What this means
m21-5:1.A.2 explains location of the drocs. In plain terms, the official guidance says the National Work Queue (NWQ) manages decision review workload distribution through assigned routing rules and established local rules based on available employee capacity, which generally distributes the oldest pending claims to be worked first, except for VBA designated priority claims. It also addresses the distribution of the workload is determined by set capacities for each claim lifecycle based on the station’s Workforce Information Tool (WIT).
How this may help with a claim
Use m21-5:1.A.2 to audit how VA handled location of the drocs. Start with the decision date, the issue being reviewed, and the evidence VA was allowed to consider, then compare the record with this rule: The National Work Queue (NWQ) manages decision review workload distribution through assigned routing rules and established local rules based on available employee capacity, which generally distributes the oldest pending claims to be worked first, except for VBA designated priority claims. The distribution of the workload is determined by set capacities for each claim lifecycle based on the station’s Workforce Information Tool (WIT). Cite the exact document and page when raising a factual or procedural error, and use the review rights in the actual notice for any deadline.
What to review in your file
- Check the file against this official condition: As part of efficient distribution, DROCMs must update and ensure accuracy of their station's WIT on a weekly basis, to include the proper designation of specialized claims processors as noted in M21-5, Chapter 1, Section A, 3.f.
- Confirm that the record or notice addresses this source point: The National Work Queue (NWQ) manages decision review workload distribution through assigned routing rules and established local rules based on available employee capacity, which generally distributes the oldest pending claims to be worked first, except for VBA designated priority claims.
- Document how this stated step or exception applies: The distribution of the workload is determined by set capacities for each claim lifecycle based on the station’s Workforce Information Tool (WIT).
Important limits
m21-5:1.A.2 explains VA guidance for location of the drocs; it does not guarantee an award or replace the statutes, regulations, binding decisions, and review instructions that control an individual claim. Conditions and exceptions still matter, including this source point: The National Work Queue (NWQ) manages decision review workload distribution through assigned routing rules and established local rules based on available employee capacity, which generally distributes the oldest pending claims to be worked first, except for VBA designated priority claims. DROC Managers (DROCM) are responsible for ensuring that workload is distributed efficiently and equitably to maximize the DROCs' ability to serve Veterans and their dependents.
Search terms when useful
Phrases that may help when searching your claim file or this library.
- Location of the DROCs
- m21-5:1.A.2
- Location DROCs
- DROC Location Jurisdiction
- jurisdiction DROCs.
- 1.A.2.a. Location DROCs
- three DROCs located
- Seattle Washington
Original VA guidance
The official VA text of this section
2. DROC Location and Jurisdiction
Introduction
This topic contains information on
- location of the DROCs, and
- jurisdiction of the DROCs.
Change Date
October 3, 2022
1.A.2.a. Location of the DROCs
The three DROCs are located in
- Seattle, Washington
- St. Petersburg, Florida, and
- Washington, District of Columbia (remote office).
1.A.2.b. Jurisdiction of the DROCs
The National Work Queue (NWQ) manages decision review workload distribution through assigned routing rules and established local rules based on available employee capacity, which generally distributes the oldest pending claims to be worked first, except for VBA designated priority claims. Those designated priority claims are included in the daily workload distribution to ensure priority processing.
The distribution of the workload is determined by set capacities for each claim lifecycle based on the station’s Workforce Information Tool (WIT).
DROC Managers (DROCM) are responsible for ensuring that workload is distributed efficiently and equitably to maximize the DROCs' ability to serve Veterans and their dependents.
As part of efficient distribution, DROCMs must update and ensure accuracy of their station's WIT on a weekly basis, to include the proper designation of specialized claims processors as noted in M21-5, Chapter 1, Section A, 3.f.
Reference: For more information on updating the WIT, see the WIT Tool User Guide.