MNG-005 · START HERE & SYSTEM MAP
Who Controls What
Identify the record custodian, program office, processor, deciding official, contractor, and review authority for a military issue.
Six roles to identify
- Source-record custodian — maintains the underlying personnel, medical, pay, eligibility, or historical record.
- Program owner — sets or administers the benefit or process.
- Processor — receives forms, enters transactions, or develops the file.
- Contractor — may administer services or claims without possessing authority to change the government source record.
- Deciding official — has delegated authority to approve, deny, calculate, characterize, or correct.
- Review authority — reconsideration, appeal, correction board, higher-level reviewer, or court, depending on the issue.
A simple routing test
- What exact fact or entitlement is wrong?
- Which record is the source for that fact?
- Who can amend that source record?
- Who applies the rule to that record?
- Who sends the notice or payment?
- Who has authority to review an adverse result?
If an office says “we cannot change that,” ask which office owns the source data or decision and request the routing information in writing when possible. Preserve names, dates, case numbers, and transfer/referral details.
Official sources
- Military OneSource — Benefits Finder
- Military OneSource — Contact and referral support
- MilitaryINSTALLATIONS — Programs and Services
Source status: SRC-011; SRC-012; SRC-022; SRC-026 Verified October 4, 2026. Recheck the controlling office, form edition, and instructions before a deadline-sensitive filing.
