1. SOTS Annual Training 2012 Thomas Meadows TDVA Training Officer 615-441-3384 or tom.meadows@tn.govtom.meadows@tn.gov 4 Role of a Service Officer

2. ROLE OF THE VETERANS SERVICE OFFICER History: Veterans need for assistance was realized shortly after the Civil War. Attorneys seized the day and charged huge fees. Congress passed legislation to recognize service organizations and to limit fees to $10.00 34

3. ROLE OF THE VETERANS SERVICE OFFICER(CONT) Attorneys could not represent veterans until they had exhausted all administrative procedures through the BVA process. Currently attorneys can represent veterans for a fee at the time the veteran submits a Notice of Disagreement. There are numerous Service organizations. TDVA employees represent 12 different Organizations. 35

4. ROLE OF THE VETERANS SERVICE OFFICER(CONT) The Accreditation Process: You must be employed by a State County or Metropolitan Government. Must be employed for at least 20 hours per week. Must be an individual of good repute. Must pass a basic skills test and continued testing annually. Must attend training provided by TDVA. 36

5. ROLE OF THE VETERANS SERVICE OFFICER(CONT) The Accreditation Process: You may be accredited by more than one organization. VFW requires completion of VA sponsored TRIP training. Point of contact Bette Carter Claims Office 615 695 6385 or Roger Harrell 615 695 6329. Accreditation procedures provided as an attachment. 37

6. ROLE OF THE VETERANS SERVICE OFFICER(CONT) Privileges: In order for you to represent a veteran VA Form 21-22 must be completed and signed by both you and the veteran. POA must be for an Organization that you have accreditation for. You can do almost everything for the veteran. Cannot file Original claims or claims involving dependency or income. 38

7. ROLE OF THE VETERANS SERVICE OFFICER(CONT) Privileges: You can check on claim status electronically or by phone. You have access to Claims Office, Field Offices and State Training Staff. Always remember the claim is the veterans claim, not yours: you must always act in his/her best interest. 39

8. ROLE OF THE VETERANS SERVICE OFFICER(CONT) Responsibilities: You cannot submit information that is false or fraudulent. You cannot release information to a third party without the veterans consent. Identify the vet by questioning. If you suspect the information given you to be fraudulent you must advise the claimant of the illegality. 40

9. ROLE OF THE VETERANS SERVICE OFFICER(CONT) Responsibilities: You have the responsibility to report fraudulent activity to the VA. Secure information in locked cabinets. Review and shred periodically. Lock computers when you are not present. Do not allow someone else to use your computer. Do not represent widow in an apportionment claim against the veteran. 41

10. ROLE OF THE VETERANS SERVICE OFFICER(CONT) TIP: If you take TRIP training you will receive more training in all these areas QUESTIONS ? 42

11. CUSTOMER SERVICE HANDOUT 43