FEDERATION NEWS PERSONNEL & ALLOWANCES
– Casework and Complaints The RAF FF has made its first visit to the Service Personnel and Veterans Agency (SPVA) in Glasgow, to meet the small tri-Service team who handle all Personnel & Allowances Casework and Complaints. We learned a lot…
W
e were accompanied by representatives from the Army and Naval Families Federations,
as well as Jeremy Watt from the Children’s Education Advisory Service, who had a particular interest in Continuity of Education Allowance (CEA).
We could not have been given a warmer welcome by Lieutenant Colonel Graham Charge and his team and we were given a frank and open brief about the role of the team and the challenges it faces.
Mindful of their reputation for being an organisation that says ‘no’, staffs were keen to emphasise that they do not create the policy but rather ensure adherence to it. Where casework falls outside current regulations, they can seek exceptional authority from the Centre staffs but are clear of the need to act in the best interests of Defence, balanced against the legitimate entitlements of the individual.
We were surprised to learn that, from a staff of eighteen caseworkers in 2005, the PACCC is now operating with only thirteen staff, of whom only eight are caseworkers who cover all three Services. Casework is on the rise, reflecting the increased expectations of their customer base and the increasingly litigious nature of society, where the rejection of a case often leads to appeal and/or complaint.
albeit most straightforward cases are turned round quickly in order to focus on the more complex ones. In these instances, delays can occur whilst staffs try to contact relevant agencies for appropriate evidence and the team were keen to emphasise their aspirations to meet the needs of the individuals concerned. However, where there is no entitlement within existing regulations, the PACCC team cannot create an entitlement and, where recoveries were required, these must be pursued as PACCC decisions are audited by the National Audit Office, ensuring appropriate control of public funds.
In 2007, the PACCC staffs handled just under 1,800 cases; this year they are predicting over 2,500 cases. Whilst approximately 25% are returned because they are incomplete, they asked us to highlight that they actually approve some 40% of cases. This is of small comfort to those who have had cases, appeals and complaints rejected, but it does place the overall casework in perspective.
We spent time with individual caseworkers to get a better feel for their workload and saw for ourselves the drawers full of cases,
All in all, the visit was a very useful one and we were able to build working relationships with this important group of people. Hopefully, we now have a better understanding of the PACCC function and the constraints within which it works, and this can only help us when advising family members who seek our independent advice on PACCC-related casework.
Many who have called us with PACCC-related concerns know that we always encourage personnel to engage with their local personnel staff and the chain of command to ensure due process is followed. Casework and complaints are always going to be an area of high emotion and we seek to signpost enquirers to the appropriate regulations and the best qualified staff, particularly when dealing with particularly complicated allowances such as CEA.
Why Should YOU Contact the Federation? T
he RAF Families Federation represents the concerns of RAF personnel and their family members on the
issues that affect them as part of a RAF family.
Your views and concerns are put in front of senior RAF and MoD staffs and direct to Ministers.
www.raf-ff.org.uk
The Federation is also invited to sit on steering groups where the views of RAF family members are sought. In these ways the Federation can influence change, where it is needed, for the better.
So whether you’re in uniform yourself or a spouse, a partner, a parent, a child or a sibling of a member of the RAF, the Federation is here to act on your behalf.
If you have something you wish to bring to the Federation’s attention, please call and speak to one of the team on 01780 781650 or email:
enquiries@raf-ff.org.uk
We operate entirely outside the RAF chain of command, so we can always promise an independent and confidential service. Please remember it is your views that are asked for, not ours!
Envoy Winter 2011 21
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