--- title: "Part I, Subpart ii, Chapter 1, Section B Organization of the Pension Management Centers (PMCs)" document: "M-21-1" section: "Part I, Subpart ii, Chapter 1, Section B" canonical: "https://veteranai.co/va-regulations/m21-1/i.ii.1.b-organization-of-the-pension-management-centers-pmcs" source: "https://www.knowva.ebenefits.va.gov/system/templates/selfservice/va_ssnew/help/customer/locale/en-US/portal/554400000001018/content/554400000181483/M21-1-Part-I-Subpart-ii-Chapter-1-Section-B-Organization-of-the-Pension-Management-Centers-PMCs" updated: "2026-09-07T14:36:58.570641Z" --- November 20, 2023 ### I.ii.1.B.1.a. Purpose of the PMCs In January 2002, the Veterans Benefits Administration (VBA) consolidated pension work into three pension maintenance centers, now referred to as pension management _c_ enters (PMCs), in order to * centralize processing of all running pension awards * achieve a more effective use of limited human resources * improve technical accuracy based on skills specialization and enhanced use of computer program edits, and * allow Veterans Service Centers (VSCs) to concentrate on compensation claims processing. Beginning May 2008, further consolidation resulted in the following types of caims being processed by the PMCs: * original and new * Veterans Pension, and * Survivors Pension * service connection (SC) for the cause of death of a Veteran * in-service death claims received after adjudication of the original in-service death claim * Dependency and Indemnity Compensation (DIC) * burial benefits * accrued benefits, and * requests for substitution. In October 2021, VBA consolidated claims involving SC for the cause of death and burial claims to the Philadelphia PMC. The remaining PMC workload is processed by the Milwaukee and St. Paul PMCs.**Notes:** * PMCs generally have jurisdiction over accrued claims and requests for substitution resulting from pension and/or survivors claims. VSCs have jurisdiction of accrued claims and requests for substitution resulting from disability compensation claims. Exceptions are noted in [M21-1, Part XI, Subpart ii, 3.E.17.a](). * PMCs may be assigned as a restricted access claims center (RACC) to address claims designated as a sensitive level 7 or above. **References:** For more information on the jurisdiction of * RACC, see [M21-1, Part II, Subpart ii, 2.B.1.b]() * accrued claims or requests for substitution, see [M21-1, Part XI, Subpart ii, 3.E.17.a]() * in-service death claims, see [M21-1, Part XII, Subpart i, 1.C.1]() * in-service death claim labels for end product (EP) 130 and EP 140, see [M21-4, Appendix C](), and * original in-service death claims, see [M21-1, Part II, Subpart ii, 3.1.b](). ## 2. PMC Location and RO and PMC Alignment This topic contains information on PMC location and RO and PMC alignment, including * location of the PMCs * jurisdiction of * the PMCs * concurrent EPs * correspondence and Ask VA (AVA) inquiries, and * hearings for PMCs * permanent jurisdiction of survivor cases involving special issues * permanent transfer of certain survivor cases, and * when a claim is assigned to the wrong PMC. November 20, 2023 ### I.ii.1.B.2.a. Location of the PMCs The three PMCs are located in * Philadelphia, Pennsylvania * Milwaukee, Wisconsin, and * St. Paul, Minnesota. ### I.ii.1.B.2.b. Jurisdiction of the PMCs National Work Queue (NWQ) routes EPs with a claim label that includes _PMC_ prefixes to a PMC without regard for state of residence, based on approved NWQ routing rules. Excluding claims necessitating routing to a special mission, PMC claims involving a decision for service-connected (SC) death or burial, to include error corrections, are the jurisdiction of the Philadelphia PMC. This includes the following: * EP 140 series * EP 160 series * original Parents’ DIC, regardless of EP, and * EP 020 series, only if a previous SC grant decision was not rendered which are captured using claim labels * _020NEWPMC_ * _020PNI_ , and * _020RSCDTHPMC_. _**Important**_ : * Once a SC death decision is granted, subsequent claims are the jurisdiction of the Milwaukee and St. Paul PMC, only if the claim is controlled by an EP other than those noted above. * If SC death or burial decisions are needed on EPs other than those listed above, add the _Burial/DIC Entitlement Issue_ special issue to the EP. The table below lists the States and territories aligned with the two PMCs that will have jurisdiction of _all other claims_ that are not being handled by the Philadelphia PMC when a geographic jurisdiction is needed for work not distributed by NWQ.| **PMC Milwaukee (330)**| **PMC St. Paul (335)** Alabama| Alaska Connecticut| American Samoa Delaware| Arizona District of Columbia| Arkansas Florida| California Georgia| Colorado Illinois| Guam Indiana| Hawaii Kentucky| Idaho Maine| Iowa Maryland| Kansas Massachusetts| Louisiana Michigan| Minnesota Mississippi| Missouri New Hampshire| Montana New Jersey| Nebraska New York| Nevada North Carolina| New Mexico Ohio| North Dakota Pennsylvania| Northern Mariana Islands Rhode Island| Oklahoma South Carolina| Oregon Tennessee| Puerto Rico Vermont| South Dakota Virginia| Texas West Virginia| U.S. Virgin Islands Wisconsin| Utah | Washington | Wyoming **Exception:** Original in-service death claims are not under the PMC jurisdiction, see [M21-1, Part II, Subpart ii, 3.1.b]() for jurisdiction of original in-service death claims. **Note:** Inventory managed by NWQ is routed for action to the appropriate PMC. The station of jurisdiction for this workload is the PMC at which the claim is currently assigned. . **References:** For more information on * the jurisdiction of original in-service death claims, see [M21-1, Part II, Subpart ii, 3.1.b]() * in-service death claim labels for EP 130 and EP 140, see [M21-4, Appendix C]() * foreign jurisdictions, see * [M21-1, Part II, Subpart ii, 3.1.b](), and * [M21-1, Part X, Subpart i, 3.A.2.a](), and * special missions, see [M21-1, Part II, Subpart ii, 3.1.b](). ### I.ii.1.B.2.c. Jurisdiction of Concurrent EPs EP 190 series are the jurisdiction of the Milwaukee and St. Paul PMCs. When an EP 190 and 160 are pending concurrently, the EP 190 will be worked by the Milwaukee or St. Paul PMC and the EP 160 by the Philadelphia PMC. Each PMC is expected to work their assigned claim to the next step in processing. However, if completion of the EP 160 is required to take any action on the pending EP 190, the claims processor * will take all necessary actions possible * update the suspense date of the EP 190 for five days past the current suspense of the EP 160, and * add a Veterans Benefits Management System (VBMS) note that additional processing is deferred until the EP 160 is completed. ### I.ii.1.B.2.d. Jurisdiction of Correspondence and AVA Inquiries Ask VA (AVA) inquiries will be addressed by the * Philadelphia PMC, if it is a burial or SC death determination, or * Milwaukee and St. Paul PMCs, if it related to all other issues. PMCs should direct Veterans Service Officers to submit inquiries to the appropriate e-mail addresses below based on claim jurisdiction. * Milwaukee: [PMCVSO.VBAMIW@VA.GOV]() * St. Paul: [PMC.CVSO.VBASPL@VA.GOV]() * Philadelphia: [PENSIONCTRVSO.VBAPHI@VA.GOV]() PMCs should direct congressional offices to submit inquiries to the e-mail addresses below based on claim jurisdiction. * Milwaukee: [PMCCONGRESSIONAL.VBAMIW@VA.GOV]() * St. Paul: [PMCCONGR.VBASPL@VA.GOV]() * Philadelphia: [VBAPHI.PMCCONGRESSIONAL@VA.GOV]() Use the table below to determine how to handle correspondence received at a PMC that does not have jurisdiction of the issue. | **If ...**| **Then ...** routine correspondence is received| establish an EP 400. If the correspondence is * related to an SC death determination and/or burial claim * add the _Burial/DIC Entitlement Issue_ special issue, and * manually broker the EP to the Philadelphia PMC, or * not related to an SC death determination and/or burial claim, manually broker the EP to the Milwaukee or St. Paul PMC depending on geographic location. _**Note**_ : The brokering PMC should enter a VBMS note to indicate when and why the inquiry was brokered. special correspondence is received| establish an EP 500 and use the table below to determine the actions to take. | **If the correspondence is ...**| **Then ...** related to a burial claim and/or SC death determination| * add the _Burial/DIC Entitlement Issue_ special issue * provide an interim response to the congressional office * manually broker the EP to the Philadelphia PMC, and * enter a VBMS note to indicate when and why the inquiry was brokered. not related to a burial claim or SC death determination | * provide an interim response to the congressional office * manually broker the EP to the Milwaukee or St. Paul PMC depending on the geographic location, and * enter a VBMS note to indicate when and why the inquiry was brokered. _**Note**_ : Use the geographic jurisdiction list in M21-1, Part I, Subpart ii, 1.B.2.b to determine which PMC to manually broker EPs not managed by NWQ. _**References**_ : For more information on * PMC jurisdictions, see M21-1, Part I, Subpart ii, 1.B.2.b, and * definitions of the different types of correspondence, see [M27-1, Part I, 5.3.a and 4.a](). ### I.ii.1.B.2.e. Jurisdiction of Hearings for PMCs When a claimant requests a local hearing, the PMC having jurisdiction of the EP as noted in M21-1, Part I, Subpart ii, 1.B.2.b, will schedule a tele-video conference hearing with the claimant (and representative if applicable) and a PMC employee(s). The PMC with jurisdiction of the claim will decide the claim. The PMC will coordinate the tele-video conference with the Assistant Veterans Service Center Manager or designee at the claimant’s local regional office (RO). **Reference:** For more information on RO hearings, see [M21-1, Part X, Subpart v, 1.D](). ### I.ii.1.B.2.f. Permanent Jurisdiction of Survivor Cases Involving Special Issues The following special issues fall under the jurisdiction of the Philadelphia PMC: * any service prior to July 16, 1903 * entitlement to benefits under a special act as provided in [38 CFR 3.801](), and * entitlement to a special allowance under * [38 U.S.C 1312(a)](), and * [38 CFR 3.804](). ### I.ii.1.B.2.g. Permanent Transfer of Certain Survivor Cases An office or center should permanently transfer cases involving special issues identified in M21-1, Part I, Subpart ii, 1.B.2.d upon a report of death or upon the occurrence of the event establishing this jurisdiction. **Reference:** For more information on jurisdiction of claims involving a special mission or circumstance, see [M21-1, Part II, Subpart ii, 3.1.b](). ### I.ii.1.B.2.h. When a Claim Is Assigned to the Wrong PMC If a claim is assigned to the wrong PMC due to the erroneous use of a claim attribute such as a contention classification or special issue, correcting the attribute (e.g., special issue) will enable NWQ to recall and redistribute the claim to the correct PMC. If the claim type is not managed by NWQ (for example, EP 400s and EP 500s), manually broker the claim to the correct PMC. Brokered claims will still need the _Burial/DIC Entitlement Issue_ special issue if it falls under Philadelphia PMC jurisdiction. _**Reference**_ : For more information on how to determine which PMC to manually broker EPs not managed by NWQ, see M21-1, Part I, Subpart ii, 1.B.2. ## 3. PMC Team Structure and Work Processing This topic contains information on PMC team structure and work processing, including * Intake Processing Center (IPC) at PMCs * general processing teams at PMCs * handling requests for higher-level reviews (HLRs) at PMCs, and * Public Contact Team (PCT) and Quality Review Team (QRT) at PMCs. March 2, 2023 ### I.ii.1.B.3.a. IPC at PMCs The Intake Processing Center (IPC) at the PMCs is primarily responsible for putting claims under EP control. As a local option, the IPC may include claims processors who may handle cases that do not generally require a claims folder review. ### I.ii.1.B.3.b. General Processing Teams at PMCs Work that is not retained by the IPC for processing is handled by claims processors on general processing teams. General processing team responsibilities include, but are not limited to * initiating development, if needed, to resolve the issue * making claims ready for the rating activity, and * taking any necessary award action. Examples of cases handled by general processing teams are * initial and supplemental claims for * Veterans Pension, and * Survivors Pension, and * income-related EP 150 issues. ### I.ii.1.B.3.c. Handling Requests for HLRs at PMCs Requests for higher-level reviews (HLRs) of claims processed by PMCs are to be routed to the decision review operations center of jurisdiction for processing per [M21-5, Chapter 1, Section A.3]() and [M21-5, Chapter 5, Topic 2](). ### I.ii.1.B.3.d. PCT and QRT at PMCs As a local option, a PMC may establish a Public Contact Team (PCT) to handle public contact-related work. PMCs _must_ establish a Quality Review Team (QRT) to * coordinate division training * perform quality reviews, and * identify and address error trends. **Reference:** For more information on QRTs, see [M21-4, Chapter 7](). ## 4. Special Cases Initially Under Exclusive Jurisdiction January 11, 2021 ### I.ii.1.B.4.a. Jurisdiction of Adjusted Compensation Cases Philadelphia PMC retains cases involving initial settlement of adjusted compensation until a claim for survivors benefits is received. The World War Adjusted Compensation Act allows Veterans to file settlement or redeem certificates of adjusted compensation with VA. Adjusted Service Certificates were issued to Veterans who applied before January 3, 1940. To qualify for the bonus, a Veteran had to have at least 60 days of service between April 15, 1917, and November 11, 1918. Use the table below to determine how to handle a case involving adjusted compensation upon receipt of a claim for survivors benefits. | ** If ...**| **Then ...** all action on claims of adjusted compensation is complete| NWQ will transfer the EP to the office or center of jurisdiction. _**Reference**_ : For more information on RO jurisdiction, see [M21-1, Part II, Subpart ii, 3.1.b](). adjudicative action is _not_ complete on a claim for adjusted compensation| NWQ will transfer the EP when final action has been taken on all pending claims. **Reference:** For more information on adjusted compensation, see * [38 CFR 3.801]() * [38 CFR 10.20](), and * [38 CFR 11.109]().