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Crystal Anderson NCDVA Regional Training Officer.

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Presentation on theme: "Crystal Anderson NCDVA Regional Training Officer."— Presentation transcript:

1 Crystal Anderson NCDVA Regional Training Officer

2 Ethics Moral Principles Integrity Ethical Practices Rules of Conduct Rules and Regulations Values

3 Doing the Right Thing

4  Customer Service is all we have to offer.  The Veteran/Claimant has a right to be heard.  All claimants must believe that we will do everything within our power to assist them in obtaining benefits.  Never make a claimant feel as if they are imposing.  We owe it to our customers to research the law and regulations to prepare the strongest claim possible.  Customer Service is all we have to offer.  The Veteran/Claimant has a right to be heard.  All claimants must believe that we will do everything within our power to assist them in obtaining benefits.  Never make a claimant feel as if they are imposing.  We owe it to our customers to research the law and regulations to prepare the strongest claim possible.

5  Act professionally  Be polite  Use your manners  Be kind  Show empathy  Remain trustworthy  Use your time and materials to serve  Act professionally  Be polite  Use your manners  Be kind  Show empathy  Remain trustworthy  Use your time and materials to serve

6  Follow the rules  Comply with the Code of Ethics  Maintain honesty  Know your policies and procedures.  Understand your position  You are an Advocate  Act as an Advocate  Follow the rules  Comply with the Code of Ethics  Maintain honesty  Know your policies and procedures.  Understand your position  You are an Advocate  Act as an Advocate

7  Identify your personal values  Know your agency values  Maintain those values  Identify your personal values  Know your agency values  Maintain those values

8 DO NO HARM The Golden Rule: Do unto others as you would have them do unto you. DO NO HARM The Golden Rule: Do unto others as you would have them do unto you.

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10 Keep ALL information confidential except in a need to know basis with those personally connected to the case with a need to know in order to assist the claimant. Obtain a signed copy of VA Form Authorization to Disclose Personal Information to a Third Pary

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12 Prepare and perfect all claims to the best of your ability while making sure that all information is true and factual to the best or your knowledge!

13 Maintain high professional standards in dealing with any person at any time. Who might you deal with? Maintain high professional standards in dealing with any person at any time. Who might you deal with?

14 Provide services without prejudice to all persons making a claim to the VA.

15 Maintain a working knowledge of all rules and regulations concerning Veterans benefits. Practice within your prospective realm of knowledge. We are Veterans Service Officers. We are not lawyers. We are not financial consultants. We ARE advocates. Maintain a working knowledge of all rules and regulations concerning Veterans benefits. Practice within your prospective realm of knowledge. We are Veterans Service Officers. We are not lawyers. We are not financial consultants. We ARE advocates.

16 Never EVER… Accept reward for any services provided in any form. Never serve as guardians, committees or fiduciaries for any individual receiving benefits from the VA or any other agency.

17  Pledge:  We are here for you!  We pledge to treat you with courtesy, compassion and respect.  We pledge to communicate with you accurately, completely and clearly.  We pledge to provide timely service and make our services accessible to you.  We pledge to fully answer your questions and concerns.  Pledge:  We are here for you!  We pledge to treat you with courtesy, compassion and respect.  We pledge to communicate with you accurately, completely and clearly.  We pledge to provide timely service and make our services accessible to you.  We pledge to fully answer your questions and concerns.

18  Each of you take a few moments to think about your personal take on your pledge to help others. Write it down.

19  1636: Pilgrims of the Plymouth Colony were at war with the Pequot Indians. The Pilgrims passed a law which stated that disabled soldiers would be supported by the colony.  Abraham Lincoln pledged: “to care for him who has borne the battle, and his widow and his orphan.”  President Lincoln affirmed the government’s obligation to care for those injured during the war and to provide for the families of those who perished on the battlefield.  1636: Pilgrims of the Plymouth Colony were at war with the Pequot Indians. The Pilgrims passed a law which stated that disabled soldiers would be supported by the colony.  Abraham Lincoln pledged: “to care for him who has borne the battle, and his widow and his orphan.”  President Lincoln affirmed the government’s obligation to care for those injured during the war and to provide for the families of those who perished on the battlefield.

20  Own your own compliance with ethics as they have been outlined.  Implement the standards and procedures in your daily work.  Attend training and maintain awareness.  Keep lines of communication open.  Report unethical behaviors.  Own your own compliance with ethics as they have been outlined.  Implement the standards and procedures in your daily work.  Attend training and maintain awareness.  Keep lines of communication open.  Report unethical behaviors.

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