1. 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.

2. 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.

3. 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.

4. 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.

5. 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.

6. 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

7. 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.

8. 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.

9. 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.

10. 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 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.

11. 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!

12. 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.

13. Fully Developed Claims
If development is needed, submit an Informal FDC Claim.
Complete VA Form and VA Form Intent to File a Claim.
The VA Form 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.

14. 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.

15. 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 ( ) 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.

16. 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.

17. 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.

18. 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.

19. 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.

20. 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.

21. 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

22. 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.

23. 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.

24. 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.

25. 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.

26. 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