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Tribal Benefit Officer Escalation

NFC offers a Multi Level Help Desk for the Office of Personnel Management (OPM), and Tribal Benefit Officers. The Government Insurance Services Branch, TIPS Help Desk staff will assist with TIPS technical processing issues, TIPS system issues, and reconciliation of CLER discrepancies for the Tribal Benefit Officers.

Any OPM representative, or TBO may contact the GISB Escalation Team, if they feel they have not received satisfactory customer service. In order to escalate an issue, a TBO must first have logged an incident and received a tracking number from the TIPS Help Desk Personnel, which has not been timely and accurately resolved.

Escalations must be presented to the mailbox where they will be researched and responded to by the TIPS Help Desk Personnel. If the issue cannot be resolved by the TIPS Help Desk, the issue will then be assigned in the following order:

TIPS Help Desk Staff Escalation

If the TIPS Help Desk Personnel cannot resolve the issue or answer the question within prescribed time-frames, he/she elevates the issue or question to his/her Unit Supervisor. If the issue cannot be resolved by the Unit Supervisor, the issue will be assigned in the following order:

Last Resort

If, after these steps have been followed, and the customer is still dissatisfied, the issue is moved up the line by the Government Insurance and Collections Directorate (GICD), Associate Director to the Deputy Director of GESD. Escalations must be presented in the order stated in this procedure to be addressed by the appropriate levels of management.

Last Updated / Reviewed: January 24, 2024