Intake Incoming Calls
What is the first question for a PC who is calling us seeking for assistance?
Can I please have your name?
What labels do we use for Personal Injury and Workers Comp items?
PI - WC
What name should the CC be created with, if PC changed his name after the military?
PC´s name as it shows on VA paperwork. (Leave a pinned note)
Can we trigger a TC protocol with a letter for a BVA scheduled hearing?
NO. We need the complete BVA Decision letter as well.
What do you need to complete an intake for Camp Lejeune - Mass Tort?
Nothing, this lawsuit is closed.
Who can you complete an intake with, rather than the vet?
Spouse, daughter/son, mom/dad, POA
What items do we NOT forward to Litify?
Texts, faxes, Formstack SENT notifications
If you can´t understand what a PC needs help with, what can you ask for?
A DL from the VA that PC disagrees with.
What action do we take if a PC requests a copy of his Documents after a 3 way call?
We pin a note so that after completing TC, we can make a task for Ashley/Kim, for them to send the encrypted email.
What is very important question for PI incoming calls?
Was there a physical injury?
What CC info do you request in the initial intake call?
Name, phone number, email, mailing address, BOS and active duty dates.
What do I do with an inquiry with only a full name?
Create intake and archive.
IF a PC has 10+ DLs in his VA record according to the VA Agent, how do you know which one(s) to request ?
The ones that have conditions PC wants to appeal or the MRDL if it's for a new claim.
What can you tell a PC that asks what the EAJA fees are about?
This only applies if the case goes to CAVC following a BVA decision, but most cases are solved without needing to go to court, however, you'll be informed in advance if this happens.
What do we do if a Vet has a qualifying condition for AFFF and that is his only main goal?
Sign him up for AFFF + VA (21-22a forms if he doesn't want anything with VA)
What info can I provide to a 3rd party calling for an update on a veteran´s case?
None, we can only provide info to the veteran himself/herself.
What do we do if we receive a denial DL for pension?
Make sure it's complete and trigger TC. We now do CR for pension if there is a DL.
What do we do if PC´s daughter wants to complete TC call with us?
Ask for the Veteran´s permission to speak with her and let him know that some questions only he may know the answers.
What script can you provide to a PC who signed rep docs 2 weeks ago, and calls to get an update?
ICC script + transfer
What do we do with a VA medical malpractice PC?
We can only offer a referral, as FTCA is OSOP.
Task for Ashley
What notes do you leave if you complete a successful initial intake call?
Note about the call, pinned note for main goal and 3- way call.
What can you reply to a PC that sent an email asking why he was declined?
Nothing, you just notate it in the project.
Who do you tag if you receive a SOC (Statement of the Case)?
Ashley
What do you do if you receive an RD but you are missing page 9 of 10?
Trigger TC, pin note, notify Kim to reassign the TC to you, and request the missing page while on TC call.
What do you do if a PC calls but his inquiry is NOT in the pink list, neither fits any intake type?
We collect the WHO, WHERE, WHEN and WHAT and trigger OSOP atty review.