805C-LF Prepare Claims and Inquiry Forms Status: Approved

Transcription

1 Report Date: 31 Jul C-LF Prepare Claims and Inquiry Forms Status: Approved Distribution Restriction: Approved for public release; distribution is unlimited. Destruction Notice: None Foreign Disclosure: FD1 - This training product has been reviewed by the training developers in coordination with the USASSI Fort Jackson foreign disclosure officer. This training product can be used to instruct international military students from all approved countries without restrictions. Page 1

2 Conditions: You are assigned as a military postal clerk and are required to assist customers prepare the proper forms for submitting various types of claims and inquiries. You have access to DOD M (DoD Mail Manual), Domestic Mail Manual (DMM), Postal Operations Manual (POM), PS Form 1000 (Domestic or International Claim), PS Form 2856 (Damage Report of Insured Parcel and Contents), PS Form 3533 (Application and Voucher for Refund of Postage, Fees and Services), PS Form 3831 (Receipt for Article(s) Damaged in Mails), PS Form 6401 (Money Order Inquiry), United States Postal Service (USPS) website and standard USPS supplies and equipment. This task should not be trained in MOPP 4. Standards: Prepare, review, and submit appropriate claims and inquiry forms while maintaining 100% accountability of records and articles of mail associated with the claim, without error. Special Conditions: None Safety Risk: Low MOPP 4: Never Task Statements Cue: You are required to assist postal customer submit claims and inquiries. None DANGER None WARNING None CAUTION Remarks: All required forms, publications, and equipment will be provided by the local command Notes: None Page 2

3 Performance Steps 1. Determine forms required to submit postal service claims and inquiries. a. Identify Notice 4314-C, We Want To Know Card. b. Identify PS Form 1000, Domestic or International Claim. c. Identify PS Form 2856, Damage Report of Insured Parcel and Contents. d. Identify PS Form 3533, Application and Voucher for Refund of Postage and Fees. e. Identify PS Form 6401, Money Order Inquiry. 2. Report mail theft. a. Define mail theft. (1) Mail not received. (2) Mail received with the contents of the article missing. b. Advise customers how to report mail theft. (1) Report at local post office. (2) Call 800-ASK-USPS. (3) Access the USPS Postal Inspection Service's website and submit an online mail theft report. 3. File indemnity claims. a. Advise customers when they are eligible to file an indemnity claim. (1) Insurance was purchased at the time the article was mailed. (2) Article was mailed as Registered Mail with insurance. (3) Article was mailed as Priority Express Mail. b. Advise customers on indemnity claims filing options. (1) File claim online (USPS online account required). (2) File at local post office. (3) File direct to USPS. c. Advise customers how to check the status of a claim. (1) Call for claims filed by mail. (2) Sign into USPS account for claims filed online. d. Advise customers how to file an international claim. (1) Customer must initiate an inquiry before filing a claim unless they are in the possession of a mailing with damaged or missing contents. (2) Complete PS Form 1000 and present it and the damaged item(s), container, wrapping, packaging and any other contents to a post office immediately if customer is in possession of a mailing with damaged or missing contents (except an item from Canada). Page 3

4 (3) Contact the Canadian sender and instruct them to file the claim they are in possession of a mailing with damaged or missing contents mailed in Canada. Note: International claims may be payable to the mailer only or only to the addressee (varies by country). e. Advise customers on items needed to file a claim. (1) Original mailing receipt. (2) Evidence of value. f. Prepare PS Form (1) Check appropriate box for reason for claim. (2) Check the appropriate box for the service type used on the article. (3) Input mailer and addressee information. (4) Describe the lost or damage item, if claim is for damage or loss of contents, check (L) for a lost item and check (D) for an item that has been damaged. (5) Include the item code number, the date the item was purchased, and the value or the cost of repairs for each item. (6) Enter total amount claimed for item. (7) Enter amounts of postage, insurance, and services purchased in respective block, if applicable. Note: To obtain the "postage paid" when a customer presents the wrapper, deduct the special service fee(s) from the amount of postage affixed to the wrapper. (8) Indicate who will receive payment for the damaged article(s) presented. (9) Provide information concerning proof of insurance and/ or evidence of value. (10) Check who filed the claim, mailer or addressee. (11) Provide signature of U.S. customer filing claim, date signed, and a telephone number for customer (optional). (12) Provide mailing receipt number and date of mailing. g. Prepare PS Form (1) Enter customer name. (2) Enter article number for the item(s) mailed. (3) Enter packing materials used for the items. (4) Enter type of material used for the mailing container in which item was shipped. (5) List any damaged done to the mailing container. (6) List packing materials used. (7) Check whether container material was sufficient enough to keep contents from damage in normal handling. (8) Explain what appears to have caused the damage. (9) List all undamaged items in the package. (10) Explain customer s evidence of damage if damage is not visible. Page 4

5 (11) Provide location of damaged articles and provide disposition of articles. (12) Ensure PS Form 3831 is prepared and customer receives a copy. (13) Provide any additional comments. (14) Postal clerk prints name, signs, and gives a telephone number and zip code. (15) Apply All Purpose Dating Stamp (APDS). h. Prepare PS Form (1) Enter date damaged article is received. (2) Enter name of person from whom the damaged article is received. (3) Enter special service number (obtained from mailing receipt or wrapper). (4) Enter date article was mailed. (5) Enter location where article was mailed from using information on mailing receipt or postmark on the article. (6) Enter name of person who mailed the article. (7) Enter a detailed description of article(s) received. (8) Enter name and address of addressee as shown on the wrapper of mailing receipt. (9) Enter signature and title of clerk accepting claim. (10) Enter APO and ZIP Code where damaged articles were turned in. 4. Prepare a money order inquiry. a. Advise customers on procedures for submitting a money order inquiry. (1) Customers (owner, payee, or endorsee only) may complete, sign, and submit PS Form 6401 for any inquiry on the status of a domestic money order. (2) Submit PS Form 6401 to the USPS Money Order Division with the applicable fee who will review its records and complete one of the following actions: (a) Issue a replacement money order if money order was not cashed (a replacement will not be issued until 60 days after the money order purchase date). (b) Issue a photocopy of the paid money order immediately to the customer if a money order was cashed. b. Prepare PS Form (1) Enter money order serial number, issued date and money order amount. (2) Enter post office number as shown on original money order receipt. (3) Print name of customer filing the inquiry (Payee or Addressee). (4) Enter mailing address, city, state, and ZIP Code. (5) Enter telephone number. (6) Person filing inquiry must read Certification Statement; sign his/her name and date. Page 5

6 (7) Collect inquiry fee ($6.20) from customer then affix $6.20 in postage stamps or PVI label here. DO NOT collect a fee if a No-fee money order is issued to the customer. (8) Enter customer s photo ID number and type. (9) Enter post office s finance number, ZIP Code and telephone number ONLY if a No-fee money order is issued. (10) Enter No-Fee money order serial number, issue date, and amount ONLY if a No-Fee money order is issued. (11) Enter post office ID, postal employee s signature, and date. Note: Put the original form in an envelope addressed to the Scanning and Imaging Center (address is located on the front of the form) and mail the same day. Do NOT retain form. 5. Prepare an application and voucher for refund of postage, fees, and services. a. Advise customers when they may be due a refund. (1) Service is not rendered properly. (2) Standard not met by the USPS. b. Prepare PS Form (1) Prepare Parts 1 and 2. (a) Enter customer s name, complete mailing address, and telephone number. (b) Enter amount of refund requested. (c) Customer must read Privacy Act Statement, sign their name and date. (d) Check appropriate block that pertains to reason for refund. (e) Leave Part 2, Verification of Refund, blank unless verification is being made for a spoiled postage meter tape or PVI label. Note: Complete after proof of spoiled postage meter or PVI label is confirmed (see Part 4). (f) Show verification of action made on claim. (2) Prepare Parts 3 thru 5. (a) Enter complete explanation of circumstances for requested refund. Note: If an error was made in producing a postage meter tape or PVI label, clerk will attach spoiled metered tape or label here. (b) Enter number of pieces. Items with same value can be listed collectively. amount. (c) Enter amount of each piece or value of requested refund. If more than one item with the same value is listed, enter that individual (d) Enter amount of postage value. If more than one item with the same value is listed, enter the total of the amounts listed. (e) Enter total postage face value. If multiple items are presented, ensure an accurate total count is made. (f) Enter 0 in this block. (g) Enter total to be refunded; this should be the same as the total postage face value. (h) Supervisor or approval authority (usually the Custodian of Postal Effects (COPE) or Postal Officer) determines justification for refund and signs his/her name and date. (i) Witness signs his/her name and date. Page 6

7 (j) Enter amount of refund which the customer is entitled. (k) LEAVE BLANK. Refunds will not be done locally. (3) Forward completed PS Form 3533 and supporting documents to the Mail Classification Center serving the MPO. Local payments are not authorized at MPOs. (Asterisks indicates a leader performance step.) Evaluation Guidance: Score the Soldier GO if all performance measures are passed (P). Score the Soldier NO GO if any performance measure is failed (F). If the Soldier scores NO GO, show the Soldier what was done wrong and how to do it correctly. Evaluation Preparation: Setup: Evaluate this task in conjunction with other postal tasks. Ensure all necessary postal supplies and equipment are available. Brief Soldier: Tell the Soldier to process claims and inquiries. PERFORMANCE MEASURES GO NO-GO N/A 1. Determined forms required to submit postal service claims and inquiries. a. Identified Notice 4314-C, We Want To Know Card. b. Identified PS Form 1000, Domestic or International Claim. c. Identified PS Form 2856, Damage Report of Insured Parcel and Contents. d. Identified PS Form 3533, Application and Voucher for Refund of Postage and Fees. e. Identified PS Form 6401, Money Order Inquiry. 2. Reported mail theft. a. Defined mail theft. b. Advised customers how to report mail theft. 3. Filed indemnity claims. a. Advised customers when they are eligible to file an indemnity claim. b. Advised customers on indemnity claims filing options. c. Advised customers how to check the status of a claim. d. Advised customers how to file an international claim. e. Advised customers on items needed to file a claim. f. Prepared PS Form g. Prepared PS Form h. Prepared PS Form Prepared a money order inquiry. a. Advised customers on procedures for submitting a money order inquiry. b. Prepared PS Form Prepared an application and voucher for refund of postage, fees, and services. a. Advised customers when they may be due a refund. b. Prepared PS Form Supporting Reference(s): Step Number Reference ID Reference Name Required Primary DMM Domestic Mail Manual Yes No DOD M DoD Postal Manual Yes Yes POM Postal Operations Manual Yes No USPS FORM 1000 Domestic Claim or Registered Mail Inquiry Yes No USPS FORM 3533 Application and Voucher for Refund of Postage and Fees USPS FORM 3831 Receipt for Article(s) Damaged in Mails Yes No USPS FORM 6401 Domestic Money Order Inquiry Yes No Yes No TADSS : None Equipment Items (LIN): None Page 7

8 Materiel Items (NSN) : Step ID NSN LIN Title Qty Computer Workstation Filing Cabinet 4-Drawer 1 Environment: Environmental protection is not just the law but the right thing to do. It is a continual process and starts with deliberate planning. Always be alert to ways to protect our environment during training and missions. In doing so, you will contribute to the sustainment of our training resources while protecting people and the environment from harmful effects. Refer to the current Environmental Considerations manual and the current GTA Environmental-related Risk Assessment card. Safety: In a training environment, leaders must perform a risk assessment in accordance with current Risk Management Doctrine. Leaders will complete the current Deliberate Risk Assessment Worksheet in accordance with the TRADOC Safety Officer during the planning and completion of each task and sub-task by assessing mission, enemy, terrain and weather, troops and support available-time available and civil considerations, (METT-TC). Note: During MOPP training, leaders must ensure personnel are monitored for potential heat injury. Local policies and procedures must be followed during times of increased heat category in order to avoid heat related injury. Consider the MOPP work/rest cycles and water replacement guidelines IAW current CBRN doctrine. Prerequisite Individual Tasks : Task Number Title Proponent Status 805C-LF Provide Postal Security 805C - Adjutant General (Individual) Approved 805C-LF Process Mail 805C - Adjutant General (Individual) Approved 805C-LF Process Domestic Mail 805C - Adjutant General (Individual) Approved 805C-LF Conduct Money Order Business 805C - Adjutant General (Individual) Approved 805C-LF Process Domestic Mail Requiring Special Services 805C - Adjutant General (Individual) Approved 805C-LF Operate a Postal Service Center 805C - Adjutant General (Individual) Approved 805C-LF Process Registered Mail 805C - Adjutant General (Individual) Approved Supporting Individual Tasks : Task Number Title Proponent Status 805C-LF Provide Postal Security 805C - Adjutant General (Individual) Approved Supported Individual Tasks : None Supported Collective Tasks : None Knowledges : Knowledge ID Knowledge Name 805C-K-1262 Know the disposition of PS Form C-K-1261 Know the disposition of PS Form C-K C-K C-K-1265 Know that salvageable items are retained by the Post Office Know that PS Form 6401 is used for Money Order Inquiries Know that PS Form 1000 is used for Registered, Numbered/UnNumbered Insurance and Express Mail 805C-K-1268 Know that sender or addressee may file PS Form C-K-1267 Know that PS Form 3831 is a receipt for articles damaged in the mail 805C-K-1258 Know the disposition of PS Form C-K-1260 Know the disposition of PS Form C-K C-K-1221 Know how to recognize properly completed Postal Forms and Labels Know how to recognize properly addressed letters and parcels 805C-K-1277 Know that the COPE, Claims Clerk and a witness must sign PS Form C-K C-K C-K C-K C-K C-K-1270 Know that PS Form 3533 is used for Express Mail (refund of postage) Know how to lift heavy parcels properly Know that a claim for complete loss may only be filed by the sender Know that PS Form 6401 can be filed anytime Money Order is determined to be lost or missing Know that evicence of value, evidence of insurance and proof of loss is needed to file a claim Know that Express not delivered within time standard claims must be filed at mailing Post Office 805C-K-1275 Know that sender or addressee may file PS Form C-K C-K-1276 Know that it is a customer responsibility to comply with Postal Regulations Know that an original copy of Label 11B is required to file PS Form 3533 for Express mail 805C-K-1273 Know that the USPS will issue all replacement Money Orders off of PS Form 6401 Page 8

9 805C-K-1274 Know that the customer must have Money Order receipt to file PS Form 6401 Skills : Skill ID Skill Name 805C-S-0684 Ability to fill out PS Form C-S-0683 Ability to fill out PS Form C-S-0682 Ability to fill out PS Form C-S-0681 Ability to fill out PS Form C-S-0455 Ability to communicate effectively with customers 805C-S-0073 Ability to read, interpret, and apply the DMM 805C-S-0673 Ability to read and interperet the POM 805C-S-0674 Ability to derermine the nature of a claim or inquiry 805C-S-0675 Ability to determine salvageable value 805C-S-0676 Ability to determine the validity of a claim or inquiry 805C-S-0677 Ability to choose correct form(s) to file a claim 805C-S-0678 Ability to use a copier to reduce or enlarge postal evidence of loss or damage 805C-S-0679 Ability to maintain Claims and Inquiry files system 805C-S-0294 Ability to use APDS 805C-S-0680 Ability to fill out PS Form 1000 Page 9