What this means
m21-4:8.2 explains hub and FCC selection procedures. In plain terms, the official guidance says the Office of Performance Analysis and Integrity (PA&I) generates a list of end products (EPs) selected for hub national quality review for delivery to QA. These EPs are randomly sampled from those completed during the previous month. It also addresses genesys randomly generates a list of call recordings selected for national quality review for delivery to QA. The call recordings are randomly sampled from those completed during the previous month.
How this may help with a claim
Use m21-4:8.2 as an internal VA audit trail for hub and FCC selection procedures, not as a promise of a particular result. Compare the actions recorded in your claim file or decision notice with this source-specific detail: The Office of Performance Analysis and Integrity (PA&I) generates a list of end products (EPs) selected for hub national quality review for delivery to QA. Genesys randomly generates a list of call recordings selected for national quality review for delivery to QA. 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: The Office of Performance Analysis and Integrity (PA&I) generates a list of end products (EPs) selected for hub national quality review for delivery to QA.
- Confirm that the record or notice addresses this source point: Genesys randomly generates a list of call recordings selected for national quality review for delivery to QA. The call recordings are randomly sampled from those completed during the previous month.
- Document how this stated step or exception applies: The chart below contains the field exam EPs subject to national quality reviews.
Important limits
m21-4:8.2 is primarily internal workflow guidance about hub and FCC selection procedures. 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: The Office of Performance Analysis and Integrity (PA&I) generates a list of end products (EPs) selected for hub national quality review for delivery to QA. The chart below contains the field exam EPs subject to national quality reviews.
Search terms when useful
Phrases that may help when searching your claim file or this library.
- Hub and FCC Selection Procedures
- m21-4:8.2
- Hub FCC Selection
- National Quality Review Sampling
- Selection
- annual sample sizes
- product review.
- 8.2.a. Selection
Original VA guidance
The official VA text of this section
2. National Quality Review Sampling
Introduction
This topic contains information on the national quality review sampling procedures, including
- hub and FCC Selection procedures
- annual sample sizes, and
- end product (EP) review.
Change Date
August 31, 2026
8.2.a. Hub and FCC Selection Procedures
The Office of Performance Analysis and Integrity (PA&I) generates a list of end products (EPs) selected for hub national quality review for delivery to QA. These EPs are randomly sampled from those completed during the previous month.
The total monthly sample for each RO includes field examination, accounting, and misuse EPs, allowing assessment of all essential hub actions.
Genesys randomly generates a list of call recordings selected for national quality review for delivery to QA. The call recordings are randomly sampled from those completed during the previous month.
8.2.b. Annual Sample Sizes
PA&I determines valid sample sizes for each hub using a statistical formula that considers both historical accuracy and workload values.
P&F Service determines a valid sample size for the FCC using statistical analysis that considers historical incoming call volume.
Notes:
- Annual hub sample sizes are determined based on an average of two fiscal years’ (FYs’) worth of accuracy and workload data and are not subject to real-time adjustment.
- The annual sample is spread out over the course of the year so that there are enough EPs and call recordings selected during each monthly period for every hub and FCC to have a full sample at the end of the year.
8.2.c. EP Review
The chart below contains the field exam EPs subject to national quality reviews.
Scroll sideways to see the full table.
| Field Exam EPs |
| 590 Initial Appointment Field Examination |
| 590 Expedited Initial Appointment Field Examination |
| 590 Successor Initial Appointment Field Examination |
| 590 Scheduled Follow-Up Field Examination |
| 590 Telephone Follow-Up Field Examination |
| 590 Unscheduled Follow-Up Field Examination |
| 590 Fund Usage Field Examination |
| 590 Non-Fiduciary Program Field Examination |
| 590 Due Process for Incompetency |
The chart below contains the accounting EPs subject to national quality reviews.
Scroll sideways to see the full table.
| Accounting EPs |
| 290 FID-Accounting Federal |
| 290 FID-Accounting Court |
| 290 FID-Fund Usage Review |
The chart below contains the misuse EP subject to national quality reviews.
Scroll sideways to see the full table.
| Misuse EP |
|---|
| 290 FID-Misuse |