What this means
m21-4:8.6 explains cases and call recordings selected for QA reviews. In plain terms, the official guidance says PA&I and Genesys generate a randomized list of cases and call recordings for national quality review monthly. EPs and call recordings are subject to national quality review immediately upon closure of the EP or call recording. It also addresses the QA staff will review selected cases and call recordings electronically through a review of the eFolder and systems such as VBMS, Share, and Genesys.
How this may help with a claim
Use m21-4:8.6 as an internal VA audit trail for cases and call recordings selected for QA reviews, not as a promise of a particular result. Compare the actions recorded in your claim file or decision notice with this source-specific detail: PA&I and Genesys generate a randomized list of cases and call recordings for national quality review monthly. The QA staff will review selected cases and call recordings electronically through a review of the eFolder and systems such as VBMS, Share, and 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: All documents associated with the EP or call recording under review must be available in the eFolder. Failure to upload required documentation prior to closure of the EP or call recording may result in an error call.
- Confirm that the record or notice addresses this source point: PA&I and Genesys generate a randomized list of cases and call recordings for national quality review monthly.
- Document how this stated step or exception applies: The QA staff will review selected cases and call recordings electronically through a review of the eFolder and systems such as VBMS, Share, and Genesys.
Important limits
m21-4:8.6 is primarily internal workflow guidance about cases and call recordings selected for QA reviews. 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: PA&I and Genesys generate a randomized list of cases and call recordings for national quality review monthly. All documents associated with the EP or call recording under review must be available in the eFolder.
Search terms when useful
Phrases that may help when searching your claim file or this library.
- Cases and Call Recordings Selected for QA Reviews
- m21-4:8.6
- Cases Call Recordings
- Selected Reviews
- Electronic Notification
- cases call recordings selected
- outcome reviews.
- 8.6.a. Cases Call Recordings
Original VA guidance
The official VA text of this section
6. Procedures for QA Electronic Notification
Introduction
This topic contains information on the procedures for electronic notification for QA reviews, including
- cases and call recordings selected for QA reviews, and
- outcome of QA reviews.
Change Date
August 31, 2026
8.6.a. Cases and Call Recordings Selected for QA Reviews
PA&I and Genesys generate a randomized list of cases and call recordings for national quality review monthly. EPs and call recordings are subject to national quality review immediately upon closure of the EP or call recording.
The QA staff will review selected cases and call recordings electronically through a review of the eFolder and systems such as VBMS, Share, and Genesys.
Important: All documents associated with the EP or call recording under review must be available in the eFolder. Failure to upload required documentation prior to closure of the EP or call recording may result in an error call.
8.6.b. Outcome of QA Reviews
Hubs and the FCC will learn the outcome of QA reviews electronically as a review is completed by the QA staff and sent to the hub of jurisdiction or FCC.