What this means
m21-5:3.B.5 explains outcome of national reviews. In plain terms, the official guidance says dROCs will learn the outcome of a OAR QA assessment that results in an error via QMS. In QMS, the “notified date” shown on the correction record is the date OAR QA notified the DROC of the error in QMS. It also addresses the clearing DROC’s Quality Review Team (QRT) coach, or their designee, will review the national error cited to determine if a reconsideration request will be submitted.
How this may help with a claim
Use m21-5:3.B.5 as an internal VA audit trail for outcome of national reviews, not as a promise of a particular result. Compare the actions recorded in your claim file or decision notice with this source-specific detail: DROCs will learn the outcome of a OAR QA assessment that results in an error via QMS. In QMS, the “notified date” shown on the correction record is the date OAR QA notified the DROC of the error in QMS. The clearing DROC’s Quality Review Team (QRT) coach, or their designee, will review the national error cited to determine if a reconsideration request will be submitted. 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: indicating when re-adjudication is not appropriate
- Confirm that the record or notice addresses this source point: DROCs will learn the outcome of a OAR QA assessment that results in an error via QMS. In QMS, the “notified date” shown on the correction record is the date OAR QA notified the DROC of the error in QMS.
- Document how this stated step or exception applies: In QMS, the “notified date” shown on the correction record is the date OAR QA notified the DROC of the error in QMS.
Important limits
m21-5:3.B.5 is primarily internal workflow guidance about outcome of national reviews. 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: DROCs will learn the outcome of a OAR QA assessment that results in an error via QMS. In QMS, the “notified date” shown on the correction record is the date OAR QA notified the DROC of the error in QMS. If the only corrective action is to provide training and/or feedback to the responsible employee, once a supervisor has confirmed the training and/or feedback has occurred, the DROC should enter a VBMS note and clear the EP 930.
Search terms when useful
Phrases that may help when searching your claim file or this library.
- Outcome of National Reviews
- m21-5:3.B.5
- Outcome National Reviews
- Reporting Correction National Error
- This topic describes reporting
- clearing DROC correcting
- identified responsible employee
- action take following notification
Original VA guidance
The official VA text of this section
5. Reporting the Correction of National Error Citations
Introduction
This topic describes procedures for reporting the correction of national error citations, including
- outcome of national reviews
- clearing DROC vs. correcting DRO C
- identified responsible employee
- action to take following notification of a national error
- EP 930 establishment requirements
- corrective actions and reporting
- time limit for corrective action
- indicating when re-adjudication is not appropriate
- clearing DROC’s Quality Review Team (QRT) coach’s responsibility for corrective action
- correcting DROC’s QRT coach’s responsibility for corrective action
- responsible employee’s responsibility for corrective action
- responsible employee’s coach’s responsibility for corrective action, and
- correction of local quality reviews.
Change Date
March 11, 2025
3.B.5. a. Outcome of National Reviews
DROCs will learn the outcome of a OAR QA assessment that results in an error via QMS. In QMS, the “notified date” shown on the correction record is the date OAR QA notified the DROC of the error in QMS. DROCs will learn the outcome of an OAR QA assessment that results in an error via QMS.
In QMS, the “notified date” shown on the correction record is the date OAR QA notified the DROC of the error in QMS.
3.B.5. b. Clearing DROC vs. Correcting DROC
The clearing DROC is the DROC that cleared the EP identified for national quality review.
The correcting DROC is the DROC that OAR QA identifies as responsible for taking the corrective action(s) documented during national quality review. OAR QA will identify the correcting DROC by its DROC number at the beginning of each error narrative. The correcting DROC is responsible for all corrective actions on a claim, even for those errors caused by a different DROC.
3.B.5. c. Identified Responsible Employee
In most cases, OAR QA will identify the employee responsible for the error. Rating Veterans Service Representatives (RVSRs) are responsible for both rating deficiencies and deficiencies in rating-related development. Authorizers are responsible for award promulgation-related errors.
If OAR QA cites multiple errors on one case, OAR QA will identify the DROC responsible for executing all corrections in the error narrative(s). For example, if the case has both rating and non-rating-related errors, the rating DROC is responsible for taking all corrective actions.
If the only corrective action required is not related to the EP identified for OAR QA assessment, OAR QA will not name the employee. Depending on the type of corrective action needed, OAR QA will assign corrective action to either the clearing DROC or rating DROC that processed the EP under OAR QA assessment. This error will not count against the DROC’s accuracy; however, this DROC is responsible for executing the corrective action(s).
3.B.5. d. Action to Take Following Notification of a National Error
QMS will route the error correction record(s) to the clearing DROC in all cases. The national error correction record(s) will populate in the clearing DROC’s QMS Coach Team queue.
The clearing DROC’s Quality Review Team (QRT) coach, or their designee, will review the national error cited to determine if a reconsideration request will be submitted.
Scroll sideways to see the full table.
| If … | Then follow the … |
| no reconsideration request is warranted | corrective action instructions in M21-5, Chapter 3, Section B.5.i. |
| a reconsideration request is warranted | reconsideration request instructions in M21-5, Chapter 3, Section B.6. |
3.B.5. e. EP 930 Establishment Requirements
The DROC must establish and clear the appropriate EP 930 for any claim with a cited error where the DROC previously cleared or cancelled the EP, even those that do not require a rating or award correction. OAR QA has established this requirement to ensure data integrity. OAR QA will monitor completion of error corrections using these EPs.
DROCs must establish EP 930s with the National Quality Error claim label and the National Quality Review special issue indicator.
Notes:
- The National Quality Review special issue indicator is a ‘Do Not Recall’ (DNR) indicator that prevents National Work Queue (NWQ) recall until the special issue is removed in conjunction with an appropriate transaction.
- If the EP associated with the claim reviewed for quality is still pending, which is likely following a local quality review, then an EP 930 is not necessary. The DROC should complete corrective action, to include mentoring and entering a Veterans Benefits Management System (VBMS) note, under the existing EP.
Requests for Reconsideration:
- The DROC should not establish an EP 930 unless OAR QA upholds an error on reconsideration.
- EP 930 is not necessary if OAR QA overturns an error on reconsideration.
References: For more information on the requirement to enter a VBMS note and how to enter one, please see
- M21-4, Appendix B, and
- VBMS User Guide.
3.B.5. f. Corrective Actions and Reporting
The identified correcting DROC must take corrective action on all national quality errors.
DROCs must complete all actions to initiate the correction within 30 days of notification of the error. If OAR QA cites multiple errors on a case, DROCs must execute all actions to initiate the correction of all errors.
When DROCs initiate all corrective actions, OAR QA considers the error correction “complete” for reporting purposes.
If the corrective action needed is development, rating correction, or award promulgation, once executed, DROCs must check the “Error Corrected” box in QMS and remove the DNR special issue indicator. NWQ will recall the EP and redistribute it when the EP is actionable for subsequent claim processing by any DROC based on capacity.
If no further action is needed after the corrective action is taken and reviewed by a supervisor for completion, the DROC should clear the EP 930.
If the only corrective action is to provide training and/or feedback to the responsible employee, once a supervisor has confirmed the training and/or feedback has occurred, the DROC should enter a VBMS note and clear the EP 930.
3.B.5. g. Time Limit for Corrective Action
The correcting DROC is required to initiate and report the corrective action taken for each error within 30 days of notification of an error.
3.B.5. h. Indicating When Re-Adjudication Is Not Appropriate
In cases which re-adjudication may be inappropriate, the correcting DROC must indicate why re-adjudication is not appropriate and describe other action taken, such as training or feedback provided to the identified responsible employee, when updating the error correction record in QMS. The clearing DROC may also indicate that the DROC requested reconsideration. If OAR QA denies the reconsideration request, the DROC must make and appropriately report the corrective action.
3.B.5. i. Cle aring DROC’s Quality Review Team (QRT) Coach’s Responsibility for Corrective Action
If the clearing DROC’s QRT coach, or designee, reviews and determines an error does not warrant a reconsideration request, the coach or designee must identify the DROC responsible for corrective actions using the DROC number annotated at the beginning of the error narrative(s).
- When the identified correcting DROC is also the clearing DROC, the clearing DROC will maintain ownership of the correction record(s) and must take corrective actions.
- When the identified correcting DROC is a DROC other than the clearing DROC, the clearing DROC’s QRT coach must transfer the error correction record(s) to the correcting DROC’s QMS Coach Team by selecting “change owner” for each error correction record that needs to be transferred.
The error will remain in “pending notification” status, and this action also confirms that the clearing DROC has reviewed and accepted the error.
3.B.5. j. Correcting DROC's QRT Coach’s Responsibility for Corrective Action
The table below outlines the correcting DROC’s QRT coach’s responsibility for corrective action to include
- notification, QMS actions, and EP 930 establishment with claim attributes
- changing ownership of the national error correction record in QMS, and
- ensuring the DROC takes corrective actions within five business days.
Scroll sideways to see the full table.
| Step Step | Action |
|---|---|
| 1 | Send notification (according to local procedures) of the error correction to the identified responsible employee, and ensure that a copy is sent to the employee’s supervisor. When there is no identified responsible employee, or the identified responsible employee is no longer of record at the DROC, use local procedures to determine who at the DROC is responsible for the corrective action. In QMS, mark the error correction record as “notified” when notification is sent to the employee and accept the error correction(s) by marking the “Error Accepted” box within each associated error correction record. Ensure that the DROC establishes an EP 930 with the appropriate claim label, along with the National Quality Review special issue indicator and assigns it to the appropriate employee in VBMS. Choose the appropriate claim label from the following selections: Correction of National Quality Error – Appeals Correction of National Quality Error – Non-Rating Correction of National Quality Error – Rating |
| 2 | Change ownership of the national error correction record(s) in QMS to the responsible employee’s supervisor for tracking and updating. |
| 3 | The responsible employee has a maximum of five business days to take corrective action. |
3.B.5. k. Responsible Employee’s Responsibility for Corrective Action
The table below outlines the responsible employee’s responsibility for corrective action.
Scroll sideways to see the full table.
| Step Step | Action |
|---|---|
| 1 | Take the corrective action and enter mandatory notes in VBMS describing the corrective action taken, date taken, and DROC number taking corrective action. |
| 2 | Communicate with supervisor to advise of completion of required corrections. |
| 3 | The responsible employee has a maximum of five business days to take corrective action. |
3.B.5. l. Responsible Employee’s Coach’s Responsibility for Corrective Action
The table below outlines the responsible employee’s coach’s responsibility for corrective action.
Scroll sideways to see the full table.
| Step Step | Action |
|---|---|
| 1 | Ensure that the responsible employee completes corrective action within the required five business day timeframe and adds the mandatory VBMS note. |
| 2 | Remove the National Quality Review special issue. |
| 3 | Update the error correction record by marking the “Error Corrected” box within each associated error correction record in QMS. |
3.B.5. m. Correction of Local Quality Reviews
The general procedures for correction of local quality reviews are the same as the procedures for correction of national quality reviews. If the EP associated with the claim reviewed for local quality is still pending, then an EP 930 is not necessary. Corrective action to include mentoring and entering a VBMS note should be conducted under the existing EP.
Exceptions:
- The appropriate EP 930 claim label for local quality reviews is Correction of Local Quality Error.
- The appropriate DNR special issue is Local Quality Review.
References: For more information on
- the requirement to enter a VBMS note and how to enter one, please see
- M21-4, Appendix B, and
- VBMS User Guide.
- QRT and local quality reviews, see M21-5, Chapter 3, Section A.