Fiduciary Call Center Staff Quality Reviews

What this means

This appendix reviews individual work at the Fiduciary Contact Center using four groups: greet and verify, acknowledge and assist, closing, and communication skills. The sample connects the subject of a call with the referral, record update and documentation needed to handle it.

How this may help with a claim

Use the categories to describe what happened on a call and what remains unclear. For example, you can distinguish an unanswered payment question from incorrect contact information or a referral that went to the wrong office. The checklist's identity fields are staff verification prompts, not a request to share personal identifiers on this page.

What to review in your file

At the opening, distinguish identity and disclosure checks from a greeting. The sample includes role-specific verification prompts and conditions for a fiduciary caller or a caller with a valid disclosure authorization. Do not assume that every listed identifier is required from every caller.
Match the assistance to the issue raised. The checklist covers routing, referrals, system changes and claim controls, alongside competency, contact details, direct deposit, appointments, accounting and fund usage questions, death reports, misuse and payments. It also identifies distinct handling categories for system outages, returned mail, Spanish-language calls, suicide or threat calls, and escalations. These are review categories, not complete instructions for resolving each issue.
Check the closing record and the way the call was handled. The sample asks whether contact and message fields were complete, the receiving office had enough information to act and required forms and statements were handled correctly. It separately reviews courtesy, interruptions, use of time, available resources and checking for remaining concerns.

Important limits

The category list does not determine entitlement or supply the complete rules for identity verification, competency, crisis response or payment changes. For example, the listed $90 pension reduction is a call topic, not a conclusion that a particular payment should be reduced. I.b links an inaccessible FCC LAS Review Guide and points to H.a while this checklist is displayed under I.a. The missing PDF and the printed cross-reference remain separate source limits.

Search terms when useful

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

FCC LAS IQR checklist
fiduciary call routing review
FCC call documentation
FCC communication quality

Review your own claim records

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The review cannot guarantee a VA decision or replace an accredited representative. You decide what to file.

Original VA guidance

The official VA text of this section

Official section title: FCC Legal Administrative Specialist (LAS) IQRs

This page reproduces the VA text. Use the official VA source for any images and linked documents.

Appendix I. FCC LAS IQRs

Introduction

This appendix contains information on FCC LAS IQRs, including the

FCC LAS IQR Checklist, and
FCC LAS Review Guide.

Change Date

January 30, 2025

Appendix I.a. FCC LAS IQR Checklist

The following is a sample of the FCC LAS IQR Checklist.

Scroll sideways to see the full table.

1. Greet and Verify
Category	Sub-Category
Used Appropriate Greeting	FCC Opening Dialogue Name of Agent
FOIA/ Privacy Act Followed	Veteran’s SSN # or Claim # Veteran’s Full Name Veteran’s Date of Birth Veteran’s Branch of Service Caller’s Full Name (Not required if call has already been confirmed as the Veteran) Most Recent Benefit Amount (If the called is the fiduciary and unable to identify the branch of service) Security Question (If caller has a VALID 21-0845 on record)
Acknowledge Veterans Service	Acknowledge Veterans Service
2. Acknowledge and Assist
Category	Sub-Category
Complete Necessary Referrals	Did not refer to Fiduciary Hub Did not refer to RCC/NCC Did not properly escalate
Proper Routing Procedures	Did not route to Fiduciary Hub Did not route to RCC/NCC Did not properly escalate
Update System and Profiles	Did not update Beneficiary profile Did not update Fiduciary profile Did not update the EP
Appropriate Actions for an EP	Incorrect EP established Correct EP not established EP was not updated
Competency/ Incompetency	Rated Competent but still in Fiduciary Program Status of Incompetency Proposal Waiver of Due Process. Evidence Received During Due Process Evidence Received After Due Process Hearing Request During Due Process
Computer Down	Computer Down Script
Contact Information	Address update Phone number update Email address update Verification of Contact Information
Direct Deposit	Assistance Setting up properly Titled Account Establish Direct Deposit Change Direct Deposit Verify Current Direct Deposit
Fiduciary Appointment	Question about Fiduciary Process Status of Fiduciary Appt Field Exam Process New Fiduciary Request Temporary Fiduciary Request Fiduciary wants to resign. Fiduciary request to negotiate Fiduciary Fee Fiduciary Name Change Request SDP Request
Financial Review Issue	Accounting questions FUR questions FAST questions Request for extension Fiduciary verbally refuses to provide required documentation. Complex case referral to Fid Hub
First Notice of Death	FNOD for Veteran FNOD for Beneficiary FNOD for Fiduciary Verification Death is of record
General Inquiries	Request to speak with Field Examiner Returning message from Fid Hub
Misuse	Alleging Misuse General status update High profile case script
Non-Payment from Fiduciary	Non-Payment from Fiduciary
Payment Related Issue	Status of Retroactive Payment Non-Receipt of Payment Payment Needs Resumed Reduction to $90 Pension rate
Reporting Fiduciary Issue	Requests Fiduciary’s Contact Info Fiduciary Not Responsive
Returned Mail/ Missing Correspondence	Returned Mail/ Missing Correspondence
Spanish Call	Spanish Queue Transfer
Suicide Call	Suicide Call
Supervisor/ Senior Escalation	Referral to Senior LAS Referral to Supervisor Discourteous employee complaint
Threat Call	Threat Call
3. Closing
Category	Sub-Category
Used Appropriate Closing	Used Appropriate Closing
Closing Documentation	Required contact fields not complete and/or accurate Message field was not complete and/or clear and/or correct Contact information provided does not match the system of record (no justification for difference noted) Not enough information for the SOJ to take proper action 0820 (series) sent to the incorrect SOJ Unmarked check boxes that need to be marked PCR failed to read NOA statement when initiating 0820 (series) when applicable 0820 (series) not uploaded/ sent correctly
4. Communication Skills
Category	Sub-Category
Maintained Courtesy and Professionalism	Agent continually interrupted the caller Agent did not demonstrate professionalism and appropriate tone
Efficiently Managed Time and Call Flow	Agent allowed the caller to control the call. Agent did not address questions/concerns before the caller addressed additional questions /concerns Agent did not exhaust all resources before transferring to supervisor
Demonstrated Willingness to Help	Agent did not demonstrate willingness help Agent did not follow-up to ensure here were no other questions or concerns

Appendix I.b. FCC LAS Review Guide

The FCC LAS Review Guide is an explanation of the checklist questions found in FCC LAS IQRs. These instructions and guidelines have been developed to promote consistency and uniformity in the review of cases for IQRs. Use these instructions and guidelines in conjunction with the FCC LAS IQR checklist, as provided in M21-4, 8, Appendix H.a.