Casework Guide

The Department maintains a presence on Capitol Hill, offering a convenient on-site location where Members can obtain assistance with casework and other VA-related issues for their Veteran constituents. The Congressional Liaison Service (CLS) offices are strategically located in the Russell Senate Office Building and the Rayburn House Office Building, ensuring easy access to both chambers.

Congress commissioned the Senate Liaison Service on December 10, 1922, and the House Liaison Service on February 13, 1925, recognizing the need for dedicated support for Veterans’ affairs. These offices came under Department’s jurisdiction in 1930, where they continue to operate today.

The CLS is committed to providing prompt, efficient, and professional service to congressional offices. This Guide serves as a comprehensive resource, offering valuable information and guidance on VA-related matters. We encourage Members and their staff to contact us whenever assistance is needed as we collaboratively work to better serve America’s Veterans.

VA Congressional Liaison Service
Room 189
Russell Senate Office Building
Washington, DC 20510
Phone: (202) 224-5351
Fax: (202) 273-9988
Email: ocla-cls@va.gov

In addition to briefing caseworkers on services available through our office and on certain programs and benefits administered by our agency, we offer assistance on a wide range of issues important to your constituents, including:

• Benefits for Veterans
  • Compensation and pension
  • Medical treatment
  • Life insurance
  • Education
  • Vocational Rehabilitation and Employment
  • Purchasing a home or VA-acquired property
• Benefits for Dependents and Survivors
  • Survivor Benefits
  • Medical Treatment
  • Purchasing a home or VA-acquired property
• End-of-Life Services
  • Burial and death benefits
  • Headstone and memorial marker applications
  • Presidential Memorial Certificates
• Administrative services, business, and information.
  • VA forms and publications
  • Locating Veterans
  • VA employee questions regarding employment
  • Doing business with VA
  • VA policies, regulations, and legislation
  • Statistical data concerning Veterans, VA programs and expenditures

VA does not administer the following issues:

This directory, published annually, lists Veteran Service Organizations (VSOs) as well as State, Commonwealth, and Territorial Departments of Veterans Affairs.

1. Letters can be faxed, mailed, or e-mailed to the CLS. Note: All correspondence sent by traditional mail undergoes security screening and decontamination, causing delays. When sending via fax, please flag correspondence as requiring immediate attention.
2. CLS sends the Member office a letter acknowledging receipt of the inquiry.
3. CLS assigns the inquiry to the appropriate VA office to obtain the response.
4. The assigned office directs the response to the Member or the constituent if requested by the caseworker and when deemed appropriate.
5. VA retains a copy of the response for record.

1. Ensure all names on the correspondence are legible.
2. Confirm all enclosures referred to in the letter are included. Provide an explanation regarding the issue.
3. Include a privacy release from the Veteran authorizing access to and release of information from their VA file. This authorizes VA to give information to the Member. VA will not release information to a third party, including family, without the Veteran’s expressed consent.
4. Entitlement to VA benefits is based on the Veteran’s service and the VA file is established under the Veteran’s name. Therefore, any related correspondence should include the following information:
   1. The Veteran’s full name.
   2. The Veteran’s VA claim number or Social Security number. Note: If the Veteran’s VA claim number or Social Security number is not available, provide other pertinent information, such as: date of birth, date of death, dates of military service, branch of service, or military service number.
   3. The name of the VA Medical Center where treatment has been provided, when appropriate.
   4. The Dependent’s name, when appropriate.

1. A Congressional Liaison Representative (CLR) will work with the caseworker to obtain all necessary information to best respond to the inquiry.
2. The CLR will take the necessary steps to obtain the most complete and accurate response as quickly as possible for the caseworker.

1. Whenever possible, the CLR will provide an immediate response.
2. For complex inquiries requiring further research, the CLR will provide an estimated response time.
3. CLS is always available to discuss an inquiry or the status of a response to an inquiry with Congressional caseworkers.
4. If a response may take longer than initially estimated, the CLR will attempt to contact the caseworker an update and revised estimate.

Entitlement to VA benefits is based on the Veteran’s service, and the VA file is established under the Veteran’s name. Therefore, any related correspondence should include the following information:

1. The Veteran’s full name.
2. The Veteran’s VA claim number or Social Security number. Note: If the Veteran’s VA claim number or Social Security number is not available, provide other pertinent information, such as: date of birth, date of death, dates of military service, branch of service, or military service number.
3. The name of the VA Medical Center where treatment has been provided, when appropriate.
4. The Dependent’s name, when appropriate.
5. Whether the caseworker has previously contacted another VA office regarding the case, provide the name of the previous VA point of contact and their office or department.

Veterans Crisis Line: 24/7, confidential crisis support for Veterans and their loved ones. You don’t have to be enrolled in VA benefits or health care to connect. Visit online, text 838255, or call 988 then press 1.

The VA Web Site: Explore our website for extensive information about VA-administered programs and benefits. It offers on-line applications and provides links to other federal and state agencies that administer benefits for Veterans and their dependents.

VA Congressional Notifications: Subscribe to receive email updates on VA issues from VA’s Office of Congressional and Legislative Affairs.

Health Care Eligibility: Veterans of recent conflicts are eligible for five years of health care from VA-regardless of disability claim status. Visit active-duty service members and VA health care for more information.

VA Transformation to Digital Claims Process: Veterans can use eBenefits, a joint VA-DoD client services portal with over 55 self-service options, to file benefit claims online, upload supporting information, check claims and appeals status, review payment history, and obtain military documents, among other actions.

Fully Developed Claims: This program offers Veterans and survivors faster decisions on disability compensation, pension, and survivor benefit claims. Claimants submit all necessary information and evidence, certifying they have nothing further to provide.

Workload and Performance Reports: View current inventory of claims, backlog, and other workload measures at national and regional office levels on the Veterans Benefits Analysis reports webpage.

National Cemetery Administration (NCA): Visit NCA’s family assistance with burials resource webpage for comprehensive information on Veteran burials. The page covers memorial items, headstone options, and support services available to bereaved families.