Section E. Centralized Mail (CM) Intake

Overview

In This Section This section contains the following topics:

Topic Topic Name1 Overview of the CM Process2 Receipt, Separation, and Routing of Physical Mail in a

Regional Office (RO) Mailroom3 Faxing Documents to the Scanning Vendor4 Processing Freedom of Information Act (FOIA) and Privacy

Act (PA) Requests5 Intake Processing Center (IPC) CM Screening and Processing

Functions6 Routing Mail to Other Business Lines

1. Overview of CM Process

Introduction This topic provides an overview of the Department of Veterans Affairs (VA) CM processing, including

intent of CM roles and responsibilities in the CM process, and definitions of CM terms.

Change Date December 7, 2016

a. Intent of CM Centralizing conversion of incoming paper to an electronic medium in the Centralized Mail (CM) process is intended to

eliminate paper handling by the Department of Veterans Affairs (VA) personnel at regional offices (ROs)

reduce the number of times mail is handled in any medium expedite uploading of claims, evidence, and other mail to electronic claims

folders (eFolders) in the Veterans Benefits Management System (VBMS) improve customer service and claims processing timeliness through

improved mail control processes, and implement first in, first out (FIFO) workflow for all mail received.

Reference: For more information on CM, see the CM webpage.

b. Roles and Responsibilities in the CM Process

The intake processing center (IPC) is responsible for initial screening, control and uploading to VBMS of mail received in the CM portal.

Reference: For more information on individual IPC responsibilities, see M21-1, Part III, Subpart i, 1.2.b.

c. Definitions of CM Terms

For definitions of terms related to CM processing, see the below table.

Item DefinitionReceived Date

The date the mail is received at the scanning vendor is displayed in the CM portal as the received date.

The table below outlines what date is displayed in the CM portal.

Note: If an earlier date of receipt is discovered, VBMS allows the user to edit this data field.

Reference: For more information on editing document properties in VBMS, see the VBMS User Guide .

FIFO FIFO (first in, first out) refers to processing documents according to oldest date received rather than by type of document.

Note: The oldest date received is based on the CM portal entry date.

Packet, or Package

A packet or package pertains to a mail bundle for a single claimant and may contain one or more documents.

Document Documents are single files of one or more pages/images and are part of a packet or package.

Image The optical reproduction of the document/page contained in a packet or package.

United States Postal Service (USPS) Priority Mail Box

A standard box normally used for shipping mail to the scanning vendor in the CM process.

Bankers Box

A standard, white box normally used to ship paper claims folders and service treatment records (STRs).

Reference: For more information on earliest date of receipt, see M21-1, Part III, Subpart ii, 1.C.1.d.

If mail is received ... Then the receipt/received date is the date ...

by the RO and sent to the vendor

stamped by the RO.

directly at the vendor applied to the resulting scanned/converted image by the vendor.

2. Receipt, Separation, and Routing of Physical Mail in an RO Mailroom

Introduction This topic provides an overview of processing physical mail received in an RO mailroom, including

sources of physical mail received at the RO separating and routing physical mail shipping mail to scanning vendors, and proper identification of undeliverable mail containing Federal tax

information (FTI).

Change Date August 8, 2018

a. Sources of Physical Mail Received at the RO

The USPS automatically sends mail to the scanning vendor when the claimant uses the centralized mail address provided in all development letters.

Physical mail received by the ROs may come from various sources, including, but not limited to

Veterans service organizations (VSOs) walk-in via Public Contact Team (PCT) an appellant attending a hearing other courier services, including

United Parcel Service (UPS) Federal Express (FedEx) Dalsey, Hillblom, and Lynn (DHL), and other private messenger services

VA satellite offices, including out-based offices Benefits Delivery at Discharge, and Integrated Disability Evaluation System Intake Centers

USPS mail addressed to the previously published RO address, prior to the establishment of CM, and

USPS undeliverable mail.

b. Separating and Routing Physical Mail

When physical mail is received by the RO, the mail clerk opens, date stamps, and separates the mail by VA business lines and/or addresses including

Veterans Service Centers (VSCs) pension management centers (PMCs) Appeals Resource Center (ARC)

Board of Veterans’ Appeals (BVA) Fiduciary Service Education Service Insurance Service Loan Guaranty Service Veterans Health Administration (VHA) Vocational Rehabilitation & Employment (VR&E) Service National Cemetery Administration (NCA) Human Resources Management Director’s office, and co-located VSOs.

Once separated, use the table below to route the physical mail.

If mail ... Then ...requires routing to

a VSC a PMC ARC, or BVA

follow the procedures in M21-1, Part III, Subpart ii, 1.E.2.c to ship to the appropriate scanning vendor.

Note: Ship Freedom of Information Act (FOIA) and Privacy Act (PA) requests to the scanning vendor for processing in the CM portal.

References: For more information on processing mail in the CM portal, see M21-1, Part

III, Subpart ii, 1.E.5, and RO processing of FOIA/PA requests in the CM

portal, see M21-1, Part III, Subpart ii, 1.E.4.is related to all other business lines

mail or forward (if interoffice) the documents to the appropriate business line.

is undeliverable mail containing Federal tax information (FTI)

scan the document(s) to the restricted FTI eFolder in the Legacy Content Manager following the safeguarding procedures for FTI, and

follow the guidance pertaining to undeliverable essential mail.

Note: Do not ship undeliverable mail containing FTI to the scanning vendor.

References: For more information on handling undeliverable essential mail, see M21-1,

Part III, Subpart ii, 1.B.6 FTI, see M21-1, Part X, 9.A safeguarding FTI, see M21-1, Part X, 9.B.1, and the proper identification of undeliverable FTI mail,

see M21-1, Part III, Subpart ii, 1.E.2.d.

Note: Printing a document or otherwise creating a physical copy of an

electronic document to facilitate scanning or upload into an electronic records repository is not permitted.

Exception: If FTI is scanned into the portal in error, print the document(s) from the portal and scan into the restricted eFolder. Print the document and click the DOWNLOAD COMPLETE button to remove the document from the portal. Upon printing and scanning, follow the storage and destruction of FTI procedures in M21-1, Part X, 9.B.2, and general safeguarding procedures in M21-1, Part X, 9.B.1.

Reference: For more information on date stamping mail, see M21-1, Part III, Subpart ii, 1.C.1.

c. Shipping Mail to Scanning Vendors

Once the mail is separated, follow the steps in the table below to ship the mail to the scanning vendor.

Step Action1 Return the mail in the original envelope or staple the envelope to

the front of the mail.2 Securely bundle mail prior to placing it in the shipping box.

Note: Only use rubber bands for packages too large for clips or staples.

3 To indicate for the vendor separation of packets for multiple claimants use a

sheet of paper between packets, or place each packet in a manila folder.

4 Place bundled mail into a USPS Priority Mail Medium Flat Rate Box (11’’ x 8 ½” x 5 ½” inside).

Important: If the volume of mail is larger or smaller than the recommended

USPS Priority Mail Medium Flat Rate Box, a different-sized container may be used as long as it is an official USPS container (box, envelope, and so on.).

Use a standard, white bankers box when the volume of mail exceeds the capacity of multiple USPS Priority Mail Medium Flat Rate Boxes.

Do not ship claims folders and/or STRs via USPS or in USPS boxes. Follow the instructions in M21-1, Part III, Subpart ii, 1.F.2 for shipping claim folders and STRs in approved bankers boxes.

5 Fill the container to approximately 90-percent capacity and add filler material. Ensure there is enough cushioning so items will not shift.

6 Insert VA Directive 6609 into the shipping container.

Note: The directive cites the penalties for violation of Privacy and Health Insurance Portability and Accountability Acts.

7 Use clear, plastic shipping tape that bears the words United States Postal Service Mailing to

seal the box top and bottom seam, and reinforce the edges.

Do not use

cord string twine masking tape, or cellophane tape.

8 Label the top of the box CM (for “centralized mail”).9 Use the table below to determine the appropriate address to ship

the mail to for scanning.

If the mail will be processed by …

Then ship the mail to …

a VSC or ARC Department of Veterans AffairsClaims Intake CenterPO Box 5235Janesville, WI 53547-5235

the Philadelphia PMC

Department of Veterans AffairsClaims Intake CenterAttention: Philadelphia Pension CenterPO Box 5206Janesville, WI 53547-5206

the St. Paul PMC Department of Veterans AffairsClaims Intake CenterAttention: St. Paul Pension CenterPO Box 5365Janesville, WI 53547-5365

the Milwaukee PMC Department of Veterans AffairsClaims Intake CenterAttention: Milwaukee Pension CenterPO Box 5192Janesville, WI 53547-5192

BVA Board of Veterans Appeals

Claims Intake CenterPO Box 5229Janesville, WI 53547-5229

Note: Place the address label inside a sealable, clear jacket, which USPS provides.

Notes: Use the tracking service USPS offers when shipping CM for scanning. Each mailroom must maintain a log of tracking numbers for future

reference. There is no requirement to prepare the Document Control Sheet referenced

in M21-1, Part III, Subpart ii, 1.F, when shipping CM for scanning.

d. Proper Identification of Undeliverable Mail Containing FTI

Letters containing FTI are mailed in blue envelopes or manila envelopes. All letters mailed in blue envelopes always contain FTI. Letters mailed in manila envelopes may not always contain FTI. Therefore, a review of the envelope or letter may be required to determine whether undeliverable mail contains FTI.

The table below provides examples of text that might appear in undeliverable mail containing FTI.

Note: The examples below are not an all-encompassing list.

Examples1

2

3

4

5

6

7

3. Faxing Documents to the Scanning Vendor

Introduction This topic provides information about faxing documents to the scanning vendor, including

availability and proper use of scanning vendor fax lines scanning vendor fax numbers, and fax confirmation sheet.

Change Date August 8, 2018

a. Availability and Proper Use of Scanning Vendor FaxLines

Dedicated fax lines are available for transmitting documents directly to the scanning vendor. They may be used by

PCT personnel VSOs VHA personnel, and claimants.

Important: Prior to transmission of a fax, senders must ensure they understand their fax

settings and whether a 1 or 9 is needed for dialing. Adding a 1 or 9 when it isn’t necessary may change the fax number and result in the inadvertent transmission of documents to a non-VA organization or private business.

Once a claim is faxed, do not mail the original, as this will create duplicates in the portal and claims folder.

Always use a fax coversheet. (Use a locally devised coversheet or the Centralized Mail Fax Coversheet or Pension Fax Coversheet provided on the CM webpage ) .

Send only one claimant’s information per fax transmission. Sending more than one claimant’s information in a single fax risks the misplacement of one claimant’s information into another claimant’s

eFolder, and unintentional release of personally identifiable information.

There is a 999-page limit on faxes; therefore, larger packets should be mailed rather than faxed to the scanning vendor. Multiple fax transmissions will cause the packet to be broken into multiple packets in the portal.

Exception: Undeliverable mail containing FTI is exempt from CM processing. Do not fax or transmit mail containing FTI to the scanning vendor.

b. Scanning Vendor Fax Numbers

Use the table below to determine the appropriate scanning vendor fax number.

If the documents relate to a claim that will be processed by a ...

Then fax the documents to ...

VSC (844) 531-7818.VSC for a foreign claimant (248) 524-4260.PMC (844) 655-1604.

c. Fax Confirmation Sheet

After faxing documents to the scanning vendor, senders must

verify the vendor confirmed (by fax) its receipt of the faxed documents, and review the fax confirmation sheet to ensure the correct number of pages

were transmitted to the correct fax number.

The image below shows the information senders will receive in a fax confirmation sheet from the scanning vendor.

4. Processing FOIA and PA Requests

Change Date August 8, 2018

a. Processing FOIA and PA Requests

Routing of FOIA and PA requests to the Records Management Center (RMC) is required when received through the CM portal.

Follow the steps in the table below on how ROs and RMC process FOIA/PA requests.

Step Action1 During initial screening, the IPC routes FOIA/PA requests through

the CM portal to RMC’s mail queue without taking any system actions, unless

a FOIA/PA request is received in the same mail packet as other mail requiring RO action, or

a Congressional FOIA/PA request is received.

Exceptions: The table below describes the exceptions expressed in the preceding paragraph.

2 If paper records exist at another facility, to include RMC, RMC will utilize the Control of Veterans Records System (COVERS) under the guise of the Newark RO (309) to request that the folder be sent to the scanning vendor. (RMC makes the request through COVERS even if it has custody of the claims folder.)

RMC will document the folder request as a tracked item in VBMS.

Reference: For more information on requesting claims folders in COVERS, see the COVERS User Guide.

If a ... Then the IPC ...FOIA/PA request is received in the same mail packet as other mail requiring RO action

establishes end product (EP) 510, Privacy Act Request, or 511, FOIA

leaves the suspense reason as Initial Review Pending, and

brokers the corresponding work item to RMC in VBMS only.

Notes: The IPC leaves a permanent note under the

brokered work item indicating a FOIA/PA request was received with other RO action mail.

After establishing EP 510 or 511, the RO processes the action mail, and uploads the mail packet into the

appropriate eFolder in VBMS.

Reference: For more information on establishing EPs in VBMS, see M21-1, Part III, Subpart ii, 3.D.2.c.

congressional FOIA/PA request is received through the CM portal

downloads the request from the portal and saves it in the portable document format (PDF)

e-mails the document to VAVBASTL/RMC/CONGRESSIONAL, and

uploads the document into the appropriate eFolder in VBMS.

Note: The CM portal does not normally contain congressional FOIA/PA requests. RO Congressional Liaisons may refer congressional staff to RMC for qualifying requests.

3 After an RO receives a COVERS request from 309 under the circumstances described in Step 2, the RO

sends the requested claims folder to the scanning vendor, and assigns the appropriate COVERS location for the scanning vendor

(such as DCSS1).

Note: ROs must never permanently transfer the requested claims folder to 309 in COVERS.

5. IPC CM Screening and Processing Functions

Introduction This topic provides an overview of IPC screening and processing functions in the CM portal, including

Super User mail processing in the CM portal Basic User mail processing in the CM portal processing CM packages, and processing solicited and unsolicited mail.

Change Date September 10, 2018

a. Super User Mail Role in the CM Portal

The IPC Super User

reviews and distributes all mail in the CM portal notifies the IPC supervisor if mail containing FTI is discovered in the CM

portal routes mail to work queues based on a FIFO received date mentors Basic Users provides guidance to Basic Users on processing complex mail, and if applicable, processes the more complex cases.

Important: Super Users should not prescreen mail before distributing it to work queues. All users must process mail based on FIFO principles.

Notes: In the CM portal, only Super Users can transfer mail packages to another

RO’s CM queue. IPC supervisors provide direction to non-supervisory Super Users on the

amount of mail Super Users distribute to basic users.

Reference: For more information on the role of the Super User in CM, see the Super User Manual.

b. Basic User Mail Role in the CM Portal

The Basic User

screens mail assigned to the user’s work queue notifies the Super User and/or IPC supervisor if mail containing FTI is

discovered in the CM portal establishes new claims or appeals, including

entering contentions

sending Section 5103 notices (when applicable) assigning claims to the appropriate segmented lane, and routing paper claims folders to scanning vendors for conversion (when

necessary) makes necessary system updates for currently pending claims, including

updating the claim level suspense, and managing evidence/tracked items

updates claimant information in all applicable VA systems, and uploads the mail into the appropriate eFolder in VBMS or sends it to the

appropriate business line.

Note: Routing of paper claims folders to scanning vendors is not necessary when the claim may be worked without claims folder review. For example, claims for additional compensation for dependents are generally decided without claims folder review.

References: For more information on establishing claims in VBMS or Share, see M21-1, Part III, Subpart ii, 3.D.2 routing procedures for claims within cross functional teams, see M21-1, Part

III, Subpart i, 1.3.c managing evidence, see the VBMS Job Instruction Sheet – Manage

Evidence updating claimant information in VA systems, see M21-1, Part III, Subpart

ii, 3.C, and the role of the Basic User in CM, see the Basic User Manual.

c. Processing CM Packages

Follow the steps in the table below when processing CM packages.

Step Action1 Check VBMS and the Veterans Appeals Control and Location

System (VACOLS) for a pending or recently adjudicated claim or appeal.

Is the mail package related to development of a pending claim or appeal, or does it represent late-flowing mail that was submitted in response to development of a recently adjudicated claim or appeal?

If yes, follow the instructions in M21-1, Part III, Subpart ii, 1.E.5.d, and disregard the remaining steps in this table.

If no, go to the next step.2 Does the mail involve a claim that falls under the jurisdiction of a restricted access

claims center (RACC) because the claimant is a Veteran employee, a relative of an employee, an employee or relative of a VSO, or other claimant as defined in M21-1, Part III, Subpart ii, 4.A.3 and 4?

If yes, go to the next step. If no, go to Step 5.

3 Does the mail represent a claim or appeal that is subject to National Work Queue (NWQ) routing?

If yes, activate the Restricted Access corporate flash ensure the local privacy officer restricts access to the

corresponding VA record by assigning one of the sensitivity levels described in M21-1, Part III, Subpart ii, 4.A.4.a, and

go to the next step. If no, go to the next step.

Important: ROs must request assistance from their NWQ point of contact when transferring a claim if they are unable to activate the Restricted Access corporate flash because VA has already assigned one of the sensitivity levels described in M21-1, Part III, Subpart ii, 4.A.4.a.

References: See the Share User’s Guide for instructions for activating a corporate flash. See the National Work Queue Playbook, under the heading Restricted Access

Claims Center (RACC) Claims Routing, for more information about handling claims or appeals that fall under the jurisdiction of a RACC, and are subject to NWQ routing.

4 Transfer the packet to the appropriate RACC queue (St. Paul RACC, Milwaukee RACC, or Philadelphia RACC) and take no further action.

Notes: System access settings prevent most RO employees from updating

VA’s systems to reflect the receipt of evidence or information included in mail that a RACC must ultimately process.

RACC development letters include a coversheet that recipients are instructed to place on top of mail they send to VA. Use of the coversheet in this manner facilitates automatic routing of the packet to the appropriate RACC queue.

To avoid improper routing in the CM portal, PCT personnel accepting mail from Veteran employees must use the appropriate coversheet from among those listed below: Philadelphia RACC Coversheet Milwaukee RACC Coversheet , or St. Paul RACC Coversheet .

Reference: For more information on RACC jurisdiction, see M21-1, Part III, Subpart ii, 4.A.4.e.

5 Does the mail represent material that a PMC must review/process?

If yes, use the map below to determine the PMC with jurisdiction transfer the claim to the appropriate PMC queue, and take no further action.

If no, go to the next step.6 Does the mail represent a new compensation-related claim, or does it include a VA

Form 21-0958, Notice of Disagreement, or VA Form 9, Appeal to Board of Veterans' Appeals?

If yes, go to the next step. If no, go to Step 11.

7 Will the RO that received the mail package retain jurisdiction?

If yes, go to the next step. If no, go to Step 10.

Important: ROs may not transfer claims (rating or non-rating), appeals, or work items, to

include mail received in the CM portal, to another RO solely because the claimant resides within another RO’s geographical jurisdiction. ROs may transfer a claim to another RO only if the claimant has requested a personal hearing claimant is a homeless Veteran, or claim is a “special mission claim” that a specific RO must

process. If an RO receives a claim or appeal over which it will retain jurisdiction, but

another RO has custody of the corresponding paper claims folder, the RO that is retaining jurisdiction must request permanent transfer of the folder through COVERS. If the claim or appeal is subject to NWQ routing, the RO must also add the Requested Claim Folder tracked item.

Exception: As noted in M21-1, Part III, Subpart iii, 5.A.2.b, certain claims for additional benefits for a dependent do not require review of the claims folder to decide. In those situations, request of the claims folder is unnecessary.

8 Follow the instructions in the table below.

If the mail represents Then place it under control

a(n) … according to the instructions in …claim M21-1, Part III, Subpart ii, 3.D.2.notice of disagreement (NOD)

M21-1, Part III, Subpart ii, 3.E.2.c and d.

perfected appeal (VA Form 9)

M21-1, Part III, Subpart ii, 3.E.4.

9 Upload the mail package into the appropriate eFolder and disregard the remaining steps in this table.

10 Follow the instructions in the table below.

If the claim, NOD, VA Form 9, or work item …

Then …

requires a personal hearing, or

pertains to a homeless Veteran

transfer the mail package to the queue of the RO that has geographical jurisdiction based on the claimant’s/beneficiary’s place of residence, and

take no further action. involves special

mission issues with exclusive jurisdiction, or

involves exceptions to general policy for claims folder jurisdiction

determine jurisdiction by following the guidance found in M21-1, Part III, Subpart ii, 5.A.1.b and c

transfer the mail package to the proper RO’s queue, and

take no further action.

11 Is the mail for a business line other than Compensation Service or Pension and Fiduciary Service?

If yes, reroute the mail to the appropriate business line, following the

guidance in M21-1, Part III, Subpart ii, 1.E.6, and take no further action.

If no, go to the next step.

12 Check COVERS to determine whether a claims folder exists.

Does a claims folder exist?

If yes, go to the next step. If no,

check for a previously established claims folder, using the guidance found in M21-1, Part III, Subpart ii, 3.A.1.d

establish a claims folder (if necessary), and go to the next step.

Note: If there is not enough information to establish a claims folder, follow the instructions in M21-1, Part III, Subpart ii, 1.B.5.

References: For more information on using COVERS, see the COVERS User Guide, and establishing a claims folder, see M21-1, Part III, Subpart ii, 3.B.2.

13 Does a review of the mail reveal that no action is needed?

If yes, treat the mail as “file mail” or “drop mail” by uploading the mail into the appropriate eFolder in VBMS, and taking no further action.

If no, take all necessary actions (such as processing an intent to file

(ITF) a claim, changing an address, updating the power of attorney, and so on), and

upload the mail into the appropriate eFolder in VBMS.

Note: On or after March 24, 2015, new claims/appeals must be filed on a fully completed, prescribed VA form.

Reference: For more information about ITF and VA Form 21-0966, Intent to File a Claim for Compensation and/or Pension, or Survivors Pension and/or DIC, see M21-1, Part III, Subpart ii, 2.C.2.

d. Processing Solicited and Unsolicited Mail

Solicited and unsolicited mail refers to mail submitted in association with development of a claim or appeal.

Note: New appeals and perfected appeals (VA Form 9) are not types of solicited or unsolicited mail. M21-1, Part III, Subpart ii, 1.E.5.c describes the proper procedure for handling new and perfected appeals and other types of mail.

When processing solicited or unsolicited mail, update VBMS according to instructions in the following table.

Step Action1 Does the solicited or unsolicited mail pertain to a pending EP?

If yes, go to the next step. If no, go to Step 6.

2 Does the mail represent evidence requested and documented by a tracked item?

If yes, go to the next step (the mail is considered solicited). If no, go to Step 4 (the mail is considered unsolicited).

3 Update the tracked item RECEIVED field with the date of receipt of the mail

select the SAVE button upload the mail into the appropriate eFolder in VBMS, and take no further action.

Example:

4 Update the MANAGING EVIDENCE screen to reflect the mail VA received under the ADD UNSOLICITED tab.

Examples:

5 Add any new contentions by selecting ADD CONTENTIONS on the CONTENTIONS LIST tab

upload the mail into the appropriate eFolder in VBMS, and take no further action.

Example:

Notes: Remember to include the date of claim (date of receipt of new

contention) for each contention. Do not change the segmented lane already assigned unless there is

a new special issue or special operations contention.6 Check VACOLS to determine whether an appeal is pending.

Does the mail pertain to a pending appeal?

If yes, update VBMS to reflect receipt of the mail, as outlined in Step 4 upload the mail into the appropriate eFolder in VBMS, and go to Step 8.

If no, go to the next step.

Reference: For more information on using VACOLS, see the VACOLS User Guide.

7 Review the mail for a possible EP 930.

Is an EP 930 warranted, i.e. does the mail relate to a claim VA already decided, and did VA receive the mail before it decided the claim?

If yes, establish an EP 930 and go back to Step 4. If no, contact the Super User for guidance, and no further action is

necessary.

Note: Use the appropriate claim label to differentiate between a rating and non-rating EP 930.

Reference: For more information on using EP 930, see M21-4, Appendix B.

8 Is the appeal under the jurisdiction of BVA?

If yes, send the mail package to the re-route queue (a Super User will reassign the package to BVA in the CM portal).

If no, take no further action.

Reference: For more information on processing CM, see the user manuals and other guides on the CM webpage.

6. Routing Mail to Other Business Lines

Introduction This topic provides information about routing mail to other business lines, including

e-mail and mailing addresses of other business lines VR&E e-mail addresses, and Support Services Division (SSD)/finance activity e-mail addresses.

Change Date August 8, 2018

a. E-Mail and Mailing Addresses of Other Business Lines

When a user identifies mail for business lines to which the user cannot route mail in the CM portal, he/she

uses functionality within the portal to download the mail, and save it as a PDF file, and

e-mail (using appropriate encryption) the file to the appropriate business line, or in the case of NCA print out and fax or mail the file, using the addresses shown in the table below.

Business Line E-Mail/Mailing AddressEducation Service

Use the table below to determine the correct e-mail address.

If the claimant … Then e-mail the PDF file to …

lives in Connecticut Delaware the District of Columbia Massachusetts Maryland Maine North Carolina New Hampshire New Jersey New York Pennsylvania Rhode Island Vermont Virginia, or the U.S. Virgin Islands,

VAVBABUF/RO/EDU.

or attends a foreign schoollives in

Colorado Iowa Illinois Indiana Kansas Kentucky Michigan Minnesota Missouri Montana Nebraska North Dakota Ohio South Dakota Tennessee West Virginia Wisconsin, or Wyoming

VAVBAMUS/RO/EDU.

lives in Alaska Alabama Arkansas Arizona California Florida Georgia Hawaii Idaho Louisiana Mississippi New Mexico Nevada Oklahoma Oregon South Carolina Texas Utah Washington the Philippines Puerto Rico, or Guam, or

has an Army Post Office,

VAVBASTL/RO/EDU.

Fleet Post Office, or Armed Forces Pacific mailing address

Insurance Service

VAVBAPHI/IC/IPCMAIL

Loan Guaranty Service

VAVBAWAS/CO/LGY ADMIN CORRESPOND

VR&E Service Use the table in M21-1, Part III, Subpart ii, 1.E.6.b, to determine the correct e-mail address.

Note: Enter VR&E Misdirected Mail – RO [RO #] in the subject line of the e-mail.

Fiduciary Hub Use the table in M21-1, Part III, Subpart v, 9.A.1.d, to determine the correct e-mail address.

Note: Enter Fiduciary Misdirected Mail – RO [RO #] in the subject line of the e-mail.

Support Services Division (SSD)/finance activity

Use the table in M21-1, Part III, Subpart ii, 1.E.6.c, to determine the correct e-mail address.

Note: Enter SSD/Finance Activity Misdirected Mail – RO [RO #] in the subject line of the e-mail.

VHA Handle mail received for a VHA facility in accordance with local policy.

NCA Fax claims, such as a VA Form 40-1330, Claim for Standard Government Headstone or Marker, and supporting documentation to 1-800-455-7143 or mail them to

Memorial Programs Service (41B)Department of Veterans Affairs5109 Russell RoadQuantico, VA 22134-3903.

Important: When faxing more than one claim, fax each claim package (claim plus supporting documentation) individually (disconnect the call and redial for each submission).

b. VR&E E-Mail Addresses

The table below shows the e-mail address of the VR&E office at each RO.

RO Name VR&E E-Mail AddressAlbuquerque VRC.VBAALB@va.govAnchorage VRE.VBAANC@va.gov

Atlanta VRC.VBAATG@va.govBaltimore VRE.VBABAL@va.govBoise VRE.VBABOI@va.govBoston VRC.VBABOS@va.govBuffalo VRC.VBABUF@va.govChicago VAVBACHI.VRE@va.govCleveland VRE.VBACLE@va.govColumbia VRC.VBACMS@va.govDenver VRE.VBADEN@va.govDes Moines VRE.VBADES@va.govDetroit VRE.VBADET@va.govFargo VRC.VBAFAR@va.govFt. Harrison VRC.VBAFHM@va.govHartford VRE.VBAHAR@va.govHonolulu VRC.VBAHON@va.govHouston VRE.VBAHOU@va.govHuntington VRE.VBAHUN@va.govIndianapolis VRE.VBAIND@va.govJackson VRE.VBAJAC@va.govLincoln VRE.VBALIN@va.govLittle Rock VRE.VBALIT@va.govLos Angeles ROVRC.VBALAN@va.govLouisville VRE.VBALOU@va.govManchester VRE.VBAMAN@va.govManila VRE.VBAMPI@va.govMilwaukee VRC.VBAMIW@va.govMontgomery VRE.VBAMGY@va.govMuskogee VRE.VBAMUS@va.govNashville VRE.VBANAS@va.govNew Orleans VRC.VBANOL@va.govNew York DIR.VBANYN@va.govNewark VRE.VBANEW@va.govOakland VRC.VBAOAK@va.govPhiladelphia VRC.VBAPHI@va.govPhoenix VRE.VBAPHO@va.govPittsburgh VRE.VBAPIT@va.govPortland VRE.VBAPOR@va.govProvidence VRE.VBAPRO@va.govReno VRE.VBAREN@va.govRoanoke VRE.VBAROA@va.govSalt Lake VRE.VBASLC@va.gov

San Diego VRE.VBASDC@va.govSan Juan MBVRE.VBASAJ@va.govSeattle VRE.VBASEA@va.govSioux Falls VRC.VBAFAR@va.govSt. Louis VRC.VBASTL@va.govSt. Paul VRC.VBASPL@va.govSt. Petersburg VRC.VBASPT@va.govTogus VRE.VBATOG@va.govWaco VRC.VBAWAC@va.govWashington VRE.VBAWAS@va.govWhite River DIR.VBABOS@va.govWichita VRE.VBAWIC@va.govWilmington VRC.VBAPHI@va.govWinston Salem VRC.VBAWIN@va.gov

c. SSD/Finance Activity E-Mail Addresses

The table below lists the e-mail address of the SSD/finance activity office at each RO.

RO Name SSD/Finance Activity E-Mail AddressAlbuquerque OPS.VBAPHO@va.govAnchorage SSD.VBASLC@va.govAtlanta SSD.VBAATG@va.govBaltimore FINANCE.VBABAL@va.govBoise SSD.VBABOI@va.govBoston SSD.VBABOS@va.govBuffalo SSD.VBABUF@va.govChicago VAVBACHI.SSD@va.govCleveland SSD.VBACLE@va.govColumbia SSD.VBACMS@va.govDenver SSD.VBADENROSSD@va.govDes Moines SSD.VBADES@va.govDetroit SSD.VBADET@va.govFargo FIN.VBASPL@va.govFt. Harrison SSD.VBASLC@va.govHartford SSD.VBAHAR@va.govHonolulu SSD.VBASLC@va.govHouston SSD24.VBAHOU@va.govHuntington SSD.VBAHUN@va.govIndianapolis MC.VBAIND@va.gov

Jackson SSD.VBAJAC@va.govLincoln SSD.VBALIN@va.govLittle Rock SSD.VBALIT@va.govLos Angeles ROFIN.VBALAN@va.govLouisville SSD.VBALOU@va.govManchester SSD.VBAMAN@va.govManila SSD.VBAMAN@va.govMilwaukee SSD.VBAMIW@va.govMontgomery SSD.VBAMGY@va.govMuskogee SSD.VBAMUS@va.govNashville SSD.VBANAS@va.govNew Orleans SUP.VBANOL@va.govNew York SSD.VBANYN@va.govNewark SSDVBANEW@va.govOakland FIN.VBAOAK@va.govPhiladelphia FIN.VBAPHI@va.govPhoenix OPS.VBAPHO@va.govPittsburgh SSD.VBAPIT@va.govPortland SSD.VBAPOR@va.govProvidence SSD.VBAPRO@va.govReno SSD.VBASLC@va.govRoanoke SSD.VBAROA@va.govSalt Lake SSD.VBASLC@va.govSan Diego SSD.VBASDC@va.govSan Juan SSD.VBASAJ@va.govSeattle SSD.VBASEA@va.govSioux Falls FIN.VBASPL@va.govSt. Louis SSD.VBASTL@va.govSt. Paul FIN.VBASPL@va.govSt. Petersburg SSD.VBASPT@va.govTogus SSD.VBATOG@va.govWaco SSD.VBAWAC@va.govWashington AMCDIRMAILBOX@va.govWhite River SSD.VBAMAN@va.govWichita SSD.VBAMUS@va.govWilmington FIN.VBAPHI@va.govWinston Salem VAVBAWINSSDFACILITIE@va.gov