Skills Certification Readiness Guide - Camber Corporation · Skills Certification Readiness Guide version 4.0 Change Record September 2017 i Change Record Date Change March 2013 Clarified

Skills Certification

Candidate Readiness

Guide

April 2018 Version 4.0

Veterans Benefits Administration

VA119A-14-A-0005_2, VA119A-17-J-0456

Skills Certification Candidate Readiness Guide

Table of Contents

i

Table of Contents

CHANGE RECORD .......................................................................................................................................... I

GENERAL TEST INFORMATION ..................................................................................................................... 1

INTRODUCTION TO SKILLS CERTIFICATION ........................................................................................................... 1 Purpose of the Skills Certification Readiness Guide ............................................................................... 1

OVERVIEW OF THE TESTING PROCESS ................................................................................................................ 1 Test Item Formats ............................................................................................................................... 6 Test Conditions .................................................................................................................................... 6 Frequently Asked Questions (FAQs) ...................................................................................................... 7

TEST PREPARATION ..................................................................................................................................... 10 Preparing the Testing Environment .................................................................................................... 10

TEST PREPARATION RESOURCES ..................................................................................................................... 11 Compensation Service Homepage ...................................................................................................... 11 Compensation Service Electronic References ...................................................................................... 15 Training Resources/Job Aids .............................................................................................................. 16

TEST TAKING STRATEGIES ............................................................................................................................. 17 Test Anxiety....................................................................................................................................... 17 Preparation Tips ................................................................................................................................ 17 Objective Test Strategies ................................................................................................................... 18 Situational Judgment Test (SJT) Item Strategies ................................................................................. 18 On Testing Day .................................................................................................................................. 18

TEST SPECIFICS ........................................................................................................................................... 19

ASSISTANT COACH SKILLS CERTIFICATION TEST ................................................................................................... 19 Test Portal Update ............................................................................................................................ 19 Job Knowledge Test ........................................................................................................................... 20 Situational Judgment Test (SJT) ......................................................................................................... 20 Test Specification Plan (TSP) for Assistant Coach Skills Certification .................................................... 21 Reference List for Assistant Coach Skills Certification Test .................................................................. 30 Online Prep Test Tool ......................................................................................................................... 32 How Is Certification-Level Performance Established? .......................................................................... 32

COACH SKILLS CERTIFICATION TEST ................................................................................................................. 34 Test Portal Update ............................................................................................................................ 34 Job Knowledge Test ........................................................................................................................... 35 Situational Judgment Test ................................................................................................................. 35 Test Specification Plan for Coach Skills Certification ........................................................................... 36 Reference List for Coach Skills Certification Test ................................................................................. 46 Online Prep Test Tool ......................................................................................................................... 47 How Is Certification-Level Performance Established? .......................................................................... 48

DRO SKILLS CERTIFICATION TEST ................................................................................................................... 50 Situational Judgment Test ................................................................................................................. 50 Job Knowledge Test ........................................................................................................................... 51 Test Specification Plan for DRO Skills Certification .............................................................................. 52 Reference List for DRO Skills Certification Test .................................................................................... 56 Online Prep Test Tool ......................................................................................................................... 57 Just Sufficiently Qualified (JSQ) DRO .................................................................................................. 57

JOURNEY-LEVEL RVSR SKILLS CERTIFICATION TEST ............................................................................................. 59 Test Specification Plan for Journey-Level RVSR Skills Certification ....................................................... 59 Reference List for Journey-Level RVSR Skills Certification Test ............................................................. 62 Online Prep Test Tool ......................................................................................................................... 62 Just Sufficiently Qualified (JSQ) JRVSR ................................................................................................ 63

Skills Certification Candidate Readiness Guide

Table of Contents

ii

PMC VSR AND VCE SKILLS CERTIFICATION TEST................................................................................................ 64 Test Specification Plan for PMC VSR and VCE Skills Certification ......................................................... 64 Reference List for PMC VSR and VCE Skills Certification Test ............................................................... 69 Online Prep Test Tool ......................................................................................................................... 69 Just Sufficiently Qualified (JSQ) PMC VSR and VCE .............................................................................. 69

SR. VSR SKILLS CERTIFICATION TEST ............................................................................................................... 71 Job Knowledge Items ......................................................................................................................... 71 Situational Judgment Items ............................................................................................................... 71 Test Specification Plan for Sr. VSR Skills Certification .......................................................................... 72 Reference List for Sr. VSR Skills Certification Test ................................................................................ 75 Online Prep Test Tool ......................................................................................................................... 76 Just Sufficiently Qualified (JSQ) Sr. VSR............................................................................................... 76

VSR SKILLS CERTIFICATION TEST .................................................................................................................... 78 Test Specification Plan for VSR Skills Certification ............................................................................... 78 Reference List for VSR Skills Certification Test..................................................................................... 81 Online Prep Test Tool ......................................................................................................................... 81 Just Sufficiently Qualified (JSQ) VSR ................................................................................................... 82

APPENDIX A: UNDERSTANDING THE INDIVIDUAL FEEDBACK REPORT .......................................................... 1

APPENDIX B: SITUATIONAL JUDGMENT TEST (SJT) ITEM SCALE ................................................................... 1

APPENDIX C: CERTIFICATION PREPARATION CHECKLISTS ............................................................................. 1

APPENDIX D: GUIDE TO STATEMENT OF THE CASES (SOC); SUPPLEMENTAL STATEMENT OF THE CASE (SSOC); LAWS AND REGULATIONS CITATIONS .............................................................................................. 1

APPENDIX E: BROWSER SETUP INSTRUCTIONS ............................................................................................ 1

APPENDIX F: SECTION 508 COMPLIANCE ..................................................................................................... 1

APPENDIX G: UNDERSTANDING THE TEST SPECIFICATION PLAN (TSP) ......................................................... 1

Skills Certification Readiness Guide version 4.0

Change Record

April 2018 i

Change Record

Date Change

March 2013 Clarified SJT instructions and added example item

June 2013 Added description of new display functionality for items

marked for review

Added item development description

Added additional SJT information

Updated the PMC VSR specification

Updated the Coach specification

August 2013 Modified SJT information

Modified PMC VSR specification

October 2013 Edited wording

Updated FAQs

Updated screen shots

November 2013 Updated the JRVSR specification

December 2013 Updated the VSR specification

February 2014 Added Sr. VSR section

April 2014 Added ADA language P.6

October 2014 Updated the DRO Test Specification Plan; overall edit

for new year, new contract numbers on title page

November 2014 Updated the Sr. VSR Test Specification Plan

December 2014 Removed the STAR discussion from the Test Preparation

Resources section

Updated the PMC VSR Test Specification Plan

Updated the Coach (SVSR) Test Specification Plan

January 2015 Updated text regarding use of dual monitors

Updated content per Compensation Service


Change Record

April 2018 ii

Date Change

March 2015 Updated PMC VSR to PMC VSR and VCE

October 2015 Updated procedures, web links and added CPKM notes

Updated Sr. VSR and Coach Test Specification Plan

December 2015 Verified VBA links

January 2016 Added references to Sr.VSR and Coach

Placed KSA 7-03 back in Coach Test Specification Plan

February 2016 Updated the PMC VSR Test Specification Plan

Updated SJT descriptions for Sr.VSR, DRO and Coach

March 2016 Updated portal login procedures

Updated JRVSR Test Specification Plan

April 2016 Updated list of restricted resources during testing

May 2016 Updated the VSR Test Specification Plan

June 2016 Removed Appendix E: Exam Prep Advice

Added Appendix E: Test Preparation

Updated VSR and Coach Test Specification Plans

July 2016 Added “Just Sufficiently Qualified” (JSQ) definitions

September 2016 Updates to PMC VSR & VCE Test Specification Plan

and JSQ

Update to Sr. VSR Test Specification Plan

Deleted information regarding MCC test questions for

Sr. VSR

Reconstructed TOC

October 2016 Added Appendix F 508 Compliance

Created Appendix hyperlinks

Removed short answer information

Removed blueprint for Test Specification Plan


Change Record

April 2018 iii

Date Change

November 2016 Updated SJT screen shots

January 2017 Added SJT item strategy tips

May 2017 Added KnowVA: https://www.knowva.ebenefits.va.gov

Removed Training letters

August 2017 Added Assistant Coach section

Updated Coach and Assistant Coach tables

Deleted JSQ section from Coach and Assistant Coach

Changed wording in TSP Coach and Asst. Coach

sections

Added Appendix G

Changed Version number to 4.0

Created new section called How Is Certification-Level

Performance Established that includes the PLGs

October 2017 Updated contract number

Updated portal screen shots

Added pre-test demographic question information

January 2018 Updated SJT rating description

Updated TSP

April 2018 Added “Test Portal Update” paragraph to Assistant

Coach section

Updated SJT information in Assistant Coach section to

include links to training videos

Added “Test Portal Update” paragraph to Coach section

Updated SJT information in Coach section to include

links to training videos

https://www.knowva.ebenefits.va.gov/

Skills Certification Readiness Guide 2017

General Test Information

April 2018 1


Introduction to Skills Certification

The Veterans Benefits Administration (VBA) Skills Certification tests were developed to

improve the organizational performance and professionalism of claims personnel. Refer to the

VBA Skills Certification website for the specific policies governing the tests:

http://cptraining.vba.va.gov/C&P_Training/Skills_Cert/Index.htm,

The development of the tests involved: (1) analyzing the jobs in terms of tasks and knowledge,

skills, and abilities (KSAs) required to perform those tasks, (2) developing Test Specification

Plans (TSPs) and test questions, and (3) designing testing procedures.

Purpose of the Skills Certification Readiness Guide

The Readiness Guide will orient you to the Skills Certification test, providing resources such

as websites, training packages, and VBA publications to reference during the test and strategies

for preparation and taking the test.

Overview of the Testing Process

The test is delivered via the Internet. When you arrive at the test site, the Test Administrator

(TA) will have started your computer. You will be required to log in to the computer and launch

the test website (Figure 1) in a browser. Do not log in to the test itself until you are instructed

to do so.

After everyone is seated, the TA will read the opening instructions, informing you when to:

1. Select the System Check link to verify your software supports the portal. If you have

any software that needs attention, notify the TA immediately.

2. Verify your documentation shortcuts open in a new tab or window. If they do not, your

browser must be configured properly by following the steps in the Setup Instructions.

3. Log in using the username, consisting of two letters and five numbers, and password

provided to you.

If you need assistance due to a disability covered under Section 508 of the Rehabilitation Act

of 1973, see Appendix F: Section 508 Compliance for additional guidance and navigation

direction.

When you successfully log in, you will be asked to read and agree to the electronic Test

Candidate Confidentiality Agreement displayed on the screen (Figure 2). Upon selecting

Continue, the Work-related Demographic Questions screen displays (Figure 3). Candidates

must answer these three questions before continuing. You will then see the Welcome screen

with the message “Hello, (Your Name)!” (Figure 4). Below the welcome banner, your name

will display as it will appear on the test certificate. If you need to edit the name that will display

on the certificate, make your changes in the text field on the screen. Note that changing your

certificate name will not correct it for post-test letters and reports.

http://cptraining.vba.va.gov/C&P_Training/Skills_Cert/Index.htm



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Figure 1: Login Screen



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Figure 2: Confidentiality Agreement Screen

Figure 3: Work-related Demographic Questions Screen



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Figure 4: Welcome Screen

Once the test is started, the TA will instruct you to click the Continue button to begin Session

1 (Figure 4).

The timer, located at the top right of each Question screen (Figure 5), keeps you informed of

the estimated time elapsed so you can monitor your progress.

Figure 5: Question Screen



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Hide or show the timer using the Elapsed Time link at the top of the screen.

Navigate among questions using either of two methods:

Click on each individual number along the top of the screen.

Use Previous and Next buttons located at the bottom of each question.

All unanswered questions at the top of the screen will remain in bold, blue type. The number

of the question you are currently answering will appear in red with brackets surrounding it. All

questions you have answered will turn black, not bold. Questions marked for review will be

underlined.

The yellow banner above each question provides instructions for answering the question type

(Multiple Choice or Situational Judgment Test).

Mark any question(s) you would like to review by selecting the box below the question.

Enter comments about a test question in the Comment field located below the Previous and

Next buttons. The opportunity to leave comments about the overall testing experience is

provided at the end of the test on the Background tab, where you are directed after completing

Session 2. All comments are confidential and have no bearing on your test score.

When you go to the Review screen after the last question (Figure 6), any questions that have

not been answered and the questions you marked for review will be listed.

Figure 6: Review Page

When all questions are answered, the Review screen indicates completion of all questions in

the session (Figure 7). All question numbers at the top of the screen will be colored black,

indicating all questions are answered and recorded in the test database. Select the Complete

Session 1 button to submit this section of the test.



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Figure 7: Review Screen Showing All Questions Answered

You will not be able to return to Session 1 once it has been completed. Be sure to take

advantage of any time left in the session to review flagged items, review all answers, and check

references for as many items as possible.

Once Session 1 is complete, a break is provided. When you return for Session 2, you will log

in the same way, the TA will start the test, and you will begin the second session.

When you click the Complete Session 2 button on the Review screen, you will be taken to the

Background tab, which features several demographic questions. These questions are used to

improve test development and administration. These questions will not affect your score in any

way. On this screen you can comment about your overall testing experience. After submitting

the background questions and exiting the test, you are free to leave the testing room.

Test Item Formats

Skills Certification tests include two types of test items:

Multiple choice

Situational judgment test (SJT) items for Sr. VSR, DRO, Assistant Coach, and Coach

tests only

Multiple choice items are worth 1 point each. SJT items vary in value based on the number of

responses being rated. Additionally, the tests may include longer questions that include a job-

related situation. Some questions also include links to PDF files (e.g., normal documents found

in a claims folder) that should be open and reviewed in order to answer the question effectively.

Note: Once you are finished with a PDF file(s) for a question, close it to ensure you reference

only any relevant file(s) for test items.

Test Conditions

You must adhere to the following testing rules and procedures:

The test is open book, although you will not have access to shared drives. You will be

allowed to work with IRM staff to set up the computer you will use at the test site 1 or



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2 days prior to the exam, in order to access references and job aids you use regularly.

Make sure all your needed references or tools are available on the desktop or via the

intranet.

The TA or other Regional Office (RO) officials will inform candidates of the start time

for the test. Arrive at the test site at least 15 minutes before start time to register. A

photo ID is required to sign in at the testing site.

Bring all necessary references with you. You will not be allowed to return to your desk

or office during the test.

For test security purposes, you will not be allowed to write on your own books and

reference materials during the exam. If this rule is violated, your references will be

confiscated and you will be expelled from the test site.

You will not be allowed to access email or Lync during the test.

You will not be allowed to discuss the test content either during or after the test.

Discussing the test in person or electronically is not allowed, and should not occur.

Dual monitors are required during testing.

Electronic devices, such as cell phones, iPods, iPads, tablets, and smartwatches may

not be brought to the test site.

You may take a personal break during the test; however, extra testing time will not be

allotted.

If your computer malfunctions during the test, notify the TA immediately to stop your

test, so testing time is not lost. You will be allowed the time remaining on your test

when the problem is resolved.

Frequently Asked Questions (FAQs)

The following are some frequently asked questions regarding the Skills Certification test:

How are test items developed?

Skills Certification tests are derived from a job task analysis (JTA), which is a study of the

tasks and KSAs required to perform the job. JTAs are conducted for each position using subject

matter experts (SMEs) in the field across VBA. The data from this analysis is translated into

the Test Specification Plan or what is covered on the test. Test Specification Plans are

published in this Readiness Guide and on the Skills Certification website. VBA SMEs with

experience in the job develop test items, based on areas identified in the Test Specification

Plan. Items undergo multiple rounds of review to ensure they are related to the job and meet

test item development standards. Additionally, VBA Central Office (CO) reviews every item

just before it appears on a Skills Certification test to validate item content and to ensure

associated references are current, accurate, and relevant.



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I understand this is an open book test. What can I bring with me?

Bring any helpful reference materials (see the Table of Contents for the pages relevant to your

test); a battery-operated, non-programmable calculator; and handwritten or typed notes. You

will not be allowed to write on any materials you bring into the test facility. If the TA observes

a candidate writing on personal materials, those materials will be confiscated. You will not be

allowed to bring scratch paper of your own or electronic devices (e.g., BlackBerry, smartphone

or other cell phone, iPod, iPad, tablet) The TA will provide scratch paper. Electronic devices

brought to the test site must be left with the TA.

Can I access any online references during the test?

Candidates may not access the following resources during the test:

Email

Microsoft Lync

Network shared drives

VBMS-R

ASPEN

Accessing any of these poses a severe security risk. Candidates should have all necessary

references and tools available on their desktop or via the intranet. You may bring hard copy

references or handwritten notes. Reference tools such as the Combinator and visual/hearing

calculators are available through the Compensation Service homepage, which is accessible

during the test. Testing participants may access VBMS.

Who will administer the test?

A Human Resources representative from your office usually serves as Test Administrator (TA)

or test proctor.

What if my disability might make it harder for me to take the test?

Reasonable accommodations for taking the test are provided in accordance with the Americans

with Disabilities Act (ADA). When a disability or need for reasonable accommodation is not

obvious or not already known to VA (on file with the RO), the Agency may request the

employee submit appropriate medical documentation about the disability and limitations that

would affect the candidate in the testing environment.

In order to comply with VA Handbook 5975.1, Processing Requests For Reasonable

Accommodation from Employees and Applicants With Disabilities, a test candidate should

make the request in writing at the time the application is submitted, and must include all

appropriate medical documentation supporting the accommodation. Regional Offices will



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process accommodation requests as expeditiously as possible. Requests should describe the

preferred accommodation (e.g., large-print test booklet, additional time, a separate testing area)

and the reason it is needed. If the request expands on an existing accommodation (e.g.,

currently use a separate testing area but now request additional time), additional documentation

may be needed. If medical documentation cannot be obtained in time for the test, the request

may not be approved.

Employees who have unsuccessfully completed Skills Certification within a fiscal year and

have an approved accommodation on file are not required to provide new medical

documentation unless they are requesting a different accommodation. However, employees

required to undergo recertification (every 2 years) must provide updated medical

documentation to support accommodations.

I use two monitors for my regular work. Will I be able to do so for the test?

Yes. Dual monitors are required in the testing environment at all stations.

Can I flag items on the test so I can come back and review or answer them later?

Yes, you can flag any question in the current session by selecting (placing a checkmark in) the

box below the question. Questions marked for review will be underlined in the list of numbers

at the top of the screen. The test has a review screen at the end that includes links to any items

that were flagged for review and any that were not answered.

My answers disappeared for several questions that I already answered. Do I have to

answer them again?

Your answers are recorded each time you answer a question. If it appears you are missing

answers while taking the test, make sure you have only one tab or window open accessing the

Test Portal. Close any extra tabs or windows.

How is the test scored?

The test score is based on the total number of items answered correctly on the exam. The

specific requirements for each test are described in the relevant section of this document (see

Table of Contents).

How will I be notified of my test results?

VBA will distribute results to your office approximately 1 month after test administration.

How will my results look?

All candidates will receive a letter stating whether or not they passed. In addition, candidates

will receive a feedback report that shows their overall test performance (pass or fail) and



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identifies areas needing improvement. The report includes knowledge areas covered by the

test, how much of the overall test is represented by each knowledge area, and graphs indicating

the candidate’s relative performance. The report also provides a list of references and related

training to review for missed items. See Appendix A: Understanding the Individual Feedback

Report for additional information.

What if I do not pass the test?

If your test results do not meet the criteria for certification, you will be given the opportunity

to receive additional training and to retake the test at a later date. More information about the

governing rules for each test is available in OFO Letters and other documents available on the

Skills Certification website at:

http://cptraining.vba.va.gov/C&P_Training/Skills_Cert/Index.htm.

Test Preparation

Preparing the Testing Environment

The following are some suggestions regarding the preparation of the testing environment:

Setting Up Your Desktop

Prior to test day, coordinate with your station’s TA to schedule time to gain access to the PC

you will be using for testing in order to personalize the desktop. As you prepare for testing,

identify resources you use most often. Consider creating shortcuts for resources such as

Compensation Service Knowledge Management (CPKM), KnowVA, Compensation Service

Homepage (which includes the Publications page), and other web-based resources. KnowVA

is an alternate resource to CPKM. The information in Appendix E: Browser Set Up Instructions

will assist you with browser configuration.

You will not have access to the network drive during the test, so there is no need to copy the

shortcuts from your workstation to the network drive. IRM staff can assist you in creating

shortcuts on your test PC.

Create Shortcuts

To create shortcuts for applications:

1. Minimize all programs.

2. From your PC desktop, using your mouse, right-click the Start button.

3. Select Explore.

4. Double-click “VBAPPS” on the right side of the screen.

5. Right-click the program for which you want to set a shortcut and select Copy.

6. Right-click on an empty space on desktop and select Paste.




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To create a shortcut for websites:

1. Minimize all programs.

2. From your PC desktop, using your mouse, right-click and point to New and then

Shortcut.

3. On the screen that pops up, for Command Line enter the URL (e.g., for Compensation

Service Publications Page: http://vbaw.vba.va.gov/bl/21/publicat/pub_home.htm)

4. Click Next.

5. Give the icon a name, such as “Publications Page.”

6. Click Finish.

Friendly Reminders . . .

You will not have access to your email during the test. Ensure reference materials

saved in a personal email folder are available to you in another format.

You will not be allowed to access Microsoft Lync or shared drives.

Test Preparation Resources

Compensation Service provides a wide variety of resources to prepare for the exam and to use

in working cases every day including:

Compensation Service homepage

Compensation Service electronic references

Training resources/job aids

Skills Certification website

Compensation Service Homepage

Setting up a shortcut to the Compensation Service homepage gives you quick access to many

resources and tools. Answers can be found quickly and accurately during the test and in the

course of your daily work by accessing the website at http://vbaw.vba.va.gov/bl/21.

Frequently Asked Questions (FAQs)

FAQs are a way of sharing questions ROs send to CO. Its purpose is to offer policy and

procedural guidance to the field. Questions cover a wide range of topics and are arranged in

http://vbaw.vba.va.gov/bl/21/publicat/pub_home.htm

http://vbaw.vba.va.gov/bl/21



April 2018 12

alphabetical order. To access FAQs, use the Index to Individual Pages in the middle of the

page, or click on the Topic Index link from the left menu.

For example, to find a question concerning the topic of hearing loss, click on the H button

under the Index to Individual Pages, and scroll down in the alphabetical list to view questions

relating to hearing loss. Once one is found, click the link on the topic to access the specific

question and answer provided by CO. Note: FAQs may be clarified or modified as laws change.

Procedures

This page contains all current Duty to Assist/Veterans Claims Assistance Act “What the

Evidence Must Show” attachments, as well as other procedural items of interest.

Search

This page allows you to search the entire Compensation Service website for needed references.

Begin by selecting the specific reference tool needed (for example, M21-1, Part 4). When only

this reference is selected, the search engine searches this specific reference and no others.

When the search yields documents:

Click the page title to see the complete page with all formatting intact.

OR click on:

o Summary: Short excerpts immediately before and after each hit within the

document are displayed by highlighting.

o Full: Navigate between highlighted hits in the document using “<<” and “>>”

tags around a hit. Clicking “<<” takes you to the previous hit, clicking “>>”

takes you to the next hit.

An advanced search allows searching “the exact phrase,” “all of the words,” “at least one of

the words,” and “without the words.” More specific searches are allowed using all of the

references on the Compensation Service site at the same time or by searching a more specific

reference as mentioned above.

Calendar

This page shows Compensation Service monthly activities, job announcements and

opening/closing dates, and manual change releases. There will also be a note for the cutoff

dates for retired pay cases to be authorized.

Publications This page contains links to Compensation Service publications used daily, such as:

Publications, including the United States Code (U.S.C.), Public Laws (PL), the Code of Federal

Regulations (CFR), M21-1 in entirety, Letters, and court-related items. A link for Current Rate

Tables, ZIP code finder, medical job aids, the Federal Benefits for Veterans and Dependents



April 2018 13

pamphlet, and CPKM are available. Additional information is available under Miscellaneous

- Goodies and Research Tools.

Rating Job Aids

This page contains references for RVSRs and VSRs, including links to disability exam

worksheets, to help determine if an exam is adequate when reviewing a case. A link to the

rating schedule is provided to look up disability percentages or diagnostic codes. A medical

dictionary link is available to help explain medical issues claimed by Veterans.

Tools such as the Combinator and tools for calculating levels of visual acuity, visual field, and

hearing loss are available in the Rating Job Aids link or Quick References are available from

the Compensation Service website. This site also includes links to Medical EPSS, Clinician’s

Guide and VA, medical, and military sites.

Training Website

This page is helpful to prepare for certification, while taking the test, and for completing daily

work. Many quick resources to help get the job done include:

Medical EPSS

Rating calculator, which includes the Combinator

Public Contact Job Aid

VSR, RVSR Training Curricula

VSR, RVSR Assistant and other EPSSs and job aids

VSR, RVSR TPSS

Other Pages

Fiduciary contains references and job aids for the fiduciary section of the Veteran Service

Center (VSC).

Site Visits documents include results of Compensation Service visits to field stations and

posts and Best Practices found at these stations.

Applications contain user guides to most of the computer support systems and background

materials.

Program Operations is used by division managers to assess each division’s performance

against established measures.

Outreach contains topics of special interest including Homeless Veterans, Women Veterans,

and Casualty Assistance, and a list of Outreach Coordinators at each station.



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Directories contain biographical information about the people in Compensation Service,

including where they fit into the organization and projects/areas of expertise.

Court Related Info contains information on the Judicial/Advisory Staff within

Compensation Service, including a link to Court of Appeals for Veterans Claims (CAVC)

and Decision Assessment Document (DAD) cases as well as an index to General Counsel

Opinions and DADs.

Friendly Reminders . . .

Routinely check the Calendar page for changes and events that affect you.

There are links at the bottom of the Compensation Service homepage to the Compensation

Service Internet, the VA and VBA Internets and Intranets.



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Compensation Service Electronic References

This section explains how to find and use electronic references and includes three ways to

access them.

Compensation Service Publications Page

Figure 8: Compensation Service Publications Page

The Publications page of the Compensation Service website (Figure 8) can be accessed at:

http://vbaw.vba.va.gov/bl/21/publicat/ or via the Compensation Service Homepage. Reference

materials on the Publications page are organized by categories:

U.S.C. & Public Laws

Regulations

Manuals

Letters

Guides

Court Related

Forms

Miscellaneous

http://vbaw.vba.va.gov/bl/21/publicat/



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Online VA references, including CPKM, are updated daily, making them the most up-to-date

versions available.

The benefits of using online versus paper versions of references include easier and faster

navigation, and as laws are changed, electronic versions are updated quickly.

Training Resources/Job Aids

The following tools can be used to better understand the benefits programs administered by

VBA. These aids help in making informed decisions on cases worked every day, and are

beneficial in preparation for the Skills Certification test.

Compensation Service Training Website

Located at http://cptraining.vba.va.gov/C&P_Training/, the Compensation Service Training

website catalogs and maintains links to training curricula on pre- and post-determination,

rating, IPC, Appeals, MSC/IDES, Fiduciary & FE, and Quality Client Services topics. Many

training materials are available from the VBA Learning Catalog at https://vba-

tpi.vbatraining.org/lc. Curricula include lesson plans, handouts, review exercises, and

PowerPoint presentations for review or refresher purposes.

TPSS

Accessed via TMS at https://www.tms.va.gov/learning/user/login.jsp, the Training and

Performance Support System (TPSS) is an interactive learning tool designed to familiarize

VSRs/RVSRs with compensation and pension processes and principles. TPSS modules contain

pre and post tests. If access is denied, contact your TPSS Coordinator.

VSR Assistant

Located at http://epss.vba.va.gov/vsr%5Fassistant/, the VSR Assistant is an online job

reference and information tool designed to guide users through completion of claims

processing tasks. The VSR Assistant guides users through tasks and provides appropriate

manual and CFR citations. The user can work through a live case while navigating EPSS.

Topics include ChampVA, COD Determinations, Dependency Job Aids, Due Process, Private

Medical Records (PMR), DEA (Chapter 35), Helpless Child, Hospital Adjustments, Effective

Dates, Incompetency, Medical EPSS, Income/Net Worth Determination, PTSD, and IVM.

Skills Certification Website

The Skills Certification website provides detailed information on each Skills Certification test

and is designed to orient candidates to the test administration process. Each Skills Certification

test has a webpage that lists information to include dates of the next test administration, Points

of Contact, the Test Specification Plan for each test, and a prep test. The site is accessed at


http://cptraining.vba.va.gov/C&P_Training/

https://vba-tpi.vbatraining.org/lc

https://vba-tpi.vbatraining.org/lc

https://www.tms.va.gov/learning/user/login.jsp

http://epss.vba.va.gov/vsr_assistant/




April 2018 17

Test Taking Strategies

Although strategies for completing a test successfully can be helpful, they are not a substitute

for knowledge of the subject matter. Below is useful information to maximize your time while

completing the Skills Certification test.

Test Anxiety

While a certain degree of anxiety is normal and can aid alertness, too much anxiety can

negatively affect performance. These strategies can assist in reducing test anxiety:

Think of the test as an opportunity to exhibit your knowledge.

Review materials that pertain to test topics.

Relax, breathe deeply, and stay focused on the test.

Do not overemphasize the importance of the test.

Get adequate rest, especially the night before the test.

During preparation and beyond, use exercise, meditation, self-talk, and/or other

relaxation techniques to relieve test-related anxiety.

Preparation Tips

The following are some preparation tips regarding the Skills Certification Test:

It is never too early to start preparing. See Appendix C: Certification Preparation

Checklists for preparation guidance. If you anticipate taking the test soon, consider

compiling notes and organizing reference binders of useful information (i.e., eligibility

requirements, dependency, effective dates). This helps to refresh your memory on

topics, and increases your efficiency in responding to questions.

Plan test review as part of your regular daily/weekly schedule; this will make it more

effective and manageable.

Review in several short periods, rather than one long period for better retention and

less fatigue.

Turn main points of each topic or heading into questions and check to see if the answers

come to you quickly and correctly.

Flashcards are a helpful way to review terms and eligibility requirements. Review the

cards in random order using only those items you have difficulty remembering, such as

specific manual references.

Become familiar with the Compensation Service homepage and links to resources. This

will reduce time searching for references during the test.



April 2018 18

Objective Test Strategies The following are some testing strategies:

After reading each question, if you are unsure of the answer, flag it and return to it later.

Answering questions first that you readily know will decrease test anxiety is an efficient

use of time.

Reread all questions containing negative words such as not or least.

Situational Judgment Test (SJT) Item Strategies For Assistant Coach, Coach, DRO, and Sr. VSR candidates:

Think rating instead of ranking. Do not rank each response according to the others.

Rate the effectiveness of each response independently. Some responses may be

effective while others may be ineffective.

Do not be influenced by thoughts of, “but I would never do that” or “I just don’t see

what I would do in this situation.” You are rating the effectiveness of each response as

if it was what happened, not as a choice of “what would I do?” Try thinking of each

situation as if you are observing another Coach and this response is what that Coach

did. Rate the effectiveness of that response. Even though the response might not match

how you would have handled the same situation, this was the response that was taken.

Remember, it is not a choice between responses, but a rating of different responses as

if they actually occurred.

On Testing Day Review the following tips and suggestions regarding testing day:

Arrive early. This will help you be more alert and calm.

It’s perfectly normal to have temporary lapses in memory, so don’t panic. If you have

trouble answering a question, flag it and return to it later.

Make sure you fully understand the test directions before attempting to solve a problem

or answer a question.

Read each question carefully and completely before choosing an answer. Reread the

question many times if needed.

Do not leave questions blank; make an educated guess instead (dismiss unlikely

answers to increase your chance of guessing correctly). Your grade is based on the

number of correct items.

Do not be disturbed when other candidates finish before you. Take your time and work

at your own pace. If you have time left, check your answers to eliminate errors.

Skills Certification Readiness Guide

Assistant Coach Test Specifics

April 2018 19

Test Specifics

Assistant Coach Skills Certification Test

An Assistant Coach must meet certain criteria to be eligible to sit for the Skills Certification

test. If you are not certain about your eligibility, talk with your supervisor.

The Assistant Coach Skills Certification test consists of Job Knowledge and Situational

Judgment Test (SJT) sections.

The scored portion of the Assistant Coach test includes approximately 100 items. The test also

includes additional items that are pilot tested for use on future tests and do not count toward

your score on the test. It is important that you treat all questions equally, as pilot items will not

be identified.

Test Portal Update

The Test Portal for the Assistant Coach test has been updated to organize test items by major

content sections (see Figure 9). The major content sections are presented as selectable tabs,

which are located above the list of item numbers. Tabs and item numbers will highlight to

show the current content section. The current content section highlighted will change as you

advance through the test items. You may select a tab to view a specific content section if you

would like to answer items in a particular section first.

Figure 9: Test Portal Update with Major Sections



April 2018 20

Job Knowledge Test

The Job Knowledge Test portion is worth 60% of the total score. You will have 3.5 hours to

complete the job knowledge portion of the test.

Situational Judgment Test (SJT)

SJT items, written by VBA SMEs with experience in the position being tested, present a job-

related situation and a list of responses that an individual might take.

During the test you will be asked to rate the effectiveness of each response using the drop-

down menu. You will use a 7-point scale, with 1 being very ineffective and 7 being very

effective. See Appendix B: Situational Judgment Test (SJT) Item Scale for more information.

Think rating instead of ranking. Do not rank each response according to the others. Rate the

effectiveness of each response independently. Some responses may be effective while others

may be ineffective. Further instructions and an example item can be accessed by clicking the

SJT instructions link found on the Welcome screen of the Test Portal, as well as above each

SJT item.

For more information, see the three short SJT training videos available on the Assistant Coach

& Coach section of the Skills Certification website.

You will have 1.5 hours to complete the SJT portion of the test.

TIP: When reading each SJT item, think rating instead of ranking and rate each response

independently from the others. Refer to Situational Judgment (SJT) Item Strategies for more

information.



April 2018 21

Figure 10: SJT Item

The ratings for the SJT responses, like all test items, are developed by a group of VBA SMEs.

There is a “VBA way” of interaction between employees and VBA stakeholders, although this

may be influenced by personal styles of communication. To reflect this, test takers are given

partial credit if their responses are close to the best rating for a given action. Suppose, for

example, the second response shown (Figure 10) has a keyed effectiveness rating (the best

rating) from the SMEs of a 6. This test taker rated that response a 7. The test taker will receive

a fraction of a point for being close to the keyed effectiveness rating. The test taker would

receive full credit if he or she had rated the response a 6.

Test Specification Plan (TSP) for Assistant Coach Skills Certification

The TSP details the dimensions, knowledge, skills and abilities (KSAs) category, and facets

of content areas the test covers. A dimension is a broad job-related competency, such as

Leadership, Workload Management, or Claims Development. Each dimension is broken

down further into individual KSA categories. Each KSA category is then further refined into

knowledge facets, which are specific, detailed, and non-overlapping aspects of a broader

knowledge domain. Performance Level Goals (PLGs) are the levels of competency needed

for each KSA, predetermined by the VBA Test Development Committee (TDC).



April 2018 22

The three columns on the right indicate whether a specific team will be tested on the listed

facet. A “” indicates it will be covered on the test, and an “X” indicates it will not be

covered on the test. See Appendix G: Understanding the Test Specification Plan for more

information.

1. Workload Management

This KSA category comprises 22% of the test.

1-1 Knowledge of factors that impact timeliness Appeals Public

Contact

Service

Center

Claim attributes

Staffing

Training

Second signature review

Case complexity

Deferrals

Performance Level Goal

Possess a moderate understanding of IQRs and how they impact the performance rating of individual

employees.

Hold a limited ability to identify error trends and recommend targeted training, using individual

employee deferral data, and IPR/IQR results.

May need to seek guidance in recommending how to improve individual team member quality.

1-2 Knowledge of the National Work Queue functionality Appeals Public

Contact

Service

Center

Time in queue (RO/team/user)

National claim distribution and WIT

Work distribution and local routing rules

Recall status

Special missions


Hold a moderate understanding of the relationship between time in queue, work load distribution, local

routing rules, and recall status and how these concepts relate to claim distribution from the National

Work Queue to Regional Offices.

Seek assistance troubleshooting exceptions that occur with NWQ functionality.

Able to assign work as needed, but occasionally need assistance.

1-3 Ability to apply workload planning and management techniques,

using progress indicators and factors that impact them Appeals

Public

Contact

Service

Center

Inventory levels and date of claim X

Monitoring days in queue X

Employee availability X



April 2018 23

Transaction credit reports X

Claim status and suspense dates X

Work distribution X

Impact of special issue indicators and routing rules X

Performance Level Goal (for Public Contact and Service Center)

React to factors related to workload planning, making short term changes when needed.

Hold the ability to analyze progress indicators and identify and address routine barriers to meeting

goals.

Routinely seek out guidance in the planning and management of day to day workload.

1-4 Ability to apply appeals workload planning and management

techniques, using progress indicators and factors that impact them Appeals

Public

Contact

Service

Center

Employee availability X X

Special Issues (priority processing) X X

BVA work load and timeliness X X

Travel Board hearings X X

DRO hearings X X

AMO directives and priorities X X

Performance Level Goal (for Appeals)

React to factors related to workload planning, making short term changes when needed.

Aware of AMO directives and BVA/Court decisions as they impact appellate inventory.

Possess the ability to analyze progress indicators and identify and address routine barriers to meeting

goals.

May seek guidance in the planning and management of day to day workload.

1-5 Knowledge of quality management resources, techniques, and

procedures to improve individual team member quality Appeals

Public

Contact

Service

Center

IQRs

QRT

STAR reports and procedures

Deferrals X

Trend analysis, IPRs, targeted training


Possess a moderate understanding of IQRs and how they impact the performance rating of individual

employees.

Hold a limited ability to identify error trends and recommend targeted training, using individual

employee deferral data, and IPR/IQR results.

May need to seek guidance in recommending how to improve individual team member quality.

2. Personnel/Labor Management



April 2018 24


2-1 Knowledge of procedures related to employee leave Appeals

Public

Contact

Service

Center

Annual and sick leave

Other types of leave (FMLA, LWOP, AWOL, advance, military, court, Disabled Veteran)

Leave restrictions


Hold a limited understanding of eligibility for leave, VA Handbook 5011, the master agreement, and

local policies with regard to annual and sick leave.

Do not handle leave restrictions.

Need close supervision for other types of leave scenarios.

2-2 Knowledge of disciplinary action Appeals Public

Contact

Service

Center

Procedures (Douglas Factors, table of penalties, fact finding)

Progressive levels of discipline

Initiation/proposals

Implementation X X X

Union involvement


Need active and on-going assistance with simple and routine conduct issues, but will not be able to

handle complex and unique conduct issues.

May have trouble distinguishing between conduct and performance issues.

Need assistance distinguishing between the need for counseling versus disciplinary action, in

accordance with VA Handbook 5021 (Table of Penalties).

Need direction in preparing the documentation, notification, or higher-level referral, involving the

appropriate parties along the way.

2-3 Knowledge of Labor/Management Relations Appeals Public

Contact

Service

Center

Roles and responsibilities

Official time

Mediations

Master agreement


Possess limited and very basic knowledge of the roles of the union.

In very simple circumstances, understand when to involve the union, but will need guidance for most

circumstances.

Hold a basic understanding of frequently-used and basic concepts in the master agreement (e.g., leave,

disciplinary action, counseling), but cannot apply them without assistance/guidance.



April 2018 25

2-4 Knowledge of performance appraisals and national performance

standards

Appeals Public

Contact

Service

Center

Performance appraisals (summaries, mid-year, rating of record)

National performance standards


Implement the performance appraisal process in a timely manner, with direct supervision.

Need guidance in understanding how changes to national performance standards may affect the

performance appraisal process.

Possess limited knowledge of the national performance standards.

2-5 Knowledge of the policies and procedures for managing telework

employees Appeals

Public

Contact

Service

Center

Documentation requirements

Telework agreement

Performance and termination


Initiate the telework process (e.g., agreement, IT requirements, training) under direct supervision.

Need direct supervision in monitoring and modifying an existing telework agreement to meet the needs

of the organization; or terminating the telework agreement for performance or conduct issues.

3. Development


3-1 Knowledge of criteria for service connection Appeals Public

Contact

Service

Center

Direct

Presumptive

Secondary

Aggravation


Understand the basic concepts of direct and secondary service connection and consistently identify

these types correctly.

May seek guidance with presumptive and aggravation.

3-2 Ability to recognize and identify types of claims Appeals Public

Contact

Service

Center

Original

Increase

Appeals

FDC

Reopened

Reconsiderations



April 2018 26

Dual


Recognize and correctly categorize most types of claims.

Rarely seek guidance to determine the appropriate type of claim in more complex situations.

3-3 Ability to classify the type of claim as an informal or formal claim, or an

intent to file Appeals

Public

Contact

Service

Center

Informal

Formal

Intent to file


Correctly classifies formal, informal, and intent to file most of the time and are aware of frequently

used application forms but may not know the date of the law change.

Are somewhat familiar with intent to file procedures.

3-4 Knowledge of VSC claims process Appeals Public

Contact

Service

Center

Status

Eligibility

Evidence requirements

Evaluation

Claims processing

End products and claim labels


Possess an understanding of the concepts, rules, and regulations guiding the VSC claims process. Hold

basic knowledge of most end products and claim labels.

May occasionally require assistance with more complex or rare situations.

Rarely seek guidance regarding the appropriate routing of claims to achieve timeliness goals.

3-5 Knowledge of the appeals process Appeals Public

Contact

Service

Center

Status

Regulations

Timely filing

Stages (NOD, Remand, Form 9)

Travel Board hearings

DRO hearings and informal conferences




April 2018 27

Possess a general understanding of the concept of appeals.

Rarely seek guidance regarding the appropriate routing of appeals.

Performance Level Goal (for Public Contact and Service Center

Possess a limited knowledge and understanding of the appeals process.

Occasionally require guidance regarding the appropriate routing of appeals.

4. Leadership


4-1 Ability to prioritize both individual and team tasks and manage

workload Appeals

Public

Contact

Service

Center

National, station, and team goals

Competing priorities

Staffing

Policy, procedural, and process changes

Combined workload

System latency and outages


Strives to discern the importance of information and generally responds appropriately.

Provides minimal assistance to subordinates through policy, procedure, and process changes.

With guidance, prioritizes tasks and uses individual and team resources to maximize the ability to meet

national and team goals.

Identifies potential barriers to success and may seek guidance to develop contingency strategies.

4-2 Ability to treat employees fairly and with respect Appeals Public

Contact

Service

Center

Consistency in disciplinary actions

Rewards

Assigning special projects


May be inconsistent in taking disciplinary action, assigning special projects, or distributing awards

fairly.

Uses professional and respectful language with few exceptions.

Generally interacts positively and respectfully with employees, may need additional assistance with

complex issues.

Responds to delicate situations only after considering all related evidence and information, but may

omit some pertinent details.

4-3 Knowledge of principles and techniques for delegation Appeals Public

Contact

Service

Center



April 2018 28

Daily tasks

Leave

Across teams

Within teams


Familiar with delegation process, may have difficulty knowing which tasks to delegate and to whom.

Occasionally takes on too many tasks but usually completes tasks in a timely manner.

Able to provide limited support to other teams when requested.

4-4 Ability to convey positive leadership traits through personal example

(e.g., ICARE values, honesty, knowledge, work ethic, decision making) Appeals

Public

Contact

Service

Center

Attendance

Undiscovered claims

Accountability

Organizational values


Familiar with ICARE values and usually demonstrates them.

Considers the potential effects of challenging issues on team or station, but may need assistance in

determining appropriate resolution.

Demonstrates honesty and work ethic in professional decision making and generally considers the

impact of their actions.

4-5 Knowledge of motivational techniques Appeals Public

Contact

Service

Center

Telework employees

New and/or challenging goals and performance standards

Performance recognition and rewards

Overtime

Reassignment

Team-building


Consistently uses existing methods of motivation, while actively seeking opportunities to include

telework employees.

Uses written and verbal communication with team members, but may need assistance with

motivational component.

Utilizes some techniques for performance recognition and rewards.

Occasionally tailors motivational techniques to teleworkers.

Generally approaches new and/or challenging goals positively, but occasionally needs support from a

mentor.



April 2018 29

4-6 Ability to provide and receive feedback in the appropriate time and

manner (e.g., informal and formal; to employees, to management, to other

stakeholders)

Appeals Public

Contact

Service

Center

Monthly reviews and performance appraisals

Implementation of new procedures and policies

Status updates on team performance and special projects

Inquiries (e.g., VSO, claims agents, Congressional, White House, attorney)


Communicates feedback and accurately completes tasks in a timely manner with minimal assistance.

Usually competent in providing negative feedback and is usually receptive to receiving feedback.

Generally provides feedback in an appropriate forum, but may need guidance.

5. Interpersonal Skills


5-1 Ability to manage conflict Appeals Public

Contact

Service

Center

Quality and deferral disagreements

Union

Manual interpretation

Employee to employee conflicts

Supervisor to employee conflict

Supervisor to supervisor conflict

External stakeholders


Understand how to manage conflict across a wide range of frequent situations, from simple to

complex.

Rarely need additional guidance.

5-2 Ability to relate to others from diverse backgrounds Appeals Public

Contact

Service

Center

Resistance to change

Cultural and Individual diversity (e.g., ethnic, religious, LGBTQ)

Motivation


Understand the essential concepts, as well as some nuances, that relate to demographic (e.g., race,

ethnicity, gender, age, sexual orientation, gender identity, veteran status) and psychographic (e.g.,

attitudes, opinions, experiences, aspirations, values) diversity.

Generally understand the importance of promoting and leveraging diversity for the benefit of the team.

5-3 Ability to work as part of a team (e.g., individual team, management

team, NWQ/AMO, special projects) Appeals

Public

Contact

Service

Center

Special projects



April 2018 30

Performance goals and metrics

Soliciting for improvements

Collaborating across teams

Collaborating as a virtual team


Recognize all team members' perspectives and talents.

Demonstrate the behaviors they want their team members to exhibit.

Collaborate with other teams.

Aware of impact of their collective decisions and actions on other teams.

Regularly take initiative to actively participate with peers when appropriate.

5-4 Ability to tactfully and clearly communicate (e.g., positive or negative

information) Appeals

Public

Contact

Service

Center

Huddles and team meetings

Mandatory overtime

Communicating barriers to meeting deadlines

Managing expectations


Clearly communicate in a timely manner and tactfully tailor the message based on the audience.

6. Self-Management


6-1 Ability to plan and prioritize one’s own tasks and time amid competing

and changing priorities Appeals

Public

Contact

Service

Center

Adaptability to changing priorities

Assess urgency and priority of tasks

Identify professional development needs and opportunities


Plan their tasks and anticipate some barriers and interruptions.

Adapt to simple or routine changes in circumstance or direction from the organization.

Can distinguish between low and high urgency and priority of tasks.

Can manage time and competing priorities successfully, but these skills are still developing.

Can identify their own technical development needs but require guidance in identifying their

professional development needs.

*Note: Not all KSAs and categories are numbered consecutively.

Reference List for Assistant Coach Skills Certification Test



April 2018 31

Online reference resources that you would typically use in performing your job (e.g., CPKM,

the Compensation Service homepage, local links or databases) will be available on each

computer during the test. You are responsible for bringing any other reference materials to the

test. The following materials were used in developing the test and are recommended for study

and for reference during the test:

38 CFR Parts 3, 4

Compensation Service STAR Homepage

o http://vbaw.vba.va.gov/bl/21/star/star_home.htm

CPKM

Introduction to Workload Management

o http://vbaw.vba.va.gov/bl/20/201/Session.htm

KnowVA

o https://www.knowva.ebenefits.va.gov

M21-1

M21-3

M21-4

M&PA Reference Guide (PA&I)

o https://vaww.portal2.va.gov/sites/pai/PA/CATS/SitePages/Home.aspx

Master Agreement (links provided below)

VA Directives and Handbooks

o http://vaww.va.gov/OHRM/HRLibrary/Dir-Policy.htm

VA Pamphlets

VBA Supervisor’s Guide to HRM

o http://epss.vba.va.gov/HRM_Job_Aid/default.html

VBA Human Resources Handbook

VBA Intranet

VBA Mission Statement

VBA Organizational Chart

o http://vbaw.vba.va.gov/usb/index.htm

VETSNET Operation Reports Desk Reference Guide

VETSNET VOR Reference Guide

VOR Reports (on PA&I website)

http://vbaw.vba.va.gov/bl/21/star/star_home.htm


http://vbaw.vba.va.gov/bl/20/201/Session.htm



https://vaww.portal2.va.gov/sites/pai/PA/CATS/SitePages/Home.aspx

http://vaww.va.gov/OHRM/HRLibrary/Dir-Policy.htm

http://epss.vba.va.gov/HRM_Job_Aid/default.html


http://vbaw.vba.va.gov/usb/index.htm




April 2018 32

Tools available in RBA2000 such as the Combinator and tools for calculating levels of visual

acuity, visual field, and hearing loss are available in the Rating Job Aids link on the

Compensation Service website.

Links for the Master Agreement between VA and AFGE that governs employee/labor relations

for the Veteran Service Center and Pension Management Center employees in VBA are below:

2011 Master Agreement between the Department of Veterans Affairs and AFGE:

http://www.va.gov/LMR/docs/Master_Agreement_between_DVA_and_AFGE-

fin_52311.pdf

Article 67 “Skills Certification” of the agreement, signed in 2012:

http://cptraining.vba.va.gov/C&P_Training/Skills_Cert/Documents/Article67.pdf

Online Prep Test Tool

An online prep test is available for the Assistant Coach test on the Skills Certification website.

The prep test is a short, interactive tutorial that introduces you to the testing interface and

provides sample questions.

How Is Certification-Level Performance Established?

Establishing what “certification” means is a hierarchical process involving representatives

from all levels of the Compensation Service organization, from CO training specialists,

through RO directors and managers, to individual subject matter experts (SMEs) working in

the job for which the test is developed. At the top of the hierarchy, the Compensation Service

Skills Certification Program Development Committee (PDC), consisting primarily of RO

management and CO representatives, develops Performance Level Descriptions (PLDs) for

Basic, Low-intermediate, High-intermediate, and Expert levels of performance. These PLDs

define, as a matter of Skills Certification program policy, the performance characteristics of an

employee at each of the four levels. These descriptions provide an overarching policy-based

vision and framework that allows each TDC, consisting primarily of RO management and

SMEs, to define PLGs, at each of the four levels, tailored specifically to the various KSAs that

make up the test for which that committee is responsible (for example, Coach-Assistant

Coach).

For each KSA, the TDC develops a Basic, Low-intermediate, High-intermediate, and Expert

PLG, and determines which one of those levels represents “certification-level” performance

for a given position. The PLGs in concert with the TSP provide the specific knowledge and

skills and minimum level of those specific knowledge and skills that are required to pass the

respective test. Below is an example of PLGs for a KSA that is represented on the Coach-

Assistant Coach test:

http://www.va.gov/LMR/docs/Master_Agreement_between_DVA_and_AFGE-fin_52311.pdf



https://www.ttande.org/skills_cert/prep_test_tracker/default.asp?preptest=1



April 2018 33

Performance Level

Goals(PLGs) KSA: Knowledge of factors that impact timeliness

Basic

Possess minimal knowledge of how various factors (e.g., claim

attributes, staffing, training, second signature reviews, and deferrals)

impact timeliness. Need guidance in applying that information to

workload planning, even in simple and routine instances.

Low

Intermediate

Possess a moderate knowledge of how various factors (e.g., claim


impact timeliness. Can apply that information to workload planning in

simple and routine instances. Need guidance on more complex

situations.

High

Intermediate

Possess a thorough knowledge of how various factors (e.g., claim



simple to complex instances and can assist others with simple or routine

questions.

Expert

Possess an exhaustive knowledge of how various factors (e.g., claim



all instances. Considered SMEs and are regularly sought out for

guidance.


Coach Test Specifics

April 2018 34

Coach Skills Certification Test

A Coach must meet certain criteria to be eligible to sit for this Skills Certification test. If you

are not certain about your eligibility, talk with your supervisor.

The Coach Skills Certification test consists of Job Knowledge and Situational Judgment Test

(SJT) sections.

The scored portion of the Coach test includes approximately 100 items. The test also includes

additional items that are being pilot tested for use on future tests and do not count toward your

score on the test. It is important that you treat all questions equally, as pilot items will not be

identified.

Test Portal Update

The Test Portal for the Assistant Coach test has been updated to organize test items by major

content sections (see Figure 11). The major content sections are presented as selectable tabs,

which are located above the list of item numbers. Tabs and item numbers will highlight to

show the current content section. The current content section highlighted will change as you

advance through the test items. You may select a tab to view a specific content section if you

would like to answer items in a particular section first.

Figure 11: Test Portal Update with Major Sections



April 2018 35

Job Knowledge Test

The Job Knowledge Test portion is worth 60% of the total score. You will have 3.5 hours to

complete the job knowledge portion of the test.

Situational Judgment Test



During the test you will be asked to rate the effectiveness of each response using the drop-

down menu. You will use a 7-point scale, with 1 being very ineffective and 7 being very

effective. See Appendix B: Situational Judgment Test (SJT) Item Scale for more information.





SJT item.

For more information, see the three short SJT training videos available on the Assistant Coach

& Coach section of the Skills Certification website.

You will have 1.5 hours to complete the SJT portion of the test.



information.



April 2018 36

Figure 12: SJT Item





example, the second response shown in Figure 12 has a keyed effectiveness rating (the best

rating) from the SMEs of a 6. This test taker rated that response a 7. The test taker will receive

a fraction of a point for being close to the keyed effectiveness rating. The test taker would

receive full credit if he or she had rated the response a 6.

Test Specification Plan for Coach Skills Certification

The Test Specification Plan (TSP) details the dimensions, knowledge, skills, and abilities

(KSAs) category, and facets of content areas the test covers. A dimension is a broad job-

related competency, such as Leadership, Workload Management, or Claims Development.

Each dimension is broken down further into individual KSA categories. Each KSA category

is then further refined into knowledge facets, which are specific, detailed, and non-

overlapping aspects of a broader knowledge domain. Performance Level Goals (PLGs) are

the levels of competency needed for each KSA, predetermined by the VBA Test

Development Committee (TDC).



April 2018 37

The three columns on the right indicate whether a specific team will be tested on the listed

facet. A “” indicates it will be covered on the test, and an “X” indicates it will not be

covered on the test. See Appendix G: Understanding the Test Specification Plan for more

information.

1. Workload Management

This dimension comprises 22% of the test.

1-1 Knowledge of factors that impact timeliness Appeals Public

Contact

Service

Center

Claim attributes

Staffing

Training

Second signature review

Case complexity

Deferrals


Possess a thorough knowledge of how various factors (e.g., claim attributes, staffing, training, second

signature reviews, and deferrals) impact timeliness.

Can apply that information to workload planning in simple to complex instances and can assist others

with simple or routine questions.

1-2 Knowledge of the National Work Queue functionality Appeals Public

Contact

Service

Center

Time in queue (RO/team/user)

National claim distribution and WIT

Work distribution and local routing rules

Recall status

Special missions

Performance Level Goal (for Appeals and Public Contact)

Hold a moderate understanding of the relationship between time in queue, work load distribution, local



Seek assistance troubleshooting exceptions that occur with NWQ functionality.

Able to assign work as needed, but occasionally need assistance.

Performance Level Goal (for Service Center)

Hold a thorough understanding of the relationship between time in queue, work load distribution, local



Possess a basic understanding of the relationship between WIT and work distribution.



April 2018 38

Troubleshoot common NWQ functionality exceptions on their own.

May seek guidance for more complex exceptions.

Able to assist others with simple and routine questions.

1-3 Ability to apply workload planning and management techniques,

using progress indicators and factors that impact them Appeals

Public

Contact

Service

Center

Inventory levels and date of claim X

Monitoring days in queue X

Employee availability X

Transaction credit reports X

Claim status and suspense dates X

Work distribution X

Impact of special issue indicators and routing rules X

Performance Level Goal (for Public Contact and Service Center)

Can quickly digest information and take appropriate action based on that information related to all

factors that impact workload planning, anticipating when short term changes are needed.

Hold the ability to analyze progress indicators and anticipate and address simple and some complex

barriers to meeting goals.

Occasionally sought out for their skill and expertise in the planning and management of day to day

workload.

1-4 Ability to apply appeals workload planning and management

techniques, using progress indicators and factors that impact them Appeals

Public

Contact

Service

Center

Employee availability X X

Special Issues (priority processing) X X

BVA work load and timeliness X X

Travel Board hearings X X

DRO hearings X X

AMO directives and priorities X X


Can quickly digest information and take appropriate action based on that information related to all

factors that impact workload planning, to include AMO directives and BVA/Court decisions as they

impact appellate inventory, anticipating when short term changes are needed.

Possess the ability to analyze progress indicators and anticipate and address simple and some complex

barriers to meeting goals.

Occasionally sought out for their skill and expertise in the planning and management of day to day

workload.

1-5 Knowledge of quality management resources, techniques, and

procedures to improve individual team member quality Appeals

Public

Contact

Service

Center

IQRs



April 2018 39

QRT

STAR reports and procedures

Deferrals X

Trend analysis, IPRs, targeted training


Possess a comprehensive understanding of IQRs and how they impact the performance rating of

individual employees.

Possess the ability to identify error trends and recommend targeted training, using individual employee

deferral data, and IPR/IQR results.

Considered highly skilled and are often sought out for guidance.

2. Personnel/Labor Management


2-1 Knowledge of procedures related to employee leave Appeals

Public

Contact Service

Center

Annual and sick leave

Other types of leave (FMLA, LWOP, AWOL, advance, military, court,

Disabled Veteran)

Leave restrictions


Hold a clear understanding of eligibility for leave, VA Handbook 5011, the master agreement, local

policies, and laws related to leave.

With minimal guidance, identify when and how to implement leave restrictions and the documentation

requirements.

Independently manage most of the FMLA leave process.

With guidance and assistance, can successfully manage infrequently encountered and more complex

types of leave.

2-2 Knowledge of disciplinary action Appeals Public

Contact

Service

Center

Procedures (Douglas Factors, table of penalties, fact finding)

Progressive levels of discipline

Initiation/proposals

Implementation

Union involvement


Need minimal assistance with simple and routine conduct issues, but may struggle with handling

complex and unique conduct issues.

Able to quickly distinguish between conduct and performance issues.



April 2018 40

Able to distinguish between the need for counseling versus disciplinary action, in accordance with VA

Handbook 5021 (Table of Penalties).

With minimal guidance, propose and/or decide disciplinary action.

May need some assistance preparing the documentation, notification, or higher-level referral,

involving the appropriate parties along the way.

2-3 Knowledge of Labor/Management Relations Appeals Public

Contact

Service

Center

Roles and responsibilities

Official time

Mediations

Master agreement


Infrequently encountered situations, understand the roles of the union and management.

In most circumstances, understand when to involve the union.

Understand frequently-used and basic to moderately complex concepts in the master agreement (e.g.,

leave, disciplinary action, and counseling).

May need minimal guidance to apply complex concepts.

Hold a very basic understanding and knowledge of the grievance process and the usage and tracking of

official time (union time).

2-4 Knowledge of performance appraisals and national performance

standards

Appeals Public

Contact

Service

Center

Performance appraisals (summaries, mid-year, rating of record)

National performance standards


Implement the performance appraisal process in a timely manner, with minimal supervision.

Understand how changes to national performance standards may affect the performance appraisal

process.

Have comprehensive knowledge of the national performance standards.

2-5 Knowledge of the policies and procedures for managing telework

employees Appeals

Public

Contact

Service

Center

Documentation requirements

Telework agreement

Performance and termination




April 2018 41

With minimal guidance, initiate the telework process (e.g., agreement, IT requirements, training).

Need some guidance in monitoring and modifying an existing telework agreement to meet the needs of

the organization; or terminating the telework agreement for performance or conduct issues.

3. Development


3-1 Knowledge of criteria for service connection Appeals Public

Contact

Service

Center

Direct

Presumptive

Secondary

Aggravation


Understand the basic concepts of direct and secondary service connection and consistently identify

these types correctly.

May seek guidance with presumptive and aggravation.

3-2 Ability to recognize and identify types of claims Appeals Public

Contact

Service

Center

Original

Increase

Appeals

FDC

Reopened

Reconsiderations

Dual


Recognize and correctly categorize most types of claims.

Rarely seek guidance to determine the appropriate type of claim in more complex situations.

3-3 Ability to classify the type of claim as an informal or formal claim, or an

intent to file Appeals

Public

Contact

Service

Center

Informal

Formal

Intent to file


Correctly classifies formal, informal, and intent to file most of the time and are aware of frequently

used application forms.

May not know the date of the law change.



April 2018 42

Are somewhat familiar with intent to file procedures.

3-4 Knowledge of VSC claims process Appeals Public

Contact

Service

Center

Status

Eligibility

Evidence requirements

Evaluation

Claims processing

End products and claim labels


Possess an understanding of the concepts, rules, and regulations guiding the VSC claims process.

Hold basic knowledge of most end products and claim labels.

May occasionally require assistance with more complex or rare situations.

Rarely seek guidance regarding the appropriate routing of claims to achieve timeliness goals.

3-5 Knowledge of the appeals process Appeals Public

Contact

Service

Center

Status

Regulations

Timely filing

Stages (NOD, Remand, Form 9)

Travel Board hearings

DRO hearings and informal conferences

Performance Level Goal (Appeals)

Possess a general understanding of the concept of appeals.

Rarely seek guidance regarding the appropriate routing of appeals.

Performance Level Goal (Public Contact and Service Center)

Possess a limited knowledge and understanding of the appeals process.

Occasionally require guidance regarding the appropriate routing of appeals.

4. Leadership


4-1 Ability to prioritize both individual and team tasks and manage

workload Appeals

Public

Contact

Service

Center

National, station, and team goals

Competing priorities

Staffing



April 2018 43

Policy, procedural, and process changes

Combined workload

System latency and outages


Discerns the importance of information rather quickly and responds appropriately with little or no

errors.

Consistently leads subordinates and assists peers through policy, procedure, and process changes.

Prioritizes tasks and individual and team resources to maximize the ability to meet national and team

goals.

Anticipates potential barriers to success and explores contingency strategies.

4-2 Ability to treat employees fairly and with respect Appeals Public

Contact

Service

Center

Consistency in disciplinary actions

Rewards

Assigning special projects


Fairly and consistently takes disciplinary action, assigns special projects, and distributes awards

promptly.

Uses professional and respectful language.

Makes appropriate and professional choices in interactions with employees in all instances.

Responds to delicate situations only after considering all related evidence and information, and rarely

omits pertinent details.

4-3 Knowledge of principles and techniques for delegation Appeals Public

Contact

Service

Center

Daily tasks

Leave

Across teamsf

Within teams


Experienced with the delegation process, knows which tasks to delegate and to whom.

Regularly prioritizes and assigns tasks and delegates work.

Frequently uses delegation as a workload management tool, and may use delegation as a team

development technique.

Occasionally recognizes opportunities to support other teams.

4-4 Ability to convey positive leadership traits through personal example

(e.g., ICARE values, honesty, knowledge, work ethic, decision making) Appeals

Public

Contact

Service

Center

Attendance



April 2018 44

Undiscovered claims

Accountability

Organizational values


Consistently demonstrates ICARE values.

Sets examples for peers on challenging issues regardless of potential effects on team or station.

Exemplifies honesty and work ethic in both personal and professional decision making.

4-5 Knowledge of motivational techniques Appeals Public

Contact

Service

Center

Telework employees

New and/or challenging goals and performance standards

Performance recognition and rewards

Overtime

Reassignment

Team-building


Applies a variety of motivational techniques on a regular basis that effectively serve all employees, and

actively seeks additional methods to add to repertoire.

Uses written and verbal communication to motivate team members.

Engages with all employees to improve morale and performance.

Frequently tailors motivational techniques to teleworkers.

Utilizes a variety of techniques for performance recognition and rewards.

Demonstrates optimism when faced with new and/or challenging goals.

4-6 Ability to provide and receive feedback in the appropriate time and

manner (e.g., informal and formal; to employees, to management, to other

stakeholders)

Appeals Public

Contact

Service

Center

Monthly reviews and performance appraisals

Implementation of new procedures and policies

Status updates on team performance and special projects

Inquiries (e.g., VSO, claims agents, Congressional, White House, attorney)


Communicates feedback and accurately completes tasks in a timely manner without assistance.

Competent in providing feedback and is receptive to receiving constructive feedback.

Provides feedback in an appropriate forum, but may need assistance in high impact situations.

5. Interpersonal Skills




April 2018 45

5-1 Ability to manage conflict Appeals Public

Contact

Service

Center

Quality and deferral disagreements

Union

Manual interpretation

Employee to employee conflicts

Supervisor to employee conflict

Supervisor to supervisor conflict

External stakeholders


Understand how to manage conflict across a wide range of frequent situations, from simple to

complex.

Rarely need additional guidance.

5-2 Ability to relate to others from diverse backgrounds Appeals Public

Contact

Service

Center

Resistance to change

Cultural and Individual diversity (e.g., ethnic, religious, LGBTQ)

Motivation


Understand the essential concepts, as well as some nuances, that relate to demographic (e.g., race,

ethnicity, gender, age, sexual orientation, gender identity, veteran status) and psychographic (e.g.,

attitudes, opinions, experiences, aspirations, values) diversity.

Generally understand the importance of promoting and leveraging diversity for the benefit of the team.

5-3 Ability to work as part of a team (e.g., individual team, management

team, NWQ/AMO, special projects) Appeals

Public

Contact

Service

Center

Special projects

Performance goals and metrics

Soliciting for improvements

Collaborating across teams

Collaborating as a virtual team


Recognize all team members' perspectives and talents.

Demonstrate the behaviors they want their team members to exhibit.

Collaborate with other teams.

Are aware of impact of their collective decisions and actions on other teams.

Regularly take initiative to actively participate with peers when appropriate.

5-4 Ability to tactfully and clearly communicate (e.g., positive or negative

information) Appeals

Public

Contact

Service

Center



April 2018 46

Huddles and team meetings

Mandatory overtime

Communicating barriers to meeting deadlines

Managing expectations


Clearly communicate in a timely manner and tactfully tailor the message based on the audience.

6. Self-Management


6-1 Ability to plan and prioritize ones own tasks and time amid competing

and changing priorities Appeals

Public

Contact

Service

Center

Adaptability to changing priorities

Assess urgency and priority of tasks

Identify professional development needs and opportunities


Independently plan their tasks and anticipate barriers and interruptions.

Easily adapt to nearly any change in circumstance or direction from the organization.

Quickly and accurately determine the level of urgency and priority of tasks.

Manage time and competing priorities successfully.

Possess self-awareness to recognize the need for their own technical and/or professional development

and take advantage of opportunities.

*Note: Not all KSAs and categories are numbered consecutively.

Reference List for Coach Skills Certification Test






Compensation Service STAR Homepage

o http://vbaw.vba.va.gov/bl/21/star/star_home.htm

CPKM

Introduction to Workload Management

o http://vbaw.vba.va.gov/bl/20/201/Session.htm

KnowVA









April 2018 47

M21-1

M21-3

M21-4

M&PA Reference Guide (PA&I)

o https://vaww.portal2.va.gov/sites/pai/PA/CATS/SitePages/Home.aspx

Master Agreement (links provided below)

VA Directives and Handbooks

o http://vaww.va.gov/OHRM/HRLibrary/Dir-Policy.htm

VA Pamphlets

VBA Supervisor’s Guide to HRM

o http://epss.vba.va.gov/HRM_Job_Aid/default.html

VBA Human Resources Handbook

VBA Intranet

VBA Mission Statement

VBA Organizational Chart

o http://vbaw.vba.va.gov/usb/index.htm

VETSNET Operation Reports Desk Reference Guide

VETSNET VOR Reference Guide

VOR Reports (on PA&I website)

38 CFR Parts 3, 4

Tools available in RBA2000 such as the Combinator and tools for calculating levels of visual

acuity, visual field, and hearing loss are available in the Rating Job Aids link on the

Compensation Service website.

Links for the Master Agreement between VA and AFGE that governs employee/labor relations

for the Veteran Service Center and Pension Management Center employees in VBA are below:

2011 Master Agreement between the Department of Veterans Affairs and AFGE:

http://www.va.gov/LMR/docs/Master_Agreement_between_DVA_and_AFGE-

fin_52311.pdf

Article 67 “Skills Certification” of the agreement, signed in 2012:



https://vaww.portal2.va.gov/sites/pai/PA/CATS/SitePages/Home.aspx

http://vaww.va.gov/OHRM/HRLibrary/Dir-Policy.htm










April 2018 48

An online prep test is available for the Coach test on the Skills Certification website. The prep

test is a short, interactive tutorial that introduces you to the testing interface and provides

sample questions.

How Is Certification-Level Performance Established?

Establishing what “certification” means is a hierarchical process involving representatives

from all levels of the Compensation Service organization, from CO training specialists,

through RO directors and managers, to individual subject matter experts (SMEs) working in

the job for which the test is developed. At the top of the hierarchy, the Compensation Service

Skills Certification Program Development Committee (PDC), consisting primarily of RO

management and CO representatives, develops Performance Level Descriptions (PLDs) for

Basic, Low-intermediate, High-intermediate, and Expert levels of performance. These PLDs

define, as a matter of Skills Certification program policy, the performance characteristics of an

employee at each of the four levels. These descriptions provide an overarching policy-based

vision and framework that allows each TDC, consisting primarily of RO management and

SMEs, to define PLGs, at each of the four levels, tailored specifically to the various KSAs that

make up the test for which that committee is responsible (for example, Coach-Assistant

Coach).

For each KSA, the TDC develops a Basic, Low-intermediate, High-intermediate, and Expert

PLG, and determines which one of those levels represents “certification-level” performance

for a given position. The PLGs in concert with the TSP provide the specific knowledge and

skills and minimum level of those specific knowledge and skills that are required to pass the

respective test. Below is an example of PLGs for a KSA that is represented on the Coach-

Assistant Coach test:

Performance Level


Basic

Possess minimal knowledge of how various factors (e.g., claim


impact timeliness. Need guidance in applying that information to

workload planning, even in simple and routine instances.

Low

Intermediate

Possess a moderate knowledge of how various factors (e.g., claim



simple and routine instances. Need guidance on more complex

situations.

High

Intermediate

Possess a thorough knowledge of how various factors (e.g., claim



simple to complex instances and can assist others with simple or routine

questions.




April 2018 49

Performance Level


Expert

Possess an exhaustive knowledge of how various factors (e.g., claim



all instances. Considered SMEs and are regularly sought out for

guidance.


DRO Test Specifics

April 2018 50

DRO Skills Certification Test

A DRO must meet certain criteria to be eligible to sit for the Skills Certification test. If you are

not certain about your eligibility, talk with your supervisor.

The DRO Skills Certification test consists of a Situational Judgment Test (SJT) section and a

Job Knowledge section. The DRO Job Knowledge section is designed to test rating knowledge

and appeals work specific to DROs. The SJT section is designed to test interpersonal skills

through the use of job-related situations to which a candidate rates the

effectiveness/ineffectiveness of each response provided.

The scored portion of the test includes approximately 50 items across both sections of the test.

The test also includes approximately 20 additional items that are being pilot tested for use on

future tests and do not count toward your score on the test. It is important that you treat all

questions equally, as pilot items will not be identified.

Situational Judgment Test



During the test you will be asked to rate the effectiveness of each response using a drop-down

menu. You will use a 7-point scale, with 1 being very ineffective and 7 being very effective.

See Appendix B: Situational Judgment Test (SJT) Item Scale for more information.





SJT item.

You will have 45 minutes to complete the SJT portion.



information.


DRO Test Specifics

April 2018 51

Figure 13: SJT Test Item





example, the first response shown in Figure 13 has a keyed effectiveness rating (the best rating)

from the SMEs of a 6. This test taker rated that response a 7. The test taker will receive a

fraction of a point for being close to the keyed effectiveness rating. The test taker would receive

full credit if he or she had rated the response a 6.

Job Knowledge Test

The Job Knowledge portion measures four main areas: Work Processes, Knowledge of Body

Systems, Procedural Regulations, and Applied Case Law. You will have 3 hours and 15

minutes to complete the Job Knowledge portion of multiple choice questions. Note: The items

are not evenly distributed among the two sections. Session 1 has fewer items than Session 2

and, thus, will require less time to complete.


DRO Test Specifics

April 2018 52

Test Specification Plan for DRO Skills Certification

The Test Specification Plan details the categories and subcategories of knowledge content

areas the test covers. The column on the right indicates the proportion of the test measuring

each category.

Each KSA category is broken out into individual KSA statements that apply to the category.

Not all KSAs are represented equally on the test.

KSA # KSA Text % of

Test

Work Processes 8%

1-1 Knowledge of the appeals process (to include NOD, de novo/traditional review, form 9, hearings/conferences, and

certification)

1-2 Knowledge of due process time limits as it applies to appeals

1-3 Knowledge of workload management

Applied Case Law 14%

2-1

Knowledge of principles related to weighing medical evidence,

including multiple opinions from doctors and other medical

professionals (e.g., Reonal v. Brown; Guerrieri v. Brown; LeShore v. Brown; Winsett v. West; Nieves-Rodriguez v. Peake)

2-2 Knowledge of principles related to obtaining medical exams and

opinions [e.g., McLendon v. Nicholson; 38 C.F.R. 3.159(c)(4)]

2-3 Knowledge of principles related to separately evaluating disabilities that affect different functions (e.g., Esteban v. Brown)

2-4

Knowledge of principles related to rating orthopedic disabilities

(e.g., considering fatigue, pain, repetitive range of motion under DeLuca v. Brown)

2-5 Knowledge of principles related to appealing effective dates (e.g.,

Rudd v. Nicholson)

2-6

Knowledge of principles related to providing notice to a claimant regarding substantiating a claim (e.g., Dingess & Hartman v.

Nicholson, Mayfield v. Nicholson, Hupp v. Nicholson; Kent v.

Nicholson)


DRO Test Specifics

April 2018 53

KSA # KSA Text % of

Test

2-7 Knowledge of principles related to a shift in hearing loss (e.g.,

3.385, Hensley v. Brown)

Knowledge of Body Systems 12%

3-1 Knowledge of mental disorders to include symptoms, conditions, and tests and treatments

3-2 Knowledge of traumatic brain injury (TBI) to include symptoms,

conditions, and tests and treatments

3-3 Knowledge of the cardiovascular system to include symptoms, conditions, and tests and treatments

3-4 Knowledge of the neurological system to include symptoms,


3-5 Knowledge of the mU.S.C.uloskeletal system to include symptoms, conditions, and tests and treatments

3-6 Knowledge of the endocrine system to include symptoms,

conditions, and test and treatments

3-7 Knowledge of the organs of special sense to include symptoms, conditions, and tests and treatments

3-8 Knowledge of the respiratory system to include symptoms,


3-9 Knowledge of the digestive system to include symptoms, conditions, and tests and treatments

3-10 Knowledge of the genitourinary system to include symptoms,


3-11 Knowledge of impairment of auditory acuity to include symptoms, conditions, and tests and treatments

3-12 Knowledge of the hemic and lymphatic systems to include

symptoms, conditions, and tests and treatments

3-13 Knowledge of infectious diseases, immune disorders, and nutritional deficiencies to include symptoms, conditions, and tests

and treatments

3-14 Knowledge of the skin to include symptoms, conditions, and tests

and treatments


DRO Test Specifics

April 2018 54

KSA # KSA Text % of

Test

3-15 Knowledge of gynecological conditions to include symptoms and

tests and treatments

3-16 Knowledge of dental and oral conditions to include symptoms,


Regulations: Procedural 40%

4-1 Knowledge of effective dates (including exceptions to the general

rule)

4-2 Knowledge of 38 CFR, Part 4, 4.1 – 4.31

4-3 Knowledge of Special Monthly Compensation (SMC) to include criteria, codes, principles, and requirements.

4-4

Knowledge of establishing service connection: a) Knowledge of

methods of establishing a presumptive service connection; b) Knowledge of methods of establishing a secondary service

connection; c) Knowledge of methods of establishing an aggravated

service connection; d) Knowledge of methods of establishing a

direct service connection*

* This represents a set of core KSAs grouped under the topic of

establishing service connection. Items from this topic are randomly

selected from among the four individual KSAs listed.

4-5

Knowledge of conditions related to Agent Orange (e.g., prostate

cancer, lung cancer, diabetes, non-Hodgkins related lymphoma, or

any sarcoma)

4-6 Knowledge of the Veterans Claims Assistance Act (VCAA) and duty to assist

4-7 Knowledge of combat-related PTSD including stressors, related

conditions, diagnostic codes, and symptoms

4-8 Knowledge of non-combat-related PTSD including stressors, related conditions, diagnostic codes, and symptoms

4-9 Knowledge of requirements to be eligible for Individual

Unemployability (IU)

4-10 Knowledge of the evidentiary standard needed to grant or deny benefits


DRO Test Specifics

April 2018 55

KSA # KSA Text % of

Test

4-11 Knowledge of personal trauma/assault-related PTSD including

stressors, related conditions, diagnostic codes and symptoms

4-12 Knowledge of undiagnosed illnesses related to Gulf War service

4-13 Knowledge of ancillary benefits and how to process them (i.e., M21-1, Part IX, Subpart i)

4-14

Knowledge of methods of establishing service connection of a

disability as aggravated by a service connected disability (e.g.,

Allen v. Brown)

4-15 Knowledge of qualifying service for eligibility for VA benefits

4-16 Knowledge of periods of war, conflicts, campaigns, and decorations

related to specific conditions, disabilities, and presumptions

4-17 Knowledge of the Amputation Rule and its exceptions

4-18 Knowledge of the regulations pertaining to a Veterans representative or procedures related to power of attorney for a

Veteran (to include agents, attorneys, or one-time representatives)

4-19 Knowledge of methods of establishing service connection via paired organs

4-20 Knowledge of due process involved in reduction/severance ratings

4-21 Knowledge of Military Occupational Specialties (MOS) titles

4-22 Knowledge of 38 U.S.C. 1151 claims and how to process them

4-23 Knowledge of information available from Joint Services Records Research Center (JSRRC)

4-24 Knowledge of the requirement to obtain medical records used by

Social Security Administration (SSA) to determine disability

4-25 Knowledge of multiple non-compensable evaluations (e.g., 3.324)

4-26 Knowledge of requirements to be eligible for Special Monthly

Pension (SMP)

Interpersonal Skills 18%

5-1 Ability to work effectively under stressful conditions


DRO Test Specifics

April 2018 56

KSA # KSA Text % of

Test

5-2 Ability to provide constructive feedback to others

5-3 Ability to show courtesy and respect toward co-workers, Veterans,

and the general public

5-4 Ability to maintain composure when being criticized or questioned

5-5 Ability to accept constructive feedback

5-6 Ability to independently plan activities and prioritize work

5-7

Ability to put forth effort on activities that team members are

responsible for (e.g., assist with development; provide input

regarding rating complex and/or ambiguous cases)

5-8 Ability to relate to others from diverse backgrounds

5-9 Ability to accept input from team members

5-10 Ability to listen and be empathetic to the situation while remaining

objective

5-11 Ability to persuade others to buy-in without alienating them

Reference List for DRO Skills Certification Test

Online reference resources that are typically used in performing the job (e.g., CPKM, the

Compensation Service homepage, local links or databases) will be available on each computer

during the test. You are responsible for bringing any other reference materials to the test. The

following materials were used in developing the test and are recommended for study and for

reference during the test. Also see Appendix D: Guide to Statement of the Cases (SOC) for

more information.

Compensation Service MEPSS

Compensation Service Intranet Site

Compensation Service VSCM Bulletins

CPKM

Current case law

FAQs

Federal Register

General Counsel Opinions


DRO Test Specifics

April 2018 57

Guide to Statement of the Case (SOC)

M21-1

M21-4

KnowVA


Laws and Regulations Citations

RVSR Student Guide for Dental Disability from TMS 4176815

Supplemental Statement of the Case (SSOC)

38 U.S.C. 1154

38 CFR Part 3, 4

38 CFR 20

38 CFR 20.1100

38 U.S.C. 1103

38 U.S.C. 5122

Tools such as the Combinator and tools for calculating levels of visual acuity, visual field,

and hearing loss are available in the Rating Job Aids link or Quick References are available

from the Compensation Service website.


An online preparatory (practice) test is available for the DRO test on the Skills Certification

website. The prep test is a short, interactive tutorial that introduces you to the testing interface

and provides sample questions.

Just Sufficiently Qualified (JSQ) DRO

When VBA SMEs develop and evaluate test items written to support the Test Specification

Plan, they are asked to consider a description of a “just sufficiently qualified” DRO. This JSQ

definition is intended to describe the capabilities and proficiency level of a certified DRO and

the target audience to which SMEs develop test items.

The JSQ DRO exercises sound judgment and technical competence in claims and appeals

processes, and provides guidance as a subject matter expert. This person:

Has knowledge of claims, rating, and appellate processes, to include hearings in each

of these areas.




DRO Test Specifics

April 2018 58

Has the ability to interpret and apply laws, rules, procedures, regulations, and court

cases.

Has the ability to use independent judgment and analytical skills in all aspects of the

position.

Demonstrates skill in all areas of communication with both internal and external

customers in informal or formal settings with the goal of claims resolution, accuracy,

and conflict resolution.

Has the ability to train/mentor, as well as review and approve the work of others.

Is able to research and use references efficiently and effectively.


JR VSR Test Specifics

April 2018 59

Journey-Level RVSR Skills Certification Test

A journey-level RVSR must meet certain criteria to be eligible to sit for the Skills Certification

test. If you are not certain about your eligibility, you should talk with your supervisor and refer

to the VBA Skills Certification website for the specific policies governing the tests.

The scored portion of the JRVSR test includes approximately 100 scored items. The test also

includes a number of additional items that are being pilot tested for use on future tests and do

not count toward your score on the test. It is important that you treat all questions equally, as

pilot items will not be identified.

You will have 3 hours in the morning to answer half of the questions, a 1-hour break for lunch,

and will return for 3 hours in the afternoon to complete the remaining half of the test.

Test Specification Plan for Journey-Level RVSR Skills Certification



each category.

For KSA categories that cover large areas, such as Medical, the specification is broken out to

describe the major elements within the category. This means that questions in Regulations

include both Procedural questions (i.e., the process used) and Applied Case Law.

The rows in gray denote the KSA categories and the percentage to which the category is

represented in the specification. The remaining percent of the test not accounted for in the

specification below is randomly distributed across KSAs.

KSA # KSA Text % of

Test

1 Knowledge of Body Systems 42%

1E-1 Knowledge of TBI to include symptoms, conditions, diagnostic codes, and tests and treatments

1E-2 Knowledge of the mU.S.C.uloskeletal system to include symptoms, conditions,

diagnostic codes, and tests and treatments

1E-3 Knowledge of mental disorders to include symptoms, conditions, diagnostic codes, and tests and treatments

1E-4 Knowledge of the cardiovascular system to include symptoms, conditions,


1E-5 Knowledge of the endocrine system to include symptoms, conditions, diagnostic codes, and tests and treatments




April 2018 60

KSA # KSA Text % of

Test

1E-6 Knowledge of the nervous system to include symptoms, conditions, diagnostic

codes, and tests and treatments

1E-7 Knowledge of impairment of auditory acuity to include symptoms, conditions,


1E-8 Knowledge of the respiratory system to include symptoms, conditions,


1E-9 Knowledge of the genitourinary system to include symptoms, conditions,


1E-10 Knowledge of the digestive system to include symptoms, conditions,


1E-11 Knowledge of the skin to include symptoms, conditions, diagnostic codes, and

tests and treatments

2 Regulations: Procedural 40%

Subcategory 1: Eligibility and Service Connection 4%

2A-3 Knowledge of methods of establishing secondary service connection

2A-4 Knowledge of methods of establishing aggravated service connection

Subcategory 2: PTSD 7%

2B-1 Knowledge of combat-related PTSD including stressors, related conditions,

diagnostic codes, and symptoms

2B-2 Knowledge of personal trauma/assault-related PTSD including stressors,

related conditions, diagnostic codes and symptoms

Subcategory 3: Presumptive/Environmental 2%

2C-2 Knowledge of symptoms, conditions, and secondary conditions related to

undiagnosed illness and Gulf War syndrome

Subcategory 4: Extra-schedular 4%

2D-1 Knowledge of Special Monthly Compensation

Subcategory 5: Non-schedular total disability 6%

2E-1 Knowledge of Individual Unemployability



April 2018 61

KSA # KSA Text % of

Test

2E-2

Knowledge of temporary total disability benefits

Subcategory 6: Claims Recognition 9%

2F-1 Knowledge of different kinds of claims (i.e., original, claim-for-increase, appeals, inferred) and how to process them

2F-2 Knowledge of 5103 Notice and duty to assist (e.g., case law, etc.)

2F-3 Knowledge of standardized claim and appeals form processing and intent to

file

Subcategory 7: Effective Dates 6%

2G-1 Knowledge of effective dates, including but not limited to Agent Orange,

Nehmer, and standardized claim forms

Subcategory 8: Due Process 2%

2H-1 Knowledge of due process involved in reducing ratings, severance of SC benefits and pension benefits and incompetency issues.

3 Applied Case Law 18%

3-1 Knowledge of case law related to orthopedic limitations (e.g., fatigue, pain,

repetitive range of motion) (e.g., DeLuca v. Brown, Mitchell v. Shinseki)

3-2 Knowledge of the evidentiary standard needed to deny benefits (preponderance

of evidence)

3-3 Knowledge of the evidentiary standard needed to grant benefits or Veteran

status (e.g., evidence in equipoise, Savage v. Gober)

3-4 Knowledge of case law related to separately evaluating disabilities that affect

different functions (e.g., Esteban v. Brown)

3-6

Knowledge of principles and case law related weighing medical evidence,

including multiple opinions from doctors and other medical professionals (e.g., Moreau v. Brown, Guerrieri v. Brown, Curtis v. Brown, Wray v. Brown,

McLendon v. Nicholson)

3-9 Knowledge of liberalizing legislation (retroactive benefit payment to a year prior to the claim date)



April 2018 62

Reference List for Journey-Level RVSR Skills Certification Test

Online reference resources that would typically be used in performing your job (e.g., CPKM,




and reference during the test. Also see Appendix D: Guide to Statement of the Cases (SOC) for

more detailed reference information.

Compensation Service MEPSS


Compensation Service VSCM Bulletins

CPKM

Current case law

DSM-538

FAQs

Federal Register

General Counsel Opinions

KnowVA


M21-1

Rating Job Aids (on Compensation Service website)

RVSR Student Guide for Dental Disability from TMS 4176815

CFR Part 3, 4

Tools such as the Combinator and tools for calculating levels of visual acuity, visual field, and

hearing loss are available in the Rating Job Aids link or Quick References are available from

the Compensation Service website.


An online preparatory (practice) test is available for the JRVSR test on the Skills Certification

website. The prep test is a short, interactive tutorial that introduces you to the testing interface

and provides sample questions.





April 2018 63

Just Sufficiently Qualified (JSQ) JRVSR


Plan, they are asked to consider a description of a “just sufficiently qualified” JRVSR. This

JSQ definition is intended to describe the capabilities and proficiency level of a certified

JRVSR and the target audience to which SMEs develop test items.

The JSQ Journey-Level RVSR is an independent decision maker who effectively and

efficiently applies laws and regulations to complex fact patterns in order to:

Make decisions regarding compensation and pension issues.

Interpret laws, rules, and regulations.

Apply in-depth knowledge of the claims process.

Demonstrate familiarity with the appellate process.

Recognize personal knowledge limitations and seek additional expertise.

Apply available research tools and references (e.g., FAQs, VBMS, court cases,

Compensation Service webpages).

Communicate with Veterans and co-workers clearly and concisely, both written and

orally.

Follow a workload management plan.


PMC VSR and VCE Test Specifics

April 2018 64

PMC VSR and VCE Skills Certification Test

A PMC VSR and VCE must meet certain criteria to be eligible to sit for the Skills Certification

test. If you are not certain about your eligibility, talk with your supervisor and refer to the VBA

Skills Certification website for the specific policies governing the tests;


The scored portion of the PMC VSR and VCE test includes approximately 100 items. The test

also includes a number of additional items that are being pilot tested for use on future tests and

do not count toward your score on the test. It is important that you treat all questions equally,

as pilot items will not be identified.

You will have 3 hours in the morning, a 1-hour break for lunch, and 3 hours in the afternoon

to answer the remaining half of the test.

Test Specification Plan for PMC VSR and VCE Skills Certification



each category.

For KSA categories that cover large areas, such as Income, the specification is broken out to

describe the major elements within the category. This means that Dependency will include

questions about apportionment and dependents.

KSA # KSA Text % of

Test

Dependency 9%

Apportionment 3%

1A-1 Knowledge of regulations regarding apportionment decisions

1A-2 Knowledge of requirements for a special apportionment decision

1A-3 Knowledge of eligibility requirements for apportionment of pension benefits

Dependents 6%

1B-1 Knowledge of procedure for establishing a dependent (e.g., child, spouse)

1B-2 Knowledge of criteria to be eligible as a dependent

1B-3 Knowledge of procedures for removing a dependent

1B-4 Knowledge of procedures for establishing Veteran married to Veteran




April 2018 65

KSA # KSA Text % of

Test

Eligibility 10%

2-1 Knowledge of what constitutes qualifying service for pension

2-2 Knowledge of procedures for obtaining (and verifying) service records

2-3 Knowledge of valid DD Form 214 (Report of Military Service)

2-4 Knowledge of general regulations related to pension

2-5 Knowledge of regulations regarding common law or deemed valid marriage

2-6 Knowledge of what constitutes continuous cohabitation

2-7 Knowledge of an administrative grant of pension without a rating

Income 30%

Income Adjustment 16%

3A-1 Knowledge of criteria for deductible final expenses

3A-2 Knowledge of criteria for deductible medical expenses

3A-3 Knowledge of criteria for deductible educational expenses for a surviving

spouse

3A-4 Knowledge of procedures for COLA adjustments

3A-5 Knowledge of process to determine countable income for VA purposes under the three pension programs

3A-6 Knowledge of types of waivers, including when to use them and how to adjust

payments to accommodate them

3A-7 Knowledge of procedures for counting specific types of income (e.g., welfare)

3A-8 Knowledge of the Social Security program with regard to calculating income

3A-9 Knowledge of criteria for determination of hardship

3A-10 Knowledge of types of countable income (e.g., IRA distributions, interest on

CDs and bank accounts)

3A-11 Knowledge of criteria for provider proof



April 2018 66

KSA # KSA Text % of

Test

Net Worth 4%

3B-1 Knowledge of net worth limitations

3B-2 Knowledge of types of assets that are included in net worth

3B-3 Knowledge of regulations regarding conversion of assets

3B-4 Knowledge of procedures for establishing the value of real estate

A&A / Housebound 5%

3C-1 Knowledge of evidence required to support a claim for A&A or Housebound

3C-2 Knowledge of the effect on benefits due to hospitalization in a VA medical

center (e.g., nursing home care unit, domiciliary, hospital)

3C-3 Knowledge of Medicaid Adjustments

Rates Payable 4%

3D-1 Knowledge of basic rate determinations (e.g., procedure for determining

monthly rate)

3D-2 Knowledge of procedures for determining IVAP (Income for VA purposes)

1%

3E-1 Knowledge of procedures for processing an Income Verification Match (IVM)

3E-2 Knowledge of the regulations associated with each of the types of pension and

their implications for adjustments (e.g., Section 306, Old Law pensioners, and

Parent’s DIC)

Procedural Knowledge 17%

Appeals 2%

4A-1 Knowledge of the appellate rights of Veterans

4A-2 Knowledge of procedures for processing contested claims

4A-3 Knowledge of appeals process, including information contained in VACOLS

Time Limits 4%



April 2018 67

KSA # KSA Text % of

Test

4B-1 Knowledge of effective dates and time limits

4B-2 Knowledge of due process time limits

4B-3 Knowledge of DTA time limits

General 11%

4C-1 Knowledge of procedures for controlling claims (e.g., claims establishment, PCLR, PCAN)

4C-2 Knowledge of procedures for claims development and processing

4C-3 Knowledge of how to process disallowances

4C-4 Knowledge of when presumptive grant of benefits is allowed

4C-5 Knowledge of procedures regarding dual entitlement

4C-6 Knowledge of procedures for retroactive and future adjustments

4C-7 Knowledge of procedures regarding incompetency

4C-8 Knowledge of how to use the information in legal documents (e.g., child

support, marriage certificates, divorce decrees, death certificates)

References, Rules and Regulations 18%

5-1 Knowledge of notification procedures and requirements (e.g., documentation of

due process, award letters, denial letters)

5-2 Knowledge of income limits

5-3 Knowledge of payment dates

5-4 Knowledge of effective dates, to include the intent to file (ITF) process

5-5 Knowledge of entitlement dates

5-6 Knowledge of regulations regarding Bureau of Prison (BOP) and Fugitive

Felon writeouts

5-7 Knowledge of the rules and regulations of the Federal Tax Information (FTI)

and Income Verification Match programs



April 2018 68

KSA # KSA Text % of

Test

5-8 Knowledge of Compensation & Pension Knowledge Management (CPKM)

portal

5-9 Knowledge of the Omnibus Act (PL 97-253, the Omnibus Budget

Reconciliation Act of 1982)

5-10 Knowledge of the regulations pertaining to a Veteran's representative or

procedures related to power of attorney for a Veteran

5-11 Knowledge of regulations regarding accrued benefits

5-12 Knowledge of the Privacy Act

5-13 Knowledge of duties required under Section 5103

5-14 Knowledge of manual requirements regarding written correspondence with

visually impaired Veterans

5-15 Knowledge of public communication guidelines

5-16 Knowledge of rules and regulations regarding due process

DIC 11%

6-1 Knowledge of criteria to be eligible as a dependent

6-2 Knowledge of procedure for adding or removing a dependent

6-3 Knowledge of eligibility requirements for DIC (to include enhanced DIC, 8x8, SMC)

6-4 Knowledge of what constitutes qualifying service for DIC

6-5 Knowledge of entitlement to DIC under the provisions of 38 U.S.C. 1318

6-6 Knowledge of development procedures regarding DIC (e.g., SC conditions,

presumptives, STRs, SBP, etc.)

Burial 5%

7-1 Knowledge of eligibility criteria for burial benefits

7-2 Knowledge of allowable burial expenses (e.g., plot costs, burial fees,

transportation)

7-3 Knowledge of procedures for indigent Veteran death claims



April 2018 69

KSA # KSA Text % of

Test

7-4 Knowledge of what constitutes a service-connected cause of death

Reference List for PMC VSR and VCE Skills Certification Test







KnowVA


M21-1, Parts I-V

M21-1 Parts I, III, V, VIII, X

M21-4

PL 108-454, Section 303

Rate Charts

User Guides - SHARE, VACOLS

VA Pamphlet 22-90-2, 80-00-01 (IS 1)

VA Pamphlet

38 CFR Part 1, 3, 20


An online preparatory (practice) test for the PMC VSR and VCE test is available on the Skills

Certification website. The prep test is a short, interactive tutorial that introduces you to the

testing interface and provides sample questions.

Just Sufficiently Qualified (JSQ) PMC VSR and VCE


Plan, they are asked to consider a description of a “just sufficiently qualified” PMC VSR or





April 2018 70

VCE. This JSQ definition is intended to describe the capabilities and proficiency level of a

certified PMC VSR or VCE and the target audience to which SMEs develop test items.

A PMC VSR & VCE who:

Is familiar with VA benefits and provides accurate information to Veterans and

claimants.

Researches, develops, and adjudicates claims by referencing and applying all pertinent

laws, regulations, and official VA guidance.

Identifies evidence required and accurately requests evidence needed to adjudicate

claims processed in a PMC.

Is able to independently process a variety of routine claims. May need assistance and

additional time with complex claims.

Complies with business rules of various applications and electronic records.

Is familiar with specialized knowledge areas and can locate references for these areas.

Has the ability to advise or mentor other VSRs and VCEs.


Sr. VSR Test Specifics

April 2018 71

Sr. VSR Skills Certification Test

A Sr. VSR must meet certain criteria to be eligible to sit for the Skills Certification test. If you

are not certain about your eligibility, talk with your supervisor and refer to the VBA Skills

Certification website for the specific policies governing the tests;


You will have 3 hours in the morning to answer the first half of the questions, a 1-hour break

for lunch, and 3 hours in the afternoon to answer the remaining half of the test.

The Sr. VSR Skills Certification test consists of Job Knowledge and Situational Judgment Test

(SJT) items. The Job Knowledge items are designed to test technical knowledge as well as

authorization work performed in the Sr. VSR job. SJT items are designed to test interpersonal

skills through a job-related situation where you rate the effectiveness or ineffectiveness of each

response provided using a scale.

The scored portion of the test includes approximately 100 items across both sections of the

test. The test also includes a number of additional pilot items that are being pilot tested for use

on future tests. These do not count toward your score. It is important that you treat all questions

equally, as pilot items will not be identified.

Job Knowledge Items

The Job Knowledge items, tested with multiple choice questions, measure two main areas:

Development and Post-determination. Some of the items contain one or more PDF

attachments, which are normal documents found in a claims file. Note: Once you are finished

with the PDF file(s) for a question, close it to ensure you reference only the relevant file(s) for

a test item.

Situational Judgment Items


related situation and a list of responses that an individual might take. See Figure 12 for a sample

SJT item.

During the test you will be asked to rate the effectiveness of each response using a drop-down

menu. A 7-point scale is provided, with 1 being very ineffective and 7 being very effective.

See Appendix B: Situational Judgment Test (SJT) Item Scale for more information.





SJT item.



information.




April 2018 72

Figure 14: SJT Test Item





example, the first response shown in Figure 14 has a keyed effectiveness rating (the best rating)

from the SMEs of a 6. This test taker rated that response a 7. The test taker will receive a

fraction of a point for being close to the keyed effectiveness rating. The test taker would receive

full credit if he or she had rated the response a 6.

Test Specification Plan for Sr. VSR Skills Certification

The Test Specification Plan details the categories of content areas the test covers. The Test

Specification Plan Weight column indicates the percentage proportion of the test measuring

each category. Note that Post-determination includes both adjudication and authorization

items.



April 2018 73

KSA # KSA Text % of

Test

Development 39%

1-01

Knowledge of information needed to make a ready for decision

determination (e.g., service treatment records, medical exams, service

period)

1-02

Knowledge of special determination and administrative decision

procedures and implications for eligibility (e.g., COD, LOD, VA Form

21-4176)

1-03 Knowledge of procedures and case management for handling special issues, flashes, and consolidated claims

1-04

Knowledge of the different procedures for obtaining Federal

information/evidence and verifying service records (e.g., PIES, DPRIS,

NPRC, RMC, VA Form 21-8359, JSRRC and/or working with the MRS)

1-05 Knowledge of the 5103 notice letter

1-06 Knowledge of the appropriate medical exams (i.e., DBQs) and opinions to be requested for a Veteran's claimed disability (body systems and

specialty exams)

1-07 Knowledge of procedures for processing individual unemployability (IU)

claims

1-08 Knowledge of procedures for obtaining and handling private treatment

records

1-09 Knowledge of fully developed claim (FDC) procedures

1-10 Knowledge of different service-connected requirements and procedures for active component versus reserve/guardsmen components (e.g., Title

10/Title 32)

1-11 Knowledge of Intent to File (ITF) and Request for Application (RFA)

procedures

1-12

Knowledge of how to exchange records with Federal agencies (e.g.,

Social Security Administration, Department of Labor, Internal Revenue

Service, and Bureau of Prisons)

1-13 Knowledge of BDD, IDES, and Quick Start procedures

Mentoring 14%



April 2018 74

KSA # KSA Text % of

Test

2-01 Ability and willingness to make a decision

2-02 Ability to independently plan activities and prioritize work

2-03 Ability to show courtesy, respect, and fairness toward Veterans, the

general public, and co-workers from a variety of backgrounds

2-04 Ability to listen and be empathetic to the situation while remaining objective

2-05 Ability to work as part of a team to accomplish a goal (e.g., assist with

development; provide input regarding complex and/or ambiguous cases)

2-06 Ability to explain and understand others (e.g., tailor complex medical-legal decisions appropriately to audiences of different abilities)

2-07 Ability to provide and accept constructive feedback from team members

and maintain poise

Post-determination 47%

3-01 Knowledge of the difference between retired pay, separation pay,

severance pay, recoupment, and the amounts that should be withheld

3-02 Knowledge of matching programs and 800 series work items

3-03 Knowledge of Pension regulations (e.g., income, dependency, and net worth determination)

3-04 Knowledge of drill pay procedures (e.g., how to offset)

3-05 Knowledge of return to and release from active duty procedures (e.g.,

how to adjust benefits)

3-06 Knowledge of apportionment procedures

3-07 Knowledge of dependency benefits (e.g., school children, dependent

parents, adopted and stepchildren, helpless, validity of marriages)

3-08 Knowledge of effective dates (e.g., identifying date of claim, payment dates)

3-09 Knowledge of claimant notification procedures to include ADL

(Automatic Decision Letter)

3-10 Knowledge of due process procedures



April 2018 75

KSA # KSA Text % of

Test

3-11

Knowledge of available VA and Federal benefits for Veterans and

dependents and basic eligibility requirements and forms for ancillary

benefits (e.g., Chapter 35, special adaptive housing, automobile

allowance)

3-12 Knowledge of administrative denial

3-13 Knowledge of the appeals process (e.g., time limits, recognizing an

appeal, attorney fees)

3-14 Knowledge of Aid and Attendance/Housebound benefits

3-15 Knowledge of processing procedures for incarcerated and fugitive felon

Veterans

3-16 Knowledge of VA diagnostic codes and special monthly compensation

codes

3-17

Knowledge of the procedures associated with and the roles of Veterans

service organizations (VSOs)/POAs/agents/attorneys for compensation

and pension disability claims

3-18 Knowledge of simultaneous awards processing in preventing improper overpayments, debts, and recoupments

3-19 Knowledge of hospital adjustments (e.g., convalescence, SMC reduction)

Post-determination items will be tested in Session 1, leaving Development and Mentoring

items for Session 2.

Reference List for Sr. VSR Skills Certification Test

Online reference resources used in performing your job (e.g., CPKM, the Compensation

Service homepage, local links or databases) will be available on each computer during the test.

You are responsible for bringing any other reference materials to the test. The following

materials were used in developing the test and are recommended for study and reference during

the test:

CPKM

Compensation Service Intranet site and Compensation Service FAQs

CS VETSNET Awards User & Help Guides “Priors Screen and Audit Error

Worksheets (AEWs)”

Federal Benefits for Veterans and Dependents

http://vbaw.vba.va.gov/bl/21/systems/docs/duplicateaews.pdf

http://vbaw.vba.va.gov/bl/21/systems/docs/duplicateaews.pdf



April 2018 76

KnowVA


M21-1

M21-4

OFO Letters

Rate Charts

U.S.C. Section 5103

User Guides - AMIE/CAPRI, PCGL, SHARE, VACOLS, VBMS

38 CFR Parts 1, 3, 4, 19, 20

38 CFR 4.16a

38 CFR 4.17


An online preparatory (practice) test for the Sr. VSR test is available on the Skills Certification

website. The prep test is a short, interactive tutorial introducing you to the testing interface and

providing sample test item types.

Just Sufficiently Qualified (JSQ) Sr. VSR


Plan, they are asked to consider a description of a “just sufficiently qualified” SrVSR. This

JSQ definition is intended to describe the capabilities and proficiency level of a certified

SrVSR and the target audience to which SMEs develop test items.

A Sr. VSR who:

Is familiar with VA benefits and provides accurate information to Veterans and

claimants.

Is able to independently process a variety of claims.

Identifies evidence required and accurately requests evidence to make a case ready for

decision.

Decides the necessity for examinations, and may decide the need for additional medical

opinions and examinations.







April 2018 77


Effectively reviews and authorizes cases and gives appropriate feedback.

Offers appropriate mentoring/training assistance when needed.


VSR Test Specifics

April 2018 78

VSR Skills Certification Test

A VSR must meet certain criteria to be eligible to sit for the Skills Certification test. If you are

not certain about your eligibility, talk with your supervisor and refer to the VBA Skills

Certification website for the specific policies governing the tests;


The scored portion of the VSR test includes 100 scored items. The test also includes a number

of additional pilot items being tested for use on future tests. These do not count toward your

score. Treat all questions equally, as pilot items will not be identified.

You will have 3 hours in the morning to answer the first half of the questions, a 1-hour break

for lunch, and 3 hours in the afternoon to answer the remaining half of the test.

Test Specification Plan for VSR Skills Certification



each category. For KSA categories that cover large areas, such as Benefits of Work Processes,

the specification is broken out to describe the major elements within the category.

KSA # KSA Text

% of

Test

Benefits & Services

Eligibility 9%

1A-1 Knowledge of available VA benefits and basic eligibility requirements

Dependents

Veterans

1A-2 Knowledge of administrative decisions and procedures

Character of Discharge (COD)

Line of Duty (LOD)/Willful misconduct

Dependencies (adopted child or stepchild)

Administrative error

1A-3 Knowledge of service-connected requirements for different types of service

Active components

Reserve components

National Guard components

Development 33%

1B-1 Knowledge of theories of service connection

Direct

Presumptive

Secondary

Aggravation

1B-2 Knowledge of procedures for obtaining service treatment and personnel

records

National Personnel Records Center (NPRC)/Personnel Information Exchange System (PIES)

Records Management Center (RMC)

Healthcare Artifacts and Image Management Solution (HAIMS)



VSR Test Specifics

April 2018 79

KSA # KSA Text

% of

Test

Defense Personnel Records Imaging System (DPRIS)

Fire-related

1B-3 Knowledge of 5103 notice requirements

General

1B-4 Knowledge of processing individual unemployability (IU) claims

Review and processing of claim

Developing for employment information

1B-5 Knowledge of case procedures for handling special issues

Agent Orange/Environmental Hazards/Asbestos

Verification of PTSD stressor(s)

1B-6 Knowledge of procedures for processing claims received from reservists and

guardsmen

General

1B-7 Knowledge of the impact of records specialist duties on the claims process

Joint Services Records Research Center (JSRRC)

Military Records Specialist (MRS)

1B-8 Knowledge of what are acceptable substitutions for service treatment records

Private medical records

Buddy statements/police reports

Combat Veteran statement

1B-9 Knowledge of 1151 claims and procedures

General

1B-10 Knowledge of how to exchange records with Federal agencies

Social Security Administration (SSA)

Department of Defense (DoD)

Bureau of Prisons (BoP)

1B-11 Knowledge of information needed to make a ready for decision determination

General

Dependency 5%

1C-1 Knowledge of principles and procedures for adding and removing dependents

Child (stepchild, adopted child, biological, and helpless)

School child

Spouse

Awards Procedures

Awards 20%

2A-1 Knowledge of effective dates

Date of claim

Day after RAD (release from active duty)

Intent to File (ITF)

Dependency (Sharp vs. Shinseki/schoolchild/date of event)

Rate charts

2A-2 Knowledge of recoupment and offset policies and procedures

Separation/readjustment

Severance pay

Drill pay

Retired pay


VSR Test Specifics

April 2018 80

KSA # KSA Text

% of

Test

2A-3 Knowledge of return to and release from active duty procedures

General

2A-4 Knowledge of proposed incompetency award procedures

Withholding retroactive benefits

Brady Bill

2A-5 Knowledge of special monthly compensation codes

Loss of use

Housebound (in fact and statutory)

Aid and attendance

2A-6 Knowledge of apportionment procedures

Initial award (withhold future funds/payee code)

Making the administrative decision (VA Form 441)

Work Processes & Procedures

Appeals 6%

3A-1 Knowledge of appeals process

Notice of disagreement (VA Form 0958)

Perfected appeal (VA Form 9)

Impact on claims process

3A-2 Knowledge of the role and decisions of the Board of Veterans Appeals (BVA) and U.S. Court of Appeals for Veterans Claims (CAVC)

General

3A-3 Knowledge of private attorney fees

General

Organizational 20%

3B-1 Knowledge of claimant notification procedures

Due process

Decision notification

(payment rates and dates, ancillary benefits, appeal rights)

3B-2 Knowledge of due process procedures

General

3B-3 Knowledge of end product (EP) codes

General

3B-4 Knowledge of fully developed claim (FDC) policies and procedures

General

3B-5 Knowledge of recognizing and verifying power of attorney (POA)

General

3B-6 Knowledge of ancillary benefits

Chapter 35

Auto allowance/special adaptive auto

SAH/SHA

3B-7 Knowledge of processing procedures for incarcerated Veterans

General

3B-8 Knowledge of consolidated claims procedures

General

Medical Symptoms & Conditions

Development 7%


VSR Test Specifics

April 2018 81

KSA # KSA Text

% of

Test

4A-1 Knowledge of medical characteristics and risk factors to include requesting

exams and medical opinions, and review medical evidence for ready for

decision determinations

Selecting DBQs and requesting medical opinions

Appropriateness of exams for rating purposes

Exclusions to contract exams

Reference List for VSR Skills Certification Test

Online reference resources that you use in performing your job (e.g., CPKM, the Compensation

Service homepage, local links or databases) will be available on each computer during the test.

You are responsible for bringing any other reference materials to the test. The following

materials were used in developing the test and are recommended for study and reference during

the test:

Compensation Service Intranet site and Compensation Service FAQs

CPKM

Federal Benefits for Veterans and Dependents

KnowVA


M21-1

M21-4

Medical EPSS

OFO letters

Rate Charts

User Guides - AMIE/CAPRI, PCGL, SHARE, VACOLS, VBMS

38 CFR Part 1, 3, 4, 19, 20

38 CFR 4.16a, 4.17

38 U.S.C. Section 5103

Online Prep Test Tool An online prep test (practice) test for the VSR test is available on the Skills Certification

website. It is a short, interactive tutorial that introduces you to the testing interface and

provides sample questions.




VSR Test Specifics

April 2018 82

Just Sufficiently Qualified (JSQ) VSR


Plan, they are asked to consider a description of a “just sufficiently qualified” VSR. This JSQ

definition is intended to describe the capabilities and proficiency level of a certified VSR and

the target audience to which SMEs develop test items.

A VSR who:

Is an advocate who is familiar with VA benefits and provides accurate information to

Veterans and claimants consistent with I CARE Core Values.

Is able to independently process a variety of routine claims.

Identifies evidence required and accurately requests evidence to make a case ready for

decision.

Decides the necessity for examinations, and may decide the need for additional medical

opinions and examinations.



May need assistance and additional time with complex claims.



Appendix A

April 2018 1

Appendix A: Understanding the Individual Feedback Report

Below is a sample Individual Feedback Report. Note the additional information helping you

understand your Feedback Report in the red margin boxes.

This chart displays

your score in

comparison to the average score of

those who took the

same test.

The pass line

represents the

score required to

pass the test.

In this example,

the candidate

passed the test and performed higher

than the average

test taker.


Appendix A

April 2018 2

This chart displays your performance on each knowledge area of the test. Knowledge areas are

listed in descending order of test representation. Focus your efforts on the areas with the

highest percentages first. In this example, the candidate might focus on the top three

knowledge areas listed.


Appendix A

April 2018 3

This section of the report provides details for each Knowledge Area. The top bar indicates the

percentage and number of test items answered correctly in each knowledge area.

Under each knowledge area heading is a list of KSAs in which the candidate missed at least one test

question. The information provided below each KSA will give test candidates clues to the questions

missed, and the training and references that need to be reviewed to improve skills in that area.


Appendix B

April 2018 1

Appendix B: Situational Judgment Test (SJT) Item Scale

Below is a description of the SJT item scale in further detail. The ratings for the SJT

responses, like all test items, are developed by a group of VBA SMEs. There is a “VBA

way” of interaction between employees and VBA stakeholders, although this may be

influenced by personal styles of communication. To reflect this, test takers are given partial

credit if their responses are close to the best rating for a given action.

7 – Very effective

Contains many positive behaviors that:

o lead to many very positive outcomes,

o exactly represent “the VBA way,” and

o represent the ideal response.

6 – Moderately effective

Contains multiple positive behaviors that:

o lead to several positive outcomes,

o somewhat represent “the VBA way,” and

o do not represent the ideal response.

5 – Slightly effective

Contains at least one positive behavior that:

o leads to one or two marginally positive outcomes and

o slightly represents or differs from “the VBA way.”

4 – Neither effective nor ineffective

This action will not help or hurt the situation.

3 – Slightly ineffective

Contains at least one negative behavior that:

o leads to one or two marginally negative outcomes and

o differs from “the VBA way.”

2 – Moderately ineffective

Contains multiple negative behaviors that:

o lead to several negative outcomes,

o do not represent “the VBA way,” and

o are bad behaviors to exhibit.

1 – Very ineffective

Contains many negative behaviors that:

o lead to many very negative outcomes,

o do not represent “the VBA way,” and

o are the worst behaviors to exhibit.


Appendix C

April 2018 1

Appendix C: Certification Preparation Checklists

Begin a dialog with your supervisor concerning your preparation for the Skills Certification

Examination now. It is never too early to discuss and plan your preparation for the Skills Certification

Examination.

As you approach eligibility

____ Review the Readiness Guide.

____ Take the Certification Prep Test.

____ Identify area(s) in which you are deficient.

____ Identify resources necessary for review/preparation.

____ Create a plan to determine what content and how you will review.

____ Discuss your plan for review/progress with your supervisor.

____ Inquire about any test preparation/review opportunities that may be offered at your station.

____ Organize notes/files/binders with personal reference information.

One month prior to certification

____ Finalize organization of personal reference information.

____ Compose a list of shortcuts to create on your test environment PC.

____ Review timeline for personal review plan.

____ Participate in any training provided locally.

One day prior to certification

____ Prepare to physically move any personal reference material to the test environment.

____ Configure your browser settings.

____ Set up shortcuts on test environment PC.

On exam day

____ Arrive on time.

____ Bring your photo ID.

____ Ensure that you have all materials needed (you will not be able to return to your work area

until the test is completed).

____ Check your testing environment PC to ensure it is working properly and can open

PDF files.


Appendix D

April 2018 1

Appendix D: Guide to Statement of the Cases (SOC);

Supplemental Statement of the Case (SSOC); Laws and Regulations

Citations

This guide has been prepared for training purposes only.

Purpose: This guide is intended for use by DROs and RVSRs assigned to the Appeals Team or

working appeal issues within their respective team. The list is not all inclusive; therefore, the laws

and regulations cited herein are those found to be consistently required when preparing an

SOC/SSOC.

Basic Laws and Regulations To be included in all SOCs . Do not need to repeat in the SSOC if included in the SOC. If law was not on SOC, then it needs to be included on the SSOC.

Title 38 CFR

38 38 U.S.C. 5107(a) Claimant Responsibility

38 U.S.C. 5107(b) Benefit of Doubt

38 38 CFR 3.102 Reasonable Doubt (if evidence equipoise)

39 38 CFR 3.103 Procedural Due Process and Appellate Rights

38 CFR 3.104(a) Finality of Decisions

38 CFR 3.159

Department of Veteran Affairs Assistance in

Developing Claims

38 CFR 19.32

Closing of Appeal for failure to Respond to

SOC

38 CFR 20.302

Time Limit for Filing NOD, Substantive

Appeal, and Response to SSOC

38 CFR 20.201 Requirements for Valid and complete NODs

38 CFR 19.23 Definition of complete NOD

38 CFR 19.24 Definition of NOD

38 CFR 20.501 If Contested Claim

38 CFR 3.1 and 38 CFR 3.6 If Reserves/National Guard

Service Connection

TITLE 38 U.S.C. 1110 (Wartime) Basic Entitlement

TITLE 38 U.S.C. 1131 (Peacetime) Basic Entitlement

TITLE 38 U.S.C. 1153

38 CFR 3.306

38 CFR 3.322 (a)

38 CFR 3.322 (b)

Aggravation

Aggravation of Pre-service Disability

Aggravation of Service-Connected

Disability

TITLE 38 U.S.C. 1154(b) Consideration to be accorded time, place and

circumstances of service (combat)

38 CFR 3.303 Principles Relating to Service Connection

38 CFR 3.304 Direct Service Connection; Wartime &

Peacetime (All)

http://uscode.house.gov/uscode-cgi/fastweb.exe?getdoc+uscview+t37t40+999+1++%28%29%20%20AND%20%28USC%20w%2F10%20%285107%29%29%3ACITE%20%20%20%20%20%20%20%20%20

http://uscode.house.gov/uscode-cgi/fastweb.exe?getdoc+uscview+t37t40+999+1++%28%29%20%20A

http://vbaw.vba.va.gov/bl/21/publicat/Regs/Part3/3_102.htm




http://ecfr.gpoaccess.gov/cgi/t/text/text-idx?c=ecfr;sid=6ce39d38fb4605364f77d784fc2ddef6;rgn=div5;view=text;node=38%3A2.0.1.1.4;idno=38;cc=ecfr


http://www.law.cornell.edu/cfr/text/38/20.201




http://uscode.house.gov/uscode-cgi/fastweb.exe?getdoc+uscview+t37t40+323+0++%28%29%20%20AND%20%28%2838%20%29%20ADJ%20USC%29%3ACITE%20AND%20%28USC%20w%2F10%20%281110%29%29%3ACITE%20%20%20%20%20%20%20%20%20

http://uscode.house.gov/uscode-cgi/fastweb.exe?getdoc+uscview+t37t40+336+0++%28%29%20%20AN









Appendix D

April 2018 2

38 CFR 3.304(f) Post Traumatic Stress Disorder due to

Combat or Sexual Trauma

Presumptive (Service Connection)

38 CFR 3.307 Presumptive (chronic, tropical or prisoner-of-

war related disease, or disease associated with

exposure to certain herbicide agents; wartime

and service on or after January 1, 1947)

38 CFR 3.309(a) Presumptive Chronic

38 CFR 3.309(b) Tropical Diseases

38 CFR 3.309(c) POW Status (interned/detained not less than 30

days)

38 CFR 3.309(d)

38 CFR 3.311

Diseases specific to radiation-exposed veterans

Exposure to Ionizing Radiation

38 CFR 3.309(e) Disease associated with exposure to certain

Herbicide Agents

38 CFR 3.313 Claims Based on Service in Vietnam

38 CFR 3.316 Claims Based on Chronic Effects of Exposure

to Mustard Gas

38 CFR 3.317 Undiagnosed Illness (Gulf War)

38 CFR 3.318 Amyotrophic Lateral Sclerosis (ALS)

Specific Issues

38 CFR 3.1000

38 U.S.C. 5121

Accrued (payment of certain accrued benefits

upon death of a beneficiary)

38 CFR 3.808 Automobiles or other conveyances;

certification

38 CFR 3.807 Chapter 35

38 CFR 3.12 Character of Discharge

38 CFR 4.9 Congenital or developmental defects

38 CFR 3.358 & 38 CFR 3.800 Claims under 38 U.S.C. 1151

38 CFR 3.361 Benefits under 38 U.S.C. 1151(a) for

additional disability or death due to hospital

care, medical or surgical treatment,

examination, training and rehabilitation

services, or compensated work therapy

program

38 CFR 4.25 Combined Rating Tables

38 CFR 3.6 Duty Periods

38 CFR 3.114 Change of law or Department of Veterans

Affairs issue.

38 CFR 3.109 Effective Dates



38 CFR 3.401 Effective Dates - Veteran














http://uscode.house.gov/uscode-cgi/fastweb.exe?getdoc+uscview+t37t40+1011+5++%28%29%20%20AND%20%28USC%20w%2F10%20%285121%29%29%3ACITE%20%20%20%20%20%20%20%20%20
















Appendix D

April 2018 3

38 CFR 3.402 Effective Dates – Surviving Spouse

38 CFR 3.403 Effective Dates - Children

38 CFR 3.404 Effective Dates – Parents

38 CFR 3.405 Effective Dates – Filipino Veterans and

Survivors

38 U.S.C. 5313 Fugitive Felon

38 CFR 3.385 Hearing Loss

38 CFR 3.356 Helpless Child (Conditions which determine

permanent incapacity for self-support)

38 CFR 4.127 Mental retardation and personality disorders

38 CFR 3.31 Omnibus (Commencement of the period of

payment)

38 CFR 3.350 Special Monthly Compensation Ratings

38 CFR 3.51(a-d)

Special monthly dependency and indemnity

compensation, death compensation, pension

and spouse's compensation ratings

38 CFR 3.352(a) Basic criteria for regular aid and attendance

and permanently bedridden

38 CFR 3.806 Death gratuity; certification

38 CFR 3.809(a) Special Adapted Housing under 38 U.S.C.

2101(a)/Special Home Adaptation

38 CFR 3.310 Secondary Conditions (Disabilities that are

proximately due to, or aggravated by, service-

connected disease or injury)

38 CFR 3.50 Spouse and surviving spouse

38 CFR 3.1(n)

-3.301(c)(2)

-3.301(c)(3)

Definitions- Willful Misconduct/LOD plus

Alcoholism

Drug Abuse

38 CFR 3.383 Special Consideration for paired Organs and

extremities

38 U.S.C. 1702 Presumption of Soundness Related to

Psychosis

Increased Evaluation Denied

38 CFR 3.321(a)(b)(1) General Rating Considerations

38 CFR 3.655 Failure to report for VAE

38 CFR 4.1 Essentials of Evaluative Ratings

38 CFR 4.2

(only if VAE was performed)

Interpretation of Examination Reports

38 CFR 4.3 Resolution of Reasonable Doubt

38 CFR 4.6 Evaluation of Evidence

38 CFR 4.7 Higher of Two Evaluations

38 CFR 4.10 Functional Impairment

38 CFR 4.20

Appropriate Diagnostic Code(s) 38 CFR Part 4

Schedule for Rating Disabilities





http://uscode.house.gov/uscode-cgi/fastweb.exe?getdoc+uscview+t37t40+1033+0++%28%29%20%20AND%20%28%2838%29%20ADJ%20USC%29%3ACITE%20AND%20%28USC%20w%2F10%20%285313%29%29%3ACITE%20%20%20%20%20%20%20%20%20

















http://www.law.cornell.edu/uscode/text/38/1702











Appendix D

April 2018 4

Analogous Ratings

NOTE: Include all Applicable Diagnostic Codes

Other Laws & Regulations Specific to Issues of Evaluation 38 CFR 3.321(a)(b)(1) Extra Schedular Evaluation

38 CFR 3.324 Multiple Non-compensable SC Disabilities

38 CFR 4.14 Avoidance of Pyramiding

38 CFR 4.20 Analogous Ratings

38 CFR 4.31 A No-percent Rating

38 CFR 4.68 Amputation Rule

NOTE: Cite all applicable diagnostic codes (DCs) that apply to a particular disability. A single

DC used in a rating will not always be the only pertinent DC to use when preparing an SOC.

You must provide other related codes as needed for clarity.

NOTE: If maximum evaluation is assigned, include all potential DC that allow for a higher

evaluation.

NOTE: When a change in law revises 38 CFR Part 4, Schedule for Rating Disabilities, provide

both old and new rating schedule criteria.

Additional Regulations When Evaluating a Joint

38 CFR 4.40 Functional Loss (Deluca)

38 CFR 4.45 The Joints (Deluca)

38 CFR 4.59 Painful Motion

Additional Regulations When Evaluating a Mental Condition 38 CFR 4.126 Evaluation of Disability from Mental Disorders

38 CFR 4.130 Schedule of Ratings-Mental Disorders

Additional Regulations When Evaluating Hearing Loss

38 CFR 3.383 (a)(3) Special Consideration for paired Organs and

extremities

38 CFR 4.85 Evaluation of Hearing Impairment

38 CFR 4.86

Tables VI

VIA

VII

Evaluation Tables

Hearing impairment based on puretone

threshold average &speech discrimination

Hearing impairment based only on puretone

threshold average

Percentage evaluation for hearing impairment

(diagnostic code 6100)

Note: Mandated use of Hearing Loss Calculator (User Guide)

Review TL 10-02 Adjudicating Claims for Hearing Loss and/or Tinnitus; TL 09-05 Adjudicating

Claims for Hearing Loss and/or Tinnitus

Additional Regulations When Evaluating Scars

38 CFR 4.118 Schedule of ratings-skin

DC 7800 Burn scar(s) of the head, face, or neck; scar(s)

of the head, face, or neck due to other causes;

or other disfigurement of the head, face, or

neck














http://vbaw.vba.va.gov/bl/21/Publicat/Regs/Part4/4_86.htm

http://vbaw.vba.va.gov/bl/21/rating/rat00.htm

http://vbaw.vba.va.gov/bl/21/rating/rat00.htm

http://vbaw.vba.va.gov/bl/21/publicat/Letters/TrngLtrs.htm

http://vbaw.vba.va.gov/bl/21/publicat/Letters/TrngLtrs.htm



Appendix D

April 2018 5

DC 7801 Burn scar(s) or scar(s) due to other causes, not

of the head, face, or neck, that are deep and

nonlinear

DC 7802 Burn scar(s) or scar(s) due to other causes, not

of the head, face, or neck, that are superficial

and nonlinear

DC 7804 Scar(s), unstable or painful:

DC 7805 Evaluate any disabling effect(s) not considered

in a rating provided under diagnostic codes

7800-04 under an appropriate diagnostic code.

Review FL 08-44 Final Rule: Schedule for Rating Disabilities; Evaluation of Scars

Entitlement To Total Compensation On Account of IU 38 CFR 3.321(b)(1) Extra Scheduler Consideration (Compensation)

38 CFR 3.340 Total and Permanent Total Ratings and

Unemployables

38 CFR 4.15 Total Disability Ratings

38 CFR 4.16 Total Disability Ratings Based on IU

38 CFR 4.18 Unemployability

38 CFR 4.19 Age in service-connected claims

NOTE: Review Rice v. Shinseki Decision (06-1445) regarding TDIU Claims and,

FL 13-13 Claims for Total Disability Based on Individual Unemployability (TDIU)

Permanent and Total for Pension Purpose 38 CFR 3.321 General rating considerations

38 CFR 3.321(b)(2) Extra-Schedular Consideration

38 CFR 3.327 Reexaminations

38 CFR 3.340 Total and Permanent Ratings and IU

38 CFR 3.342 Permanent and Total Disability Ratings for

Pension Purposes

38 CFR 4.15 Total Disability Ratings

38 CFR 4.17 Total Disability Ratings for Pension Based on

IU and age of Individual

Diagnostic Code(s) for Disability(ies) 38 CFR Part 4, Schedule for Rating Evaluated

Disabilities

Pension Income 38 CFR 3.3 Pension

38 CFR 3.23 Improved pension rates-Veterans and surviving

spouses.

38 CFR 3.24 Improved pension rates-surviving children.

38 CFR 3.29 Rounding

38 CFR 3.260 and 38 CFR 3.271 Computation of Income

38 CFR 3.262 Evaluation of income

http://vbaw.vba.va.gov/bl/21/publicat/letters/fl2008.htm







http://vbaw.vba.va.gov/bl/21/advisory/CAVCDAD.htm

http://vbacodmoint1.vba.va.gov/bl/21/FastLetters/FLList.asp?year=2013
















Appendix D

April 2018 6

38 CFR 3.272 Exclusions from income

38 CFR 3.273 Rate Computation

38 CFR 3.275 Criteria for evaluating net worth

38 CFR 3.277

38 CFR 3.256

Eligibility reporting requirements

Claims Based on New and Material Evidence 38 CFR 3.105 Revision of Decision

38 CFR 3.156 New and Material Evidence

38 CFR 20.1100 & 38 CFR 20.1104 (only

if denial previously upheld by BVA)

Finality of Decisions of the Board and

Finality of Determination of the Agency of

Original Jurisdiction Affirmed on Appeal

Service Connection for Cause of Death Denied

38 CFR 3.303 Principles Relating to SC

38 CFR 3.304

38 CFR 3.304(f)

Direct SC

Post Traumatic Stress Disorder

38 CFR 3.312 Cause of Death

38 CFR 3.307 & 38 CFR 3.309 (delete

parts of regulation not applicable)

Presumptive Conditions (chronic, AO, POW, etc.)

Veterans Rated Total at Time of Death (10 Years, 5 Years, or 1 Year)

38 CFR 3.22 DIC Benefits for Survivors of Certain Veterans

Rated Totally Disabled at Time of Death

Other Rating Issues

Competency

38 CFR 3.353 Determination of Incompetency/Competency

Paragraph 29

38 CFR 4.29 Ratings for service-connected disabilities requiring

hospital treatment or observation

Paragraph 30

38 CFR 4.30 Convalescent Ratings

Dental (Teeth Only)

38 CFR 3.381 SC of Dental Conditions for Treatment Purposes

Revision of Decision

38 CFR 3.105(a)

38 CFR 3.105(b)

38 CFR 3.105(d)

Clear & Unmistakable Error (CUE)

Difference of Opinion

Severance

38 CFR 3.2600 Review of Benefit Claims Decision

Reductions in Evaluation

38 CFR 3.105(e) Reduction in Evaluation (Comp)








http://ecfr.gpoaccess.gov/cgi/t/text/text-idx?c=ecfr&sid=39c7e367a71c8efc570650851b266303&rgn=div5&view=text&node=38:2.0.1.1.5&idno=38



















Appendix D

April 2018 7

38 CFR 3.343 Continuance of Total Disability Ratings (If

Reduced from Total, including IU)

38 CFR 3.344 Stabilization of Disability Evaluations

38 CFR 3.951 Preservation of Disability Ratings

38 CFR 3.957 Service Connection

Entitlement to an Earlier Effective Date

38 CFR 3.155 Informal Claim

38 CFR 3.400

38 CFR 3.400(b)(2)

38 CFR 3.400(c)

38 CFR 3.400(0)

38 CFR 3.400(q)

38 CFR 3.400(r)

38 CFR 3.400(x)

General Regulation on Effective Dates

Service Connection

(Direct/Presumptive)

Death Benefits

Increased Evaluation

New and Material Evidence

Reopened Claims

Determination of Incompetency


38 CFR 3.401 Effective Dates - Veteran

38 CFR 3.402 Effective Dates – Surviving Spouse

38 CFR 3.403 Effective Dates - Children

38 CFR 3.404 Effective Dates - Parents

38 CFR 3.405 Effective Dates – Filipino Veterans and

Survivors

Timeliness of Appeal

38 CFR 3.109 Time Limit

38 CFR 3.156 New and Material Evidence

38 CFR 3.160(d) Status of Claims-Finally Adjudicated Claim

38 CFR 20.303 Extension of time for filing Substantive Appeal

and response to Supplemental Statement of the

Case.

38 CFR 20.305 Computation of time limit for filing.

38 CFR 20.1103 Finality of determinations- appeal not perfected

38 CFR 20.1104 Finality of determinations-affirmed on appeal



























Appendix D

April 2018 8

Other Appealable Issues

Burial

38 CFR 3.954 Burial allowance

38 CFR 3.1607 Cost of flags

38 CFR 3.1608 Non-allowable expenses

38 CFR 3.1612 Monetary allowance in lieu of a Government-

furnished headstone or marker

Quick Links Fenderson v. West, January 29, 1999,

No. 96-947

Evaluating disability levels; Application of 38

CFR §§ 4.40 and 4.45; “Staged” ratings

Tatum v. Shinseki, September 28, 2009, No.

07-2728

Applying Various Regulations to Rating

Schedule

Hensley v. Brown, May 18, 1993, No. 91-

1179

Reasons or bases, 38 CFR § 3.385, benefit-of-

the-doubt rule

McLendon v. Nicholson, June 5, 2006, No.

04-0185

Duty to Assist - Examinations.

Nieves-Rodriguez v. Peake, December 1,

2008, No. 06-0312

Medical Opinions

Rice v. Shinseki, May 6, 2009, No. 06-1445 TDIU Claims












Appendix E

April 2018 1

Appendix E: Browser Setup Instructions

The purpose of this appendix is to ensure the PC used for Skills Certification testing is set up

properly. These steps should be performed before test day, but if not, before testing begins.

Step 1. Verify PDF access.

What do you see?

a. If this document opened in a new tab or window, continue to step 3.

b. Is the testing window no longer accessible? If so, this document did not open in a

new tab or window. Continue to step 2.

Step 2. Configure browser settings.

The following steps ensure documents open in a new window or tab:

a. Select Tools from the menu or the Gear icon in the upper right corner of the

window.

b. Select Internet Options.

c. In the Tabs section, select the Settings button (Figure 1).

d. Make sure Enable Tabbed Browsing is checked (Figure 2).

e. Make sure Warn me when closing multiple tabs is checked.

f. In the section, Open links from other programs in, select A new window. The

current tab or window should not be selected.

g. Close and restart the browser.

h. Continue to step 3.

Figure 1. Internet Options Figure 2. Tabbed Browsing Settings


Appendix E

April 2018 2

Step 3. Validate documentation shortcuts.

a. With the Test PortalTest Portal window open in a browser, select a documentation

shortcut on the PC desktop.

b. Does the documentation shortcut open in a separate window?

a. If Yes, the documentation opened properly. Continue to step 4.

b. If No, repeat step 2 to re-configure the browser settings.

Step 4. Verify Compatibility View mode is turned OFF. Test answers may not save properly if the browser is using Compatibility View mode.

Follow one of the methods below to ensure it is OFF.

a. Method 1: If a torn paper icon displays in the address bar, what color is it (Figure

3)?

1) If it is gray, the browser is configured properly.

2) If it is blue, select it to turn Compatibility View off.

3) If no icon displays, use method 2.

Figure 3. Torn paper icon

b. Method 2: Select Tools from the menu bar. Is Compatibility View checked

(Figure 4)?

1) If it is not checked, the browser is configured properly.

2) If it is checked, select Compatibility View in the menu to uncheck it.

3) If Compatibility View is not in the menu list, use method 3.

Figure 4. Tools menu


Appendix E

April 2018 3

c. Method 3: Select Tools > Compatibility View Settings from the menu bar. In the

popup that displays, is Camber.com included in the “Websites you’ve added to

Compatibility View:” list (Figure 5)?

1) If the site is not listed, the browser is configured properly.

2) If the site is listed, select it and select the Remove button.

Figure 5. Compatibility View Settings popup

Step 5. Setup is complete.


Appendix F

April 2018 1

Appendix F: Section 508 Compliance

The Skills Certification Test Portal is Section 508 compliant. Part of the Rehabilitation Act of 1973,

Section 508 established guidelines for technology accessibility requiring that members of the public

with disabilities have access to and use of information and data.

All links, buttons, and controls in the Test PortalTest Portal are accessible using key presses.

Tabbing provides access to active content and all question text. Links and buttons are assigned

access keys, which are defined in the table below. Buttons are accessed using Alt + access key.

Links are accessed using Alt + access key + Enter. All links have their access key underlined in the

text. Access keys are also defined in the Accessibility Information section of the Help file on the

Test PortalTest Portal.

Portal Screen Button/Link Access Key Sequence

Menu on all Screens Elapsed Time Link Alt + m + Enter

Help Link Alt + l + Enter

Logout Link Alt + o + Enter

Login System Check Link Alt + k + Enter

Setup Instructions Link Alt + i + Enter

Login Button Alt + o

System Check Return to Login Button Alt + u

Confidentiality Agreement Continue Button Alt + n

Welcome Continue Button Alt + s + Enter

SJT Instructions Link Alt + n

Question Next Button Alt + n

Previous Button Alt + p

Skip to Question Link Alt + u + Enter

SJT Rating Scale Link Alt + s + Enter

Review Complete Session Button Alt + n

Previous Button Alt + p

Locked Session Continue Button Alt + n

Background Submit Button Alt + u

A Skip to Question link is provided for assistive technology or large scale viewing as a means to

skip the list of linked question numbers and focus on the question instructions.

Navigate question options in the following manner:

Radio Buttons


Appendix F

April 2018 2

Use the Tab key to reach a radio button which appears with a dotted box around it. This

radio button then has keyboard focus.

Use the arrow keys to move the keyboard focus between the radio buttons inside a radio

button group.

o Use the Down and Right arrow keys to move forward within the group

o Use the Up and Left arrow keys to move backward.

o When the Right or Down arrow is pressed on the last radio button in a group, its

focus will then cycle back to the first radio button in the group.

o Similarly, when the Up or Left arrows are pressed on the first radio button in the

group, then focus is placed on the last radio button in the group.

o Moving to a radio button using the arrow keys changes the selection of that radio

button.

Check Boxes

Use the tab key to navigate to a check box.

Drop-Down Lists

Tab to select a list.

Use the Up and Down arrows to select an item in the list.


Appendix G

April 2018 1

Appendix G: Understanding the Test Specification Plan (TSP)

The TSP details categories of knowledge, skills, and abilities (KSA), the KSAs, and the KSA facets

of content areas the test covers. A KSA category is a broad, job-related competency, such as

Leadership, Workload Management, or Claims Development, and includes multiple KSAs. A KSA

is a subset of a KSA category, and defines important content required for the job. Each KSA is

further detailed by facets, which are specific, non-overlapping aspects of the knowledge domain. A

Performance Level Goal (PLG) describes the level of competency needed for a KSA, which has

been predetermined by the VBA Test Development Committee (TDC). See the graphic below for

an example. The three columns on the right indicate whether a specific team will be tested on the

listed facet. A “” indicates it will be covered on the test, and an “X” indicates it will not be

covered on the test.