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R 151522Z MAY 23 MID6844791U
FM MYNAVCAREERCEN MILLINGTON TN
TO AIG 9226
INFO COMNAVPERSCOM MILLINGTON TN
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SUBJ/PAY AND PERSONNEL INFORMATION BULLETIN 23-12//
GENTEXT/REMARKS/1.  Pass to commanding officers, executive officers, senior
enlisted leaders, administrative officers, personnel officers, command pay
and personnel administrators, command career counselors, and disbursing
officers.

2.  The purpose of this message is to announce MyNavy Career Center (MNCC)
expanded capabilities at the Tier 1 level.  Beginning 1 May 2023, MNCC Tier
1 agents within the MNCC Contact Centers located in Millington, TN and Little
Creek, VA will be able to directly assist with and process certain pay
transactions for Sailors.

3.  Project 21 is a military pay (MILPAY) initiative to push the processing
of certain pay transactions to the Tier 1 level, reducing overall workload and
helping Sailors in real time.  The MNCC Contact Centers have skilled Tier 1
agents to process low complexity special pay transactions to include:

    a.  Career Sea Pay (CSP)
    b.  Career Sea Pay Premium (CSPP)
    c.  Clothing Allowance (CMA)
    d.  Combat Zone Tax Exclusion (CZTE)
    e.  Command at Sea Responsibility Pay (CRP)
    f.  Cost of Living Allowance (CONUS COLA)
    g.  Dive Pay/Parachute Pay/Demo Pay (DIVE/DEMO/PP)
    h.  Enlistment Bonus (EB)
    i.  Family Separation Allowance (FSA)
    j.  Flight Deck Duty Pay (FDP)
    k.  Hardship Duty Pay (HDP - M, T and L)
    l.  Hazardous Duty Incentive Pay (HDIP)
    m.  Hostile Fire/Imminent Danger Pay (HFP/IDP)
    n.  Meal Deductions (DN)
    o.  Miscellaneous Hazardous Duty Incentive Pays (HDIPS).  Including
        Parachute, Flight Deck, Demolition, Experimental Stress, Dive and
        Maritime, Visit Board Search and Seizure (VBSS) Duty.
    p.  Missed Meals
    q.  Special Duty Assignment Pay (SDAP)
    r.  Split Pay Option (SPO)
    s.  Submarine Pay (OPS SUB ONLY)

4.  A new interactive voice response (IVR) phone menu option has been added
for Sailors and Command Pay and Personnel Administrators (CPPAs) who contact the
MNCC Contact Center.  Callers will now be able to choose *Special Pay* as a
primary menu options.  The IVR will ask two initial questions (1) If calling
about an *Existing case*, and (2) If calling about a *Special Pay* case.  To
obtain assistance from a skilled Project 21 Tier 1 agent, the caller must
respond with *YES* to both questions.  The caller will then be directly
connected to a skilled Project 21 Tier 1 Agent for assistance.

5.  For general knowledge, the following business rules apply:

    a.  All Project 21 inquiries received via phone, email, or chat must be
regarding an existing Personnel/Pay (PERS/PAY) case submitted by the
CPPA in enterprise Customer Relationship Management.
    b.  If a PERS/PAY case exists, the skilled Tier 1 Agents will close the
auto-generated Human Resources Services Center (HRSC) customer case and
navigate to the PERS/PAY case.  A *closed* HRSC case does not constitute a resolved
PERS/PAY case, and the PERS/PAY case will remain *open* until the
transaction is properly resolved.
    c.  Cases will be reviewed in their entirety to ensure all required Key
Supporting Documents (KSDs) are present.  If required KSDs are missing
or incorrect, Tier 1 Agents will change case status to *CPPA Action
Required* and notify the CPPA.  Tier 1 skilled agents will conduct the initial
processing of the pay transaction if the transaction is in a Submitted status with
correct KSDs.  Cases which are in an Assigned status will be completed by the
Transaction Service Center which is already working the case.
    d.  Project 21 MILPAY transactions will be processed according to
effective date in accordance with MILPAY policy.

6.  Questions regarding pay transactions should be sent to the MNCC Contact
Center team at 1(833)330-6622 or askmncc(at)navy.mil.

7.  Request widest distribution possible.

8.  Released by Rear Admiral Stuart C. Satterwhite, Commander, MyNavy Career
Center.//


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