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ESO Caseworker Training

ESO Caseworker Training.

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ESO Caseworker Training

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  1. ESO Caseworker Training

  2. The Mission of NMCRS is to provide, in partnership with the Navy and Marine Corps, financial, educational, and other assistance to members of the Naval Services of the United States, and their eligible family members and survivors, when in need, and to receive and manage funds to administer these programs. NMCRS Mission OS-2

  3. Active Duty and family members Retirees and family members Widows, widowers, 20-20-20 spouses Reservists on extended Active Duty Our Clients OS-3

  4. Army Emergency Relief Air Force Aid Society Coast Guard Mutual Assistance American Red Cross NMCRS Sister Agencies OS-4

  5. All information is confidential No social chatter about cases NMCRS records are property of NMCRS Confidentiality does NOT apply to: Criminal Acts Misconduct Matters that affect the good order, discipline, and security of command Confidentiality Policy OS-5

  6. Introduction to Interviewing

  7. Fulfilling our Mission • Professional Manners • Non-Judgmental Attitude • Remain Objective • Respect

  8. Preparing for the Interview Three basic questions: ?Is there a valid need-or a want? ? Is the assistance routinely available elsewhere? ? Can assistance be deferred without hardship?

  9. Complete the NMCRS 10

  10. Utilizing my e-Tools Open CAP-Review 1st Three Screens/Dossier/Alert List Open/Review Chapter III Logon Open Budget Tools

  11. Framing the Interview for Success • Introductions • Explaining the Process • Client Involvement/Participation • Leave & Earnings Statements (LES) • Whose budget is It? • Look for Educational Opportunities • Verifications • Short EAS/ETS • Charitable Discounts

  12. Additional Considerations • Who Applies/Where? • Pre-Authorization forms • General & Special Powers of Attorney • Contacting absent SMs • When SMs refuse permission to assist • Non-responsibility

  13. Coding Serves Our Clients • NMCRS • Accurate case history • May impact future eligibility • Data is reported to Commands/Donors/Board • of Directors, CNI • May impact future policy • Far Reaching • Predatory Loan Legislation • Quality of Life Issues • Pay and Benefits

  14. 1A Basic Living Expenses Food Shelter Utilities/Communication Home Repairs/Replacement Home/Renter’s Insurance Temporary Lodging Furniture Childcare Non-Dependent Parents Parents to Bedside Uniforms/Clothing Transitional Compensation Program Household Goods Storage

  15. 1B Household Setup Active Duty Household Set-Up Retiree Household Set-Up Widow Household Set-Up

  16. 2 Command Verified Pay Problem SGTMAJ & 1STSgt Admin Officer, Dept. Head CO, XO, CMC Shortfall Bridge Loan Resolution

  17. 3 Medical Care TRICARE Equipment Support Enrollment Fees Deductible Cost Shares Disallowed Cost TSRx Durable Medical Prosthetic Devices Child Care Nursing Care Cost Shares Supplement Insurance

  18. 4A Transportation/Death Illness of Immediate Family Priority and Expedited Service Verification Immediate Family or in Loco-Parentis Dual Travel/Children BLE, Rental Cars

  19. 4B Transportation/Death Illness of Grandparents-Grandchildren Priority and Expedited Service Verification Dual Travel is an Exception BLE, Rental Cars

  20. 4C Transportation-Vehicle Repairs Vehicle Repairs/Towing 2nd Vehicle Safety Related Preventative Maintenance Collision Repair- Insurance Deductible

  21. 4D Transportation - Other Registration/LicenseFees Vehicle Payment Rental Trucks Welcome Home Insurance 4D Car Seats HUMs/PCS/Marriage Medical/Treatment Emergency in the Client's Mind

  22. 5 Dental Care • Cost Share for United Concordia • Second Estimate >$3,000 • Requests >$4,500 • Letter of Guarantee • Retiree Dental Plan • Best Interest of Client • Initial Premium for Enrollment • Viable budget to support Premium • Cosmetic Orthodontia • Loan for no more than one-third of Treatment Cost • Viable budget supports NMCRS & Orthodontist Payment

  23. 6 Funeral Expenses Non-Eligible Relatives SM or Spouse’s share- parent, grandparent, or adult child Any other family member is an exception Modest Funeral up to $6,000 (includes total assistance-travel, funeral & related expenses) Director may authorize repayment up to 36 months Active Duty Family Member SGLI Coverage for Children – Bridge Loan FSGLI – Bridge Loan Modest Funeral up to $6,000 (includes total assistance-travel, funeral & related expenses)

  24. 7 Other Assistance Establishing Day Care TAP Delayed GI Bill Benefits Delayed Spouse Benefits Transfer of Funds New Allotment Shortfall Lost or Delayed Allotment Payday Lending Involvement

  25. 7A Loans to SM of Other Services • Blanket Authority • Loan up to $3,000 for Emergency • Travel due illness/death of • immediate family member • Loan to avoid immediate privation • ($100, $300, or $500 based on • family size) • Contact the HQ of the MAS for all other • requests

  26. 7S Spouse Tuition Aid ProgramOverseas Only • Interest free Loans to Spouses • who are F-T or P-T students • enrolled in Undergraduate or • Graduate studies • Spouses of active duty Navy • and Marine Corps members • are eligible • Maximum of $3,000 per • 12 month period

  27. Reason for Lack of Funds

  28. Unforeseen Emergency (A) Death or Serious Illness Unanticipated expenses Lesson 1 28

  29. Inadequate Income (B) Surviving spouse, retiree Need for second income Expensive geographic area Lesson 1 29

  30. Non/Inadequate Support (C) No child support Inadequate support Non-support Lesson 1 30

  31. Mismanagement (D) Inexperience Lack of responsibility Out of control spending Bankruptcy Failure to heed advice Third mismanagement Failure to perform routine maintenance Failure to anticipate Lesson 1 31

  32. Mismanagement (D) Poor support plans during deployment Loss of second income Roommates Bad checks, taxes, fines, legal fees, court costs, immigration fees, government issued credit cards Garnishments, Civilian Lesson 1 32

  33. Lost or Stolen Funds (E) Lost funds Verification requirements Misuse by agents spouse roommates relatives friends Lesson 1 33

  34. Quick Assist Loans (F) Only used for Quick Assist Loans Can not be processed at ESOs Lesson 1 34

  35. Missing Allotment Checks (G) Bridge Loan to replace the check - with SM’s permission Missing money can be paper check or payment to bank or creditor Lesson 1 35

  36. Non-Receipt of (Non-Military) Government Benefits (H) Veterans Administration checks Social Security checks Survivor benefits Social Service funds Education benefits Lesson 1 36

  37. CO Verified Pay Problem (I) Replace shortage for one pay period Director approval for 2nd pay period Verification required CO, XO, CMC SGTMAGJ, 1STSGT Admin Officer, Department Head Lesson 1 37

  38. Other Military Pay Problems (J) New entitlements delayed No Pay Due Pay Shortage Misuse of Overpayment (D) Lesson 1 38

  39. PCS Moves (K) Delay in receiving moving entitlements Advance travel and per diem Dislocation Allowance Advance Pay Advance BAH/OHA Lesson 1 39

  40. Change in Marital Status (L) Verify new marriage Waiting for new allowances to begin Viable projected budget Help with 2nd households due to separation or divorce are HQ exceptions Tracking code SEPDIV as appropriate Lesson 1 40

  41. Disaster (M) Individual Combat Casualty Assistance Combat Related Assistance Large Scale Disasters Immediate relief Long term relief Identify and Utilize all resources Lesson 1 41

  42. Disciplinary Action (N) Disciplinary authority must be contacted Minimal help to family members Fines, forfeitures, Reduction in rank Spouse as accomplice - consult HQ Family members of deserters - 2 month BAH entitlement (E1-E4) Normally limited to 30 days assistance while applying for community assistance Lesson 1 42

  43. Illness (O) Medical or Dental expenses Loss of income - spouse Loss of income - retiree, surviving family member Lesson 1 43

  44. Other Reasons to Assist (P) New allotment shortfall Other use mainly HQs exceptions Lesson 1 44

  45. Assistance to Army, Air Force, Coast Guard SMs (Q) Reciprocal agreements Blanket authority for AD & families Emergency travel up to $2500 Up to $500 to avoid privation Contact Sister agency for permission to assist for any other case and all clients that are not active duty. Lesson 1 45

  46. Spouse Tuition Assistance Program (S) Overseas only – school loan program Spouses of Active Duty Navy & Marines Maximum of $3,000 per 12 months SM has to approve loan Repay based on client’s budget Any level of degree Lesson 1 46

  47. Case Disposition

  48. Recording the Decision • “Disposition” of Case • Approved • Denial • Non-financial • Memorandum entry

  49. Reasons for Saying “No” • Why do you think we may say “No?”

  50. Why NMCRS say “No” • Outside policy • Lack of SM approval • Budget doesn’t support the request • Other resources are better suited to assist • Client has become dependent on NMCRS • Loan repayment would cause a deficit • Client refuses to take responsibility for his/her actions or heed advice

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