Only claims adjudicators use the DOTEL procedure because of their in-depth claims
training. In addition, a claim or payment action will be taken based on the telephone
discussion. The FO should identify the need for assistance at the initial interview.
Initiate the call as soon as possible thereafter.
Use of this procedure will:
Reduce claims development and processing time; and
Provide better service to the public.
To avoid an unnecessary priority workload on another office, closely follow the selection
criteria for the use of the procedure.