Skills Certification
Candidate Readiness
Guide
April 2018 Version 4.0
Veterans Benefits Administration
VA119A-14-A-0005_2, VA119A-17-J-0456
Skills Certification Candidate Readiness Guide
Table of Contents
i
Table of Contents
CHANGE RECORD .......................................................................................................................................... I
GENERAL TEST INFORMATION ..................................................................................................................... 1
INTRODUCTION TO SKILLS CERTIFICATION ........................................................................................................... 1 Purpose of the Skills Certification Readiness Guide ............................................................................... 1
OVERVIEW OF THE TESTING PROCESS ................................................................................................................ 1 Test Item Formats ............................................................................................................................... 6 Test Conditions .................................................................................................................................... 6 Frequently Asked Questions (FAQs) ...................................................................................................... 7
TEST PREPARATION ..................................................................................................................................... 10 Preparing the Testing Environment .................................................................................................... 10
TEST PREPARATION RESOURCES ..................................................................................................................... 11 Compensation Service Homepage ...................................................................................................... 11 Compensation Service Electronic References ...................................................................................... 15 Training Resources/Job Aids .............................................................................................................. 16
TEST TAKING STRATEGIES ............................................................................................................................. 17 Test Anxiety....................................................................................................................................... 17 Preparation Tips ................................................................................................................................ 17 Objective Test Strategies ................................................................................................................... 18 Situational Judgment Test (SJT) Item Strategies ................................................................................. 18 On Testing Day .................................................................................................................................. 18
TEST SPECIFICS ........................................................................................................................................... 19
ASSISTANT COACH SKILLS CERTIFICATION TEST ................................................................................................... 19 Test Portal Update ............................................................................................................................ 19 Job Knowledge Test ........................................................................................................................... 20 Situational Judgment Test (SJT) ......................................................................................................... 20 Test Specification Plan (TSP) for Assistant Coach Skills Certification .................................................... 21 Reference List for Assistant Coach Skills Certification Test .................................................................. 30 Online Prep Test Tool ......................................................................................................................... 32 How Is Certification-Level Performance Established? .......................................................................... 32
COACH SKILLS CERTIFICATION TEST ................................................................................................................. 34 Test Portal Update ............................................................................................................................ 34 Job Knowledge Test ........................................................................................................................... 35 Situational Judgment Test ................................................................................................................. 35 Test Specification Plan for Coach Skills Certification ........................................................................... 36 Reference List for Coach Skills Certification Test ................................................................................. 46 Online Prep Test Tool ......................................................................................................................... 47 How Is Certification-Level Performance Established? .......................................................................... 48
DRO SKILLS CERTIFICATION TEST ................................................................................................................... 50 Situational Judgment Test ................................................................................................................. 50 Job Knowledge Test ........................................................................................................................... 51 Test Specification Plan for DRO Skills Certification .............................................................................. 52 Reference List for DRO Skills Certification Test .................................................................................... 56 Online Prep Test Tool ......................................................................................................................... 57 Just Sufficiently Qualified (JSQ) DRO .................................................................................................. 57
JOURNEY-LEVEL RVSR SKILLS CERTIFICATION TEST ............................................................................................. 59 Test Specification Plan for Journey-Level RVSR Skills Certification ....................................................... 59 Reference List for Journey-Level RVSR Skills Certification Test ............................................................. 62 Online Prep Test Tool ......................................................................................................................... 62 Just Sufficiently Qualified (JSQ) JRVSR ................................................................................................ 63
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ii
PMC VSR AND VCE SKILLS CERTIFICATION TEST................................................................................................ 64 Test Specification Plan for PMC VSR and VCE Skills Certification ......................................................... 64 Reference List for PMC VSR and VCE Skills Certification Test ............................................................... 69 Online Prep Test Tool ......................................................................................................................... 69 Just Sufficiently Qualified (JSQ) PMC VSR and VCE .............................................................................. 69
SR. VSR SKILLS CERTIFICATION TEST ............................................................................................................... 71 Job Knowledge Items ......................................................................................................................... 71 Situational Judgment Items ............................................................................................................... 71 Test Specification Plan for Sr. VSR Skills Certification .......................................................................... 72 Reference List for Sr. VSR Skills Certification Test ................................................................................ 75 Online Prep Test Tool ......................................................................................................................... 76 Just Sufficiently Qualified (JSQ) Sr. VSR............................................................................................... 76
VSR SKILLS CERTIFICATION TEST .................................................................................................................... 78 Test Specification Plan for VSR Skills Certification ............................................................................... 78 Reference List for VSR Skills Certification Test..................................................................................... 81 Online Prep Test Tool ......................................................................................................................... 81 Just Sufficiently Qualified (JSQ) VSR ................................................................................................... 82
APPENDIX A: UNDERSTANDING THE INDIVIDUAL FEEDBACK REPORT .......................................................... 1
APPENDIX B: SITUATIONAL JUDGMENT TEST (SJT) ITEM SCALE ................................................................... 1
APPENDIX C: CERTIFICATION PREPARATION CHECKLISTS ............................................................................. 1
APPENDIX D: GUIDE TO STATEMENT OF THE CASES (SOC); SUPPLEMENTAL STATEMENT OF THE CASE (SSOC); LAWS AND REGULATIONS CITATIONS .............................................................................................. 1
APPENDIX E: BROWSER SETUP INSTRUCTIONS ............................................................................................ 1
APPENDIX F: SECTION 508 COMPLIANCE ..................................................................................................... 1
APPENDIX G: UNDERSTANDING THE TEST SPECIFICATION PLAN (TSP) ......................................................... 1
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Change Record
April 2018 i
Change Record
Date Change
March 2013 Clarified SJT instructions and added example item
June 2013 Added description of new display functionality for items
marked for review
Added item development description
Added additional SJT information
Updated the PMC VSR specification
Updated the Coach specification
August 2013 Modified SJT information
Modified PMC VSR specification
October 2013 Edited wording
Updated FAQs
Updated screen shots
November 2013 Updated the JRVSR specification
December 2013 Updated the VSR specification
February 2014 Added Sr. VSR section
April 2014 Added ADA language P.6
October 2014 Updated the DRO Test Specification Plan; overall edit
for new year, new contract numbers on title page
November 2014 Updated the Sr. VSR Test Specification Plan
December 2014 Removed the STAR discussion from the Test Preparation
Resources section
Updated the PMC VSR Test Specification Plan
Updated the Coach (SVSR) Test Specification Plan
January 2015 Updated text regarding use of dual monitors
Updated content per Compensation Service
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Change Record
April 2018 ii
Date Change
March 2015 Updated PMC VSR to PMC VSR and VCE
October 2015 Updated procedures, web links and added CPKM notes
Updated Sr. VSR and Coach Test Specification Plan
December 2015 Verified VBA links
January 2016 Added references to Sr.VSR and Coach
Placed KSA 7-03 back in Coach Test Specification Plan
February 2016 Updated the PMC VSR Test Specification Plan
Updated SJT descriptions for Sr.VSR, DRO and Coach
March 2016 Updated portal login procedures
Updated JRVSR Test Specification Plan
April 2016 Updated list of restricted resources during testing
May 2016 Updated the VSR Test Specification Plan
June 2016 Removed Appendix E: Exam Prep Advice
Added Appendix E: Test Preparation
Updated VSR and Coach Test Specification Plans
July 2016 Added “Just Sufficiently Qualified” (JSQ) definitions
September 2016 Updates to PMC VSR & VCE Test Specification Plan
and JSQ
Update to Sr. VSR Test Specification Plan
Deleted information regarding MCC test questions for
Sr. VSR
Reconstructed TOC
October 2016 Added Appendix F 508 Compliance
Created Appendix hyperlinks
Removed short answer information
Removed blueprint for Test Specification Plan
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Change Record
April 2018 iii
Date Change
November 2016 Updated SJT screen shots
January 2017 Added SJT item strategy tips
May 2017 Added KnowVA: https://www.knowva.ebenefits.va.gov
Removed Training letters
August 2017 Added Assistant Coach section
Updated Coach and Assistant Coach tables
Deleted JSQ section from Coach and Assistant Coach
Changed wording in TSP Coach and Asst. Coach
sections
Added Appendix G
Changed Version number to 4.0
Created new section called How Is Certification-Level
Performance Established that includes the PLGs
October 2017 Updated contract number
Updated portal screen shots
Added pre-test demographic question information
January 2018 Updated SJT rating description
Updated TSP
April 2018 Added “Test Portal Update” paragraph to Assistant
Coach section
Updated SJT information in Assistant Coach section to
include links to training videos
Added “Test Portal Update” paragraph to Coach section
Updated SJT information in Coach section to include
links to training videos
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General Test Information
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General Test Information
Introduction to Skills Certification
The Veterans Benefits Administration (VBA) Skills Certification tests were developed to
improve the organizational performance and professionalism of claims personnel. Refer to the
VBA Skills Certification website for the specific policies governing the tests:
http://cptraining.vba.va.gov/C&P_Training/Skills_Cert/Index.htm,
The development of the tests involved: (1) analyzing the jobs in terms of tasks and knowledge,
skills, and abilities (KSAs) required to perform those tasks, (2) developing Test Specification
Plans (TSPs) and test questions, and (3) designing testing procedures.
Purpose of the Skills Certification Readiness Guide
The Readiness Guide will orient you to the Skills Certification test, providing resources such
as websites, training packages, and VBA publications to reference during the test and strategies
for preparation and taking the test.
Overview of the Testing Process
The test is delivered via the Internet. When you arrive at the test site, the Test Administrator
(TA) will have started your computer. You will be required to log in to the computer and launch
the test website (Figure 1) in a browser. Do not log in to the test itself until you are instructed
to do so.
After everyone is seated, the TA will read the opening instructions, informing you when to:
1. Select the System Check link to verify your software supports the portal. If you have
any software that needs attention, notify the TA immediately.
2. Verify your documentation shortcuts open in a new tab or window. If they do not, your
browser must be configured properly by following the steps in the Setup Instructions.
3. Log in using the username, consisting of two letters and five numbers, and password
provided to you.
If you need assistance due to a disability covered under Section 508 of the Rehabilitation Act
of 1973, see Appendix F: Section 508 Compliance for additional guidance and navigation
direction.
When you successfully log in, you will be asked to read and agree to the electronic Test
Candidate Confidentiality Agreement displayed on the screen (Figure 2). Upon selecting
Continue, the Work-related Demographic Questions screen displays (Figure 3). Candidates
must answer these three questions before continuing. You will then see the Welcome screen
with the message “Hello, (Your Name)!” (Figure 4). Below the welcome banner, your name
will display as it will appear on the test certificate. If you need to edit the name that will display
on the certificate, make your changes in the text field on the screen. Note that changing your
certificate name will not correct it for post-test letters and reports.
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Figure 1: Login Screen
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Figure 2: Confidentiality Agreement Screen
Figure 3: Work-related Demographic Questions Screen
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Figure 4: Welcome Screen
Once the test is started, the TA will instruct you to click the Continue button to begin Session
1 (Figure 4).
The timer, located at the top right of each Question screen (Figure 5), keeps you informed of
the estimated time elapsed so you can monitor your progress.
Figure 5: Question Screen
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Hide or show the timer using the Elapsed Time link at the top of the screen.
Navigate among questions using either of two methods:
Click on each individual number along the top of the screen.
Use Previous and Next buttons located at the bottom of each question.
All unanswered questions at the top of the screen will remain in bold, blue type. The number
of the question you are currently answering will appear in red with brackets surrounding it. All
questions you have answered will turn black, not bold. Questions marked for review will be
underlined.
The yellow banner above each question provides instructions for answering the question type
(Multiple Choice or Situational Judgment Test).
Mark any question(s) you would like to review by selecting the box below the question.
Enter comments about a test question in the Comment field located below the Previous and
Next buttons. The opportunity to leave comments about the overall testing experience is
provided at the end of the test on the Background tab, where you are directed after completing
Session 2. All comments are confidential and have no bearing on your test score.
When you go to the Review screen after the last question (Figure 6), any questions that have
not been answered and the questions you marked for review will be listed.
Figure 6: Review Page
When all questions are answered, the Review screen indicates completion of all questions in
the session (Figure 7). All question numbers at the top of the screen will be colored black,
indicating all questions are answered and recorded in the test database. Select the Complete
Session 1 button to submit this section of the test.
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Figure 7: Review Screen Showing All Questions Answered
You will not be able to return to Session 1 once it has been completed. Be sure to take
advantage of any time left in the session to review flagged items, review all answers, and check
references for as many items as possible.
Once Session 1 is complete, a break is provided. When you return for Session 2, you will log
in the same way, the TA will start the test, and you will begin the second session.
When you click the Complete Session 2 button on the Review screen, you will be taken to the
Background tab, which features several demographic questions. These questions are used to
improve test development and administration. These questions will not affect your score in any
way. On this screen you can comment about your overall testing experience. After submitting
the background questions and exiting the test, you are free to leave the testing room.
Test Item Formats
Skills Certification tests include two types of test items:
Multiple choice
Situational judgment test (SJT) items for Sr. VSR, DRO, Assistant Coach, and Coach
tests only
Multiple choice items are worth 1 point each. SJT items vary in value based on the number of
responses being rated. Additionally, the tests may include longer questions that include a job-
related situation. Some questions also include links to PDF files (e.g., normal documents found
in a claims folder) that should be open and reviewed in order to answer the question effectively.
Note: Once you are finished with a PDF file(s) for a question, close it to ensure you reference
only any relevant file(s) for test items.
Test Conditions
You must adhere to the following testing rules and procedures:
The test is open book, although you will not have access to shared drives. You will be
allowed to work with IRM staff to set up the computer you will use at the test site 1 or
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2 days prior to the exam, in order to access references and job aids you use regularly.
Make sure all your needed references or tools are available on the desktop or via the
intranet.
The TA or other Regional Office (RO) officials will inform candidates of the start time
for the test. Arrive at the test site at least 15 minutes before start time to register. A
photo ID is required to sign in at the testing site.
Bring all necessary references with you. You will not be allowed to return to your desk
or office during the test.
For test security purposes, you will not be allowed to write on your own books and
reference materials during the exam. If this rule is violated, your references will be
confiscated and you will be expelled from the test site.
You will not be allowed to access email or Lync during the test.
You will not be allowed to discuss the test content either during or after the test.
Discussing the test in person or electronically is not allowed, and should not occur.
Dual monitors are required during testing.
Electronic devices, such as cell phones, iPods, iPads, tablets, and smartwatches may
not be brought to the test site.
You may take a personal break during the test; however, extra testing time will not be
allotted.
If your computer malfunctions during the test, notify the TA immediately to stop your
test, so testing time is not lost. You will be allowed the time remaining on your test
when the problem is resolved.
Frequently Asked Questions (FAQs)
The following are some frequently asked questions regarding the Skills Certification test:
How are test items developed?
Skills Certification tests are derived from a job task analysis (JTA), which is a study of the
tasks and KSAs required to perform the job. JTAs are conducted for each position using subject
matter experts (SMEs) in the field across VBA. The data from this analysis is translated into
the Test Specification Plan or what is covered on the test. Test Specification Plans are
published in this Readiness Guide and on the Skills Certification website. VBA SMEs with
experience in the job develop test items, based on areas identified in the Test Specification
Plan. Items undergo multiple rounds of review to ensure they are related to the job and meet
test item development standards. Additionally, VBA Central Office (CO) reviews every item
just before it appears on a Skills Certification test to validate item content and to ensure
associated references are current, accurate, and relevant.
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I understand this is an open book test. What can I bring with me?
Bring any helpful reference materials (see the Table of Contents for the pages relevant to your
test); a battery-operated, non-programmable calculator; and handwritten or typed notes. You
will not be allowed to write on any materials you bring into the test facility. If the TA observes
a candidate writing on personal materials, those materials will be confiscated. You will not be
allowed to bring scratch paper of your own or electronic devices (e.g., BlackBerry, smartphone
or other cell phone, iPod, iPad, tablet) The TA will provide scratch paper. Electronic devices
brought to the test site must be left with the TA.
Can I access any online references during the test?
Candidates may not access the following resources during the test:
Microsoft Lync
Network shared drives
VBMS-R
ASPEN
Accessing any of these poses a severe security risk. Candidates should have all necessary
references and tools available on their desktop or via the intranet. You may bring hard copy
references or handwritten notes. Reference tools such as the Combinator and visual/hearing
calculators are available through the Compensation Service homepage, which is accessible
during the test. Testing participants may access VBMS.
Who will administer the test?
A Human Resources representative from your office usually serves as Test Administrator (TA)
or test proctor.
What if my disability might make it harder for me to take the test?
Reasonable accommodations for taking the test are provided in accordance with the Americans
with Disabilities Act (ADA). When a disability or need for reasonable accommodation is not
obvious or not already known to VA (on file with the RO), the Agency may request the
employee submit appropriate medical documentation about the disability and limitations that
would affect the candidate in the testing environment.
In order to comply with VA Handbook 5975.1, Processing Requests For Reasonable
Accommodation from Employees and Applicants With Disabilities, a test candidate should
make the request in writing at the time the application is submitted, and must include all
appropriate medical documentation supporting the accommodation. Regional Offices will
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process accommodation requests as expeditiously as possible. Requests should describe the
preferred accommodation (e.g., large-print test booklet, additional time, a separate testing area)
and the reason it is needed. If the request expands on an existing accommodation (e.g.,
currently use a separate testing area but now request additional time), additional documentation
may be needed. If medical documentation cannot be obtained in time for the test, the request
may not be approved.
Employees who have unsuccessfully completed Skills Certification within a fiscal year and
have an approved accommodation on file are not required to provide new medical
documentation unless they are requesting a different accommodation. However, employees
required to undergo recertification (every 2 years) must provide updated medical
documentation to support accommodations.
I use two monitors for my regular work. Will I be able to do so for the test?
Yes. Dual monitors are required in the testing environment at all stations.
Can I flag items on the test so I can come back and review or answer them later?
Yes, you can flag any question in the current session by selecting (placing a checkmark in) the
box below the question. Questions marked for review will be underlined in the list of numbers
at the top of the screen. The test has a review screen at the end that includes links to any items
that were flagged for review and any that were not answered.
My answers disappeared for several questions that I already answered. Do I have to
answer them again?
Your answers are recorded each time you answer a question. If it appears you are missing
answers while taking the test, make sure you have only one tab or window open accessing the
Test Portal. Close any extra tabs or windows.
How is the test scored?
The test score is based on the total number of items answered correctly on the exam. The
specific requirements for each test are described in the relevant section of this document (see
Table of Contents).
How will I be notified of my test results?
VBA will distribute results to your office approximately 1 month after test administration.
How will my results look?
All candidates will receive a letter stating whether or not they passed. In addition, candidates
will receive a feedback report that shows their overall test performance (pass or fail) and
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identifies areas needing improvement. The report includes knowledge areas covered by the
test, how much of the overall test is represented by each knowledge area, and graphs indicating
the candidate’s relative performance. The report also provides a list of references and related
training to review for missed items. See Appendix A: Understanding the Individual Feedback
Report for additional information.
What if I do not pass the test?
If your test results do not meet the criteria for certification, you will be given the opportunity
to receive additional training and to retake the test at a later date. More information about the
governing rules for each test is available in OFO Letters and other documents available on the
Skills Certification website at:
http://cptraining.vba.va.gov/C&P_Training/Skills_Cert/Index.htm.
Test Preparation
Preparing the Testing Environment
The following are some suggestions regarding the preparation of the testing environment:
Setting Up Your Desktop
Prior to test day, coordinate with your station’s TA to schedule time to gain access to the PC
you will be using for testing in order to personalize the desktop. As you prepare for testing,
identify resources you use most often. Consider creating shortcuts for resources such as
Compensation Service Knowledge Management (CPKM), KnowVA, Compensation Service
Homepage (which includes the Publications page), and other web-based resources. KnowVA
is an alternate resource to CPKM. The information in Appendix E: Browser Set Up Instructions
will assist you with browser configuration.
You will not have access to the network drive during the test, so there is no need to copy the
shortcuts from your workstation to the network drive. IRM staff can assist you in creating
shortcuts on your test PC.
Create Shortcuts
To create shortcuts for applications:
1. Minimize all programs.
2. From your PC desktop, using your mouse, right-click the Start button.
3. Select Explore.
4. Double-click “VBAPPS” on the right side of the screen.
5. Right-click the program for which you want to set a shortcut and select Copy.
6. Right-click on an empty space on desktop and select Paste.
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To create a shortcut for websites:
1. Minimize all programs.
2. From your PC desktop, using your mouse, right-click and point to New and then
Shortcut.
3. On the screen that pops up, for Command Line enter the URL (e.g., for Compensation
Service Publications Page: http://vbaw.vba.va.gov/bl/21/publicat/pub_home.htm)
4. Click Next.
5. Give the icon a name, such as “Publications Page.”
6. Click Finish.
Friendly Reminders . . .
You will not have access to your email during the test. Ensure reference materials
saved in a personal email folder are available to you in another format.
You will not be allowed to access Microsoft Lync or shared drives.
Test Preparation Resources
Compensation Service provides a wide variety of resources to prepare for the exam and to use
in working cases every day including:
Compensation Service homepage
Compensation Service electronic references
Training resources/job aids
Skills Certification website
Compensation Service Homepage
Setting up a shortcut to the Compensation Service homepage gives you quick access to many
resources and tools. Answers can be found quickly and accurately during the test and in the
course of your daily work by accessing the website at http://vbaw.vba.va.gov/bl/21.
Frequently Asked Questions (FAQs)
FAQs are a way of sharing questions ROs send to CO. Its purpose is to offer policy and
procedural guidance to the field. Questions cover a wide range of topics and are arranged in
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alphabetical order. To access FAQs, use the Index to Individual Pages in the middle of the
page, or click on the Topic Index link from the left menu.
For example, to find a question concerning the topic of hearing loss, click on the H button
under the Index to Individual Pages, and scroll down in the alphabetical list to view questions
relating to hearing loss. Once one is found, click the link on the topic to access the specific
question and answer provided by CO. Note: FAQs may be clarified or modified as laws change.
Procedures
This page contains all current Duty to Assist/Veterans Claims Assistance Act “What the
Evidence Must Show” attachments, as well as other procedural items of interest.
Search
This page allows you to search the entire Compensation Service website for needed references.
Begin by selecting the specific reference tool needed (for example, M21-1, Part 4). When only
this reference is selected, the search engine searches this specific reference and no others.
When the search yields documents:
Click the page title to see the complete page with all formatting intact.
OR click on:
o Summary: Short excerpts immediately before and after each hit within the
document are displayed by highlighting.
o Full: Navigate between highlighted hits in the document using “<<” and “>>”
tags around a hit. Clicking “<<” takes you to the previous hit, clicking “>>”
takes you to the next hit.
An advanced search allows searching “the exact phrase,” “all of the words,” “at least one of
the words,” and “without the words.” More specific searches are allowed using all of the
references on the Compensation Service site at the same time or by searching a more specific
reference as mentioned above.
Calendar
This page shows Compensation Service monthly activities, job announcements and
opening/closing dates, and manual change releases. There will also be a note for the cutoff
dates for retired pay cases to be authorized.
Publications This page contains links to Compensation Service publications used daily, such as:
Publications, including the United States Code (U.S.C.), Public Laws (PL), the Code of Federal
Regulations (CFR), M21-1 in entirety, Letters, and court-related items. A link for Current Rate
Tables, ZIP code finder, medical job aids, the Federal Benefits for Veterans and Dependents
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pamphlet, and CPKM are available. Additional information is available under Miscellaneous
- Goodies and Research Tools.
Rating Job Aids
This page contains references for RVSRs and VSRs, including links to disability exam
worksheets, to help determine if an exam is adequate when reviewing a case. A link to the
rating schedule is provided to look up disability percentages or diagnostic codes. A medical
dictionary link is available to help explain medical issues claimed by Veterans.
Tools such as the Combinator and tools for calculating levels of visual acuity, visual field, and
hearing loss are available in the Rating Job Aids link or Quick References are available from
the Compensation Service website. This site also includes links to Medical EPSS, Clinician’s
Guide and VA, medical, and military sites.
Training Website
This page is helpful to prepare for certification, while taking the test, and for completing daily
work. Many quick resources to help get the job done include:
Medical EPSS
Rating calculator, which includes the Combinator
Public Contact Job Aid
VSR, RVSR Training Curricula
VSR, RVSR Assistant and other EPSSs and job aids
VSR, RVSR TPSS
Other Pages
Fiduciary contains references and job aids for the fiduciary section of the Veteran Service
Center (VSC).
Site Visits documents include results of Compensation Service visits to field stations and
posts and Best Practices found at these stations.
Applications contain user guides to most of the computer support systems and background
materials.
Program Operations is used by division managers to assess each division’s performance
against established measures.
Outreach contains topics of special interest including Homeless Veterans, Women Veterans,
and Casualty Assistance, and a list of Outreach Coordinators at each station.
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Directories contain biographical information about the people in Compensation Service,
including where they fit into the organization and projects/areas of expertise.
Court Related Info contains information on the Judicial/Advisory Staff within
Compensation Service, including a link to Court of Appeals for Veterans Claims (CAVC)
and Decision Assessment Document (DAD) cases as well as an index to General Counsel
Opinions and DADs.
Friendly Reminders . . .
Routinely check the Calendar page for changes and events that affect you.
There are links at the bottom of the Compensation Service homepage to the Compensation
Service Internet, the VA and VBA Internets and Intranets.
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Compensation Service Electronic References
This section explains how to find and use electronic references and includes three ways to
access them.
Compensation Service Publications Page
Figure 8: Compensation Service Publications Page
The Publications page of the Compensation Service website (Figure 8) can be accessed at:
http://vbaw.vba.va.gov/bl/21/publicat/ or via the Compensation Service Homepage. Reference
materials on the Publications page are organized by categories:
U.S.C. & Public Laws
Regulations
Manuals
Letters
Guides
Court Related
Forms
Miscellaneous
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Online VA references, including CPKM, are updated daily, making them the most up-to-date
versions available.
The benefits of using online versus paper versions of references include easier and faster
navigation, and as laws are changed, electronic versions are updated quickly.
Training Resources/Job Aids
The following tools can be used to better understand the benefits programs administered by
VBA. These aids help in making informed decisions on cases worked every day, and are
beneficial in preparation for the Skills Certification test.
Compensation Service Training Website
Located at http://cptraining.vba.va.gov/C&P_Training/, the Compensation Service Training
website catalogs and maintains links to training curricula on pre- and post-determination,
rating, IPC, Appeals, MSC/IDES, Fiduciary & FE, and Quality Client Services topics. Many
training materials are available from the VBA Learning Catalog at https://vba-
tpi.vbatraining.org/lc. Curricula include lesson plans, handouts, review exercises, and
PowerPoint presentations for review or refresher purposes.
TPSS
Accessed via TMS at https://www.tms.va.gov/learning/user/login.jsp, the Training and
Performance Support System (TPSS) is an interactive learning tool designed to familiarize
VSRs/RVSRs with compensation and pension processes and principles. TPSS modules contain
pre and post tests. If access is denied, contact your TPSS Coordinator.
VSR Assistant
Located at http://epss.vba.va.gov/vsr%5Fassistant/, the VSR Assistant is an online job
reference and information tool designed to guide users through completion of claims
processing tasks. The VSR Assistant guides users through tasks and provides appropriate
manual and CFR citations. The user can work through a live case while navigating EPSS.
Topics include ChampVA, COD Determinations, Dependency Job Aids, Due Process, Private
Medical Records (PMR), DEA (Chapter 35), Helpless Child, Hospital Adjustments, Effective
Dates, Incompetency, Medical EPSS, Income/Net Worth Determination, PTSD, and IVM.
Skills Certification Website
The Skills Certification website provides detailed information on each Skills Certification test
and is designed to orient candidates to the test administration process. Each Skills Certification
test has a webpage that lists information to include dates of the next test administration, Points
of Contact, the Test Specification Plan for each test, and a prep test. The site is accessed at
http://cptraining.vba.va.gov/C&P_Training/Skills_Cert/Index.htm.
Skills Certification Readiness Guide 2017
General Test Information
April 2018 17
Test Taking Strategies
Although strategies for completing a test successfully can be helpful, they are not a substitute
for knowledge of the subject matter. Below is useful information to maximize your time while
completing the Skills Certification test.
Test Anxiety
While a certain degree of anxiety is normal and can aid alertness, too much anxiety can
negatively affect performance. These strategies can assist in reducing test anxiety:
Think of the test as an opportunity to exhibit your knowledge.
Review materials that pertain to test topics.
Relax, breathe deeply, and stay focused on the test.
Do not overemphasize the importance of the test.
Get adequate rest, especially the night before the test.
During preparation and beyond, use exercise, meditation, self-talk, and/or other
relaxation techniques to relieve test-related anxiety.
Preparation Tips
The following are some preparation tips regarding the Skills Certification Test:
It is never too early to start preparing. See Appendix C: Certification Preparation
Checklists for preparation guidance. If you anticipate taking the test soon, consider
compiling notes and organizing reference binders of useful information (i.e., eligibility
requirements, dependency, effective dates). This helps to refresh your memory on
topics, and increases your efficiency in responding to questions.
Plan test review as part of your regular daily/weekly schedule; this will make it more
effective and manageable.
Review in several short periods, rather than one long period for better retention and
less fatigue.
Turn main points of each topic or heading into questions and check to see if the answers
come to you quickly and correctly.
Flashcards are a helpful way to review terms and eligibility requirements. Review the
cards in random order using only those items you have difficulty remembering, such as
specific manual references.
Become familiar with the Compensation Service homepage and links to resources. This
will reduce time searching for references during the test.
Skills Certification Readiness Guide 2017
General Test Information
April 2018 18
Objective Test Strategies The following are some testing strategies:
After reading each question, if you are unsure of the answer, flag it and return to it later.
Answering questions first that you readily know will decrease test anxiety is an efficient
use of time.
Reread all questions containing negative words such as not or least.
Situational Judgment Test (SJT) Item Strategies For Assistant Coach, Coach, DRO, and Sr. VSR candidates:
Think rating instead of ranking. Do not rank each response according to the others.
Rate the effectiveness of each response independently. Some responses may be
effective while others may be ineffective.
Do not be influenced by thoughts of, “but I would never do that” or “I just don’t see
what I would do in this situation.” You are rating the effectiveness of each response as
if it was what happened, not as a choice of “what would I do?” Try thinking of each
situation as if you are observing another Coach and this response is what that Coach
did. Rate the effectiveness of that response. Even though the response might not match
how you would have handled the same situation, this was the response that was taken.
Remember, it is not a choice between responses, but a rating of different responses as
if they actually occurred.
On Testing Day Review the following tips and suggestions regarding testing day:
Arrive early. This will help you be more alert and calm.
It’s perfectly normal to have temporary lapses in memory, so don’t panic. If you have
trouble answering a question, flag it and return to it later.
Make sure you fully understand the test directions before attempting to solve a problem
or answer a question.
Read each question carefully and completely before choosing an answer. Reread the
question many times if needed.
Do not leave questions blank; make an educated guess instead (dismiss unlikely
answers to increase your chance of guessing correctly). Your grade is based on the
number of correct items.
Do not be disturbed when other candidates finish before you. Take your time and work
at your own pace. If you have time left, check your answers to eliminate errors.
Skills Certification Readiness Guide
Assistant Coach Test Specifics
April 2018 19
Test Specifics
Assistant Coach Skills Certification Test
An Assistant Coach must meet certain criteria to be eligible to sit for the Skills Certification
test. If you are not certain about your eligibility, talk with your supervisor.
The Assistant Coach Skills Certification test consists of Job Knowledge and Situational
Judgment Test (SJT) sections.
The scored portion of the Assistant Coach test includes approximately 100 items. The test also
includes additional items that are pilot tested for use on future tests and do not count toward
your score on the test. It is important that you treat all questions equally, as pilot items will not
be identified.
Test Portal Update
The Test Portal for the Assistant Coach test has been updated to organize test items by major
content sections (see Figure 9). The major content sections are presented as selectable tabs,
which are located above the list of item numbers. Tabs and item numbers will highlight to
show the current content section. The current content section highlighted will change as you
advance through the test items. You may select a tab to view a specific content section if you
would like to answer items in a particular section first.
Figure 9: Test Portal Update with Major Sections
Skills Certification Readiness Guide
Assistant Coach Test Specifics
April 2018 20
Job Knowledge Test
The Job Knowledge Test portion is worth 60% of the total score. You will have 3.5 hours to
complete the job knowledge portion of the test.
Situational Judgment Test (SJT)
SJT items, written by VBA SMEs with experience in the position being tested, present a job-
related situation and a list of responses that an individual might take.
During the test you will be asked to rate the effectiveness of each response using the drop-
down menu. You will use a 7-point scale, with 1 being very ineffective and 7 being very
effective. See Appendix B: Situational Judgment Test (SJT) Item Scale for more information.
Think rating instead of ranking. Do not rank each response according to the others. Rate the
effectiveness of each response independently. Some responses may be effective while others
may be ineffective. Further instructions and an example item can be accessed by clicking the
SJT instructions link found on the Welcome screen of the Test Portal, as well as above each
SJT item.
For more information, see the three short SJT training videos available on the Assistant Coach
& Coach section of the Skills Certification website.
You will have 1.5 hours to complete the SJT portion of the test.
TIP: When reading each SJT item, think rating instead of ranking and rate each response
independently from the others. Refer to Situational Judgment (SJT) Item Strategies for more
information.
Skills Certification Readiness Guide
Assistant Coach Test Specifics
April 2018 21
Figure 10: SJT Item
The ratings for the SJT responses, like all test items, are developed by a group of VBA SMEs.
There is a “VBA way” of interaction between employees and VBA stakeholders, although this
may be influenced by personal styles of communication. To reflect this, test takers are given
partial credit if their responses are close to the best rating for a given action. Suppose, for
example, the second response shown (Figure 10) has a keyed effectiveness rating (the best
rating) from the SMEs of a 6. This test taker rated that response a 7. The test taker will receive
a fraction of a point for being close to the keyed effectiveness rating. The test taker would
receive full credit if he or she had rated the response a 6.
Test Specification Plan (TSP) for Assistant Coach Skills Certification
The TSP details the dimensions, knowledge, skills and abilities (KSAs) category, and facets
of content areas the test covers. A dimension is a broad job-related competency, such as
Leadership, Workload Management, or Claims Development. Each dimension is broken
down further into individual KSA categories. Each KSA category is then further refined into
knowledge facets, which are specific, detailed, and non-overlapping aspects of a broader
knowledge domain. Performance Level Goals (PLGs) are the levels of competency needed
for each KSA, predetermined by the VBA Test Development Committee (TDC).
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April 2018 22
The three columns on the right indicate whether a specific team will be tested on the listed
facet. A “” indicates it will be covered on the test, and an “X” indicates it will not be
covered on the test. See Appendix G: Understanding the Test Specification Plan for more
information.
1. Workload Management
This KSA category comprises 22% of the test.
1-1 Knowledge of factors that impact timeliness Appeals Public
Contact
Service
Center
Claim attributes
Staffing
Training
Second signature review
Case complexity
Deferrals
Performance Level Goal
Possess a moderate understanding of IQRs and how they impact the performance rating of individual
employees.
Hold a limited ability to identify error trends and recommend targeted training, using individual
employee deferral data, and IPR/IQR results.
May need to seek guidance in recommending how to improve individual team member quality.
1-2 Knowledge of the National Work Queue functionality Appeals Public
Contact
Service
Center
Time in queue (RO/team/user)
National claim distribution and WIT
Work distribution and local routing rules
Recall status
Special missions
Performance Level Goal
Hold a moderate understanding of the relationship between time in queue, work load distribution, local
routing rules, and recall status and how these concepts relate to claim distribution from the National
Work Queue to Regional Offices.
Seek assistance troubleshooting exceptions that occur with NWQ functionality.
Able to assign work as needed, but occasionally need assistance.
1-3 Ability to apply workload planning and management techniques,
using progress indicators and factors that impact them Appeals
Public
Contact
Service
Center
Inventory levels and date of claim X
Monitoring days in queue X
Employee availability X
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April 2018 23
Transaction credit reports X
Claim status and suspense dates X
Work distribution X
Impact of special issue indicators and routing rules X
Performance Level Goal (for Public Contact and Service Center)
React to factors related to workload planning, making short term changes when needed.
Hold the ability to analyze progress indicators and identify and address routine barriers to meeting
goals.
Routinely seek out guidance in the planning and management of day to day workload.
1-4 Ability to apply appeals workload planning and management
techniques, using progress indicators and factors that impact them Appeals
Public
Contact
Service
Center
Employee availability X X
Special Issues (priority processing) X X
BVA work load and timeliness X X
Travel Board hearings X X
DRO hearings X X
AMO directives and priorities X X
Performance Level Goal (for Appeals)
React to factors related to workload planning, making short term changes when needed.
Aware of AMO directives and BVA/Court decisions as they impact appellate inventory.
Possess the ability to analyze progress indicators and identify and address routine barriers to meeting
goals.
May seek guidance in the planning and management of day to day workload.
1-5 Knowledge of quality management resources, techniques, and
procedures to improve individual team member quality Appeals
Public
Contact
Service
Center
IQRs
QRT
STAR reports and procedures
Deferrals X
Trend analysis, IPRs, targeted training
Performance Level Goal
Possess a moderate understanding of IQRs and how they impact the performance rating of individual
employees.
Hold a limited ability to identify error trends and recommend targeted training, using individual
employee deferral data, and IPR/IQR results.
May need to seek guidance in recommending how to improve individual team member quality.
2. Personnel/Labor Management
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Assistant Coach Test Specifics
April 2018 24
This KSA category comprises 21% of the test.
2-1 Knowledge of procedures related to employee leave Appeals
Public
Contact
Service
Center
Annual and sick leave
Other types of leave (FMLA, LWOP, AWOL, advance, military, court, Disabled Veteran)
Leave restrictions
Performance Level Goal
Hold a limited understanding of eligibility for leave, VA Handbook 5011, the master agreement, and
local policies with regard to annual and sick leave.
Do not handle leave restrictions.
Need close supervision for other types of leave scenarios.
2-2 Knowledge of disciplinary action Appeals Public
Contact
Service
Center
Procedures (Douglas Factors, table of penalties, fact finding)
Progressive levels of discipline
Initiation/proposals
Implementation X X X
Union involvement
Performance Level Goal
Need active and on-going assistance with simple and routine conduct issues, but will not be able to
handle complex and unique conduct issues.
May have trouble distinguishing between conduct and performance issues.
Need assistance distinguishing between the need for counseling versus disciplinary action, in
accordance with VA Handbook 5021 (Table of Penalties).
Need direction in preparing the documentation, notification, or higher-level referral, involving the
appropriate parties along the way.
2-3 Knowledge of Labor/Management Relations Appeals Public
Contact
Service
Center
Roles and responsibilities
Official time
Mediations
Master agreement
Performance Level Goal
Possess limited and very basic knowledge of the roles of the union.
In very simple circumstances, understand when to involve the union, but will need guidance for most
circumstances.
Hold a basic understanding of frequently-used and basic concepts in the master agreement (e.g., leave,
disciplinary action, counseling), but cannot apply them without assistance/guidance.
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April 2018 25
2-4 Knowledge of performance appraisals and national performance
standards
Appeals Public
Contact
Service
Center
Performance appraisals (summaries, mid-year, rating of record)
National performance standards
Performance Level Goal
Implement the performance appraisal process in a timely manner, with direct supervision.
Need guidance in understanding how changes to national performance standards may affect the
performance appraisal process.
Possess limited knowledge of the national performance standards.
2-5 Knowledge of the policies and procedures for managing telework
employees Appeals
Public
Contact
Service
Center
Documentation requirements
Telework agreement
Performance and termination
Performance Level Goal
Initiate the telework process (e.g., agreement, IT requirements, training) under direct supervision.
Need direct supervision in monitoring and modifying an existing telework agreement to meet the needs
of the organization; or terminating the telework agreement for performance or conduct issues.
3. Development
This KSA category comprises 17% of the test.
3-1 Knowledge of criteria for service connection Appeals Public
Contact
Service
Center
Direct
Presumptive
Secondary
Aggravation
Performance Level Goal
Understand the basic concepts of direct and secondary service connection and consistently identify
these types correctly.
May seek guidance with presumptive and aggravation.
3-2 Ability to recognize and identify types of claims Appeals Public
Contact
Service
Center
Original
Increase
Appeals
FDC
Reopened
Reconsiderations
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April 2018 26
Dual
Performance Level Goal
Recognize and correctly categorize most types of claims.
Rarely seek guidance to determine the appropriate type of claim in more complex situations.
3-3 Ability to classify the type of claim as an informal or formal claim, or an
intent to file Appeals
Public
Contact
Service
Center
Informal
Formal
Intent to file
Performance Level Goal
Correctly classifies formal, informal, and intent to file most of the time and are aware of frequently
used application forms but may not know the date of the law change.
Are somewhat familiar with intent to file procedures.
3-4 Knowledge of VSC claims process Appeals Public
Contact
Service
Center
Status
Eligibility
Evidence requirements
Evaluation
Claims processing
End products and claim labels
Performance Level Goal
Possess an understanding of the concepts, rules, and regulations guiding the VSC claims process. Hold
basic knowledge of most end products and claim labels.
May occasionally require assistance with more complex or rare situations.
Rarely seek guidance regarding the appropriate routing of claims to achieve timeliness goals.
3-5 Knowledge of the appeals process Appeals Public
Contact
Service
Center
Status
Regulations
Timely filing
Stages (NOD, Remand, Form 9)
Travel Board hearings
DRO hearings and informal conferences
Performance Level Goal (for Appeals)
Skills Certification Readiness Guide
Assistant Coach Test Specifics
April 2018 27
Possess a general understanding of the concept of appeals.
Rarely seek guidance regarding the appropriate routing of appeals.
Performance Level Goal (for Public Contact and Service Center
Possess a limited knowledge and understanding of the appeals process.
Occasionally require guidance regarding the appropriate routing of appeals.
4. Leadership
This KSA category comprises 21% of the test.
4-1 Ability to prioritize both individual and team tasks and manage
workload Appeals
Public
Contact
Service
Center
National, station, and team goals
Competing priorities
Staffing
Policy, procedural, and process changes
Combined workload
System latency and outages
Performance Level Goal
Strives to discern the importance of information and generally responds appropriately.
Provides minimal assistance to subordinates through policy, procedure, and process changes.
With guidance, prioritizes tasks and uses individual and team resources to maximize the ability to meet
national and team goals.
Identifies potential barriers to success and may seek guidance to develop contingency strategies.
4-2 Ability to treat employees fairly and with respect Appeals Public
Contact
Service
Center
Consistency in disciplinary actions
Rewards
Assigning special projects
Performance Level Goal
May be inconsistent in taking disciplinary action, assigning special projects, or distributing awards
fairly.
Uses professional and respectful language with few exceptions.
Generally interacts positively and respectfully with employees, may need additional assistance with
complex issues.
Responds to delicate situations only after considering all related evidence and information, but may
omit some pertinent details.
4-3 Knowledge of principles and techniques for delegation Appeals Public
Contact
Service
Center
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Assistant Coach Test Specifics
April 2018 28
Daily tasks
Leave
Across teams
Within teams
Performance Level Goal
Familiar with delegation process, may have difficulty knowing which tasks to delegate and to whom.
Occasionally takes on too many tasks but usually completes tasks in a timely manner.
Able to provide limited support to other teams when requested.
4-4 Ability to convey positive leadership traits through personal example
(e.g., ICARE values, honesty, knowledge, work ethic, decision making) Appeals
Public
Contact
Service
Center
Attendance
Undiscovered claims
Accountability
Organizational values
Performance Level Goal
Familiar with ICARE values and usually demonstrates them.
Considers the potential effects of challenging issues on team or station, but may need assistance in
determining appropriate resolution.
Demonstrates honesty and work ethic in professional decision making and generally considers the
impact of their actions.
4-5 Knowledge of motivational techniques Appeals Public
Contact
Service
Center
Telework employees
New and/or challenging goals and performance standards
Performance recognition and rewards
Overtime
Reassignment
Team-building
Performance Level Goal
Consistently uses existing methods of motivation, while actively seeking opportunities to include
telework employees.
Uses written and verbal communication with team members, but may need assistance with
motivational component.
Utilizes some techniques for performance recognition and rewards.
Occasionally tailors motivational techniques to teleworkers.
Generally approaches new and/or challenging goals positively, but occasionally needs support from a
mentor.
Skills Certification Readiness Guide
Assistant Coach Test Specifics
April 2018 29
4-6 Ability to provide and receive feedback in the appropriate time and
manner (e.g., informal and formal; to employees, to management, to other
stakeholders)
Appeals Public
Contact
Service
Center
Monthly reviews and performance appraisals
Implementation of new procedures and policies
Status updates on team performance and special projects
Inquiries (e.g., VSO, claims agents, Congressional, White House, attorney)
Performance Level Goal
Communicates feedback and accurately completes tasks in a timely manner with minimal assistance.
Usually competent in providing negative feedback and is usually receptive to receiving feedback.
Generally provides feedback in an appropriate forum, but may need guidance.
5. Interpersonal Skills
This KSA category comprises 12% of the test.
5-1 Ability to manage conflict Appeals Public
Contact
Service
Center
Quality and deferral disagreements
Union
Manual interpretation
Employee to employee conflicts
Supervisor to employee conflict
Supervisor to supervisor conflict
External stakeholders
Performance Level Goal
Understand how to manage conflict across a wide range of frequent situations, from simple to
complex.
Rarely need additional guidance.
5-2 Ability to relate to others from diverse backgrounds Appeals Public
Contact
Service
Center
Resistance to change
Cultural and Individual diversity (e.g., ethnic, religious, LGBTQ)
Motivation
Performance Level Goal
Understand the essential concepts, as well as some nuances, that relate to demographic (e.g., race,
ethnicity, gender, age, sexual orientation, gender identity, veteran status) and psychographic (e.g.,
attitudes, opinions, experiences, aspirations, values) diversity.
Generally understand the importance of promoting and leveraging diversity for the benefit of the team.
5-3 Ability to work as part of a team (e.g., individual team, management
team, NWQ/AMO, special projects) Appeals
Public
Contact
Service
Center
Special projects
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Assistant Coach Test Specifics
April 2018 30
Performance goals and metrics
Soliciting for improvements
Collaborating across teams
Collaborating as a virtual team
Performance Level Goal
Recognize all team members' perspectives and talents.
Demonstrate the behaviors they want their team members to exhibit.
Collaborate with other teams.
Aware of impact of their collective decisions and actions on other teams.
Regularly take initiative to actively participate with peers when appropriate.
5-4 Ability to tactfully and clearly communicate (e.g., positive or negative
information) Appeals
Public
Contact
Service
Center
Huddles and team meetings
Mandatory overtime
Communicating barriers to meeting deadlines
Managing expectations
Performance Level Goal
Clearly communicate in a timely manner and tactfully tailor the message based on the audience.
6. Self-Management
This KSA category comprises 7% of the test.
6-1 Ability to plan and prioritize one’s own tasks and time amid competing
and changing priorities Appeals
Public
Contact
Service
Center
Adaptability to changing priorities
Assess urgency and priority of tasks
Identify professional development needs and opportunities
Performance Level Goal
Plan their tasks and anticipate some barriers and interruptions.
Adapt to simple or routine changes in circumstance or direction from the organization.
Can distinguish between low and high urgency and priority of tasks.
Can manage time and competing priorities successfully, but these skills are still developing.
Can identify their own technical development needs but require guidance in identifying their
professional development needs.
*Note: Not all KSAs and categories are numbered consecutively.
Reference List for Assistant Coach Skills Certification Test
Skills Certification Readiness Guide
Assistant Coach Test Specifics
April 2018 31
Online reference resources that you would typically use in performing your job (e.g., CPKM,
the Compensation Service homepage, local links or databases) will be available on each
computer during the test. You are responsible for bringing any other reference materials to the
test. The following materials were used in developing the test and are recommended for study
and for reference during the test:
38 CFR Parts 3, 4
Compensation Service STAR Homepage
o http://vbaw.vba.va.gov/bl/21/star/star_home.htm
CPKM
Introduction to Workload Management
o http://vbaw.vba.va.gov/bl/20/201/Session.htm
KnowVA
o https://www.knowva.ebenefits.va.gov
M21-1
M21-3
M21-4
M&PA Reference Guide (PA&I)
o https://vaww.portal2.va.gov/sites/pai/PA/CATS/SitePages/Home.aspx
Master Agreement (links provided below)
VA Directives and Handbooks
o http://vaww.va.gov/OHRM/HRLibrary/Dir-Policy.htm
VA Pamphlets
VBA Supervisor’s Guide to HRM
o http://epss.vba.va.gov/HRM_Job_Aid/default.html
VBA Human Resources Handbook
VBA Intranet
VBA Mission Statement
VBA Organizational Chart
o http://vbaw.vba.va.gov/usb/index.htm
VETSNET Operation Reports Desk Reference Guide
VETSNET VOR Reference Guide
VOR Reports (on PA&I website)
Skills Certification Readiness Guide
Assistant Coach Test Specifics
April 2018 32
Tools available in RBA2000 such as the Combinator and tools for calculating levels of visual
acuity, visual field, and hearing loss are available in the Rating Job Aids link on the
Compensation Service website.
Links for the Master Agreement between VA and AFGE that governs employee/labor relations
for the Veteran Service Center and Pension Management Center employees in VBA are below:
2011 Master Agreement between the Department of Veterans Affairs and AFGE:
http://www.va.gov/LMR/docs/Master_Agreement_between_DVA_and_AFGE-
fin_52311.pdf
Article 67 “Skills Certification” of the agreement, signed in 2012:
http://cptraining.vba.va.gov/C&P_Training/Skills_Cert/Documents/Article67.pdf
Online Prep Test Tool
An online prep test is available for the Assistant Coach test on the Skills Certification website.
The prep test is a short, interactive tutorial that introduces you to the testing interface and
provides sample questions.
How Is Certification-Level Performance Established?
Establishing what “certification” means is a hierarchical process involving representatives
from all levels of the Compensation Service organization, from CO training specialists,
through RO directors and managers, to individual subject matter experts (SMEs) working in
the job for which the test is developed. At the top of the hierarchy, the Compensation Service
Skills Certification Program Development Committee (PDC), consisting primarily of RO
management and CO representatives, develops Performance Level Descriptions (PLDs) for
Basic, Low-intermediate, High-intermediate, and Expert levels of performance. These PLDs
define, as a matter of Skills Certification program policy, the performance characteristics of an
employee at each of the four levels. These descriptions provide an overarching policy-based
vision and framework that allows each TDC, consisting primarily of RO management and
SMEs, to define PLGs, at each of the four levels, tailored specifically to the various KSAs that
make up the test for which that committee is responsible (for example, Coach-Assistant
Coach).
For each KSA, the TDC develops a Basic, Low-intermediate, High-intermediate, and Expert
PLG, and determines which one of those levels represents “certification-level” performance
for a given position. The PLGs in concert with the TSP provide the specific knowledge and
skills and minimum level of those specific knowledge and skills that are required to pass the
respective test. Below is an example of PLGs for a KSA that is represented on the Coach-
Assistant Coach test:
Skills Certification Readiness Guide
Assistant Coach Test Specifics
April 2018 33
Performance Level
Goals(PLGs) KSA: Knowledge of factors that impact timeliness
Basic
Possess minimal knowledge of how various factors (e.g., claim
attributes, staffing, training, second signature reviews, and deferrals)
impact timeliness. Need guidance in applying that information to
workload planning, even in simple and routine instances.
Low
Intermediate
Possess a moderate knowledge of how various factors (e.g., claim
attributes, staffing, training, second signature reviews, and deferrals)
impact timeliness. Can apply that information to workload planning in
simple and routine instances. Need guidance on more complex
situations.
High
Intermediate
Possess a thorough knowledge of how various factors (e.g., claim
attributes, staffing, training, second signature reviews, and deferrals)
impact timeliness. Can apply that information to workload planning in
simple to complex instances and can assist others with simple or routine
questions.
Expert
Possess an exhaustive knowledge of how various factors (e.g., claim
attributes, staffing, training, second signature reviews, and deferrals)
impact timeliness. Can apply that information to workload planning in
all instances. Considered SMEs and are regularly sought out for
guidance.
Skills Certification Readiness Guide
Coach Test Specifics
April 2018 34
Coach Skills Certification Test
A Coach must meet certain criteria to be eligible to sit for this Skills Certification test. If you
are not certain about your eligibility, talk with your supervisor.
The Coach Skills Certification test consists of Job Knowledge and Situational Judgment Test
(SJT) sections.
The scored portion of the Coach test includes approximately 100 items. The test also includes
additional items that are being pilot tested for use on future tests and do not count toward your
score on the test. It is important that you treat all questions equally, as pilot items will not be
identified.
Test Portal Update
The Test Portal for the Assistant Coach test has been updated to organize test items by major
content sections (see Figure 11). The major content sections are presented as selectable tabs,
which are located above the list of item numbers. Tabs and item numbers will highlight to
show the current content section. The current content section highlighted will change as you
advance through the test items. You may select a tab to view a specific content section if you
would like to answer items in a particular section first.
Figure 11: Test Portal Update with Major Sections
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Coach Test Specifics
April 2018 35
Job Knowledge Test
The Job Knowledge Test portion is worth 60% of the total score. You will have 3.5 hours to
complete the job knowledge portion of the test.
Situational Judgment Test
SJT items, written by VBA SMEs with experience in the position being tested, present a job-
related situation and a list of responses that an individual might take.
During the test you will be asked to rate the effectiveness of each response using the drop-
down menu. You will use a 7-point scale, with 1 being very ineffective and 7 being very
effective. See Appendix B: Situational Judgment Test (SJT) Item Scale for more information.
Think rating instead of ranking. Do not rank each response according to the others. Rate the
effectiveness of each response independently. Some responses may be effective while others
may be ineffective. Further instructions and an example item can be accessed by clicking the
SJT instructions link found on the Welcome screen of the Test Portal, as well as above each
SJT item.
For more information, see the three short SJT training videos available on the Assistant Coach
& Coach section of the Skills Certification website.
You will have 1.5 hours to complete the SJT portion of the test.
TIP: When reading each SJT item, think rating instead of ranking and rate each response
independently from the others. Refer to Situational Judgment (SJT) Item Strategies for more
information.
Skills Certification Readiness Guide
Coach Test Specifics
April 2018 36
Figure 12: SJT Item
The ratings for the SJT responses, like all test items, are developed by a group of VBA SMEs.
There is a “VBA way” of interaction between employees and VBA stakeholders, although this
may be influenced by personal styles of communication. To reflect this, test takers are given
partial credit if their responses are close to the best rating for a given action. Suppose, for
example, the second response shown in Figure 12 has a keyed effectiveness rating (the best
rating) from the SMEs of a 6. This test taker rated that response a 7. The test taker will receive
a fraction of a point for being close to the keyed effectiveness rating. The test taker would
receive full credit if he or she had rated the response a 6.
Test Specification Plan for Coach Skills Certification
The Test Specification Plan (TSP) details the dimensions, knowledge, skills, and abilities
(KSAs) category, and facets of content areas the test covers. A dimension is a broad job-
related competency, such as Leadership, Workload Management, or Claims Development.
Each dimension is broken down further into individual KSA categories. Each KSA category
is then further refined into knowledge facets, which are specific, detailed, and non-
overlapping aspects of a broader knowledge domain. Performance Level Goals (PLGs) are
the levels of competency needed for each KSA, predetermined by the VBA Test
Development Committee (TDC).
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The three columns on the right indicate whether a specific team will be tested on the listed
facet. A “” indicates it will be covered on the test, and an “X” indicates it will not be
covered on the test. See Appendix G: Understanding the Test Specification Plan for more
information.
1. Workload Management
This dimension comprises 22% of the test.
1-1 Knowledge of factors that impact timeliness Appeals Public
Contact
Service
Center
Claim attributes
Staffing
Training
Second signature review
Case complexity
Deferrals
Performance Level Goal
Possess a thorough knowledge of how various factors (e.g., claim attributes, staffing, training, second
signature reviews, and deferrals) impact timeliness.
Can apply that information to workload planning in simple to complex instances and can assist others
with simple or routine questions.
1-2 Knowledge of the National Work Queue functionality Appeals Public
Contact
Service
Center
Time in queue (RO/team/user)
National claim distribution and WIT
Work distribution and local routing rules
Recall status
Special missions
Performance Level Goal (for Appeals and Public Contact)
Hold a moderate understanding of the relationship between time in queue, work load distribution, local
routing rules, and recall status and how these concepts relate to claim distribution from the National
Work Queue to Regional Offices.
Seek assistance troubleshooting exceptions that occur with NWQ functionality.
Able to assign work as needed, but occasionally need assistance.
Performance Level Goal (for Service Center)
Hold a thorough understanding of the relationship between time in queue, work load distribution, local
routing rules, and recall status and how these concepts relate to claim distribution from the National
Work Queue to Regional Offices.
Possess a basic understanding of the relationship between WIT and work distribution.
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Troubleshoot common NWQ functionality exceptions on their own.
May seek guidance for more complex exceptions.
Able to assist others with simple and routine questions.
1-3 Ability to apply workload planning and management techniques,
using progress indicators and factors that impact them Appeals
Public
Contact
Service
Center
Inventory levels and date of claim X
Monitoring days in queue X
Employee availability X
Transaction credit reports X
Claim status and suspense dates X
Work distribution X
Impact of special issue indicators and routing rules X
Performance Level Goal (for Public Contact and Service Center)
Can quickly digest information and take appropriate action based on that information related to all
factors that impact workload planning, anticipating when short term changes are needed.
Hold the ability to analyze progress indicators and anticipate and address simple and some complex
barriers to meeting goals.
Occasionally sought out for their skill and expertise in the planning and management of day to day
workload.
1-4 Ability to apply appeals workload planning and management
techniques, using progress indicators and factors that impact them Appeals
Public
Contact
Service
Center
Employee availability X X
Special Issues (priority processing) X X
BVA work load and timeliness X X
Travel Board hearings X X
DRO hearings X X
AMO directives and priorities X X
Performance Level Goal (for Appeals)
Can quickly digest information and take appropriate action based on that information related to all
factors that impact workload planning, to include AMO directives and BVA/Court decisions as they
impact appellate inventory, anticipating when short term changes are needed.
Possess the ability to analyze progress indicators and anticipate and address simple and some complex
barriers to meeting goals.
Occasionally sought out for their skill and expertise in the planning and management of day to day
workload.
1-5 Knowledge of quality management resources, techniques, and
procedures to improve individual team member quality Appeals
Public
Contact
Service
Center
IQRs
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QRT
STAR reports and procedures
Deferrals X
Trend analysis, IPRs, targeted training
Performance Level Goal
Possess a comprehensive understanding of IQRs and how they impact the performance rating of
individual employees.
Possess the ability to identify error trends and recommend targeted training, using individual employee
deferral data, and IPR/IQR results.
Considered highly skilled and are often sought out for guidance.
2. Personnel/Labor Management
This dimension comprises 21% of the test.
2-1 Knowledge of procedures related to employee leave Appeals
Public
Contact Service
Center
Annual and sick leave
Other types of leave (FMLA, LWOP, AWOL, advance, military, court,
Disabled Veteran)
Leave restrictions
Performance Level Goal
Hold a clear understanding of eligibility for leave, VA Handbook 5011, the master agreement, local
policies, and laws related to leave.
With minimal guidance, identify when and how to implement leave restrictions and the documentation
requirements.
Independently manage most of the FMLA leave process.
With guidance and assistance, can successfully manage infrequently encountered and more complex
types of leave.
2-2 Knowledge of disciplinary action Appeals Public
Contact
Service
Center
Procedures (Douglas Factors, table of penalties, fact finding)
Progressive levels of discipline
Initiation/proposals
Implementation
Union involvement
Performance Level Goal
Need minimal assistance with simple and routine conduct issues, but may struggle with handling
complex and unique conduct issues.
Able to quickly distinguish between conduct and performance issues.
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Able to distinguish between the need for counseling versus disciplinary action, in accordance with VA
Handbook 5021 (Table of Penalties).
With minimal guidance, propose and/or decide disciplinary action.
May need some assistance preparing the documentation, notification, or higher-level referral,
involving the appropriate parties along the way.
2-3 Knowledge of Labor/Management Relations Appeals Public
Contact
Service
Center
Roles and responsibilities
Official time
Mediations
Master agreement
Performance Level Goal
Infrequently encountered situations, understand the roles of the union and management.
In most circumstances, understand when to involve the union.
Understand frequently-used and basic to moderately complex concepts in the master agreement (e.g.,
leave, disciplinary action, and counseling).
May need minimal guidance to apply complex concepts.
Hold a very basic understanding and knowledge of the grievance process and the usage and tracking of
official time (union time).
2-4 Knowledge of performance appraisals and national performance
standards
Appeals Public
Contact
Service
Center
Performance appraisals (summaries, mid-year, rating of record)
National performance standards
Performance Level Goal
Implement the performance appraisal process in a timely manner, with minimal supervision.
Understand how changes to national performance standards may affect the performance appraisal
process.
Have comprehensive knowledge of the national performance standards.
2-5 Knowledge of the policies and procedures for managing telework
employees Appeals
Public
Contact
Service
Center
Documentation requirements
Telework agreement
Performance and termination
Performance Level Goal
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With minimal guidance, initiate the telework process (e.g., agreement, IT requirements, training).
Need some guidance in monitoring and modifying an existing telework agreement to meet the needs of
the organization; or terminating the telework agreement for performance or conduct issues.
3. Development
This dimension comprises 17% of the test.
3-1 Knowledge of criteria for service connection Appeals Public
Contact
Service
Center
Direct
Presumptive
Secondary
Aggravation
Performance Level Goal
Understand the basic concepts of direct and secondary service connection and consistently identify
these types correctly.
May seek guidance with presumptive and aggravation.
3-2 Ability to recognize and identify types of claims Appeals Public
Contact
Service
Center
Original
Increase
Appeals
FDC
Reopened
Reconsiderations
Dual
Performance Level Goal
Recognize and correctly categorize most types of claims.
Rarely seek guidance to determine the appropriate type of claim in more complex situations.
3-3 Ability to classify the type of claim as an informal or formal claim, or an
intent to file Appeals
Public
Contact
Service
Center
Informal
Formal
Intent to file
Performance Level Goal
Correctly classifies formal, informal, and intent to file most of the time and are aware of frequently
used application forms.
May not know the date of the law change.
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Are somewhat familiar with intent to file procedures.
3-4 Knowledge of VSC claims process Appeals Public
Contact
Service
Center
Status
Eligibility
Evidence requirements
Evaluation
Claims processing
End products and claim labels
Performance Level Goal
Possess an understanding of the concepts, rules, and regulations guiding the VSC claims process.
Hold basic knowledge of most end products and claim labels.
May occasionally require assistance with more complex or rare situations.
Rarely seek guidance regarding the appropriate routing of claims to achieve timeliness goals.
3-5 Knowledge of the appeals process Appeals Public
Contact
Service
Center
Status
Regulations
Timely filing
Stages (NOD, Remand, Form 9)
Travel Board hearings
DRO hearings and informal conferences
Performance Level Goal (Appeals)
Possess a general understanding of the concept of appeals.
Rarely seek guidance regarding the appropriate routing of appeals.
Performance Level Goal (Public Contact and Service Center)
Possess a limited knowledge and understanding of the appeals process.
Occasionally require guidance regarding the appropriate routing of appeals.
4. Leadership
This dimension comprises 21% of the test.
4-1 Ability to prioritize both individual and team tasks and manage
workload Appeals
Public
Contact
Service
Center
National, station, and team goals
Competing priorities
Staffing
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Policy, procedural, and process changes
Combined workload
System latency and outages
Performance Level Goal
Discerns the importance of information rather quickly and responds appropriately with little or no
errors.
Consistently leads subordinates and assists peers through policy, procedure, and process changes.
Prioritizes tasks and individual and team resources to maximize the ability to meet national and team
goals.
Anticipates potential barriers to success and explores contingency strategies.
4-2 Ability to treat employees fairly and with respect Appeals Public
Contact
Service
Center
Consistency in disciplinary actions
Rewards
Assigning special projects
Performance Level Goal
Fairly and consistently takes disciplinary action, assigns special projects, and distributes awards
promptly.
Uses professional and respectful language.
Makes appropriate and professional choices in interactions with employees in all instances.
Responds to delicate situations only after considering all related evidence and information, and rarely
omits pertinent details.
4-3 Knowledge of principles and techniques for delegation Appeals Public
Contact
Service
Center
Daily tasks
Leave
Across teamsf
Within teams
Performance Level Goal
Experienced with the delegation process, knows which tasks to delegate and to whom.
Regularly prioritizes and assigns tasks and delegates work.
Frequently uses delegation as a workload management tool, and may use delegation as a team
development technique.
Occasionally recognizes opportunities to support other teams.
4-4 Ability to convey positive leadership traits through personal example
(e.g., ICARE values, honesty, knowledge, work ethic, decision making) Appeals
Public
Contact
Service
Center
Attendance
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Undiscovered claims
Accountability
Organizational values
Performance Level Goal
Consistently demonstrates ICARE values.
Sets examples for peers on challenging issues regardless of potential effects on team or station.
Exemplifies honesty and work ethic in both personal and professional decision making.
4-5 Knowledge of motivational techniques Appeals Public
Contact
Service
Center
Telework employees
New and/or challenging goals and performance standards
Performance recognition and rewards
Overtime
Reassignment
Team-building
Performance Level Goal
Applies a variety of motivational techniques on a regular basis that effectively serve all employees, and
actively seeks additional methods to add to repertoire.
Uses written and verbal communication to motivate team members.
Engages with all employees to improve morale and performance.
Frequently tailors motivational techniques to teleworkers.
Utilizes a variety of techniques for performance recognition and rewards.
Demonstrates optimism when faced with new and/or challenging goals.
4-6 Ability to provide and receive feedback in the appropriate time and
manner (e.g., informal and formal; to employees, to management, to other
stakeholders)
Appeals Public
Contact
Service
Center
Monthly reviews and performance appraisals
Implementation of new procedures and policies
Status updates on team performance and special projects
Inquiries (e.g., VSO, claims agents, Congressional, White House, attorney)
Performance Level Goal
Communicates feedback and accurately completes tasks in a timely manner without assistance.
Competent in providing feedback and is receptive to receiving constructive feedback.
Provides feedback in an appropriate forum, but may need assistance in high impact situations.
5. Interpersonal Skills
This dimension comprises 12% of the test.
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5-1 Ability to manage conflict Appeals Public
Contact
Service
Center
Quality and deferral disagreements
Union
Manual interpretation
Employee to employee conflicts
Supervisor to employee conflict
Supervisor to supervisor conflict
External stakeholders
Performance Level Goal
Understand how to manage conflict across a wide range of frequent situations, from simple to
complex.
Rarely need additional guidance.
5-2 Ability to relate to others from diverse backgrounds Appeals Public
Contact
Service
Center
Resistance to change
Cultural and Individual diversity (e.g., ethnic, religious, LGBTQ)
Motivation
Performance Level Goal
Understand the essential concepts, as well as some nuances, that relate to demographic (e.g., race,
ethnicity, gender, age, sexual orientation, gender identity, veteran status) and psychographic (e.g.,
attitudes, opinions, experiences, aspirations, values) diversity.
Generally understand the importance of promoting and leveraging diversity for the benefit of the team.
5-3 Ability to work as part of a team (e.g., individual team, management
team, NWQ/AMO, special projects) Appeals
Public
Contact
Service
Center
Special projects
Performance goals and metrics
Soliciting for improvements
Collaborating across teams
Collaborating as a virtual team
Performance Level Goal
Recognize all team members' perspectives and talents.
Demonstrate the behaviors they want their team members to exhibit.
Collaborate with other teams.
Are aware of impact of their collective decisions and actions on other teams.
Regularly take initiative to actively participate with peers when appropriate.
5-4 Ability to tactfully and clearly communicate (e.g., positive or negative
information) Appeals
Public
Contact
Service
Center
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Huddles and team meetings
Mandatory overtime
Communicating barriers to meeting deadlines
Managing expectations
Performance Level Goal
Clearly communicate in a timely manner and tactfully tailor the message based on the audience.
6. Self-Management
This dimension comprises 7% of the test.
6-1 Ability to plan and prioritize ones own tasks and time amid competing
and changing priorities Appeals
Public
Contact
Service
Center
Adaptability to changing priorities
Assess urgency and priority of tasks
Identify professional development needs and opportunities
Performance Level Goal
Independently plan their tasks and anticipate barriers and interruptions.
Easily adapt to nearly any change in circumstance or direction from the organization.
Quickly and accurately determine the level of urgency and priority of tasks.
Manage time and competing priorities successfully.
Possess self-awareness to recognize the need for their own technical and/or professional development
and take advantage of opportunities.
*Note: Not all KSAs and categories are numbered consecutively.
Reference List for Coach Skills Certification Test
Online reference resources that you would typically use in performing your job (e.g., CPKM,
the Compensation Service homepage, local links or databases) will be available on each
computer during the test. You are responsible for bringing any other reference materials to the
test. The following materials were used in developing the test and are recommended for study
and for reference during the test:
Compensation Service STAR Homepage
o http://vbaw.vba.va.gov/bl/21/star/star_home.htm
CPKM
Introduction to Workload Management
o http://vbaw.vba.va.gov/bl/20/201/Session.htm
KnowVA
o https://www.knowva.ebenefits.va.gov
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M21-1
M21-3
M21-4
M&PA Reference Guide (PA&I)
o https://vaww.portal2.va.gov/sites/pai/PA/CATS/SitePages/Home.aspx
Master Agreement (links provided below)
VA Directives and Handbooks
o http://vaww.va.gov/OHRM/HRLibrary/Dir-Policy.htm
VA Pamphlets
VBA Supervisor’s Guide to HRM
o http://epss.vba.va.gov/HRM_Job_Aid/default.html
VBA Human Resources Handbook
VBA Intranet
VBA Mission Statement
VBA Organizational Chart
o http://vbaw.vba.va.gov/usb/index.htm
VETSNET Operation Reports Desk Reference Guide
VETSNET VOR Reference Guide
VOR Reports (on PA&I website)
38 CFR Parts 3, 4
Tools available in RBA2000 such as the Combinator and tools for calculating levels of visual
acuity, visual field, and hearing loss are available in the Rating Job Aids link on the
Compensation Service website.
Links for the Master Agreement between VA and AFGE that governs employee/labor relations
for the Veteran Service Center and Pension Management Center employees in VBA are below:
2011 Master Agreement between the Department of Veterans Affairs and AFGE:
http://www.va.gov/LMR/docs/Master_Agreement_between_DVA_and_AFGE-
fin_52311.pdf
Article 67 “Skills Certification” of the agreement, signed in 2012:
http://cptraining.vba.va.gov/C&P_Training/Skills_Cert/Documents/Article67.pdf
Online Prep Test Tool
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April 2018 48
An online prep test is available for the Coach test on the Skills Certification website. The prep
test is a short, interactive tutorial that introduces you to the testing interface and provides
sample questions.
How Is Certification-Level Performance Established?
Establishing what “certification” means is a hierarchical process involving representatives
from all levels of the Compensation Service organization, from CO training specialists,
through RO directors and managers, to individual subject matter experts (SMEs) working in
the job for which the test is developed. At the top of the hierarchy, the Compensation Service
Skills Certification Program Development Committee (PDC), consisting primarily of RO
management and CO representatives, develops Performance Level Descriptions (PLDs) for
Basic, Low-intermediate, High-intermediate, and Expert levels of performance. These PLDs
define, as a matter of Skills Certification program policy, the performance characteristics of an
employee at each of the four levels. These descriptions provide an overarching policy-based
vision and framework that allows each TDC, consisting primarily of RO management and
SMEs, to define PLGs, at each of the four levels, tailored specifically to the various KSAs that
make up the test for which that committee is responsible (for example, Coach-Assistant
Coach).
For each KSA, the TDC develops a Basic, Low-intermediate, High-intermediate, and Expert
PLG, and determines which one of those levels represents “certification-level” performance
for a given position. The PLGs in concert with the TSP provide the specific knowledge and
skills and minimum level of those specific knowledge and skills that are required to pass the
respective test. Below is an example of PLGs for a KSA that is represented on the Coach-
Assistant Coach test:
Performance Level
Goals(PLGs) KSA: Knowledge of factors that impact timeliness
Basic
Possess minimal knowledge of how various factors (e.g., claim
attributes, staffing, training, second signature reviews, and deferrals)
impact timeliness. Need guidance in applying that information to
workload planning, even in simple and routine instances.
Low
Intermediate
Possess a moderate knowledge of how various factors (e.g., claim
attributes, staffing, training, second signature reviews, and deferrals)
impact timeliness. Can apply that information to workload planning in
simple and routine instances. Need guidance on more complex
situations.
High
Intermediate
Possess a thorough knowledge of how various factors (e.g., claim
attributes, staffing, training, second signature reviews, and deferrals)
impact timeliness. Can apply that information to workload planning in
simple to complex instances and can assist others with simple or routine
questions.
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Performance Level
Goals(PLGs) KSA: Knowledge of factors that impact timeliness
Expert
Possess an exhaustive knowledge of how various factors (e.g., claim
attributes, staffing, training, second signature reviews, and deferrals)
impact timeliness. Can apply that information to workload planning in
all instances. Considered SMEs and are regularly sought out for
guidance.
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April 2018 50
DRO Skills Certification Test
A DRO must meet certain criteria to be eligible to sit for the Skills Certification test. If you are
not certain about your eligibility, talk with your supervisor.
The DRO Skills Certification test consists of a Situational Judgment Test (SJT) section and a
Job Knowledge section. The DRO Job Knowledge section is designed to test rating knowledge
and appeals work specific to DROs. The SJT section is designed to test interpersonal skills
through the use of job-related situations to which a candidate rates the
effectiveness/ineffectiveness of each response provided.
The scored portion of the test includes approximately 50 items across both sections of the test.
The test also includes approximately 20 additional items that are being pilot tested for use on
future tests and do not count toward your score on the test. It is important that you treat all
questions equally, as pilot items will not be identified.
Situational Judgment Test
SJT items, written by VBA SMEs with experience in the position being tested, present a job-
related situation and a list of responses that an individual might take.
During the test you will be asked to rate the effectiveness of each response using a drop-down
menu. You will use a 7-point scale, with 1 being very ineffective and 7 being very effective.
See Appendix B: Situational Judgment Test (SJT) Item Scale for more information.
Think rating instead of ranking. Do not rank each response according to the others. Rate the
effectiveness of each response independently. Some responses may be effective while others
may be ineffective. Further instructions and an example item can be accessed by clicking the
SJT instructions link found on the Welcome screen of the Test Portal, as well as above each
SJT item.
You will have 45 minutes to complete the SJT portion.
TIP: When reading each SJT item, think rating instead of ranking and rate each response
independently from the others. Refer to Situational Judgment (SJT) Item Strategies for more
information.
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April 2018 51
Figure 13: SJT Test Item
The ratings for the SJT responses, like all test items, are developed by a group of VBA SMEs.
There is a “VBA way” of interaction between employees and VBA stakeholders, although this
may be influenced by personal styles of communication. To reflect this, test takers are given
partial credit if their responses are close to the best rating for a given action. Suppose, for
example, the first response shown in Figure 13 has a keyed effectiveness rating (the best rating)
from the SMEs of a 6. This test taker rated that response a 7. The test taker will receive a
fraction of a point for being close to the keyed effectiveness rating. The test taker would receive
full credit if he or she had rated the response a 6.
Job Knowledge Test
The Job Knowledge portion measures four main areas: Work Processes, Knowledge of Body
Systems, Procedural Regulations, and Applied Case Law. You will have 3 hours and 15
minutes to complete the Job Knowledge portion of multiple choice questions. Note: The items
are not evenly distributed among the two sections. Session 1 has fewer items than Session 2
and, thus, will require less time to complete.
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Test Specification Plan for DRO Skills Certification
The Test Specification Plan details the categories and subcategories of knowledge content
areas the test covers. The column on the right indicates the proportion of the test measuring
each category.
Each KSA category is broken out into individual KSA statements that apply to the category.
Not all KSAs are represented equally on the test.
KSA # KSA Text % of
Test
Work Processes 8%
1-1 Knowledge of the appeals process (to include NOD, de novo/traditional review, form 9, hearings/conferences, and
certification)
1-2 Knowledge of due process time limits as it applies to appeals
1-3 Knowledge of workload management
Applied Case Law 14%
2-1
Knowledge of principles related to weighing medical evidence,
including multiple opinions from doctors and other medical
professionals (e.g., Reonal v. Brown; Guerrieri v. Brown; LeShore v. Brown; Winsett v. West; Nieves-Rodriguez v. Peake)
2-2 Knowledge of principles related to obtaining medical exams and
opinions [e.g., McLendon v. Nicholson; 38 C.F.R. 3.159(c)(4)]
2-3 Knowledge of principles related to separately evaluating disabilities that affect different functions (e.g., Esteban v. Brown)
2-4
Knowledge of principles related to rating orthopedic disabilities
(e.g., considering fatigue, pain, repetitive range of motion under DeLuca v. Brown)
2-5 Knowledge of principles related to appealing effective dates (e.g.,
Rudd v. Nicholson)
2-6
Knowledge of principles related to providing notice to a claimant regarding substantiating a claim (e.g., Dingess & Hartman v.
Nicholson, Mayfield v. Nicholson, Hupp v. Nicholson; Kent v.
Nicholson)
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KSA # KSA Text % of
Test
2-7 Knowledge of principles related to a shift in hearing loss (e.g.,
3.385, Hensley v. Brown)
Knowledge of Body Systems 12%
3-1 Knowledge of mental disorders to include symptoms, conditions, and tests and treatments
3-2 Knowledge of traumatic brain injury (TBI) to include symptoms,
conditions, and tests and treatments
3-3 Knowledge of the cardiovascular system to include symptoms, conditions, and tests and treatments
3-4 Knowledge of the neurological system to include symptoms,
conditions, and tests and treatments
3-5 Knowledge of the mU.S.C.uloskeletal system to include symptoms, conditions, and tests and treatments
3-6 Knowledge of the endocrine system to include symptoms,
conditions, and test and treatments
3-7 Knowledge of the organs of special sense to include symptoms, conditions, and tests and treatments
3-8 Knowledge of the respiratory system to include symptoms,
conditions, and tests and treatments
3-9 Knowledge of the digestive system to include symptoms, conditions, and tests and treatments
3-10 Knowledge of the genitourinary system to include symptoms,
conditions, and tests and treatments
3-11 Knowledge of impairment of auditory acuity to include symptoms, conditions, and tests and treatments
3-12 Knowledge of the hemic and lymphatic systems to include
symptoms, conditions, and tests and treatments
3-13 Knowledge of infectious diseases, immune disorders, and nutritional deficiencies to include symptoms, conditions, and tests
and treatments
3-14 Knowledge of the skin to include symptoms, conditions, and tests
and treatments
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KSA # KSA Text % of
Test
3-15 Knowledge of gynecological conditions to include symptoms and
tests and treatments
3-16 Knowledge of dental and oral conditions to include symptoms,
conditions, and tests and treatments
Regulations: Procedural 40%
4-1 Knowledge of effective dates (including exceptions to the general
rule)
4-2 Knowledge of 38 CFR, Part 4, 4.1 – 4.31
4-3 Knowledge of Special Monthly Compensation (SMC) to include criteria, codes, principles, and requirements.
4-4
Knowledge of establishing service connection: a) Knowledge of
methods of establishing a presumptive service connection; b) Knowledge of methods of establishing a secondary service
connection; c) Knowledge of methods of establishing an aggravated
service connection; d) Knowledge of methods of establishing a
direct service connection*
* This represents a set of core KSAs grouped under the topic of
establishing service connection. Items from this topic are randomly
selected from among the four individual KSAs listed.
4-5
Knowledge of conditions related to Agent Orange (e.g., prostate
cancer, lung cancer, diabetes, non-Hodgkins related lymphoma, or
any sarcoma)
4-6 Knowledge of the Veterans Claims Assistance Act (VCAA) and duty to assist
4-7 Knowledge of combat-related PTSD including stressors, related
conditions, diagnostic codes, and symptoms
4-8 Knowledge of non-combat-related PTSD including stressors, related conditions, diagnostic codes, and symptoms
4-9 Knowledge of requirements to be eligible for Individual
Unemployability (IU)
4-10 Knowledge of the evidentiary standard needed to grant or deny benefits
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KSA # KSA Text % of
Test
4-11 Knowledge of personal trauma/assault-related PTSD including
stressors, related conditions, diagnostic codes and symptoms
4-12 Knowledge of undiagnosed illnesses related to Gulf War service
4-13 Knowledge of ancillary benefits and how to process them (i.e., M21-1, Part IX, Subpart i)
4-14
Knowledge of methods of establishing service connection of a
disability as aggravated by a service connected disability (e.g.,
Allen v. Brown)
4-15 Knowledge of qualifying service for eligibility for VA benefits
4-16 Knowledge of periods of war, conflicts, campaigns, and decorations
related to specific conditions, disabilities, and presumptions
4-17 Knowledge of the Amputation Rule and its exceptions
4-18 Knowledge of the regulations pertaining to a Veterans representative or procedures related to power of attorney for a
Veteran (to include agents, attorneys, or one-time representatives)
4-19 Knowledge of methods of establishing service connection via paired organs
4-20 Knowledge of due process involved in reduction/severance ratings
4-21 Knowledge of Military Occupational Specialties (MOS) titles
4-22 Knowledge of 38 U.S.C. 1151 claims and how to process them
4-23 Knowledge of information available from Joint Services Records Research Center (JSRRC)
4-24 Knowledge of the requirement to obtain medical records used by
Social Security Administration (SSA) to determine disability
4-25 Knowledge of multiple non-compensable evaluations (e.g., 3.324)
4-26 Knowledge of requirements to be eligible for Special Monthly
Pension (SMP)
Interpersonal Skills 18%
5-1 Ability to work effectively under stressful conditions
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April 2018 56
KSA # KSA Text % of
Test
5-2 Ability to provide constructive feedback to others
5-3 Ability to show courtesy and respect toward co-workers, Veterans,
and the general public
5-4 Ability to maintain composure when being criticized or questioned
5-5 Ability to accept constructive feedback
5-6 Ability to independently plan activities and prioritize work
5-7
Ability to put forth effort on activities that team members are
responsible for (e.g., assist with development; provide input
regarding rating complex and/or ambiguous cases)
5-8 Ability to relate to others from diverse backgrounds
5-9 Ability to accept input from team members
5-10 Ability to listen and be empathetic to the situation while remaining
objective
5-11 Ability to persuade others to buy-in without alienating them
Reference List for DRO Skills Certification Test
Online reference resources that are typically used in performing the job (e.g., CPKM, the
Compensation Service homepage, local links or databases) will be available on each computer
during the test. You are responsible for bringing any other reference materials to the test. The
following materials were used in developing the test and are recommended for study and for
reference during the test. Also see Appendix D: Guide to Statement of the Cases (SOC) for
more information.
Compensation Service MEPSS
Compensation Service Intranet Site
Compensation Service VSCM Bulletins
CPKM
Current case law
FAQs
Federal Register
General Counsel Opinions
Skills Certification Readiness Guide
DRO Test Specifics
April 2018 57
Guide to Statement of the Case (SOC)
M21-1
M21-4
KnowVA
o https://www.knowva.ebenefits.va.gov
Laws and Regulations Citations
RVSR Student Guide for Dental Disability from TMS 4176815
Supplemental Statement of the Case (SSOC)
38 U.S.C. 1154
38 CFR Part 3, 4
38 CFR 20
38 CFR 20.1100
38 U.S.C. 1103
38 U.S.C. 5122
Tools such as the Combinator and tools for calculating levels of visual acuity, visual field,
and hearing loss are available in the Rating Job Aids link or Quick References are available
from the Compensation Service website.
Online Prep Test Tool
An online preparatory (practice) test is available for the DRO test on the Skills Certification
website. The prep test is a short, interactive tutorial that introduces you to the testing interface
and provides sample questions.
Just Sufficiently Qualified (JSQ) DRO
When VBA SMEs develop and evaluate test items written to support the Test Specification
Plan, they are asked to consider a description of a “just sufficiently qualified” DRO. This JSQ
definition is intended to describe the capabilities and proficiency level of a certified DRO and
the target audience to which SMEs develop test items.
The JSQ DRO exercises sound judgment and technical competence in claims and appeals
processes, and provides guidance as a subject matter expert. This person:
Has knowledge of claims, rating, and appellate processes, to include hearings in each
of these areas.
Skills Certification Readiness Guide
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April 2018 58
Has the ability to interpret and apply laws, rules, procedures, regulations, and court
cases.
Has the ability to use independent judgment and analytical skills in all aspects of the
position.
Demonstrates skill in all areas of communication with both internal and external
customers in informal or formal settings with the goal of claims resolution, accuracy,
and conflict resolution.
Has the ability to train/mentor, as well as review and approve the work of others.
Is able to research and use references efficiently and effectively.
Skills Certification Readiness Guide
JR VSR Test Specifics
April 2018 59
Journey-Level RVSR Skills Certification Test
A journey-level RVSR must meet certain criteria to be eligible to sit for the Skills Certification
test. If you are not certain about your eligibility, you should talk with your supervisor and refer
to the VBA Skills Certification website for the specific policies governing the tests.
The scored portion of the JRVSR test includes approximately 100 scored items. The test also
includes a number of additional items that are being pilot tested for use on future tests and do
not count toward your score on the test. It is important that you treat all questions equally, as
pilot items will not be identified.
You will have 3 hours in the morning to answer half of the questions, a 1-hour break for lunch,
and will return for 3 hours in the afternoon to complete the remaining half of the test.
Test Specification Plan for Journey-Level RVSR Skills Certification
The Test Specification Plan details the categories and subcategories of knowledge content
areas the test covers. The column on the right indicates the proportion of the test measuring
each category.
For KSA categories that cover large areas, such as Medical, the specification is broken out to
describe the major elements within the category. This means that questions in Regulations
include both Procedural questions (i.e., the process used) and Applied Case Law.
The rows in gray denote the KSA categories and the percentage to which the category is
represented in the specification. The remaining percent of the test not accounted for in the
specification below is randomly distributed across KSAs.
KSA # KSA Text % of
Test
1 Knowledge of Body Systems 42%
1E-1 Knowledge of TBI to include symptoms, conditions, diagnostic codes, and tests and treatments
1E-2 Knowledge of the mU.S.C.uloskeletal system to include symptoms, conditions,
diagnostic codes, and tests and treatments
1E-3 Knowledge of mental disorders to include symptoms, conditions, diagnostic codes, and tests and treatments
1E-4 Knowledge of the cardiovascular system to include symptoms, conditions,
diagnostic codes, and tests and treatments
1E-5 Knowledge of the endocrine system to include symptoms, conditions, diagnostic codes, and tests and treatments
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KSA # KSA Text % of
Test
1E-6 Knowledge of the nervous system to include symptoms, conditions, diagnostic
codes, and tests and treatments
1E-7 Knowledge of impairment of auditory acuity to include symptoms, conditions,
diagnostic codes, and tests and treatments
1E-8 Knowledge of the respiratory system to include symptoms, conditions,
diagnostic codes, and tests and treatments
1E-9 Knowledge of the genitourinary system to include symptoms, conditions,
diagnostic codes, and tests and treatments
1E-10 Knowledge of the digestive system to include symptoms, conditions,
diagnostic codes, and tests and treatments
1E-11 Knowledge of the skin to include symptoms, conditions, diagnostic codes, and
tests and treatments
2 Regulations: Procedural 40%
Subcategory 1: Eligibility and Service Connection 4%
2A-3 Knowledge of methods of establishing secondary service connection
2A-4 Knowledge of methods of establishing aggravated service connection
Subcategory 2: PTSD 7%
2B-1 Knowledge of combat-related PTSD including stressors, related conditions,
diagnostic codes, and symptoms
2B-2 Knowledge of personal trauma/assault-related PTSD including stressors,
related conditions, diagnostic codes and symptoms
Subcategory 3: Presumptive/Environmental 2%
2C-2 Knowledge of symptoms, conditions, and secondary conditions related to
undiagnosed illness and Gulf War syndrome
Subcategory 4: Extra-schedular 4%
2D-1 Knowledge of Special Monthly Compensation
Subcategory 5: Non-schedular total disability 6%
2E-1 Knowledge of Individual Unemployability
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KSA # KSA Text % of
Test
2E-2
Knowledge of temporary total disability benefits
Subcategory 6: Claims Recognition 9%
2F-1 Knowledge of different kinds of claims (i.e., original, claim-for-increase, appeals, inferred) and how to process them
2F-2 Knowledge of 5103 Notice and duty to assist (e.g., case law, etc.)
2F-3 Knowledge of standardized claim and appeals form processing and intent to
file
Subcategory 7: Effective Dates 6%
2G-1 Knowledge of effective dates, including but not limited to Agent Orange,
Nehmer, and standardized claim forms
Subcategory 8: Due Process 2%
2H-1 Knowledge of due process involved in reducing ratings, severance of SC benefits and pension benefits and incompetency issues.
3 Applied Case Law 18%
3-1 Knowledge of case law related to orthopedic limitations (e.g., fatigue, pain,
repetitive range of motion) (e.g., DeLuca v. Brown, Mitchell v. Shinseki)
3-2 Knowledge of the evidentiary standard needed to deny benefits (preponderance
of evidence)
3-3 Knowledge of the evidentiary standard needed to grant benefits or Veteran
status (e.g., evidence in equipoise, Savage v. Gober)
3-4 Knowledge of case law related to separately evaluating disabilities that affect
different functions (e.g., Esteban v. Brown)
3-6
Knowledge of principles and case law related weighing medical evidence,
including multiple opinions from doctors and other medical professionals (e.g., Moreau v. Brown, Guerrieri v. Brown, Curtis v. Brown, Wray v. Brown,
McLendon v. Nicholson)
3-9 Knowledge of liberalizing legislation (retroactive benefit payment to a year prior to the claim date)
Skills Certification Readiness Guide
JR VSR Test Specifics
April 2018 62
Reference List for Journey-Level RVSR Skills Certification Test
Online reference resources that would typically be used in performing your job (e.g., CPKM,
the Compensation Service homepage, local links or databases) will be available on each
computer during the test. You are responsible for bringing any other reference materials to the
test. The following materials were used in developing the test and are recommended for study
and reference during the test. Also see Appendix D: Guide to Statement of the Cases (SOC) for
more detailed reference information.
Compensation Service MEPSS
Compensation Service Intranet Site
Compensation Service VSCM Bulletins
CPKM
Current case law
DSM-538
FAQs
Federal Register
General Counsel Opinions
KnowVA
o https://www.knowva.ebenefits.va.gov
M21-1
Rating Job Aids (on Compensation Service website)
RVSR Student Guide for Dental Disability from TMS 4176815
CFR Part 3, 4
Tools such as the Combinator and tools for calculating levels of visual acuity, visual field, and
hearing loss are available in the Rating Job Aids link or Quick References are available from
the Compensation Service website.
Online Prep Test Tool
An online preparatory (practice) test is available for the JRVSR test on the Skills Certification
website. The prep test is a short, interactive tutorial that introduces you to the testing interface
and provides sample questions.
Skills Certification Readiness Guide
JR VSR Test Specifics
April 2018 63
Just Sufficiently Qualified (JSQ) JRVSR
When VBA SMEs develop and evaluate test items written to support the Test Specification
Plan, they are asked to consider a description of a “just sufficiently qualified” JRVSR. This
JSQ definition is intended to describe the capabilities and proficiency level of a certified
JRVSR and the target audience to which SMEs develop test items.
The JSQ Journey-Level RVSR is an independent decision maker who effectively and
efficiently applies laws and regulations to complex fact patterns in order to:
Make decisions regarding compensation and pension issues.
Interpret laws, rules, and regulations.
Apply in-depth knowledge of the claims process.
Demonstrate familiarity with the appellate process.
Recognize personal knowledge limitations and seek additional expertise.
Apply available research tools and references (e.g., FAQs, VBMS, court cases,
Compensation Service webpages).
Communicate with Veterans and co-workers clearly and concisely, both written and
orally.
Follow a workload management plan.
Skills Certification Readiness Guide
PMC VSR and VCE Test Specifics
April 2018 64
PMC VSR and VCE Skills Certification Test
A PMC VSR and VCE must meet certain criteria to be eligible to sit for the Skills Certification
test. If you are not certain about your eligibility, talk with your supervisor and refer to the VBA
Skills Certification website for the specific policies governing the tests;
http://cptraining.vba.va.gov/C&P_Training/Skills_Cert/Index.htm.
The scored portion of the PMC VSR and VCE test includes approximately 100 items. The test
also includes a number of additional items that are being pilot tested for use on future tests and
do not count toward your score on the test. It is important that you treat all questions equally,
as pilot items will not be identified.
You will have 3 hours in the morning, a 1-hour break for lunch, and 3 hours in the afternoon
to answer the remaining half of the test.
Test Specification Plan for PMC VSR and VCE Skills Certification
The Test Specification Plan details the categories and subcategories of knowledge content
areas the test covers. The column on the right indicates the proportion of the test measuring
each category.
For KSA categories that cover large areas, such as Income, the specification is broken out to
describe the major elements within the category. This means that Dependency will include
questions about apportionment and dependents.
KSA # KSA Text % of
Test
Dependency 9%
Apportionment 3%
1A-1 Knowledge of regulations regarding apportionment decisions
1A-2 Knowledge of requirements for a special apportionment decision
1A-3 Knowledge of eligibility requirements for apportionment of pension benefits
Dependents 6%
1B-1 Knowledge of procedure for establishing a dependent (e.g., child, spouse)
1B-2 Knowledge of criteria to be eligible as a dependent
1B-3 Knowledge of procedures for removing a dependent
1B-4 Knowledge of procedures for establishing Veteran married to Veteran
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April 2018 65
KSA # KSA Text % of
Test
Eligibility 10%
2-1 Knowledge of what constitutes qualifying service for pension
2-2 Knowledge of procedures for obtaining (and verifying) service records
2-3 Knowledge of valid DD Form 214 (Report of Military Service)
2-4 Knowledge of general regulations related to pension
2-5 Knowledge of regulations regarding common law or deemed valid marriage
2-6 Knowledge of what constitutes continuous cohabitation
2-7 Knowledge of an administrative grant of pension without a rating
Income 30%
Income Adjustment 16%
3A-1 Knowledge of criteria for deductible final expenses
3A-2 Knowledge of criteria for deductible medical expenses
3A-3 Knowledge of criteria for deductible educational expenses for a surviving
spouse
3A-4 Knowledge of procedures for COLA adjustments
3A-5 Knowledge of process to determine countable income for VA purposes under the three pension programs
3A-6 Knowledge of types of waivers, including when to use them and how to adjust
payments to accommodate them
3A-7 Knowledge of procedures for counting specific types of income (e.g., welfare)
3A-8 Knowledge of the Social Security program with regard to calculating income
3A-9 Knowledge of criteria for determination of hardship
3A-10 Knowledge of types of countable income (e.g., IRA distributions, interest on
CDs and bank accounts)
3A-11 Knowledge of criteria for provider proof
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April 2018 66
KSA # KSA Text % of
Test
Net Worth 4%
3B-1 Knowledge of net worth limitations
3B-2 Knowledge of types of assets that are included in net worth
3B-3 Knowledge of regulations regarding conversion of assets
3B-4 Knowledge of procedures for establishing the value of real estate
A&A / Housebound 5%
3C-1 Knowledge of evidence required to support a claim for A&A or Housebound
3C-2 Knowledge of the effect on benefits due to hospitalization in a VA medical
center (e.g., nursing home care unit, domiciliary, hospital)
3C-3 Knowledge of Medicaid Adjustments
Rates Payable 4%
3D-1 Knowledge of basic rate determinations (e.g., procedure for determining
monthly rate)
3D-2 Knowledge of procedures for determining IVAP (Income for VA purposes)
1%
3E-1 Knowledge of procedures for processing an Income Verification Match (IVM)
3E-2 Knowledge of the regulations associated with each of the types of pension and
their implications for adjustments (e.g., Section 306, Old Law pensioners, and
Parent’s DIC)
Procedural Knowledge 17%
Appeals 2%
4A-1 Knowledge of the appellate rights of Veterans
4A-2 Knowledge of procedures for processing contested claims
4A-3 Knowledge of appeals process, including information contained in VACOLS
Time Limits 4%
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April 2018 67
KSA # KSA Text % of
Test
4B-1 Knowledge of effective dates and time limits
4B-2 Knowledge of due process time limits
4B-3 Knowledge of DTA time limits
General 11%
4C-1 Knowledge of procedures for controlling claims (e.g., claims establishment, PCLR, PCAN)
4C-2 Knowledge of procedures for claims development and processing
4C-3 Knowledge of how to process disallowances
4C-4 Knowledge of when presumptive grant of benefits is allowed
4C-5 Knowledge of procedures regarding dual entitlement
4C-6 Knowledge of procedures for retroactive and future adjustments
4C-7 Knowledge of procedures regarding incompetency
4C-8 Knowledge of how to use the information in legal documents (e.g., child
support, marriage certificates, divorce decrees, death certificates)
References, Rules and Regulations 18%
5-1 Knowledge of notification procedures and requirements (e.g., documentation of
due process, award letters, denial letters)
5-2 Knowledge of income limits
5-3 Knowledge of payment dates
5-4 Knowledge of effective dates, to include the intent to file (ITF) process
5-5 Knowledge of entitlement dates
5-6 Knowledge of regulations regarding Bureau of Prison (BOP) and Fugitive
Felon writeouts
5-7 Knowledge of the rules and regulations of the Federal Tax Information (FTI)
and Income Verification Match programs
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April 2018 68
KSA # KSA Text % of
Test
5-8 Knowledge of Compensation & Pension Knowledge Management (CPKM)
portal
5-9 Knowledge of the Omnibus Act (PL 97-253, the Omnibus Budget
Reconciliation Act of 1982)
5-10 Knowledge of the regulations pertaining to a Veteran's representative or
procedures related to power of attorney for a Veteran
5-11 Knowledge of regulations regarding accrued benefits
5-12 Knowledge of the Privacy Act
5-13 Knowledge of duties required under Section 5103
5-14 Knowledge of manual requirements regarding written correspondence with
visually impaired Veterans
5-15 Knowledge of public communication guidelines
5-16 Knowledge of rules and regulations regarding due process
DIC 11%
6-1 Knowledge of criteria to be eligible as a dependent
6-2 Knowledge of procedure for adding or removing a dependent
6-3 Knowledge of eligibility requirements for DIC (to include enhanced DIC, 8x8, SMC)
6-4 Knowledge of what constitutes qualifying service for DIC
6-5 Knowledge of entitlement to DIC under the provisions of 38 U.S.C. 1318
6-6 Knowledge of development procedures regarding DIC (e.g., SC conditions,
presumptives, STRs, SBP, etc.)
Burial 5%
7-1 Knowledge of eligibility criteria for burial benefits
7-2 Knowledge of allowable burial expenses (e.g., plot costs, burial fees,
transportation)
7-3 Knowledge of procedures for indigent Veteran death claims
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April 2018 69
KSA # KSA Text % of
Test
7-4 Knowledge of what constitutes a service-connected cause of death
Reference List for PMC VSR and VCE Skills Certification Test
Online reference resources that you would typically use in performing your job (e.g., CPKM,
the Compensation Service homepage, local links or databases) will be available on each
computer during the test. You are responsible for bringing any other reference materials to the
test. The following materials were used in developing the test and are recommended for study
and for reference during the test:
Compensation Service Intranet Site
KnowVA
o https://www.knowva.ebenefits.va.gov
M21-1, Parts I-V
M21-1 Parts I, III, V, VIII, X
M21-4
PL 108-454, Section 303
Rate Charts
User Guides - SHARE, VACOLS
VA Pamphlet 22-90-2, 80-00-01 (IS 1)
VA Pamphlet
38 CFR Part 1, 3, 20
Online Prep Test Tool
An online preparatory (practice) test for the PMC VSR and VCE test is available on the Skills
Certification website. The prep test is a short, interactive tutorial that introduces you to the
testing interface and provides sample questions.
Just Sufficiently Qualified (JSQ) PMC VSR and VCE
When VBA SMEs develop and evaluate test items written to support the Test Specification
Plan, they are asked to consider a description of a “just sufficiently qualified” PMC VSR or
Skills Certification Readiness Guide
PMC VSR and VCE Test Specifics
April 2018 70
VCE. This JSQ definition is intended to describe the capabilities and proficiency level of a
certified PMC VSR or VCE and the target audience to which SMEs develop test items.
A PMC VSR & VCE who:
Is familiar with VA benefits and provides accurate information to Veterans and
claimants.
Researches, develops, and adjudicates claims by referencing and applying all pertinent
laws, regulations, and official VA guidance.
Identifies evidence required and accurately requests evidence needed to adjudicate
claims processed in a PMC.
Is able to independently process a variety of routine claims. May need assistance and
additional time with complex claims.
Complies with business rules of various applications and electronic records.
Is familiar with specialized knowledge areas and can locate references for these areas.
Has the ability to advise or mentor other VSRs and VCEs.
Skills Certification Readiness Guide
Sr. VSR Test Specifics
April 2018 71
Sr. VSR Skills Certification Test
A Sr. VSR must meet certain criteria to be eligible to sit for the Skills Certification test. If you
are not certain about your eligibility, talk with your supervisor and refer to the VBA Skills
Certification website for the specific policies governing the tests;
http://cptraining.vba.va.gov/C&P_Training/Skills_Cert/Index.htm.
You will have 3 hours in the morning to answer the first half of the questions, a 1-hour break
for lunch, and 3 hours in the afternoon to answer the remaining half of the test.
The Sr. VSR Skills Certification test consists of Job Knowledge and Situational Judgment Test
(SJT) items. The Job Knowledge items are designed to test technical knowledge as well as
authorization work performed in the Sr. VSR job. SJT items are designed to test interpersonal
skills through a job-related situation where you rate the effectiveness or ineffectiveness of each
response provided using a scale.
The scored portion of the test includes approximately 100 items across both sections of the
test. The test also includes a number of additional pilot items that are being pilot tested for use
on future tests. These do not count toward your score. It is important that you treat all questions
equally, as pilot items will not be identified.
Job Knowledge Items
The Job Knowledge items, tested with multiple choice questions, measure two main areas:
Development and Post-determination. Some of the items contain one or more PDF
attachments, which are normal documents found in a claims file. Note: Once you are finished
with the PDF file(s) for a question, close it to ensure you reference only the relevant file(s) for
a test item.
Situational Judgment Items
SJT items, written by VBA SMEs with experience in the position being tested, present a job-
related situation and a list of responses that an individual might take. See Figure 12 for a sample
SJT item.
During the test you will be asked to rate the effectiveness of each response using a drop-down
menu. A 7-point scale is provided, with 1 being very ineffective and 7 being very effective.
See Appendix B: Situational Judgment Test (SJT) Item Scale for more information.
Think rating instead of ranking. Do not rank each response according to the others. Rate the
effectiveness of each response independently. Some responses may be effective while others
may be ineffective. Further instructions and an example item can be accessed by clicking the
SJT instructions link found on the Welcome screen of the Test Portal, as well as above each
SJT item.
TIP: When reading each SJT item, think rating instead of ranking and rate each response
independently from the others. Refer to Situational Judgment (SJT) Item Strategies for more
information.
Skills Certification Readiness Guide
Sr. VSR Test Specifics
April 2018 72
Figure 14: SJT Test Item
The ratings for the SJT responses, like all test items, are developed by a group of VBA SMEs.
There is a “VBA way” of interaction between employees and VBA stakeholders, although this
may be influenced by personal styles of communication. To reflect this, test takers are given
partial credit if their responses are close to the best rating for a given action. Suppose, for
example, the first response shown in Figure 14 has a keyed effectiveness rating (the best rating)
from the SMEs of a 6. This test taker rated that response a 7. The test taker will receive a
fraction of a point for being close to the keyed effectiveness rating. The test taker would receive
full credit if he or she had rated the response a 6.
Test Specification Plan for Sr. VSR Skills Certification
The Test Specification Plan details the categories of content areas the test covers. The Test
Specification Plan Weight column indicates the percentage proportion of the test measuring
each category. Note that Post-determination includes both adjudication and authorization
items.
Skills Certification Readiness Guide
Sr. VSR Test Specifics
April 2018 73
KSA # KSA Text % of
Test
Development 39%
1-01
Knowledge of information needed to make a ready for decision
determination (e.g., service treatment records, medical exams, service
period)
1-02
Knowledge of special determination and administrative decision
procedures and implications for eligibility (e.g., COD, LOD, VA Form
21-4176)
1-03 Knowledge of procedures and case management for handling special issues, flashes, and consolidated claims
1-04
Knowledge of the different procedures for obtaining Federal
information/evidence and verifying service records (e.g., PIES, DPRIS,
NPRC, RMC, VA Form 21-8359, JSRRC and/or working with the MRS)
1-05 Knowledge of the 5103 notice letter
1-06 Knowledge of the appropriate medical exams (i.e., DBQs) and opinions to be requested for a Veteran's claimed disability (body systems and
specialty exams)
1-07 Knowledge of procedures for processing individual unemployability (IU)
claims
1-08 Knowledge of procedures for obtaining and handling private treatment
records
1-09 Knowledge of fully developed claim (FDC) procedures
1-10 Knowledge of different service-connected requirements and procedures for active component versus reserve/guardsmen components (e.g., Title
10/Title 32)
1-11 Knowledge of Intent to File (ITF) and Request for Application (RFA)
procedures
1-12
Knowledge of how to exchange records with Federal agencies (e.g.,
Social Security Administration, Department of Labor, Internal Revenue
Service, and Bureau of Prisons)
1-13 Knowledge of BDD, IDES, and Quick Start procedures
Mentoring 14%
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Sr. VSR Test Specifics
April 2018 74
KSA # KSA Text % of
Test
2-01 Ability and willingness to make a decision
2-02 Ability to independently plan activities and prioritize work
2-03 Ability to show courtesy, respect, and fairness toward Veterans, the
general public, and co-workers from a variety of backgrounds
2-04 Ability to listen and be empathetic to the situation while remaining objective
2-05 Ability to work as part of a team to accomplish a goal (e.g., assist with
development; provide input regarding complex and/or ambiguous cases)
2-06 Ability to explain and understand others (e.g., tailor complex medical-legal decisions appropriately to audiences of different abilities)
2-07 Ability to provide and accept constructive feedback from team members
and maintain poise
Post-determination 47%
3-01 Knowledge of the difference between retired pay, separation pay,
severance pay, recoupment, and the amounts that should be withheld
3-02 Knowledge of matching programs and 800 series work items
3-03 Knowledge of Pension regulations (e.g., income, dependency, and net worth determination)
3-04 Knowledge of drill pay procedures (e.g., how to offset)
3-05 Knowledge of return to and release from active duty procedures (e.g.,
how to adjust benefits)
3-06 Knowledge of apportionment procedures
3-07 Knowledge of dependency benefits (e.g., school children, dependent
parents, adopted and stepchildren, helpless, validity of marriages)
3-08 Knowledge of effective dates (e.g., identifying date of claim, payment dates)
3-09 Knowledge of claimant notification procedures to include ADL
(Automatic Decision Letter)
3-10 Knowledge of due process procedures
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KSA # KSA Text % of
Test
3-11
Knowledge of available VA and Federal benefits for Veterans and
dependents and basic eligibility requirements and forms for ancillary
benefits (e.g., Chapter 35, special adaptive housing, automobile
allowance)
3-12 Knowledge of administrative denial
3-13 Knowledge of the appeals process (e.g., time limits, recognizing an
appeal, attorney fees)
3-14 Knowledge of Aid and Attendance/Housebound benefits
3-15 Knowledge of processing procedures for incarcerated and fugitive felon
Veterans
3-16 Knowledge of VA diagnostic codes and special monthly compensation
codes
3-17
Knowledge of the procedures associated with and the roles of Veterans
service organizations (VSOs)/POAs/agents/attorneys for compensation
and pension disability claims
3-18 Knowledge of simultaneous awards processing in preventing improper overpayments, debts, and recoupments
3-19 Knowledge of hospital adjustments (e.g., convalescence, SMC reduction)
Post-determination items will be tested in Session 1, leaving Development and Mentoring
items for Session 2.
Reference List for Sr. VSR Skills Certification Test
Online reference resources used in performing your job (e.g., CPKM, the Compensation
Service homepage, local links or databases) will be available on each computer during the test.
You are responsible for bringing any other reference materials to the test. The following
materials were used in developing the test and are recommended for study and reference during
the test:
CPKM
Compensation Service Intranet site and Compensation Service FAQs
CS VETSNET Awards User & Help Guides “Priors Screen and Audit Error
Worksheets (AEWs)”
Federal Benefits for Veterans and Dependents
Skills Certification Readiness Guide
Sr. VSR Test Specifics
April 2018 76
KnowVA
o https://www.knowva.ebenefits.va.gov
M21-1
M21-4
OFO Letters
Rate Charts
U.S.C. Section 5103
User Guides - AMIE/CAPRI, PCGL, SHARE, VACOLS, VBMS
38 CFR Parts 1, 3, 4, 19, 20
38 CFR 4.16a
38 CFR 4.17
Online Prep Test Tool
An online preparatory (practice) test for the Sr. VSR test is available on the Skills Certification
website. The prep test is a short, interactive tutorial introducing you to the testing interface and
providing sample test item types.
Just Sufficiently Qualified (JSQ) Sr. VSR
When VBA SMEs develop and evaluate test items written to support the Test Specification
Plan, they are asked to consider a description of a “just sufficiently qualified” SrVSR. This
JSQ definition is intended to describe the capabilities and proficiency level of a certified
SrVSR and the target audience to which SMEs develop test items.
A Sr. VSR who:
Is familiar with VA benefits and provides accurate information to Veterans and
claimants.
Is able to independently process a variety of claims.
Identifies evidence required and accurately requests evidence to make a case ready for
decision.
Decides the necessity for examinations, and may decide the need for additional medical
opinions and examinations.
Researches, develops, and adjudicates claims by referencing and applying all pertinent
laws, regulations, and official VA guidance.
Skills Certification Readiness Guide
Sr. VSR Test Specifics
April 2018 77
Complies with business rules of various applications and electronic records.
Effectively reviews and authorizes cases and gives appropriate feedback.
Offers appropriate mentoring/training assistance when needed.
Skills Certification Readiness Guide
VSR Test Specifics
April 2018 78
VSR Skills Certification Test
A VSR must meet certain criteria to be eligible to sit for the Skills Certification test. If you are
not certain about your eligibility, talk with your supervisor and refer to the VBA Skills
Certification website for the specific policies governing the tests;
http://cptraining.vba.va.gov/C&P_Training/Skills_Cert/Index.htm.
The scored portion of the VSR test includes 100 scored items. The test also includes a number
of additional pilot items being tested for use on future tests. These do not count toward your
score. Treat all questions equally, as pilot items will not be identified.
You will have 3 hours in the morning to answer the first half of the questions, a 1-hour break
for lunch, and 3 hours in the afternoon to answer the remaining half of the test.
Test Specification Plan for VSR Skills Certification
The Test Specification Plan details the categories and subcategories of knowledge content
areas the test covers. The column on the right indicates the proportion of the test measuring
each category. For KSA categories that cover large areas, such as Benefits of Work Processes,
the specification is broken out to describe the major elements within the category.
KSA # KSA Text
% of
Test
Benefits & Services
Eligibility 9%
1A-1 Knowledge of available VA benefits and basic eligibility requirements
Dependents
Veterans
1A-2 Knowledge of administrative decisions and procedures
Character of Discharge (COD)
Line of Duty (LOD)/Willful misconduct
Dependencies (adopted child or stepchild)
Administrative error
1A-3 Knowledge of service-connected requirements for different types of service
Active components
Reserve components
National Guard components
Development 33%
1B-1 Knowledge of theories of service connection
Direct
Presumptive
Secondary
Aggravation
1B-2 Knowledge of procedures for obtaining service treatment and personnel
records
National Personnel Records Center (NPRC)/Personnel Information Exchange System (PIES)
Records Management Center (RMC)
Healthcare Artifacts and Image Management Solution (HAIMS)
Skills Certification Readiness Guide
VSR Test Specifics
April 2018 79
KSA # KSA Text
% of
Test
Defense Personnel Records Imaging System (DPRIS)
Fire-related
1B-3 Knowledge of 5103 notice requirements
General
1B-4 Knowledge of processing individual unemployability (IU) claims
Review and processing of claim
Developing for employment information
1B-5 Knowledge of case procedures for handling special issues
Agent Orange/Environmental Hazards/Asbestos
Verification of PTSD stressor(s)
1B-6 Knowledge of procedures for processing claims received from reservists and
guardsmen
General
1B-7 Knowledge of the impact of records specialist duties on the claims process
Joint Services Records Research Center (JSRRC)
Military Records Specialist (MRS)
1B-8 Knowledge of what are acceptable substitutions for service treatment records
Private medical records
Buddy statements/police reports
Combat Veteran statement
1B-9 Knowledge of 1151 claims and procedures
General
1B-10 Knowledge of how to exchange records with Federal agencies
Social Security Administration (SSA)
Department of Defense (DoD)
Bureau of Prisons (BoP)
1B-11 Knowledge of information needed to make a ready for decision determination
General
Dependency 5%
1C-1 Knowledge of principles and procedures for adding and removing dependents
Child (stepchild, adopted child, biological, and helpless)
School child
Spouse
Awards Procedures
Awards 20%
2A-1 Knowledge of effective dates
Date of claim
Day after RAD (release from active duty)
Intent to File (ITF)
Dependency (Sharp vs. Shinseki/schoolchild/date of event)
Rate charts
2A-2 Knowledge of recoupment and offset policies and procedures
Separation/readjustment
Severance pay
Drill pay
Retired pay
Skills Certification Readiness Guide
VSR Test Specifics
April 2018 80
KSA # KSA Text
% of
Test
2A-3 Knowledge of return to and release from active duty procedures
General
2A-4 Knowledge of proposed incompetency award procedures
Withholding retroactive benefits
Brady Bill
2A-5 Knowledge of special monthly compensation codes
Loss of use
Housebound (in fact and statutory)
Aid and attendance
2A-6 Knowledge of apportionment procedures
Initial award (withhold future funds/payee code)
Making the administrative decision (VA Form 441)
Work Processes & Procedures
Appeals 6%
3A-1 Knowledge of appeals process
Notice of disagreement (VA Form 0958)
Perfected appeal (VA Form 9)
Impact on claims process
3A-2 Knowledge of the role and decisions of the Board of Veterans Appeals (BVA) and U.S. Court of Appeals for Veterans Claims (CAVC)
General
3A-3 Knowledge of private attorney fees
General
Organizational 20%
3B-1 Knowledge of claimant notification procedures
Due process
Decision notification
(payment rates and dates, ancillary benefits, appeal rights)
3B-2 Knowledge of due process procedures
General
3B-3 Knowledge of end product (EP) codes
General
3B-4 Knowledge of fully developed claim (FDC) policies and procedures
General
3B-5 Knowledge of recognizing and verifying power of attorney (POA)
General
3B-6 Knowledge of ancillary benefits
Chapter 35
Auto allowance/special adaptive auto
SAH/SHA
3B-7 Knowledge of processing procedures for incarcerated Veterans
General
3B-8 Knowledge of consolidated claims procedures
General
Medical Symptoms & Conditions
Development 7%
Skills Certification Readiness Guide
VSR Test Specifics
April 2018 81
KSA # KSA Text
% of
Test
4A-1 Knowledge of medical characteristics and risk factors to include requesting
exams and medical opinions, and review medical evidence for ready for
decision determinations
Selecting DBQs and requesting medical opinions
Appropriateness of exams for rating purposes
Exclusions to contract exams
Reference List for VSR Skills Certification Test
Online reference resources that you use in performing your job (e.g., CPKM, the Compensation
Service homepage, local links or databases) will be available on each computer during the test.
You are responsible for bringing any other reference materials to the test. The following
materials were used in developing the test and are recommended for study and reference during
the test:
Compensation Service Intranet site and Compensation Service FAQs
CPKM
Federal Benefits for Veterans and Dependents
KnowVA
o https://www.knowva.ebenefits.va.gov
M21-1
M21-4
Medical EPSS
OFO letters
Rate Charts
User Guides - AMIE/CAPRI, PCGL, SHARE, VACOLS, VBMS
38 CFR Part 1, 3, 4, 19, 20
38 CFR 4.16a, 4.17
38 U.S.C. Section 5103
Online Prep Test Tool An online prep test (practice) test for the VSR test is available on the Skills Certification
website. It is a short, interactive tutorial that introduces you to the testing interface and
provides sample questions.
Skills Certification Readiness Guide
VSR Test Specifics
April 2018 82
Just Sufficiently Qualified (JSQ) VSR
When VBA SMEs develop and evaluate test items written to support the Test Specification
Plan, they are asked to consider a description of a “just sufficiently qualified” VSR. This JSQ
definition is intended to describe the capabilities and proficiency level of a certified VSR and
the target audience to which SMEs develop test items.
A VSR who:
Is an advocate who is familiar with VA benefits and provides accurate information to
Veterans and claimants consistent with I CARE Core Values.
Is able to independently process a variety of routine claims.
Identifies evidence required and accurately requests evidence to make a case ready for
decision.
Decides the necessity for examinations, and may decide the need for additional medical
opinions and examinations.
Researches, develops, and adjudicates claims by referencing and applying all pertinent
laws, regulations, and official VA guidance.
May need assistance and additional time with complex claims.
Complies with business rules of various applications and electronic records.
Skills Certification Readiness Guide
Appendix A
April 2018 1
Appendix A: Understanding the Individual Feedback Report
Below is a sample Individual Feedback Report. Note the additional information helping you
understand your Feedback Report in the red margin boxes.
This chart displays
your score in
comparison to the average score of
those who took the
same test.
The pass line
represents the
score required to
pass the test.
In this example,
the candidate
passed the test and performed higher
than the average
test taker.
Skills Certification Readiness Guide
Appendix A
April 2018 2
This chart displays your performance on each knowledge area of the test. Knowledge areas are
listed in descending order of test representation. Focus your efforts on the areas with the
highest percentages first. In this example, the candidate might focus on the top three
knowledge areas listed.
Skills Certification Readiness Guide
Appendix A
April 2018 3
This section of the report provides details for each Knowledge Area. The top bar indicates the
percentage and number of test items answered correctly in each knowledge area.
Under each knowledge area heading is a list of KSAs in which the candidate missed at least one test
question. The information provided below each KSA will give test candidates clues to the questions
missed, and the training and references that need to be reviewed to improve skills in that area.
Skills Certification Readiness Guide
Appendix B
April 2018 1
Appendix B: Situational Judgment Test (SJT) Item Scale
Below is a description of the SJT item scale in further detail. The ratings for the SJT
responses, like all test items, are developed by a group of VBA SMEs. There is a “VBA
way” of interaction between employees and VBA stakeholders, although this may be
influenced by personal styles of communication. To reflect this, test takers are given partial
credit if their responses are close to the best rating for a given action.
7 – Very effective
Contains many positive behaviors that:
o lead to many very positive outcomes,
o exactly represent “the VBA way,” and
o represent the ideal response.
6 – Moderately effective
Contains multiple positive behaviors that:
o lead to several positive outcomes,
o somewhat represent “the VBA way,” and
o do not represent the ideal response.
5 – Slightly effective
Contains at least one positive behavior that:
o leads to one or two marginally positive outcomes and
o slightly represents or differs from “the VBA way.”
4 – Neither effective nor ineffective
This action will not help or hurt the situation.
3 – Slightly ineffective
Contains at least one negative behavior that:
o leads to one or two marginally negative outcomes and
o differs from “the VBA way.”
2 – Moderately ineffective
Contains multiple negative behaviors that:
o lead to several negative outcomes,
o do not represent “the VBA way,” and
o are bad behaviors to exhibit.
1 – Very ineffective
Contains many negative behaviors that:
o lead to many very negative outcomes,
o do not represent “the VBA way,” and
o are the worst behaviors to exhibit.
Skills Certification Readiness Guide
Appendix C
April 2018 1
Appendix C: Certification Preparation Checklists
Begin a dialog with your supervisor concerning your preparation for the Skills Certification
Examination now. It is never too early to discuss and plan your preparation for the Skills Certification
Examination.
As you approach eligibility
____ Review the Readiness Guide.
____ Take the Certification Prep Test.
____ Identify area(s) in which you are deficient.
____ Identify resources necessary for review/preparation.
____ Create a plan to determine what content and how you will review.
____ Discuss your plan for review/progress with your supervisor.
____ Inquire about any test preparation/review opportunities that may be offered at your station.
____ Organize notes/files/binders with personal reference information.
One month prior to certification
____ Finalize organization of personal reference information.
____ Compose a list of shortcuts to create on your test environment PC.
____ Review timeline for personal review plan.
____ Participate in any training provided locally.
One day prior to certification
____ Prepare to physically move any personal reference material to the test environment.
____ Configure your browser settings.
____ Set up shortcuts on test environment PC.
On exam day
____ Arrive on time.
____ Bring your photo ID.
____ Ensure that you have all materials needed (you will not be able to return to your work area
until the test is completed).
____ Check your testing environment PC to ensure it is working properly and can open
PDF files.
Skills Certification Readiness Guide
Appendix D
April 2018 1
Appendix D: Guide to Statement of the Cases (SOC);
Supplemental Statement of the Case (SSOC); Laws and Regulations
Citations
This guide has been prepared for training purposes only.
Purpose: This guide is intended for use by DROs and RVSRs assigned to the Appeals Team or
working appeal issues within their respective team. The list is not all inclusive; therefore, the laws
and regulations cited herein are those found to be consistently required when preparing an
SOC/SSOC.
Basic Laws and Regulations To be included in all SOCs . Do not need to repeat in the SSOC if included in the SOC. If law was not on SOC, then it needs to be included on the SSOC.
Title 38 CFR
38 38 U.S.C. 5107(a) Claimant Responsibility
38 U.S.C. 5107(b) Benefit of Doubt
38 38 CFR 3.102 Reasonable Doubt (if evidence equipoise)
39 38 CFR 3.103 Procedural Due Process and Appellate Rights
38 CFR 3.104(a) Finality of Decisions
38 CFR 3.159
Department of Veteran Affairs Assistance in
Developing Claims
38 CFR 19.32
Closing of Appeal for failure to Respond to
SOC
38 CFR 20.302
Time Limit for Filing NOD, Substantive
Appeal, and Response to SSOC
38 CFR 20.201 Requirements for Valid and complete NODs
38 CFR 19.23 Definition of complete NOD
38 CFR 19.24 Definition of NOD
38 CFR 20.501 If Contested Claim
38 CFR 3.1 and 38 CFR 3.6 If Reserves/National Guard
Service Connection
TITLE 38 U.S.C. 1110 (Wartime) Basic Entitlement
TITLE 38 U.S.C. 1131 (Peacetime) Basic Entitlement
TITLE 38 U.S.C. 1153
38 CFR 3.306
38 CFR 3.322 (a)
38 CFR 3.322 (b)
Aggravation
Aggravation of Pre-service Disability
Aggravation of Service-Connected
Disability
TITLE 38 U.S.C. 1154(b) Consideration to be accorded time, place and
circumstances of service (combat)
38 CFR 3.303 Principles Relating to Service Connection
38 CFR 3.304 Direct Service Connection; Wartime &
Peacetime (All)
Skills Certification Readiness Guide
Appendix D
April 2018 2
38 CFR 3.304(f) Post Traumatic Stress Disorder due to
Combat or Sexual Trauma
Presumptive (Service Connection)
38 CFR 3.307 Presumptive (chronic, tropical or prisoner-of-
war related disease, or disease associated with
exposure to certain herbicide agents; wartime
and service on or after January 1, 1947)
38 CFR 3.309(a) Presumptive Chronic
38 CFR 3.309(b) Tropical Diseases
38 CFR 3.309(c) POW Status (interned/detained not less than 30
days)
38 CFR 3.309(d)
38 CFR 3.311
Diseases specific to radiation-exposed veterans
Exposure to Ionizing Radiation
38 CFR 3.309(e) Disease associated with exposure to certain
Herbicide Agents
38 CFR 3.313 Claims Based on Service in Vietnam
38 CFR 3.316 Claims Based on Chronic Effects of Exposure
to Mustard Gas
38 CFR 3.317 Undiagnosed Illness (Gulf War)
38 CFR 3.318 Amyotrophic Lateral Sclerosis (ALS)
Specific Issues
38 CFR 3.1000
38 U.S.C. 5121
Accrued (payment of certain accrued benefits
upon death of a beneficiary)
38 CFR 3.808 Automobiles or other conveyances;
certification
38 CFR 3.807 Chapter 35
38 CFR 3.12 Character of Discharge
38 CFR 4.9 Congenital or developmental defects
38 CFR 3.358 & 38 CFR 3.800 Claims under 38 U.S.C. 1151
38 CFR 3.361 Benefits under 38 U.S.C. 1151(a) for
additional disability or death due to hospital
care, medical or surgical treatment,
examination, training and rehabilitation
services, or compensated work therapy
program
38 CFR 4.25 Combined Rating Tables
38 CFR 3.6 Duty Periods
38 CFR 3.114 Change of law or Department of Veterans
Affairs issue.
38 CFR 3.109 Effective Dates
38 CFR 3.155 Effective Dates
38 CFR 3.400 Effective Dates
38 CFR 3.401 Effective Dates - Veteran
Skills Certification Readiness Guide
Appendix D
April 2018 3
38 CFR 3.402 Effective Dates – Surviving Spouse
38 CFR 3.403 Effective Dates - Children
38 CFR 3.404 Effective Dates – Parents
38 CFR 3.405 Effective Dates – Filipino Veterans and
Survivors
38 U.S.C. 5313 Fugitive Felon
38 CFR 3.385 Hearing Loss
38 CFR 3.356 Helpless Child (Conditions which determine
permanent incapacity for self-support)
38 CFR 4.127 Mental retardation and personality disorders
38 CFR 3.31 Omnibus (Commencement of the period of
payment)
38 CFR 3.350 Special Monthly Compensation Ratings
38 CFR 3.51(a-d)
Special monthly dependency and indemnity
compensation, death compensation, pension
and spouse's compensation ratings
38 CFR 3.352(a) Basic criteria for regular aid and attendance
and permanently bedridden
38 CFR 3.806 Death gratuity; certification
38 CFR 3.809(a) Special Adapted Housing under 38 U.S.C.
2101(a)/Special Home Adaptation
38 CFR 3.310 Secondary Conditions (Disabilities that are
proximately due to, or aggravated by, service-
connected disease or injury)
38 CFR 3.50 Spouse and surviving spouse
38 CFR 3.1(n)
-3.301(c)(2)
-3.301(c)(3)
Definitions- Willful Misconduct/LOD plus
Alcoholism
Drug Abuse
38 CFR 3.383 Special Consideration for paired Organs and
extremities
38 U.S.C. 1702 Presumption of Soundness Related to
Psychosis
Increased Evaluation Denied
38 CFR 3.321(a)(b)(1) General Rating Considerations
38 CFR 3.655 Failure to report for VAE
38 CFR 4.1 Essentials of Evaluative Ratings
38 CFR 4.2
(only if VAE was performed)
Interpretation of Examination Reports
38 CFR 4.3 Resolution of Reasonable Doubt
38 CFR 4.6 Evaluation of Evidence
38 CFR 4.7 Higher of Two Evaluations
38 CFR 4.10 Functional Impairment
38 CFR 4.20
Appropriate Diagnostic Code(s) 38 CFR Part 4
Schedule for Rating Disabilities
Skills Certification Readiness Guide
Appendix D
April 2018 4
Analogous Ratings
NOTE: Include all Applicable Diagnostic Codes
Other Laws & Regulations Specific to Issues of Evaluation 38 CFR 3.321(a)(b)(1) Extra Schedular Evaluation
38 CFR 3.324 Multiple Non-compensable SC Disabilities
38 CFR 4.14 Avoidance of Pyramiding
38 CFR 4.20 Analogous Ratings
38 CFR 4.31 A No-percent Rating
38 CFR 4.68 Amputation Rule
NOTE: Cite all applicable diagnostic codes (DCs) that apply to a particular disability. A single
DC used in a rating will not always be the only pertinent DC to use when preparing an SOC.
You must provide other related codes as needed for clarity.
NOTE: If maximum evaluation is assigned, include all potential DC that allow for a higher
evaluation.
NOTE: When a change in law revises 38 CFR Part 4, Schedule for Rating Disabilities, provide
both old and new rating schedule criteria.
Additional Regulations When Evaluating a Joint
38 CFR 4.40 Functional Loss (Deluca)
38 CFR 4.45 The Joints (Deluca)
38 CFR 4.59 Painful Motion
Additional Regulations When Evaluating a Mental Condition 38 CFR 4.126 Evaluation of Disability from Mental Disorders
38 CFR 4.130 Schedule of Ratings-Mental Disorders
Additional Regulations When Evaluating Hearing Loss
38 CFR 3.383 (a)(3) Special Consideration for paired Organs and
extremities
38 CFR 4.85 Evaluation of Hearing Impairment
38 CFR 4.86
Tables VI
VIA
VII
Evaluation Tables
Hearing impairment based on puretone
threshold average &speech discrimination
Hearing impairment based only on puretone
threshold average
Percentage evaluation for hearing impairment
(diagnostic code 6100)
Note: Mandated use of Hearing Loss Calculator (User Guide)
Review TL 10-02 Adjudicating Claims for Hearing Loss and/or Tinnitus; TL 09-05 Adjudicating
Claims for Hearing Loss and/or Tinnitus
Additional Regulations When Evaluating Scars
38 CFR 4.118 Schedule of ratings-skin
DC 7800 Burn scar(s) of the head, face, or neck; scar(s)
of the head, face, or neck due to other causes;
or other disfigurement of the head, face, or
neck
Skills Certification Readiness Guide
Appendix D
April 2018 5
DC 7801 Burn scar(s) or scar(s) due to other causes, not
of the head, face, or neck, that are deep and
nonlinear
DC 7802 Burn scar(s) or scar(s) due to other causes, not
of the head, face, or neck, that are superficial
and nonlinear
DC 7804 Scar(s), unstable or painful:
DC 7805 Evaluate any disabling effect(s) not considered
in a rating provided under diagnostic codes
7800-04 under an appropriate diagnostic code.
Review FL 08-44 Final Rule: Schedule for Rating Disabilities; Evaluation of Scars
Entitlement To Total Compensation On Account of IU 38 CFR 3.321(b)(1) Extra Scheduler Consideration (Compensation)
38 CFR 3.340 Total and Permanent Total Ratings and
Unemployables
38 CFR 4.15 Total Disability Ratings
38 CFR 4.16 Total Disability Ratings Based on IU
38 CFR 4.18 Unemployability
38 CFR 4.19 Age in service-connected claims
NOTE: Review Rice v. Shinseki Decision (06-1445) regarding TDIU Claims and,
FL 13-13 Claims for Total Disability Based on Individual Unemployability (TDIU)
Permanent and Total for Pension Purpose 38 CFR 3.321 General rating considerations
38 CFR 3.321(b)(2) Extra-Schedular Consideration
38 CFR 3.327 Reexaminations
38 CFR 3.340 Total and Permanent Ratings and IU
38 CFR 3.342 Permanent and Total Disability Ratings for
Pension Purposes
38 CFR 4.15 Total Disability Ratings
38 CFR 4.17 Total Disability Ratings for Pension Based on
IU and age of Individual
Diagnostic Code(s) for Disability(ies) 38 CFR Part 4, Schedule for Rating Evaluated
Disabilities
Pension Income 38 CFR 3.3 Pension
38 CFR 3.23 Improved pension rates-Veterans and surviving
spouses.
38 CFR 3.24 Improved pension rates-surviving children.
38 CFR 3.29 Rounding
38 CFR 3.260 and 38 CFR 3.271 Computation of Income
38 CFR 3.262 Evaluation of income
Skills Certification Readiness Guide
Appendix D
April 2018 6
38 CFR 3.272 Exclusions from income
38 CFR 3.273 Rate Computation
38 CFR 3.275 Criteria for evaluating net worth
38 CFR 3.277
38 CFR 3.256
Eligibility reporting requirements
Claims Based on New and Material Evidence 38 CFR 3.105 Revision of Decision
38 CFR 3.156 New and Material Evidence
38 CFR 20.1100 & 38 CFR 20.1104 (only
if denial previously upheld by BVA)
Finality of Decisions of the Board and
Finality of Determination of the Agency of
Original Jurisdiction Affirmed on Appeal
Service Connection for Cause of Death Denied
38 CFR 3.303 Principles Relating to SC
38 CFR 3.304
38 CFR 3.304(f)
Direct SC
Post Traumatic Stress Disorder
38 CFR 3.312 Cause of Death
38 CFR 3.307 & 38 CFR 3.309 (delete
parts of regulation not applicable)
Presumptive Conditions (chronic, AO, POW, etc.)
Veterans Rated Total at Time of Death (10 Years, 5 Years, or 1 Year)
38 CFR 3.22 DIC Benefits for Survivors of Certain Veterans
Rated Totally Disabled at Time of Death
Other Rating Issues
Competency
38 CFR 3.353 Determination of Incompetency/Competency
Paragraph 29
38 CFR 4.29 Ratings for service-connected disabilities requiring
hospital treatment or observation
Paragraph 30
38 CFR 4.30 Convalescent Ratings
Dental (Teeth Only)
38 CFR 3.381 SC of Dental Conditions for Treatment Purposes
Revision of Decision
38 CFR 3.105(a)
38 CFR 3.105(b)
38 CFR 3.105(d)
Clear & Unmistakable Error (CUE)
Difference of Opinion
Severance
38 CFR 3.2600 Review of Benefit Claims Decision
Reductions in Evaluation
38 CFR 3.105(e) Reduction in Evaluation (Comp)
Skills Certification Readiness Guide
Appendix D
April 2018 7
38 CFR 3.343 Continuance of Total Disability Ratings (If
Reduced from Total, including IU)
38 CFR 3.344 Stabilization of Disability Evaluations
38 CFR 3.951 Preservation of Disability Ratings
38 CFR 3.957 Service Connection
Entitlement to an Earlier Effective Date
38 CFR 3.155 Informal Claim
38 CFR 3.400
38 CFR 3.400(b)(2)
38 CFR 3.400(c)
38 CFR 3.400(0)
38 CFR 3.400(q)
38 CFR 3.400(r)
38 CFR 3.400(x)
General Regulation on Effective Dates
Service Connection
(Direct/Presumptive)
Death Benefits
Increased Evaluation
New and Material Evidence
Reopened Claims
Determination of Incompetency
38 CFR 3.400 Effective Dates
38 CFR 3.401 Effective Dates - Veteran
38 CFR 3.402 Effective Dates – Surviving Spouse
38 CFR 3.403 Effective Dates - Children
38 CFR 3.404 Effective Dates - Parents
38 CFR 3.405 Effective Dates – Filipino Veterans and
Survivors
Timeliness of Appeal
38 CFR 3.109 Time Limit
38 CFR 3.156 New and Material Evidence
38 CFR 3.160(d) Status of Claims-Finally Adjudicated Claim
38 CFR 20.303 Extension of time for filing Substantive Appeal
and response to Supplemental Statement of the
Case.
38 CFR 20.305 Computation of time limit for filing.
38 CFR 20.1103 Finality of determinations- appeal not perfected
38 CFR 20.1104 Finality of determinations-affirmed on appeal
Skills Certification Readiness Guide
Appendix D
April 2018 8
Other Appealable Issues
Burial
38 CFR 3.954 Burial allowance
38 CFR 3.1607 Cost of flags
38 CFR 3.1608 Non-allowable expenses
38 CFR 3.1612 Monetary allowance in lieu of a Government-
furnished headstone or marker
Quick Links Fenderson v. West, January 29, 1999,
No. 96-947
Evaluating disability levels; Application of 38
CFR §§ 4.40 and 4.45; “Staged” ratings
Tatum v. Shinseki, September 28, 2009, No.
07-2728
Applying Various Regulations to Rating
Schedule
Hensley v. Brown, May 18, 1993, No. 91-
1179
Reasons or bases, 38 CFR § 3.385, benefit-of-
the-doubt rule
McLendon v. Nicholson, June 5, 2006, No.
04-0185
Duty to Assist - Examinations.
Nieves-Rodriguez v. Peake, December 1,
2008, No. 06-0312
Medical Opinions
Rice v. Shinseki, May 6, 2009, No. 06-1445 TDIU Claims
Skills Certification Readiness Guide
Appendix E
April 2018 1
Appendix E: Browser Setup Instructions
The purpose of this appendix is to ensure the PC used for Skills Certification testing is set up
properly. These steps should be performed before test day, but if not, before testing begins.
Step 1. Verify PDF access.
What do you see?
a. If this document opened in a new tab or window, continue to step 3.
b. Is the testing window no longer accessible? If so, this document did not open in a
new tab or window. Continue to step 2.
Step 2. Configure browser settings.
The following steps ensure documents open in a new window or tab:
a. Select Tools from the menu or the Gear icon in the upper right corner of the
window.
b. Select Internet Options.
c. In the Tabs section, select the Settings button (Figure 1).
d. Make sure Enable Tabbed Browsing is checked (Figure 2).
e. Make sure Warn me when closing multiple tabs is checked.
f. In the section, Open links from other programs in, select A new window. The
current tab or window should not be selected.
g. Close and restart the browser.
h. Continue to step 3.
Figure 1. Internet Options Figure 2. Tabbed Browsing Settings
Skills Certification Readiness Guide
Appendix E
April 2018 2
Step 3. Validate documentation shortcuts.
a. With the Test PortalTest Portal window open in a browser, select a documentation
shortcut on the PC desktop.
b. Does the documentation shortcut open in a separate window?
a. If Yes, the documentation opened properly. Continue to step 4.
b. If No, repeat step 2 to re-configure the browser settings.
Step 4. Verify Compatibility View mode is turned OFF. Test answers may not save properly if the browser is using Compatibility View mode.
Follow one of the methods below to ensure it is OFF.
a. Method 1: If a torn paper icon displays in the address bar, what color is it (Figure
3)?
1) If it is gray, the browser is configured properly.
2) If it is blue, select it to turn Compatibility View off.
3) If no icon displays, use method 2.
Figure 3. Torn paper icon
b. Method 2: Select Tools from the menu bar. Is Compatibility View checked
(Figure 4)?
1) If it is not checked, the browser is configured properly.
2) If it is checked, select Compatibility View in the menu to uncheck it.
3) If Compatibility View is not in the menu list, use method 3.
Figure 4. Tools menu
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c. Method 3: Select Tools > Compatibility View Settings from the menu bar. In the
popup that displays, is Camber.com included in the “Websites you’ve added to
Compatibility View:” list (Figure 5)?
1) If the site is not listed, the browser is configured properly.
2) If the site is listed, select it and select the Remove button.
Figure 5. Compatibility View Settings popup
Step 5. Setup is complete.
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Appendix F
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Appendix F: Section 508 Compliance
The Skills Certification Test Portal is Section 508 compliant. Part of the Rehabilitation Act of 1973,
Section 508 established guidelines for technology accessibility requiring that members of the public
with disabilities have access to and use of information and data.
All links, buttons, and controls in the Test PortalTest Portal are accessible using key presses.
Tabbing provides access to active content and all question text. Links and buttons are assigned
access keys, which are defined in the table below. Buttons are accessed using Alt + access key.
Links are accessed using Alt + access key + Enter. All links have their access key underlined in the
text. Access keys are also defined in the Accessibility Information section of the Help file on the
Test PortalTest Portal.
Portal Screen Button/Link Access Key Sequence
Menu on all Screens Elapsed Time Link Alt + m + Enter
Help Link Alt + l + Enter
Logout Link Alt + o + Enter
Login System Check Link Alt + k + Enter
Setup Instructions Link Alt + i + Enter
Login Button Alt + o
System Check Return to Login Button Alt + u
Confidentiality Agreement Continue Button Alt + n
Welcome Continue Button Alt + s + Enter
SJT Instructions Link Alt + n
Question Next Button Alt + n
Previous Button Alt + p
Skip to Question Link Alt + u + Enter
SJT Rating Scale Link Alt + s + Enter
Review Complete Session Button Alt + n
Previous Button Alt + p
Locked Session Continue Button Alt + n
Background Submit Button Alt + u
A Skip to Question link is provided for assistive technology or large scale viewing as a means to
skip the list of linked question numbers and focus on the question instructions.
Navigate question options in the following manner:
Radio Buttons
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Use the Tab key to reach a radio button which appears with a dotted box around it. This
radio button then has keyboard focus.
Use the arrow keys to move the keyboard focus between the radio buttons inside a radio
button group.
o Use the Down and Right arrow keys to move forward within the group
o Use the Up and Left arrow keys to move backward.
o When the Right or Down arrow is pressed on the last radio button in a group, its
focus will then cycle back to the first radio button in the group.
o Similarly, when the Up or Left arrows are pressed on the first radio button in the
group, then focus is placed on the last radio button in the group.
o Moving to a radio button using the arrow keys changes the selection of that radio
button.
Check Boxes
Use the tab key to navigate to a check box.
Drop-Down Lists
Tab to select a list.
Use the Up and Down arrows to select an item in the list.
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Appendix G
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Appendix G: Understanding the Test Specification Plan (TSP)
The TSP details categories of knowledge, skills, and abilities (KSA), the KSAs, and the KSA facets
of content areas the test covers. A KSA category is a broad, job-related competency, such as
Leadership, Workload Management, or Claims Development, and includes multiple KSAs. A KSA
is a subset of a KSA category, and defines important content required for the job. Each KSA is
further detailed by facets, which are specific, non-overlapping aspects of the knowledge domain. A
Performance Level Goal (PLG) describes the level of competency needed for a KSA, which has
been predetermined by the VBA Test Development Committee (TDC). See the graphic below for
an example. The three columns on the right indicate whether a specific team will be tested on the
listed facet. A “” indicates it will be covered on the test, and an “X” indicates it will not be
covered on the test.