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U.S. Coast Guard 
Pay & Personnel Center
444 S. E. Quincy St.
Topeka, KS 66683-3591

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(785) 339-2200

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PPC-DG-CustomerCare@uscg.mil

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Military Accounts Support (MAS) Branch

E-Mail Templates for PPC Trouble Tickets

  1. Leave Actions (Revised  8/23/2019) (Added an example leave audit worksheet)
  2. Maternity, Parental, or Adoption Leave
  3. Reserve Orders Amendment
  4. Net Pay Variance (NP500 Report)
  5. Pay Audits (Revised  8/23/2019)
  6. Out-of-Range Pay Adjustment(Revised  6/26/2019)

Leave Actions (Other than Maternity, Parental or Adoption)

Revised  05/16/2019

SPOs,

Please use this template - PPC TICKET FOR LEAVE ACTION (1.34 KB) - (Note: CGPortal link. File will open a new e-mail message) when contacting PPC to process a member's lump sum leave (LSL) or adjust a member's leave balance (see the template below if the leave type is maternity, parental or adoption).

Attach a SPO created Comprehensive SPO leave audit worksheet with computations that validates and explains the leave discrepancy. This document is created by the SPO preferably using MS Excel or MS Word. NOTE:  SPO Leave Discrepancy Audit requests that do not contain a comprehensive SPO audit worksheet will be closed by PPC with no action. Here is an example Leave Audit SpreadsheetEXCEL to work fromNew.

The template requires the following information:

1. Attached Leave audit document.

2. Member's Name:

3. Member's EMPLID:

4. Member's Unit:

5. Responsible SPO:

6. Name and EMPLID of the SPO Auditor:

7. Action Requested: Process Lump Sum Leave (LSL) sell ##.# days.

8. Action Requested: Process Leave balance adjustment to add -OR- deduct [CHOOSE ONE] ##.# days.

9. Affected date range: MM/DD/YYYY to MM/DD/YYYY.

10. Number of Leave days earned (during the affected date range): ##.# days.

11. Number of Leave days used (during the affected date range): ##.# days.

12. Number of Leave days sold (during the affected date range): ##.# days.

13. List of dates for any Leave days canceled / denied:

14. Verify Leave Accumulator in Global Pay:  LEAVE ENT_BAL adjustment before changes XX on Calendar Group IDCXXXXX

15. Verify Leave Accumulator in Global Pay:  LEAVE ENT_BAL adjustment after changes XX on Calendar Group IDCXXXXX (updates overnight)

16. Attached Career Intentions Worksheet (CG-2045) - MUST have MBR & CMD valid signatures on or before the effective date of the transaction (i.e. separation, RELAD, EXT, REN, etc.). 

17. Details: (Example: On MM/DD/YYYY, SPO approved...Short-Term RSV Orders ending MM/DD/YYYY, Contract ####, Separation effective MM/DD/YYYY, etc. Please see attached Career Intentions Worksheet [must have MBR & CMD valid signatures on or before the effective date of the transaction].)
 

Maternity, Parental or Adoption Leave

Use this template PPC TICKET FOR MATERNITY, PARENTAL OR ADOPTION LEAVE (CGPortal link, file will open a new e-mail message) when contacting PPC for changes to maternity, parental or adoption leave.

E-MAIL TEMPLATE MATERNITY, PARENTAL AND ADOPTION LEAVE TEMPLATE TICKET: (Effective date MM/DD/YYYY)

1. Member's Name:

2. Member's EMPLID:

3. Member's Unit:

4. Responsible SPO:

5. Name and EMPLID of the SPO Auditor:

6. Action Requested: Process (CHOOSE CAREGIVER LEAVE) FOR ADJUSTMENT ##. # Days.

7. Birth of Dependent submitted DOB MM/DD/YYYY, (Dependent Data must be entered in Direct Access prior to sending this request!).

8. Action Requested: Process Leave balance adjustment to add -OR- deduct [CHOOSE ONE] ##. # Days.

9. Original Date Range of (CHOOSE CAREGIVER LEAVE) date range: MM/DD/YYYY to MM/DD/YYYY.

- Approved on MM/DD/YYYY, by SPO Auditor.

10. New Date Range of (CHOOSE CAREGIVER LEAVE) date range: MM/DD/YYYY to MM/DD/YYYY. 

- Approved on MM/DD/YYYY, by SPO Auditor.

11. Original Date Range of LEAVE before correction: MM/DD/YYYY to MM/DD/YYYY. 

- Approved on MM/DD/YYYY, by SPO Auditor.

12. New Date Range of LEAVE after correction: MM/DD/YYYY to MM/DD/YYYY.

- Approved on MM/DD/YYYY, by SPO Auditor.

13. Verify Leave Accumulator in Global Pay:  LEAVE ENT_BAL adjustment before changes XX on Calendar Group IDCXXXXX

14. Verify Leave Accumulator in Global Pay:  LEAVE ENT_BAL adjustment after changes XX on Calendar Group IDCXXXXX (updates overnight)

15. Details / concise narrative: (Example: On MM/DD/YYYY, SPO approved...changes for PATERNITY LEAVE, effective MM/DD/YYYY, etc. Please see attached leave audit.  Please adjustment leave balance XX days.

Reserve Orders Amendment

SPOs,

Please use this template PPC TICKET FOR RESERVE ORDERS AMENDMENT (1.91 KB) (CGPortal link, file will open a new e-mail message) when contacting PPC to process Reserve Orders Amendment actions that require Job Data corrections. Use of the template will help to ensure the following information is provided:

 

INSTRUCTIONS:  This is a template PPC Ticket designed for Reserve Orders  Amendment actions that require Job Data corrections.  Attach any necessary documentation and ensure valid signatures (i.e. Amendment memo, if not available in Direct Access).  While there may be multiple fields shown below, only fill in the information that has been changed.
NOTE:  There is some Direct Access terminology used below, as follows. 
ROB: Reserve Orders Begin row in Job Data in DA. 
ROE: Reserve Orders End row in Job Data in DA.

####
*Required field.

Greetings:

Request PPC action, as follows: 

*1. Member's Name:
*2. Member's EMPLID:
*3. Name and EMPLID of the SPO Auditor: 
*4. Subject Orders:  Trans ID __________ and type of orders ___________(i.e.
ADT-AT, ADOS-AC, Title 14, Title 10), for MM/DD/YYYY to MM/DD/YYYY. 

**ONLY FILL IN THE INFORMATION BELOW THAT HAS
BEEN CHANGED**


5. SEQ 1 (Starts pay & allowances): 
A. Changed Position Number from _______ to _______.
B. Changed Department Number from _______ to _______.
C. Changed Travel Estimated Date from ________to _____.
D. Changed Travel Actual Date from _________ to _______.

6. SEQ 2 (Reports member to duty station): 
A. Changed Position Number from _______ to _______.
B. Changed Department Number from _______ to _______.
C. Changed Travel Estimated Date from _______ to _______.
D. Changed Travel Actual Date from _______ to _________
7. SEQ 98 (Departs member from duty station):
A. Changed Position Number from _______ to _______.
B. Changed Department Number from _______ to _______.
C. Changed Travel Estimated Date from ________ to _______.
D. Changed Travel Actual Date from ________ to _______.

8. SEQ 99 (Stops pay & allowances):
A. Changed Position Number from _______ to _______.
B. Changed Department Number from ______ to ______.
C. Changed Travel Estimated Date from ______ to ______.
D. Changed Travel Actual Date from _______ to ______.

9. Action Requested (ONLY REQUEST THE ACTIONS THAT ARE NEEDED):  
** These items must be verified by the SPO after the amendment has been approved in Direct Access**
A. ROB row needs Pay Group changed from "USCGR" to "USCG."
B. "Use Pay Group Eligibility" checkbox needs to be unchecked.
C. "Eligibility Group" needs to be changed to (RSV LONG; RSV NOPAY; RSV SHORT1; RSV SHORT2; RSVTITLE10).
D. Job Data rows in between the ROB row and the ROE row need the Work Location to be changed to match the ROB row.  

NOTE:  The ROE row should not need any changes.  The ROE Pay Group should be "USCGR" and Setting for "Use Pay Group Eligibility" should be check-marked, and this should usually be the member's permanent unit that member is returning to. 

10. Remarks:
(Example: On MM/DD/YYYY, SPO amended...Title 14 Reserve Orders to change the end date from MM/DD/YYYY to MM/DD/YYYY, and the Unit was changed from Base Nevermind to Base Awesome.) 

 

Net Pay Variance

INSTRUCTIONS: 

Please use this template PPC Ticket for Pay Variance (1.8KB) (CGPortal link, file will open a new e-mail message) when submitting a PPC ticket for a Net Pay variance discrepancy. If the pay difference has been reviewed by the SPO Auditor and SPO Chief and is determined to be in error, the SPO should make necessary corrections to pay transactions to remedy the error, if possible. After making corrections, if PPC (MAS) action is still required, submit a Customer Care ticket to MAS via PPC Customer Care. The SPO shall attach supporting documentation to the PPC ticket, when applicable.

####

Greetings:

A Net pay variance ticket has been submitted, as follows:

  1. Member rank and name:
  2. Member EMPLID:
  3. Name of pay item:
  4. What is the pay variance from current and previous pay calendars?:
  5. Effective date(s) entered:
  6. The date when the transaction was approved:
  7. Name and EMPLID of the SPO Auditor:
  8. Transaction details:
  9. What action are you requesting PPC to take?:

Trouble Ticket Template for Pay Audits

Please use this template (PPC Ticket for Pay Audit Request) (ZIP file link, unzip and open the file it will open a new e-mail message) when contacting PPC to process a Pay Audit for a member.  The Template requires the following information.

  1. Member’s Name.
  2. Member’s Emplid.
  3. Responsible SPO.
  4. Name and Emplid of the SPO Auditor
  5. Pay Earnings Audit Action Requested:
  6. Affected Date Range:  MM/DD/YYYY to MM/DD/YYYY. (Check to see if Out-of-Range procedures are applicable) Note: CG Portal link, CaC logon is required.
  7. Have In-service Debt (ISD) EABP rows been reviewed and researched per the PPC Element Assignment by Payee user guide?
  8. Has the Understanding Job Data been reviewed and researched for the member in question? Common Examples: ROB/ROE rows for reservists are built and are in the correct pay group, incorrect step increases, incorrect basic pay on compensation tab.
  9. Have the Pay Calculations Results and Element Assignment by Payee (EABP) guides been reviewed and researched for the member in question?
  10. Attach a SPO created Comprehensive SPO audit worksheet with computations that validates and explains the pay discrepancy. This document is created by the SPO preferably using MS Excel or MS Word. NOTE:  SPO Pay Discrepancy Audit requests that do not contain a comprehensive SPO audit worksheet will be closed by PPC with no action. Requests for adjustments to Aviation Service Date, Officer Service Date, DIFOPS, DIFDEN, DIFPRO and/or OPFLY TIME still require Command Endorsement via CG Memo and AVip Worksheet. Career Sea Pay Premium (CSPP) still requires a CSPP Start Date Calculator Spreadsheet and CG-2036, Career Sea Pay Premium Worksheet. Special Duty Pay requires CG-2044, Special Duty Pay Worksheet. Leave inquiries will still require the PPC Ticket for Leave Action.
  11. Details:  Explain the alleged pay discrepancy in detail.

Also, SPOs (and others) may find these worksheets helpful when auditing a member's pay:


E-Mail Template for Out-of-Range Transactions Requiring Pay Adjustments

Introduction

Pay transactions with effective dates more than 24 pay periods in the past (approximately a year) require special handling.

In Range

If a transaction is In Range, the entire affected period is within 24 pay periods or one year.

For instance…if BAH was started for the wrong BAH Quarter Status (like it was started with the without dependents rate instead of the with dependents rate or vice versa) when the member checked in 2 months ago, that correction would be considered In Range. Follow the BAH guide to make the change and the system will automatically correct the appropriate calendars and either create a debt or credit the member.

Out of Range

If a transaction is Out of Range, the affected period includes dates older than 24 pay periods or one year. ALL Out of Range transactions that need a pay adjustment require a PPC Customer Care ticket  (Note:  Do not submit a ticket if there is no pay adjustment needed. For example, a BAH zip code is being corrected from 66684 to 66683, and there is no change in monthly BAH amount the member received. No pay adjustment, do not submit a ticket.).

For instance…if a member divorced over a year ago and had no other dependents and just told their SPO about it (that never happens, right?), that correction would be considered Out of Range. Follow the BAH guide to make the change and the system will correct the most recent 24 pay calendars but a PPC Customer Care ticket must be submitted so all earlier calendars can be manually adjusted by PPC-MAS. The guide specifically tells the user to take screen shots of what the member currently has before making any changes so they can be attached to the trouble ticket. This will assist the pay techs in MAS when they are making their manual adjustments. This is especially critical when you have to delete rows of any kind. Once those deletions are approved by a SPO auditor, they are gone forever. So please remember to include those screen shots with your tickets.

Procedure for Out of Range Transactions

When a SPO enters a pay related transaction with any effective dates that are older than one year (more than 24 pay calendars in the past), Direct Access will not process that transaction - This is defined as an "out of range transaction". The SPO must follow these steps:

  1. Enter the transaction into Direct Access;
  2. Approve the transaction in Direct Access;
  3. If the transaction requires a pay adjustment, submit a ticket to PPC Customer Care with a description and the following information (Note: You can use this Outlook template (CG Portal Link. Logon to the Portal before attempting to open this file) to ensure you include the correct information): 
    1. Member rank and name
    2. Member employee ID
    3. Name of entitlement(s)
    4. Effective date(s) entered
    5. Name and EMPLID of the SPO Auditor
    6. Reason the transaction was submitted out-of-range
    7. Screen shots of any deleted rows
    8. Transaction details
    9. The date when the transaction was approved
    10. Detailed pay adjustment needed (Reminder: If there's no pay adjustment necessary, a ticket isn't necessary). Include CG-2036, Career Sea Pay Premium Worksheet or Special Duty Pay requires CG-2044, Special Duty Pay Worksheet if applicable. 

Additional Information

Review the Global Pay Framework and the Global Pay Terminology topics in the Direct Access / Global Pay Knowledge base to learn more about the payroll process.

Related Resources

Guide: How to take “screen shots” and submit trouble tickets with supporting images.

 

 

 


Military Accounts Support News Updates

March 5, 2021

Transfer season reminders: Household goods, mandatory survey

The 2021 household good (HHG) transportation season will soon be upon us, and with it comes the importance of HHG counseling. To ensure all members have the most success with their movement of HHGs commands are highly encouraged to provide each transferring or separating member with a copy of this ALCOAST and include HHGs counseling on

March 5, 2021

Transfer season reminders: Personally procured moves

The Household Goods (HHG) transportation peak season, which runs from 15 May through 31 Aug, is fast approaching. During peak season it may be difficult to secure a Government-contracted transportation service provider (TSP) that meets the member’s desired packing, pick-up, and delivery dates. If a TSP cannot be contracted, or if a member prefers,

March 4, 2021

2021 PCS Season Household Goods Guidance Issued

Two important messages have been issued providing guidance for those with PCS orders this year.

March 4, 2021

Reservists: new Selected Reserve bonus of up to $10k

The Office of Reserve Resource Management has re-engineered the Selected Reserve (SELRES) bonus process and there are currently approximately 800 reservists who may be eligible for a bonus.

March 3, 2021

Find Answers to Your TRICARE Cost Questions

Have you ever received a medical bill that was higher or lower than you expected it to be? If so, you aren't alone. Health care cost language can often be confusing, and it may not always be clear how much you need to pay for a particular health service. The good news is that familiarizing yourself with cost terms and how your TRICARE plan works, can help you get the most out of your coverage and avoid surprises. To learn more, read the article.

March 3, 2021

Ceremonial Advancements - Flag Voice 540

I am pleased to announce the institution of a Ceremonial Advancement policy to allow Coast Guard enlisted members the best opportunity to plan, prepare, and execute meaningful advancement ceremonies that properly recognize the career milestone of advancing to the next pay grade, while also considering unit operations and Service needs.

March 3, 2021

Here’s how the Personnel Readiness Task Force is working for you

Now finishing its second year, the Personnel Readiness Task Force (PRTF) is a special-assignment, five-person team tackling Coast Guard workforce readiness and retention challenges. The team creates innovative solutions pulled from research, field input, and from the other services.

March 3, 2021

Coast Guard announces April 2021 Body Composition Screening process

The Coast Guard will conduct Body Composition Screenings (BCS) in April, with mitigations to account for COVID-19’s ongoing impact on the workforce. Full policy details were announced in ACN 023/21.

March 2, 2021

Coast Guard adopts DoD form for retired pay accounts

CG Form 4700, Coast Guard, PHS & NOAA Retired Pay Account Worksheet and Survivor Benefit Plan Election is being phased out. Coast Guard, PHS and NOAA personnel will join their DoD counterparts and begin using DD Form 2656, Data for Payment of Retired Personnel to establish their retired pay accounts at the Pay & Personnel Center.

March 2, 2021

Federal Long Term Care Insurance Program (FLTCIP) plan

FLTCIP 3.0 is the current Federal Long Term Care Insurance Program (FLTCIP) plan, available to new applicants. This group long term care insurance plan offers comprehensive coverage, including a stay-at-home benefit and informal care provided by friends and family*, with added premium stability.