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Supportive Services for Veteran Families(SSVF)Webinar SeriesPartnering to BetterServe Your VeteransMay 14, 2015
Objectives Familiarize participants with the order fulfillmentprocess at the National Personnel Records Center Devise strategies to improve the order fulfillmentprocess for Homeless Veterans An overview of the National Foundation for CreditCounseling and what our agencies offer toconsumers An overview of what current and future issues needto be addressed5
Accessing Veterans’ Recordsat the National PersonnelRecords CenterKevin Pratt,Assistant Director for Military Records,National Personnel Records Center“The ties that bind the lives of our people in oneindissoluble union are perpetuated in the archives of ourgovernment.”
NARA Programs ArchivesRecords ManagementPresidential LibrariesFederal RegisterNational HistoricalPublications & RecordsCommission (NHPRC) Records Center Program
Records Center Program Low Cost Storageand ReferenceServices Expert RecordsDisposition Services
Military PersonnelRecords Facility
Valmeyer Annex Facility
NPRC Organizational StructureScott A. LevinsCenter DirectorJason HardyChief of StaffKimberly GentileAssistant Directorfor Civilian RecordsReference Cores 1, 3, 4Kevin M. PrattAssistant Directorfor Military RecordsReference Core2Customer Service TeamRecords Retrieval BranchMilitary Operations Branch
HOW MILITARY RECORDSARE FILED Alphabetically Navy Enlisted 1885-1963(WWI, WWII, PWW) Navy Medical 1911-1963 Service Number Navy Officer Marine Corps Officer Enlisted1902-19671905-1963 Computer Registry Air Force1964-2004 Army1960-2002 Coast Guard 1898-Present Marine Corps1964-1998 Navy1964-1994 Navy Medical 1964-1994 Burned/Reconstructed Registry Air Force (Hubbard-Z) 1947-1963 Army1912-1959
HealthRecords
MEDICAL RECORDS· Physical exams, shot records,outpatient and dental records areusually filed within the health record.CLINICAL RECORDS· Inpatient records (hospitalized) are filed bymedical facility, year of treatment, patientssocial security number.
Medical Records Army:Navy:USMC:Air Force:USCG:October 1992January 1994May1994June1994April1998Veterans AdministrationRecords ManagementCenterPO BOX 5020St. Louis, MO 63115-0020Prior to the above dates health records werecombined with the military personnel record
National PersonnelRecords Center1973Catastrophic fire at MPR facility
Living with Painful Reality July 11, 1973 - Estimated 22 Million OMPFsstored on 6th floor, MPR 80 % loss for Army records 1912 -1960 75% loss of Air Force Records Hubbard-Z1947 -1964 December 1973 - 6.5 million (all) firedamaged records returned to safe storage inbuilding Have reconstructed approximately 6 millionrecords since fire
Record Reconstruction Auxiliary Records– Pay Vouchers– Morning Reports Veterans Administration State Archives Two teams still do reconstructionsapproximately 2000-3000 per week
MPR Business Process
Step OneMailroom 4,000 – 5,000 requestsare received each day. 40% - eVetrecs 60% - Snailmail
Step TwoData EntrySnail-mail is digitized andentered into our CaseManagement andReporting System.
Step ThreeAssignment &Pre-ProcessingAn automated assignmentmanager assigns servicerequests to technicians andattempts to order the recordneeded to respond. In someinstances, the system mayauto-service requestswithout technicianinvolvement.
Queue Discipline Pre-processingPriority casesSep Doc casesSuspense due datesOther cases
Step FourSearchingWe have over 80 millionitems in our holdings.
Step Five
Step SixCorrespondenceTechniciansrespond withtailored letters.
Military Correspondence ProcessOverview10 Day Response Time Goal
So How Are We Doing?
Total Work PendingCorrespondence 00201020112012201320142015
Average Response Time605040DD-214s30All Military Records20100201020112012201320142015
Customer Emergency Response Team Elite 12 person team Respond to:––––––Burial RequestsMedical EmergencyLaw Enforcement AgenciesWhite House RequestOffice of the Inspector General InquiresHigh Visibility Congressional Requests and Media Requests 48-72 hour turnaround Special coordination with Service Department Liaison Trained to process fire related and non-fire relatedrequests Work hand-in-hand with Customer Service Team
Tips for submitting requests: Use Standard Form 180 for homelessveterans Only order DD-214 If medical records are needed,remember to include inpatient periods Use the following fax numbers Placement needed in 5-7 days; fax to(314) 801-9201 Placement needed immediately; faxto (314) 801-0763
Customer Service Number(314) 801-0800Monday thru Friday7:00 am thru 5:00 pm
National Foundation forCredit CounselingA Changing EnvironmentAnn Estes,Vice President of Business Development,National Foundation for Credit Counseling
National Foundation for Credit CounselingKnowing the difference can make all the difference. Vision To create a national culture of financial responsibility. Mission To promote a national agenda for financiallyresponsible behavior, and build capacity for ourmembers to deliver the highest-quality financialeducation and counseling services.
NFCC Member Network and Service ImpactKnowing the difference can make all the Agency %2014*Total Clients1.3 MillionFinancial Counseling Sessions 323,102Housing Counseling Sessions 339,386Bankruptcy CounselingSessions290,142Debt Management Plans (EOP) 206,331Disbursements to Creditors 1.47BilCreditor Contributions 72.9M*Number of clients is estimated and based on session marital status.CertifiedCounselors
NFCC Brand and Communications ReachKnowing the difference can make all the difference.Market Approach NFCC is the “gold standard” in financial counseling and education An extensive public relations effort garners national media coverage includingThe Washington Post, The Wall Street Journal, CNN, MSN Money, USA Today Consumers are motivated to take action through NFCC national public serviceannouncements, digital marketing and social media NFCC member agencies extend reach and impact in local markets NFCC builds national partnerships to drive consumer financial health2014 Impact by the Numbers 7 billion consumer impressions 2.2 million NFCC unique site visitors 1.3 million clients served by NFCC member agencies
NFCC Member Standards, Accreditation, andCertificationKnowing the difference can make all the difference.Council on Accreditation Member Quality Standards Set of 18 Quality Standards Nonprofit status and disclosures Access and availability Audit, fiscal integrity, and governance Technology, reporting, and data security AccreditationThe Council on Accreditation(COA) partners with human serviceorganizations worldwide to improveservice delivery outcomes by developing,applying, and promoting accreditationstandards. It was founded in 1977 by theChild Welfare League of America andFamily Service America (now the Alliancefor Children and Families). Originallyknown as an accrediting body for familyand children's agencies, COA currentlyaccredits over 45 different service areas. All NFCC Members must obtain and maintainaccreditation by the Council on Accreditation; reaccreditation every 4 years Counselor Certification Comprehensive training program consisting of eight books Books one through six are required for all NFCC counselors Book seven offers housing counselor certification; book eight offers certification toeducators Initial certification must be achieved within one year of employment, and counselorsmust earn Professional Development Units for recertification every two years
Benefits of Holistic Financial CounselingKnowing the difference can make all the difference.
Sharpen Your Financial Focus Sharpen Your Financial Focus is a nationallydriven, grassroots, three-year program designedto:– Assist American consumers in stabilizing theirpersonal financial situations;– Through media outreach, encourage consumers totake action over the phone, through the internet, or atan NFCC member agency; and– Provide a three-step process for improving consumerfinancial circumstances and behaviors.CONFIDENTIAL – NOT FOR EXTERNAL DISTRIBUTION
Three-Step Program Financial Stress Test (MyMoneyCheckUp )Designed to increase awareness and incent consumers to take action Financial ReviewDesigned to set goals, develop a budget, and establish a realistic long-termaction plan Targeted EducationDesigned as a “deep dive” focused on the major area(s) of interest to theindividual or family, or follow-up coaching(Today’s information is based on 36,710 individuals participating)CONFIDENTIAL – NOT FOR EXTERNAL DISTRIBUTION
Research & EvaluationPreliminary ReportPrepared by:Stephanie Moulton & Stephen RollThe John Glenn School of Public AffairsThe Ohio State UniversityCONFIDENTIAL – NOT FOR EXTERNAL DISTRIBUTION
Client Financial CharacteristicsCONFIDENTIAL – NOT FOR EXTERNAL DISTRIBUTION
Client Credit CharacteristicsCONFIDENTIAL – NOT FOR EXTERNAL DISTRIBUTION
Reasons for Seeking Counseling10% of clients reportusing a payday lendingservice.Two-thirds of clientsreceived a call from a billcollector in the last threemonths.CONFIDENTIAL – NOT FOR EXTERNAL DISTRIBUTION
Client Financial ConfidenceMilitary clients tend tobe more confident thanthe average Sharpenclient.CONFIDENTIAL – NOT FOR EXTERNAL DISTRIBUTION
Client Debt Sources 39% of clients have mortgage debt, 76% have creditcard debt, 50% have a car loan, and 39% have astudent loan.CONFIDENTIAL – NOT FOR EXTERNAL DISTRIBUTION
Retirement Savings Clients with retirement accounts (43%) believe theywill need 205,000 for retirement.CONFIDENTIAL – NOT FOR EXTERNAL DISTRIBUTION
Selected Credit OutcomesCONFIDENTIAL – NOT FOR EXTERNAL DISTRIBUTION
Selected Credit OutcomesCONFIDENTIAL – NOT FOR EXTERNAL DISTRIBUTION
Selected Credit OutcomesCONFIDENTIAL – NOT FOR EXTERNAL DISTRIBUTION
Selected Credit Outcomes Client outcomes significantly improve post-Sharpenand persist across time.CONFIDENTIAL – NOT FOR EXTERNAL DISTRIBUTION
Sharpen 2.0 Student loan borrowersAging 50 population/Retirement-At-RiskMilitaryWomen Heads of Household (“BreadwinnerMoms”) Hispanic/Latino AudienceCONFIDENTIAL – NOT FOR EXTERNAL DISTRIBUTION
NFCC ContactKnowing the difference can make all the difference.Ann EstesVice President – Business DevelopmentNational Foundation for Credit Counselingaestes@nfcc.org804-363-0584
Additional Questions?SSVF Program :www.va.gov/HOMELESS/ssvf.aspIncludes link to SSVF University62
THANK YOU!!63
USMC: May 1994 Air Force . -Law Enforcement Agencies -White House Request -Office of the Inspector General Inquires . National Foundation for Credit Counseling aestes@nfcc.org 804-363-0584 . Additional Questions? SSVF Program Office Phone: 1-877-737-0111
