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Crystal Anderson
NCDVA Regional Training Officer
Moral
Principles
Values
Integrity
Ethics
Rules and
Regulations
Ethical
Practices
Rules of
Conduct
Doing the
Right Thing
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.

Act
professionally
Be polite
Use your manners
Be kind
Show empathy
Remain trustworthy
Use your time and materials
to serve
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
Identify
your personal
values
Know your agency values
Maintain those values
DO NO HARM
The Golden Rule: Do unto
others as you would have
them do unto you.
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 21-0845
Authorization to Disclose Personal
Information to a Third Pary
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!
Maintain high professional
standards in dealing with any
person at any time.
Who might you deal with?
Provide services
without prejudice to
all persons making a
claim to the VA.
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.
Never
Never
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.
 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.
Each
of you take a few
moments to think about your
personal take on your pledge
to help others. Write it
down.
 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.
 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.