Posted on Mar 19, 2015
How to handle a situation when a drive for excellent customer service on base may compromise security policy?
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As security forces I always believed security and keeping US personnel and property should be top priority. My base has recently had big customer service push encouraged by a very popular food chain that is greatly experienced in the area of customer service. The problem is, the customer service we are being ordered to give not only opens up huge gaps in our security and ability to guarantee the safety of others but it also directly goes against policies and regulations handed down to us by the leadership of the Air Force. As a SRA going up against a full bird group commander is this what the military has come to? Have we become a "please everyone" society rather than a well oiled machine ready to defend the lives of our loved ones and home land like we were meant to be?
Policy
Security
Customer Service
Regulation
Posted >1 y ago
Responses: 3
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The concern for security requirements and the AFI, are that of the SQ. Commander and the chief. A Few things to keep in mind, we are getting a new MSG commander, and a new Squadron commander. Meaning that stuff is going to change.
The policy makers, are probably looking at the SOFA's (Status of Forces Agreement) for ENJYPT, and other Foreign National services here on training. They also more then likely took a look at the PL resources on the installation. I'm willing to bet that if we had a higher PL resources that the focus would be less on Customer service and more on asset protection. The bases I've been at with PL2/3 resources to protect, Customer service rode a back seat to the resource protection.
The policy makers, are probably looking at the SOFA's (Status of Forces Agreement) for ENJYPT, and other Foreign National services here on training. They also more then likely took a look at the PL resources on the installation. I'm willing to bet that if we had a higher PL resources that the focus would be less on Customer service and more on asset protection. The bases I've been at with PL2/3 resources to protect, Customer service rode a back seat to the resource protection.
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SSgt (Join to see)
I see your capacity for the obvious has not left you which is good I suppose. Anyone assigned to the unit knows all of these things
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SSgt (Join to see)
My first step would be to consult the leadership in my direct CoC. What is their take on the GC's directive? If they disagree, they SHOULD be your biggest bat. It is true that few have a full understanding what LE entails & think they can shape it from ouyside without experience or input from the experienced.
There are ways to increase "customer service" in law enforcement. As a civilian officer in a jurisdiction with many of the sensitive concerns that a military base had, I took customer service as implementing community policing - g hat is, getting the populace involved in policing.
Perhaps this could be brought up to your direct CoC - flight sgt, Lt, etc.
My first step would be to consult the leadership in my direct CoC. What is their take on the GC's directive? If they disagree, they SHOULD be your biggest bat. It is true that few have a full understanding what LE entails & think they can shape it from ouyside without experience or input from the experienced.
There are ways to increase "customer service" in law enforcement. As a civilian officer in a jurisdiction with many of the sensitive concerns that a military base had, I took customer service as implementing community policing - g hat is, getting the populace involved in policing.
Perhaps this could be brought up to your direct CoC - flight sgt, Lt, etc.
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SSgt (Join to see)
Not sure I am clear on your question. If it is a matter of entrance onto the military installation for civilians to visit the popular food chain then I understand, if not I am lost.
Many military installations are opening different shops, restaurants, movie theaters, etc. Problem is the post/base population is not visiting these establishments enough for the businesses to make a profit so the command opens the installation to the public (with proper identification). It's a money thing.
Do I agree with it? No but, I do enjoy having nice establishments on post/base that I can take my family to without having to leave the installation.
Not sure I am clear on your question. If it is a matter of entrance onto the military installation for civilians to visit the popular food chain then I understand, if not I am lost.
Many military installations are opening different shops, restaurants, movie theaters, etc. Problem is the post/base population is not visiting these establishments enough for the businesses to make a profit so the command opens the installation to the public (with proper identification). It's a money thing.
Do I agree with it? No but, I do enjoy having nice establishments on post/base that I can take my family to without having to leave the installation.
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SSgt (Join to see)
Sergeant Major,
It was a rather ambiguous post for which I do apologize. It is not a matter of installation business attempting to attract off base customers. It has to do with simple things we are law enforcement officers must do such as traffic stops, drunk incidents, entry credentials, and a few other things. We as law enforcement officers have been told to work towards a "yes" for the customer regardless of the offense to achieve a higher customer service rating. The group commander himself accused us of "hiding behind regs" in order to ruin ppl's days. What are the regs if not to maintain order and discipline?
It was a rather ambiguous post for which I do apologize. It is not a matter of installation business attempting to attract off base customers. It has to do with simple things we are law enforcement officers must do such as traffic stops, drunk incidents, entry credentials, and a few other things. We as law enforcement officers have been told to work towards a "yes" for the customer regardless of the offense to achieve a higher customer service rating. The group commander himself accused us of "hiding behind regs" in order to ruin ppl's days. What are the regs if not to maintain order and discipline?
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CSM (Join to see)
SSgt (Join to see)
Got it! I understand, I think? Has the Wing had problems or complaints from people on base about the way they have been treated by the Security Forces? I know I have been stopped by the Military Police on post before and was treated very untactful. Yes, I was going five miles over the speed limit and they got me but I am still a NCO (and a human being) and the MP was a PFC. Other times the MPs have been very respectful.
I am not familiar enough with your regulations to make an educated opinion. Maybe you should bring the question up to your Squadron/Group Superintendent or first line supervisor?
Got it! I understand, I think? Has the Wing had problems or complaints from people on base about the way they have been treated by the Security Forces? I know I have been stopped by the Military Police on post before and was treated very untactful. Yes, I was going five miles over the speed limit and they got me but I am still a NCO (and a human being) and the MP was a PFC. Other times the MPs have been very respectful.
I am not familiar enough with your regulations to make an educated opinion. Maybe you should bring the question up to your Squadron/Group Superintendent or first line supervisor?
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