TN 21 (02-11)

A. Methods to request assistance

There are five ways that an office can request assistance from another office. Listed in the order of preference, they are:

1. District Office Telephone Procedure (DOTEL)—All offices may use this process.

2. Processing Center Action Control System (PCACS)—This method is only for PSCs use.

3. Modernized Development Worksheet (MDW)--All components may use this method.

4. Electronic E562 –All offices may use this method, if the program is available within the region.

5. Manager -to-Manager (M2M) web application –Managers in Field Offices, Processing Centers, and National 800 Number Network (N8NN) sites may use this method.

Regardless of the means you use for a request, always provide priority handling to high priority requests.

Note: Request assistance after the requesting office attempts to obtain the information by direct contact. (For instructions on use of DIRCON, see GN 01070.305).

1. DOTEL

DOTEL provides intercomponent telephone contact in initial entitlement and certain post-entitlement situations. DOTEL is the most expedient means of requesting help from another office. The basic feature of DOTEL is the use of the telephone to request assistance and the priority handling provided by the responding office. For this reason, we restrict the use of DOTEL. (For FO procedure on DOTEL, see GN 01070.200 and for PC procedure on DOTEL, see GN 01070.400).

NOTE: If you do not receive the information requested, during the initial DOTEL call, always determine the mode of response before terminating the DOTEL call.

2. PCACS

For instructions on completion and use of PCACS, see MSOM PCACS 001.001.

3. MDW

After completing the initial call or making the initial request, establish the issue on the MDW screen, if it is not in use by another office.

a. Establish the type of action in the last three positions of the “UNIT” field. (Use the first three positions as the unit identifier for the person responsible for the action). For a list of MDW codes, see GN 01070.228A.3.c. in this section.

b. In the “MISC” field, establish the type of request, the name, job position, PC MOD, or FO name and telephone number of the assisting claims authorizer (CA). Use the following format:

c. Describe the required evidence or the issue to resolve in the “Issue” field. Show any additional data about the issue in the “Remarks” field (see MSOM MDW 001.003). Use the following format:

d. Show the “TICKLE” date based on the follow-up schedule in GN 01070.440 or on the mutually agreed upon date.

e. The following list shows MDW unit field codes:

4. Electronic 562

The electronic 562 is available in regions I through X and the Foreign Service Posts. Instructions for the completion and use of the electronic E562 are available here.

5. Manager-to-Manager (M2M) web application

The Manager-to-Manager web application is a two-way communication tool designed to provide a systematic process to address inquiries that require priority attention.  Managers in Field Offices, Processing Centers, and National 800 Number Network (N8NN) sites may initiate inquiries. Address all inquiries within five (5) business days. If you cannot complete a request within that time, provide an interim reply.

Using Manager-to-Manager to request PC assistance

The manager accesses the Manager-to-Manager application, located on the Management Resource Kit, based on PC jurisdiction. Within the application, each PC has its own webpage, with links set up according to that PC’s component protocol.

The manager follows the directions on the appropriate webpage and completes the web form. Click “SEND” to forward the request directly to a mailbox monitored by the appropriate PC component. The manager receives an acknowledgement of receipt from this mailbox.

a. Limiting requests from FOs to PCs

You should limit request from FOs to PCs to high priority requests, including:

• Terminal illness (TERI cases) including any allegation of diagnosis of AIDS

• Homicidal, suicide, or potentially violent behavior threats

• Dire need situations including eviction or homeless situations

• Cases with potential adverse public relations

• The third or subsequent follow-up development requests between managers as required by GN 01070.440

• Other cases as required by POMS (e.g., Martinez cases, per GN 02613.865A.)

b. Limiting requests from PCs to FOs

You should limit request from PCs to FOs to priority requests, including:

• Terminal illness (TERI cases) including any allegation of diagnosis of AIDS

• Homicidal, suicidal, or potentially violent behavior threats

• Dire need situations including eviction or homeless situations

• Cases with potential adverse public relations

• High priority requests, as defined in GN 01070.400B.

• The third or subsequent follow-up development requests between managers, as required by GN 01070.440

c. Limiting requests from N8NN sites to PCs or FOs

You should limit request from N8NN sites to PCs or FOs to priority requests, including:

• Terminal illness (TERI cases), including any allegation of diagnosis of AIDS

• Homicidal, suicidal, or potentially violent behavior threats

• Dire need situations including eviction or homeless situations

• Cases with potential adverse public relations

Note: Limiting use to the situations listed in GN 01070.228A.5.a. through GN 01070.228A.5.c. ensures that we give proper attention to these critical cases.

d. Examples of inappropriate manager-to-manager inquiries

Inappropriate manager-to-manger inquiries include:

• Routine contacts to fix coding on the MBR, (i.e., with no critical or dire need implications) including DACUS alerts

• To change address or bank data

• To release retro funds on Windfall offset cases unless they involve Dire Need or Public Relations issues 

• To inquire about the status on previously submitted MDWs

• To inquire about the status of inquires on pending actions

• To request overpayment explanations or correction of overpayment amounts

• To request technical advice

• To process claims that have a future Month of Entitlement

B. References

RS 02801.000 - For a discussion of critical case criteria and exclusions