Office of the Special Trustee for American Indians Executive Briefing Presented by Jim James Deputy Special Trustee – Field Operations National Indian Tax Alliance September 17, 2015 11/14/2018

Field Operations Our Mission Serve as the primary point of contact for trust beneficiaries (Tribes, individual Indians, and Alaska Natives) seeking information and services in conjunction with their trust assets 11/14/2018

Field Operations What We Do Maintain staff in 65 locations with 48 FTOs throughout Indian Country; manage the Trust Beneficiary Call Center Invest approximately $5 Billion on behalf of Trust Beneficiaries and Tribes Conduct outreach to locate Whereabouts Unknown beneficiaries Respond to Cobell Trust administration class requests for information and account updates Partner with stakeholders to secure the Trust Support the DOI Land Buy Back Program 11/14/2018

Field Operations Twenty Years of Progress Trust Beneficiary Call Center (TBCC) Streamlining and Automation Financial Education Fiduciary Trust Officers/Beneficiary Service TAAMS/TFAS Conversion 11/14/2018

Achievements On July 4, 2015 the Trust Beneficiary Call Center was the first ever recipient of the Secretary of the Interior’s Initiative Customer Service Award. The award was in recognition of the TBCC’s initiatives to improve customer service for beneficiaries through: Technology Improvement in operations Implementation of agency- wide strategies 11/14/2018

Field Operations Our Priorities Probate reform Continued streamlining and automation Employee engagement Safety and security of facilities Investment compliance review Maintain high level of beneficiary service 11/14/2018

Office of Trust Fund Investments Office of Trust Funds Investments is responsible for: Providing investment management of approximately $4 billion tribal trust funds and the $858 million IIM fund, in accordance with applicable laws, regulations and policies Planning, developing, operating and controlling the buying, selling and trading of investment instruments Providing technical advice and assistance on investment-related matters to Indian tribes, Fiduciary Trust Officers and OST senior management 11/14/2018

Office of Trust Fund Investments Investment Resources Investment Services and Resources Portfolio review and management Portfolio accounting Portfolio analytics Performance measurement systems Formal compliance reviews Bloomberg market information system Access to primary and secondary dealers 11/14/2018

Office of Trust Fund Investments How We Manage Accounts 25 U.S.C. 162a limits investments to U.S. Government fixed income securities Treasury and agency fixed income securities OST Investment policy Investment strategy Individual account needs Communication with Tribal Leadership Tribal Account Needs and Objectives Liquidity: Focus on liquidity of funds for withdrawal with minimization of price risk Income: Focus on generating consistent levels of current annual income Long-Term: Focus on long term growth determined by income and potential price appreciation 11/14/2018

Pre-Reforms (1994) Today Today Office of Trust Fund Investments Pre-Reforms (1994) Today Today Invested mostly in CDs and Treasuries Decentralized custodians (e.g., U.S. Treasury, commercial banks, brokerage houses, Federal agencies) – limited delivery flexibility Most securities not readily marketable (e.g., penalty to sell CDs, Treasuries purchased/sold only through Treasury) No formal investment review process Limited security and maturity selection Limited tribal investment meetings Invest mostly in Agency securities Centralized custodian – increased delivery flexibility Securities can readily be sold if needed Formal investment policy Regular reviews by Investment Management Committee Increased portfolio flexibility from broader security and maturity selections More complete tribal investment meetings and reviews Regular interaction/communication with Tribes 11/14/2018

Trust Beneficiary Call Center (TBCC) As of 6/30/15, the TBCC: Answered 65,720 calls during the 3rd Quarter of Fiscal Year 2015 (49,719 total calls answered during 2nd Quarter FY 2015) Obtained overall first-line resolution (FLR) rate of 96% since 2004 - outperforming both the industry average of 49% and OST’s performance target of 85% (FLR means the person answering the call resolved the inquiry without referral or escalation) Obtained FLR rate of 98% for the period from 4/1/2015 through 6/30/2015 Recorded calls coming into the TBCC for quality assurance purposes Completed 100% of requested call-backs; 385 call-backs in 3rd Quarter FY 2015 (393 call-backs during 2nd Quarter FY 2015) Utilized an automated tracking system that ensures consistent, accurate responses and resolutions 11/14/2018

TBCC – Whereabouts Unknown As of 6/30/2015: TFAS reflected that there were 63,867 beneficiaries whose whereabouts were unknown The value of these accounts was more than $110.2 million. Located 3,041 account holders in 3rd Quarter of Fiscal Year (FY) 2015. Total of 3,209 were located during 2nd Quarter FY 2015. Disbursed $6 million in 3rd Quarter of FY 2015. Total of $8.2 million was disbursed during 2nd Quarter FY 2015. 11/14/2018

Response to Cobell Trust Administration Class Request for Information and Account Updates Cobell Settlement claims administrator Garden City Group, began payments to the Trust Administration Class on September 15, 2014. 11/14/2018

Response to Cobell Trust Administration Class Request for Information and Account Updates (Cont’d) Between 9/15/2014 and 6/30/15, OST Field Operations documented 21,139 beneficiary contacts (16,153 at TBCC and 4,986 at Agencies), concerning Cobell Settlement Stage 2. During 3rd Quarter FY 2015, 49% of the Cobell Stage 2 inquiries continue to be from individuals who did not have IIM accounts. Generally, the calls from individuals without an IIM account were actually referrals to the TBCC by the Claims Administrator (GCG) call center . CGC instructed these individuals to contact the TBCC to locate an IIM account number. During the last Quarter of FY ‘15, the TBCC staff increased to 36 staff working in the call queue, to handle the higher volume. 11/14/2018

DOI Land Buyback Program Support The Trust Beneficiary Call Center (TBCC), serves as the primary point of contact for responding to Landowner inquiries about the Buy Back Program (BBP), and providing assistance with completing the Purchase Offer Packages sent to Landowners. During the 3rd Quarter of FY ’15, the TBCC responded to 22,866 BBP inquiries. (6,821 BBP inquiries were received during the 2nd Quarter of FY ‘15). Field Operations Agency offices support the BBP with conducting outreach events and assisting landowners with completing purchase offer packages. During the 3rd Quarter of FY ’15, the Field Operations Agency offices responded to 3,241 Landowner inquiries. (1,955 Agency inquiries were handled during 2nd Quarter of FY ‘15). During the 2nd Quarter of FY ‘15, Field Operations Agency staff attended 61 BBP outreach events. During the 1st Quarter of FY ‘15 Field Operations hired four staff to specifically assist with BBP outreach. 11/14/2018

Deputy Special Trustee Questions? For More Information Please Contact: Jim James Deputy Special Trustee Field Operations (505) 816-1073 Jim_james@ost.doi.gov

Thank you!