1.0 GENERAL
In a service relations program, the contractor’s
primary responsibilities are to the beneficiaries and the providers.
However, in meeting these responsibilities, it is frequently necessary
to respond to Congressional Offices or to Beneficiary Counseling
and Assistance Coordinators (BCACs), and Debt Collection and Assistance
Officer (DCAO) who are intervening on behalf of a beneficiary or
provider.
2.0 Beneficiary
Relations
The contractor shall be invited
to attend and participate in beneficiary meetings, such as the retired
military associations. These meetings provide opportunities for
the contractor to make presentations and distribute educational
materials to the beneficiaries.
3.0 Congressional
And BCAC/DCAO Relations
The contractor is
responsible for performance of the following minimum functions in
carrying out a Congressional and BCAC/DCAO relations programs within
the region.
3.1 Establish
Communications
3.1.1 The contractor shall establish a working relationship
with the Congressional delegation in each state and maintain effective
communication with the Congressional office staffs, BCACs, and DCAOs
in the region. These individuals can often assist in resolving questions/problems
of the beneficiary and provider population. The contractor shall
establish procedures and provide staffing to perform all necessary
functions.
3.1.2 The contractor shall provide written notification
of the contractor’s Point(s) Of Contact (POCs) [name(s), address(es),
e-mail addresses and phone number(s)] to all Congressional offices, BCACs,
and DCAOs serving the region. The contractor shall provide separate
telephone numbers (lines) reserved exclusively for Congressional
offices, BCACs, and DCAOs. This service is not required to be toll-free;
however, the contractor shall provide sufficient telephone lines
and TRICARE-dedicated staff to meet the requirements in
Chapter 1, Section 3. In addition, when it
is appropriate because of the volume or character of Congressional
office inquiries received, a contractor representative may visit
a Congressional office to resolve problems and/or educate the staff
about TRICARE operations and requirements. In most Military Treatment
Facility (MTF)/Enhanced Multi-Service Market (eMSM) Prime Service
Areas (PSAs), a contractor’s representative shall have regular,
if not daily, interface with the BCACs and DCAOs. In other areas,
the contractor shall develop a program of regular BCAC and DCAO contact
which includes a contractor representative meeting with the BCACs
and/or DCAOs at least semi-annually. When serious problems or other
needs arise, more frequent contact shall be required.
4.0 Special
BCAC/DCAO Meetings
Defense Health Agency
(DHA) conducts workshops with BCACs/DCAOs in various locations throughout
the year. The contractor shall provide representation to participate
in the workshops where BCACs/DCAOs from the contractor’s region
will be present in significant numbers. DHA will provide at least
30 calendar days notice of such a requirement. DHA will also outline
the expected nature of contractor’s participation. If a contractor
has a specific problem or issue which should be addressed at a BCAC
and DCAO meeting, DHA shall be notified at least 21 days prior to
the scheduled meeting.
5.0 Media
Relations
Media relations programs implemented
by the Government and the contractors on behalf of the Government
shall have three objectives: educate beneficiaries about changes
to their TRICARE benefit, respond to media queries quickly and accurately
and inform the American public about Government activities related
to the TRICARE program. The contractors shall conduct a media-relations program
in accordance with Department of Defense (DoD) guidelines and guidance
provided by Defense Health Agency (DHA) Communications. The contractor
shall provide regular feedback to DHA Communications regarding their
media activities, including coordination of proposed responses to media
queries for sensitive and controversial issues. The contractors
shall keep DHA Communications and TRICARE Regional Office (TRO)
leadership aware of public and beneficiary perceptions regarding TRICARE
policies and procedures, and advise DHA on proposed communication
strategies for responding to these issues. All published materials
shall communicate consistent TRICARE program messages with one voice
and tone. Contractors shall perform the following in their media
relations program:
5.1 Establish and maintain effective
working relationships with members of the regional and local news
media:
5.1.1 Work directly with the news media to provide
information on new programs, changes to the benefit, and other “good
news” stories.
5.1.2 Respond to media questions
about contractor roles, responsibilities and actions on behalf of
the Government in support of the TRICARE program.
5.1.3 Work closely
with the Government to ensure that information provided to the media
is consistent and accurate:
• Coordinate all proposed
media activities including new releases, press conferences and other
media events with DHA prior to release of the information; and
• Follow-up all media
contacts by sending copies of information provided to the media and
a summary of any discussions to DHA Communications when immediate
action was required.
5.1.4 Contractors shall speak only
on issues for which they have direct responsibility and shall not
speculate on issues beyond the scope of the support they are providing
to the Government.
5.2 The contractor shall share
information, including news releases, fact sheets, talking points, communications
plans, and public affairs guidance with DHA Communications to ensure
DHA is aware of pending news stories and the information provided
to the media.
5.3 The contractor shall assist DHA Communications
in planning, designing, and implementing a comprehensive communications
program that incorporates diverse functions and issues, serves numerous
distinct and specialized audiences and responds rapidly, in crisis
conditions to changing demands.
5.4 The contractor shall work
with DHA to ensure beneficiaries receive unified, timely, accurate, consistent,
and effective products and tools that improve their access, understanding,
and appreciation of TRICARE.