What this means
m21-5:3.A.2 explains primary duties of the QRT. In plain terms, the official guidance says QRT is responsible for providing training as it relates to the identification of error trends. It also addresses second signature reviews associated with training activities are the joint responsibility of the QRT, CAs, VSRs, RVSRs, and DROs.
How this may help with a claim
Use m21-5:3.A.2 as an internal VA audit trail for primary duties of the QRT, not as a promise of a particular result. Compare the actions recorded in your claim file or decision notice with this source-specific detail: QRT is responsible for providing training as it relates to the identification of error trends. Second signature reviews associated with training activities are the joint responsibility of the QRT, CAs, VSRs, RVSRs, and DROs. If the record does not show the expected action, identify the missing step precisely when asking VA or an accredited representative to review the file.
What to review in your file
- Check the file against this official condition: QRSs may assist the DROC with second signature work (trainee reviews, special monthly compensation (SMC) reviews, etc.) only when the QRT is up-to-date with primary QRT duties (IQRs, IPRs, mentoring).
- Confirm that the record or notice addresses this source point: QRT is responsible for providing training as it relates to the identification of error trends.
- Document how this stated step or exception applies: Second signature reviews associated with training activities are the joint responsibility of the QRT, CAs, VSRs, RVSRs, and DROs.
Important limits
m21-5:3.A.2 is primarily internal workflow guidance about primary duties of the QRT. It can help identify what VA was expected to document, but it does not by itself create a claimant deadline, a freestanding entitlement, or a guaranteed remedy. The source also states: QRT is responsible for providing training as it relates to the identification of error trends. Other areas in which QRT (inclusive of QRT coaches/assistant coaches) may be involved include:
Search terms when useful
Phrases that may help when searching your claim file or this library.
- Primary Duties of the QRT
- m21-5:3.A.2
- Primary Duties QRT
- Duties
- primary duties
- involvement training
- other areas involvement.
- 3.A.2.a. Primary Duties
Original VA guidance
The official VA text of this section
2. Duties of the QRT
Introduction
This topic contains information on the duties of the QRT, including
- primary duties of the QRT
- QRT involvement in training, and
- other areas of QRT involvement.
Change Date
August 17, 2021
3.A.2.a. Primary Duties of the QRT
The following list outlines the primary duties performed by QRTs:
- Monthly Individual Quality Reviews (IQRs) for all CAs, VSRs, RVSRs, DROs, and QRSs
- In-Process Reviews (IPRs)
- Peer reviews of errors
- Veterans Benefits Management System (VBMS) Deferral Mitigations
- VBMS-Rating (VBMS-R) Override Review
- Expanded and enhanced reviews
- Mentoring, feedback, and training on quality trends, and
- Special reviews identified by OAR.
3.A.2.b. QRT Involvement in Training
QRT is responsible for providing training as it relates to the identification of error trends. All other trainings (including Vitural and In-Person Progression (VIP), Challenge, national and local training, etc.) are the joint responsibility of the QRT, CAs, VSRs, RVSRs and DROs.
Note: Second signature reviews associated with training activities are the joint responsibility of the QRT, CAs, VSRs, RVSRs, and DROs.
3.A.2.c. Other Areas of QRT Involvement
Other areas in which QRT (inclusive of QRT coaches/assistant coaches) may be involved include:
- providing specific training recommendations as they pertain to quality at the employee level and DROC level, to improve quality based on the results of reviews,
- conducting monthly meetings with DROC leadership and the DROC Training Manager, or designated training coordinator, to identify trends and specific recommendations,
- working with Training Managers, or designated training coordinators, to create and provide specific training identified by error trends and analysis, and
- using national and local results to identify recurring issues at the individual or team level that require additional training.
Note: QRSs may assist the DROC with second signature work (trainee reviews, special monthly compensation (SMC) reviews, etc.) only when the QRT is up-to-date with primary QRT duties (IQRs, IPRs, mentoring).