Purpose of IQRs | M21-4 8.12

What this means

m21-4:8.12 explains purpose of iqrs. In plain terms, the official guidance says a review of the individual’s work is intended as a performance measure to ascertain the quality element in that individual’s performance standard. It also addresses LIE, FE, FSR, FAR, and PS reviews must be completed in QMS. LAS reviews must be completed in Genesys.

How this may help with a claim

Use m21-4:8.12 as an internal VA audit trail for purpose of iqrs, not as a promise of a particular result. Compare the actions recorded in your claim file or decision notice with this source-specific detail: A review of the individual’s work is intended as a performance measure to ascertain the quality element in that individual’s performance standard. LIE, FE, FSR, FAR, and PS reviews must be completed in QMS. LAS reviews must be completed in Genesys. If the record does not show the expected action, identify the missing step precisely when asking VA or an accredited representative to review the file.

What to review in your file

Check the file against this official condition: An IQR is intended to provide an evaluation of an individual’s work product to determine if the minimal standard for correctness has been met.
Confirm that the record or notice addresses this source point: The QRT will be responsible for performing IQRs as identified by QMS and Genesys. These reviews will consist of a random selection of work based on the amount set forth in the national performance standards for each position.
Document how this stated step or exception applies: Each checklist question is a stand-alone question. The PS will apply each question in the checklist for each contention to determine if that task was successfully met.

Important limits

m21-4:8.12 is primarily internal workflow guidance about purpose of iqrs. It can help identify what VA was expected to document, but it does not by itself create a claimant deadline, a freestanding entitlement, or a guaranteed remedy. The source also states: A review of the individual’s work is intended as a performance measure to ascertain the quality element in that individual’s performance standard. Follow the steps in the table below if a peer reviewer disagrees with an initial reviewer on an IQR completed in QMS.

Search terms when useful

Phrases that may help when searching your claim file or this library.

Purpose of IQRs
m21-4:8.12
Purpose IQRs
review criteria IQRs
standard review IQRs
recording method IQRs
peer reviews
peer review disagreements

Original VA guidance

The official VA text of this section

12. IQRs

Introduction

This topic contains information on IQRs, including

purpose of IQRs
review criteria for IQRs
standard of review for IQRs
recording method for IQRs
peer reviews
peer review disagreements
corrective action time limits for IQRs
reconsideration requests on LIE, FE, FAR, FSR, and LAS performance reviews, and
mitigation of errors cited on IQRs.

Change Date

August 31, 2026

8.12.a. Purpose of IQRs

A review of the individual’s work is intended as a performance measure to ascertain the quality element in that individual’s performance standard.

An IQR is intended to provide an evaluation of an individual’s work product to determine if the minimal standard for correctness has been met.

IQRs are the review of randomly selected cases each month for LIEs, FEs, FARs, FSRs, and LASs who have a quality element in their performance standards. This review determines the employee’s individual quality level as part of their overall performance evaluation.

8.12.b. Review Criteria for IQRs

The QRT will be responsible for performing IQRs as identified by QMS and Genesys. These reviews will consist of a random selection of work based on the amount set forth in the national performance standards for each position. The selection of actions, while random, must reflect an appropriate mix of work performed by the employee throughout the month (i.e., not from a single day or single week).

8.12.c. Standard of Review for IQRs

The PS will review all associated actions that were taken or that should have been taken associated with the transaction or call recording under review. IQRs should not be a de novo review of the entire case file but limited to the actions of the individual for whom the review is being completed.

Apply the following standard of review to each IQR:

The review is a task-based review.
Each checklist question is a stand-alone question. The PS will apply each question in the checklist for each contention to determine if that task was successfully met.
Yes and no responses pertain to the action(s) the LIE, FE, FAR, FSR, or LAS did take or should have taken in the transaction(s) under review for each checklist question.
Not applicable (N/A) responses are recorded for each checklist question that does not apply to the actions taken by the LIE, FE, FAR, FSR, or LAS in the transaction(s) under review.
Multiple errors may be cited within a single task.
A single error noted within a single task will result in no credit for that task.
When completing a review, the PS should only uncheck the CRITICAL ERROR box within each question if the noted error is within 30 days of a manual change as noted in M21-4, 8.11.d.

Note: If a deficiency is found and it does not specifically fit into one of the specific questions or error descriptions, the deficiency will be recorded as a non-critical error (a comment) and will not count against the employee.

References: For more information on QMS, see the QMS User Guide in the QRT SharePoint site.

8.12.d. Recording Method for IQRs

LIE, FE, FSR, FAR, and PS reviews must be completed in QMS. LAS reviews must be completed in Genesys.

8.12.e. Peer Reviews

Peer reviews are required for all errors cited on any IQR type. The IQR peer review is intended as a quick touch review to ensure that all cited errors

are appropriate using the applicable error standard
are properly documented on the checklist, and
have accurate supporting reference(s).

Obvious errors that were not cited by the initial PS should be cited and forwarded for correction.

QMS and Genesys will automatically route all claims and call recordings that have identified errors on initial review to a PS with authority to perform peer reviews. The results of the peer reviews will be documented in QMS or Genesys.

Reference: For more information on QMS and routing rules for peer reviews, see the QMS User Guide in the QRT SharePoint site.

8.12.f. Peer Review Disagreements

As with overturning an error, the only basis for disagreeing with an error during a peer review is when the initial PS error call was incorrect, which means the reviewer found no CUE or clear violation of a directive.

FCC local reconsiderations are processed in accordance with local FCC procedures.

Follow the steps in the table below if a peer reviewer disagrees with an initial reviewer on an IQR completed in QMS.

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Step	Action
1	The peer reviewer must contact the initial reviewer to discuss the review in order to reach a consensus regarding the appropriate outcome prior to selecting the AGREE or DISAGREE button in QMS. This discussion should be expedited to ensure timely resolution of the pending quality review. The initial reviewer and peer reviewer should make all efforts to resolve any inconsistencies to avoid the need for a third PS review. If the initial reviewer is unable to be reached, the peer reviewer must annotate the attempt in the comment box in QMS, to include date and time of the attempt. Note: All PSs are reminded to ensure that cited errors meet the standard for an error as a CUE or violation of policy or directive.
2	The PEER, FINAL, and QRTIQRFinal review levels in QMS all function identically. The most important function at these review levels is to ensure that the checklist is completed consistently with the finding(s) of the review. When performing the review, the reviewer has the option to either AGREE or DISAGREE. Use the table below to determine the actions to take based on the reviewers’ review.
3	Once all updates to the checklist are completed, the reviewer will need to select REVIEW SUMMARY at the bottom of the checklist page to proceed to the REVIEW SUMMARY page and verify the checklist accepted the changes. Select SUBMIT REVIEW if all checklist changes are complete.

Important:

The QRTIQRRET level is designated for reviews returned to the initial reviewer. When performing the review at this level, the reviewer will perform the same process of reviewing the checklist that is present when performing the review.
When a review is returned, selecting DISAGREE will not allow for changes to the checklist since the initial reviewer already completed the checklist when performing the initial review. If the reviewer selects AGREE the checklist can be modified. This function allows the initial reviewer to work with the previous subsequent reviewer to make agreed-upon changes if further changes are necessary.

8.12.g. Corrective Action Time Limits for IQRs

Following notification of an error, the employee has five business days to take corrective action or file a reconsideration request as outlined in M21-4, 8.12.h. If the employee files a reconsideration request and the error is upheld, the employee has five business days from the notification of the upheld decision to take corrective action.

8.12.h. FCC local reconsiderations are processed in accordance with local FCC procedures.

The LIE, FE, FAR, or FSR and their supervisor will receive an automatic e-mail with subject: Notification of Error Correction for each cited error in QMS. The employee will perform the ACCEPT, CORRECT, and/or INITIATE RECONSIDERATION (rebuttal) actions within QMS. The e-mail will include a link to the Error Correction record. The employee is expected to correct the claim and update QMS with CORRECTED, ACCEPTED or RECON REQUESTED.

FCC local reconsiderations are processed in accordance with local FCC procedures.

Follow the steps in the table below when an employee disagrees with an error on an IQR in QMS and no locally bargained agreement exists.

Scroll sideways to see the full table.

Step	Action
1	Once Notification of Error Correction for each cited error is received, the employee has five business days to express disagreement.
2	Disagreements with error citations more than five business days after notification will not be entertained except in rare circumstances as determined by the QRT coach or designee. Rare circumstances would include such reasons as vacation or an illness that prevents the employee from submitting the written disagreement.
3	The employee and PS should discuss the error in an attempt to resolve the dispute.
4	If the PS and employee do not reach agreement on the error, the error will be resolved by local procedures determined by the FHM or designee.
5	If the employee chooses to move forward with the reconsideration request, the employee will click on the hyperlink that is provided in the error notification e-mail to view the Error Correction Detail page for the cited error.
6	Select INITIATE RECON and, in the comments box, type the reconsideration narrative. All reconsideration requests must clearly indicate the disagreement with the cited error reason for the disagreement (brief explanation), and references to support the decision. Note: At this point the error correction has not been resolved. The employee is still responsible for managing and monitoring the Error Correction records noted on the Error Correction Detail page. The only basis for overturning an error is because the QRT’s error citation was incorrect, which means there was no CUE or clear violation of a directive.
7	The error reconsideration will automatically route to the QRT coach for local processing of the reconsideration decision. RO management has 10 business days following the submission of an IQR error reconsideration request, which includes the appropriate write-up and supporting references, to issue a formal decision as to the outcome of the reconsideration request. QMS must be updated with the final decision and any relevant references used when considering the reconsideration request. All IQR reconsideration requests submitted for consideration during an FY rating period must be decided prior to completing employee’s end of year performance evaluations for the same FY.
8	The employee will be notified of the final decision in writing. Note: The only basis for overturning an error is because the QRT’s error citation was incorrect, which means there was no CUE or clear violation of a directive.

8.12.i. Mitigation of Errors Cited on IQRs

In some situations, mitigation of cited errors may be appropriate. Mitigation of an error is distinct from overturning an error because the only acceptable reason for overturning an error is that the error citation was incorrect (i.e., it was not a CUE or a clear violation of current regulations or directives).

Mitigation of an error involves editing the error record to uncheck the CRITICAL ERROR box in QMS or Genesys. Mitigation is to be used when the error citation was valid but is not to be counted against the employee’s performance for the period during which the error was cited. The error will still require corrective action within five business days in accordance with the timeliness standard.

Acceptable reasons for mitigation of an error include errors cited

during an applicable grace period, or
while and employee is in a training status during which errors are not to be counted against the employee’s performance.

Reference: For more information on grace periods, see M21-4, 8.11.d.