WMK1

Chapter 1

MOTIVATIONAL AND OUTREACH ACTIVITIES

1.01  Motivational and Outreach Procedures

          a.  Initial Veteran Readiness and Employment Motivational Contact

          b.  Duties at Outreach Events

          c.  Use of Social Media

          d.  Official VA Social Media Outlets

1.02  Outreach Initiatives

          a.  Purpose of Outreach Initiatives

          b.  Outreach Initiatives

1.01  Motivational and Outreach Procedures

(Change Date March 8, 2013)

Outreach is a proactive, intentional effort by individuals in an organization to connect its ideas or practices to the efforts of other organizations, groups and individuals.  Along these lines, the Department of Veterans Affairs (VA), Veteran Readiness and Employment (VR&E) staff are authorized and directed to contact Veterans with service-connected disabilities, employers, community organizations, and other entities in order to:

• Provide individualized comprehensive services which lead to claimants obtaining and maintaining suitable stable employment.
• Promote training opportunities supported by VR&E to all potentially eligible and entitled claimants.
• Increase community awareness of the VR&E program.
• Connect employers with VR&E as a potential source of training for claimants and a potential source of employment opportunities.
• Develop community relationships and support.

Through outreach, VR&E staff help individuals and groups learn about VR&E services and how to access them.  Effective promotion of training and employment opportunities includes:

• Coordination and cooperation with other disability and employment placement service providers and interested parties.
• Participation in job fairs and related community activities.
• Engagement in outreach activities to and consultation services with employers.
• Training on the Americans with Disabilities Act (ADA) and other relevant disability law.
• Assistance in determining and providing assistive technology or other reasonable accommodations needed by a claimant.
• How to apply for VA benefits, including electronically via va.gov.

a.  Initial Veteran Readiness and Employment Motivational Contact

(Change Date April 23, 2021)

1.  Initial Contact for Claimants with a Service-Connected Disability Rating

Initial VR&E motivational contact is established when the Veterans Service Center (VSC) processes an original or reopened claim that results in a service connected disability (SCD) rating of 10 percent or greater or an increased combined SCD rating of 20 percent or greater.  At the time of written notification of a rating decision the claimant is automatically provided information regarding how to apply for VR&E, including either a copy of VAF 28-1900, Application for Veteran Readiness and Employment for Claimants with Service-Connected Disabilities and VAF 28-8890, Important Information about Vocational Readiness Benefits, or an electronic reference in va.gov, depending on how the rating decision is issued, per M21-1.IX.i.1.A.3, M21-1.III.v.2.B.1.k, and M21-1.III.v.2.B.4.d.

2.  Initial Contact for Hospitalized Service Members

A Service member who is hospitalized and/or in a medical holding unit pending discharge for a disability that arose as a result of military service may be referred to VR&E through one of the following processes:

• Physical Evaluation Board (PEB) referral
• Military Service Status Referral (MSSR)
• VSC establishes a disability rating through an expedited memorandum rating

Within 10 days of VR&E’s receipt of referral related to a Service member’s hospitalization or assignment to a medical holding unit, a VRC must visit the Service member to establish initial motivational contact.

b.  Duties at Outreach Events

(Change Date November 19, 2015)

The duties of VR&E staff attending outreach events may include, but are not limited to, the following:

• Staff information tables with VR&E benefits information
• Address questions and concerns regarding VR&E benefits
• Assist claimants with completing an application for VR&E benefits
• Submit an After the Action Report after the event, to the VR&E Officer or designee within seven business days of the event
• VR&E Officer or designee updates the SharePoint site at the Outreach Reporting Tool .

For information on the inclusion va.gov could be used for outreach presentations, refer to M28C.IV.A.1.  For information on how to handle and store VR&E documents and claims during outreach activities, refer to M28C.II.A.2.  For information on motivation activities for active case transfers, see M28C.III.A.2.

c.  Use of Social Media

(Change Date March 25, 2020)

VR&E staff must adhere to VA-wide policies on the use of social media per  VA Directive 6515.

Any VA employee who is not officially authorized to speak on behalf of VA, must not state or infer in his or her communications that he or she represents VA in an official position. When acting within or outside of official capacities, a VA employee must draw a clear distinction between his or her personal views and professional duties. A VA employee must discourage claimants from seeking official VA determinations via social media and must inform the claimants that claims or requests must be submitted through VA designated channels to ensure protection of personal information and for any official response to be provided.

Additionally, each employee is responsible for the content he or she posts on social media and must be cognizant that posted comments remain public for long periods. A VA employee should include a disclaimer tin his or her posts that he or she does not represent the VA and/or specific business line.

The following are restrictions for the VR&E staff’s use of social media:

a) VR&E staff must not use his or her personal social media sites to conduct official VA business or communicate directly with claimants. 

b) VR&E staff must refrain from discussing with claimants or their designated representative regarding any VA claim-related issues via social media to ensure claimant’s protection of privacy.

c) VR&E staff must not respond as a VR&E employee to any postings on social media sites, unless officially designated to do so by a senior management official.

d) VR&E staff must adhere to the Code of Professional Ethics for Rehabilitation Counselors governing use of technology and media. 

d.  Official VA Social Media Outlets

(Change Date November 19, 2015)

VA has numerous official social media accounts that are established and maintained by VA Central Office staff, which can be accessed at The Official VA Social Media Directory.

1.  Facebook

Facebook is a social networking website where users can post comments, share content, live chat and stream short-form videos.  VBA manages a Facebook page, to allow for real-time feedback on various programs and services.  This page is also used to notify claimants and stakeholders of upcoming events and to make announcements.

2.  Twitter

Twitter is a social networking and microblogging service, which restricts messages, or “tweets” to 280 characters.  VBA manages an account on Twitter to share information and allow real-time feedback on various programs and services.

3.  Flickr

Flickr is a photo management and sharing site which is used to “put a face on” VA personnel, facilities, services, and claimants.  Refer to VBA’s Flickr site for more information.

4.  VAntage Point

VAntage Point is the official blog of the VA and provides a forum for Veterans, active-duty military, their families, and the general public to learn about the Department and its’ initiatives and to contribute feedback.  Refer to VBA's VAtange Point for more information.

5.  YouTube

YouTube is a video posting site to share and view videos, as well as respond to videos by written reply or video reply.  Refer to VBA's YouTube channel for more information.

6.  Instagram

Instagram is a photo and video sharing social networking service that allows individuals to share content, post comments, and live stream video content.  Refer to VBA’s Instagram for more information.

1.02  Outreach Initiatives

a.  Purpose of Outreach Initiatives

(Change Date November 19, 2015)

Outreach initiatives are designed to disseminate information to Service members, Veterans and dependents regarding the benefits available under VR&E so that the claimant or potential claimant can make an informed choice in the application for and pursuit of benefits and services.

b.  Outreach Initiatives

1.  Transition Assistance Program

(Change Date November 19, 2015)

TAP is a collaborative effort between the Departments of Defense, Education, Labor, Homeland Security, and Veterans Affairs, as well as the Office of Personnel Management-Feds Hire Vets program and the Small Business Administration-Boots to Business program.  TAP is designed to meet the needs of separating Service members and their spouses during their period of transition from military to civilian life.  TAP offers counseling, assistance in identifying and obtaining employment and training opportunities, information about Veterans’ benefits programs, and other related information and services. 

For more information on STAR evaluation of TAP Outreach Activities, refer to M28C.VIII.A.2. 

2.  Disabled Transition Assistance Program

(Change Date November 19, 2015)

The VA’s Disabled Transition Assistance Program (DTAP) is an integral component of our program of services and benefits to restore, to the greatest extent possible, the capability of Veterans who are seriously disabled.  DTAP encourages and aids potentially eligible Service members in making informed decisions about VA’s VR&E Program and provides assistance with filing applications for Chapter 31 and Chapter 36. 

For more information on DTAP, see VBA Letter 20-05-24 and VBA Letter 20-05-69.

3.  Post-Deployment Health Reassessment

(Change Date November 19, 2015)

The Department of Defense (DoD) launched the PDHRA Program to safeguard the well-being of a Service member.  While the initial focus of the PDHRA is on returning Reservists and National Guard members who fall within the three to six month post-deployment period, the program is also available to a Service member who has returned from deployment since September 11, 2001.  PDHRA events focus on reconnecting a Service member and his or her family with service providers to ensure that they are aware of and understand the benefits and resources that are available to help them overcome the challenges of reintegration.  VR&E’s participation in these events facilitates contact with OEF/OIF/OND Reservists, National Guard members, and Service members to provide them with information regarding VR&E benefits. 

Refer to PDHRA for more information.  For more information on STAR evaluation of PDHRA outreach, refer M28C.VIII.A.2.

4.  Yellow Ribbon Reintegration Program

(Change Date March 8, 2013)

Sponsored by DoD, the YRRP is designed to connect Service members and their families with information, services and referrals throughout the entire deployment cycle.  The goal of the YYRP is to provide reintegration assistance at 30-day, 60-day and 90-day intervals following demobilization.  YRRP events focus on reconnecting a Service member and their family with service providers to ensure that they are aware of and understand the benefits and resources that are available to help overcome the challenges of reintegration.  VR&E’s participation in these events facilitates contact with Service members and their families to provide them with information regarding health care, education and training opportunities, financial assistance, and legal benefits.

Refer to YRRP for more information and a list of events.  For more information on STAR evaluation of YRRP outreach, refer to M28C.VIII.A.2.

5.  Integrated Disability Evaluation System

(Change Date March 8, 2013)

A national Memorandum of Understanding (MOU) was signed by VA on January 17, 2012, and DoD on February 1, 2012, that provides guidance and responsibilities for stationing VRCs on military installations.  VRCs provide outreach and transition services to Service members transitioning through the IDES program.  VRCs engage the Service member early in their recovery, helping them identify the skills they have, the skills they need, and opportunities where those skills can be used for future employment. 

Services range from a comprehensive rehabilitation evaluation to determine abilities, skills and interests for employment purposes, to support services to obtain and maintain employment.  By physically placing VRCs at IDES locations on military installations, quality and timeliness of benefits delivery is improved by beginning the process of developing a new career that is uniquely appropriate for each individual’s desires and abilities during the transition process.

For more information on the integration of VR&E in the IDES process, role of IDES VRC in outreach, eligibility for referral to the IDES program, and IDES benefit briefings, refer to M28C.III.B.2.  For more information on STAR evaluation of IDES outreach, refer to M28C.VIII.A.2.

6.  VetSuccess on Campus

(Change Date March 8, 2013)

The VSOC program was designed to provide Service members, Veterans and dependents extensive support to ensure their needs are met as they transition from military to civilian life while pursuing their educational goals.  Under the VSOC program, VSOC VRCs are assigned to certain campuses throughout the United States to provide VA benefit information, referrals to VA medical facilities and local Veterans centers and information on local community and campus resources as well as employment and resume assistance.

For information on establishing a VSOC presence on campus, role of the VSOC in outreach, VSOC benefits coaching, VSOC readjustment counseling and transitional support, and VSOC VRC documentation of outreach activities, refer to M28C.III.B.3. For information on the VSOC VRC Monthly Student Tracking Report, refer to M28C.III.B.3.  For information on the VSOC VRC documentation of Educational and Vocational Counseling services.  For information on comprehensive services provided under VSOC program, refer to M28C.VII.A.1.  For information on STAR evaluation of VSOC outreach, refer to M28C.VIII.A.2.

7.  Chapter 36 Educational and Vocational Counseling

(Change Date June 5, 2017)

The VR&E program provides a wide range of educational and vocational counseling services to Service members within six months of discharge, Veterans that have recently transitioned out of the military within the last year, and claimants and dependents who are eligible for one of VA's educational benefit programs.  These services are designed to provide counseling and support services, help the individual choose a career goal, and/or determine the course needed to achieve the chosen goal.

Services provided under Chapter 36 include the following:

• Counseling to facilitate career decision-making for civilian or military occupations. 
• Educational and vocational counseling, to include vocational assessments, to choose an appropriate civilian occupation and develop a training program.
• Academic and adjustment counseling to resolve barriers that impede success in training or employment.

For more information on the services provided under Chapter 36, refer to 38 U.S.C. 3697A, 38 U.S.C. 3697B, and M28C.VII.A.1.  For information on STAR evaluation of Chapter 36 claims, refer to M28C.VIII.A.2.

8.  Veterans Employment Initiative

(Change Date November 19, 2015)

In 2009, Executive Order 13518, Employment of Veterans in the Federal Government, established the Veterans Employment Initiative to promote the recruitment of Veterans for employment opportunities within the Federal Government.  For more information on Veterans Employment Initiative refer to FEDSHIREVETS.

9.  Employer Outreach Initiative

(Change Date August 1, 2012)

The Employer Outreach Initiative is designed to establish employment opportunities within the Regional Office’s jurisdiction by networking with Federal, state and local government agencies, local businesses, employment placement service providers and interested parties to market the VR&E program to potential employers and to promote the employment of Veterans with disabilities. 

(a)  Role of the Employment Coordinator

(Change Date August 1, 2012)

One of the EC’s primary duties is conducting outreach activities to employers. These outreach duties include, but are not limited to:

• Establishing effective relationships with potential employers within the Regional Office’s (RO) jurisdiction.
• Serving as the primary consultant and point of contact for the VR&E staff members, employers, Veterans and the community regarding employment services.
• Providing Labor Market Information (LMI) to assist case managers in developing suitable vocational goals.
• Advocating for the placement of Veterans in suitable employment through active networking with employers.
• Providing guidance to the Veterans and employers regarding access to the website through assistance with the registration process and the listing of employment opportunities.

ECs utilize state-of-the-art marketing techniques to promote the hiring of Veterans with service-connected disabilities.  This includes media events and job fairs with employers within the office’s jurisdiction.

(b)  Partnerships with Potential Employers

(Change Date August 1, 2012)

Establishing partner relationships with potential employers not only assists in expeditiously placing claimants in suitable employment, but also is beneficial when regular hiring proves difficult for claimants who have special and complicated circumstances.  Partnerships include the following agreements for training and employment opportunities:

• On-the-Job Training (OJT), in accordance with 38 CFR 21.296 and M28C.V.A.1.
• Non-Paid Work Experience (NPWE) program, in accordance with 38 CFR 21.299 and M28C.V.A.1.
• Special Employer Incentive (SEI) initiative, in accordance with 38 CFR 21.256 and M28C.VI.A.3.

VR&E staff should generate a database or list of potential employers both in order to locate current career openings for claimants and to promote systematic marketing efforts.  Cold calling will often be necessary for both aims and should not be avoided.  VR&E staff must research the company or agency prior to contacting it and maintain professionalism throughout all contacts.  When calling, the VR&E staff member should use simple and direct language, first introducing himself or herself and then asking to speak to the hiring manager.  He or she should ask the hiring manager for an appointment to discuss the possibility and benefits of employing Veterans who are pre-screened, trained, and job-ready.

(c)  Memoranda of Understanding

(Change Date November 19, 2015)

MOUs are developed to increase employment and training opportunities for claimants with disabilities.  MOUs provide for a pre-established agreement on shared costs and responsibilities between the employer and VR&E.  For more information on VR&E’s national MOUs and partnerships, refer to M28C.I.A.2.

(d)  United States Department of Labor, Veterans Employment and Training Service

(Change Date November 19, 2015)

VA has a partnership with DOL/VETS outlined in a National MOU and related local agreements/MOUs.  DOL/VETS staff provide direct job-placement services to Veterans.  DOL/VETS offers Veterans assistance with Veterans’ preference eligibility information, Uniform Services Employment and Reemployment Rights Act (USERRA) guidance, and Hire Vets First initiatives.  DOL/VETS utilizes DVOP specialists and LVERs in the field to facilitate outreach and job placement efforts on behalf of DOL and VA.

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