JOINT BASE SAN ANTONIO-RANDOLPH, Texas -- Air Reserve Component subject matter experts from Headquarters Air Reserve Personnel Center conducted training with Total Force Service Center customer service representatives (CSR) at Headquarters Air Force Personnel Center, Joint Base San Antonio-Randolph, March 11-14.
The training was designed to provide TFSC CSRs with knowledge to answer a broader, more in-depth range of questions while allowing HQ ARPC to work alongside the CSRs and provide real time answers.
Team members conducted formal training sessions to provide insights for the most common types of calls regarding complex processes which are unique to the ARC. These topics include retirements, evaluations, GI Benefits, the Defense Enrollment Eligibility Reporting System (DEERS) and casualty assistance procedures.
HQ ARPC, located at Buckley Air Force Base, Colorado, oversees personnel actions for over 1.3 Million customers including guard and reserve members. From initial entry to retirement, the center provides support for generations of Airmen throughout their military careers and beyond. TFSC representatives are the front lines for customer service for Air Reserve Component members as well as active duty retirees. As representatives are available 24/7, 361 days a year, it’s crucial they are up to date on the policies, service, and support systems available to that customer base.
“As the ARC SMEs, we have an inherent responsibility to explain the unique processes applicable to our customer base which CSRs field on our behalf,” said 2nd Lt. Nicholas Phipps, HQ ARPC Personnel and Total Force Services Directorate (DPT) deputy operations officer.
Training between HQ ARPC and the CSRs is an extension of the centralization that took place on Aug. 1, 2018. The training is part of a broader Knowledge Management initiative designed to better serve HQ ARPC’s customer base. Topics for the sessions are based on top trends that HQ ARPC notices regarding calls they receive from the CSRs in San Antonio.
“This training gave us the opportunity to ask specific questions that we frequently receive and get real-time answers directly from the source,” said Kay Thomas, a TFSC technician. “It allows us to all be on the same page as a team and provide the support our customers need.”
HQ ARPC will conduct such trainings quarterly to ensure the CSRs are fully informed and up to date on recent changes within programs and processes.
“Ultimately, our goal is to provide a well-trained group of CSRs to reduce the time our customers will spend on hold which will result in a reduction in the time it takes for personnel actions to be completed by HQ ARPC,” Phipps said.
The Total Force Service Center is a centralized location that provides real-time personnel services for all components of the Air Force. They can be reached 24/7, 361 days a year by calling 1-800-525-0102, 210-565-0102 or DSN 665-0102.