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STAKEHOLDER ENTERPRISE PORTALUSER GUIDEVETERANS BENEFITS ADMINISTRATIONJANUARY 2015

Table of Contents - Indicates that the SEP feature listed is only available to Accredited VSO Users at this 5.25.35.45.55.65.75.86.07.07.19.0Overview . 3Hardware, Software and Identification Pre-Check . 3Instructions on how to clear your Cache . 5Account Creation & Log-In. 8Unauthenticated Chat . 8Register with PIV Updated – January 2015. 11Register with Remote Identity Proofing: Obtain Symantec Credentials . 14SEP User Login . 15 Managing 21-22s Updated – January 2015 . 19 Search for 21-22s Updated – January 2015 . 19 Save a Search/Recall Saved Search Updated – January 2015 . 23 View 21-22 Detail . 25 Accept or Decline 21-22 . 26SEP Dashboard . 28Veteran Search . 29Authenticated chat NEW – January 2015. 31Claim Status & Document Upload Updated – January 2015. 33View DIC Claims Status as an SEP User . 41Payment History . 43View DIC Payments as an SEP User . 45View Modifications to Payments as an SEP User . 46Access Online Forms . 48 Submission of 21-526EZ on Behalf of a Veteran . 50SEP Work Queue Updated – January 2015 . 56View Work Queue Search Results . 58SEP ForeSee Survey. 602

1.0 OverviewVeterans Relationship Management’s (VRM) Stakeholder Enterprise Portal (SEP) provides a fullyfunctional and secure entry point to web-based systems, information and services accessed onbehalf of Veterans and the Department of Veterans Affairs (VA) by external stakeholders, businesspartners and service providers. SEP establishes a common enterprise identification andauthentication service for VA internal and external stakeholders and provides a portal for themanagement of enterprise content for VA enterprise stakeholders.This manual serves as a step-by-step guide for the various features of the system. It will be updatedas new functionalities are made available. For further information and other issues not covered inthis user guide, please call the SEP dedicated support line at 1-855-225-0709 or work with theChange ManagementAgent (CMA) in your local Regional Office (RO).1.1 Hardware, Software and Identification Pre-CheckSEP requires specific hardware and software to operate correctly. The following requirements arenecessary for all users of SEP. Note: Accredited users of SEP must have had the required securitytraining and privacy training prior to using SEP.1. Operating Systems: Windows XP or Windows 7a. How to check: Right Click “My Computer” Select “Properties”2. Internet Browsers: Internet Explorer v9, v10, v11, Firefox and Google Chrome.a. How to check: Open Internet Explorer. Click on “Tools” Select “Help” Select the“About” icon to display the version of IE running on system.3. ActivIdentity (v 6.2 for Windows 7) card reading software (required only for users logging inwith a PIV card):a. How to check for this software: Select “Start” Select “All Programs” Look for“ActivIdentity” Select “User Console” and double click to open program Then fromthe title bar select “Help” Select “About” and look for the version of software.3

4. Valid Personal Identity Verification (PIV) card and Personal Identification Number (PIN) for the PIVCard (required only for users logging in with a PIV card)5. PIV card reader, usually located either on side of laptop or, if using a desktop, there is usually aslot on the keyboard (required only for users logging in with a PIV card)6. Identify your Office of General Counsel (OGC) Accreditation number. Directions to obtain yourOGC accreditation number:a. Proceed to the following URL: http://www.va.gov/ogc/apps/accreditation/index.asp andselect the appropriate dialog box. Then enter your last name in the last name field andselect the search button.b. If you’re in the OGC Database then you should be presented with your AccreditationNumber (Labeled Registration Number on OGC search) when you click on your name. Youwill need to enter this Accreditation (registration) number in the OGC Accreditation fieldonce you login to SEP.c. If the the user is not in the OCG database, her or she must contact the OGC [email protected]

2.0 Instructions on how to clear your CacheFor security and privacy reasons, please clear your Internet Browser cache on a regular basis.1. Open your Internet Explorer2. Click on Tools from the top menu bar and access Internet Options.5

3. Click Delete, which clears all the history, cookies and Cache6

4. Select the check boxes for what you want to delete. Click delete.a. If users are on the VA’s secure network, there is no option to delete browser history.b. If users are on an external network, select the check box next to browser history todelete.5. Close the pop-up.7

3.0Account Creation & Log-InAccredited users can create accounts using their Personal Identity Verification (PIV) cards or usingthe Norton Symantec Remote Identity Proofing process. Login procedures for process are detailedin this user guide or in the Norton Job Aid on the SEP website.3.1Unauthenticated ChatThe chat feature allows any SEP user to communicate with the National Call Center agents directly during theirsession. Users may communicate through a chat window from the SEP home page. This feature allows theuser to ask general questions, and is only available if the user is not logged in to SEP. Any sensitive orPersonally Identifying Information should not be provided during the chat session.1. When an SEP user selects a page on SEP where chat is an available option, the representative will beable to initiate a chat session with a National Call Center agent for assistance.2. When accessing the log in page, click on the blue chat box.Access to Chat on SEP Login Screen8

a. A separate chat box will appear.Stand Alone Chat Window3. The user will enter his/her name and question in the pertinent text boxes and click ‘Start Chat’.NOTE: Personal Identifying Information (PII) such as a social security number or date of birth cannot beentered into the chat window by the user or by the SEP chat agent.4. A chat agent will receive the message and initiate contact.9

5. When finished with the chat session, users can click the large ‘X’ at the top of the chat window.6. SEP Users then click ‘OK’ to end the session.SEP Chat Survey7. As a final step, the user will be asked to complete a survey and click ‘Send.’10

3.2Register with PIV1. Ensure that your PIV card works prior to starting these steps. We suggest logging in with PIV orlocking and unlocking system to ensure reader is working well with PIV and PIN.2. Insert your PIV card into your card reader.3. Launch ActivClient console from the Windows Start menu.4. Click on “Tools” “Advanced” “Make Certificates Available To Windows.”5. Close ActivClient.6. Launch Internet Explorer and go to https://register.eauth.va.gov/.7. You will then be asked to choose the certificate (it must be a valid certificate date). When youhover over your name, it should say PIV Authentication Key. Select that Certificate and click“OK.” Most users can pick the second one.a. Note: Please do not choose the one with the ribbon on it. If you get an error with onecertificate, select the other one.11

You might have multipleCertificates – select one –must be current – manytimes the second one8. You will need to enter your PIV PIN.9. Click “Register Smart Card” on the right-hand side of the screen. After successful registration,your name will appear on the left-hand side of the page with a message that indicates that youhave registered successfully.12

Your Name Appears Here10. Close Browser.**Need to obtain ActivClient? See our FAQ on how to download ActivClient courtesy of the VA****Need more help? Check out our Frequently Asked Questions (FAQ) on PIV Login**13

3.3 Register with Remote Identity Proofing:Obtain Symantec Credentials1. In addition to using a PIV card, users can login to SEP with a credential provided by Symantec.2. Open a new browser session and go to https://www.sep.va.gov.3. Click on the login button. It should take you to the SEP login page.4. Select the Login with Norton option. It should open the Symantec/Norton Account Sign In Page.NOTE: To complete Norton registration process, please follow the instructions in the SymantecCredential User Guide, which is available on the FAQ page of SEP. Additionally, the link ep/Content/downloads/Norton Symantec Step-by-Step Job Aid.pdf**Need more help? Check out our FAQ’s on Norton Symantec Login**14

3.4SEP User Login1. Open a new browser session and go to https://www.sep.va.gov.2. Click on the login button. You will be taken to the SEP login page.3. You can either login with a PIV card or login with Symantec. If you login with a PIV card, SEP willask you for your PIV credentials and PIN number via ActivClient; if you login through Symantec,you will be redirected to the Symantec login page where you will provide your credentials.4. After successfully logging in with either a PIV or Symantec, the user is directed to the SEP webapplication as a logged-in user (based upon the user’s credentials as a VSO, Claims Agent orAttorney), which will be reflected in the upper right hand corner of the SEP browser screen:15

5. The user is then presented with a dialog box. Select the user role from the drop down list box.The example here is for a VSO Representative:6. A new dialog box should display.7. Enter your OGC Accreditation (Registration) number.16

8. After selecting the “Continue Registration” button, you will be brought to a screen that displaysall of your User Roles and POA associations.9. Click on the “Finish Registratoin” button.10. You will be brought to the Dashboard screen after logging in. This screen is also the VeteranSearch Page. (In the upper right-hand corner of this page is the SEP dedicated phone number.Please call this number for additional help.)17

**Need more help? Check out our FAQ’s on SEP Login**18

4.0Managing 21-22s1. Only accredited VSO users who have been designated to accept or decline 21-22 requests willbe able to do so through SEP.2. To search for, manage, and review incoming 21-22s, the accredited user selects the“Representation Requests” option in the navigation bar.4.1Search for 21-22s1. From the 21-22 search screen, the accredited VSO User can enter a combination of criteria tosearch for 21-22s from Veterans who have requested his/her organization as a representative.To select multiple selections, hold the Ctrl key while clicking you selections.a. Requested Organization and Requested Status are required to conduct a search.19

b. If the user only represents one Organization, there will not be a select box for RequestedOrganization; the single Organization will already be selected.c. A search can be conducted for 21-22s in New, Pending, Accepted, or Declined status(non-Withdrawn); a search can also be conducted for Withdrawn POAs. To selectmultiple selections, hold the Ctrl key while clicking you selections.d. It is not possible to conduct a search that includes both of these types of searchparameters (Withdrawn and non-Withdrawn).e. If searching for New, Pending, Accepted, or Declined 21-22s, the user can narrow byDomestic, Military, or International Locations. When one U.S. State is selected, the usercan type in a city name (or multiple city names, separated by commas) to narrow thesearch. If selecting multiple states, hold the Ctrl button on the keyboard when selectingeach state.f. When searching by Military Location, user must select both the Claimant’s Post officeand Claimant’s Postal Code. To select multiple selections, hold the Ctrl key while clickingyou selections.20

g. When searching Internationally, users may search by the Claimant’s Country. Hold theCtrl key to select multiple countries, or click “Select All” to select all InternationalRequests. To select multiple selections, hold the Ctrl key while clicking you selections.21

h. If valid criteria are met (as defined above), a set of either 21-22s or Withdrawn POAs willbe returned and shown.i.For 21-22s, information about the Veteran, Claimant, and whether or not there arelimitations of consent is indicated. If a VSO decision was made, the responsible VSOrepresentative name is listed along with the decision date.j.Clicking the Veteran name will open the 21-22 Detail page.m. For Withdrawn POAs, only Veteran and Claimant information is provided; there is nodetail or even a detail page. POA is considered withdrawn when a Veteran removes theorganization as POA or requests POA through another organization.22

n. In the event that there are many 21-22 search results, there are links to open morepages below the table of search results.4.2Save a Search/Recall Saved Search1. Accredited VSO Users might find it helpful to save frequently used searches for later.a. After running a search, selecting the ‘Save this search’ option will allow users to nametheir particular search and save it to the list of saved searches.b. Up to ten searches can be saved per user and these searches are only visible to the VSOrepresentative that saved the search.23

c. To recall the parameters of a saved search, select the saved search on the right of thesearch form.d. The search form will now be populated with the saved search criteria and the user cansimply run their search without entering the criteria.2. Saved searches can be deleted by hovering near the saved search name and selecting theDelete option. This is helpful when the list of saved searches is approaching the specified limitof ten searches.24

4.3View 21-22 Detail1. The detail of a 21-22 can help the Accredited VSO User make a decision. Information on thedetail page includes: Veteran information, Claimant Information, Limitations of Consent,Address Update Authorization, etc.a. The status of the 21-22 is very important.b. A ‘new’ status indicates that the user is the first to view this new 21-22 (no prior userhas looked at the details).c. A ‘pending’ status indicates that other users have reviewed the 21-22 but did not make adecision on it.d. The ‘accepted’ and ‘declined’ statuses are self-explanatory. With each of these, the userthat made a decision is listed, as well as the date and time of the decision.25

4.4Accept or Decline 21-221. Only VSO users that are authorized to accept or decline 21-22s on behalf of their organizationare able to see the “Accept” and “Decline” buttons at the top of the 21-22 detail screen.2. To accept or decline a 21-22, select one of the options at the top of the detail screen.a. To accept a 21-22, select the ‘Accept’ option at the top of the detail screen.3. Note: Clicking the “Confirm” option validatesthe user’s identity of and acts as the user’svirtual signature on this acceptance.a. After confirming the acceptance ofthe 21-22, the detail page will reloadand show the new status, as well asthe Veteran’s File Number and SSNb. SEP will notify the Veteran in theSecure Messaging center of theireBenefits account that their 21-22request was accepted.c. The user can now return to the 21-22 search results screen and evaluate other 21-22requests.26

4. To decline a 21-22, select the ‘Decline’ option at the top of the detail screen.a. A reason for why this 21-22 is declined must be specified by the VSO representative.After entering a reason, the VSO can confirm the decline action.5. After confirming the decline action on the 21-22, the detail page will reload and show the newstatus.a. NEW: SEP will now be able to notify the Veteran in the Secure Messaging center of theireBenefits account that their 21-22 request was declined.b. The VSO Representative can now return to the 21-22 search results screen and evaluateother 21-22 requests.**Need more help? Check out our FAQ’s on accepting and rejecting 21-22’s **27

5.0SEP DashboardAfter successfully logging in, the user is automatically directed to the Search for Veterans page,also known as the SEP Dashboard. As a VSO user, the SEP VSO Representative Dashboard willlook like this:As an Attorney or Claim Agent User, the Representative Dashboard will look like this:28

5.1Veteran SearchVeteran Search enables users to search for a Veteran using additional search criteria; thisenables them to locate the specific person for whom they have POA authority to represent, inorder to manage VA-related business.1. From the SEP Dashboard screen, enter the Veteran’s Social Security Number, File Number,Service Number or Insurance Number. Only one is necessary.a. If valid criteria are met, a Veteran record from the web service and several dataelements for the Veteran will be returned.2. Users will click the ‘Advanced Search Criteria’ if they need more options to find a Veteran. TheAdvanced Search Criteria option provides additional search criteria fields.Note: There are fields that have been added such as Service Number, Insurance Number, First,Middle, Last and Date of Birth.29

3. After users enter the information as prompted by the screen instructions, they click ‘Search forVeterans’.4. If they choose ‘Clear Form’, all information entered in the fields is automatically cleared, andthe user remains on the Dashboard screen.**Need more help? Check out our FAQ’s on Veteran searches **30

5.2Authenticated chatThe chat feature allows any SEP user to communicate with the National Call Center agents directly duringtheir session. Users may communicate through a chat within the SEP Portal. This feature allows the user toask any questions regarding the Veteran that they have pulled up. Note that users must have a Veteranpulled up in the Dashboard to initiate a chat. Once in a chat, users may only ask questions referring to thatVeteran. In order to initiate an authenticated chat about another Veteran, users must exit the chat theyare currently in, pull up the new Veteran, then initiate a chat. See Directions below on how to initiate achat.NOTE: Do not pass Personaly Identifiable Information (PII) through the chat box. The Call Center Agentthat you work with will already have the Veteran’s information available once a chat is initiated.1. Once you have a Veteran’s Record pulled up in the Representative Dashboard, click the “Chat with theVA” blue icon on the bottom right of your screen.2. A window will appear to initiate a chat with a Call Center Agent. Type your name and your question inthe window, then click “Start Chat”. NOTE: Do not type any Personally Identifiable Informationabout the Veteran in the question box. The Call Center Agent that you chat with will already havethis information available to them.31

3. You will then be sent to a chat room with a live agent4. To end the chat, click the “X” in the blue panel at the top of the screen32

5.3Claim Status & Document Upload1. An SEP user is allowed to view the Claim Status of Veterans who have granted them Power ofAttorney (POA). A Veteran must also have authorized the VSO, Attorney, or Claim Agent toview health information via VA Form 21-22.a. To see the Claim Status of an individual, the approved Representative selects the “ViewClaim Status” option from the “Actions” drop-down menu. The “Actions” drop-downmenu is found in the “Veteran Search Results.”33

b. The system presents a default Claim Status page. A current summary of open claims is displayed aswell as historical claims, if they are available.2. Users may have to click the “Show All Items” hyperlink to view a list of all Open Claims.34

3. The items highlighted in yellow are urgent or past due. Click the date of the claim to bring up itsstatus.35

4. Under “Supporting Documentation,” click “Documents Required” to view a list of documentswhich have been requested and to upload the documentation.36

5. A list of Requested Documents will appear, along with their status.6. Click “Upload Document” to upload requested documentation.37

7. The Request from which you clicked the upload button will be checked by default. You mayselect any additional Request(s) that may be fulfilled by this upload, then click “Select file(s) toupload.”38

8. Select the Type of documentation that you are uploading.9. Select “Upload Document.”10. Success Screen39

11. Note that the Request 1 status has changed to “Submitted, Awaiting Review.”40

5.4View DIC Claims Status as an SEP User1. SEP Users can view claims status on Dependency and Indemnity Compensation claims to trackprogress. They can view the claims status summary and detail pages for a Veteran for whomthey have POA authority.2. SEP Users can also view the status, claims status summary and detail information for theDependency, Initial S/C Death, Initial S/C Death or Pension and New or Re-opened DIC claimstypes.Note: The spouse or dependent must also be a Veteran in order to be represented by the user,and the spouse or dependent must have previously submitted DIC claims.SEP Claims Status Summary Screen3. Users click on the link for the ‘Date of Claim’ to view detailed information for that claim.41

SEP Claim Details Screen42

5.5Payment History1. An SEP user is allowed to perform several functions on behalf of the Veteran for whom theyhave POA. The first function that is available is Payment History.2. To view payment history for Veterans, select the “Payment History” from the “Actions” drop-down. The “Actions” drop-down is found in the “Veteran Search Results” section.a. The system presents default view for payments with a date range from January of thecurrent year to the present month.43

b. Returned Payments are also displayed if they are available, with their own date rangecontrols (drop-down lists and slider).44

5.6View DIC Payments as an SEP Usera. SEP users can access the payment history for a Veteran, view Dependency and IndemnityCompensation payments for a Veteran’s surviving spouse or for a dependent of a deceasedVeteran for whom they have POA authority.SEP Payment History Summary Screen45

5.7 View Modifications to Payments as an SEPUser1. SEP users with appropriate POA authority can view modifications made to a Veteran’s paymenthistory. This will help them explain to a Veteran how the net payment amount resulted fromthe gross payment amount.2. SEP users initially view a summary of payments and returned payments; from that view, theymay select a specific payment to see more details for that payment.3. Payment details include reductions and/or increases from the gross payment, as well as bank orcheck payment information.4. A change has been made in the disclaimer notice, and a new ‘Return Date’ column has beenadded on the payment summary page for returned payments.46

5.A new ‘Payment Returned Date’ row has also been added on the payment summarypage for returned payments.47

5.8Access Online Forms1. An SEP User is allowed to access online forms through the Electronic Claims Submission Processdashboard for those Veterans who have granted them Power of Attorney (POA). A Veteranmust also have authorized the user to view health information via VA Form 21-22.a. To access an individual’s online forms, the approved SEP user selects the “View OnlineForms” option from the “Actions” drop-down menu. The “Actions” drop-down menu isfound in the Veteran Search Results.b. The system presents the Online Application Dashboard of the selected Veteran.48

c.A current summary of open, submitted, and completed applications/forms is displayed,as well as the ability to start a new online form. Open applications are displayed indescending order from newest to oldest.Note: The forms available through SEP are the same as those available to the Veteran oneBenefits. SEP users will be able to complete these forms, such as the 21-526, and submit backto the Veteran through eBenefits for the Veteran’s electronic signature and final submission tothe VA. Some forms will not require the Veteran’s electronic signature and may be submitteddirectly by the user.**Need more help? Check out our FAQ on Available forms in SEP **49

6.0Submission of 21-526EZ on Behalf of aVeteranThe Electronic Claims Submission System will allow the claimant’s assigned POA the ability to process andpotentially submit a Disability Compensation Claim application (VA Form 21-526EZ) and associateddocuments for the claimant, based on the user’s rights and the claim’s certification status.The POA can be a National VSO or County VSO. Most NVSOs do not require review and are eligible to submita valid claim on behalf of the Veteran.Attorneys and Claim Agents have the same rights as the NVSO that does not require review.Most CVSOs require review and therefore cannot submit a claim, even claims that have all the necessarycertification information. Specifically, an eligible POA may submit a claim to the VA if the Veteran hasprovided an electronic mark in the presence of a POA Witness who provides their electronic mark as well.Alternatively, an eligible POA may obtain a wet signature from the Veteran on a 21-526EZ Signature Page andsubmit that page along with the claim.50

6.1Verify POA When Reopening an Existing 21526EZ Claim1. When a representative opens an application that has been previously initiated on behalf of theclaimant but has not been submitted, it requires substantiation.POA Verification Page2. Verification must be performed, confirming that a witness mark has been received for the application,or that the Veteran’s 21-526EZ signature page has been uploaded for the application, so that therepresentative can be confident the application certifications are appropriate for the application.a. To complete the verification, click “Continue”.6.2Capture Application Certification Informationfor Accredited Representatives1. Representatives are provided an opportunity to manage the application certifications in order toelectronically submit the application to VA.2. This can be done as a representative is working on a claimant’s Disability Compensation application foran Original Claim, or a supplemental claim where the Claimant has either Compensation and Pension(C&P) email address or an EBN account.3. After representatives complete the Getting Started page they are then are provided an opportunity tomanage the application certifications to record the application certification information (i.e. Veteran’sMark, Witness Signature, and 21-526EZ Signature Page), in order to submit the applicationelectronically to VA.51

6.3Original Claim SubmissionVSO’s will follow the same process to prepare claims in SEP as they have previously. Upon completing the preparation stagesof a claim, and once they are ready to submit, the system must verify that the VSO has permission to submit the application onthe Veteran’s behalf. The system will look for either an “Uploaded Signed Signature Page” or the “Claimant and WitnessMark.”1.Uploaded Signature Page: One avenue for a VSO to submit a claim on behalf of the Veteran is to upload a signed signaturepage. You have the ability to download, print, sign and scan the claim certification from SEP:2.Claiman

Obtain Symantec Credentials 1. In addition to using a PIV card, users can login to SEP with a credential provided by Symantec. 2. Open a new browser session and go to https://www.sep.va.gov. 3. Click on the login button. It should take you to the SEP login page. 4. Select the Login with Norton option. It sho