18 - Program Office Reporting Requirments.docx

Military OneSource Program Policies and Procedures Attachment 18

SUBJECT: PROGRAM OFFICE REPORTING REQUIREMENTS

DATE: 08/31/23

REPORTING REQUIREMENTS. The following specified documents are requirements of the PWS. Nothing in these documents, however, supersedes applicable laws and regulations unless a specific exemption has been obtained.

1. DATA DICTIONARY

1.1 Data Dictionary, provides detailed information about the business data, such as standardized terminology, standard definitions of data elements, their meanings, and allowable values.

1.2 Collaborate with the Program Office to produce the metadata repository (data dictionary) describing the contents, terms and definitions, format, structure of information and the relationship between its elements, based on standardized naming conventions, definitions and terms.

1.3 DATA CATEGORIES

1.3.1 Military Service Categories (Army, Army Reserves, Air Force, Air Force Reserves, Navy, Navy Reserves, Marine Corps, Marine Corps Reserves, Air National Guard, Army National Guard, Expeditionary Civilians, Coast Guard, Coast Guard Activated with Navy)

1.3.2 Status of Military Member Categories (Active Duty, Guard, Reserves, Retired (within 365 days), Retired (between 365+ days), Discharged (within 365 days), Discharged (between 365+ days), Survivor, Expeditionary Civilian, Don’t Know, None of the Above

1.3.3 Demographics by Rank Categories (E1-E4, E5-E6, E7-E9, W1-W2, W3-W5, O1-O3, O4-O6, O7-O10, Cadet-1-2, Cadet-3-4, ROTC-1-2, ROTC-3-4, Don’t Know, N/A, None of the Above)

1.3.4 Affiliation Categories (Service Member, Spouse, Child, Parent, Caregiver, Legal Guardian, DoD Civilian (Expeditionary Workforce) Other Family Member)

1.3.5 How did Participant hear about Military OneSource reporting Categories (i.e. Brochure/Flyer, Casual Outreach, Chaplain, Child/Youth Staff Member, Civilian/Community-based Service Provider, Command, Current MFLC, Family Service Center, Family Member, Family Readiness Group (FRG), Internet e.g. Military OneSource website and/or social media platforms, Medical Staff Member, Military OneSource field consultant, Other/Prior MFLC Presentation, School Staff Member, Service Member, Service Recovery Care Coordinator, Spouse/Partner/Significant Other, Basic Training

2. Military OneSource Report

2.1 Narrative executive summary of work accomplished during the reporting period to include key data highlights for each of the categories, problem areas or issues that have been identified during the period and resolution action taken, if any

2.2 The contractor will provide any informal and formal reports that have been provided to any DoD organization or MC&FP staff during the period. Individual Military Service (Army, Army Reserves, Air Force, Air Force Reserves, Navy, Navy Reserves, Marine Corps, Marine Corps Reserves, Air National Guard, Army National Guard, Expeditionary

Civilians, Coast Guard, Coast Guard Activated with Navy). Branch and installation reports will be prepared and submitted monthly as attachments to the monthly contracting report.

2.3 Utilization information for the current month, percent change from the same month of the previous fiscal year, utilization for the current fiscal year to date, and percent change from fiscal year to date of the previous year, in the following categories

2.4 Call Center Utilization

2.4.1 Incoming phone contacts

2.4.2 Outgoing phone contacts

2.4.3 Incoming email contacts

2.4.4 Outgoing email contacts

2.4.5 Top five reasons to call or go online

2.4.6 Number of Quick Calls and type

2.4.7 Information and Referral Calls

· Top Ten Information and Referral Categories in which Participants request assistance.

· Location (City, State, Country and Closest Installation)

· Military Service (Army, Army Reserves, Air Force, Air Force Reserves, Navy Reserves, Marine Corps, Marine Corps Reserves, Air National Guard, Army National Guard, Expeditionary Civilians, Coast Guard, Coast Guard Activated with Navy)

· Status of Military Member (Active Duty, Guard, Reserves, Retired (within 365 days), Retired (between 365+ days), Discharged (within 365 days), Discharged (between 365+ days), Survivor, Expeditionary Civilian, Don’t Know, None of the Above

· Demographics: Rank (E1-E4, E5-E6, E7-E9, W1-W2, W3-W5, O1-O3, O4-O6, O7-O10, Cadet-1-2, Cadet-3-4, ROTC-1-2, ROTC-3-4, Don’t Know, N/A, None of the Above)

· How did Participant hear about Military OneSource reporting categories (i.e.

Brochure/Flyer, Casual Outreach, Chaplain, Child/Youth Staff Member, Civilian Service Provider, Command, Current MFLC, Family Center, Family Member, Family Readiness Group (FRG), Internet, Medical Staff Member, Military OneSource, Other/Prior MFLC Presentation, School Staff Member, Service Member, Service Recovery Care Coordinator, Spouse/Significant Other, Basic Training

2.4.8 Number of calls requiring translator

· Language requested.

· Type of Service requested for translation: Quick Call, Information and Referral, (face to face, telephonic, online, or video – if applicable) (individual, family and couple), Health and Wellness Coaching, Financial Counseling (face to face and telephonic) Tax Services, Document Translation Services, and Specialty Consultations to include Special Needs Consultation, Wounded Warrior, Elder Care, Education,, Adoption, and Work Life or Spouse Career Education and Opportunities (SECO)

2.5 Case Reports

2.5.1 Number of open and closed cases to include:

· Location (City, State, Country and Closest Installation)

· Military Service (Army, Army Reserves, Air Force, Air Force Reserves, Navy, Navy Reserves, Marine Corps, Marine Corps Reserves, Air National Guard, Army National Guard, Expeditionary Civilians, Coast Guard, Coast Guard Activated with Navy

· Status of Military Member (Active Duty, Guard, Reserves, Retired (within 365 days), Retired (between 365+ days), Discharged (within 365 days), Discharged (between 365+ days), Survivor, Expeditionary Civilian, Don’t Know, None of the Above

- Demographics: Rank (E1-E4, E5-E6, E7-E9, W1-W2, W3-W5, O1-O3, O4-O6, O7- O10, Cadet-1-2, Cadet-3-4, ROTC-1-2, ROTC-3-4, Don’t Know, N/A, None of the Above) Gender, Age, Affiliation (Service Member, Spouse, Child, Parent, Caregiver, Legal Guardian, DoD Civilian (Expeditionary Workforce) Other Family Member)

· Type of Service requested: Non-Medical Counseling (face to face, telephonic, online, or video – if applicable) (individual, family, and couple), Health and Wellness Coaching, Financial Counseling (face to face and telephonic), Tax Services, Document Translation Services, Specialty Consultations (to include Special Needs Consultation, Wounded Warrior, Elder Care, Education, Adoption, Building Healthy Relationships, Peer to Peer, Spouse Relocation and Assistance, New Parent and Work Life), and Spouse Education and Career Opportunities (SECO)

2.5.2 Number of Participants utilizing repeat services to include:

· Type of Service requested: Non-Medical Counseling (face to face, telephonic, online, or video – if applicable) (individual, family and couple), Health and Wellness Coaching, Financial Counseling (face to face and telephonic) Tax Services, Document Translation Services, Specialty Consultations (to include Special Needs Consultation, Wounded Warrior, Elder Care, Education, Adult Disability, Adoption, Building Healthy Relationships, Peer to Peer, New Parent, Work Life, and Spouse Relocation and Transition Assistance), and Spouse Education and Career Opportunities (SECO)

· Location (City, State, Country and Closest Installation)

· Military Service (Army, Army Reserves, Air Force, Air Force Reserves, Navy, Navy Reserves, Marines, Marine Reserves, National Guard (Air or Army), Civilian Expeditionary, Coast Guard, Coast Guard Activated with Navy);

· Status of Military Member (Active Duty, Guard, Reserves, Retired (within 180 days), Retired (between 181-365 days), Discharged (within 180 days), Discharged (between 181-365 days), Survivor, Expeditionary Civilian, Don’t Know, None of the Above

· Demographics: Rank, Gender, Age, Affiliation (Service Member, Family Member Spouse, Family Member Dependent Child, Family Member Dependent Parent, Retiree/Veteran, Non-Dependent Parent, Guardian, DoD Service Provider, or other) and Marital Status (Single, Married, Divorced, Separated, Widow, Widower, Dual Military Career, Single Parent with Custody)

2.5.3 Report by Location by Closest Installation and City and State to include:

· Type of Service requested: Non-Medical Counseling (face to face, telephonic, online, or video – if applicable) (individual, family and couple), Health and Wellness Coaching, Financial Counseling (face to face and telephonic), Tax Services, Document Translation Services, Specialty Consultations (to include Special Needs Consultation, Wounded Warrior, Elder care, Education, Adoption, Building Healthy Relationships, Peer to Peer, Spouse Relocation and Assistance, New Parent and Work Life), and Spouse Education and Career Opportunities (SECO)

· Number of open and closed cases in that location

· Military Service (Army, Army Reserves, Air Force, Air Force Reserves, Navy, Navy Reserves, Marines, Marine Reserves, National Guard (Air or Army), Civilian Expeditionary, Coast Guard, Coast Guard Activated with Navy);

· Status of Military Member (Active Duty, Guard, Reserves, Retired (within 180 days), Retired (between 181-365 days), Discharged (within 180 days), Discharged (between 181-365 days), Survivor, Expeditionary Civilian, Don’t Know, None of the Above Demographics Rank, Gender, Age, Affiliation (Service Member, Family Member Spouse, Family Member Dependent Child, Family Member Dependent Parent, Retiree/Veteran, Non-Dependent Parent, Guardian, DoD Service Provider, or other) and Marital Status (Single, Married, Divorced, Separated, Widow, Widower, Dual Military Career, Single Parent with Custody)

2.5.4 Number of Adverse incidents and summary regarding incident (See Attachment 17 and 24)

2.5.5 Number of Crisis Calls/Duty to Warn/Mandated Report calls that require tracing, law enforcement, emergency medical, or third-party intervention for safety to include:

· Location by Closest Installation and City and State

· Military Service (Army, Army Reserves, Air Force, Air Force Reserves, Navy, Navy Reserves, Marine Corps, Marine Corps Reserves, Air National Guard, Army National Guard, Expeditionary Civilians, Coast Guard, Coast Guard Activated with Navy)

· Status of Military Member (Active Duty, Guard, Reserves, Retired (within 180 days), Retired (between 181-365 days), Discharged (within 180 days), Discharged (between 181-365 days), Survivor, Expeditionary Civilian, Don’t Know, None of the Above

· Demographics: Rank (E1-E4, E5-E6, E7-E9, W1-W2, W3-W5, O1-O3, O4-O6, O7-O10, Cadet-1-2, Cadet-3-4, ROTC-1-2, ROTC-3-4, Don’t Know, N/A, None of the Above) Gender, Age, Affiliation (Service Member, Spouse, Child, Parent, Caregiver, Legal Guardian, DoD Civilian (Expeditionary Workforce) Other Family Member)

2.5.6 Number of Calls Referred to Spouse Education and Career Opportunities Program (SECO) to include:

· Location by Closest Installation and City and State

· Military Service (Army, Army Reserves, Air Force, Air Force Reserves, Navy, Navy Reserves, Marine Corps, Marine Corps Reserves, Air National Guard, Army National Guard, Expeditionary Civilians, Coast Guard, Coast Guard Activated with Navy)

· Status of Military Member (Active Duty, Guard, Reserves, Retired (within 180 days), Retired (between 181-365 days), Discharged (within 180 days), Discharged (between 181-365 days), Survivor, Expeditionary Civilian, Don’t Know, None of the Above

- Demographics: Rank (E1-E4, E5-E6, E7-E9, W1-W2, W3-W5, O1-O3, O4-O6, O7- O10, Cadet-1-2, Cadet-3-4, ROTC-1-2, ROTC-3-4, Don’t Know, N/A, None of the Above) Gender, Age, Affiliation (Service Member, Spouse, Child, Parent, Caregiver, Legal Guardian, DoD Civilian (Expeditionary Workforce) Other Family Member)

2.6 SPECIALTY CONSULTATIONS

2.6.1 WOUNDED WARRIOR

· Number of Cases

· Number of New Cases

· Number of Cases Resolved/Closed

· Number of Cases outside of 96-hour compliance

· Number of Incoming calls to include: transfers from Military OneSource consultants

· Number of Calls directly to WW Hotline #

· Number of Calls to WW Call Back Line transferred from Military OneSource consultant

· Number of Outbound calls

· Categories of Caller Concerns

· Top 3 caller concerns

· Wounded Warrior Survey ratings

· Location by Closest Installation and City and State

· Military Service (Army, Army Reserves, Air Force, Air Force Reserves, Navy, Navy Reserves, Marine Corps, Marine Corps Reserves, Air National Guard, Army National Guard, Expeditionary Civilians, Coast Guard, Coast Guard Activated with Navy)

· Status of Military Member (Active Duty, Guard, Reserves, Retired (within 180 days), Retired (between 181-365 days), Discharged (within 180 days), Discharged (between 181-365 days), Survivor, Expeditionary Civilian, Don’t Know, None of the Above

· Demographics: Rank (E1-E4, E5-E6, E7-E9, W1-W2, W3-W5, O1-O3, O4-O6, O7-O10, Cadet-1-2, Cadet-3-4, ROTC-1-2, ROTC-3-4, Don’t Know, N/A, None of the Above), Gender, Age, Affiliation (Service Member, Spouse, Child, Parent, Caregiver, Legal Guardian, DoD Civilian (Expeditionary Workforce) Other Family Member)

2.6.2 SPECIALTY CONSULTS (ELDER CARE, ADOPTION, SPECIAL NEEDS, EDUCATION, WORK LIFE, SPOUSE TRANSITION AND RELOCATION, BUILDING HEALTHY RELATIONSHIPS, PEER TO PEER, NEW PARENT)

· Number of Specialty Consults and Category (Elder Care, Adoption, Adult Disability, Special Needs, Education, Work Life, Spouse Transition and Relocation, Building Healthy Relationships, Peer to Peer, New Parent)

· For each Specialty Consultation Case Type what category of assistance was required

· For each Specialty Consultation Case Type where were Participants referred

· Location by Closest Installation and City and State

· Military Service (Army, Army Reserves, Air Force, Air Force Reserves, Navy, Navy Reserves, Marine Corps, Marine Corps Reserves, Air National Guard, Army National Guard, Expeditionary Civilians, Coast Guard, Coast Guard Activated with Navy)

· Status of Military Member (Active Duty, Guard, Reserves, Retired (within 180 days), Retired (between 181-365 days), Discharged (within 180 days), Discharged (between 181-365 days), Survivor, Expeditionary Civilian, Don’t Know, None of the Above

- Demographics: Rank (E1-E4, E5-E6, E7-E9, W1-W2, W3-W5, O1-O3, O4-O6, O7- 10, Cadet-1-2, Cadet-3-4, ROTC-1-2, ROTC-3-4, Don’t Know, N/A, None of the Above) Gender, Age, Affiliation (Service Member, Spouse, Child, Parent, Caregiver, Legal Guardian, DoD Civilian (Expeditionary Workforce) Other Family Member)

2.6.3 BULK FULFILLMENT

· Number of Bulk Fulfillment Requests

· Number of Items requested and type of Item (in CSV file format)

· Preferred delivery method used, with justification.

· Requesters Military Service (Army, Army Reserves, Air Force, Air Force Reserves, Navy, Navy Reserves, Marine Corps, Marine Corps Reserves, Air National Guard, Army National Guard, Expeditionary Civilians, Coast Guard, Coast Guard Activated with Navy)

· Requestors Location by Closest Installation and City and State

· Who are the materials for (Service Members, Family Members, Service Providers or all), if Service Members and Family Members - identify Military Affiliation (Service Member, Spouse, Child, Parent, Caregiver, Legal Guardian, DoD Civilian (Expeditionary Workforce) Other Family Member)

· Demographics: Rank (E1-E4, E5-E6, E7-E9, W1-W2, W3-W5, O1-O3, O4-O6, O7-10, Cadet-1-2, Cadet-3-4, ROTC-1-2, ROTC-3-4, Don’t Know, N/A, None of the Above) Gender, Age, Affiliation (Service Member, Spouse, Child, Parent, Caregiver, Legal Guardian, DoD Civilian (Expeditionary Workforce) Other Family Member)

· Identify Organization (Family Service Center, Family Readiness Representative/Officer, Command Representative, Ombudsman, and Office of Survivor Assistance)

2.7 DOCUMENT TRANSLATION SERVICES

· Number of Documents translated per month

· Languages that have been translated from English to Foreign Language;

· Languages that have been translated from Foreign Language to English

· Top 5 types of documents translated (e.g. birth certificates, divorce decrees, leases, diploma, school transcripts, etc.)

· Top 5 Languages translated from English to Foreign language and Foreign

· Language to English

· Location by Closest Installation and City and State

· Military Service (Army, Army Reserves, Air Force, Air Force Reserves, Navy, Navy Reserves, Marine Corps, Marine Corps Reserves, Air National Guard, Army National Guard, Expeditionary Civilians, Coast Guard, Coast Guard Activated with Navy)

· Status of Military Member (Active Duty, Guard, Reserves, Retired (within 180 days), Retired (between 181-365 days), Discharged (within 180 days), Discharged (between 181- 365 days), Survivor, Expeditionary Civilian, Don’t Know, None of the Above

- Demographics: Rank (E1-E4, E5-E6, E7-E9, W1-W2, W3-W5, O1-O3, O4-O6, O7-10, Cadet-1-2, Cadet-3-4, ROTC-1-2, ROTC-3-4, Don’t Know, N/A, None of the Above) Gender, Age, Affiliation (Service Member, Spouse, Child, Parent, Caregiver, Legal Guardian, DoD Civilian (Expeditionary Workforce) Other Family Member)

· Location by state or territory (CONUS) or by country (OCONUS) for utilization of document translation services

· Number of Participants repeating utilization of document translation services after having a closed case in a reporting year

2.8 SCREENING FOR NON-MEDICAL COUNSELING

2.8.1 SCREENING FOR SCOPE

· Number of callers screened for scope

· By Participant’s Presenting Problem

· Top 5 Participant Presenting Problems at initial scope screen

· Number of callers out of scope

· Number of callers out of scope that declined referral, terminated call, accepted referral

· Category that resulted in Participant being out of scope

· Top 5 Categories that place Participant out of scope

· Out of Scope Participants by Location by Closest Installation and City and State

· Out of Scope Participants Military Service (Army, Army Reserves, Air Force, Air Force Reserves, Navy, Navy Reserves, Marine Corps, Marine Corps Reserves, Air National Guard, Army National Guard, Expeditionary Civilians, Coast Guard, Coast Guard Activated with Navy)

· Out of Scope Participants Status of Military Member (Active Duty, Guard, Reserves, Retired (within 180 days), Retired (between 181-365 days), Discharged (within 180 days), Discharged (between 181-365 days), Survivor, Expeditionary Civilian, Don’t Know, None of the Above

· Out of Scope Participants Demographics: Rank (E1-E4, E5-E6, E7-E9, W1-W2, W3-W5, O1-O3, O4-O6, O7-10, Cadet-1-2, Cadet-3-4, ROTC-1-2, ROTC-3-4, Don’t Know, N/A, None of the Above) Gender, Age, Affiliation (Service Member, Spouse, Child, Parent, Caregiver, Legal Guardian, DoD Civilian (Expeditionary Workforce) Other Family Member) Number of callers in scope

2.9 REFERRAL TO MILITARY AND FAMILY LIFE COUNSELING PROGRAM (MFLC)

· Number of callers referred to Military and Family Life Counseling Program and the MFLC Installations Participant’s referred to

· Number of callers screened out for Military and Family Life Counseling due to duty status (e.g. Reservist, Inactive Reservist or Inactive Guard)

· Number of callers screened out for Military and Family Life Counseling Program due to proximity to installation

· Number of callers screened out for Military and Family Life Counseling Program due to refusal of referral

· Participant Location by Closest Installation and City and State

· Military Service (Army, Army Reserves, Air Force, Air Force Reserves, Navy, Navy Reserves, Marine Corps, Marine Corps Reserves, Air National Guard, Army National Guard, Expeditionary Civilians, Coast Guard, Coast Guard Activated with Navy)

· Status of Military Member (Active Duty, Guard, Reserves, Retired (within 180 days), Retired (between 181-365 days), Discharged (within 180 days), Discharged (between 181-365 days), Survivor, Expeditionary Civilian, Don’t Know, None of the Above

- Demographics: Rank (E1-E4, E5-E6, E7-E9, W1-W2, W3-W5, O1-O3, O4-O6, O7- 10, Cadet-1-2, Cadet-3-4, ROTC-1-2, ROTC-3-4, Don’t Know, N/A, None of the Above) Gender, Age, Affiliation (Service Member, Spouse, Child, Parent, Caregiver, Legal Guardian, DoD Civilian (Expeditionary Workforce) Other Family Member)

2.10 REFERRALS

2.10.1 Total referrals to and from Military Treatment Facilities (MTF) to include capture of clinical mental health care referrals to MTFs

· Military Service (Army, Army Reserves, Air Force, Air Force Reserves, Navy, Navy Reserves, Marine Corps, Marine Corps Reserves, Air National Guard, Army National Guard, Expeditionary Civilians, Coast Guard, Coast Guard Activated with Navy)

· Status of Military Member (Active Duty, Guard, Reserves, Retired (within 180 days), Retired (between 181-365 days), Discharged (within 180 days), Discharged (between 181-365 days), Survivor, Expeditionary Civilian, Don’t Know, None of the Above

- Demographics : Rank (E1-E4, E5-E6, E7-E9, W1-W2, W3-W5, O1-O3, O4-O6, O7- 10, Cadet-1-2, Cadet-3-4, ROTC-1-2, ROTC-3-4, Don’t Know, N/A, None of the Above) Gender, Age, Affiliation (Service Member, Spouse, Child, Parent, Caregiver, Legal Guardian, DoD Civilian (Expeditionary Workforce) Other Family Member)

· Participant Location by Closest Installation and City and State

2.10.2 Total referrals to and from TRICARE to include capture of clinical mental health care referrals to MTFs

· Military Service (Army, Army Reserves, Air Force, Air Force Reserves, Navy, Navy Reserves, Marine Corps, Marine Corps Reserves, Air National Guard, Army National Guard, Expeditionary Civilians, Coast Guard, Coast Guard Activated with Navy)

· Status of Military Member (Active Duty, Guard, Reserves, Retired (within 180 days), Retired (between 181-365 days), Discharged (within 180 days), Discharged (between 181-365 days), Survivor, Expeditionary Civilian, Don’t Know, None of the Above Demographics: Rank (E1-E4, E5-E6, E7-E9, W1-W2, W3-W5, O1-O3, O4- O6, O7-10, Cadet-1-2, Cadet-3-4, ROTC-1-2, ROTC-3-4, Don’t Know, N/A, None of the Above), Gender, Age, Affiliation (Service Member, Spouse, Child, Parent, Caregiver, Legal Guardian, DoD Civilian (Expeditionary Workforce) Other Family Member)

· Participant Location by Closest Installation and City and State.

2.10.3 Total referrals to and from Community-based Mental Health Resources/Services

· Military Service (Army, Army Reserves, Air Force, Air Force Reserves, Navy, Navy Reserves, Marine Corps, Marine Corps Reserves, Air National Guard, Army National Guard, Expeditionary Civilians, Coast Guard, Coast Guard Activated with Navy)

· Status of Military Member (Active Duty, Guard, Reserves, Retired (within 180 days), Retired (between 181-365 days), Discharged (within 180 days), Discharged (between 181-365 days), Survivor, Expeditionary Civilian, Don’t Know, None of the above Demographics: Rank (E1-E4, E5-E6, E7-E9, W1-W2, W3-W5, O1-O3, O4- O6, O7-10, Cadet-1-2, Cadet-3-4, ROTC-1-2, ROTC-3-4, Don’t Know, N/A, None of the Above), Gender, Age, Affiliation (Service Member, Spouse, Child, Parent, Caregiver, Legal Guardian, DoD Civilian (Expeditionary Workforce) Other Family Member)

· Location by Closest Installation and City and State.

2.10.4 Total referrals to and from Army, Navy, Marine Corps or Air Force Family Support Programs (e.g. Army Community Service, Fleet and Family Services, Marine Corp Community Services, etc.)

· Military Service (Army, Army Reserves, Air Force, Air Force Reserves, Navy, Navy Reserves, Marine Corps, Marine Corps Reserves, Air National Guard, Army National Guard, Expeditionary Civilians, Coast Guard, Coast Guard Activated with Navy)

· Status of Military Member (Active Duty, Guard, Reserves, Retired (within 180 days), Retired (between 181-365 days), Discharged (within 180 days), Discharged (between 181-365 days), Survivor, Expeditionary Civilian, Don’t Know, None of the Above

· Demographics: Rank (E1-E4, E5-E6, E7-E9, W1-W2, W3-W5, O1-O3, O4-O6, O7-10, Cadet-1-2, Cadet-3-4, ROTC-1-2, ROTC-3-4, Don’t Know, N/A, None of the Above), Gender, Age, Affiliation (Service Member, Spouse, Child, Parent, Caregiver, Legal Guardian, DoD Civilian (Expeditionary Workforce) Other Family Member)

· Participant Location by Closest Installation and City and State.

2.10.5 Total referrals to and from Family Advocacy Program

· Military Service (Army, Army Reserves, Air Force, Air Force Reserves, Navy, Navy Reserves, Marine Corps, Marine Corps Reserves, Air National Guard, Army National Guard, Expeditionary Civilians, Coast Guard, Coast Guard Activated with Navy)

· Status of Military Member (Active Duty, Guard, Reserves, Retired (within 180 days), Retired (between 181-365 days), Discharged (within 180 days), Discharged (between 181-365 days), Survivor, Expeditionary Civilian, Don’t Know, None of the Above

· Demographics: Rank (E1-E4, E5-E6, E7-E9, W1-W2, W3-W5, O1-O3, O4-O6, O7-10, Cadet-1-2, Cadet-3-4, ROTC-1-2, ROTC-3-4, Don’t Know, N/A, None of the Above), Gender, Age, Affiliation (Service Member, Spouse, Child, Parent, Caregiver, Legal Guardian, DoD Civilian (Expeditionary Workforce) Other Family Member)

· Participant Location by Closest Installation and City and State.

2.10.6 Total referrals to and from Sexual Assault Response Coordinator and/or Sexual Harassment & Assualt Response Program (SHARP)

· Military Service (Army, Army Reserves, Air Force, Air Force Reserves, Navy, Navy Reserves, Marine Corps, Marine Corps Reserves, Air National Guard, Army National Guard, Expeditionary Civilians, Coast Guard, Coast Guard Activated with Navy)

· Status of Military Member (Active Duty, Guard, Reserves, Retired (within 180 days), Retired (between 181-365 days), Discharged (within 180 days), Discharged (between 181-365 days), Survivor, Expeditionary Civilian, Don’t Know, None of the Above Demographics: Rank (E1-E4, E5-E6, E7-E9, W1-W2, W3-W5, O1-O3, O4- O6, O7-10, Cadet-1-2, Cadet-3-4, ROTC-1-2, ROTC-3-4, Don’t Know, N/A, None of the Above), Gender, Age, Affiliation (Service Member, Spouse, Child, Parent, Caregiver, Legal Guardian, DoD Civilian (Expeditionary Workforce) Other Family Member) Participant Location by Closest Installation and City and State.

2.10.7 Total referrals to and from Victim Advocacy

· Military Service (Army, Army Reserves, Air Force, Air Force Reserves, Navy, Navy Reserves, Marine Corps, Marine Corps Reserves, Air National Guard, Army National Guard, Expeditionary Civilians, Coast Guard, Coast Guard Activated with Navy)

· Status of Military Member (Active Duty, Guard, Reserves, Retired (within 180 days), Retired (between 181-365 days), Discharged (within 180 days), Discharged (between 181-365 days), Survivor, Expeditionary Civilian, Don’t Know, None of the above Demographics: Rank (E1-E4, E5-E6, E7-E9, W1-W2, W3-W5, O1-O3, O4- O6, O7-10, Cadet-1-2, Cadet-3-4, ROTC-1-2, ROTC-3-4, Don’t Know, N/A, None of the Above), Gender, Age, Affiliation (Service Member, Spouse, Child, Parent, Caregiver, Legal Guardian, DoD Civilian (Expeditionary Workforce) Other Family Member)

· Participant Location by Closest Installation and City and State

2.10.8 Total referrals from other sources (e.g. Command, Chaplain, Wounded Warrior, other service or resource specified)

· Military Service (Army, Army Reserves, Air Force, Air Force Reserves, Navy, Navy Reserves, Marine Corps, Marine Corps Reserves, Air National Guard, Army National Guard, Expeditionary Civilians, Coast Guard, Coast Guard Activated with Navy)

· Status of Military Member (Active Duty, Guard, Reserves, Retired (within 180 days), Retired (between 181-365 days), Discharged (within 180 days), Discharged (between 181-365 days), Survivor, Expeditionary Civilian, Don’t Know, None of the above Demographics: Rank (E1-E4, E5-E6, E7-E9, W1-W2, W3-W5, O1-O3, O4- O6, O7-10, Cadet-1-2, Cadet-3-4, ROTC-1-2, ROTC-3-4, Don’t Know, N/A, None of the Above), Gender, Age, Affiliation (Service Member, Spouse, Child, Parent, Caregiver, Legal Guardian, DoD Civilian (Expeditionary Workforce) Other Family Member)

· Participant Location by Closest Installation and City and State.

2.11 CRISIS, DUTY TO WARN, MANDATED REPORTING

· Number of total cases (Crisis/Duty to Warn/Mandated Report)

· Report to be categorized by Military Service (Army, Army Reserves, Air Force, Air Force Reserves, Navy, Navy Reserves, Marine Corps, Marine Corps Reserves, Air National Guard, Army National Guard, Expeditionary Civilians, Coast Guard, Coast Guard Activated with Navy)

· Location by Closest Installation and City and State

· Brief narrative of situation requiring Crisis/Duty to Warn/Mandated Report to include disposition of case. (e.g. Participant is safe with EMS, Hospital, Police, Family Advocacy, etc.)

· Status of Military Member (Active Duty, Guard, Reserves, Retired (within 180 days), Retired (between 181-365 days), Discharged (within 180 days), Discharged (between 181-365 days), Survivor, Expeditionary Civilian, Don’t Know, None of the Above

· Demographics: Rank (E1-E4, E5-E6, E7-E9, W1-W2, W3-W5, O1-O3, O4-O6, O7-10, Cadet-1-2, Cadet-3-4, ROTC-1-2, ROTC-3-4, Don’t Know, N/A, None of the Above), Gender, Age, Affiliation (Service Member, Spouse, Child, Parent, Caregiver, Legal Guardian, DoD Civilian (Expeditionary Workforce) Other Family Member)

2.12 NON-MEDICAL COUNSELING

2.12.1 OVERALL NON-MEDICAL COUNSELING UTILIZATION

· Total Number of referrals to Military OneSource Non-Medical Counseling and type (Individual, Couple, or Family) and Modality (Face to Face, Telephonic, Online, or Video):

· Military Service (Army, Army Reserves, Air Force, Air Force Reserves, Navy, Navy Reserves, Marine Corps, Marine Corps Reserves, Air National Guard, Army National Guard, Expeditionary Civilians, Coast Guard, Coast Guard Activated with Navy)

· Status of Military Member (Active Duty, Guard, Reserves, Retired (within 180 days), Retired (between 181-365 days), Discharged (within 180 days), Discharged (between 181-365 days), Survivor, Expeditionary Civilian, Don’t Know, None of the Above

· Demographics: Rank (E1-E4, E5-E6, E7-E9, W1-W2, W3-W5, O1-O3, O4-O6, O7-10, Cadet-1-2, Cadet-3-4, ROTC-1-2, ROTC-3-4, Don’t Know, N/A, None of the Above), Gender, Age, Affiliation (Service Member, Spouse, Child, Parent, Caregiver, Legal Guardian, DoD Civilian (Expeditionary Workforce) Other Family Member)

· Participant Location by Closest Installation and City and State.

· Total Number of Newly Opened Cases and type (Individual, Couple or Family) and Modality (Face to Face, Telephonic, Online, or Video) :

· Military Service (Army, Army Reserves, Air Force, Air Force Reserves, Navy, Navy Reserves, Marine Corps, Marine Corps Reserves, Air National Guard, Army National Guard, Expeditionary Civilians, Coast Guard, Coast Guard Activated with Navy)

· Status of Military Member (Active Duty, Guard, Reserves, Retired (within 180 days), Retired (between 181-365 days), Discharged (within 180 days), Discharged (between 181-365 days), Survivor, Expeditionary Civilian, Don’t Know, None of the Above

· Demographics: Rank (E1-E4, E5-E6, E7-E9, W1-W2, W3-W5, O1-O3, O4-O6, O7-10, Cadet-1-2, Cadet-3-4, ROTC-1-2, ROTC-3-4, Don’t Know, N/A, None of the Above), Gender, Age, Affiliation (Service Member, Spouse, Child, Parent, Caregiver, Legal Guardian, DoD Civilian (Expeditionary Workforce) Other Family Member)

· Participant Location by Closest Installation and City and State.

· Top 5 primary Participant issues, identified by applicable v-code categories, for Non-Medical Counseling.

· Total Number of Cases Open in Progress and type (Individual, Couple, or Family and Modality (Face to Face, Telephonic, Online, or Video):

· Military Service (Army, Army Reserves, Air Force, Air Force Reserves, Navy, Navy Reserves, Marine Corps, Marine Corps Reserves, Air National Guard, Army National Guard, Expeditionary Civilians, Coast Guard, Coast Guard Activated with Navy)

· Status of Military Member (Active Duty, Guard, Reserves, Retired (within 180 days), Retired (between 181-365 days), Discharged (within 180 days), Discharged (between 181-365 days), Survivor, Expeditionary Civilian, Don’t Know, None of the Above

· Demographics: Rank (E1-E4, E5-E6, E7-E9, W1-W2, W3-W5, O1-O3, O4-O6, O7-10, Cadet-1-2, Cadet-3-4, ROTC-1-2, ROTC-3-4, Don’t Know, N/A, None of the Above), Gender, Age, Affiliation (Service Member, Spouse, Child, Parent, Caregiver, Legal Guardian, DoD Civilian (Expeditionary Workforce) Other Family Member)

· Participant Location by Closest Installation and City and State

· Total Number of Cases Closed and type (Individual, Couple, or Family) and Modality (Face to Face, Telephonic, Online, or Video):

· Military Service (Army, Army Reserves, Air Force, Air Force Reserves, Navy, Navy Reserves, Marine Corps, Marine Corps Reserves, Air National Guard, Army National Guard, Expeditionary Civilians, Coast Guard, Coast Guard Activated with Navy)

· Status of Military Member (Active Duty, Guard, Reserves, Retired (within 180 days), Retired (between 181-365 days), Discharged (within 180 days), Discharged (between 181-365 days), Survivor, Expeditionary Civilian, Don’t Know, None of the Above

· Demographics: Rank (E1-E4, E5-E6, E7-E9, W1-W2, W3-W5, O1-O3, O4-O6, O7-10, Cadet-1-2, Cadet-3-4, ROTC-1-2, ROTC-3-4, Don’t Know, N/A, None of the Above), Gender, Age, Affiliation (Service Member, Spouse, Child, Parent, Caregiver, Legal Guardian, DoD Civilian (Expeditionary Workforce) Other Family Member)

· Participant Location by Closest Installation and City and State.

2.12.2 Total Number of Participant No Shows and Modality (Face to Face, Telephonic, Online, or Video)

· Total Number of Participants referred for Non-Medical Counseling that have not utilized referral and Modality (Face to Face, Telephonic, Online, or Video)

· Disposition of Case at Closure and type (Individual, Couple or Family) and Modality (Face to Face, Telephonic, Online, or Video) (e.g. Participant Met Goals, Partially Met Goals, Goals not Met, Discontinued Counseling):

· Military Service (Army, Army Reserves, Air Force, Air Force Reserves, Navy, Navy Reserves, Marine Corps, Marine Corps Reserves, Air National Guard, Army National Guard, Expeditionary Civilians, Coast Guard, Coast Guard Activated with Navy)

· Status of Military Member (Active Duty, Guard, Reserves, Retired (within 180 days), Retired (between 181-365 days), Discharged (within 180 days), Discharged (between 181-365 days), Survivor, Expeditionary Civilian, Don’t Know, None of the Above

· Demographics: Rank (E1-E4, E5-E6, E7-E9, W1-W2, W3-W5, O1-O3, O4-O6, O7-10, Cadet-1-2, Cadet-3-4, ROTC-1-2, ROTC-3-4, Don’t Know, N/A, None of the Above), Gender, Age, Affiliation (Service Member, Spouse, Child, Parent, Caregiver, Legal Guardian, DoD Civilian (Expeditionary Workforce) Other Family Member)

· Participant Location by Closest Installation and City and State

2.12.3 Total Number of Participants receiving Non-Medical Counseling that required referral for a higher level of care

· Military Service (Army, Army Reserves, Air Force, Air Force Reserves, Navy, Navy Reserves, Marine Corps, Marine Corps Reserves, Air National Guard, Army National Guard, Expeditionary Civilians, Coast Guard, Coast Guard Activated with Navy)

· Status of Military Member (Active Duty, Guard, Reserves, Retired (within 180 days), Retired (between 181-365 days), Discharged (within 180 days), Discharged (between 181-365 days), Survivor, Expeditionary Civilian, Don’t Know, None of the Above

· Demographics: Rank (E1-E4, E5-E6, E7-E9, W1-W2, W3-W5, O1-O3, O4-O6, O7-10, Cadet-1-2, Cadet-3-4, ROTC-1-2, ROTC-3-4, Don’t Know, N/A, None of the Above), Gender, Age, Affiliation (Service Member, Spouse, Child, Parent, Caregiver, Legal Guardian, DoD Civilian (Expeditionary Workforce) Other Family Member)

· Participant Location by Closest Installation and City and State

2.12.4 Participants requiring a higher “level of care” (e.g. clinical counseling, assessment, medication management, treatment/therapy, etc.) where network provider referred Participant to (e.g. Military Treatment Facility, Hospital, Substance Abuse Program, etc.)

2.12.5 Number of Participants repeating utilization of non-medical counseling after having a closed case

· Military Service (Army, Army Reserves, Air Force, Air Force Reserves, Navy, Navy Reserves, Marine Corps, Marine Corps Reserves, Air National Guard, Army National Guard, Expeditionary Civilians, Coast Guard, Coast Guard Activated with Navy)

· Status of Military Member (Active Duty, Guard, Reserves, Retired (within 180 days), Retired (between 181-365 days), Discharged (within 180 days), Discharged (between 181-365 days), Survivor, Expeditionary Civilian, Don’t Know, None of the Above

· Demographics: Rank (E1-E4, E5-E6, E7-E9, W1-W2, W3-W5, O1-O3, O4-O6, O7-10, Cadet-1-2, Cadet-3-4, ROTC-1-2, ROTC-3-4, Don’t Know, N/A, None of the Above), Gender, Age, Affiliation (Service Member, Spouse, Child, Parent, Caregiver, Legal Guardian, DoD Civilian (Expeditionary Workforce) Other Family Member)

· Participant Location by Closest Installation and City and State.

· Average number of Non-Medical counseling sessions utilized per participant per Modality (i.e. in-person, telephonic, web based, video.) per month.

· Location of participant requesting non-medical counseling and which modality requested (Face to face, web-based, or video)

2.13 FACE TO FACE COUNSELING IN MILITARY ONESOURCE NETWORK

· Number of referrals to face to face Non-Medical Counseling.

· Number of face-to-face Non-Medical Counseling sessions were conducted:

· Military Service (Army, Army Reserves, Air Force, Air Force Reserves, Navy, Navy Reserves, Marine Corps, Marine Corps Reserves, Air National Guard, Army National Guard, Expeditionary Civilians, Coast Guard, Coast Guard Activated with Navy)

· Status of Military Member (Active Duty, Guard, Reserves, Retired (within 180 days), Retired (between 181-365 days), Discharged (within 180 days), Discharged (between 181-365 days), Survivor, Expeditionary Civilian, Don’t Know, None of the above Demographics: Rank (E1-E4, E5-E6, E7-E9, W1-W2, W3-W5, O1-O3, O4-O6, O7-10, Cadet-1-2, Cadet-3-4, ROTC-1-2, ROTC-3-4, Don’t Know, N/A, None of the Above), Gender, Age, Affiliation (Service Member, Spouse, Child, Parent, Caregiver, Legal Guardian, DoD Civilian (Expeditionary Workforce) Other Family Member)

· Participant Location by Closest Installation and City and State

· Average distance of network of Non-Medical Network Counselor from Participant

2.14 PSYCHOEDUCATIONAL GROUP NON-MEDICAL COUNSELING SESSIONS/WEBINARS

· Number of referrals to Group Non-Medical Counseling sessions/webinars

· Number of face-to-face Group Non-Medical Counseling sessions/webinars were conducted:

· Military Service (Army, Army Reserves, Air Force, Air Force Reserves, Navy, Navy Reserves, Marine Corps, Marine Corps Reserves, Air National Guard, Army National Guard, Expeditionary Civilians, Coast Guard, Coast Guard Activated with Navy)

· Status of Military Member (Active Duty, Guard, Reserves, Retired (within 180 days), Retired (between 181-365 days), Discharged (within 180 days), Discharged (between 181-365 days), Survivor, Expeditionary Civilian, Don’t Know, None of the above Demographics: Rank (E1-E4, E5-E6, E7-E9, W1-W2, W3-W5, O1-O3, O4-O6, O7-10, Cadet-1-2, Cadet-3-4, ROTC-1-2, ROTC-3-4, Don’t Know, N/A, None of the Above), Gender, Age, Affiliation (Service Member, Spouse, Child, Parent, Caregiver, Legal Guardian, DoD Civilian (Expeditionary Workforce) Other Family Member)

· Participant Locations by Closest Installation and City and State

2.14 HEALTH AND WELLNESS COACHING

· Number of referrals for health and wellness coaching and focus areas: (Weight Management, Fitness & Exercise, Healthy Eating Habits, General Health & Wellness and Military Physical Fitness Test.) and Modality (Telephonic or Online)

· Number of Online coaching sessions conducted

· Number of Telephonic coaching sessions conducted

· Military Service (Army, Army Reserves, Air Force, Air Force Reserves, Navy, Navy Reserves, Marine Corps, Marine Corps Reserves, Air National Guard, Army National Guard, Expeditionary Civilians, Coast Guard, Coast Guard Activated with Navy)

· Status of Military Member (Active Duty, Guard, Reserves, Retired (within 180 days), Retired (between 181-365 days), Discharged (within 180 days), Discharged (between 181-365 days), Survivor, Expeditionary Civilian, Don’t Know, None of the above Demographics: Rank (E1-E4, E5-E6, E7- E9, W1-W2, W3-W5, O1-O3, O4-O6, O7-10, Cadet-1-2, Cadet-3-4, ROTC-1-2, ROTC-3-4, Don’t Know, N/A, None of the Above) Gender, Age, Affiliation (Service Member, Spouse, Child, Parent, Caregiver, Legal Guardian, DoD Civilian (Expeditionary Workforce) Other Family Member)

· Participant Location by Closest Installation and City and State

2.14.1 On-demand Group Health and Wellness Coaching

· Number of referrals for on demand group health and wellness coaching and focus areas: (Weight Management, Fitness & Exercise, Healthy Eating Habits, General Health & Wellness and Military Physical Fitness Test) and Modality ( Online or Face to Face)

· Number of Online Group coaching sessions conducted

· Number of Face to Face Group coaching sessions conducted

· Military Service (Army, Army Reserves, Air Force, Air Force Reserves, Navy, Navy Reserves, Marine Corps, Marine Corps Reserves, Air National Guard, Army National Guard, Expeditionary Civilians, Coast Guard, Coast Guard Activated with Navy)

· Status of Military Members (Active Duty, Guard, Reserves, Retired (within 365 days), Retired (between 365+ days), Discharged (within 365 days), Discharged (between 365+ days), Survivor, Expeditionary Civilian, Don’t Know, None of the above Demographics: Rank (E1-E4, E5-E6, E7- E9, W1-W2, W3-W5, O1-O3, O4-O6, O7-10, Cadet-1-2, Cadet-3-4,

· ROTC-1-2, ROTC-3-4, Don’t Know, N/A, None of the Above)

· Gender, Age, Affiliation (Service Member, Spouse, Child, Parent, Caregiver, Legal Guardian, DoD Civilian (Expeditionary Workforce) Other Family Member)

· Participants Location by Closest Installation and City and State

· Average number of Health and Wellness sessions utilized for cases closed during reported month. (Group Face to Face and Online)

· Number of No Shows per month per session

· Top 5 reasons for requesting On Demand Group Health & Wellness Coaching

· Number of Participants at Group Closure (Met Goals, Partially Met Goals, and Goals not Met, Discontinued Coaching)

2.14.1 Average number of Health and Wellness sessions utilized for cases closed during reported month. (Telephonic and Online)

2.14.2 Number of No Shows per month

2.14.3 Top 5 reasons for requesting Health & Wellness Coaching

2.14.4 Number of Participants at Case Closure (Met Goals, Partially Met Goals, and Goals not Met, Discontinued Coaching)

2.15 FINANCIAL COUNSELING

2.15.1 Number of Referrals for Financial Counseling and modality (Face to Face or Telephonic)

2.15.2 Number of Face-to-Face Financial Counseling sessions conducted

2.15.3 Number of Telephonic Financial Counseling sessions conducted

2.15.3.1 Military Service (Army, Army Reserves, Air Force, Air Force Reserves, Navy, Navy Reserves, Marine Corps, Marine Corps Reserves, Air National Guard, Army National Guard, Expeditionary Civilians, Coast Guard, Coast Guard Activated with Navy)

2.15.3.2 Status of Military Member (Active Duty, Guard, Reserves, Retired (within 180 days), Retired (between 181-365 days), Discharged (within 180 days), Discharged (between 181-365 days), Survivor, Expeditionary Civilian, Don’t Know, None of the above Demographics: Rank (E1-E4, E5-E6, E7-E9, W1-W2, W3-W5, O1-O3, O4-O6, O7-10, Cadet-1-2, Cadet-3-4, ROTC-1-2, ROTC-3-4, Don’t Know, N/A, None of the Above), Gender, Age, Affiliation (Service Member, Spouse, Child, Parent, Caregiver, Legal Guardian, DoD Civilian (Expeditionary Workforce) Other Family Member)

2.15.3.3 Participant Location by Closest Installation and City and State

2.15.4 Average distance of Face-to-Face Network Financial Counselor from participant’s residence

2.15.5 Average number of Financial Counseling sessions utilized for cases closed during a reported month. (Face to Face and Telephonic

2.15.6 Number of No Shows per month

2.15.7 Top Five reasons for requesting Financial Counseling

2.15.8 Number of Participants at Case Closure (Met Goals, Partially Met Goals, and Goals not Met, Discontinued Financial Counseling)

2.16 OUTREACH, ON-DEMAND

2.16.1 Community capacity by type

2.16.2 Events supported by type

2.16.3 Attendees at supported events by branch and component

2.16.4 Events receiving State Consultants and Outreach Assistants

2.16.5 Events receiving other staff/contractor support

2.16.6 Events supported by materials only

2.16.7 Number of presentation.

2.16.8 Number of presentation attendees

2.16.9 Total number of events

2.16.10 Attendees at Yellow Ribbon events

2.16.11 Attendees at Pre, During Post deployment events

2.16.12 Total number of Yellow Ribbon events

2.16.13 Total number of Pre, During Post events

2.16.14 Attendees at Family, Unit, Military Leadership, Training and other events

2.16.15 Number of outreach encounter.

2.16.16 Number of outreach attendee.

2.16.17 Number of Partnership meetings & attendees

2.16.18 Number of Collaborative meetings & attendees

2.16.19 Total Community Capacity Encounters & Attendees

2.16.20 Information & Referral Encounters & Attendees

2.16.21 Service member & family members

2.16.22 Professional Support encounters & attendees

2.16.23 Military leaders & military service providers

2.16.24 Civilian service providers

2.16.25 Total direct support activities & attendees

2.17 EDUCATIONAL MATERIALS

2.17.1 Number Ordered through call center

2.17.2 Number Ordered online

2.17.3 Top 5 Products and or Items requested

2.17.4 Material listing with Item description, type of material, available quantity, and 12 month rotating distribution totals

2.17.4.1 Military Service (Army, Army Reserves, Air Force, Air Force Reserves, Navy, Navy Reserves, Marine Corps, Marine Corps Reserves, Air National Guard, Army National Guard, Expeditionary Civilians, Coast Guard, Coast Guard Activated with Navy)

2.17.4.2 Status of Military Member (Active Duty, Guard, Reserves, Retired (within 180 days), Retired (between 181-365 days), Discharged (within 180 days), Discharged (between 181-365 days), Survivor, Expeditionary Civilian, Don’t Know, None of the Above

2.17.4.3 Demographics: Rank (E1-E4, E5-E6, E7-E9, W1-W2, W3-W5, O1- O3, O4-O6, O7-10, Cadet-1-2, Cadet-3-4, ROTC-1-2, ROTC-3-4, Don’t Know, N/A, None of the Above), Gender, Age, Affiliation (Service Member, Spouse, Child, Parent, Caregiver, Legal Guardian, DoD Civilian (Expeditionary Workforce) Other Family Member)

2.17.4.4 Participant Location by Closest Installation and City and State

2.18 TAX SERVICES

2.18.1 Number of calls

2.18.2 Number of Federal returns filed, additionally, include the number of returns filed by Military Service, and Status of Military Member.

2.18.3 Number of State returns filed, additionally, include the number of returns filed by Military Service, and Status of Military Member.

2.18.4 Total number of returns filed FYTD, additionally, include the number of returns filed by Military Service, and Status of Military Member.

2.18.5 Military Service (Army, Army Reserves, Air Force, Air Force Reserves, Navy, Navy Reserves, Marine Corps, Marine Corps Reserves, Air National Guard, Army National Guard, Expeditionary Civilians, Coast Guard, Coast Guard Activated with Navy)

2.18.6 Status of Military Member (Active Duty, Guard, Reserves, Retired (within 180 days), Retired (between 181-365 days), Discharged (within 180 days), Discharged (between 181-365 days), Survivor, Expeditionary Civilian, Don’t Know, None of the above Demographics: Rank (E1-E4, E5-E6, E7-E9, W1-W2, W3-W5, O1-O3, O4-O6, O7-10, Cadet-1-2, Cadet-3-4, ROTC-1-2, ROTC-3-4, Don’t Know, N/A, None of the Above), Gender, Age, Affiliation (Service Member, Spouse, Child, Parent, Caregiver, Legal Guardian, DoD Civilian (Expeditionary Workforce) Other Family Member)

2.18.7 Participant Location by Closest Installation and City and State

2.19 SERVICE REPORTS (Annual Service specific reports shall also be provided.)

2.19.1 Service Component Participant Utilization Reports for (Army, Army Reserves, Air Force, Air Force Reserves, Navy, Navy Reserves, Marine Corps, Marine Corps Reserves, Air National Guard, Army National Guard, USAREC, MCRC, Civilian Expeditionary Civilians, Coast Guard, Coast Guard Activated with Navy) to include:

· Type of service (Non-Medical Counseling (face to face, telephonic, online, or video), Health and Wellness Coaching (Telephonic or Online), Financial Counseling (face to face or telephonic), Tax Services, Document Translation Services, and Specialty Consultations to include: (Special Needs Consultation, Wounded Warrior, Elder Care, Education, Adult Disability, Adoption, Building Healthy Relationships, Peer to Peer, Spouse Relocation and Transition Assistance, New Parent, and Work Life.) Information and Referral, Spouse Education and Career Opportunities (SECO) and all Quick Calls

· Crisis, Duty to Warn, Mandated Report Summaries, by Service and Installation

· Number of open, in progress, closed and unused referrals (i.e. no shows)

· Location (City, State, Country and Closest Installation)

· Status of Military Member (Active Duty, Guard, Reserves, Retired (within 180 days), Retired (between 181-365 days), Discharged (within 180 days), Discharged (between 181-365 days), Survivor, Expeditionary Civilian, Don’t Know, None of the above Demographics: Rank, Gender, Age, Affiliation (Service Member, Spouse, Child, Parent, Caregiver, Legal Guardian, DoD Civilian (Expeditionary Workforce) Other Family Member)

2.20 SLA/QCP REPORT SHOULD INCLUDE BUT NOT BE LIMITED TO:

2.20.1 Customer recovery

2.20.2 Number of Complaints escalated and resolved

2.20.3 Report of SLA measures and metrics provided by contractor-on-contractor quality and performance improvement measures

2.20.4 Personnel and Training

2.20.5 Position Management Report

2.20.6 Network Status Report

2.20.7 Reference SLA

2.20.8 Submission of initial State Plan of Support from State Consultants within 3 months of award

2.20.9 Annual submission of State Plan of Support from State Consultants within 60 days after the…