Pension Management CenterPension Management Center

September, 2012

Philadelphia PMC StructurePhiladelphia PMC Structure

PMC CEILING = 425 FTE NPCC Ceiling = 75 FTE

Office Of the Chief

Responsible for administering and overseeing the Pension Management Center.

9 Claims Teams

They Process the entire claim. They develop for the required evidence and promulgate the awards.

Teams A, B, C, D, E, H, I : are assigned work based on terminal digit, regardless of end product.

Teams F and G are assigned work in a single terminal digit range but process maintenance and original claims end products respectively.

2 Rating Teams

Prepares formal rating decisions making the medical determination on claims.

Teams Rating Board A and Rating Board B are assigned general rating work based on terminal digit.

Rating Board A also processes all appeals claims.

Rating Board B also processes all dual claims.

Opens and date stamps all incoming mail in addition to placing it under end product control. Transfers folders in and out. Performs other clerical maintenance functions.

Triage A

Control and follow up on fiduciary appointment requests with the Fiduciary Hub System; process all stand-alone burial claims.

Triage B

Commits completed work to the electronic folder in VVA.

Virtual VA

Capture Unit

Conducts all required training; conducts in process reviews; analyzes STAR error trends.

Quality & Training

Answers all incoming calls regarding Pension claims for the Nation.

NPCC (Call Center)

Handles all claims indicated as requiring special processing by Congressional Offices or Veteran Service Offices. They also staff the Special Inquiry Phone line and take calls from VSOs and congressional liaisons.

Advocacy Team (New)

Monthly Receipts FY11Monthly Receipts FY11

FY11 Total Receipts:304,595

0

5000

10000

15000

20000

25000

30000

35000

40000

45000

50000

Oct

-10

Nov

-10

Dec

-10

Jan

-11

Feb

-11

Mar

-11

Ap

r-11

May

-11

Jun

-11

Jul-

11

Au

g-11

Sep

-11

rating receiptsdeath receiptsmaintenance receiptstotal

Monthly Completions FY11Monthly Completions FY11

FYTD completions

260,823

0

5000

10000

15000

20000

25000

30000

Oct

-10

Nov

-10

Dec

-10

Jan

-11

Feb

-11

Mar

-11

Ap

r-11

May

-11

Jun

-11

Jul-

11

Au

g-11

Sep

-11

rating completionsdeath completionsmaintenance completionstotal

Monthly Receipts FY12Monthly Receipts FY12

FYTD receipts

273,420

0

10000

20000

30000

40000

50000

60000

Oct

-11

Nov

-11

Dec

-11

Jan

-12

Feb

-12

Mar

-12

Ap

r-12

May

-12

Jun

-12

Jul-

12

Au

g-12

Sep

-12

rating receiptsdeath receiptsmaintenance receiptstotal receipts

Monthly Completions FY12Monthly Completions FY12

FYTD completions

239,197

0

5000

10000

15000

20000

25000

30000

35000

40000

45000

Oct

-11

Nov

-11

Dec

-11

Jan

-12

Feb

-12

Mar

-12

Ap

r-12

May

-12

Jun

-12

Jul-

12

Au

g-12

Sep

-12

rating completionsdeath completionsmaintenance completionstotal completions

Philadelphia PMCPhiladelphia PMCTimelinessTimeliness

0

50

100

150

200

250

Day

s

Rating Death Maintenance

Average Days Pending

EOFY 11 07/31/2012

0

50

100

150

200

250

Rating Death Maintenance

Average Days To Complete

EOFY 11 07/31/2012

QualityQuality

National STAR ReviewNational STAR Review Local Quality ReviewLocal Quality Review Individual Performance Quality ReviewIndividual Performance Quality Review Quality TeamQuality Team All findings are used to develop annual refresher training.All findings are used to develop annual refresher training.

Pre-consolidation

FY03 FYTD 12

Less than 50% Less than 50%

(authorization)(authorization)

(nationally)(nationally)

74% 74% (authorization)(authorization)

97.24% 97.24% (authorization)(authorization)

95.42% (rating)95.42% (rating)

National Pension Call Center National Pension Call Center (NPCC) FY12(NPCC) FY12

Philadelphia Pension Call Philadelphia Pension Call Center answered an average Center answered an average of 37,000 calls per monthof 37,000 calls per month

Average speed of answer:Average speed of answer:6 minutes, 21 seconds6 minutes, 21 seconds

Virtual Hold System:Virtual Hold System:– 50% acceptance rate50% acceptance rate– 93% successful reconnect rate93% successful reconnect rate

Abandoned call rate is 15.4%Abandoned call rate is 15.4% Average length of call 10 min 30 secAverage length of call 10 min 30 sec

Pension Organization Changes:Pension Organization Changes:

Rating & Maintenance Processing Teams Rating & Maintenance Processing Teams » Two teams out of 9 now process the same terminal Two teams out of 9 now process the same terminal

digit range but one exclusively processes original digit range but one exclusively processes original claims (Veteran and survivor) and one exclusively claims (Veteran and survivor) and one exclusively processes maintenance claims.processes maintenance claims.

» Pilot program transition went smoothly – more Pilot program transition went smoothly – more teams will be transitioned in the near future.teams will be transitioned in the near future.

Pension Organization Changes:Pension Organization Changes:

Advocacy TeamAdvocacy Team» Formerly each team processed “special” claims Formerly each team processed “special” claims

internally along with general claims work.internally along with general claims work.

» Now the advocacy team processes “special” claims Now the advocacy team processes “special” claims from start to finish.from start to finish.

» Special Inquiry Phone Queue – the dedicated phone Special Inquiry Phone Queue – the dedicated phone line has been expanded and is now staffed by the line has been expanded and is now staffed by the employees who process the special claims.employees who process the special claims.

» Went into effect July 20, 2012.Went into effect July 20, 2012.

Enhanced Screening ProceduresEnhanced Screening Procedures

Now original and re-opened veterans AND Now original and re-opened veterans AND survivor claims are being pre-screened.survivor claims are being pre-screened.– More “quick decisions” where development is More “quick decisions” where development is

not required to grant or deny the claim. not required to grant or deny the claim. – More “directed development” to ask for the More “directed development” to ask for the

necessary information the first time.necessary information the first time.– Less time waiting for claims folders when they Less time waiting for claims folders when they

are needed to make a final decision.are needed to make a final decision.

Benefit Eligibility Rule ChangesBenefit Eligibility Rule Changes

Medical evidence requirements for A&AMedical evidence requirements for A&A– A Veteran must have a single disability rated as A Veteran must have a single disability rated as

permanent and total to establish entitlement to permanent and total to establish entitlement to special monthly pension - a Veteran attaining special monthly pension - a Veteran attaining age 65 no longer satisfies this requirement.age 65 no longer satisfies this requirement.

– Continue to use VA Form 21-2680 to submit Continue to use VA Form 21-2680 to submit medical evidence along with original claims.medical evidence along with original claims.

Pension Form ChangesPension Form Changes

Eligibility Verification Reports Eligibility Verification Reports (EVR, 21-0516, 21-0518 etc.)(EVR, 21-0516, 21-0518 etc.)

» ““Blanks = Zero” means Blanks = Zero” means farfar fewer returned as fewer returned as incomplete.incomplete.

VA Form 21-22 VA Form 21-22 (Appointment of a Representative)(Appointment of a Representative)

» New signature block for VSOs.New signature block for VSOs.

» Allows VSOs to change claimant and beneficiary Allows VSOs to change claimant and beneficiary addresses.addresses.

Pension Form Changes Pension Form Changes (contd.)(contd.)

VA Form 21P-8416VA Form 21P-8416– Expanded InstructionsExpanded Instructions– Additional identifying informationAdditional identifying information– Mileage/transportation and itemized medical Mileage/transportation and itemized medical

expenses separated.expenses separated.

Veterans Service Organization Veterans Service Organization Philadelphia Outreach/ContactPhiladelphia Outreach/Contact

SPECIAL ACCESS TO THE SPECIAL ACCESS TO THE PHILADELPHIA PMCPHILADELPHIA PMC

Direct Line to Special Inquiry Queue:215-381-3762

Special Post Office Box:P.O. Box 42910

Philadelphia, PA 19101

E-Mail Address:VAVBAPHI/RO/PENSIONCENTER@vba.va.gov

Special Fax Number:215-381-3185

Thank You…Thank You…