The education of TRICARE beneficiaries,
TRICARE providers, and Military Health System (MHS) staff and providers
shall be accomplished through a collaborative effort between Defense
Health Agency (DHA) Communications, the Managed Care Support Contractors
(MCSCs), and other TRICARE contractors. This collaboration will
ensure information and education about the TRICARE Program, policies,
health care delivery requirements, and changes and/or addition to
benefits are effectively provided. Educational activities include
research and analysis to determine targeted audience and the provision
of educational materials, and training programs and briefings in
accordance with
Section 2. The Government will furnish all
printed educational materials, except for region specific provider
education materials. The contractor and/or other TRICARE contractors
shall be responsible for the individual distribution of Government-furnished
materials.
1.0 Education
Plan
The contractor shall submit an annual
education plan to inform and educate TRICARE beneficiaries, TRICARE
and MHS staff, and providers on all aspects of TRICARE programs.
DHA Communications and the TRICARE Regional Office (TRO) will review
the plan, and provide concurrence or appropriate feedback for recommended
changes.
2.0 INTERFACE
REQUIREMENTS
2.1 The
contractor shall participate in monthly TRICARE beneficiary and
provider work group meetings, comprised of the TROs marketing representatives,
OCONUS marketing representative and the TRICARE Beneficiary Publications
Office/DHA Communications. As advisors, the contractors shall provide
unique perspectives, ideas, and recommendations regarding the development
and maintenance of TRICARE educational materials to the group. The
goal of the monthly meetings is to present status updates on production,
address issues, and provide new information and propose new ideas
for products and/or initiatives. The contractor shall provide a
primary and alternate representative for attendance and participation
in the monthly meetings, to be held approximately 12 times per contract
year in the Washington, DC area. Meetings may be attended via teleconference, video
telecommunications, or in person, as directed by the Government.
2.2 All
requests for marketing and educational materials shall be submitted
by the contractor via the appropriate TRO for review and consideration.
Approval shall be based on justification that supports a uniform
image and consistency in the provision of TRICARE Program information,
and available funding.
3.0 Required
Educational Materials
The Government will
provide to the contractor all beneficiary educational and enrollment materials
which may include printed and electronic media. Materials developed
by the Government and distributed in support of the TRICARE program
will be selected on the basis of recommendations by contractors,
program managers, the Services, Defense Health Agency (DHA) leadership
and others with interests and concerns about the information being
provided to TRICARE beneficiaries and other stakeholders. DHA Communications
and the TROs will review all recommendations and prioritize products
in accordance with funding availability. DHA Communications will
have final approval authority. The contractor shall be responsible
for the distribution of Government-furnished materials to MHS beneficiaries.
The Government will provide all enrollment materials for distribution
by the contractor to MHS beneficiaries. The enrollment form will
be provided electronically.
4.0
Dissemination
Of Information
4.1 The
contractor shall distribute TRICARE information using effective
methods (for example, e-mail, World Wide Web (WWW), telephone, testing,
and smart phone applications, and other social media) that ensure
timely delivery and receipt to all MHS beneficiary households in
the region based on Defense Enrollment Eligibility Reporting System
(DEERS) data. (Note: The Department of Defense (DoD) does not maintain
beneficiary e-mail addresses.) In addition, the contractor shall
do a mailing pertaining to a benefit update, within the stated contract
period, to all eligible beneficiary households. The contractor shall
furnish enrollment information and forms, network provider information,
Health Care Finder (HCF) information, claims forms, claim completion
instructions, a web link to the TRICARE Handbook, DEERS information
and other informational materials upon request to beneficiaries, providers,
and Congressional offices. The contractor shall establish and maintain
effective communications with all beneficiaries (see
Section 3).
Details for
submission of the Education
Plan are
identified by DD Form 1423,
Contract Data Requirements List (CDRL)
, located in
Section J of the applicable contract.
4.2 The contractor
shall be responsible for all provider education, which includes
producing and distributing an annual Provider Handbook, newsletters,
and/or bulletins. The contractor may use any method of distribution
that ensures timely receipt by all providers. Copies of TRICARE
educational materials distributed to providers shall be provided
to the DHA Director, TROs/Program Office, DHA Communications, and
Congressional offices. The Government reserves the right to evaluate
the success of the contractor provider relations effort via scientific
surveys and other data collection efforts with the network providers.
4.3 The contractor
shall distribute a quarterly newsletter to all TRICARE Prime enrollees,
including active duty personnel, dual-eligible beneficiaries enrolled
in TRICARE Prime, Congressional offices, and Beneficiary Counseling
and Assistance Coordinators (BCACs). The contractor shall distribute
an annual newsletter to TRICARE beneficiaries not enrolled in Prime
prior to the annual open enrollment period. Newsletters will generally
be no more than six double-sided pages in length (8½” x 11”). The
contractor shall not modify the content or length of the beneficiary
newsletter prior to distribution. The contractor may use any method
of distribution that ensures timely delivery and receipt to all
recipients.
4.4 The TDEFIC contractor shall maintain a supply
of TRICARE For Life (TFL) beneficiary educational materials. The
TDEFIC contractor shall provide a copy of the most recent information
upon request.
5.0 Ordering
Education Materials
5.1 The contractor shall provide one representative
for attendance and participation in the work group meeting to be
held in the Washington, DC area. Meetings may be attended via teleconference, video
telecommunications or in person, as directed by the Government.
As stated, for each contract year, the committee will conduct one
extensive meeting to determine the core educational materials to be
developed for the following fiscal year. Contractors may be required
by their TRO/Program Office to participate in this extensive, possibly
multi-day, meeting in Washington, DC area.
5.2 Requests for additionally
designed educational and enrollment materials not included in the initial
request shall be submitted in accordance with
paragraph 2.2. Upon determination
of the core products, the contractors shall submit a request for
copies required and delivery dates requested. The contractors shall
provide DHA Communications with a single Point Of Contact (POC)
and address(es) for delivery of educational materials.