Manual coverage

The changed CA critical-task range does not change the existing identity, EP-control, records, or closeout questions. The chapter contains conflicting statements about the number of critical CA tasks.

• M21-4 6.C.a and 6.9.a: Appendix C.a now identifies CA Tasks 1–4 as critical for employee quality totals. Paragraph 6.9.a still says five critical CA tasks. Use the current CAIQR checklist identified in C.a and obtain clarification of the conflict before relying on a task count for a quality calculation.
• M21-4 6.C.c; Appendices A and B: The underlying CA, VSR, and RVSR task descriptions used by this tool did not change in this refresh. The shared opening and closeout checks remain applicable. This tool does not calculate employee quality scores.

Review covers the changes and their effect on existing guidance. It does not establish a complete decision path for this article.

The fiduciary quality chapter now includes misuse work in national review sampling, adds a Misuse Quality Checklist, and uses Genesys for FCC review processes. These are fiduciary quality procedures, not new competency-rating criteria.

• M21-4 8.2.a and 8.2.c: Hub national samples now include field examination, accounting, and misuse work. The added misuse EP is 290 FID-Misuse. Genesys generates the FCC call sample.
• M21-4 8.6–8.18: FCC review, reconsideration, and associated quality processes now use Genesys where the earlier text referred to Calabrio or Power Apps. Hubs continue to use QMS. Formal reconsideration still has a 10-business-day request period and a 30-day response period; the authorized manager or designee submits it.
• M21-4 8 Appendices C–I: The current headings are C: Misuse; D: FCC national quality; E: LIE; F: FE; G: FSR; H: FAR; I: FCC LAS. Locate the checklist by its heading and role. The role review-guide paragraphs still point one appendix back in several places.

Review covers the changes and their effect on existing guidance. It does not establish a complete decision path for this article.

The substitution deadline procedure now specifies the Substitution Calculator. Eligibility, the remaining-time principle, and the separate limits of the chosen review lane remain in place.

• XI.ii.3.B.3.a, Steps 1–3: Use the Substitution Calculator linked in the source. Choose its 365 Days tab, or LEAP YEAR–366 Days when the original decision-review period includes February 29. Use its results for the substitute’s review deadline and the common accrued-benefit filing deadline. A deadline falling on a weekend or holiday moves to the next succeeding workday.
• XI.ii.3.B.3.a, Important: The calculator does not determine accrued filing limits under 38 CFR 3.1001 or 3.1003; consult XI.ii.3.C.1.e for those cases. Pension management centers must use and upload a copy of the Substitution Calculator to the claims folder. The linked calculator is a separate resource and is not embedded in this HTML file.
• XI.ii.3.B.3.b–d: Substitution does not open the evidentiary record for higher-level review. Check the required AMA form and the posture of the deceased claimant’s matter. Updated references include X.ii.2.A.1.a, XI.ii.3.E.16 (including .m for EP disposition), and XI.ii.3.C.5.a for missing forms.

Review covers the changes and their effect on existing guidance. It does not establish a complete decision path for this article.

This update mainly clarifies wording. Chapter 18 jurisdiction remains with Denver. Receipt of Chapter 18 benefits does not automatically establish dependency on the Veteran’s compensation award.

• VIII.i.3.A.1.a: Denver processes the Chapter 18 issue. Other ROs follow the table for an existing child eFolder, no eFolder, or insufficient identifying information. They do not establish Chapter 18 EPs, transfer the Veteran’s claims folder, or send concurrent EPs to Denver.
• VIII.i.3.A.2.a–b: A child receiving Chapter 18 benefits may also qualify as a dependent; establish that separately. Only one Chapter 18 monthly allowance is payable. Chapter 18 vocational training and Chapter 35 assistance cannot be received concurrently.
• VIII.i.3.A.3.a and 4.a: A noncompensable Level 0 finding for covered birth defects can still permit health care and vocational training. The rates link wording was updated; this tool does not infer a new rate from that editorial change.

Review covers the changes and their effect on existing guidance. It does not establish a complete decision path for this article.

The authorization update clarifies wording; it does not change the reduction, termination, or authorization rules used by the existing orientation.

• VIII.i.3.E.1.a: For reduction or discontinuance, generally use the facts found, subject to 38 CFR 3.105(g) and 3.114(b). The erroneous-payment table distinguishes beneficiary error (date of erroneous award) from VA administrative error (date of last payment). Do not choose a date without classifying the facts.
• VIII.i.3.E.1.b and 2: For death, discontinue on the last day of the month before the month of death. Authorization processes awards and denials, promulgates the rating or prepares an administrative denial, and sends the decision notice.

Review covers the changes and their effect on existing guidance. It does not establish a complete decision path for this article.

The added pension-election paragraph can require a new application with current income and asset information. This is a targeted compensation/pension interaction, not a new opening step for every compensation claim.

• VI.ii.1.A.2.a: When entitlement exists to compensation and pension, ordinarily assume the greater benefit unless the claimant indicates otherwise. Retain the exception that treats the $90 Medicaid nursing-home pension rate as the greater benefit and tells the claimant of the right to elect compensation.
• VI.ii.1.A.2.a, new-form conditions: A new VA Form 21P-527EZ with current income and asset information is required when all three conditions apply: the initial grant of pension entitlement is more than one year past the original filing; the claimant currently receives compensation; and there is an indication pension may now be greater, such as a compensation reduction.
• VI.ii.1.A.2.a, receipt within one year: If that form arrives within one year of solicitation and pension can be granted, apply the source’s date-entitlement-arose or date-pension-became-greater rule. This is not an automatic award from the form’s receipt date; establish entitlement and compare the actual benefit timeline.
• VI.ii.1.A.2.b and 2.d: Do not extend the assumed-greater-benefit rule to the other benefit combinations listed in 2.b. The $90-rate election exception in 2.d now locates LAST PAID DATE in the VBMS AWARDS INFORMATION dropdown. The underlying exception is unchanged.

Review covers the changes and their effect on existing guidance. It does not establish a complete decision path for this article.

This is the largest procedural update of the nine: verification sources, Coast Guard handling, AskDFAS response periods, an older-service exception, PEB retrieval, and awards with hardship-adjusted withholding. Read the branch that matches the case before adjusting payment.

• VI.ii.2.1.b–d and 2.2.b, Steps 1–8: The application, DD Form 214, and listed Share/VBMS payment fields do not themselves verify the amount. The table’s “not verified” cell spans all six rows. Use VIS or an appropriate service/DFAS confirmation under 2.2.b. Distinguish projected VIS pay type P from verified data, resolve implausible amounts, total split rows when needed, and upload the VIS report. Check previous recoupment, including historical BDN award prints; request a Finance audit if completion cannot be determined.
• VI.ii.2.2.b, Steps 9–12: Coast Guard: Open a Customer Care ticket and document the identifying information, separation benefit, tax information, and ticket number on VA Form 27-0820 in the eFolder. Follow up after 30 days; if there is still no response within 30 days of the follow-up, use Step 19. Do not postpone promulgation while waiting. Step 9 directs use of the available unverified amount, or $99,999 with EP 290 if no amount is recorded.
• VI.ii.2.2.b, Step 12: Coast Guard response: When the branch responds with an amount, use it. If the branch responds without an amount, use the DD Form 214 amount first, then the application if the DD Form 214 has none. If neither supplies an amount, do not withhold; remove a $99,999 withholding previously established under Step 9. A missing response is the escalation branch, not this no-amount response branch.
• VI.ii.2.2.b, Steps 13–19: AskDFAS: Check for an existing request before submitting another. Upload the request to the eFolder. The response period is now 60 days, followed by a status request and 30 days for its response. If unresolved, request Compensation Service assistance under Step 19 and retain correspondence. The former additional 15-day email follow-up instruction was removed. Step 17 retains promulgation using the available unverified amount, or $99,999 with EP 290 when no amount is recorded; that placeholder is not a verified balance.
• VI.ii.2.2.c: unavailable DFAS records: For discharge from the Air Force Reserve in October 1999, conflicting recorded amounts now resolve to the DD Form 214 amount, not the application amount. If neither document gives an amount, do not withhold. This exception does not apply to every older-service case. The other listed old-service cases still use SF 180 to NPRC, with follow-up every 90 days until confirmation or a negative response.
• VI.ii.2.3.a: missing PEB report: If the PEB report is absent from STRs, check personnel records and use the service/date table. STR Assist replaces PIES O50 for the table’s earlier separations (Coast Guard before October 1, 2006; Army before October 1, 1994; Navy before January 1, 1995; Air Force before October 1, 2004; Marine Corps before January 1, 1999). The later dates and Space Force use DPRIS AG5. This is a PEB retrieval rule, not a replacement for all STR request procedures.
• VI.ii.2.7.b: increases with hardship adjustment in effect: For an increase other than COLA or additional compensation for dependents, increase withholding by the compensation increase while preserving the existing net payment; retain Preserve Net Rate and send the required notice. Do not release retroactive benefits except the amount exceeding the remaining recoupment balance. If the increase is due to COLA and/or dependents, leave withholding unchanged and pay the increase to the Veteran.
• VI.ii.2.7.b: reductions with hardship adjustment in effect: If the reduced combined rating is at least 30 percent AND compensation remains greater than the current withholding, leave withholding unchanged. If the rating is below 30 percent OR compensation is equal to or less than withholding, withhold all monthly compensation until recoupment is complete. Reflect the correct proposed rates in any required adverse-action notice.
• VI.ii.2.5.b and 2.7.c: The recoupment decision-notice block is now 2.5.b; the hardship advisory-opinion template is now 2.7.c. Benefit-type exceptions, service-period distinctions, tax treatment, disability-severance limitations, VSP schedules, and due process still apply. This review does not turn this chapter into an automatic withholding calculator.

Review covers the changes and their effect on existing guidance. It does not establish a complete decision path for this article.

The changed fibrocystic-breast table permits the appropriate diagnostic code or codes, including scars and/or breast-surgery residuals. It does not require both evaluations in every case.

• V.iii.8.B.1.b–c: Fibrocystic findings alone do not routinely establish service connection. Apply the table’s associated-pathology and medical-evidence conditions. Select the appropriate code(s) for the established residuals; the edit to “and/or” does not authorize automatic combined evaluations. DC 7800 remains limited to actual head, face, or neck disfigurement.
• V.iii.8.B.1.a and 1.c: The article’s active-breast-cancer paragraph cites DC 7630, while the atypical-hyperplasia/cancer table retains DC 7627. That inconsistency was already present before this update. Verify the current rating schedule for the specific condition before choosing a code; this orientation does not resolve the conflict.

Review covers the changes and their effect on existing guidance. It does not establish a complete decision path for this article.

The update is editorial: it broadens a computer-application example and clarifies wording. The notice and first-party/third-party distinctions are unchanged.

• I.i.1.B.1.b–d: Identify the action, origin of information, and everyone entitled to notice. Field-examiner information is not invariably third party: supporting beneficiary documents/statements or a fully completed VA Form 27-0820 can bring the described exceptions into play. The LIE accounting-suspension exception is a specific exception, not a general competency-review shortcut.
• I.i.1.B.2.a: Apply the notice table and its exceptions. POA information originating with the beneficiary differs from independently sourced POA information. If origin is unclear, seek verification; if the claimant cannot be reached, process it as information not originating with the beneficiary. Use the separate adverse-action procedure for the actual issue.

Review covers the changes and their effect on existing guidance. It does not establish a complete decision path for this article.