Claim Raven

M21-5 · Section 2.2

OAR NTC Audiences

M21-5 section 2.2. Official source text with a separately reviewed Claim Raven explanation when available.

Claim Raven wrote the explanation that follows. The original VA text appears below it, unchanged.

Read the VA text belowOpen the official VA source ↗

What this means

m21-5:2.2 explains OAR NTC audiences. In plain terms, the official guidance says the OAR NTC is required annual training for all DROC employees, to include: It also addresses example: The DRO mandated curriculum encompasses all lessons required of DROs throughout the fiscal year.

How this may help with a claim

Use m21-5:2.2 to audit how VA handled OAR NTC audiences. 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 OAR NTC is required annual training for all DROC employees, to include: Example: The DRO mandated curriculum encompasses all lessons required of DROs throughout the fiscal year. 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: The OAR NTC is required annual training for all DROC employees, to include:
  • Confirm that the record or notice addresses this source point: OAR and Compensation Service develop FY mandated training courses for specific topics based on national quality trends and emerging issues. All employees in the target audience must complete the mandated training.
  • Document how this stated step or exception applies: determine all FY mandated training items

Important limits

m21-5:2.2 explains VA guidance for OAR NTC audiences; 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 OAR NTC is required annual training for all DROC employees, to include: DROCs must adhere to training hour requirements listed in M21-5, Chapter 2, Topic 3.a, and DROC Managers may request additional training excluded time from the DROC/RO Director.

Search terms when useful

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

  • OAR NTC Audiences
  • m21-5:2.2
  • Training Definitions Resources
  • Audiences
  • Mandated Training Curriculum
  • Station-Selected Training
  • Curriculum Definition
  • Terminology

Original VA guidance

The official VA text of this section

2. Training Definitions and Resources

Introduction

This topic contains information about

  • OAR NTC Audiences
  • FY Mandated Training Curriculum
  • Station-Selected Training
  • Curriculum Definition
  • TMS Terminology
  • Employee Position-Category Definitions for Training
  • Training Definition
  • Training Resources
  • VBA Learning Catalog
  • VBA Availability Playbook
  • VIP Training Program Description
  • VIP Ancillary Training (VAT) Curricula

Change Date

October 1, 2025

2.2. a. OAR NTC Audiences

The OAR NTC is required annual training for all DROC employees, to include:

  • Veterans Service Representatives (VSR)
  • Senior Veterans Service Representatives (SVSR - GS 11/12 VSR/authorizers)
  • Rating Veterans Service Representatives (RVSR)
  • Decision Review Officers (DRO)
  • Quality Review Team (QRT): Authorization Quality Review Specialists (AQRS) and Rating Quality Review Specialists (RQRS)
  • Claims Assistants (CA)
  • Designated specialized processors, and
  • DROC management (Assistant Coaches, Coaches, Assistant DROC Managers, and DROC Managers).

2.2.b. FY Mandated Training Curriculum

OAR and Compensation Service develop FY mandated training courses for specific topics based on national quality trends and emerging issues. All employees in the target audience must complete the mandated training.

OAR and Compensation Service

  • determine all FY mandated training items
  • identify mandated items in the VBA Learning Catalog, and
  • automatically assign mandated items to employees' TMS learning plans.

References: For more information on

  • Compensation Service FY Mandated Training Curriculum, see M21-3, Part I, Section A.3.
  • OAR FY Mandated Training Curriculum, see M21-5, Chapter 2, Topic 3, and
  • For a complete list of all curricula, sub-curricula, and assigned mandated training, see the OAR FY26 Mandated Courses Released Spreadsheet available on the VBA Learning Catalog.

2.2.c. Station-Selected Training

DROCs determine station-selected training based on analysis of local quality reviews, OAR and Compensation Service Quality Assurance Reviews, national quality trends, and requirements for a particular position.

Eligible training for OAR NTC station-selected credit includes courses available in the VBA Learning Catalog that match employees' positions, have a nationally-assigned TMS item number, and are within the Compensation, Pension, and OAR audiences. OAR also encourages cross-training, if appropriate, by utilizing training outside of employees' usual positions (e.g., a VSR completes RVSR training).

In some situations, DROCs may identify learning needs that are not met by existing training materials in the VBA Learning Catalog. However, DROCs cannot use locally-created materials for training without OAR approval. To request additional training that complies with VBA Availability Playbook guidance and awards NTC credit, Training Managers must email the OAR Quality and Training division at VBAWASOARQUALITYTRN@va.gov.

Reference: For more information on the VBA Availability Playbook, see M21-5, Chapter 2, Topic 2.j.

2.2.d. Curriculum Definition

A course of study designed for a particular purpose.

Example: The DRO mandated curriculum encompasses all lessons required of DROs throughout the fiscal year.

2.2.e. TMS Terminology

TMS is the VA system of record for all VA training data.

Frequently used TMS terminology include:

  • TMS Cohort: A tool used to group users who have a common set of primary requirements (e.g., the OAR NTC Pre VSR Cohort groups all OAR employees with Pre VSR-related training requirements)
  • TMS Specialized Cohort: A tool used to group users who have a common set of specialized requirements (e.g., the OAR VSR MST specialized cohort groups all DROC VSRs responsible for processing military sexual trauma (MST) cases)
  • Level I Evaluations: Surveys administered to gather students’ feedback and thoughts regarding their training experience, and
  • Level II Assessments: Exams that measure students’ knowledge, skills, and abilities as a result of the training.

Reference: For more information about TMS, see the TMS web site.

2.2.f. Employee Position-Category Definitions for Training

Employee position-category is the status of an employee for a set period of time in that position. This period is defined by the timeframe needed to complete required training curricula and demonstrate basic proficiency in job-related tasks. Employee position-category definitions for training purposes are

  • Entry-Level: An employee that has been in a position for 0-12 months.
  • Intermediate-Level: An employee that has been in a position for 13-24 months.
  • Journey-level: An employee that has been in a position for at least 25 months.

Reference: For more information on available training based on employee position-category, see the VBA Learning Catalog.

2.2.g. Training Definition

Training is the process of providing for and making available to an employee, and placing or enrolling the employee in, a planned, prepared, and coordinated program, course, curriculum, subject, system, or routine of instruction or education, in scientific, professional, technical, mechanical, trade, clerical, fiscal, administrative, or other fields, which will improve individual and organizational performance and assist in achieving the agency’s mission and performance goals.

Reference: For more information on the definition of training for federal

employees, see 5 U.S.C. 4101(4).

2.2.h. Training Resources

The following is a list of resources related to OAR NTC.

  • VBA Learning Catalog
  • OAR Intranet
  • OAR Quality Assurance & Training External SharePoint site (for Training Managers and DROC management only)
  • Compensation Service Training web site
  • TMS web site
  • Training Center of Excellence (TCOE)

2.2.i. VBA Learning Catalog

The VBA Learning Catalog is an online training catalog organized specifically to support VBA training programs. The purpose of the catalog is to aggregate training materials so that employees can easily locate and complete training courses that further competency in OAR and Compensation Service target areas.

Personnel may search for and identify courses in the VBA Learning Catalog by

  • Audience: Find a training topic for a certain audience (e.g., "RVSR").
  • Curriculum: Find a training topic for a certain curriculum (e.g., "FY26 National Training Curriculum").
  • Category: Find a training topic for a certain category (e.g., "Entry Level").
  • Design/Delivery: Find a training topic for a certain design/delivery option (e.g., "Online" or "Instructor-led").

Reference: For more information on the VBA Learning Catalog, see the VBA Learning Catalog User Guide.

2.2.j. VBA Availability Playbook

The VBA Availability Playbook provides guidance for utilizing excluded time to account for non-creditable activities such as training. The guidance applies to experienced OAR employees that are not in a trainee status and are on production standards.

DROCs must adhere to training hour requirements listed in M21-5, Chapter 2, Topic 3.a, and DROC Managers may request additional training excluded time from the DROC/RO Director. Directors may approve up to 10 hours per person per year. OAR must approve requests for training in excess of the Director’s approval authority. To request approval, DROC/RO Directors must email a list of employees, by position, to the OAR Quality and Training division at VBAWASOARQUALITYTRN@va.gov, and provide the specific training courses, total number of excess hours, and justification as to how the excess hours are part of a defined action plan for each employee.

For complete guidance on proper use of all excluded time reasons, see the VBA Availability Playbook on the Office of Field Operations (OFO) Workload and Time Reporting System (WATRS) Intranet page.

2.2.k. VIP Training Program Description

The VIP Training Program is a multi-week training program that serves as an introduction and orientation for employees who are newly assigned to VSR and RVSR positions. VIP training provides employees with hands-on training on computer applications, policies, and procedures related to claims processing.

VIP training is comprised of three phases: an Instructor-led Web-based Training (IWT) phase delivered by Compensation Service Training Staff, a Classroom phase where students receive live training from DROCs virtually and/or in person, and an Informal Assessment phase where students get hands-on experience working live claims under an experienced mentor.

DROCs can locate VSR and RVSR VIP training schedules on the Compensation Service Training Homepage and OAR Intranet Training Homepage, and VIP training courses within the VBA Learning Catalog.

2.2.l. VIP Ancillary Training (VAT) Curricula

VAT curricula consist of one-time mandated training items. These on-time mandated courses focus on specific topics that the identified target audience must complete at least once after VIP graduation or during onboarding. Employees must complete VAT curricula in addition to Compensation Service and OAR mandated training.

Reference: DROCs may view items within the VAT curricula, by position, on the OAR FY26 Mandated Courses Released spreadsheet on the VBA Learning Catalog.

Not legal or medical advice: The M21 manuals are VA operational guidance for staff. They do not override laws, regulations, or court decisions. Claim Raven is not an official VA application and is not affiliated with the U.S. Department of Veterans Affairs.