Revised June 9, 2025
I.ii.1.D.1.aPurpose of BEST Sites
The Veterans Benefits Administration (VBA) completed the consolidation of non-rating workload under multiple centralized processing sites in September 2022. The purpose of the consolidation was to establish a streamlined operational approach to processing Veteran and beneficiary benefit adjustments, required benefit reviews, and unique eligibility decisions. The designated sites are known as Benefit Eligibility Support Teams (BESTs). The workload and jurisdiction for BEST is determined by the Office of Field Operations (OFO) and subject to adjustment, as needed.Reference: For more information on BEST sites and workload, see the Non-Rating Resource Job Aid.
I.ii.1.D.1.bTypes of Disability Compensation Benefit Adjustments
Benefit adjustments can occur upon receipt of a standardized application, first-party communication regarding changes in eligibility status, and third-party matching agreements, after eligibility and entitlement to primary compensation or pension benefits have been established. Types of benefit adjustments include, but are not limited to
- dependency
- apportionments
- audits
- release of proceeds
- garnishments
- award adjustments not associated with pension benefits, and
- elections and waivers.
References: For more information on
- Department of Veterans Affairs (VA) benefit programs, see M21-1, Part I, Subpart ii, 2
- dependency, see M21-1, Part VII, Subpart i, 1.A
- apportionments, see M21-1, Part VI, Subpart iv, 2
- audit requests, see M21-1, Part VI, Subpart i, 2.A
- debt validation, see M21-1, Part VI, Subpart iii, 2.C, and
- elections and waivers, seeM21-1, Part VI, Subpart ii, 1.A.
I.ii.1.D.1.cTypes of Required Benefit Reviews
Required benefit reviews involve information received from other government agencies, VBA’s internal auditing system, or other reviews required to determine impact on benefits. Types of required benefit reviews include, but are not limited to
- hearing requests for non-rating issues
- matching programs with the
- Social Security Administration (SSA), and
- Bureau of Prisons (BOP)
- military pay status due to
- active service, and
- receipt of drill pay
- potential adjustments due to
- incarceration
- fugitive felon status
- receipt of military retired pay, and
- returned VA payments, and
- VA Central Office directed reviews.
References: For more information on
- informal hearing requests, see M21-1, Part X, Subpart v, 1.D
- SSA matches, see M21-1, Part XIV, 2
- BOP matches, see M21-1, Part XIV, 7
- fugitive felon status, see M21-1, Part XIV, 8
- military pay adjustments, see M21-1, Part VI, Subpart ii, 4.A-E, and
- returned payments, see M21-1, Part VI, Subpart iii, 4.
I.ii.1.D.1.dTypes of Unique Eligibility Decisions
BEST sites also process unique eligibility decisions like initial character of discharge determinations, attorney fee eligibility related to non-rating issues, administrative decisions on healthcare and home loan eligibility, as well as debt validation requests referred by the Debt Management Center.References: For more information on
- character-of-discharge (COD) determinations, see M21-1, Part X, Subpart iv, 1.A
- home loan eligibility and COD determinations, see M21-1, Part XIII, Subpart i, 7.A.2.b
- debt validation requests, see M21-1, Part VI, Subpart iii, 2.C.2.a
- eligibility for medical services, see M21-1, Part XIII, Subpart i, 3.A, and
- attorney fees, see M21-5, Chapter 8.A.
I.ii.1.D.1.eAdditional Responsibilities of BEST Sites
In addition to general workload oversight, BEST sites are responsible for responding to inquiries submitted through the Ask VA platform and to the Secretary of VA (SecVA) mailbox.
I.ii.1.D.1.fStructure of BEST Sites
BEST sites maintain a similar structure to regional offices in terms of supervisor oversight, claims processors, and quality reviewers. However, BEST sites do not contain a rating activity. Workload that involves rating decisions will be the responsibility of Veterans Service Centers, Pension Management Centers, Decision Review Operation Centers, and Disability Rating Activity Sites, as applicable.Assignment of workload that also involves special missions and circumstances, or hearing requests, is determined by OFO and further detailed in the Non-Rating Resource Job Aid.
End of Part I, Subpart ii, Chapter 1, Section D