Benefits Assistance Service Procedures

stalksurveyorΑσφάλεια

3 Νοε 2013 (πριν από 3 χρόνια και 11 μήνες)

75 εμφανίσεις

M27
-
1, Introduction

I
-
1



Benefits Assistance Service Procedures

Table of Contents


Introduction

................................
................................
................................
................................
.....

2

1. Organizational Structure

................................
................................
................................

2

Introduction

................................
................................
................................
.....................

2

Change Date

................................
................................
................................
....................

2

a. VBA Organization

................................
................................
................................
......

2

b. Benefits Assistance Service

................................
................................
........................

3

c. BAS Client Services and Outreach Staff

................................
................................
....

3

d. BAS Web Communica
-
tions Office (VBA Web Communica
-
tion)

...........................

4

e. BAS Quality and Training

................................
................................
..........................

4



M27
-
1, Introduction


I
-
2


Introduction

1. Organizational Structure


Introduction

This topic contains information on the structure of the Veterans Benefits
Administration (VBA), the Benefits Assistance Service

(BAS) and provides
information on the staff functions for the BAS.


Change Date


Initial content load September 2012


a. VBA
Organization

All employees should be familiar with the overall organization of VBA and
the role the BAS plays within the overall

organizational structure.


VBA is comprised of the following components:




Office of Strategic Planning (20S)



Office of Disability Assistance (20P)



Office of Economic Opportunity (20E)



Office of Field Operations (20F)



Office of Management (20M)



Office of
Resource Management (24)



Office of Performance Analysis and Integrity (20B)


The Office of Disability Assistance (20P) has oversight responsibility for the
mission of the Benefits Assistance Service.


The organization chart for the administration is locate
d at:


http://vbaw.vba.va.gov/usb/VBAOrgChartRoutingSymbols_042611.ppt


Continued on next page

M27
-
1, Introduction

I
-
3


1. Organizational Structure
,
Continued


b. Benefits
A
ssistance
Service

BAS is responsible for ensuring timely and accurate benefit information and
services are provided to Servicemembers, Veterans, dependents, and
survivors.


BAS facilitates activities to achieve VBA’s strategic outreach needs and
灲潶楤ps

c潮獩獴敮琠s汩e湴
-
獥牶楣e⁰牯摵r瑳Ⱐ睨tc栠獵灰潲琠s汬映 B䄠
獥牶楣e猬⁳saf晳Ⱐf湤⁲eg楯湡氠潦l楣i献†


BAS works to guarantee that VBA’s strategic client
-
ce湴敲e搠潵瑲dac栠湥e摳d
a湤⁤楲nc琠獥牶楣e ac瑩癩v楥猠i牥⁰牯灥牬y c潮摵o瑥搠d湤⁣潭o畮楣u瑥搮†the
獴慦映f獴慢汩s桥猠灯s楣y⁡湤⁰n潣e摵de猠景s c汩e湴
-
ce湴敲e搠潵瑲dac栬⁤楲hc琠
獥牶楣e猬⁳潣sa氠le摩愬a牫r瑩ngⰠI湤⁷eb
-
c潮oen琠t潯汳o


周q⁂䅓⁩猠牥獰潮獩扬攠f潲o




coordinating with the VA Office of Public and Intergovernmental Affairs
(OPIA) on public af
fairs and outreach projects.



ensuring that VBA’s public affairs mission and activities align with the
癩獩潮⁡湤⁰n楯物瑩e猠潦⁴桥⁕湤 爠卥c牥tary⁦潲 Be湥晩瑳f



overseeing development of the annual VBA Communications Plan, which
encompasses the marketing t
ools and initiatives of the various VBA
business lines.



departmental level coordination on the development of Congressional
Outreach Report.



assessing client satisfaction with VBA products and services.



obtaining appropriate input from stakeholders and Vet
erans Service
Organizations.



developing and facilitating on
-
going DoD liaison activities on behalf of the
Benefits Executive Council (BEC), BEC Information Sharing/Information
Technology, and other transitional programs.



c. BAS Client
Services and
Outre
ach Staff

The BAS Client Services and Outreach Staff functions as the principal liaison
for developing and expanding linkages with internal and external partners to
advance client
-
centered outreach and direct services. In addition, this staff:




provides
appropriate liaison with Federal, state, and local officials, and
other representatives regarding outreach and client services.



represents VBA through active participation in conferences, meetings, and
other venues focused on outreach and client services.

Continued on next page

M27
-
1, Introduction


I
-
4


1. Organizational Structure
,
Continued


c. BAS Client
Services and
Outreach Staff
(continued)



coordinates on
-
demand client
-
centered VBA services and ensures that new
media technologies enhance our client’s

ex灥物rnce.



develops all outreach activities and assesses them for effectiveness.



d. BAS Web
Communica
-
tions Office
(VBA Web
Communica
-
tion)

The BAS Web Communications Staff is unique in that they serve as VBA’s
Web Communication’s Office with primary
潶or獩s桴映h汬⁖B䄠楮瑥Ane琠慮搠
楮i牡湥琠獩瑥献†周t晦ice c潮獩獴s映 ⁗e戠be牶楣e猠瑥s洠慮搠m⁓潣ia氠䵥摩愠
team. Their role is to significantly improve the public’s perception of VA’s
獥牶楣e猠se戠b潭o畮楣u瑩潮⁣桡湮n汳⸠lf渠n摤楴楯測⁴桩猠獴a晦W




i
s responsible for the administration’s home internet and intranet sites.



is responsible for the administration’s social media sites.



ensures the administration is compliant with VA Directive/Handbook 6102
and VA Directive 6515.



supports and promotes VBA’s
c畲ue湴⁩湩n楡瑩癥猬⁳灥c楡氠灲ogra浳Ⱐ慮搠
c潮杲o獳s潮o氠la湤nte献



serves as the administration lead on VA’s Web Governance Board.



serves as the agency lead for the Benefits.gov website.



provides support for governance and oversight of the eBenefits web
portal



serves as VBA’s point of contact for the Inquiry Routing and Information
py獴敭
fofp)


e. BAS Quality
and Training

The BAS Quality and Training Staff direct the quality assurance and training
activities for client
-
centered outreach and direct serv
ices programs.


In addition, this staff is responsible for:




developing client
-
service standards.



developing and conducting of employee training for:



all National Call Centers (including the National Pension Call Center),



the National Inquiry Routing and I
nformation System (IRIS) Response
Center, and

Continued on next page

M27
-
1, Introduction

I
-
5


1. Organizational Structure
,
Continued


e. BAS Quality
and Training

(continued)



all Public Contact Teams.



ensuring quality of
National Call Center customer service activities through
the use of:



National Silent Monitoring,



IRIS Quality Evaluations,



Site Visits, and



Management and Employee Training.



coordinating with BAS Web Communications Office to streamline search
engines and e
nhance usability of technical VBA information that is
electronically stored.