1. 8/29/20151 POLICY & PROCEDURES William G. Crawford

2. 8/29/20152 Agenda Training schedule is a handout We will discuss Medical Opinions Letters to Medical Experts Q & A Policies and Procedures

3. 8/29/20153 Review of Key Objectives & Critical Success Factors Our Representatives makes us unique Growth has been accomplished 25 new employees August 1, 2005 – October 31, 2007 124,565 veterans,dependents and survivors have been assisted by County and TDVA Representatives 13,905 phone contacts

4. 8/29/20154 19,797 correspondence processed in the claims office 18,325 correspondence replies Only 86 hospital visits???? 499 Outreach visits 97,926 claim records created 92,175 claim records edited BDN,COVERS

5. 8/29/20155 77,825 Forms generated or new claims 124,565 Total VIMS Client Service since August 1, 2005 You all deserve an applause for your hard and steady work for our Tennessee Veterans

6. 8/29/20156 Top Issues Facing TDVA Accreditation EXAMS Quarterly & SOTS Training Quarterly & SOTS EXAMS Developed claims to the claims office to reduce average days to complete claims

7. 8/29/20157 Code of Conduct, TDVA Representatives 1.Do not knowingly present a fraudulent claim or submit false information in connection with a claim before any government agency. 2.Do not engage in any unlawful, unprofessional or unethical practice such as deceiving or misleading a client. 3.Remember that you are fully responsible for compliance with all laws and regulations of each government department or agency governing confidentiality of information and release of information from official records. Information should be released only if authorized by the client, and only to the extent authorized. 4.As an accredited representative, under no circumstances should you serve as guardian, committee or fiduciary by any other designation, of veterans or other persons receiving benefits from the Department of Veterans Affairs.

8. Code of Conduct, TDVA Representatives, (Continued) 5.Representation is gratuitous and under no circumstances should you demand, request or receive remuneration in cash or in any other form, from persons to whom representation or other assistance is provided. 6. Representatives will refrain from the use of racial, religious, age-related, sexual or ethnic epithets, innuendoes, slurs or jokes in the workplace. 7. In all dealings with members of the opposite sex, representatives must conduct themselves in a totally professional manner and refrain for sexual advances, verbal or physical conduct of a sexual nature, or requests for sexual favors. 8

9. 8/29/20159 Goals for Next Period Claims office employees present hearings Decrease the annual appeals DRO VIDEO Decrease the ADP 124 to approximately 45- 90 days Field Offices to develop claims and assist veterans at the field offices

10. 8/29/201510 Summary TDVA has grown professionally and increased knowledge in claims development, court citations, 38 CFR and understanding of veterans issues Key Goals to be reached 2008 ACCREDITION TESTING AFTER TRAINING BETTER DEVELOPMENT FROM THE FIELD Most of all THANKS for your cooperation this past year