Human Resources Division
Customer Service Plan
Customer Service Standards: Employee Benefits
Provides technical information to employees, family members, supervisors, and managers, including referrals and assistance in applying for various benefits.
Standards
Maintains open and continuous communication with customers; listens to their needs; provides clear, complete, and correct information; provides feedback and updates as each situation warrants; notifies customers of problems promptly; and sets mutual realistic dates with customers for completion of assignments.
Processes actions by the effective date (once appropriate paperwork is received) to avoid undue financial hardship on the employee and/or family.
Communicates information on changes in laws and regulations. Where changes require new or revised Policies and Procedures, issues interim guidance on changes to customers immediately for their use.
Interprets new laws and regulations, prepares appropriate policy guidance or Policies and Procedures; and communicates information in user-friendly and accessible formats.
Provides retirement calculations. Lets customers know immediately if the response will take longer for reasons beyond our control, such as when requesting records.
Submits retirement cases to the NFC.
Employee Benefits |
Action Requested |
Typical Time Frame For Completion * |
Processes retirement estimates (1 to 5 years) |
Within 15 business days of receipt of the retirement request sheet. One retirement estimate per year |
Processes retirement applications |
Within 30 business days of receipt
Employees should submit completed application within 60 business days prior to selected retirement date to the Retirement and Benefits Section |
Processes SF-52’s for retirements only |
Within 5 business days after receipt |
Processes completed disability retirement applications |
Within 30 business days of receipt
OPM is responsible for approval or disapproval of all cases |
Processes death cases
- Death claims forms sent to beneficiary or applicable person
- Completed death case processed and notify operation branch
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Within 1 business day of notification of the death
Within 5 business days |
Processes requests for civilian deposit/redeposit |
Within 5 business days of receipt |
Processes estimates for military deposit
- Payment request processed
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Within 5 business days of the receipt of Estimated Earnings During Military Service Statement submitted by the employee
Within 5 business days of receipt of the completed application and payment documents |
Processes requests for lump sum annual leave payment (for retirements only) |
Within 1 - 2 pay periods after receipt of form AD-581 |
*Time frames may be altered as a result of changed staffing levels, client requirements, priorities established by management, and/or new policies and procedures.
Actions not submitted in a timely manner will cause delays in processing.
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