UNCLASSIFIED (U)

7 FAM 590

MANAGING A FEDERAL BENEFITS UNIT (FBU)

(CT:CON-804; 04-30-2018)
(Office of Origin: CA/OCS)

7 FAM 591 INTRODUCTION

(CT:CON-628; 01-29-2016)

a. This section outlines the role and responsibilities of the consular officer assigned to manage a FBU. (See 7 FAM 511 through 514).

b. See 7 FAH-1 for How-to information that is not specific to managing a FBU, such as workload, space, time and communications management.

7 FAM 592 GOALS/MISSION - HOW MAY I HELP YOU?

(CT:CON-628; 01-29-2016)

a. Provide high quality and customer-friendly service to those inquiring about Federal benefits and other Federal agency services, recipients of Federal benefits and claimants;

b. Accommodate the needs and expectations of your customers;

c. Ensure integrity of benefit payments; and

d. Standardize procedures to administer Federal benefits matters efficiently.

7 FAM 593 TYPES OF FEDERAL BENEFITS OPERATIONS

7 FAM 593.1 Claims-Taking Posts/Federal Benefits Units

(CT:CON-628; 01-29-2016)

a. Claims Taking Posts (CTPs), also known as Federal Benefits Units (FBUs), take full Social Security claims and have direct Social Security Administration (SSA) connectivity. Guidelines and instructions for Social Security programs are provided by SSA. FBUs stock necessary forms and pamphlets and provide in-depth assistance to claimants and beneficiaries.

b. FBUs are part of the consular units and have offices in countries where the SSA beneficiary population is concentrated. They are staffed by locally employed staff (LE staff) fully trained in SSA policies and procedures and are directly connected to SSAs computer database.

c. Hub FBUs are consular units serving more than one country.

d. Regional FBUs have a Regional Federal Benefits Officer (RFBO) that is responsible for all other FBUs that are in the same region. There are six regions worldwide and each region has its own RFBO and Regional Technical Advisor (RTA).

e. FBUs also provide services to other agencies such as the Department of Veterans Affairs (VA), Railroad Retirement Board (RRB), Office of Personal Management (OPM), Department of Labor (DOL), etc.

7 FAM 593.2 Non-claims-taking Posts (NCTP)

(CT:CON-628; 01-29-2016)

a. These are consular units with no staff fully trained in SSA policies and procedures and they are served by a Hub FBU.

b. NCTPs provide a variety of Federal benefits services such as:

(1) Accepting Social Security Number Applications.

(2) Completing form SSA-2514 RECORD OF CLAIMANTS INTENT TO FILE based on information received from the beneficiaries and forwarding this form to the servicing FBU.

(3) Reporting changes in benefits, such as change of address, direct deposit, death reports, non- receipt of monthly payments, etc.

(4) Assisting FBU on developing medical assistance requests.

(5) Handling other Federal agencies inquiries (VA, OPM, RRB, DOL).

(6) Providing assistance for field investigations.

(7) Other requests by the FBU.

7 FAM 594 RESPONSIBILITIES OF THE CONSULAR OFFICER

(CT:CON-628; 01-29-2016)

a. The consular officer plays a crucial role in ensuring program efficiency and integrity.

b. The consular officer should become familiar with the different programs and directly involved in the FBUs daily work, which will assist him/her in the efforts to manage the unit efficiently and to address any concerns of accountability.

7 FAM 594.1 Administrative

(CT:CON-792; 02-22-2018)

a. Regarding casework, the consular officer will:

(1) Regularly review the inventory of pending work and monitor for timely completion and responsiveness;

(2) Routinely meet with the senior locally employed staff (LE staff) to review concerns and problems;

(3) Keep the RFBO and head of the consular section informed of important developments at post regarding possible fraud and cases or issues that might potentially attract media or congressional attention;

(4) Invite the RFBO to visit the post periodically;

(5) Consult the RFBO on how best to audit LE staffs performance of Federal Benefits work;

(6) Periodically review non-form letters and correspondence that senior LE staff send to clients over their own signature;

(7) Periodically observe field investigations; coordinate field investigation procedures with the RFBO;

(8) Review, understand and enforce medical examination procedures, stress the importance of scheduling them promptly, and check the documentation to be submitted;

(9) Meet with panel physicians; know their qualifications and how they were selected;

(10) Establish new operational changes when agencies initiate new procedures;

(11) Be familiar with any Totalization Agreements that affect the post;

NOTE: "Totalization agreements" have two main purposes. First, they eliminate dual Social Security taxation, the situation that occurs when a worker from one country works in another country and is required to pay Social Security taxes to both countries on the same earnings. Second, the agreements help fill gaps in benefit protection for workers who have divided their careers between the United States and another country. (See 7 FAM 539)

(12) Alert CA/OCS/PMO and RFBOs to events (coup dtat, strikes, and earthquakes, etc.) that may impact on continuing payments and other activities;

(13) Implement group sessions and/or other outreach activities for providing information to the clients;

(14) Provide answers to the most frequently asked questions on posts website;

(15) Seek Department and agency advice when needed;

(16) Understand financial/accounting procedures for reimbursement for agency requested field trips;

(17) Assist with reimbursement for medical examination costs, travel to and from appointments, and per diem after consultation with and authorization the FBU and/or RFBO; and

(18) Remind employees to be polite and courteous.

b. Regarding office management, the Consular Officer will:

(1) Officially transfer FBU management responsibility from one consular officer to another as tours end and begin;

(2) Oversee the general control of work; frequently review daily correspondence; and monitor office functions for waste, fraud and mismanagement practices;

(3) Institute an employee back-up system by rotating and cross-training staff not only within the FBU, but in other aspects of consular operations;

(4) Know the responsibilities of each member of the staff;

(5) Arrange training opportunities for employees;

(6) Reward employees individually and/or as a group for outstanding performances or unusual/special services provided;

(7) Encourage the RFBO to oversee field investigation procedures;

(8) Keep a tickler of regularly scheduled reports;

(9) Be aware of commendations, complaints, human resources issues, fraudulent claims activity and other special interest concerns;

(10) Establish good intra-office communications by including the senior LE staff and RFBO in ACS staff meetings so they become an integral part of the team;

(11) Conduct weekly FBU staff meetings to keep employees informed of post happenings generally and issues specific to Federal benefits and consular concerns as well as to solicit suggestions and comments from employees;

(12) Initiate time-saving measures and streamline the steps for specific functions whenever possible;

(13) Determine whether you can/should out-source processing activities that do not have to be performed by government employees;

(14) Ensure maintenance of records in accordance with Department records management schedules;

(15) Conduct regular briefings/training for employees and contractors regarding the release of information pursuant to the Privacy Act and Freedom of Information Act; and

(16) Ensure that the FBU waiting area is pleasant, with FBU-related brochures and other reading material available.

c. Regarding office procedures, the consular officer will:

(1) Post up-to-date agency contact lists and provide copies to all employees;

(2) Maintain adequate supplies and forms, e.g.

(a) IRS tax forms;

(b) Agency benefits applications and brochure;

(c) Change of name/status forms; and

(d) Selective Service System registration forms.

NOTE: Most federal agency benefit/services forms are available on the web page of the agency in question or hyperlinked in the relevant subchapters of 7 FAM 500.

(3) Establish procedures for handling, storing, safeguarding, and distributing Federal benefits checks. (Encourage direct deposit of benefits where possible.)

(4) Understand the procedure for reimbursements from the Department of the Treasury for fees incurred for check delivery; and

(5) Be aware that postage for mailing Treasury checks is a reimbursable item on an estimated annual lump-sum basis. Such expenses are charged to the posts salaries and expenses (S&E) program allotment and you should submit relevant charges to the posts financial management officer (FMO).

7 FAM 594.2 Management Controls and Accountability

(CT:CON-628; 01-29-2016)

a. 7 FAH-1 Chapter 600 provides guidance on management controls, anti-fraud and malfeasance.

b. Consular officers will:

(1) Require employees to keep records of the time spent on activities performed for other agencies.

(2) Work with the post financial management officer to ensure that FBUs procedures are in accordance with posts standard accounting procedures.

(3) Ensure that there is tight control and accountability of all overpayment refunds and other payments received for benefits-paying agencies.

(4) Ensure that access to records is consistent with the provisions of the Privacy Act and the Freedom of Information Act. See CA/OCS Intranet Privacy Act Feature.

7 FAM 594.2-1 Fraud Prevention

(CT:CON-628; 01-29-2016)

a. The same high standards for proof of identity and validity of documents applicable to U.S. nationality determinations and visa eligibility must also be applied to Federal benefits work.

b. Consular officers will:

(1) Familiarize themselves and their staff with respect to host government-issued documents and vital statistics procedures that are relevant to FBUs activities;

(2) Report fraudulent practices to the RFBO, the benefits paying agency, and to the Department;

(3) Report suspicious trends (e.g. lost checks); and

(4) Monitor the selection of examining physicians to ensure rotation.

c. Check Handling:

(1) Ensure that the receipt/delivery of checks is handled by at least two trained individuals in a secure location. Written procedures should be established and given to employees responsible for this function (see 7 FAM 594.1 c.);

(2) Establish procedures and then monitor how the mailroom releases regular monthly checks received in bulk shipments;

(3) Review the transient list periodically to be sure the proper procedures are being followed;

(4) Checks may not be photocopied in their entirety (only the address in the envelop window may be copied);

(5) Checks should not be opened unless they are to be stamped not negotiable and returned to Treasury;

(6) Any checks held overnight must be kept in a locked safe;

(7) Also see specific agency sections for procedures for returning and replacing checks; and

(8) (See 7 FAM 527.)

d. Funds Handling:

(1) Overpayment Collection refunds may be made in local or U.S. currency to the post cashier or in accordance with specific post procedures. Cashier will then prepare a receipt for the beneficiary and forward a copy to the FMO;

(2) Receipts must show:

(a) Name of person refunding money;

(b) Date and amount of receipt;

(c) Social Security number/claim number; and

(d) Credited SSA trust fund or agency fund (The post Financial Management Officer (FMO) or Regional Federal Benefits Officer (RFBO) provides appropriation numbers.); and

(3) The FMO will forward receipts to the Regional Administrative Management Center to credit the appropriate accounts.

7 FAM 595 COMMUNICATIONS

7 FAM 595.1 With Other Agencies

(CT:CON-665; 04-29-2016)

Consular officers:

(1) Will communicate regularly with their Regional Federal Benefits Officer. Posts having a resident RFBO should meet with them on a regular basis to review program status. Others should invite the RFBO to visit their post whenever possible.

(2) Should maintain good relations with other agency representatives such as Internal Revenue Service (IRS), Drug Enforcement Agency (DEA), U.S. Customs and Border Protection, etc.

7 FAM 595.2 With the Clients

(CT:CON-628; 01-29-2016)

a. In todays electronic world, consular officers should make available as many options as possible to serve their clients expeditiously. There is an up-to-date list of telephone and FAX numbers, postal, internet and E-mail addresses for each agency as well as the RFBOs in the appropriate sections of 7 FAM 500 and in the CA Intranet CA Web Federal Benefits page. Encourage your employees and clients to communicate electronically whenever possible.

b. However, in some instances an in-person interview may still be the best way to communicate with beneficiaries, claimants and/or spouses and dependents.

7 FAM 596 RESOURCES

(CT:CON-628; 01-29-2016)

Consular officers may consult the following resources in addition to 7 FAM and 7 FAH:

(1) Websites for agencies serviced (hyperlinked in the respective subchapters of 7 FAM 500;

(2) CA Intranet and Internet web pages;

(3) CA/OCS/PMO Federal Benefits Liaison Officer at CA-OCS-PMO-FedBen@state.gov;

(4) SSA Program Operations Manual System (POMS); and

(5) Federal agency manuals/handbooks issued at posts.

7 FAM 597 Through 599 Unassigned

UNCLASSIFIED (U)