June 15, 1988
VA HANDBOOK 7610 (827)
CHAPTER 827. VETERANS BENEFITS ADMINISTRATION - REGIONAL OFFICE
VETERANS SERVICES DIVISION
1. APPROVAL OF CRITERIA
Criteria approved by the Department of Veterans Affairs (VA) on June 15, 1988.
2. DEFINITION
Veterans Services Division:
a. The Veterans Services program operates through a wide network of veterans services field locations where personnel
provide veterans, their dependents, and survivors with information, advice and assistance regarding the availability and
procurement of benefits under laws administered by the Department of Veterans Affairs (VA) and other agencies. Benefits
information and assistance are provided by personal interviews, telephone interviews and correspondence. Services include
arrangements with the Armed Forces to ensure that personnel approaching separation from military service are informed about
veterans benefit s and how they may be obtained. Services also include extensive outreach efforts to ensure that benefits
information and assistance are provided to the educationally disadvantaged, the disabled, the elderly, former prisoners of war,
female veterans, the homeless, and other specially targeted groups. Program activities are conducted at 58 Veterans
Administration Regional Offices, 18 Veterans Assistance Offices, 172 Department of Veterans Affairs (VA) Medical Centers, 6
Department of Veterans Affairs (VA) Outpatient Clinics, and 57 itinerant locations. To assist those veterans, dependents, and
survivors residing some distance from the regional offices in obtaining benefits information and assistance, toll-free telephone
service is provided nationwide.
b. Veterans Services personnel are also responsible for overseeing through a system of field examinations and audits of
fiduciary accounts, the payment of VA benefits to those payees who are rated incompetent or are under legal disabilities.
c. In addition, program staff are responsible for verifying and assuring the propriety of payments of educational benefits
to eligible individuals under provisions of the laws administered by VA (including Title VI of Civil Rights Act of 1964, Title IX
of the Education Amendment of 1972, and Section 504 of the Rehabilitation Act of 1973) through a system of education
liaison, program approval, and compliance survey activities.
3. PROGRAM DATA REQUIRED
a. Staffing projections by category (e.g., chief, clerical, technicians, etc.) and percentages of males and females.
(1) Maximum number of Veterans Benefits Counselors on duty in the Telephone Unit.
(2) Maximum number of Veterans Benefits Counselors on duty in the Interview Unit.
(3) Maximum number of Veterans Benefits Counselors on duty in Operations Unit.
(4) If these totals exceed the authorized staffing level, justification will be required:
b. Projected number of Computer (Target) Video Display Terminals, specify number of printers and word processors.
c. Projected number of file cabinets (specify letter and specify existing legal sizes).
d. Projected number of joint use workstations (specify personal computers, word processors, microfiche/film, facsimile,
etc.).
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