36C10X18R0141-002.xlsx

XLSX spreadsheet 190 KB Posted May 14, 2018

Attached to: CONTRACT: OSDBU Verification Transformation Support Services - Onboard contractor Federal contract opportunity
Solicitation number: 36C10X18R0141
Issued by: Department of Veterans Affairs Strategic Acquisition Center Frederick

About this file

From the source

36C10X18R0141 36C10X18R0141 - Attachment E - Work Instructions Version.xlsx

View the file

Other files for this federal contract opportunity

Other files attached to CONTRACT: OSDBU Verification Transformation Support Services - Onboard contractor, newest first.
File	Type	Posted
36C10X18R0141-00001000.docx	DOCX document	May 23, 2018
36C10X18R0141-000.docx	DOCX document	May 14, 2018
36C10X18R0141-001.pdf	PDF	May 14, 2018
36C10X18R0141-004.pdf	PDF	May 14, 2018
36C10X18R0141-003.xlsx	XLSX spreadsheet	May 14, 2018

On GovTribe

Work with this file on GovTribe

Download the original file
Contacts named in this file
Similar government files
Ask GovTribe AI about this file

Try for free Login

Text version

The file's text, extracted by GovTribe without its formatting.

All

Role	Phase	Task	Steps-New Case	Steps REV Case	Steps Change Request	Action
VOSB	100	100.1D	1.000	1	1	Type of Request: IF RE-VERIFICATION CASE go to 100.a; NEW CASE go to 100.b; IF CHANGE REQUEST go to 100.c
VOSB	100	100.b	2.000	N/A	N/A	Goes to VIP.vetbiz.gov Navigates to portal
VOSB	100	100.2	3.000	N/A	N/A	VOSB Creates New User Accounts in SSOE
VOSB	100	100.3	4.000	N/A	N/A	VOSB Enter Required Information (email address, full name, contact information) and Captcha and create password
SYSTEM	100	100.4S	5.000	N/A	N/A	SSOE SYSTEM Creates Account
SYSTEM	100	100.5S	6.000	N/A	N/A	SSOE SYSTEM Transfers Vet information onto CRM
VOSB	100	100.6	7.000	N/A	N/A	VOSB Validates Account by using a system automated email
SYSTEM	100	100.7SD	8.000	N/A	N/A	Decision: Information is Validated: If YES go to 100.7S; If NO END - Account remains in a dormant stage after 30 days after inactivity. Email Notification.
VOSB	100	100.7S	9.000	N/A	N/A	SYSTEM Creates Account
SYSTEM	100	100.8S	10.000	N/A	N/A	Send a automated Welcome Letter from the Executive Director
VOSB	100	100.9	11.000	N/A	N/A	VOSB Received a Welcome Letter from the Executive Director
VOSB	100	100.10	12.000	N/A	N/A	View New Account and Utilize Home Screen Services
VOSB	100	100.11D	13.000	3	N/A	Decision: VOSB wants access to the portal services? : If YES go to 100.12; If NO go to 100.13D
VOSB	100	100.12	14.000	4	N/A	VOSB User can select several services: webinar, PTAC Counselor, Help Desk Support, which is available at any time of the process.
VOSB	100	100.13D	15.000	5	N/A	Decision: VOSB Updates Account Information: If YES go to 100.14; If NO 100.16D
VOSB	100	100.14	16.000	6	N/A	VOSB Updates Account Information
SYSTEM	100	100.15S	17.000	7	N/A	SYSTEM Edit User Information Profile
VOSB	100	100.16D	18.000	8	N/A	Decision: VOSB hits button to Apply for Verification Service? (If Yes go to 100.28 If no go to 100.17S)
SYSTEM	100	100.17S	19.000	9	N/A	Account remains in a doormant stage after of inactivity. END
VOSB	100	100.18	20.000	10	N/A	Decision: VOSB hits button to Apply for Verification Service?
SYSTEM	100	100.19SD	21.000	11	N/A	DUNS Information is Valid? If YES go to 100.21; If NO go to 100.20S
SYSTEM	100	100.20S	22.000	12	N/A	Business receives Notification that DUNS is not correct
VOSB	100	100.21	23.000	13	N/A	VOSB Fill out the prequalification Questionnaire
VOSB	100	100.22	24.000	14	N/A	VOSB Provide Name and email address of all Owners
SYSTEM	100	100.23S	25.000	15	N/A	SYSTEM Sends the Owners the Request for Authorized Signer
VOSB	100	100.24SD	26.000	16	N/A	Owners Select Designated Representative: If YES go to 100.25S; If NO go to 100.26D
SYSTEM	100	100.25S	27.000	17	N/A	SYSTEM Validate Owner data against EPLS
VOSB	100	100.26D	28.000	18	N/A	Need Help? If YES go to 100.27D; If NO go to 100.35
VOSB	100	100.27D	29.000	19	N/A	Vet Selection: If PTAC go to 100.28; If Help Button go to 100.29
VOSB	100	100.28	30.000	20	N/A	VOSB Selects PTAC Counselor from a List. Go to 100.32S
SYSTEM	100	100.32S	31.000	21	N/A	SYSTEM Sends automatic email to the PTAC Counselor. Upon acceptance, send automatic, acknowledgement email to the VOSB. Go to 100.35
VOSB	100	100.29	32.000	22	N/A	VOSB Click the Help Button located in the webpage
SYSTEM	100	100.30SD	33.000	23	N/A	Case Assigned? If YES go to 100.33S; If NO go to 100.31S
SYSTEM	100	100.31S	34.000	24	N/A	SYSTEM Creates a Level I Help Desk Ticket
SYSTEM	100	100.33S	35.000	25	N/A	SYSTEM Provides the phone number directly to the particular case analyst. It is then the case analyst’s responsibility to respond to the Help Case and record the resolution and close the associated task in CRM. Go to 100.35
SYSTEM	100	100.34S	36.000	26	N/A	SYSTEM Provides the phone number directly to the OSDBU Call Center. It is then the call center agent(s) responsibility to respond to the Help Case and record the resolution in CRM.
VOSB	100	100.35	37.000	27	N/A	VOSB Uploads All required documents to the portal. Hits Submit when complete
SYSTEM	100	100.36S	38.000	28	N/A	SYSTEM Ask questions before uploading documents to reduce the time for VOSB to upload wrong documents. Saves electronic document Provide detailed document description on the screen with option to select checkbox and textbox for the explanation if the document is not available.
VOSB	100	100.37D	39.000	29	N/A	VOSB hits submit? If YES go to 100.38S; If NO go to 100.51S
SYSTEM	100	100.51S	40.000	30	N/A	SYSTEM Account remains in a dormant stage after 30 days after inactivity. Email Notification
SYSTEM	100	100.38S	41.000	31	N/A	SYSTEM Locks the Verification Record to prevent any further changes
SYSTEM	100	100.39S	42.000	32	N/A	SYSTEM Provides the phone number directly to the particular case analyst. It is then the case analyst’s responsibility to respond to the Help Case and record the resolution and close the associated task in CRM.
Federal Review Coordinator	700	700.00	43.000	33	4	Pull "Pending" and "Submitted for Verification" applications awaiting assignment to contractor. Assign to contractor on a daily basis or as required by current policy.
Federal Review Coordinator	700		43.100			Go to VEMS Dashboard.
Federal Review Coordinator	700		43.200			Use the Batch Assignment tool and select "Pending" and "Submitted for Verification." [create Batch Assignment process]
Federal Review Coordinator	700		43.300			Click the "Edit" button on the function bar.
Federal Review Coordinator	700					Enter the following information:

Task Order: [select appropriate task order] Contractor: [select appropriate contractor] Assign to Team: [select appropriate "Case Coordinator" team]

Federal Review Coordinator	700		43.700			Click "Change."
Case Coordinator	600	600	44.000	34	5	Pull "Pending" and "Submitted for Verification" applications awaiting assignment from the Case Coordinator Queue. Assign to appropriate Portfolio Manager on a daily basis or as required by current policy.
Case Coordinator	600		44.100			Go to VEMS Dashboard.
Case Coordinator	600		44.200			Use the Batch Assignment tool and select "Pending" and "Submitted for Verification." [create Batch Assignment process]
Case Coordinator	600		44.300			Click the "Edit" button on the function bar.
Case Coordinator	600		44.400			Enter the following information:

Assign to Team: [select appropriate "Portfolio Manager" team]

Case Coordinator	600		44.500			Click "Change."
Portfolio Manager/Team Lead	300	300	45.000	35.0	6.0	Pull "Pending" and "Submitted for Verification" applications awaiting assignment from the Portfolio Manager Queue. Assign to appropriate Analyst for Intake on a daily basis or as required by current policy.
Portfolio Manager/Team Lead	300		45.100	35.1	6.1	Go to VEMS Dashboard
Portfolio Manager/Team Lead	300		45.200	35.2	6.2	Use the Batch Assignment tool and select "Pending" and "Submitted for Verification." [create Batch Assignment process]
Portfolio Manager/Team Lead	300		45.300	35.3	6.3	Click the "Edit" button on the function bar.
Portfolio Manager/Team Lead	300					Enter the following information:

Assign to Team: [select appropriate team] Intake Analyst: [Analyst's Name]

Portfolio Manager/Team Lead	300		45.800	35.7	6.6	Click "Change." The system will auto-create a task for the Intake Analyst.
SYSTEM	300	301.1S	46.000	35.0	7	System Sends Welcome Letter email from the CVE Director to applicant. Go to Activity 400.0
Case Analyst	400	400.0	47.000	36	7.0	Case Analyst Creates a system task for the Intake Analyst
Intake Analyst	400	400.1D	48.000	37	8	Locate task on Task Dashboard and determines if it is a Change Request? If NO go to 200.5; If YES go to Change Request Sub-Process
Intake Analyst	200	200.5	49.000	38	14	Conduct Intake Welcome Call in accordance with current policies and standards.
Intake Analyst	200	200.6	50.000	39	15	Update the CRM Verification Record after each phone call by creating an Interaction. Go to Create Interaction Process [TO BE DOCUMENTED IN AN "INTERACTION" SUB PROCESS]
						Application is Submitted? If yes, continue
Intake Analyst	200	200.7	51.000	40	16	Run and Review Public Research and External Data reports in accordance with current policies and standards.
Intake Analyst	200	200.7	51.200			Open the Integrated Data section in the CRM Verification Record.
Intake Analyst	200	200.7	51.300			Click the "Get External Data" button.
Intake Analyst	200	200.7	51.400			Click the "Run Public Research Report" button.
Intake Analyst	200	200.7	51.500			Export the Public Research Report into Word by clicking the export button and selecting Word.
Intake Analyst	200	200.7	51.600			In the Word doucment, answer the "Analyst Q&A Questions" at the bottom of the form. Make any additional notes regarding discrepancies and potential issues.
Intake Analyst	200	200.7	51.700			Save the document as a PDF for upload into the CRM Verification Record using the following naming convention: [INSERT NAMING CONVENTION]
Intake Analyst	200	200.7	51.800			Close the Pubic Research Report.
Intake Analyst	200	200.7	51.900			Return to the CRM Verification Record and upload the Public Research File. - go to document upload sub-process
Intake Analyst	200	200.7	51.910			Open the Documents & Requests section in the CRM Verification Record.
Intake Analyst	200	200.7	51.920			Click the "Add Verification Document" button.
Intake Analyst	200	200.7	51.930			Click "Browse" to locate the Public Research Report created above.
Intake Analyst	200	200.7	51.940			Select the Public Research Report from the "Document Type" dropdown list.
Intake Analyst	200	200.7	51.950			Click "Submit."
Intake Analyst	200	200.8	52.000	41	17	Conduct pre-screening of all required documents in accordance with current policies and standards.
Intake Analyst	200	200.9D	53.000	42	18	Are any documents incomplete or insufficient? If YES go to 200.10; If NO go to 200.17
Intake Analyst	200	200.10	54.000	43	19	Send Pre-Screening Document Request for incomplete/insufficient documents. go to Document Request Sub-Process
						[CREATE DOCUMENT REQUEST SUB-PROCESS]
SYSTEM	200	200.11S	55.000	44	20	SYSTEM Unlocks the applicant's Verification Record
SYSTEM	200	200.12S	56.000	45	21	SYSTEM Sends automated email to applicant with each missing document hyperlinks that will automatically take the Veteran to a page where he/she can upload the docs.
Intake Analyst	200	200.13	57.000	46	22	Make Document Request follow-up phone call(s) to the applicant as required by current policies and standards.
Intake Analyst	200		57.010			Update the CRM Verification Record after each phone call by creating an Interaction. Go to Create Interaction Process [TO BE DOCUMENTED IN AN "INTERACTION" SUB PROCESS]
Intake Analyst	200	200.14D	58.000	47	23	Did the applicant provide any documents in response to the Pre-Screening Document Request? If YES go to 200.15D; if NO go to Administrative Removal Process (CCCR type: RDRR) (Vet has option to request a deadline extension by clicking the extension button in the VIP portal. Requests of 10 days or fewer are automatically approved. Requests between 11 - 15 days requrire approval of the current assigned case worker [See EXTENSION APPROVAL SUB-PORCESS]. Everything beyond 15 days requires Fed approval. Application are subject to administrative removal if any deadline is missed.)
						[CREATE EXTENSION APPROVAL SUB-PROCESS]
Intake Analyst	200	200.15D	59.000	48	24	Are the documents provided sufficient? IF YES go to 200.17; If NO go to 200.16 (After two unsuccesful document requests administrative removal is authorized) (CCCR type: RDRR)
Intake Analyst	200	200.16	60.000	49	25	Send second Pre-Screening Document Request for remaining incomplete/insufficient documents. go to document request sub-process.
Intake Analyst	200		new step			Make Document Request follow-up phone call(s) to the applicant as required by current policies and standards.
Intake Analyst	200					Update the CRM Verification Record after each phone call by creating an Interaction. Go to Create Interaction Process [TO BE DOCUMENTED IN AN "INTERACTION" SUB PROCESS]
Intake Analyst	200	200.18D	61.000	50	26	Did the applicant provide all requested documents in response to the second Pre-Screening Document Request? If YES go to 200.15D; if NO go to Administrative Removal (CCCR type: RDRR) (After two unsuccessful document requests administrative removal is authorized) (CCCR type: RDRR)
Intake Analyst	200	200.17	62.000	51	27	Click Complete Intake Review button in the General section of the CRM Verification Record.
SYSTEM	200	200.19S	63.000	52	28	SYSTEM Creates a task for the Case Analyst (Assessment Starts Here Go to 400.1) [REGULATORY CLOCK STARTS HERE]
Intake Analyst	200	2007.17	63.010			Create a task for the Portfolio Manager to re-assign to Case Analyst.
Intake Analyst	200		63.020			Enter the following information:

Owner: Portfolio Manager or Case Coordinator Team Subject: Reassignment to PM for Case Analyst assignment (Intake Completed) Task Type: Verification Review - PM

Intake Analyst	200	2007.17	63.050	Click "SAVE & CLOSE" on the function bar.
Intake Analyst	200	2007.17	63.100	Return to the CRM Verification Record, open the Tasks & Remarks section, and close the previous task. Go to Task Closure Process
Intake Analyst	200	2007.17		[CREATE TASK CLOSURE PROCESS]
Portfolio Manager/Team Lead			63.200	Locate task on the Task section of the Dashboard.
Portfolio Manager/Team Lead			63.210	Assign to Case Analyst by selecting the Case Analyst's name from the list in the "Case Analyst" field at the top of the CRM Verification Record.
Portfolio Manager/Team Lead			63.220	Create a task for the Case Analyst.
			63.230	Enter the following information:

Owner: Case Analyst's Name Subject: Ready for Assessment Task Type: Verification Review - Analyst

							system auto-created a task when PM assigned to new CA
Portfolio Manager/Team Lead			63.270			Click "SAVE & CLOSE" on the function bar.
Portfolio Manager/Team Lead			63.300			Return to the CRM Verification Record, open the Tasks & Remarks section, and close the previous task. Go to Task Closure Process
Case Analyst	400	400.1	64.000	53	29	Locate task on Task section of Dashboard and conduct Case Analyst Welcome Call in accordance with current policies and standards.
Case Analyst	400					Update CRM Verification Record by creating an Interaction. Go to Create Interaction Process [TO BE DOCUMENTED IN AN "INTERACTION" SUB PROCESS]
						loop back to intake pre-screening
Case Analyst	400		new step			Conduct full Assessment in accordance with current policies and standards.
Case Analyst	400	400.2D	65.000	54	30	Recommend Escalation? If YES go to next step; If NO go to 400.3
Case Analyst	400	YES	65.010			Create a task for the Portfolio Manager.
Case Analyst	400					Enter the following information:

Owner: Portfolio Manager or Case Coordinator Team Subject: Escalation to PM Task Type: Escalation Request/Reassignment - Contractor Enter a justification for escalation in the Description sub-section.

Case Analyst	400	YES	65.050			Click "SAVE & CLOSE" on the function bar.
Case Analyst	400	YES				Return to the CRM Verification Record, open the Tasks & Remarks section, and close the previous task. Go to Task Closure Process
Portfolio Manager/Team Lead	300	300.3	66.000	55	31	Review application to determine whether escalation is warranted.
Portfolio Manager/Team Lead	300	300.4D	67.000	56	32	Is Escalation warranted? If YES go to aaa; if NO go to bbb
Portfolio Manager/Team Lead	300	No Escalation	bbb			Create a task for the Case Analyst to continue reviewing application.
Portfolio Manager/Team Lead	300	No Escalation				Enter the following information:

Owner: Case Analyst's Name Subject: Escalation Not Warranted Task Type: Verification Review - Analyst Explain why Escalation is not warranted in the Description sub-section.

Portfolio Manager/Team Lead	300	No Escalation		Click the SAVE & CLOSE link on the Function Bar located at the top left of the page - System will return you to the CRM Verification Record page - go to 400.3	Click "SAVE & CLOSE" on the function bar.
Portfolio Manager/Team Lead	300	No Escalation			Return to the CRM Verification Record, open the Tasks & Remarks section, and close the previous task. Go to Task Closure Process, then go to 400.3.
Portfolio Manager/Team Lead	300	Yes Escalation	aaa		Create a task for the Senior Analyst.
Portfolio Manager/Team Lead	300	Yes Escalation			Enter the following information:

Owner: Senior Analyst's Name Subject: Escalation Task Type: Verification Review - Senior Analyst Enter a justification for escalation in the Description sub-section.

Portfolio Manager/Team Lead	300	Yes Escalation				Click "SAVE & CLOSE" on the function bar.
Portfolio Manager/Team Lead	300	Yes Escalation				Return to the CRM Verification Record, open the Tasks & Remarks section, and close the previous task. Go to Task Closure Process, then go to 500.
Case Analyst	400	400.3	68.000	57	33	Notify applicant via email/call to schedule appointment to review findings or discuss application if needed. (Optional) Go to Appointment Scheduling Sub-Process
Case Analyst	400		68.100			[CREATE APPOINTMENT SCHEDULING SUB-PROCESS]
SYSTEM	400	400.4S	69.000	58	34	SYSTEM Creates appointment in CRM. CA needs to create interaction for recording start and stop time of the call if needed.
Case Analyst	400	400.5D	70.000	59	35	Are Clarifying Documents needed to complete the Assessment? If YES go to 400.6; If NO go to 400.15
Case Analyst	400	400.6	71.000	60	36	Send Clarifying Document Request. Go to Document Request Sub-Process
SYSTEM	400	400.7S	72.000	61	37	SYSTEM Unlocks the VOSB Verification Record
Case Analyst	400		72.010			Make Clarifying Document Request follow-up phone call(s) to the applicant as required by current policies and standards.
Case Analyst	400		72.020			Update the CRM Verification Record after each phone call by creating an Interaction. Go to Create Interaction Process [TO BE DOCUMENTED IN AN "INTERACTION" SUB PROCESS]
Case Analyst	400	400.8D	73.000	62	38	Did the applicant submit any documents in response to the Clarifying Document Request? If YES go to 400.14D; If NO go to Administrative Removal (CDRR) Vet has option to request a deadline extension by clicking the extension button in the VIP portal. Requests of 10 days or fewer are automatically approved. Requests between 11 - 15 days requrire approval of the current assigned case worker [See EXTENSION APPROVAL SUB-PROCESS] Everything beyond 15 days requires Fed approval. Application are subject to administrative removal if any deadline is missed.)
Case Analyst	400	400.9D	74.000	63	39	VOSB Request an Extension? If Yes go to 400.12D; If NO go to 400.10S
SYSTEM	400	400.10S	75.000	64	40	SYSTEM Unlocks the VOSB Verification Record
SYSTEM	400	400.13S	76.000	65	41	SYSTEM Sends notification after 10 days on whether to withdraw or get a denial.
Case Analyst	400	400.14D	77.000	66	42	Is the documentation in the record sufficient to make a determination? If YES go to 400.15, If NO go to next step.
Case Analyst	400		new step			Send second Clarifying Document Request for incomplete/insufficient documents. go to document request sub-process.
Case Analyst	400		new step			Make Clarifying Document Request follow-up phone call(s) to the applicant as required by current policies and standards.
Case Analyst	400					Update the CRM Verification Record after each phone call by creating an Interaction. Go to Create Interaction Process [TO BE DOCUMENTED IN AN "INTERACTION" SUB PROCESS]
Case Analyst	400	400.12D	78.000	67	43	Did the applicant submit any documents in response to the second Clarifying Documents Request? If YES go to 400.15; If NO go to Administrative Removal (CDRR) If NO go to Administrative Removal (CDRR)
Case Analyst	400	400.11	79.000	68	44	Case Analyst Review Clarification Documents
Case Analyst	400	400.15	80.000	69	45	Complete the Findings & Recommendations.
Case Analyst	400	400.15	80.010			Open the Findings & Recommendations section in the CRM Verification Record.
Case Analyst	400	400.15	80.020			Open the first Finding in the Findings sub-section.
Case Analyst	400	400.15	80.030			Complete the Findings Form.
Case Analyst	400	400.15	80.040			In the Relevant Documents section of the Findings Form, associate the documents to the finding.
Case Analyst	400	400.15	80.050			In the Document Info sub-section, click the plus (+) button to add a Verification finding document record.
Case Analyst	400	400.15	80.060			Select the relevant document from the list.
Case Analyst	400	400.15	80.070			Enter the relevant page number from the document.
Case Analyst	400	400.15	80.080			Enter the relevant paragraph number from the document.
Case Analyst	400	400.15	80.090			Enter/Paste the relevant document text in the "Document Text" box.
Case Analyst	400	400.15	80.100			Click "Save."
Case Analyst	400	400.15	80.110			Repeat for each additional document relevant to the finding.
Case Analyst	400	400.15	80.120			After associating all relevant documents to the Finding and completing the Finding Form, click "SAVE & CLOSE" on the function bar.
Case Analyst	400	400.15	80.130			Are there additional findings? If YES go to 400.15; If No go to the Recommendations Section
Case Analyst	400	400.15	80.140			Complete the Recommendation Form
Case Analyst	400		80.150			In the Recommendations sub-section, click the plus (+) button to add a Recommendation record.
Case Analyst	400	400.15	80.160			Enter the following information:

Recommendation: [appropriate recommendation] Denial/Removal Reason (if Recommendation is for "Deny" or "Remove"): [select from drop-down; enter multiple denial/removal reasons in the "Comments/Other Justification" text box) Risk Level: [appropriate Risk Level; see Appendix ??? for risk level criteria policy] Risk Level Justification: [appropriate Risk Level Justification]

Case Analyst	400	400.15	80.190			Ensure the "Status Reason" field is set to "Draft."
Case Analyst	400	400.15	80.200			Click "SAVE & CLOSE" on the function bar.
Case Analyst	400	400.16D	81.000	70	46	Is the recommendation to Approve or Deny? If Denial go to cccc, If Approval go to next step
Case Analyst	400	approval				Create a draft approval letter and ensure that the "Status Reason" is set to "Draft." - go to Letter Creation Sub-process
Case Analyst	400	approval				[CREATE A LETTER CREATION SUB-PROCESS]
Case Analyst	400	approval				Create a draft CCCR and ensure that the "Status Reason" is set to "Draft." go to Create CCCR Sub-process
Case Analyst	400	approval				[CREATE A CREATE A CCCR SUB-PROCESS]
Case Analyst	400	approval				Create a task for a Portfolio Manager/ Team Lead to perform approval review activites.
Case Analyst	400	approval				Enter the following information:

Owner: Portfolio Manager/Team lead (Case Coordinator Team) Subject: Assignment to PM for Approval Review Task Type: Verification Review - PM

Case Analyst	400	approval		Click "SAVE & CLOSE" on the function bar.
		approval		Return to the CRM Verification Record, open the Tasks & Remarks section, and close the previous task. Go to Task Closure Process, then go to 300.6.
Case Analyst	400	denial	cccc	Create a task for the Portfolio Manager for denial escalation.
Case Analyst	400	denial		Enter the following information:

Owner: Portfolio Manager/Team lead (Case Coordinator Team) Subject: Denial Escalation to PM Task Type: Verification Review - PM

Case Analyst	400	denial				Click "SAVE & CLOSE" on the function bar.
Case Analyst	400	denial				Return to the CRM Verification Record, open the Tasks & Remarks section, and close the previous task. Go to Task Closure Process, then go to 300.5.
Portfolio Manager/Team Lead	300	300.5	82.000	71	47	Create a task for the Senior Analyst to conduct denial escalation review.
Portfolio Manager/Team Lead	300					Enter the following information:

Owner: Senior Analyst's Name Subject: Denial Escalation to SA Task Type: Verification Review - SA

Portfolio Manager/Team Lead	300					Click "SAVE & CLOSE" on the function bar.
Portfolio Manager/Team Lead	300					Return to the CRM Verification Record, open the Tasks & Remarks section, and close the previous task. Go to Task Closure Process, then go to 500.
Portfolio Manager/Team Lead	300	300.6	83.000	72	48	Perform an optional QC review of the findings, recommendations, and draft letter.

- If any issues are identified that require additional work, assign a task to the responsible Analyst.

- If NO issues are identified, change Recommendation Status Reason from "Draft" to "Complete" and changes the Draft Letter Status Reason from "Draft" to "Reviewed by PM."

Portfolio Manager/Team Lead	300	300.7	84.000	73	49	Create a task for the Case Coordinator.
						Enter the following information:

Owner: Case Coordinator Team Subject: Assignment to Case Coordinator for Approval Review Task Type: Verification Review - CC

Portfolio Manager/Team Lead	300	300.7				Click "SAVE & CLOSE" on the function bar.
Portfolio Manager/Team Lead	300	300.7				Return to the CRM Verification Record, open the Tasks & Remarks section, and close the previous task. Go to Task Closure Process.
Case Coordinator	600	600.1	85.000	74	50	Send application to Federal Review Coordinator
Case Coordinator	600	600.1				Open the CCCR section of the CRM Verification Record and ensure that the CCCR Type is correct. Make changes if necessary.
Case Coordinator	600	600.1				Change the CCCR Status Reason from "Draft" to "Submitted."
Case Coordinator	600	600.1				Click "SAVE & CLOSE" on the function bar.

NOTE: This action will send the application to the FRC Team.

SYSTEM	600	600.1				The SYSTEM will auto assign task to the FRC Team for Federal Review.
Case Coordinator	600	600.1				Return to the CRM Verification Record, open the Tasks & Remarks section, and close the previous task. Go to Task Closure Process, then go to 700.3.
Senior Analyst	500	500	86.000	75	51	Locate task on Task section of Dashboard and conduct Escalation Review in accordance with current policies and standards.
Senior Analyst	500	500.1D	87.000	76	52	Is task for a Denial Recommendation or an Escalated Cases? If a Denial Recommendation go to 500.2D; If Escalated Case go to 500.6
Senior Analyst	500	500.2D	88.000	77	53	Agree or Disagree with the Denial Recommendation? If AGREE to to 500.17; If DISAGREE go to 500.8D
Senior Analyst	500	500.3	89.000	78	54	Senior Analyst Write-up the determination Recommendation for Post Review Findings (PRF) and prepare PRF Documents
SYSTEM	500	500.4S	90.000	79	55	SYSTEM Chain of Command Assignment Activities - Go to 700.1
SYSTEM	500	500.5S	91.000	80	56	SYSTEM Case Notes updated
Senior Analyst	500	500.6	92.000	81	57	Senior Analyst Notifies VOSB via email/call to schedule appointment to Review Findings if needed. (Optional) Go to Appointment Scheduling Sub-Porcess
SYSTEM	500	500.7S	93.000	82	58	SYSTEM Creates appointment in CRM. SA needs to create interaction for recording start and stop time of the call if needed.
Senior Analyst	500	500.8D	94.000	83	59	Are Clarifying Documents needed to complete the Assessment? If YES go to 500.9; If NO go to 500.17
Senior Analyst	500	500.9	95.000	84	60	Send Clarifying Document Request. Go to Document Request Sub-Process
Senior Analyst	500					Make Clarifying Document Request follow-up phone call(s) to the applicant in accordance with current policies and standards.
Senior Analyst	500					Update the CRM Verification Record after each phone call by creating an Interaction. Go to Create Interaction Process [TO BE DOCUMENTED IN AN "INTERACTION" SUB PROCESS]
Senior Analyst	500	500.10D	96.000	85	61	Did the applicant submit any documents in response to the Clarifying Documents Request? If YES go to 500.16D; If NO go to Administrative Removal (CDRR) Vet has option to request a deadline extension by clicking the extension button in the VIP portal. Requests of 10 days or fewer are automatically approved. Requests between 11 - 15 days requrire approval of the current assigned case worker [See EXTENSION APPROVAL SUB-PROCESS] Everything beyond 15 days requires Fed approval. Application are subject to administrative removal if any deadline is missed.)
Senior Analyst	500	500.16D	102.000			Is the documentation in the record sufficient to make a determination? If YES go to 500.17; If NO go to next step.
Senior Analyst	500		new step			Send second Clarifying Document Request for incomplete/insufficient documents. go to document request sub-process.
Senior Analyst	500		new step			Make Clarifying Document Request follow-up phone call(s) to the applicant as required by current policies and standards.
Senior Analyst	500					Update the CRM Verification Record after each phone call by creating an Interaction. Go to Create Interaction Process [TO BE DOCUMENTED IN AN "INTERACTION" SUB PROCESS]
Senior Analyst	500	500.11D	97.000	86	62	VOS Request an Extension? If YES go to 500.14D; If NO got to 500.12S
Senior Analyst	500	500.14D	98.000	87	63	Did the applicant submit any documents in response to the second Clarifying Documents Request? If YES go to 500.17; If NO go to Administrative Removal (CDRR).
SYSTEM	500	500.12S	99.000	88	64	SYSTEM Sends notification after 10 days on whether to withdraw or got denial.
SYSTEM	500	500.13S	100.000	89	65	SYSTEM Locks the verification record if after 10 days documents are not updated. GO to ARP01
Senior Analyst	500	500.17				Complete the Findings & Recommendations.
Senior Analyst	500	500.17	500.17.001			Open the Findings & Recommendations section in the CRM Verification Record.
Senior Analyst	500	500.17				Open the first Finding in the Findings sub-section.
Senior Analyst	500	500.17				Add Senior Analyst Input to the Findings Form.

NOTE: Follow current policy regarding where to add Senior Analyst/QC input.

Senior Analyst	500	500.17		If additional document associations are needed, associate the documents in the Relevant Documents section of the Findings Form.
Senior Analyst	500	500.17		In the Document Info sub-section, click the plus (+) button to add a Verification finding document record.
Senior Analyst	500	500.17		Select the relevant document from the list.
Senior Analyst	500	500.17		Enter the relevant page number from the document.
Senior Analyst	500	500.17		Enter the relevant paragraph number from the document.
Senior Analyst	500	500.17		Enter/Paste the relevant document text in the "Document Text" box.
Senior Analyst	500	500.17		Click "Save."
Senior Analyst	500	500.17		Repeat for each additional document relevant to the finding.
Senior Analyst	500	500.17		After associating all relevant documents to the Finding and completing the Finding Form, click "SAVE & CLOSE" on the function bar.
Senior Analyst	500	500.17		Are there additional findings to be reviewed? If YES return to 500.17.001; If NO Go to the Recommendation Section
			500.17.2	Complete the Recommendation Form
Senior Analyst	500	500.17		In the Recommendations sub-section, click the plus (+) button to add a Recommendation record.
Senior Analyst	500			Enter the following information:

Senior Analyst	500	500.17				Ensure the "Status Reason" field is set to "Draft" for an Approval or Denial (Post-PRF) recommendation or "Complete" for a Denial (Pre-PRF) recommendation.
Senior Analyst	500	500.17				Click "SAVE & CLOSE" on the function bar.
Senior Analyst	500	500.15	101.000	90	66	Senior Analyst Review Corrected/Clarifying Documents
Senior Analyst	500	500.17	103.000	92	68	Senior Analyst Reviews Documentation. Updates Case Notes
Senior Analyst	500	500.18D	104.000	93	69	Is the recommendation to Approve or Deny? If APPROVE go to 500.19; If DENY go to eeeee
Senior Analyst	500	500.19				Create a draft approval letter and ensure that the "Status Reason" is set to "Draft." - go to Letter Creation Sub-process
Senior Analyst	500	approval				[CREATE A LETTER CREATION SUB-PROCESS]
Senior Analyst	500	approval				Create a draft CCCR and ensure that the "Status Reason" is set to "Draft." go to Create CCCR Sub-process
Senior Analyst	500	approval				[CREATE A CREATE A CCCR SUB-PROCESS]
Senior Analyst	500	approval				Create a task for a Portfolio Manager/ Team Lead to perform approval review activites.
Senior Analyst	500					Enter the following information:

Owner: Portfolio Manager/Team lead (Case Coordinator Team) Subject: Assignment to PM for Approval Review Task Type: Verification Review - PM

Senior Analyst	500	approval		Click "SAVE & CLOSE" on the function bar.
Senior Analyst	500	approval		Return to the CRM Verification Record, open the Tasks & Remarks section, and close the previous task. Go to Task Closure Process, then go to 300.6.
Senior Analyst	500	Denial	eeeee	Create a task for a Portfolio Manager/ Team Lead to perform PRF activities.
Senior Analyst	500			Enter the following information:

Owner: Portfolio Manager/Team lead (Case Coordinator Team) Subject: Assignment to PM for PRF Task Type: Verification Review - PM

Senior Analyst	500	Denial	Click "SAVE & CLOSE" on the function bar.
Senior Analyst	500	Denial	Return to the CRM Verification Record, open the Tasks & Remarks section, and close the previous task. Go to Task Closure Process.
Portfolio Manager/Team Lead	300		Create a task for the Case Coordinator.
			Enter the following information:

Owner: Case Coordinator Team Subject: Assignment to Case Coordinator for PRF Task Type: Verification Assignment - CC

Portfolio Manager/Team Lead	300	Click "SAVE & CLOSE" on the function bar.
Portfolio Manager/Team Lead	300	Return to the CRM Verification Record, open the Tasks & Remarks section, and close the previous task. Go to Task Closure Process
Case Coordinator	600	Create a task for the FRC.
Case Coordinator	600	Enter the following information:

Owner: FRC Team Subject: Pre-PRF Federal Review Task Type: Verification Assignment - FRC

Case Coordinator	600					Click "SAVE & CLOSE" on the function bar
Case Coordinator	600					Return to the CRM Verification Record, open the Tasks & Remarks section, and close the previous task. Go to Task Closure Process
Senior Analyst	500	500.19	105.000	94	70	Senior Analyst Write Up the Determination Recommendation for Approved and prepare approval documents. Apply Risk Scores. [Go to 300.7]
Federal Review Coordinator	700	700.1	107.000	97	72	Create a task for the Federal Reviewer.
Federal Review Coordinator	700					Enter the following information:

Owner: Federal Reviewer's Name Subject: Verification Review - Federal Reviewer (Pre-PRF) Task Type: Verification Review - Federal Reviewer (Pre-PRF)

Federal Review Coordinator	700	700.1				Click "SAVE & CLOSE" on the function bar
Federal Review Coordinator	700	700.1				Return to the CRM Verification Record, open the Tasks & Remarks section, and close the previous task. Go to Task Closure Process
Federal Reviewer	800	800	108.000	98	75	Locate task on Task section of Dashboard and conduct Pre-PRF Federal Review in accordance with current policies and standards.
Federal Reviewer	800	800				Reviews the Findings & Recommendations.
Federal Reviewer	800	800				Open the Findings & Recommendations section in the CRM Verification Record.
Federal Reviewer	800	800				Open the first Finding in the Findings sub-section.
Federal Reviewer	800	800				Review the Analyst input in the General sub-section (General section) and the Document Info sub-section (Relevant Documents section) of the Findings Form.
Federal Reviewer	800	800				Complete the Federal Review sub-section (General section) of the Findings Form.

- If NO revisions are needed for the PRF/Denial Language, then check the "No Revision Needed" box.

- If minor revisions are needed, then add revised language in the "Federal PRF/Denial Language" field.

- If major revisions and re-work are needed, finish the review of all Findings, then go to 109 to return for rework.

Federal Reviewer	800	800				After reviewing and completing the Finding Form, click "SAVE & CLOSE" on the function bar.
Federal Reviewer	800	800				Repeat steps ??????? for each additional finding until all findings have been reviewed.
Federal Reviewer	800	800.1D	109.000	99	76	Does the Federal Reviewer agree with the recommendation to send a PRF AND NO rework is required (examples of possible rework: add or remove finding, major letter revisions, overturns, etc.)? If YES go to 800.2. If NO go to Return for re-work [go to Re-work Sub-process] and then If rework Task was created for a Senior Analyst Go to 500.00; If rework task was created for Case Analyst go to 400.1
Federal Reviewer	800	800.2	110.000			Create a task for the FRC Team.
Federal Reviewer	800	Yes				Enter the following information:

Owner: FRC Team Subject: FRC Re-assignment (Ready for PRF) Task Type: Verification Review - FRC (Ready for PRF)

Federal Reviewer	800	Yes		Click "SAVE & CLOSE" on the function bar.
Federal Reviewer	800	Yes		Return to the CRM Verification Record, open the Tasks & Remarks section, and close the previous task. Go to Task Closure Process
Federal Review Coordinator	700	Yes	new step	Create a task for the Case Coordinator Team.
Federal Review Coordinator	700			Enter the following information:

Owner: Case Coordinator Team Subject: CC Re-assignment (Ready for PRF) Task Type: Verification Review - CC (Ready for PRF)

Federal Review Coordinator	700	Yes		Click "SAVE & CLOSE" on the function bar
Federal Review Coordinator	700	Yes		Return to the CRM Verification Record, open the Tasks & Remarks section, and close the previous task. Go to Task Closure Process
Case Coordinator	600	Yes	new step	Create a task for the Portfolio Manager/Team Lead Team.
Case Coordinator	600			Enter the following information:

Owner: Portfolio Manager/Team Lead Team Subject: PM Re-assignment (Ready for PRF) Task Type: Verification Review - PM (Ready for PRF)

Case Coordinator	600	Yes		Click "SAVE & CLOSE" on the function bar.
Case Coordinator	600	Yes		Return to the CRM Verification Record, open the Tasks & Remarks section, and close the previous task. Go to Task Closure Process
Portfolio Manager/Team Lead	300	Yes	new step	Create a task for the Senior Analyst.
Portfolio Manager/Team Lead	300			Enter the following information:

Owner: Senior Analyst's Name Subject: Senior Analyst Review (Ready for PRF) Task Type: Verification Review - Senior Analyst (Ready for PRF)

Portfolio Manager/Team Lead	300	Yes				Click "SAVE & CLOSE" on the function bar.
Portfolio Manager/Team Lead	300	Yes				Return to the CRM Verification Record, open the Tasks & Remarks section, and close the previous task. Go to Task Closure Process, then go to 500.20.
Federal Review Coordinator	700	700.2	111.000			Federal Review CoordinatorAssign to Portfolio Manager
Portfolio Manager/Team Lead	300	300.8	112.000	96	79	Portfolio Manager Assigns to Senior Analyst
Senior Analyst	500	500.20				PRF
Senior Analyst	500	500.20	113.000	102	80	Locate task and send PRF Email to applicant.
Senior Analyst	500					Open the Documents & Request section in the CRM Verification Record.
Senior Analyst	500					In the Documents Requests sub-section, click the plus (+) button to generate a document request.
Senior Analyst	500					Enter the following information:

Type: PRF PRF Type: Initial Due Date: [date that is 2 business days from the day the PRF email will be sent]

Senior Analyst	500	Click the "SAVE" button on the function bar.
Senior Analyst	500	In the Document Types sub-section, click the plus (+) button to add a document request type.
Senior Analyst	500	In the "Document Type" field, select "PRF Election Form" from the document type drop-down list.
Senior Analyst	500	Click "Save."
Senior Analyst	500	In the PRF Info sub-section, click the Create PRF Email button.
Senior Analyst	500	Click the Post-Review Findings (PRF) Notice link that appears in the PRF Info Sub-section. This will open the PRF Notice template for editing.
Senior Analyst	500	Enter the following information in the "Post-Review Findings (PRF) Notice" email window:

Owner: Senior Analyst's name From: Vetbiz VIP To: Majority Veteran owner's name Senior Analyst 500 Enter/paste the appropriate findings, PRF language, and regulatory language into the relevant sections of the PRF Notice template.

NOTE: If revisions to the PRF/Denial language were made by the Federal Reviewer, ensure that the latest revised language is used in the PRF Notice.

Senior Analyst	500	In the Attachment sub-section at the bottom of the email template, click the plus (+) button to add an attachment.
Senior Analyst	500	Click "Browse" to locate the PRF Election Form.
Senior Analyst	500	Click "Attach" to attach the PRF Election Form.
Senior Analyst	500	Click "Close" to close the "Manage Attachment" window.
Senior Analyst	500	Click "SAVE & CLOSE" on the Function Bar to return to the Document Request window.
Senior Analyst	500	In the "Status Reason" field of the Document Request window, select "Sent to Reps/Owners."
Senior Analyst	500	Click "SAVE & CLOSE" on the function bar.

NOTE: This action will send the PRF email.

Senior Analyst	500		new step			Make PRF Notice follow-up phone call(s) to the applicant in accordance with current policies and standards.
Senior Analyst	500					Update the CRM Verification Record after each phone call by creating an Interaction. Go to Create Interaction Process [TO BE DOCUMENTED IN AN "INTERACTION" SUB PROCESS]
Senior Analyst	500	500.21D	114.000	103	81	Did the applicant respond to the PRF Notice? (respond = submit PRF Election Form or complete self-withdrawal) If YES go to 100.41; If NO go to 500.22
Senior Analyst	500	500.22	115.000	104	82	Complete the Recommendation Form.
Senior Analyst	500					Open the Findings & Recommendations section in the CRM Verification Record.
Senior Analyst	500					In the Recommendations sub-section, click the plus (+) button to add a Recommendation record.
Senior Analyst	500					Enter the following information:

Recommendation: Deny Denial Reason: [select from drop-down; enter multiple denial/removal reasons in the "Comments/Other Justification" text box) Risk Level: Critical Risk Level Justification: [appropriate Risk Level Justification]

Senior Analyst	500	Ensure that "Status Reason" field is set to "Draft."
Senior Analyst	500	Click SAVE & CLOSE button on the function bar.
Senior Analyst	500	Create a draft denial letter and ensure that the "Status Reason" is set to "Draft." - go to Letter Creation Sub-process
Senior Analyst	500	Create a draft CCCR and ensure that the "Status Reason" is set to "Draft." go to Create CCCR Sub-process
Senior Analyst	500	[CREATE A CREATE A CCCR SUB-PROCESS]
Senior Analyst	500	Create a task for a Portfolio Manager/ Team Lead to perform denial review activites.
Senior Analyst	500	Enter the following information:

Owner: Portfolio Manager/Team lead (Case Coordinator Team) Subject: Assignment to PM for Post-PRF Denial Review Task Type: Verification Review - PM

Senior Analyst	500	Click "SAVE & CLOSE" on the function bar.
Senior Analyst	500	Return to the CRM Verification Record, open the Tasks & Remarks section, and close the previous task. Go to Task Closure Process
Portfolio Manager/Team Lead	300	Perform an optional QC review of the findings, recommendations, and draft letter.

- If any issues are identified that require additional work, assign a task to the responsible Analyst.

- If NO issues are identified, change Recommendation Status Reason from "Draft" to "Complete" and changes the Draft Letter Status Reason from "Draft" to "Reviewed by PM."

Portfolio Manager/Team Lead	300	Create a task for the Case Coordinator.
Portfolio Manager/Team Lead	300	Enter the following information:

Owner: Case Coordinator Team Subject: Assignment to Case Coordinator for Post-PRF Denial Task Type: Verification Assignment - CC

Portfolio Manager/Team Lead	300		Click "SAVE & CLOSE" on the function bar.
Portfolio Manager/Team Lead	300		Return to the CRM Verification Record, open the Tasks & Remarks section, and close the previous task. Go to Task Closure Process
Case Coordinator	600	600.1	Send application to Federal Review Coordinator
Case Coordinator	600	600.1	Open the CCCR section of the CRM Verification Record and ensure that the CCCR Type is correct. Make changes if necessary.
Case Coordinator	600	600.1	Change the CCCR Status Reason from "Draft" to "Submitted."
Case Coordinator	600	600.1	Click "SAVE & CLOSE" on the function bar.

NOTE: This action will send the application to the FRC Team.

SYSTEM	600	600.1	The SYSTEM will auto-assign task to the FRC Team for Federal Review.
Case Coordinator	600	600.1	Return to the CRM Verification Record, open the Tasks & Remarks section, and close the previous task. Go to Task Closure Process.
Federal Review Coordinator	700		Locate task from the Task section of the Dashboard.
Federal Review Coordinator	700		Assign to Federal Reviewer by selecting the Federal Reviewer's name from the list in the "Federal Reviewer" field at the top of the CRM Verification Record.
Federal Review Coordinator	700		Create a task to the Federal Reviewer.
Federal Review Coordinator	700		Enter the following information:

Owner: Federal Reviewer's Name Subject: Federal Review Post-PRF Denial Task Type: Verification Review - Federal

Federal Review Coordinator	700					Click "SAVE & CLOSE" on the function bar.
Federal Review Coordinator	700					Return to the CRM Verification Record, open the Tasks & Remarks section, and close the previous task. Go to Task Closure Process
Federal Reviewer	800					Locate task on Task section of dashboard and conduct Post-PRF Federal Review in accordance with current policies and standards.
Federal Reviewer	800		new step (D)			Did the Findings or Recommendation change during the PRF Process? If YES go to 800.3-D3.001; If NO go to 800.3-D3.008.
VOSB	100	100.41	116.000	105	83	Applicant Submits Post Review Findings Election Form
Senior Analyst	500		new step (D)			What was the applicant's response to the PRF Notice?

- If the applicant self-withdrew, go to the Withdrawal sub-process.

- If the applicant submitted a PRF Election Form, go to the next step.

Senior Analyst 500 100.42D 120.000 What PRF option did the applicant select on the PRF Election Form?

- If the applicant selected Administrative Removal, go to Admin Removal sub-process

- If the applicant selected to receive a determination letter, go to 500.22.

- If the applicant selected to participate in the PRF Program, go to next step.

Senior Analyst	500		new step			Send PRF Document Request (see Appendix ???) Go to Document Request Sub-Process
Senior Analyst	500		new step			Make PRF Document Request follow-up phone call(s) to the applicant in accordance with current policies and standards.
Senior Analyst	500					Update the CRM Verification Record after each phone call by creating an Interaction. Go to Create Interaction Process [TO BE DOCUMENTED IN AN "INTERACTION" SUB PROCESS]
Senior Analyst	500		new step (D)			Did the applicant submit any documents in response to the PRF Documents Request? If YES go to next step; If NO go to 500.22
Senior Analyst	500	500.23	117.000	106	84	Review PRF corrective documents in accordance with current policies and standards.
Senior Analyst	500		new step			Open the Findings & Recommendations section in the CRM Verification Record and update each PRF Finding Form with Post-PRF analysis.
Senior Analyst	500	500.24D	118.000	107	85	Are the PRF issues corrected? If YES go to 500.17.2; If NO go to 500.25

NOTE: Prior to making a post-PRF recommendation, the Senior Analyst has the option to request a pre-Final-PRF Federal Review. Follow the steps outlined in this Work Instruction for creating an escalation task for Federal Review.

Senior Analyst	500	500.25	119.000	108	86	Send the Final PRF Notice
Senior Analyst	500					Open the Documents & Request section in the CRM Verification Record.
Senior Analyst	500					In the Documents Requests sub-section, click the plus (+) button to generate a document request.
Senior Analyst	500					Enter the following information:

Type: PRF PRF Type: Final Due Date: [date that is 2 business days from the day the PRF email will be sent]

Senior Analyst	500	Click the "SAVE" button on the function bar.
Senior Analyst	500	In the Document Types sub-section, click the plus (+) button to add a document request type.
Senior Analyst	500	In the "Document Type" field, select "Final PRF Election Form" from the document type drop-down list.
Senior Analyst	500	Click "Save."
Senior Analyst	500	In the PRF Info sub-section, click the Create PRF Email button.
Senior Analyst	500	Click the Post-Review Findings (PRF) Notice link that appears in the PRF Info Sub-section. This will open the Final PRF Notice template for editing.
Senior Analyst	500	Enter the following information in the "Post-Review Findings (PRF) Notice" email window:

NOTE: If revisions to the Final PRF/Denial language were made by the Federal Reviewer, ensure that the latest revised language is used in the Final PRF Notice.

Senior Analyst	500	In the Attachment sub-section at the bottom of the email template, click the plus (+) button to add an attachment.
Senior Analyst	500	Click "Browse" to locate the Final PRF Election Form.
Senior Analyst	500	Click "Attach" to attach the Final PRF Election Form.
Senior Analyst	500	Click "Close" to close the "Manage Attachment" window.
Senior Analyst	500	Click "SAVE & CLOSE" on the Function Bar to return to the Document Request window.
Senior Analyst	500	In the "Status Reason" field of the Document Request window, select "Sent to Reps/Owners."
Senior Analyst	500	Click "SAVE & CLOSE" on the function bar.

NOTE: This action will send the Final PRF email.

Senior Analyst	500	Make Final PRF Notice follow-up phone call(s) to the applicant in accordance with current policies and standards.
Senior Analyst	500	Update the CRM Verification Record after each phone call by creating an Interaction. Go to Create Interaction Process [TO BE DOCUMENTED IN AN "INTERACTION" SUB PROCESS]
Senior Analyst	500	Did the applicant respond to the Final PRF Notice? (respond = submit Final PRF Election Form or complete self-withdrawal) If YES go to next step; If NO go to 500.22

This is the start of the file's text. The full file is on GovTribe.

File details come from the government source that posted it.