Claim Raven

M21-5 · Section 7.C.2

DRO Duties

M21-5 section 7.C.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

m21-5:7.C.2 explains DRO duties. In plain terms, the official guidance says the Decision Review Operations Center Manager (DROCM), Veterans Service Center Manager (VSCM), or Pension Management Center Manager (PMCM) (or Assistant DROCM, VSCM, or PMCM) It also addresses dROCMs, VSCMs, and PMCMs are responsible for the quality of decisions produced in the DROCs, VSCs, and PMCs respectively. This responsibility extends to ensuring that DROs properly apply all laws, regulations, and instructions to decisions rendered.

How this may help with a claim

Use m21-5:7.C.2 to audit how VA handled DRO duties. 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 Decision Review Operations Center Manager (DROCM), Veterans Service Center Manager (VSCM), or Pension Management Center Manager (PMCM) (or Assistant DROCM, VSCM, or PMCM) DROCMs, VSCMs, and PMCMs are responsible for the quality of decisions produced in the DROCs, VSCs, and PMCs respectively. 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: evaluate the evidence of record, including the need for additional evidence as a result of information obtained during the conference or hearing
  • Confirm that the record or notice addresses this source point: decide disagreements based on the entire evidentiary record
  • Document how this stated step or exception applies: As stated in M21-1, Part X, Subpart ii, 5.A.3.e, the D ROCM/ VSCM/PMCM or designee must approve all CUE decisions prepared by a DRO when the CUE decision would

Important limits

m21-5:7.C.2 explains VA guidance for DRO duties; 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 Decision Review Operations Center Manager (DROCM), Veterans Service Center Manager (VSCM), or Pension Management Center Manager (PMCM) (or Assistant DROCM, VSCM, or PMCM) As stated in M21-1, Part X, Subpart ii, 5.A.3.e, the D ROCM/ VSCM/PMCM or designee must approve all CUE decisions prepared by a DRO when the CUE decision would

Search terms when useful

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

  • DRO Duties
  • m21-5:7.C.2
  • Duties Responsibilities
  • duties
  • Decision Review Operations Center
  • Responsibility quality decisions
  • work measurement responsibilities
  • acting DRO.

Original VA guidance

The official VA text of this section

2. DRO Duties and Responsibilities

Introduction

This topic contains information on DRO duties and responsibilities, including

  • DRO duties
  • Decision Review Operations Center Manager (DROCM), Veterans Service Center Manager (VSCM), or Pension Management Center Manager (PMCM) duties
  • Responsibility for the quality of DRO decisions
  • DRO work measurement responsibilities, and
  • acting DRO.

Change Date

March 13, 2025

7.C.2.a. DRO Duties

The following lists the duties of DROs:

  • hold informal conferences and formal hearings
  • evaluate the evidence of record, including the need for additional evidence as a result of information obtained during the conference or hearing
  • decide disagreements based on the entire evidentiary record
  • directly contact appellants and representatives
  • perform journeyman Rating Veterans Service Representative (RVSR) duties
  • play a central role in employee development, including
  • mentoring new employees, such as appeals RVSRs
  • participating in the training of RVSRs
  • providing feedback to the Office of Administrative Review (OAR), Compensation Service, or Pension and Fiduciary (P&F) Service managers at all levels, and
  • certify and coordinate the transfer of appeals to the Board.

Notes:

  • The DRO may also be a member of the appeals team and the appeals team coach may assign work to the DRO.
  • The composition of the local appeals team may vary. At some regional offices (ROs), the team may consist of only DROs, while at others, it may also include
  • RVSRs
  • Veterans Service Representatives (VSRs), and
  • Claims Assistants.

Reference: For more information on the definition of DRO, see M21-5, Chapter 7, Section A.1.c.

7.C.2.b. Decision Review Operations Center Manager (DROCM), Veterans Service Center Manager (VSCM), or Pension Management Center Manager (PMCM) Duties

The Decision Review Operations Center Manager (DROCM), Veterans Service Center Manager (VSCM), or Pension Management Center Manager (PMCM) (or Assistant DROCM, VSCM, or PMCM)

  • may exercise all duties and authorities of the DRO
  • assigns duties that are appropriate to the DRO’s grade level and position, as time allows, provided such duties do not conflict with the DRO’s status as an impartial and independent decision-maker
  • appoints acting DROs during the temporary absence or disqualification of a DRO, and
  • assigns personnel who did not participate in the decision to hold a personal hearing in
  • cases where the appellant has elected the traditional appellate review process, and
  • unusual or emergency circumstances.

7.C.2.c. Responsibility for the Quality of DRO Decisions

DROCMs, VSCMs, and PMCMs are responsible for the quality of decisions produced in the DROCs, VSCs, and PMCs respectively. This responsibility extends to ensuring that DROs properly apply all laws, regulations, and instructions to decisions rendered.

In some cases, where the DROCM, VSCM, or PMCM disagrees with the substantive decision of a DRO, the DROCM, VSCM, or PMCM may

  • request reconsideration in the decision, or
  • seek an advisory opinion or administrative review.

Important: As stated in M21-1, Part X, Subpart ii, 5.A.3.e, the D ROCM/ VSCM/PMCM or designee must approve all CUE decisions prepared by a DRO when the CUE decision would

  • reduce a service-connected (SC) evaluation(s), or
  • sever service connection (SC) for a disability(ies).

References: For more information on

  • requesting advisory opinions, see M21-1, Part X, Subpart v, 1.A.2.a,
  • requesting administrative reviews, see M21-1, Part X, Subpart v, 1.A.3.a, and
  • preparing a CUE decision, see M21-1, Part X, Subpart ii, 5.A.3.e

7.C.2.d. DRO Work Measurement Responsibilities

The DRO

  • maintains an accurate record of the actual hours spent performing DRO duties at different ROs, should the need arise, and
  • prepares a report for the DROCM, VSCM, PMCM, or appeals team coach at the RO where the service was performed.

7.C.2.e. Acting DRO

When the DRO is temporarily absent or disqualified due to participation in the decision under review and there are no other qualified DROs available, the DROCM, VSCM, or PMCM of the RO where the hearing is scheduled appoints an acting DRO.

The acting DRO

  • shall have considerable understanding of the issue that is the subject of the hearing
  • shall not be less than a GS-12, except in extraordinary circumstances, and
  • cannot have participated in the decision being reviewed.

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.