What are the responsibilities of the Casualty Assistance Officer?

Answer 1

Per AR 600-8-1:

Chapter 2-16. Casualty assistance officer

The CAO represents the SA. The CAO's role is dependent upon the needs of the assigned beneficiary or family member. Refer to chapter 6 for specific guidance. The CAO will-

a. Be courteous, helpful, and compassionate toward the NOK while performing this sensitive mission.

b. Be trained and certified to perform this sensitive mission prior to conducting an actual CAO assignment.

c. Assist and counsel the PNOK or other designated beneficiary on all matters pertaining to the deceased.

Additionally and specifically:-7. Role of the casualty assistance officer

a. The CAO will assist and counsel the PNOK on all matters pertaining to the deceased. The CAO as a minimum will-

(1) Communicate directly with the person making the personal notification to help ensure the first and subsequent contacts with the NOK are productive.

(2) Call the NOK within 4 hours (but not between 10 p.m. and 6 a.m.) following initial notification to schedule an appointment to visit the PNOK. The NOK will expect the telephone call, so any delay will cause them needless anxiety. Timing of the first visit should be based on the desires of the PNOK. Comply with any request to wait to have the first visit.

(3) Obtain a copy of a divorce decree, if applicable.

(4) Obtain a valid 45-day residence address and mailing address, if different from the residence address. Also, obtain additional information on dependents (children), not previously reported.

(5) Determine the immediate needs or problems facing the NOK and render prompt, courteous, and sympathetic assistance.

(6) Direct all inquiries on non-recovered remains or validity of identification of remains to CMAOC.

(7) When the PNOK is a surviving spouse, or the designated natural parents when there is no spouse or children, advise the PNOK of the status of the death gratuity payment. Assist in the payment of that gratuity.

(8) Initiate a CAO log.

(9) Arrange for emergency financial assistance with the AER and American Red Cross, if needed.

(10) Assist in arranging for military honors for the funeral, if desired by the PADD.

(11) When the decedent was married, also pass pertinent information regarding the return of the remains, the funeral arrangements, and similar information to the surviving parents and to the decedent's children by a former marriage (or their guardian).

(12) Advise the NOK of monetary benefits and entitlements for which they are eligible. Use local facilities, such as the Legal Assistance Office and Government copying equipment, in developing or supporting claims for benefits. When possible, use the DVA and SSA expedited benefits processing call centers or accompany the NOK to the Veterans Benefits Office and the SSA to discuss Survivor benefits and to assist in completing applications for benefits.

(13) Advise the NOK that DFAS will mail claim forms for unpaid pay and allowances, with instructions for completion, to the designated beneficiaries.

(14) Inform NOK who are family members about the period of entitlement for transporting and shipping household goods and about procedures for requesting extension of entitlements (AR 55-46).

(15) Immediately notify CMAOC and the CAC of any move the NOK makes or contemplates. Include both the old and the new addresses and the effective date of the move in the notification, and record this information on the CAO AAR.

(16) Immediately inform CMAOC if the NOK requests a letter of sympathy from the deceased Soldier's unit CDR, in cases when another official would normally prepare the letter.

(17) When a death occurs in a combat zone make the NOK aware of section 2201of the Internal Revenue Services (IRS) code. This code grants forgiveness of all income tax for the year of death and any prior taxable year ending on or after the first day the member served in the combat zone. The CMAOC will certify the DD Form 1300 and forward it to the IRS.

(18) Coordinate closely with the Army Benefits Center (ABC) for all civilian Government employees' deaths.

(19) Inform family members of, and if they desire, assist them in obtaining a copy of any fatality or investigative reports pertaining to the death of the Soldier in accordance with appendix D. Consult with CMAOC case manager to confirm which investigation reports apply to the case at hand prior to advising NOK of the existence of specific kinds of investigation reports.

(20) When applicable, coordinate with CMAOC for the delivery of findings of the accident investigation of fatal accident collateral investigation report to the NOK.

b. If needed and available, use Government vehicles to assist the NOK. You may operate beyond the normal permissible operating distance of the installation, activity or unit providing assistance. Use privately owned vehicles when that will avoid undue delay and is more advantageous to the Government.

6-8. Assistance to the next of kin of retired Soldiers

a. In honor of their retired service, CACs are encouraged to provide assistance to the NOK of a retiree who dies. In cases where notification of the death of a retiree is not very timely, it may not be necessary to provide assistance in person. When contacted concerning a deceased retiree, the CAC will contact the NOK to determine the extent of assistance needed. Whenever feasible, CACs should assign a CAO to NOK of a requests assistance. However, if a CAO is not available CACs should develop information packets to mail to the NOK containing the necessary forms and postage-paid return envelopes, along with instructions and telephone number to contact for further assistance. The CACs will follow up with the NOK after a mailing to ensure receipt of packet.

b. Retirees may be entitled to certain mortuary benefits as covered in AR 638-2 and table 2-1.

c. When a military retiree dies in a foreign country-

(1) Contact nearest military facility for assistance.

(2) Contact an American Embassy or Consulate responsible for the geographical area for assistance with disposition of remains, the estate, contact of nearest military facility and mortuary.

(3) The State Department's consular representative in the country concerned will be the official who assists in the disposition of the remains. The State Department's point of contact in Washington, DC on such matters is the Special Consular Services.

d. The CAC should contact Retired Pay Operations, DFAS, to obtain information concerning survivor benefits, allotments, and so forth.

6-9. Assistance to the next of kin of civilian employees

The Army will provide casualty assistance to the PNOK of all DA civilians who die while assigned, deployed, or TDY outside the 50 states and the District of Columbia, as well as to the overseas PNOK of all overseas-stationed DA civilians who die while TDY in CONUS. Commanders will ensure that the Civilian Personnel Advisory Center (CPAC) responsible for the area, in coordination with the local CAC, identifies a DA civilian to provide casualty assistance to the NOK. This assistance will be comparable to that prescribed in this regulation for military family members. The Army Benefits Center, in coordination with the appointed CAO, will provide assistance with the processing of all benefits and entitlements. After the family members enters CONUS, the gaining CPAC, in coordina- tion with the local CAC, will normally provide for any remaining assistance that might be necessary. The responsible CDR will transfer the case to the proper CAC so that he or she may furnish pertinent information to the civilian personnel officer at the installation nearest the NOK. If a DA civilian is not reasonably available to serve as a CAO, the responsible CDR can appoint a military CAO to provide assistance and ensure the local CPAC and the ABC assist the military CAO in processing of all civilian benefits and entitlements.

Section III

Performance of Duties as the Casualty Assistance Officer in Deceased Cases

6-10. General

The local Army CDR with overall responsibility for the Casualty Assistance Program appoints the CAO as the SA's representative to the NOK. As the SA's representative, the CAO's CDR will release the CAO from all conflicting duties and requirements and will monitor Soldier's performance as a CAO until the CAC reviews the CAO AAR and releases the CAO back to his or her unit. The local casualty and mortuary affairs officer supervises the assistance program for the CAC (see appendix B for a listing of CACs). All of the CAC's resources, including the resources of its entire staff, are available to the CAO to carry out his or her duties.

a. The CAC and CMAOC will be the main points of contact and source of information. The CAC will assist in coordinating mortuary affairs. Other agencies, such as the Staff Judge Advocate, surgeon general, chaplain, provost marshal, public affairs office, retirement services officer and the finance, housing, and transportation offices may assist the CAO. The CAO is expected to make such contacts, when necessary, without CAC referral. The American Red Cross, AER, and regional offices of the Department of Veterans' Affairs and SSA will also help when needed. Department of Veterans' Affairs and SSA, prefer to provide specific information directly to the survivor. The CAO 41 will make necessary appointments with Department of Veterans' Affairs and SSA for those NOK who do not opt to use the centralized expedited call centers, and accompany the NOK when applicable. The CAO should call on these local service and support activities when necessary.

b. The SA charges the CAO to render all reasonable assistance needed to settle the claims and payment of survivor benefits. The quality of service must reflect full attention to duty and to the NOK. It will lessen the emotional and financial strain borne by the NOK during a period of great trauma. The CAO should pursue the assignment with a keen sense of urgency but conform to the NOK's time preferences. The CAO should take pride in conduct, military appearance, and services rendered; and keep the thoughts, feelings, and position of the NOK uppermost in mind.

c. The CAO will read and follow all guidance contained in the CAO Guide the CAC will provide.