Department and Chapter Service Officer Certification Training Program Introduction: When I was appointed Director the Communications Department, I understood that part of my job responsibility was to address some tough questions. We’ve had many successful campaigns and outreach, but a couple of years ago we saw the writing on the wall and understood that as an organization there was a critical need to evolve and grow in order to meet the challenges of the next century of service. It’s not easy to ask: Why isn’t there more awareness about DAV among the voter population? How can DAV become more relevant to the young generation of vets and their families? How can we grow our membership while we continue to serve our existing members well? This brand revitalization is a direct result of our understanding that DAV must continue to be the premier VSO in the country. I’d like to walk you through our branding process, answer your questions and share with you the path forward.

Welcome and Introductions We must continue to serve the men and women who know DAV, our members and the veterans we serve. And, it’s also our responsibility to reach out and make ourselves known to the disabled American veterans who don’t know the breadth of DAV services so they are in a better position to regain their sense of normalcy and live a life with dignity and respect. Ensuring the effectiveness of our outreach was a key motivation for recent research. We all know the importance of remaining relevant and reaching out to the millions of veterans returning from Iraq & Afghanistan and continue to stay “present” for the many thousands already here. *Note: Dan, we think that using injured instead of disabled at the beginning of the presentation might create some culture shock. We move to that language further into the ppt.

Introduction and Course Review TOPICS DAV History, Mission and Strategic Plan The VA Claims and Appeals Processes DSO/CSO Mission and Responsibilities DAV Service Officer Guide Claimant Privacy and Confidentiality We must continue to serve the men and women who know DAV, our members and the veterans we serve. And, it’s also our responsibility to reach out and make ourselves known to the disabled American veterans who don’t know the breadth of DAV services so they are in a better position to regain their sense of normalcy and live a life with dignity and respect. Ensuring the effectiveness of our outreach was a key motivation for recent research. We all know the importance of remaining relevant and reaching out to the millions of veterans returning from Iraq & Afghanistan and continue to stay “present” for the many thousands already here. *Note: Dan, we think that using injured instead of disabled at the beginning of the presentation might create some culture shock. We move to that language further into the ppt.

DAV History and Programs DAV Background Information and Service Programs DAV Language Guide DAV Style Book We must continue to serve the men and women who know DAV, our members and the veterans we serve. And, it’s also our responsibility to reach out and make ourselves known to the disabled American veterans who don’t know the breadth of DAV services so they are in a better position to regain their sense of normalcy and live a life with dignity and respect. Ensuring the effectiveness of our outreach was a key motivation for recent research. We all know the importance of remaining relevant and reaching out to the millions of veterans returning from Iraq & Afghanistan and continue to stay “present” for the many thousands already here. *Note: Dan, we think that using injured instead of disabled at the beginning of the presentation might create some culture shock. We move to that language further into the ppt.

DAV Mission Statement and Strategic Plan DAV Strategic Plan Vision and Values Goals, Issues and Strategies We must continue to serve the men and women who know DAV, our members and the veterans we serve. And, it’s also our responsibility to reach out and make ourselves known to the disabled American veterans who don’t know the breadth of DAV services so they are in a better position to regain their sense of normalcy and live a life with dignity and respect. Ensuring the effectiveness of our outreach was a key motivation for recent research. We all know the importance of remaining relevant and reaching out to the millions of veterans returning from Iraq & Afghanistan and continue to stay “present” for the many thousands already here. *Note: Dan, we think that using injured instead of disabled at the beginning of the presentation might create some culture shock. We move to that language further into the ppt.

Service Officer Mission Statement Gather Information Advise and Direct Clients We must continue to serve the men and women who know DAV, our members and the veterans we serve. And, it’s also our responsibility to reach out and make ourselves known to the disabled American veterans who don’t know the breadth of DAV services so they are in a better position to regain their sense of normalcy and live a life with dignity and respect. Ensuring the effectiveness of our outreach was a key motivation for recent research. We all know the importance of remaining relevant and reaching out to the millions of veterans returning from Iraq & Afghanistan and continue to stay “present” for the many thousands already here. *Note: Dan, we think that using injured instead of disabled at the beginning of the presentation might create some culture shock. We move to that language further into the ppt. Forward all communication and information to the DAV National Service Office of jurisdiction

Certification: Scope and Definition Accredited Representative Accredited by Department of Veterans Affairs Certified Department and Chapter Service Officer Annual training required Ensures claimants receive accurate VA benefits assistance and information We must continue to serve the men and women who know DAV, our members and the veterans we serve. And, it’s also our responsibility to reach out and make ourselves known to the disabled American veterans who don’t know the breadth of DAV services so they are in a better position to regain their sense of normalcy and live a life with dignity and respect. Ensuring the effectiveness of our outreach was a key motivation for recent research. We all know the importance of remaining relevant and reaching out to the millions of veterans returning from Iraq & Afghanistan and continue to stay “present” for the many thousands already here. *Note: Dan, we think that using injured instead of disabled at the beginning of the presentation might create some culture shock. We move to that language further into the ppt.

Claims Work, the Law, and You Privacy and Confidentiality Claims Work, the Law, and You The Law: Why Does It Matter? Federal Law Pertaining to Service Officers State Laws about Service Activities Protecting Yourself and the DAV We must continue to serve the men and women who know DAV, our members and the veterans we serve. And, it’s also our responsibility to reach out and make ourselves known to the disabled American veterans who don’t know the breadth of DAV services so they are in a better position to regain their sense of normalcy and live a life with dignity and respect. Ensuring the effectiveness of our outreach was a key motivation for recent research. We all know the importance of remaining relevant and reaching out to the millions of veterans returning from Iraq & Afghanistan and continue to stay “present” for the many thousands already here. *Note: Dan, we think that using injured instead of disabled at the beginning of the presentation might create some culture shock. We move to that language further into the ppt.

Ensure Proper Completion Thorough and Legible Information DAV Contact Brief Multi-User Format Ensure Proper Completion Thorough and Legible Information Clear and concise remarks for action requested from the National Service Officer. We must continue to serve the men and women who know DAV, our members and the veterans we serve. And, it’s also our responsibility to reach out and make ourselves known to the disabled American veterans who don’t know the breadth of DAV services so they are in a better position to regain their sense of normalcy and live a life with dignity and respect. Ensuring the effectiveness of our outreach was a key motivation for recent research. We all know the importance of remaining relevant and reaching out to the millions of veterans returning from Iraq & Afghanistan and continue to stay “present” for the many thousands already here. *Note: Dan, we think that using injured instead of disabled at the beginning of the presentation might create some culture shock. We move to that language further into the ppt.

Proper Completion: The form has changed. DAV Representation VA Form 21-22: Appointment of Veterans Service Organization as Claimant’s Representative Proper Completion: The form has changed. Parts of VA Form 21-22 are only to be completed by the National Service Officer. DAV cannot represent a claimant if there are any limitations of consent. We must continue to serve the men and women who know DAV, our members and the veterans we serve. And, it’s also our responsibility to reach out and make ourselves known to the disabled American veterans who don’t know the breadth of DAV services so they are in a better position to regain their sense of normalcy and live a life with dignity and respect. Ensuring the effectiveness of our outreach was a key motivation for recent research. We all know the importance of remaining relevant and reaching out to the millions of veterans returning from Iraq & Afghanistan and continue to stay “present” for the many thousands already here. *Note: Dan, we think that using injured instead of disabled at the beginning of the presentation might create some culture shock. We move to that language further into the ppt.

Complete the form correctly! VA Form 21-22 Complete the form correctly! Leave Blank! We must continue to serve the men and women who know DAV, our members and the veterans we serve. And, it’s also our responsibility to reach out and make ourselves known to the disabled American veterans who don’t know the breadth of DAV services so they are in a better position to regain their sense of normalcy and live a life with dignity and respect. Ensuring the effectiveness of our outreach was a key motivation for recent research. We all know the importance of remaining relevant and reaching out to the millions of veterans returning from Iraq & Afghanistan and continue to stay “present” for the many thousands already here. *Note: Dan, we think that using injured instead of disabled at the beginning of the presentation might create some culture shock. We move to that language further into the ppt. Leave Blank! Check Box! Leave 3B, 3C and 17 Blank! Check the box in 12! Leave Blank!

Fully Developed Claims Claimants should only provide information to DAV, not to VA.   Claimants should obtain all evidence, and then provide it with a completed EZ form. Once the formal FDC claim is submitted, it is recommended no other evidence be submitted. Once the formal FDC claim is submitted, no other claim should be submitted. We must continue to serve the men and women who know DAV, our members and the veterans we serve. And, it’s also our responsibility to reach out and make ourselves known to the disabled American veterans who don’t know the breadth of DAV services so they are in a better position to regain their sense of normalcy and live a life with dignity and respect. Ensuring the effectiveness of our outreach was a key motivation for recent research. We all know the importance of remaining relevant and reaching out to the millions of veterans returning from Iraq & Afghanistan and continue to stay “present” for the many thousands already here. *Note: Dan, we think that using injured instead of disabled at the beginning of the presentation might create some culture shock. We move to that language further into the ppt.

Fully Developed Claims If development is needed, submit an Informal FDC Claim. Complete VA Form 21-22 and VA Form 21-0966 Intent to File a Claim. The VA Form 21-0966 protects an effective date for up to one year! We must continue to serve the men and women who know DAV, our members and the veterans we serve. And, it’s also our responsibility to reach out and make ourselves known to the disabled American veterans who don’t know the breadth of DAV services so they are in a better position to regain their sense of normalcy and live a life with dignity and respect. Ensuring the effectiveness of our outreach was a key motivation for recent research. We all know the importance of remaining relevant and reaching out to the millions of veterans returning from Iraq & Afghanistan and continue to stay “present” for the many thousands already here. *Note: Dan, we think that using injured instead of disabled at the beginning of the presentation might create some culture shock. We move to that language further into the ppt.

Fully Developed Claims NSO Office Coordination: DSOs and CSOs must maintain close communication with the DAV National Service Office to ensure that the FDC process is utilized to greatest advantage, and that a properly developed claim is submitted for NSO review and rapid VA adjudication and rating decision. Claimant education is key – ensure the person using FDC understands that certain actions can move their claim out of FDC into the traditional (slow) process. We must continue to serve the men and women who know DAV, our members and the veterans we serve. And, it’s also our responsibility to reach out and make ourselves known to the disabled American veterans who don’t know the breadth of DAV services so they are in a better position to regain their sense of normalcy and live a life with dignity and respect. Ensuring the effectiveness of our outreach was a key motivation for recent research. We all know the importance of remaining relevant and reaching out to the millions of veterans returning from Iraq & Afghanistan and continue to stay “present” for the many thousands already here. *Note: Dan, we think that using injured instead of disabled at the beginning of the presentation might create some culture shock. We move to that language further into the ppt.

The Claims Process Traditional Claims Process DSO/CSO Claim Submittal NSO Review and Submittal Development by VA: Evidence and VA Examination Rating Decision Claimant Notification Fully Developed Claims Process DSO/CSO Informal (21-0966) or Formal (EZ Form) FDC Submittal Claimant Development (Informal FDC): Complete Evidence Submittal with EZ Form to NSO Office VA Examination (if necessary) and Rating Decision We must continue to serve the men and women who know DAV, our members and the veterans we serve. And, it’s also our responsibility to reach out and make ourselves known to the disabled American veterans who don’t know the breadth of DAV services so they are in a better position to regain their sense of normalcy and live a life with dignity and respect. Ensuring the effectiveness of our outreach was a key motivation for recent research. We all know the importance of remaining relevant and reaching out to the millions of veterans returning from Iraq & Afghanistan and continue to stay “present” for the many thousands already here. *Note: Dan, we think that using injured instead of disabled at the beginning of the presentation might create some culture shock. We move to that language further into the ppt.

Military Sexual Trauma Claims We must continue to serve the men and women who know DAV, our members and the veterans we serve. And, it’s also our responsibility to reach out and make ourselves known to the disabled American veterans who don’t know the breadth of DAV services so they are in a better position to regain their sense of normalcy and live a life with dignity and respect. Ensuring the effectiveness of our outreach was a key motivation for recent research. We all know the importance of remaining relevant and reaching out to the millions of veterans returning from Iraq & Afghanistan and continue to stay “present” for the many thousands already here. *Note: Dan, we think that using injured instead of disabled at the beginning of the presentation might create some culture shock. We move to that language further into the ppt.

Military Sexual Trauma Claims We must continue to serve the men and women who know DAV, our members and the veterans we serve. And, it’s also our responsibility to reach out and make ourselves known to the disabled American veterans who don’t know the breadth of DAV services so they are in a better position to regain their sense of normalcy and live a life with dignity and respect. Ensuring the effectiveness of our outreach was a key motivation for recent research. We all know the importance of remaining relevant and reaching out to the millions of veterans returning from Iraq & Afghanistan and continue to stay “present” for the many thousands already here. *Note: Dan, we think that using injured instead of disabled at the beginning of the presentation might create some culture shock. We move to that language further into the ppt.

Military Sexual Trauma Claims Due to the personal and sensitive nature of MST stressors, victims often do not report or document the event when it occurs due to shame, guilt, or fear of reprisal. VA has specific regulations and procedures for MST claims that assist in developing evidence to support these claims. Regulations with special liberalizing considerations for claims for PTSD based on MST are found in 38 C.F.R. Section 3.304(f)(5). DAV has expanded the Service Officer Guide chapter on Compensation to include extensive information about helping veterans file MST claims, including interview techniques for service officers when assisting potential claimants. We must continue to serve the men and women who know DAV, our members and the veterans we serve. And, it’s also our responsibility to reach out and make ourselves known to the disabled American veterans who don’t know the breadth of DAV services so they are in a better position to regain their sense of normalcy and live a life with dignity and respect. Ensuring the effectiveness of our outreach was a key motivation for recent research. We all know the importance of remaining relevant and reaching out to the millions of veterans returning from Iraq & Afghanistan and continue to stay “present” for the many thousands already here. *Note: Dan, we think that using injured instead of disabled at the beginning of the presentation might create some culture shock. We move to that language further into the ppt.

Evidence and Effective Dates Types of Evidence Medical Treatment Reports DBQ’s Physician Statements Lay Statements Service Records Effective Dates Protection Rules 10 Years – Service Connection 20 Years – Evaluation of Disability We must continue to serve the men and women who know DAV, our members and the veterans we serve. And, it’s also our responsibility to reach out and make ourselves known to the disabled American veterans who don’t know the breadth of DAV services so they are in a better position to regain their sense of normalcy and live a life with dignity and respect. Ensuring the effectiveness of our outreach was a key motivation for recent research. We all know the importance of remaining relevant and reaching out to the millions of veterans returning from Iraq & Afghanistan and continue to stay “present” for the many thousands already here. *Note: Dan, we think that using injured instead of disabled at the beginning of the presentation might create some culture shock. We move to that language further into the ppt.

Privacy and Confidentiality The Legal Environment of Claims-Related Service Work Publication Maintaining Privacy Ethics of Conduct You may not accept gifts, money, or favors for any services provided as a DSO or CSO You are personally liable for any misconduct not in compliance with DAV policies and claims-related service standards We must continue to serve the men and women who know DAV, our members and the veterans we serve. And, it’s also our responsibility to reach out and make ourselves known to the disabled American veterans who don’t know the breadth of DAV services so they are in a better position to regain their sense of normalcy and live a life with dignity and respect. Ensuring the effectiveness of our outreach was a key motivation for recent research. We all know the importance of remaining relevant and reaching out to the millions of veterans returning from Iraq & Afghanistan and continue to stay “present” for the many thousands already here. *Note: Dan, we think that using injured instead of disabled at the beginning of the presentation might create some culture shock. We move to that language further into the ppt.

Notification of Decision Notice of Disagreement Statement of the Case The Appeals Process Notification of Decision Notice of Disagreement Statement of the Case Substantive Appeal VA Form 9 Board of Veterans’ Appeals We must continue to serve the men and women who know DAV, our members and the veterans we serve. And, it’s also our responsibility to reach out and make ourselves known to the disabled American veterans who don’t know the breadth of DAV services so they are in a better position to regain their sense of normalcy and live a life with dignity and respect. Ensuring the effectiveness of our outreach was a key motivation for recent research. We all know the importance of remaining relevant and reaching out to the millions of veterans returning from Iraq & Afghanistan and continue to stay “present” for the many thousands already here. *Note: Dan, we think that using injured instead of disabled at the beginning of the presentation might create some culture shock. We move to that language further into the ppt. Refer all appeal inquiries to the DAV National Service Office

Do! The Do’s and Don’ts Refer all inquiries to the NSO Immediately forward all communications to the NSO Submit complete and current claimant information Maintain contact with the NSO Keep it simple We must continue to serve the men and women who know DAV, our members and the veterans we serve. And, it’s also our responsibility to reach out and make ourselves known to the disabled American veterans who don’t know the breadth of DAV services so they are in a better position to regain their sense of normalcy and live a life with dignity and respect. Ensuring the effectiveness of our outreach was a key motivation for recent research. We all know the importance of remaining relevant and reaching out to the millions of veterans returning from Iraq & Afghanistan and continue to stay “present” for the many thousands already here. *Note: Dan, we think that using injured instead of disabled at the beginning of the presentation might create some culture shock. We move to that language further into the ppt.

Don’t! The Do’s and Don’ts Don’t maintain any claimant files or records Don’t complete unfamiliar forms or applications Don’t submit any claimant correspondence or evidence directly to VA Don’t promise anything We must continue to serve the men and women who know DAV, our members and the veterans we serve. And, it’s also our responsibility to reach out and make ourselves known to the disabled American veterans who don’t know the breadth of DAV services so they are in a better position to regain their sense of normalcy and live a life with dignity and respect. Ensuring the effectiveness of our outreach was a key motivation for recent research. We all know the importance of remaining relevant and reaching out to the millions of veterans returning from Iraq & Afghanistan and continue to stay “present” for the many thousands already here. *Note: Dan, we think that using injured instead of disabled at the beginning of the presentation might create some culture shock. We move to that language further into the ppt.

DAV Service Officer Guide Department and Chapter Service Officer Information Resource Available as a digital PDF file on the “Members Only” section of DAV.org. We must continue to serve the men and women who know DAV, our members and the veterans we serve. And, it’s also our responsibility to reach out and make ourselves known to the disabled American veterans who don’t know the breadth of DAV services so they are in a better position to regain their sense of normalcy and live a life with dignity and respect. Ensuring the effectiveness of our outreach was a key motivation for recent research. We all know the importance of remaining relevant and reaching out to the millions of veterans returning from Iraq & Afghanistan and continue to stay “present” for the many thousands already here. *Note: Dan, we think that using injured instead of disabled at the beginning of the presentation might create some culture shock. We move to that language further into the ppt.

The Knowledge Assessment consists of: 20 Questions Open Book Test 30 Minutes to Complete We must continue to serve the men and women who know DAV, our members and the veterans we serve. And, it’s also our responsibility to reach out and make ourselves known to the disabled American veterans who don’t know the breadth of DAV services so they are in a better position to regain their sense of normalcy and live a life with dignity and respect. Ensuring the effectiveness of our outreach was a key motivation for recent research. We all know the importance of remaining relevant and reaching out to the millions of veterans returning from Iraq & Afghanistan and continue to stay “present” for the many thousands already here. *Note: Dan, we think that using injured instead of disabled at the beginning of the presentation might create some culture shock. We move to that language further into the ppt.

attendance and participation! Certification Congratulations! Thank you for your attendance and participation! We must continue to serve the men and women who know DAV, our members and the veterans we serve. And, it’s also our responsibility to reach out and make ourselves known to the disabled American veterans who don’t know the breadth of DAV services so they are in a better position to regain their sense of normalcy and live a life with dignity and respect. Ensuring the effectiveness of our outreach was a key motivation for recent research. We all know the importance of remaining relevant and reaching out to the millions of veterans returning from Iraq & Afghanistan and continue to stay “present” for the many thousands already here. *Note: Dan, we think that using injured instead of disabled at the beginning of the presentation might create some culture shock. We move to that language further into the ppt. Complete the Instructor and Course Critique Sign the Training Acknowledgement Form Distribution of Certificates