1. Purpose. This memorandum issues instructions and guidance for handling requests received at NPRC (MPR) by telephone other than those received through the automated telephone operation or other formalized and approved telephone request systems.
2. Cancellation. NPRC 1865.8E and NPRC 7140.1 are canceled.
3. Reasons for revision. This memorandum is revised to reflect (a) the elimination of telephone operations in several branches; (b) the consolidation and automation of these telephone operations in the Reference Service Support Branch; and (c) the need for all personnel to respond appropriately to telephone inquiries which bypass the automated telephone answering system and other formal telephone request systems established at NPRC.
4. Instructions. The instructions for responding to telephone inquiries, are contained in the attachment.
5. Forms. This memorandum provides for the use of the following forms:
NA Form 13075, Questionnaire about Military
Records
NA Form 13086, Verbal or Telephone Inquiries
Standard Form 180, Request Pertaining
to Military Records
DAVID L. PETREE
Director
1. General. The instructions and guidance provided in this attachment are for use by each NPRC employee when responding to telephone requests which bypass the automated telephone answering system and other formal telephone request systems established at the Center. In responding to these telephone inquiries, keep in mind that VIRTUALLY ALL INQUIRIES RECEIVED AT NPRC FOR INFORMATION FROM RECORDS MUST BE SUBMITTED IN WRITING.
2. Requests for general information.
a. Center Address. The correct mailing address for NPRC (MPR) is:
National Personnel Records Centerb. Release policy. The basic release policies for records located at NPRC are:
(Military Personnel Records)
9700 Page Boulevard
St. Louis, MO 63132-5100
(1) A service person can obtain almost any information contained in his/her record upon written request.c. Freedom of Information Act Requests. Requests made under the provisions of the Freedom of Information Act (FOIA) must be IN WRITING, describe the records needed reasonably well, and indicate clearly that the request is being made under the provisions of the Act.(2) The next of kin (if the veteran is deceased) and many local, state, and federal government offices are authorized to receive most types of information from a military personnel and/or medical record, but the requests must be IN WRITING. Refer to NPRC 1865.16 for the specific release policy governing a specific request.
(3) Other requesters must have a release authorization signed by the veteran or, if the veteran is deceased, the next of kin.
d. Requirements of a release authorization. A release authorization must contain the following elements:
(1) It must be signed by the subject of the record or, if the subject is deceased, by the next of kin;e. Routine requests. If circumstances do not warrant emergency action on the part of NPRC, offer to send the caller a copy of SF 180, Request Pertaining to Military Records, and when appropriate, NA Form 13075, Questionnaire about Military Records.(2) It must be dated and must be one year old or less;
(3) It must clearly specify the types of records to be released and clearly specify the party to whom the records/information can be released; and
(4) It must specify that the subject of the record realizes that his/her military records will be reviewed or photocopied.
3. Requests related to a medical emergency. A medical emergency is considered to be a situation of life-threatening nature in which military personnel and/or medical records are needed for immediate emergency medical treatment. In most cases, the requester will be requesting clinical records. All such calls should initially be handled by a supervisor or lead archives technician. After determining that a medical emergency exists, the call should be transferred as described below based upon which medical facility provided the treatment.
a. Request for treatment records from a Navy facility. Emergency calls requesting information from clinical treatment records of a Navy medical facility are transferred to the Navy Medical Records Liaison Officer located at 9700 Page Boulevard. The Liaison Officer will request the appropriate records.
b. Requests for treatment records from Army or Air Force treatment facilities. Emergency calls requesting information from clinical treatment records of an Army or Air Force treatment facility are transferred to the Organizational Records Section, Army Reference Branch. Requests involving the clinical records of most dependents are referred to the Records Information telephone number at NPRC's Winnebago facility (Commercial 314-425-5761 or FTS 279-5761). If doubt exists regarding the location of the dependent record, refer the caller to the Organizational Records Section, Army Reference Branch (Commercial 314-263-7146 or FTS 273-7146).
c. Information needed to locate clinical treatment (organizational) records. If necessary, obtain the following information to locate clinical treatment records by completing NA Form 13086, Verbal or Telephone Inquiry:
(1) Place of treatmentBe sure to obtain the name of the requester, the medical facility he/she is representing and the FTS or commercial telephone number. Do not accept an Autovon number as the Center does not have access to this telephone system. The time of the call as well as the date should be placed on NA Form 13086. Identify the request as a medical emergency. Should the requester need the medical records (or copies), a written request is necessary.(2) Patient registry number (if available)
(3) Dates of treatment (month and year) (inpatient only)
(4) Type of medical records needed (inpatient, outpatient, or psychiatric).
(5) Patient status (active, retired, VA beneficiary, dependent, etc.). NOTE: For dependents, obtain the sponsor's name and SSAN.
4. Congressional interest telephone request. Congressional inquiries receive first priority handling. All telephone inquiries from the offices of Senators and Members of Congress are transferred to the Special Inquiries Section, Reference Service Support Branch. The Special Inquiries Section handles all Congressional requests directed to this Center.
Requests from other agencies seeking information from this Center or its holdings so the CALLER can respond to a Congressional inquiry are not transferred to the Special Inquiries Section. Inform the caller to submit the request in writing.
5. Follow-up requests. Respond to a caller who is attempting to determine the status of a written inquiry previously sent to this Center by advising the caller of the normal response time to a written request (obtain current response time from the supervisor). If the caller has not received a response at the end of that time, he/she should resubmit the request in writing. If the caller indicates a deadline is near, refer the call to a supervisor or lead archives technician.
6. Requests for records not stored at NPRC. Refer the caller to another office or agency if it can be determined from the information provided that the record is not at NPRC. The chart in figure 1 may be used to determine the location of military personnel and medical records. The chart also provides addresses to which the caller may write. Other references for records location information include the NPRC "Directory of Military Personnel and Related Records" and NPRC 1865.112, External sources of information used in the records reconstruction process. If asked to provide a telephone number, inform the caller that the number is not available at the Center and that a written request will be required.
(NOTE: In emergency situations or where extenuating circumstances exist, provide telephone numbers if available.)
7. Collect calls. NPRC does not accept collect calls from any source.