1. Pension Management Center Pension Management Center September, 2012

2. Philadelphia PMC Structure PMC CEILING = 425 FTENPCC Ceiling = 75 FTE

3. Monthly Receipts FY11 FY11 Total Receipts: 304,595

4. Monthly Completions FY11 FYTD completions 260,823

5. Monthly Receipts FY12 FYTD receipts 273,420

6. Monthly Completions FY12 FYTD completions 239,197

7. Philadelphia PMC Timeliness

8. Quality National STAR Review Local Quality Review Individual Performance Quality Review Quality Team All findings are used to develop annual refresher training. Pre- consolidation FY03FYTD 12 Less than 50% (authorization)(nationally) 74% (authorization) 97.24% (authorization) 95.42% (rating)

9. National Pension Call Center (NPCC) FY12 Philadelphia Pension Call Center answered an average of 37,000 calls per month Philadelphia Pension Call Center answered an average of 37,000 calls per month Average speed of answer: 6 minutes, 21 seconds Average speed of answer: 6 minutes, 21 seconds Virtual Hold System: Virtual Hold System: –50% acceptance rate –93% successful reconnect rate Abandoned call rate is 15.4% Abandoned call rate is 15.4% Average length of call 10 min 30 sec Average length of call 10 min 30 sec

10. Pension Organization Changes: Rating & Maintenance Processing Teams Rating & Maintenance Processing Teams »Two teams out of 9 now process the same terminal digit range but one exclusively processes original claims (Veteran and survivor) and one exclusively processes maintenance claims. »Pilot program transition went smoothly – more teams will be transitioned in the near future.

11. Pension Organization Changes: Advocacy Team Advocacy Team »Formerly each team processed “special” claims internally along with general claims work. »Now the advocacy team processes “special” claims from start to finish. »Special Inquiry Phone Queue – the dedicated phone line has been expanded and is now staffed by the employees who process the special claims. »Went into effect July 20, 2012.

12. Enhanced Screening Procedures Now original and re-opened veterans AND survivor claims are being pre-screened. Now original and re-opened veterans AND survivor claims are being pre-screened. –More “quick decisions” where development is not required to grant or deny the claim. –More “directed development” to ask for the necessary information the first time. –Less time waiting for claims folders when they are needed to make a final decision.

13. Benefit Eligibility Rule Changes Medical evidence requirements for A&A Medical evidence requirements for A&A –A Veteran must have a single disability rated as permanent and total to establish entitlement to special monthly pension - a Veteran attaining age 65 no longer satisfies this requirement. –Continue to use VA Form 21-2680 to submit medical evidence along with original claims.

14. Pension Form Changes Eligibility Verification Reports (EVR, 21-0516, 21-0518 etc.) Eligibility Verification Reports (EVR, 21-0516, 21-0518 etc.) »“Blanks = Zero” means far fewer returned as incomplete. VA Form 21-22 (Appointment of a Representative) VA Form 21-22 (Appointment of a Representative) »New signature block for VSOs. »Allows VSOs to change claimant and beneficiary addresses.

15. Pension Form Changes (contd.) VA Form 21P-8416 VA Form 21P-8416 –Expanded Instructions –Additional identifying information –Mileage/transportation and itemized medical expenses separated.

16. Veterans Service Organization Philadelphia Outreach/Contact

17. Thank You…