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Working with Veterans and the Military: Effective Case Processing and Customer Service

Working with Veterans and the Military: Effective Case Processing and Customer Service. Margaret Campbell Haynes, Esq., Senior Associate with the Center for the Support of Families Sean Clark, National Coordinator for Veterans Justice Outreach in the U.S. Department of Veterans Affairs

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Working with Veterans and the Military: Effective Case Processing and Customer Service

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  1. Working with Veterans and the Military: Effective Case Processing and Customer Service Margaret Campbell Haynes, Esq., Senior Associate with the Center for the Support of Families Sean Clark, National Coordinator for Veterans Justice Outreach in the U.S. Department of Veterans Affairs Cristol Porter, FPLS State Technical Support Liaison ERICSA 50th Annual Training Conference & Exposition ▪ May 19 – 23 ▪ Hilton Orlando Lake Buena Vista, Florida ERICSA 50 CELEBRATES YEARS OF SERVING FAMILIES: THE MAGIC IS STILL ALIVE ERICSA ERICSA ERICSA ERICSA ERICSA

  2. National Directory of New Hires • New Hire (W4) • Provides income information for new military employees • Quarterly Wage (QW) • Provides income information for long-term employees and reservists called to active duty • Provides pension for military and Coast Guard retirees (Code ‘P’ added for pension )

  3. DoD External Locate Request • Name, SSN, DOB and address • Status code (active, retired, reserve, civilian) • Agency code (includes Civil Service Retired ‘CR’) • Pay grade/rank • Annual salary (applies only to military and Civil Service pension) • APO/FPO indicator

  4. FCR/DEERS Medical Match • Confirms child’s medical coverage through DEERS • Includes active duty and retired military only • Match only occurs on verified SSNs • Match does not occur if FVI present on any person

  5. FCR/DEERS Medical Match What should you do with the matches? • Parent in the military, child not enrolled • Refer CP to the nearest DoD RAPIDS center • Don’t send a NMSN to DMDC • Child enrolled • Annotate case that child has coverage • Count on OCSE-157, if medical support ordered • Evaluate next case action if termination date is imminent • Child previously enrolled, but terminated • Update case data and evaluate next case action

  6. DoD Entitlement Data • Detailed income data for active duty and reservist • Supports fair and equitable child support orders • Aids in processing review and adjustment actions • Helps with the timely exchange of data • Eliminates expensive processing costs for subpoenas • You can only receive this comprehensive breakdown from the FPLS through the SSP application

  7. Resources OCSE Website http://www.acf.hhs.gov/programs/css FCR Interface Guidance Document http://www.acf.hhs.gov/programs/css/resource/federal-case-registry-interface-guidance-document Technical Assistance Guide – Part 2 http://www.acf.hhs.gov/programs/css/resource/federal-case-registry-technical-assistance-guide FPLS Release Management Library http://www.acf.hhs.gov/programs/css/resource/fpls-release-management-resources Working with the Military as an Employer – A Quick Guide http://www.acf.hhs.gov/programs/css/resource/working-with-the-military-as-an-employer State Technical Support Liaisons http://www.acf.hhs.gov/programs/css/resource/ocse-fpls-technical-support-contacts

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