EVALUATION OF CASE NUMBER 4

A knowledge of the PN rating is only one part of the PN's job. PN Doe's confidence indicated a good working knowledge of the rating.

SN Frost's time spent in coming to the personnel office was not wasted. He received the help he needed when he needed it.

Instead of picking up the phone and calling Mr. Brush, it would have been easier for PN Doe to say, "Your PARs have not been entered in your record. Go see your division officer." SN Frost was distrustful of his division officer; he felt that Mr. Brush's dislike for him was the reason he couldn't take the examination for PO3. PN Doe's interest "bridged the gap" somewhat by refuting this suspicion.

PN Doe was doing all that she could for SN Frost. However, her explanation of what had happened, what action she was taking, and what SN Frost should do as an alternative was just as important to the customer's satisfaction.

The value of the "extra step" is difficult to measure, but its effect is easily seen.

CASE NUMBER 5

PO Seaman recently completes a tour of overseas shore duty and he is now on CONUS shore duty at a small station served by the disbursing officer of an activity some distance away. On his previous assignment he and his wife lived in government quarters. Before leaving his previous station, PO Seaman had started an allotment to his wife and had it sent to her parents' address.

PO Seaman isn't surprised when he does not receive a check on the first payday after reporting in; nor is he too concerned when he draws a blank on the second, since his wife has started receiving her allotment checks.

When the third payday still brings no check, he decides that he has waited long enough. He takes his problem to the administration office, and the YN places a call to the disbursing office.

The YN explains to the DK that PO Seaman has now been aboard almost 2 months and has not been paid during that time. The DK obtains PO Seaman's Personal Financial Record and informs the YN that PO Seaman has no pay coming-he is actually overpaid.

"When will the overpayment be liquidated, and when will he receive a check?" the YN asks.

The DK replies, "At the rate he's going-never. He is going deeper in the hole each month."

PO Seaman has heard enough to know that _{something is wrong.} "May I talk to him?" he asks. Taking the phone, he identifies himself and asks what the problem is. The DK gives him a breakdown of credits and deductions. PO Seaman adds them up and exclaims, "Something's wrong! The DK at my last

station said I would draw around $50 a payday. Are you sure you gave me all the figures?'

"I've given you everything on your LES. Say, are you married?"

"I sure am. That's who the allotment is going to."

"Why aren't you getting BAQ" asks the DK.

"That's a good question. You answer it."

"We can start it now. You'll have to submit an application for BAQ."

"What for? I've been married 5 years. You mean that isn't on my record?" PO Seaman is becoming angry.

The YN motions for the phone and PO Seaman gives it to him.

"Let me speak to the disbursing officer to see if we can straighten this out," he tells the DK.

The DK is glad to oblige; he can't see why PO Seaman is so excited.

When the disbursing officer answers, the YN explains the problem and asks for advice. It doesn't take the disbursing officer long to conclude what has happened-the housing office had not provided the pay order that would have started PO Seaman's BAQ effective the day following his departure. He tells the YN, "Send us a pay order starting PO Seaman's BAQ as of the day he reported. That will take care of the overpayment, and we will send a check for the balance. In the meantime, we will send a letter to the housing office at his former command to request the pay order that should have been provided before he left. As soon as we get that, a check will be issued to cover the balance of PO Seaman's back pay."