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Pension Management Center

Pension Management Center. September, 2012. Philadelphia PMC Structure. PMC CEILING = 425 FTE NPCC Ceiling = 75 FTE. Monthly Receipts FY11. FY11 Total Receipts: 304,595. Monthly Completions FY11. FYTD completions 260,823. Monthly Receipts FY12. FYTD receipts 273,420.

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Pension Management Center

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  1. Pension Management Center September, 2012

  2. Philadelphia PMC Structure PMC CEILING = 425 FTE NPCC Ceiling = 75 FTE

  3. Monthly Receipts FY11 FY11 Total Receipts:304,595

  4. Monthly Completions FY11 FYTD completions 260,823

  5. Monthly Receipts FY12 FYTD receipts 273,420

  6. Monthly Completions FY12 FYTD completions 239,197

  7. Philadelphia PMCTimeliness

  8. Quality • National STAR Review • Local Quality Review • Individual Performance Quality Review • Quality Team • All findings are used to develop annual refresher training.

  9. National Pension Call Center (NPCC) FY12 • Philadelphia Pension Call Center answered an average of 37,000 calls per month • Average speed of answer:6 minutes, 21 seconds • Virtual Hold System: • 50% acceptance rate • 93% successful reconnect rate • Abandoned call rate is 15.4% • Average length of call 10 min 30 sec

  10. Pension Organization Changes: • Rating & Maintenance Processing Teams • Two teams out of 9 now process the same terminal digit range but one exclusively processes original claims (Veteran and survivor) and one exclusively processes maintenance claims. • Pilot program transition went smoothly – more teams will be transitioned in the near future.

  11. Pension Organization Changes: • Advocacy Team • Formerly each team processed “special” claims internally along with general claims work. • Now the advocacy team processes “special” claims from start to finish. • Special Inquiry Phone Queue – the dedicated phone line has been expanded and is now staffed by the employees who process the special claims. • Went into effect July 20, 2012.

  12. Enhanced Screening Procedures • Now original and re-opened veterans AND survivor claims are being pre-screened. • More “quick decisions” where development is not required to grant or deny the claim. • More “directed development” to ask for the necessary information the first time. • Less time waiting for claims folders when they are needed to make a final decision.

  13. Benefit Eligibility Rule Changes • Medical evidence requirements for A&A • A Veteran must have a single disability rated as permanent and total to establish entitlement to special monthly pension - a Veteran attaining age 65 no longer satisfies this requirement. • Continue to use VA Form 21-2680 to submit medical evidence along with original claims.

  14. Pension Form Changes • Eligibility Verification Reports (EVR, 21-0516, 21-0518 etc.) • “Blanks = Zero” means farfewer returned as incomplete. • VA Form 21-22 (Appointment of a Representative) • New signature block for VSOs. • Allows VSOs to change claimant and beneficiary addresses.

  15. Pension Form Changes (contd.) • VA Form 21P-8416 • Expanded Instructions • Additional identifying information • Mileage/transportation and itemized medical expenses separated.

  16. Veterans Service Organization Philadelphia Outreach/Contact

  17. Thank You…

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