m21-4:8.I: 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 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. 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.