m21-4:8.D: Version history
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- 2026-09-14 — VA source modified 2026-09-01 — matches current text
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Source modified 2026-09-01. Official VA source
Appendix D. FCC Quality Checklist Change Date February 8, 2024 Appendix D.a. FCC Quality Checklist The following is a sample of the FCC Quality Checklist. Fiduciary Contact Center National Checklist Opening the Call 1 Did the agent use the appropriate greeting? (Non-Critical) Yes No NA Error Descriptor a The agent did not use the correct Fiduciary Contact Center opening dialogue. b The agent did not identify themselves by name. 2 Did the agent confirm the caller’s identity? (Critical) Yes No NA Error Descriptor a The agent did not ask for the VA file number/SSN of the beneficiary. b The agent did not verify the Fiduciary. c The agent did not verify third party disclosure is of record. d The agent did not verify the POA. 3 Did the agent verify current address (physical, mailing and payment), phone and/or email? (Critical) Yes No NA Error Descriptor a The agent did not verify the mailing address. b The agent did not verify the physical address. c The agent did not verify the payment address. d The agent did not verify the phone number. e The agent did not verify the email address. 4 Did the agent update an incorrect address (physical, mailing and payment), phone and/or email? (Critical) Yes No NA Error Descriptor a The agent did not update the mailing address. b The agent did not update the physical address. c The agent did not update the payment address. d The agent did not update the phone number. e The agent did not update the email address. Handling the Call 5 Did the agent use proper call handling protocol? (Critical) Yes No NA Error Descriptor a The agent continually interrupted the caller. b The agent did not demonstrate willingness to help. c The agent did not demonstrate professionalism and appropriate tone. d The agent did not explain why the call was placed on hold. e The agent did not use appropriate hold times. 6 Did the agent demonstrate active listening skills? (Critical) Yes No NA Error Descriptor a The agent did not clarify the caller’s concerns/questions. b The agent did not demonstrate an understanding of the purpose of the incoming call. Yes 7 Did the agent efficiently manage the flow of the incoming call? (Non-Critical) No NA Error Descriptor a The agent allowed the caller to control the incoming call. b The agent did not address questions/concerns before caller addressed additional questions/concerns. c The agent did not exhaust all resources before transferring or sending incoming call to a supervisor. 8 Did the agent demonstrate knowledge of benefit and VA systems? (Critical) Yes No NA Error Descriptor a The agent did not provide accurate accounting information. B The agent did not provide accurate fund usage review information. C The agent did not provide accurate field examination information. D The agent did not provide accurate misuse information. E The agent did not provide accurate fiduciary assignment information. F The agent did not properly address VA benefit entitlements within agent’s scope of support. G The agent did not properly review all applicable systems/resources. H The agent did not properly address the FNOD. 9 Did the agent address all issues raised? (Non-Critical) Yes No NA Error Descriptor a The agent did not address all the incoming caller’s concerns/questions. b The agent did not confirm all concerns/questions had been addressed. Closing the Call 10 Did the agent properly advise of correct contact center, contact number and/or transfer the call? (Non-Critical) Yes No NA Error Descriptor a The agent did not explain why the incoming caller had to be transferred. b The agent did not explain where the call was being transferred. c The agent did not give the incoming caller return call information in the event the call was dropped. 11 Did the agent confirm all issues had been addressed? (Critical) Yes No NA Error Descriptor a The agent did not follow-up to ensure there were no other questions or concerns. b The agent did not confirm the incoming caller was satisfied with the call. 12 Did the agent use the appropriate closing and documentation? (Non-Critical) Yes No NA Error Descriptor a The agent did not use the correct Fiduciary Contact Center closing dialogue. b The agent did not properly document the incoming call.