RESERVE FORCE PAY RESOLUTION PROCESS

[Tony]

OIX GATEWAY NORFOLK VA SUCCESSFUL PROCESSING REPORT: RESERVE FORCE PAY
RESOLUTION PROCESS//
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R 081620Z APR 24 MID120001017330U
FM COMNAVRESFOR NORFOLK VA
TO NAVRESFOR
INFO ASSTSECNAV MRA WASHINGTON DC
CNO WASHINGTON DC
COMNAVPERSCOM MILLINGTON TN
COMNAVRESFORCOM NORFOLK VA
COMNAVAIRFORES SAN DIEGO CA
COMNAVIFORES FORT WORTH TX
COMNAVRESFOR NORFOLK VA
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ALNAVRESFOR 16/24
MSGID/GENADMIN/COMNAVRESFOR NORFOLK VA/N1/APR//
SUBJ/RESERVE FORCE PAY RESOLUTION PROCESS//
REF/A/NAVADMIN/21SEP18//
REF/B/ALNAVRESFOR/17OCT19//
REF/C/ALNAVRESFOR/28JAN22//
REF/D/RESPERSMAN/29AUG22//
NARR/REF A IS NAVADMIN 232/18, WHICH ESTABLISHED THE MYNAVY CAREER
CENTER AS THE TIERED SERVICE HR DELIVERY MODEL FOR ALL SAILORS.
REF B IS ALNAVRESFOR 017/19, WHICH DELINEATED THE PAY AND
TRAVEL CLAIM RESOLUTION PROCESS FOR SAILORS AND ESTABLISHED THE
ECHELON THREE COMMANDER NAVY RESERVE FORCES COMMAND RESERVE PAY
ASSISTANCE TEAM. REF C IS ALNAVRESFOR 006/22, WHICH INTEGRATED
THE NAVY RESERVE FORCE WITH MYNAVY CAREER CENTER THROUGH A MULTI
PHASED PLAN AND DELINEATED THE UPDATED RESERVE PAY RESOLUTION
PROCESS FOR RESERVE SAILORS IN BOTH THE ACTIVE AND RESERVE
COMPONENTS. INLCUDES DEFINITIONS FOR TERMS RELATED TO THIS MESSAGE.
REF D IS RESPERSMAN 7220-010, RESERVE PAY, WHICH ESTABLISHED
POLICY AND PROCEDURES IN THE PROPER ADMINISTRATION AND EXECUTION OF
RESERVE PAY FOR RESERVE SAILORS WHILE IN A DRILL STATUS.//
RMKS/1. This message updates the current Reserve Sailor pay
resolution process by introducing a worksheet to increase resolution
efficiency. To best support Reserve Sailors experiencing pay issues
the Navy Reserve Force has fully integrated with Navy Personnel
Command's My Navy Career Center (MNCC). This integration established
Tier 2 role users to reserve echelon 4 commands, ensuring full
engagement of the Chain of Command (CoC). This integration with MNCC
has helped identify system issues, administrative barriers, and
process alignment issues, enabling improved responsiveness and
resolution for reserve Sailors. Additionally, Navy Reserve
established the Reserve Command Pay and Personnel Administrator
(CPPA) Pro-to-Pro Cell within MNCC to address reserve CPPA questions
with NRA CPPAs.
2. As always, pay issues should be addressed and resolved at the
lowest level possible following the process described in paragraphs
6 and 7. When resolution is not successful at the lowest level,
initial robust and accurate MNCC trouble tickets enable expedited
reviews and resolutions. Close teamwork between reserve Sailors,
reserve unit leadership, and the Naval Reserve Activity (NRA) staff
is critical to optimize ticket submission and resolution.
NRA CPPA/Reserve Pay (RESPAY) clerks will submit trouble tickets on
behalf of Sailors with all required supporting documents and
background information to ensure cases are actionable upon receipt.
3. Effective immediately, all RESPAY trouble tickets will be
submitted to MNCC via the process described in paragraphs 4
through 7 to ensure proper echelon 3 and 4 engagement and that
data metrics are captured to identify trends and issues.
4. Reserve Force MNCC Case Submission Worksheet. All CPPA/RESPAY
clerks will use the Reserve Force MNCC Case Submission Worksheet to
email pay issues to MNCC. This will ensure reserve cases are sent to
respective echelon 4 queues for oversight and action with the
correct stakeholder.
5. CPPA/RESPAY clerks will submit MNCC trouble tickets via email to
askmncc.fct(AT)navy.mil utilizing the 'Reserve Force MNCC Case
Submission Worksheet' and supporting applicable Key Supporting
Documentation (KSD).
6. For reserve Sailors in an Active Duty (AD) status, the AD
command's administrative department and CPPA are the primary pay
Points of Contact (POCs) who will work to resolve pay issues and
engage MNCC as needed. When the AD command is the Sailor's Unit
Mobilization Unit Identification Code (UMUIC) gaining command, the
UMUIC leadership shall also be engaged for assistance.
7. For reserve Sailors in a reserve status, the reserve CoC has
primary responsibilities.
 a. Reserve Sailor:
 (1) Inform the Unit/Training Reserve UIC (TRUIC) CoC of the
pay issue (IDT, bonus, delayed AD pay issue, travel claim, etc.)
immediately upon discovery.
 (2) Engage the NRA CPPA/RESPAY clerk or responsible office.
 (3) If the NRA is unable to resolve locally, confirm that
the NRA submitted an MNCC emailed or a Navy Standard Integrated
Personnel System (NSIPS) trouble ticket on your behalf.
 (4) Engage the NRA for status updates.
Note: Sailors will receive periodic automated updates on case status
when reserve cases are submitted to MNCC.
 b. Unit (TRUIC) CoC (Echelon 6):
 (1) Engage with the impacted reserve Sailor regarding the
case status until fully resolved.
 (2) Engage NRA leadership to ensure awareness and that the
issue has been logged/submitted.
 c. NRA (Echelon 5):
 (1) NRA CPPAs/RESPAY clerks will initiate immediate
corrective action within five business days, per ref (d).
 (2) NRA will, as able, resolve pay issues locally using
available systems/processes (e.g. NSIPS help desk trouble ticket,
MNCC Reserve CPPA Pro-to-Pro Cell).
 (3) If an issue cannot be resolved at the NRA-level or an
NSIPS trouble ticket is taking longer than 14-days to resolve,
escalate the issue by submitting a trouble ticket to MNCC per
paragraph 5.
 d. Echelon 4:
 (1) Ensure immediate corrective action is taken on all
regional MNCC Trouble Tickets in queue.
 (2) Validate supporting documents and forward submitted
MNCC trouble tickets to responsible resolution stakeholders for
action.
 (3) Provide weekly case updates within MNCC Tier II,
ensuring the Sailor and NRA POCs are updated with case status.
 e. CNRFC RPAT (Echelon 3):
 (1) The mission of the RPAT is to advocate for 100%
resolution of all pay-related reserve inquires.
 (2) Review trends to identify system and process
issues to improve pay efficiencies across the force.
 (3) Ensure timely corrective action is taken on all
MNCC trouble tickets forwarded from Echelon 4 queues.
8. Point of contact for Ech 3 and 4 Manpower representatives is
CNRFC RESPAY via "CNRFC N11 and Ech 3/4 Team" in Microsoft Teams.
9. Point of contact for Ech 5 clerks is Ech 4 RESPAY
representative.
10. Released by RADM M. J. Steffen, Deputy Commander, Navy
Reserve Force.//
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