Missing Reports Containing Personally Identifying Information (PII)

Frequently Asked Questions

Purpose/Background:
The Frequently Asked Questions are used to predict potential questions that may arise as a result of the missing Work-Life Quality Assurance Reviews (QARs) conducted between 1997 and 2006.


1. What material is missing and how many people are affected?
Answer: Six to eight binders containing copies of approximately 70 Quality Assurance Reviews (QARs) summarizing and assessing the management of family advocacy (FA) and special needs (SN) cases from 1997 to 2006 are missing. We believe approximately 3,500 individuals are affected, but out of caution, we are assuming all 6,200 people involved with the FA and SN programs during the period may be impacted.
2. What specific information was contained in the QARs that can negatively affect me?
Answer: The QARs are paper reports documenting routine QARs conducted between 1997 and 2006 by the Coast Guard Headquarters staff responsible for oversight of the Family Advocacy and Special Needs Programs. The missing QARs may include information from special needs and family advocacy case files. They are not the actual case files themselves. The QARs typically do not contain full case histories, but some may contain facts from each case as well as limited personally identifiable information. Information contained in QARs may include names, Social Security Numbers, and a brief description of the type of special needs or family advocacy cases. The QARs contain information on how cases were being managed by regional specialists. These are paper reports. These reports do not contain any electronic data or other financial information.
 
Please be assured that actual family advocacy and special needs case files have not been compromised.
3. What personal or sensitive information may have been compromised about my family members?
Answer: In most cases, family members are identified only by their relationship to the member or civilian employee (e.g. son, spouse, etc.). In very few instances, family member names and dates of birth are included. Normally, no Social Security Numbers of family members are included in QARs.
4. Has the material been exposed?
Answer: The Coast Guard Investigative Service (CGIS) is investigating the incident and, at this point, has no evidence of unauthorized use of personal information or any reports disclosed outside the Coast Guard. Evidence also suggests that the binders may have been discarded or destroyed in conjunction with a recent office move that occurred earlier this year by the Work-Life staff, the responsible office for the binders.
5. Apart from the potential for identity theft, these QARs may contain sensitive and potentially embarrassing information about families. What will happen if my information becomes public and my personal life or current employment is affected?
Answer: The formal investigation has revealed no evidence that any of these QARs are circulating in the public domain. Furthermore, your Coast Guard career will not be negatively affected by this incident. The Family Advocacy and Special Needs Programs are important to the Coast Guard and the well being of our people. They are designed to assist Coast Guard families in managing sensitive family issues. Out of caution, the Coast Guard will provide, free of charge to those impacted, a myriad of credit counseling and identity theft protection services. Information for the services may be obtained at www.uscg.mil/datasecurity.
6. I am no longer a Coast Guard employee; will I be covered for any problems that may arise?
Answer: All former Coast Guard members, their family members, and former civilian employees who are determined to be affected by this incident will be eligible for credit monitoring, identity theft protection and counseling services. Please call our 24 hour a day, seven day a week Call Center at 1-888-286-7013 until August 27, 2007. After this period, members can call 1-800-872-4957.
7. My case occurred years ago, why wasn't my QAR file destroyed?
Answer: Coast Guard policy is to retain QARs for five years after the last case contained in the QAR file is closed. The QARs are also used as a management and performance oversight tool, and to develop the quality assurance visit schedule. The Coast Guard has initiated an examination and redesign of the QAR process with the intent of preserving the program oversight needed, and to ensure case management complies with Coast Guard policy and best practices. Personally identifiable information will not be used in future QARs.
8. What has and is being done to locate them?
Answer: The Coast Guard Investigative Service (CGIS) is investigating the loss including physically searching spaces, questioning individuals who may have had access to the QARs and reviewing processes that led to the incident.
9. Why wasn’t I notified sooner when the QARs were determined to be missing?
Answer: We have acted quickly and thoughtfully to first gather facts and take the steps necessary to verify the QARs were missing. We immediately contacted the Coast Guard Investigative Service to investigate the breach and protect our employees.
Once a more complete picture of the situation was available and mechanisms were in place to assist, we took steps to notify all potentially affected individuals. Our notification process complies with and is aligned with applicable government guidelines delineated in a recent April 2007 Government Accountability Office (GAO) Report. (See GAO Report to Congressional Requestors, PRIVACY: Lessons Learned about Data Breach Notification; GAO-07-657).
10. Who was in charge of safeguarding the material?
Answer: The Coast Guard Work-Life program managers at Coast Guard Headquarters were responsible for safeguarding the QARs. The QARs are kept in a secure storage room and are kept in a locked file cabinet.
11. Is anyone being punished for the oversight?
Answer: The circumstances surrounding the loss of the QARs are currently under investigation; the results of the investigation will guide us in determining responsibility and culpability. This matter is being taken very seriously and the Coast Guard is taking immediate actions to ensure private information is fully protected.
12. Is there someone I can talk to directly?
Answer: A Call Center Hotline to speak with a representative is available by contacting 1-888-286-7013. Please call 1-800-872-4957 after August 27.
13. The potential exposure of my file has brought back unwanted memories, who should I turn to for counseling and support?
Answer: Active duty members, their dependents, and civilian employees can use the Employee Assistance Program (EAP) hotline, other Work-Life programs, as well as our Chaplains to obtain support for this incident. Counseling can take place immediately by phone or if you prefer, arrangements may be made with a licensed mental health provider in your area in accordance with the current program. The EAP counseling hotline number for active duty members, their dependents, and civilian employees is 1-800-222-0364.

Former Coast Guard members and their dependents can receive free counseling services by calling 1-877-326-7525 (extension 72273 or 72476). Counseling can take place immediately by phone or if you prefer, arrangements may be made with a licensed mental health provider in your area in accordance with this program.

Veterans can use the Veterans Administration support resources. Coast Guard retirees and veterans can get additional information on mental health care services at: http://www1.va.gov/directory/guide/vetcenter_flsh.asp Select “Find a Facility” for a medical center or “Vet Centers” for a counseling center. Then select the appropriate State.

Tricare Beneficiaries can access information regarding mental health care at: https://www.tricareonline.com/. Select “TRICARE Beneficiaries Enter Here.” Then select your beneficiary status, country and then choose “Submit”. Enter your Zip Code. Select “Submit”. Select your Beneficiary Plan and choose “Submit”. You will find a variety of mental health providers to select.
14. What is the Coast Guard doing about possible identity theft?
Answer: Although there is no evidence of misuse or disclosure outside the Coast Guard, out of caution, we will provide identity theft protection and credit monitoring services, free of charge. These services will assist you in monitoring your credit so you can address any issues or concerns. To determine whether you have been impacted by this incident and are eligible for this service, contact the Call Center Hotline at 1-888-286-7013.
15. How do I seek compensation from the Coast Guard for harm I’ve suffered as a result of this incident?
Answer: You may file a claim against the Coast Guard. The Coast Guard has administrative procedures for determining the merits of claims arising from Coast Guard activities. If you would like to submit a claim for loss of, or damage to, your person or property because of the negligent or wrongful act or omission of Coast Guard personnel, information is available in the Code of Federal Regulations, at Title 33, Part 25. Additional information on the claims process is available at the following website:

http://www.uscg.mil/mlclant/ldiv/CLAIMS.htm

Claims by persons who are not Coast Guard members or employees should be submitted on a Standard Form-95. The web site contains a link to a Standard Form-95.

Coast Guard members and employees can find instructions for filing a claim in Chapter 6 of the Coast Guard Claims and Litigation Manual, Commandant Instruction M5890.9. Claims by Coast Guard members and employees should be submitted on a Coast Guard form CG-4112. A Coast Guard civilian employee also has the option of submitting a claim on a Standard Form-95.
16. What is the Coast Guard doing to prevent this from happening again?
Answer: We are investigating this incident and reviewing our policies and procedures to ensure private information is fully protected. The Coast Guard is committed to maintaining the privacy of all personnel.

In response to this incident, the Coast Guard:
  • Launched an investigation by CGIS to determine exactly how these binders were lost and the extent of personally identifiable information that was included in the QARs.
  • Halted all QARs of the Family Advocacy and Special Needs Programs until a thorough review of policy and procedures has been completed.
  • Initiated an examination and redesign of QARs with the intent of eliminating personally identifiable information while preserving the program oversight needed to ensure case management complies with Coast Guard policy and best practices.
17. Is any other assistance offered?
Answer: Eligible beneficiaries may contact a military legal assistance attorney who will provide advice and counsel at no charge. Title 10 U.S. Code, Section 1044 authorizes such legal assistance for: Active duty members of the U.S. Armed Forces and their current dependents; Reservists scheduled for deployment and their current dependents; Dependent survivors of active duty members; Retired members of the Armed Forces and their dependents; and Active and retired commissioned officers of the Public Health Service and their dependents.

Use http://legalassistance.law.af.mil/content/locator.php to find the most convenient office.

Legal assistance attorneys cannot help you file a claim against the federal government, although they can help with other civil matters related to this incident.