Effective Post Service Officer Training Strategies

1 How to Provide Post Service Officer Training Liz Salvador Regional Quality Assurance Specialist- East Lsalvador@vfw.org

Topics What is a Post Service Officer? Why do we provide Post Service Officer Training? Coordinating Post Service Officer Training Materials for Post Service Officer Training Post Service Officer Training Basics 2

What is a Post Service Officer? Post Service Officers (PSO) are local ambassadors of the Veterans of Foreign Wars; each VFW Post has an appointed PSO. Many PSOs deliver information about veterans benefits to those who cannot come to a service office, whether in Posts, community centers, nursing homes, places of worship, Vet Centers, or just around town. PSOs must be well versed on state and local benefits. The knowledge PSOs carry with them can help veterans and their survivors obtain the help they often desperately need. 3

What is a Post Service Officer? Post Service Officers are not accredited. Therefore, they DO NOT hold legal standing to represent claimants in their benefit claims before the Department of Veterans Affairs. 4

Why Do We Provide Post Service Officer Training? Ensure PSOs understand their job duties & responsibilities Ensure that PSOs have current job aids & reference materials Educate PSOs on primary benefits available by VA Make the PSO aware of the Department Service Officer (DSO) responsibilities and procedures 5

NVS Policy & Procedure update Every DSO is required to conduct at least one PSO training per year DSOs shall provide an annual Post Service Officer School of Instruction report to both their Department Headquarters and the Director, National Veterans Service by the end of June. The report shall include the date and location of the training, topics taught, and a roster of attendees

Coordinating PSO Training Work with your Department Headquarters when scheduling PSO training Pay attention to Department & District calendars Department Convention, C of As, & District meetings are potential opportunities to provide training PSO & District Service Officer distribution lists are good ways to advertise your session 7

Materials for PSO Training PSO Presentation Available on the OLP NVS Policy & Procedures Available on the OLP Post Service Officer Guide Available on the VFW Website under Assistance and VA Claims & Separation Benefits Common forms & online sources What other materials may be beneficial? 8

Materials for PSO Training NVS has created a template presentation for PSO training that is available on the Online Learning Portal in the Resources section This is only a template; you can modify it to suit your needs 9

PSO Training Basics Post Service Officers need instruction on the following topics: NVS Policy & Procedure Code of Conduct Basic knowledge on certain VA Benefits VA Forms to apply for certain VA Benefits Local resources and benefits Your office policies 10

PSO Training Basics NVS Policy & Procedures Post/District Service Officers: Will NOT retain any PII (Forms are to be returned to claimant for submittal to DSO) Act as recorders to assist in transcribing information on the correct VA forms (cannot counsel or give guidance on VA claims) Are under the general supervision of DSO Cannot make direct contact with VA Cannot obtain status checks from DSO (VA Form 21-0845 is required by law to disclose information to anyone other than the claimant) 11

PSO Training Basics VA Benefits Knowledge & Forms A basic understanding of VA benefits is required in order to provide very general guidance and assist claimants with transcribing information on VA forms Representation Effective Dates Compensation Pension Healthcare Education Survivor s Benefits Evidence 12

PSO Training Basics VA Benefits Knowledge & Forms Representation: VA Form 21-22 Must be signed by claimant Must be signed by an accredited representative (PSOs cannot sign the 21-22) Cannot have records restricted VFW will not refuse representation based on merits of military service (Dishonorable Discharge is the only exception) PSOs will NOT determine POA acceptance or refusal 13

PSO Training Basics VA Benefits Knowledge & Forms Effective Dates (for PSO guidance): Generally, effective dates cannot be established prior to the date a claim or ITF is submitted. VA Form 21-0966 Intent to File Protects the veteran s effective date for up to one year Must identify the benefit to be claimed (Compensation, Pension, or Survivor s Benefits) Should be signed by claimant (cannot be signed by the PS0) Only one ITF can be active for individual benefit sought Claim must be submitted within one year of the claimant s ITF 14

PSO Training Basics VA Benefits Knowledge & Forms VA Compensation Claims: Claim for compensation from the government for a disability which was caused by military service VA Form 21-526ez Form needs to be complete Should be filled out based on information given by claimant PSO is not to advise claimant as to how to list disabilities Should be signed by veteran- (cannot be signed by the PS0) 15

PSO Training Basics VA Benefits Knowledge & Forms VA Pension Claim: Benefit designed for veterans with wartime service who are disabled (non-service-connected disabilities) or over the age of 65 and living below the federal poverty threshold. VA Form 21-527ez Form needs to be complete PSO should assist by completing 21p-8416 Medical Expense Report (if applicable) PSO should not differentiate what medical expenses are claimable Should be signed by veteran- (cannot be signed by the PS0) 16

PSO Training Basics VA Benefits Knowledge & Forms VA Healthcare: VA provides healthcare services to veterans Eligibility for VA healthcare is based on the veteran s Priority Group Priority Group assignment is determined by the veteran s disability rating in most cases, but there are exceptions such as veterans who were awarded the Purple Heart and former Prisoners of War If a veteran qualifies for more than one Priority Group, the highest group will apply Veterans will need to visit a local VA Medical Facility to enroll 17

PSO Training Basics VA Benefits Knowledge & Forms VA Education: VA administers education benefits for active-duty troops, veterans, reservists, and qualifying dependents Eligibility for veteran education benefits is based on the veteran s service duration and era served Eligibility for dependent education benefits is based on the veteran s disability rating or cause of death (Dependents Educational Assistance (Chapter 35)) Different programs are available to veterans from different eras: Forever GI Bill, Post 9/11 GI Bill, Montgomery GI Bill Veteran Readiness and Employment (VRE) assists veterans with service- connected disabilities to prepare for, obtain, and maintain suitable employment. 18

PSO Training Basics VA Benefits Knowledge & Forms Dependency and Indemnity Compensation (DIC): VA Benefit for eligible dependents of veterans who died as a result of conditions caused by military service. Survivor s Pension: Needs based VA Benefit for eligible dependents of deceased veterans with wartime service. VA Form 21p-534ez: Form needs to be as complete as possible Must have both veteran s and claimant s information Must be signed by claimant 19

PSO Training Basics VA Benefits Knowledge & Forms Evidence: Without the proper evidence the claim will not be successful Depending on the benefit sought, ask the veteran to gather and submit: Service Treatment Records/Service records/DD-214 Private medical records Marriage certificates/divorce decrees Birth Certificates and Social Security cards for dependent children Financial statements Personal/lay statements 20

PSO Training Basics Local Resources & Benefits Local community resources may be available to veterans. These include but are not limited to: Food Banks Transitional Housing Employment Assistance Local Financial Assistance Local benefits (discounts, tax breaks, free licenses, etc.) Your PSOs can be an excellent point of contact to refer veterans to community-based resources & assistance!!! 21

PSO Training Basics Your Office Policies It is extremely important to set expectations for your PSOs who does what? Ensure they know your policies for referring claimants to your office and submitting documents All PSOs should have your contact information handy to distribute to veterans What other policies should your PSOs know? 22

Summary Post Service officers are a valuable part of the VFW who can assist veterans at the local level they should be well versed in local community benefits Ensure that your PSO s know their role within the organization and have the proper expectations for their responsibilities The most important job of the PSO is to get the veteran in contact with the DSO Your PSOs can be an excellent point of contact to refer veterans to community-based resources & assistance!!! 23

2023 Proficiency Training Conference Survey Breakout: PSO Training Please scan the QR Code or click on the link below to take an anonymous survey about your experience during the 2023 Proficiency Training Conference. https://www.research.net/r/DNQNRP2