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TRICARE Operations Manual 6010.62-M, April 2021
Communications and Customer Service (C&CS)
Chapter 11
Section 3
Beneficiary, Congressional, Media, Beneficiary Counseling And Assistance Coordinator (BCAC), And Debt Collection Assistance Officer (DCAO) Relations
In meeting the contractor’s primary responsibilities to TRICARE beneficiaries and providers, it is necessary to respond to Congressional Offices or to BCACs, and DCAO who are intervening on behalf of a beneficiary or provider.
The contractor shall provide written notification of the designated staff Points of Contacts (POCs) that include names, email addresses, and phone numbers to BCACs, and DCAOs who are intervening on behalf of the beneficiary or provider when carrying out a Congressional, BCAC, and DCAO relations programs within the geographical area of responsibility.
The contractor shall provide representation to participate in the workshops where BCACs and DCAOs from the contractor’s region will be present in significant numbers.
3.1  The Government will provide at least 30 calendar days’ notice of such a requirement.
3.2  The Government will also outline the expected nature of the contractor’s participation.
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