About AFM

Human Resources

Customer Service Plan

Customer Service Standards: Employee Benefits

Provides technical information to employees, family members, supervisors, and managers, including referrals and assistance in applying for various benefits.

Standards

Maintains open and continuous communication with customers; listens to their needs; provides clear, complete, and correct information; provides feedback and updates as each situation warrants; notifies customers of problems promptly; and sets mutual realistic dates with customers for completion of assignments.

Processes actions by the effective date (once appropriate paperwork is received) to avoid undue financial hardship on the employee and/or family.

Communicates information on changes in laws and regulations. Where changes require new or revised Policies and Procedures, issues interim guidance on changes to customers immediately for their use.

Interprets new laws and regulations, prepares appropriate policy guidance or Policies and Procedures; and communicates information in user-friendly and accessible formats.

Provides retirement calculations. Lets customers know immediately if the response will take longer for reasons beyond our control, such as when requesting records.

Submits retirement cases to the NFC.

Employee Benefits
Action Requested	Typical Time Frame For Completion *
Processes retirement estimates (1 to 5 years)	Within 15 business days of receipt of the retirement request sheet. One retirement estimate per year
Processes retirement applications	Within 30 business days of receipt Employees should submit completed application within 60 business days prior to selected retirement date to the Retirement and Benefits Section
Processes SF-52’s for retirements only	Within 5 business days after receipt
Processes completed disability retirement applications	Within 30 business days of receipt OPM is responsible for approval or disapproval of all cases
Processes death cases Death claims forms sent to beneficiary or applicable person Completed death case processed and notify operation branch	Within 1 business day of notification of the death Within 5 business days
Processes requests for civilian deposit/redeposit	Within 5 business days of receipt
Processes estimates for military deposit Payment request processed	Within 5 business days of the receipt of Estimated Earnings During Military Service Statement submitted by the employee Within 5 business days of receipt of the completed application and payment documents
Processes requests for lump sum annual leave payment (for retirements only)	Within 1 - 2 pay periods after receipt of form AD-581

*Time frames may be altered as a result of changed staffing levels, client requirements, priorities established by management, and/or new policies and procedures.

Actions not submitted in a timely manner will cause delays in processing.