also applies to system updates for any name changes, including spelling, and/or address changes, based on a mail packet or other assignment under review. A critical error should be cited if the CA failed to identify and/or take corrective action regarding a duplicate corporate record identified for the Veteran or other claimant. (i.e. Dup-C).

2. Did the CA correctly determine that a new end product control was needed; and, if so, did CA establish it correctly?

This question is only applicable when the packet or other assignment under review requires EP establishment. It does not apply to a one-time clearing of EP (PCLR) or to EPs already pending at the time of the CA review. Any errors found in an EP pending either prior to or after the CA's review will not be captured as a critical error, but will be noted in the comment section to ensure that corrective action may be taken. Critical errors are warranted if the paper claims folder was not requested or if a required system letter was not generated or was suppressed incorrectly.

3. Electronic Record Updates: Did CA take correct actions to update systems to allow complete tracking and routing of claims and benefits?

This question is applicable when the mail packet or other assignment under review requires the CA to update claim or claimant level information in the electronic record (typically VBMS, Virtual VA or other corporate system) to allow for the efficient processing of the claim and/or correct routing of mail and benefits to the claimant. It most typically applies when a CA establishes an EP, manages mail received for an existing claim or is required to update a POA, an address, or direct deposit information.

Failure to notify the revoked POA, and/or failure to annotate the VAF 21-22/21-22a, does not rise to the level of a critical error. Incorrectly inputting and updating tracked items for all requested evidence is an error under this task.

Critical errors should only be cited for the incorrect use of corporate flashes and special issues specific to priority assignment as defined in M21-1, Part X, Subpart i, 1.1.a.

4. Other CA Actions: Were any and all other necessary CA actions taken, and taken correctly?

This question is applicable to other actions taken by CAs not captured in Tasks 1-3. This includes scheduling or sending hearing notifications, appeal elections, or non-system generated correspondence prepared and released by the CA was such as Request for Application (RFA), ITF, Benefits Verification letter, Commissary letter, etc.

Critical errors for incorrectly performing a one-time PCLR should be captured under this question.

This question also applies to actions related to exam follow-up requests, processing folder boxes, FOIA requests, centralized mail printing, folder requests not associated with establishing an EP, burial development or burial awards, and re-assignment and re-routing of mail packets.