Part III, Subpart ii, Chapter 2, Section DControl and Follow-Up of Requests for Service Records

Revised March 17, 2026

III.ii.2.D.1.a#Priority Processing of Requests for Records Held by NPRC in Certain Circumstances

Priority handling of requests for records at the National Personnel Records Center (NPRC) is necessary under certain circumstances, such as those discussed in M21-1, Part X, Subpart i, 1.1.a.The Department of Veterans Affairs (VA) Centralized Support Division (CSD)

• identifies pending record requests associated with claims that require priority processing, and
• coordinates the expedited search for records at NPRC.

Therefore, it is essential that the corresponding priority processing special issue indicators and claimant flashes are present on the claimant’s record.Important:

• Claims processors do not need to take additional follow-up actions on these requests. CSD uses data analysis tools to identify requests that require attention and proactively conducts follow-up efforts with NPRC.
• CSD will coordinate with the National Archives and Records Administration to expedite records requests for Veterans over 85 years of age. However, the majority of these records have been archived or exist in a delicate state due to the fire at NPRC. A response to the records request may take longer than other expedited requests.

References: For more information on

• the statutory definition of homelessness, see 42 U.S.C. 11302
• claims requiring priority processing, see M21-1 Part X, Subpart i, 1
• utilizing corporate flashes and special issue indicators, see
  • M21-1, Part III, Subpart i, 2.F, and
  • M21-4, Appendix E, and
• requesting records using Service Treatment Record (STR) Assist, see the Veterans Benefits Management System (VBMS) Core User Guide.

2Checking the Status of a Request for STRs Transmitted via HAIMS

This topic contains information on the status of STR requests transmitted via HAIMS, including checking the status of

• a request for STRs transmitted via HAIMS, and
• Reserve/National Guard requests for STRs transmitted via HAIMS.

Revised March 17, 2026

III.ii.2.D.2.a#Checking the Status of a Request for STRs Transmitted via HAIMS

STRs for a Veteran who has completely separated from service with no further service obligation are typically received within 45 days from the interface between VBMS and Healthcare Artifacts and Image Management Solution (HAIMS) after a

• claim has been established, and
• notice of interest has been successfully established.

When the STR request status message displays a warning or error message, and the guidance in M21-1, Part III, Subpart ii, 2.B.1.e, directs to this block for follow-up extend the suspense period for the HAIMS STR request tracked item at 30-day intervals until the STRs or a negative response is received. Important: If 180 days have passed since the request was submitted to the Department of War (DOW), request assistance from VA Central Office (VACO) at VAVBAWAS/CO/HAIMS-DPRIS. The e-mail’s

• subject line must say 180 day HAIMS STR follow up , and
• body must contain
  • the Benefits Claim ID number
  • branch of service, and
  • periods of service of the STRs being sought.

Include a copy of the e-mail to and responses from the VAVBASTL/CO/HAIMS-DPRIS mailbox in the claims folder. Reference: For more information on locating, obtaining, and following up on STRs for members of the Reserve or National Guard, see

• M21-1, Part III, Subpart ii, 2.B.1.b, and
• M21-1, Part III, Subpart ii, 2.D.2.b.

III.ii.2.D.2.b#Checking the Status of Reserve/National Guard Requests for STRs Transmitted via HAIMS

STRs for Reserve and National Guard members with an obligation are typically received within 45 days from the interface between VBMS and HAIMS once a code RV1 or NG1 request has been submitted. After all the steps to request STRs for Reserve and National Guard directed in M21-1, Part III, Subpart ii, 2.B.1.b, have been followed, follow the instructions in the table below.

Important: Close out tracked items and send a final notification letter to the Veteran if at any point the branch-of-service status code is PL, which indicates that 60 days have lapsed with no indication of the location of the records. The status code should be considered a negative response to the request.

3Following up on Requests for Records Held by NPRC or Service Departments

This topic contains general information on requests for records held by NPRC or service departments, including

• following up on requests for records held by NPRC, and
• handling incomplete or inaccurate responses to requests for records held by NPRC.

Revised March 17, 2026

III.ii.2.D.3.a#Following Up on Requests for Records Held by NPRC

Except as noted in M21-1, Part III, Subpart ii, 2.D.3.b, users may determine the status of any requests they previously submitted for records held by NPRC (address code 13) by viewing the status codes that displays for each request. Once CSD responds to a request, the overall status of that request changes to CO (c losed o ut). Important: CSD uses data analysis tools to identify requests that require attention and proactively conducts follow-up efforts with NPRC. Do not send additional follow-up requests. Update tracked item suspense dates while the request is pending following standard time frames unless specifically directed by CSD or Compensation Service staffs.

III.ii.2.D.3.b#Handling Incomplete or Inaccurate Responses to Requests for Records Held by NPRC

Additional actions are required if

• a response to a request for records held by NPRC
  • is incomplete, incorrect, or incomprehensible, or
  • contains information about a different Veteran, or
• records CSD provided in response to a request do not arrive within five business days.

Claims processors must submit a VBMS Application Issue YourIT ticket to resolve the issue, following the instructions in the table below.

Reference : For more information on the YourIT trouble ticket process, see the YourIT Service Portal.

4Requests for Information From DPRIS and RAR

This topic contains general information on requests for information from DPRIS and RAR, including

• requesting service personnel records through DPRIS
• providing specific information in RAR requests, and
• following up on requests
  • submitted through DPRIS, and
  • to RAR.

Revised March 17, 2026

III.ii.2.D.4.a#Requesting Service Personnel Records Through DPRIS

Service personnel records of Veterans who were discharged, having no further service obligation, on or after the dates shown below relative to their individual branches of service are available only through the Defense Personnel Records Information Retrieval System (DPRIS):

• Army – July 1, 2002
• Navy – January 1, 1995
• Air Force – October 1, 2004
• Marine Corps – January 1, 1999
• Coast Guard – October 1, 2006, and
• Space Force – December 20, 2019.

DPRIS pulls electronic copies of service personnel records from image repositories based on information (such as the Veteran’s name, Social Security number (SSN), and branch of service) a user enters when submitting a request for records through this system. Any erroneous information a user enters may prevent DPRIS from locating the records requested. Notes:

• Space Force is not currently listed as a branch of service in DPRIS. Select Air Force as the branch of service when requesting personnel records for Space Force Veterans.
• The dates above are subject to change as service departments continue to convert older, paper records into electronic images.
• Follow the instructions in M21-1, Part III, Subpart ii, 2.C.2.b if a negative response is received based on Army service between October 1994 and June 2002.
• Prior to submitting the request through DPRIS, the user must
  • take a screenshot of the personnel records request page that captures the specific details of the request (and no other parts of the claims processor’s screen), and
  • place the screenshot in the claims folder.
• When uploading the screenshot to the eFolder, use the attributes provided in the table below.

Reference: For information on using DPRIS, see the DPRIS User Guide.

III.ii.2.D.4.b#Providing Specific Information in RAR Requests

Requests to VA Records Acquisition and Research (RAR) for verification of in-service stressors or exposures are submitted through VBMS. Military records are organized by units, and further organized by date. Therefore, RAR must know the unit designation down to the lowest possible level and most specific date(s) of the incidents.To assist RAR in conducting optimal research, in addition to the 120-day research window required for stressor and exposure verification requests,

• include the Veteran's complete tour dates related to the unit of assignment when the incident/exposure occurred, and
• use the table below to provide complete unit designation information.

Notes:

• Provide precise locations (for example, Seoul, Korea , rather than just Korea).

• For herbicide exposure verification, provide the circumstances surrounding the Veteran's exposure, rather than just stating that the Veteran was exposed.

Reference: For more information on using VBMS to submit requests to RAR, see the VBMS Core User Guide.

III.ii.2.D.4.c#Following Up on Requests Submitted Through DPRIS

DPRIS typically provides responses to requests within one hour so there is no need to follow up on the status of a DPRIS request. Users must follow the steps in the table below and submit a follow-up message to a service department action officer using the DPRIS FOLLOW-UP button upon receipt of a response that

• does not contain the record(s) they requested, or
• contains scanned documents of insufficient quality.

Note: Follow the instructions in M21-1, Part III, Subpart ii, 1.A.1.g if a negative response is provided.
Important:

• Before sending a follow-up message to an action officer, carefully review the original request to ensure it was valid, complete, and routed to the correct service department. If it was not, submit a new request.

• A follow-up request must be made using the DPRIS FOLLOW-UP button (or specific service department procedures) before emailing the HAIMS-DPRIS mailbox.

• If the DPRIS request has been purged or the claims processor assigned to process the claim is not the original requester, send another DPRIS request and when the status indicates Complete , initiate the follow-up procedures.

III.ii.2.D.4.d#Following Up on Requests to RAR

View the status of RAR research requests by selecting the RECORD RESEARCH REQUESTS chevron under the associated end product (EP) in VBMS. All requests submitted for the claim will be listed separately. The status of each research request is displayed after the Submitted Request date.Do not send follow-up email requests to RAR, as the status of a research request is readily available in VBMS.Note: If RAR cannot provide a response due to the required records being unavailable, follow the instructions in M21-1, Part III, Subpart ii, 1.A.1.g. References: For more information on

• regional office (RO) Research Coordinator duty to forward inquiries from the RO to RAR, see M21-1, Part VIII, Subpart iv, 1.A.4.a, and
• submitting research requests to RAR, see the VBMS Core User Guide.

5General Information on the Position of MRS

This topic contains general information on the position of MRS, including

• assignment of and qualifications for an MRS
• duties of an MRS
• Compensation Service responsibility for maintaining a list of MRSs, and
• electronic mailboxes for MRSs.

Revised January 5, 2023

III.ii.2.D.5.a#Assignment of and Qualifications for an MRS

Each RO must designate an employee to serve as Military Records Specialist (MRS).The designated employee must

• possess expertise in military records, and
• be thoroughly familiar with the information this chapter contains.

Important:

• Each RO must designate at least one alternate MRS.
• If an RO does not have sufficient staffing to designate an MRS, the Veterans Service Center Manager should request an exception to this requirement from the Office of Field Operations.

III.ii.2.D.5.b#Duties of an MRS

An MRS

• is responsible for local training on requests for service records
• serves as the subject matter expert with whom claims processors may collaborate on cases with extenuating circumstances
• completes the formal finding on evidence of service for fire-related cases, as indicated in M21-1, Part III, Subpart ii, 2.F.1.h
• carries out specific responsibilities that are described in M21-1, Part III, Subpart ii, 2.D.6.

III.ii.2.D.5.c#Compensation Service Responsibility for Maintaining a List of MRSs

Compensation Service maintains a list of MRSs and their alternates.E-mail notification of any change in personnel assigned as an MRS or alternate to the VAVBAWAS/CO/212 corporate mailbox.

III.ii.2.D.5.d#Electronic Mailboxes for MRSs

Each RO must maintain an electronic mailbox to which its MRSs and their alternates have access. The mailbox will be used by

• Compensation Service to disseminate instruction, guidance, and training, and
• Federal records custodians as a means of communicating with individual ROs.

Note: ROs must e-mail notification of any changes to the name of the electronic mailbox to the Compensation Service corporate mailbox at VAVBAWAS/CO/212.

6MRS Requests for Assistance from Compensation Service

This topic contains information on MRS requests for assistance from Compensation Service in obtaining service records, including

• when to contact the Compensation Service corporate mailbox, and
• information the Compensation Service corporate mailbox might need from an MRS.

Revised September 30, 2021

III.ii.2.D.6.a#When to Contact the Compensation Service Corporate Mailbox

MRSs may contact Compensation Service’s corporate mailbox via e-mail at VAVBAWAS/CO/212 for assistance if

• all attempts to obtain a Veteran’s service records have been unsuccessful, and
• there is evidence in the claims folder or an allegation by the claimant of unusual circumstances that could explain the difficulty in locating the Veteran’s records.

Examples:

• Unsuccessful attempts to obtain the records of general or flag officers.
• Unsuccessful attempts to obtain records because doing so would require the disclosure of classified information.
• A records custodian confirms possession of records VA is seeking but
  • denies VA access to the records, or
  • refuses to release the records to VA.

Important:

• The MRS must utilize the RO military records corporate mailbox discussed in M21-1, Part III, Subpart ii, 2.D.5.d to submit their request for assistance. Do not use the personal VA e-mail address to submit requests.
• The MRS must add the Specialized Records Review special issue indicator to a contention on the corresponding EP when contacting the Compensation Service corporate mailbox for assistance.

III.ii.2.D.6.b#Information the Compensation Service Corporate Mailbox Might Need From an MRS

When an MRS requests assistance from Compensation Service, the corporate mailbox might ask them to furnish – preferably by e-mail – a complete history of the attempts made to obtain a Veteran’s records, to include the

• date of each request for records
• response(s) to each request, if any
• names and telephone numbers of persons who have been contacted in an attempt to locate the records, and
• results of any telephone contacts.

Note: The MRS should also be prepared to mail or fax copies of all NPRC requests/responses and VA Forms 27-0820, Report of General Information, that document telephone contacts made in connection with the search for the Veteran’s records. Do not send this documentation unless the VAVBAWAS/CO/212 mailbox specifically requests it. I mportant : The MRS must add the Specialized Records Review special issue indicator to a contention on the corresponding EP when contacting the Compensation Service VAVBAWAS/CO/212 mailbox for assistance.