Duties of CAs

4. DROC Roles and Responsibilities

Introduction

This topic contains information on duties and responsibilities of

• CAs
• VSRs
• RVSRs, and
• Duties of DROs, DROs

Change Date

April 14, 2026

1.A.4.a. Duties of CAs

CAs are assigned to the DROC IPC. This group of employees has varying degrees of responsibility within the IPC primarily revolving around claims control.

Responsibilities include but are not limited to

• controlling and processing of mail inventory,
• performing EP and claim label assignment,
• controlling and updating electronic records, and
• establishment/controls of EPs

Note: DROCs are responsible to maintain VSRs that can perform the duties outlined in this section.

Reference: See M21-1, Part II, Subpart i, 1.A.1.a. for information about mail intake procedures

1.A.4.b. Duties of VSRs (to include SVSRs, GS-12 VSRs and/or certified, GS-11 VSRs)

VSR responsibilities include but are not limited to:

• triaging of electronic files received from the Board, to include remands, grants, and partial grants,
• performing initial review and all required actions to move a claim to the next claim life cycle,
• reviewing new remands and ensuring that development and/or action is initiated within fifteen days of receipt of the file (based on existing Board timeframes),
• processing mail and establishing claims,
• completing any directed development for appeals in the remand stage and other assigned claims,
• updating all appropriate systems, to include Veterans Appeals Control and Locator System (VACOLS), VBMS, Caseflow, etc.
• ensuring VBA electronic systems accurately reflect
• suspense dates and reasons
• contentions associated with a claim
• development undertaken in connection with a claim
• evidence received in connection with a claim, and
• claim status and claim label
• contacting claimants who have requested a call related to a claim,
• following systems compliance policies/procedures,
• generating awards,
• authorizing awards,
• notifying beneficiaries of proposed adverse actions,
• deciding issues that do not require a rating decision,
• issuing decisions on non-rating related HLRs, and
• providing claimants with decision review request notifications.

References: For more information about

• claim development, see
• M21-1, Part III, Subpart i, and
• M21-1, Part IV, Subpart i,1
• claim development in VBMS, see the
• VBMS Job Instruction Sheet - Initial Claim Development, and
• VBMS Job Instruction Sheet - Supplemental Claim Development
• who may request a medical examination or opinion, see
• M21-1, Part IV, Subpart i, 1.A, and
• M21-1, Part IV, Subpart i, 1.B.
• entering award data in VBMS, see the VBMS User Guide
• deciding issues that do not require a rating decision, see M21-1, Part X, Subpart v, 1.C.1
• general authorization and notification issues to include issuing notice of a proposed adverse action, see
• M21-1, Part VI, Subpart i, 1.A, and
• M21-1, Part VI, Subpart i, 1.B
• issuing decision notification, see M21-1, Part VI, Subpart i, 1.B, and
• use of the VBMS Package Manager to create packages for centralized printing under CBCM, see VBA Learning Catalog – Centralized Benefits Communications Management (CBCM) Phase One - Centralized Printing (4415957).

1.A.4.c. Duties of RVSRs

RVSR responsibilities include but are not limited to

• issuing timely, high-quality decisions on
• AMA full grants by the Board,
• AMA Board remands,
• completing rating actions for all favorable Board decisions,
• requesting any complex medical opinions in accordance with M21-1, Part IV, Subpart i, 2.A.7.b, and
• following systems compliance policies/procedures.

References: For more information about

• analyzing medical evidence to determine entitlement to VA benefits and preparing rating decisions, see
• M21-1, Part IV, Subpart ii, 2, and
• M21-1, Part V, Subpart i, 1.A.
• reviewing Compensation and Pension Record Interchange (CAPRI) and Joint Legacy Viewer (JLV) for recent and relevant treatment records, see
• M21-1, Part X, Subpart iii, 1.A.1.b, and
• M21-1, Part III, Subpart ii, 2.B.1.i, and
• preparing rating decisions in VBMS, see the VBMS User Guide - Rating

1.A.4.d. Duties of DROs

DRO responsibilities include but are not limited to

• issuing timely, high-quality decisions on
• grants by the Board,
• HLRs,
• identifying DoO or duty to assist errors and returning impacted HLR issues for corrective action,
• conducting Informal Conferences and updating controls,
• following systems compliance policies/procedures,
• participating in mentoring and training, and
• performing appeals processes, to include holding formal hearings, and performing de novo review of appeals.

Reference: For more information about the duties of DROs, and the DRO review process, see M21-5, Chapter 7, Section C.