What this means
m21-5:7.B.5 explains sample telephone script. In plain terms, the official guidance says good morning/afternoon. May I speak with [Veteran’s name]? My name is [your name], a [your title] at the [location of regional office] Regional Office. I am calling you today regarding your Notice of Disagreement we received on [date]. Verification Steps: It provides the source's official structure for checking this subject against the actual claim record or VA notice.
How this may help with a claim
Use m21-5:7.B.5 to audit how VA handled sample telephone script. Start with the decision date, the issue being reviewed, and the evidence VA was allowed to consider, then compare the record with this rule: Good morning/afternoon. May I speak with [Veteran’s name]? My name is [your name], a [your title] at the [location of regional office] Regional Office. Good morning/afternoon. May I speak with [Veteran’s name]? My name is [your name], a [your title] at the [location of regional office] Regional Office. 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: Good morning/afternoon. May I speak with [Veteran’s name]? My name is [your name], a [your title] at the [location of regional office] Regional Office.
- Confirm that the record or notice addresses this source point: Good morning/afternoon. May I speak with [Veteran’s name]? My name is [your name], a [your title] at the [location of regional office] Regional Office.
- Document how this stated step or exception applies: Good morning/afternoon. May I speak with [Veteran’s name]? My name is [your name], a [your title] at the [location of regional office] Regional Office.
Important limits
m21-5:7.B.5 explains VA guidance for sample telephone script; 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: Good morning/afternoon. May I speak with [Veteran’s name]? My name is [your name], a [your title] at the [location of regional office] Regional Office. Good morning/afternoon. May I speak with [Veteran’s name]? My name is [your name], a [your title] at the [location of regional office] Regional Office.
Search terms when useful
Phrases that may help when searching your claim file or this library.
- Sample Telephone Script
- m21-5:7.B.5
- Exhibit Telephone Script Appeal
- 7.B.5.a. Sample Telephone Script
- sample script telephone contact
- Good morning afternoon. speak
Original VA guidance
The official VA text of this section
5. Exhibit: Telephone Script, General Appeal Response
Change Date
May 27, 2022
7.B.5.a. Sample Telephone Script
A sample script for telephone contact with appellants is shown below.
Scroll sideways to see the full table.
| Good morning/afternoon. May I speak with [Veteran’s name]? My name is [your name], a [your title] at the [location of regional office] Regional Office. I am calling you today regarding your Notice of Disagreement we received on [date]. Verification Steps: To protect your privacy, I need to verify the following information: [Verify identity of appellant with questions shown in M21-1, Part III, Subpart i, 2.D.1.f] Thank you for providing your information. On your Notice of Disagreement, you indicated you wanted someone to contact you about your appeal. First, please let me verify the issue(s) you disagree with. [Verify the issue(s) on the NOD form]. [Discussion between VBA employee and appellant]. I will document our conversation and include it with your claims folder. We will also provide a copy of this documentation to your appointed representative, [insert name of representative, if applicable]. CLOSING – UNREPRESENTED VETERAN Do you have any additional evidence you would like to submit regarding this/these issue(s)? If so, please submit the evidence to our office within 30 days. Can I answer any questions for you related to the issue(s) addressed in this appeal? Thank you for your time and service to our country. CLOSING – REPRESENTED VETERAN Do you have any additional evidence you would like to submit regarding this/these issue(s)? If so, please submit additional evidence through your appointed representative, [name of representative], or directly to our office within 30 days. If you don’t have any additional questions for us to answer at this time, we will move forward with processing your appeal. Let me also encourage you to communicate with your appointed representative, [name of representative], if you have any questions or concerns. Thank you for your time and service to our country. |