GN 01070: Intercomponent Communications
TN 25 (12-15)
A. Overview of follow-up guidelines
Receiving field offices (FO) and processing centers (PC) should advise the requester when there would be delays so that alternative development sources can be discussed, if necessary.
Discuss follow-up dates with the FO or PC to avoid any future misunderstanding. If the follow-up date falls on a weekend or other non-work day, use the next workday.
If a request cannot be answered within the prescribed follow-up timeframe, notify the FO or PC via telephone or email. This two-way communication will help prevent multiple requests.
B. Glossary of Terms
| Acronym | Job Position |
|---|---|
|
AD/DAD |
Area Director/Deputy Area Director |
SM |
TSC Section Manager |
|
DM/AD |
District Manager/Assistant District Manager |
|
OS |
Operations Supervisor |
|
US |
TSC Unit Supervisor |
|
CR/SR |
Claims Representative/Service Representative |
|
OM/DD |
Operations Manager/Division Director |
|
MM |
Module Manager |
|
AMM |
Assistant Module Manager |
|
CA/CTE |
Claims Authorizer/Claims Technical Examiner |
|
BA/BTE |
Benefit Authorizer/Benefit Technical Examiner |
C. PC/TSC to FO
1. Routine requests
| Follow-up | Requester | Recipient | When |
|---|---|---|---|
|
First |
CA/CTE, BA/BTE |
CR/SR |
60 calendar days after initial request |
|
Second |
CA/CTE |
CR/SR |
30 calendar days after 1st F/U |
|
Third |
AMM, MM |
DM, ADM |
30 calendar days after 2nd F/U |
|
Fourth |
OM |
DM |
30 calendar days after 3rd F/U |
2. High priority requests
| Follow-up | Requester | Recipient | When |
|---|---|---|---|
|
First |
CA/CTE |
CR/SR |
20 calendar days after initial request |
|
Second |
AMM |
OS |
10 calendar days after 1st F/U |
|
Third |
MM |
DM, ADM |
15 calendar days after 2nd F/U |
|
Fourth |
OM |
DM, AD |
15 calendar days after 3rd F/U |
3. Manager to Manager
NOTE: Only send follow-up requests if there has been no communication after the first request.
| Follow-up | Requester | Recipient | When |
|---|---|---|---|
|
First |
AMM, MM, US |
DM, ADM |
5 business days after initial request |
|
Second |
AMM, MM, US |
DM, ADM |
3 business days after 1st F/U |
|
Third |
OM, SM |
AD, DAD |
2 business days after 2nd F/U |
D. FO/TSC to PC
1. Routine requests
| Follow-up | Requester | Recipient | When |
|---|---|---|---|
|
First |
CR/SR |
CA/CTE, BA/BTE |
60 calendar days after initial request |
|
Second |
CR/SR |
CA/CTE |
30 calendar days after 1st F/U |
|
Third |
DM, ADM |
AMM, MM |
30 calendar days after 2nd F/U |
|
Fourth |
DM |
OM |
30 calendar days after 3rd F/U |
2. High priority requests
| Follow-up | Requester | Recipient | When |
|---|---|---|---|
|
First |
CR, SR |
CA/CTE |
20 calendar days after initial request |
|
Second |
OS |
AMM |
10 calendar days after 1st F/U |
|
Third |
DM, ADM |
MM |
15 calendar days after 2nd F/U |
|
Fourth |
DM, AD |
OM |
15 calendar days after 3rd F/U |
3. Manager to Manager
NOTE: Only send follow-up requests if there has been no communication after the first request. Query PCACS Query PCACS or Paperless Read Only Query System (PPL ROQS) for an active REQ/EMFO TOEL that shows the PC is working on the request. REQ/EMFO TOEL that shows the PC is working on the request.
| Follow-up | Requester | Recipient | When |
|---|---|---|---|
|
First |
DM, ADM, US |
AMM, MM |
5 business days after initial request |
|
Second |
DM, ADM, US |
AMM,MM |
3 business days after 1st F/U |
|
Third |
AD, DAD, SM |
OM |
2 business days after 2nd F/U |
E. Reference
GN 01070.228 Modes of Requesting Assistance