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About this activity

Review and identity checks

Created by

Rebecca Rizzo
Rebecca Rizzo
United States

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Review and identity checks

by Rebecca Rizzo
1

During every interaction with a Veteran / beneficiary , PCRs must review the record to determine if the Veteran / beneficiary is in receipt of VBA benefit payments and is unbanked ( receiving payments via or ) .

2

All questions must be completely answered directly by the caller .

3

PCRs must advise requesters that and correspondence from the are the options to receive the correspondence .

4

PCRs must ask to place the caller on . Holds must be no longer than minutes .

5

PCRs are responsible for ensuring the scripted status is provided , regardless of what is suggested by .

6

When completing , verify if the individual is calling from a of record .

7

For VR&E Counselor , PCRs must review the station's Desk Reference and / or VR&E Office Directory for VR&E Office telephone numbers . PCRs must provide the to the caller and attempt a transfer and enter a note in the system documenting the action taken .

 
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