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Got issues? Fort Wainwright’s Customer Management Services has solutions – FMWRC – US Army – 100909
Image by familymwr
PHOTO CAPTION: Participants learn to soothe fussy babies during a Cuddle Cure class earlier this year. Cuddle Cure is just one of the parent and community education classes offered on weekends and evenings. Responding to the requests from the Fort Wainwright community, Child, Youth and School Services also recently added evening and weekend classes for infants, toddlers and preschoolers for a variety of Schools of Knowledge, Inspiration, Exploration and Skills Unlimited classes including parent and child sign language, as well as music and art classes.(Courtesy photo, cleared for public release, not for commercial use, attribution requested
Got issues? Fort Wainwright’s Customer Management Services has solutions
Sep 9, 2010
By Sheryl Nix, Fort Wainwright PAO
FORT WAINWRIGHT, Alaska – In a time of tough budget decisions and reduced resources and programs throughout the country, Fort Wainwright Soldiers and families are hearing "yes" instead of "no" when it comes to implementing their ideas and suggestions, particularly when it comes to Child, Youth and School Services programming.
Many Fort Wainwright community members are familiar with the Army Family Action Plan, an annual conference and their opportunity to submit issues for consideration by senior leaders all the way up to the Department of the Army. What they may not be aware of, however, is that all throughout the year, Customer Management Services, an Installation Management Command program designed to gather feedback from the Army community, processes submitted issues and concerns and presents them to the Installation Action Council for resolution here, at the local level.
Sonja Taylor, Fort Wainwright’s customer service officer, said that whether community members submit an issue through the AFAP process, ICE comments or through the customer management link off of the installation website, www.wainwright.army.mil, the goal is to find real solutions for Soldiers and families.
"Our intent is to find resolution and find a way to get it done and bring the issues to the attention of specific programs or whoever has the ability to make the difference," Taylor said. This often can happen at the local level meaning much quicker results for Soldiers and families.
An example of this is the recent resolution of an issue requesting evening and weekend programming for infants and toddlers through CYSS.
"Several similar issues about evening and weekend infant and toddler programming came in through the Army Family Action Plan process and since they were local issues, I presented the issues to the Installation Action Council," she explained.
The result was matching the issue with new and innovative programming through the Schools of Knowledge, Inspiration, Exploration and Skills Unlimited program and CYSS parent and community education programming.
SKIES Unlimited launched weekend and evening classes this month for infants, toddlers and preschoolers on a wide range of topics from parent and child sign language to music and art. The program also offers after school classes for school-age children including introduction to sewing, cooking and nutrition and knitting and crochet classes.
The CYSS parent and community education program also offers evening and weekend classes including the popular Cuddle Cure class, which teaches parents how to soothe their infant and stop the crying; CPR and first aid; Conquering the Terrible Twos; adult and youth babysitter’s course and a class on making homemade baby food."We took the time to revamp the (SKIES) program so we had (classes) for infants and toddlers," said Gerri Withers, CYSS parent and outreach services director. "We really listen to parents about what they’re looking for. I take notes when I hear an idea that is maybe something we can do or maybe a way we can expand on a program. We really look at the demand for things."
This instance of issue resolution is a perfect example of the local customer management program working side-by-side with the AFAP process, Taylor said, since the issue originally came in as an AFAP issue.
"So that’s what we look for," she said. "We look for great ideas and suggestions and try to give them to the people who can make them a reality."
Good ideas have also stemmed from ICE comment cards and the interactive customer service management link on the installation website and even from newcomers just arriving from other installations, Taylor said.
Sharing the way a program or service has been offered at other installations is often very valuable.
"People have really good ideas," she said, and sharing successes from other locations is just another way to improve programs and services for the Fort Wainwright community.
This occurred recently when a family moved here from Fort Lewis, Wash., and suggested a change to the Strong Beginnings preschool program at the Child Development Center.
Tanya Aris, wife of Staff Sgt. Craig Aris, 184th Military Intelligence Company, 1st Stryker Brigade Combat Team, 25th Infantry Division, hoped to continue her four-year-old in the part-day Strong Beginnings preschool program she was enrolled in at Fort Lewis when she arrived here in February.
"She was only enrolled at Fort Lewis for a month, but within that month she learned to write her name; she just really excelled and really learned a lot," Aris said.
A slot opened up in the Strong Beginnings program here, but Aris learned that the program was only offered on a full-day program schedule.
"I didn’t need my four-year-old going to (all day) daycare because I’m a stay-at-home mom," she explained. "I wanted her to go to preschool and I wanted her to do Strong Beginnings because the curriculum is so good, but I wasn’t willing to spend 0 on daycare when I stay home. That’s why I submitted the issue – because it worked as a part-day program at Fort Lewis."
Aris heard within days that her issue was being considered and by August, the part-day program was added to Strong Beginnings. While this change will not affect her daughter who is now in kindergarten, she said it is important to get involved for the good of the community.
"It’s not going to benefit my daughter but it will benefit other children, I think, greatly," she said. The system worked and "you just need to voice your opinion and get it out there."
The IAC meets quarterly to bring issues to the attention of program managers and directorates, Taylor said. "They’re the ones who can make a difference and they’re really supportive and want to do things to make a difference. The support from senior management and the directors is incredible."
While other issues were processed or resolved through AFAP and the ICE system, IAC vetted 29 issues that were submitted through various feedback systems in 2009 alone. Of those, nine issues were closed since a compatible program or system was already place, three issues were determined to be unattainable due to lack of funding and 17 issues moved forward and were implemented.
Being a part of resolving issues for Soldiers and families is the best part of her job, Taylor said.
"It’s great. Actually being able to take something and see it from the beginning all the way through to the end and see it actually happen is a very good feeling," she said. "I don’t think it gets any better than that."
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