|
|
|
|
Part I. Quality Client Services Program
|
|
| Chapter 1 - General Information |
|
| Chapter 2 - Customer Service |
|
| Chapter 3 - Telephone Interviews |
|
| Chapter 4 - Personal Interviews |
|
| Chapter 5 - Correspondence |
|
Chapter 6 - Inquiry Routing and Information System (IRIS)
|
|
| Chapter 7 - Freedom of Information Act (FOIA) and Privacy Act (PA) |
|
| Chapter 8 - Reference Information |
|
|
|
| Changes 9/17/12 |
|
|
|
Part II. Outreach Services Program
|
|
Chapter 1 - Outreach Services Programs
|
|
| Chapter 2 - Special Outreach Programs |
|
| |
|
| Changes 9/17/12 |
|
| |
|
Part III. VBA Web Communications
Subpart i. Web Services
|
|
Chapter 1 - Server Technology
|
|
Chapter 2 - Web Procedures
|
|
| Chapter 3 - Web Content |
|
| Chapter 4 - Enterprise Content Management System (ECMS) |
|
| Chapter 5 - Federal Government Laws, Regulations, Executive Orders |
|
| and OMB Directives |
|
| Chapter 6 - eBenefits |
|
| Chapter 7 - VA In-person Proofing Process |
|
| |
|
| Changes 9/17/12 |
|
|
|
Subpart ii. Social Media Services
|
|
Chapter 1 - Overview of Social Media
|
|
| Chapter 2 - Description of Social Media |
|
| Chapter 3 - Roles and Responsibilities |
|
| Chapter 4 - Social Media Procedures |
|
| Chapter 5 - Agency and Federal References |
|
| |
|
| Changes 9/17/12 |
|
| |
|
Part IV. Quality and Training
|
|
| Chapter 1 - Quality |
|
| Chapter 2 - Training |
|
|
|
| Changes 9/17/12 |
|
| |
|
Part V. Equal Opportunity
|
|
| Chapter 13 - General Information |
|
| Chapter 14 - Equal Opportunity Reviews |
|
| Chapter 15 - Equal Opportunity Investigations |
|
| Chapter 16 - Equal Opportunity Compliance Records and Reports |
|
|
|
| |
|
| |
|
