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.