Utilize the PCACS Request for Assistance for all initial routine development requests
to the FO if a reply is expected.
Send the request via PCACS.
The PCACS Request for Assistance includes a space for a PC phone number that the FO can contact if additional information is required. If a reply by fax
would be appropriate, include the PSC fax number in the text of the request.
Show two or three key-words at the start of the text of requests made via PCACS, describing the development issue.
This assists the FO in assigning the request to the proper discipline.
Provide procedural references to justify the development.
Advise the FO if DIRCON has been attempted. If it wasn't, explain why not. If it was, briefly outline the actions taken previously
to secure the information and the outcome of those attempts. This will make it clear
to the FO that procedures have been followed and cut back on FO complaints about PC
technicians not using DIRCON when appropriate.
Include in the text a request that the FO update the PDW1 (development worksheet screen) to indicate status and electronically annotate the
evidence obtained to the EVID (evidence screen), if appropriate. Suggested language
is: “To avoid needless follow-ups, please update PDW1 with status of development and
show completed development on EVID if appropriate.” This language can easily be programmed
as a macro in NS Elite.
Make the second and subsequent follow-ups on routine requests by telephone as opposed to PCACS or fax. Actual person-to-person
communication can be more effective than an electronic message.
Use the MDW when the PC needs to transfer information or instructions to the FO, but does not
need to control for a reply.
If the claimant has appointed a representative, the district office servicing the
area of the principle claimant is the resident office GN 00904.048.
On Paperless issues, prepare a comment for the ACR with the tickle/due date followed by the reason for HOLD. Use the date
for follow up if a response has not been received (the request’s formal due date minus
30 days). This will allow the user an opportunity to extend the request diary before
Prepare the Request for Assistance. Use the “Related Action Record” fields indicating
the SSNX of your ACR. Use the HOLD date plus 30 days as the due date. The longer
period will allow the user to send a follow up or call the other party and extend
the date of the diary as needed. Simply extending the diary WILL NOT send a new message
to the field, and extending a matured diary will simply create a new diary record
linked to the ACR of the extended diary. Taking an extension action of the due date
before maturity will also prevent the generation of an unnecessary diary alert. Send
the source ACR on HOLD to the unit's DHF DEV. When the HOLD date is reached or a reply
is received, the ACR will be routed by the system according to the HOLD instruction.