Bl)()s IN MOTION BDO Em )loyee Newsletter June 1, 2014 Customer Service BDOs It?s Monday morning and you had a ?at tire, barely making it to the in-brief on time and wondering, what else can go wrong? The brie?ng was informative; wait, we have how many passengers coming through today? You and your part- ner are preparing to walk the line at TDC. You can?t see the end of the queuing lines; they are full of busi- ness travelers and my, look at all of those fami- of?cers they see, we become the complaint department and at times, what they per- ceive as the reason for all their problems. For those that previously worked on a checkpoint, focus was on the immediate passenger or task in front of us. As BDOs, we have to remember our roles and re- sponsibilities are different. We may see a problem and know how to ?x it, and be- need to be secure while re- specting their civil rights and freedom of movement. We must learn to use our skill set and be balanced as we provide the highest gual- i? of customer service while maintaining focus on our responsibilities. We must be careful not to let ourselves become too involved or dis- tracted by taking on tasks such as divesting passen? gers, moving divesting bins, lies traveling with kids. You ask your partner; ?Was there a stroller con- vention over the week- end?? 'ou notice the pri- ority lane has a 2:1 con- ?guration and there are not enough TDC of?cers to check tickets. As your partner engages the ?fth passenger of the morning, it starts; a passenger be- gins to yell at you, ?You are wasting my tax dol- lars; you?re just standing there not doing anything to get this line moving?. An airport environment can be confusing and intimi- dating for many passengers. The screening component of the process can be especially daunting for first-time trav- elers, passengers with spe- cial needs, or for those fre- quent ?yers lacking the pa- tience to wait on those less experienced. Because we wear the same uniform and are among some of the first cause we are customer ser- vice oriented, we want the position to ?x it? Daily, we have the oppor- tunity to make a lasting im- pression. Every word and action is witnessed by others and it improves our relation- ship with the traveling pub- lic when positive. It is our individual responsibility to create an atmosphere that aligns with our passengers' or any task that could inad- vertently pull us away from assessing behaviors. Ask yourself, is this something I can ?x without taking away from my job responsibilities, or should I engage my net- work for assistance? We never know what a pas- senger has had to face prior to arriving to the airport. Recently a passenger en- tered our checkpoint and was sent into the MI-2 lane. Issue 1.2?Region 2 The TSO at the ETD in- formed the passenger that he would need to have his hands tested. The passenger, not understanding the pro- cess, dropped his bag, began to cry and said, ?I?m having a very bad day-- do whatever you want?. Although the passenger was visibly upset, by brie?y engaging the pas- senger, the BDO was able to assess that his emotions were not exaggerated. Dur- ing the engagement, the BDO was able provided cus- tomer service by explaining the expedited screening pro- cess and reassured the pas- senger that we would get him safely to his destination. The passenger thanked the BDO for his help and for what he does. The customer service pro- vided was something the passenger needed. It did not distract away from the responsibilities, and it made a difference. Providing quality customer service, while maintaining our daily commitment to keep travelers safe, will re? ?ect not only on us as indi- viduals, but also on TSA. Airport-BNA Article by: Page 2 500s in Motion The Best Thing About Being 21 BDO Being on the from line We are usually the first per>> soir the traveling public Comes "no Contact with. V\'e answer questions we give directions, we set the tone for the evperlente the pas>> seirger is about to have If we are haw"); a bad day and we react to the passenger ui a negative manner, it is iiot good customer service, Having a smile, and any sivenng the passengers con- cerns or questions in a p05!>> twe way will make a better- experience (or the passen-- ger, as well as for all the other officers on the clieole point A level or in decision making. 'llre ability to move most places within the airport and many places outside as well The constairt opportunity to interact with passengers and other airport employees. Working as a team. Be- urg part Ufa small group in- side Tsits The abllm' to wave], and work other locations, ('onunand presence is Vital iir increasing our visi- bility mien we are in the public's eye, we are being watched and iudged by those that see us. Our appearance is essential in portraiing oinselvcs as someone who is well n-aiired We should walk inth our- heads up, eyes alert, and keep our hands out ot our pockets. When on the cheekpornt, we need '0 make cenain 1113! our IS on the queue Stay Visible, move about, and V\'hen ve are at the eheckpomt, we lrould be looking torward rid not engage in ctm'ersahmls hen we are off the check- oun we need to aexiioi i edge people that we conic in contact with, no iriatiei-howbiiet saying good morning, a nod of head, or- eoirtact lets peo- ple know that we are on the iob We should alw. 's at. tempt to see ourselves as those around us are seeing us, and ask ourselves it we are being air eitectwe deter-- reirt, Remember, as long as we are in we repre- senting BDOs everywhere. Article Photo had a career dedicated to service aiid since his younger ays as a SonarCommunication Specialist in the 3 Navy He went on to serve 14 years as a which IS ll'h tragic events ofg/us area to TSA in zoos, Since joining the to lead and train others the value that honesty and integrity is the best practice, commitment to sewing his conununity and country never wavered. He again answered the call to serve like many Americans atter the has been air invaluable asset while helping as promoted to lead Transportation Security Officer 2004. He er ee tlus positioir by later oire ot the first members of the liitegi-ated Conflict Management System, sem'ng as one otAt- lanta's first Coiillict Coach. He continued to re his passion tor training becoming a naming P00 Eager to find new ways to support the tron's mission he joined the Bellmior Detection Pi-ograiir iir 2006 his sin-rig yet. one of the first E\'perl Belmvlol' Deter>> non officers; he has played a vrtal role in helping Atlanta be the BBC) Program that it is today sees himself retiring with the Department of Veterans Aitau-s as a liaison and advocate tor the Veteran Sol- dier-s. He waritsto help support programs that aid the often toigotteri service members. Wireir- irot performing behavror detection, he is on the golt course. He takes great pride in sharpening lus skills, although he has irot quite touiid mam Ame by -- Page 3 BDOs in Motion The US Virgin Islands—America’s Paradise My region, the United States Virgin Islands (USVI), is unique from other regions because of its location and distinctive history. The US Virgin Islands has a well-known moniker— America’s Paradise. These islands were not always under US rule. The USVI was formerly under Danish command, but was bought by the US for $25 million in gold on March 31, 1971. This shift of ownership is celebrated annually as Transfer Day. Traces of Danish culture are still evident from the names of the streets to the custom of driving on the left. This US territory is between the Atlantic Ocean and the Caribbean Sea. The four main islands are St. Thomas, St. John, St. Croix and Water Island. Although there are four main islands, there are only two airports, Cyril E. King International Airport on St. Thomas—which hosts the territory’s capital, Charlotte Amalie and Henry E. Rohlsen International Airport on St. Croix—the largest of the four. Both airports are the only US airports where all passengers have to clear Customs (CBP) followed by TSA. Both districts combined have a total of 151 TSA employees. There is one BDA program, which is located on St. Thomas; there are seven BDOs. The program consists of one BDA TSM, two LBDOs and four BDOs. St. Croix lost its BDO program late 2013. In spite of that loss, the airport still processes about 3,000 to 4,000 passengers weekly and has very engaged officers on the frontline ensuring the safety of the traveling public. The USVI relies on tourism to thrive. With four seasons of summer, these islands draw visitors all year long. The streets are always teemed with visitors from every port, from cruise ship docks, to ferry docks, and airports, of course. These islands are ideal for travelers seeking warmth, beauty, relaxation and a great deal. Apart from the USVI’s world famous beaches, the territory is just as renowned for its historical shopping districts. Unlike all other US ports, dutyfree shopping is not limited to special stores and kiosks, and there is no sales tax—ever! There are considerable options of regions from which to choose as my TSA work base, but my district is unrivaled. We are small, yet powerful. My region is known for effortlessly adapting to systemic changes without jeopardizing the safety of the traveling public. Why work anywhere else? My region has a rich and diverse culture and locale fit for the gods. The USVI is the panacea for all. The classic adage is true, “There’s no place like home!” Airport - STT Article & Photos by: Page 4 BDOs in Motion What?s in the News in San Juan? aramore Concert ur own LBDO, along with her daughter attended this most spectacular event, and had this - M, to say: had the great opportunity to hare with my daughter the amazing Xperience of watching her favorite and, Paramore, live in Puerto Rico. 1e singer has an astonishing and inspiring vocal range. She is able to Shaving Heads for a Cure maintain consistently perfect notes 25th Edition of the Corona Extra Forty-eight Airmen from the 156 Airlift while simultaneously running around, Pro Sur Circuit at Domes Beach, Wing, Puerto Rico National Guard par- dancing, jumping up and down and Puerto Rico ticipated in the Pediatric Cancer Foun- head banging. She?s got some wild dation fund raiser called ?Cabecistas moves!? At Domes Beach, in Rincon, Puerto Raspadas" at the Roberto Clemente Boxin Event Rico, a local surfer secured his first Coliseum in San Juan. The service BDO career Victory in an exc1t1ng twenty- 111e111ber contributed to the cause $20 5? ?ve minute ?nal over a visitor dollars and joined them in solidarity by Virginia Beach. 011 the Women's side shaving their heads Also in attend? of the competition, spectators saw the ance, were local comedians and artists strongest ?eld ever assembled, with to include the Governor of Puerto Rico. entrants from the mainland, France, The CAP Foundation was able to col- Barbados and Argentina. A total of 20 lect a sum of $1 million to go towards women competed for their prize purse buying equipment for the Oncology of 12,000. The winner hails from Hospital. Montauk, NY, but spends her winters in Puerto Rico. along with other TSOs, attended a boxing event. says, ?We called the event ?awless and we had a great time. The highlight of the night was when our local boxer and ex-feather and bantamweight champ won his ?ght including a TKO on the second round?. Airport-SJU Article Photos by: What I Do as a NYPD Police Of?cer for 22 years and was 011 the job during 9/ 11 perience at Ground Zero that fateful day and for the months that followed, were the most mentally and physically taxing days of his career. That experience for- ehanged him? the What I do matters because our program is an adaptive layer of security that continues to challenge me and allows me to serve my The BDO program helps to ensure the safe travel of the American public using behavior observation teclmiques that are sim- ilar to the teclmiques I used on the job as an NYPD Police Of?cer. What I like about my job is the great sense of teamwork and camaraderie that reminds me of my days as a NYPD Police Of?cer. I speak English, Greek, and a little Spanish and Arabic. As a BDO, my language skills come into play dur? ing passenger engagement. Every day on the job, I never forget the importance of 9/ 11 and what it took from me and those that I loved and served with. What I ?nd challenging about my job is the need to be open-minded, take constructive criticism well, and being a consistent team member. The trust and faith I have in my partners as a BDO is comparable to my NYPD partners. As the program evolves, I look forward to being dynamic and adaptive while applying these new behavioral analytical skill- sets. Article Photo by? Page 5 BDOs in Motion thought about the safety as- pect of it. Safety Tips has been ex- tensive, including Safety, and Occupational Safety and I interviewed Savannah Hilton Head International Airport?s Collateral Duty . . . Safety Of?cer (CDSO- works closely with Occupational Safety, Health and Environment (OSHE). also oversees our five my work badge spo 'e airports. All TSA em- ployees are required to have 13 safety courses, including lifting techniques and heat injury prevention. Here in anyar and yanked on it, but it didn?t give because it didn?t have a breakaway at the back of the neck. There- fore, it was ineffective and dangerous if someone grabbed it, or if it was caught in machinery. I had never es hydration to employees dun?ng the summer months to prevent heat exhaustion. the humid South,- tress- While doing research I read about the bene?ts of taking a Micro-break. The majority of the activities at the checkpoint require standing, remaining in this prolonged position increases stress on body muscles causing fa- tigue, decreased blood circu- lation, muscle tension, and weakness. Studies show that taking three 30-second mi- cro-breaks per hour helps minimize soft tissue injuries and increases productivity. Every 30 minutes, while working, drop your hands from your work, stretch, close your eyes, and breathe. Let your shoulders, arms and hands go limp. After a minute, resume work activi- ties. A ?best friend? at the checkpoint is the anti- fatigue mat. These mats help to relieve the stresses of standing up for extended periods while increasing comfort and helping pro- mote good posture. You can access the OSHE site on your iShare for more infor- mation including publica- tions and archived past safe- ty awareness brie?ngs. My tip would be to always use your situational awareness for BOTH Safety and Securi- ty. Airport- SAV Article by= Meet PCA Member in July 2004. She 5 held positions as a Floor f?cer, Equipment Issue f?cer, and Coordination nter Of?cer until she was 'omoted to a BDO in June is also a mem- of the Con?ict Coaching anagement team. Con?ict aching is a TSA sponsored am of employees that con- ct individual dialogues ith employees to determine best options in dealing orkplace issues. also a member of the Memphis Employee Council Team created to hear and address issues that affect the entire workforce, with members of senior? joined the Program Compliance Assessment Team in June 2012 and continued with the team in June 2013- excited about the direction the BDA program is heading and is determined to continue the growth and develop- ment the PCA team has? Bio Photo Provided by Keisha Franklin know nothing about. BDO Pride As a Behavior Detection Officer, you are standing on the frontline of the footprint of your airport?s entry into the aviation world. We are working alongside stakeholders as quasi-teammates with a shared goal of providing a secure and safe service to the public. Risk-Based Security initiatives are putting a commonsense touch on our interactions with the public, as well as, allowing us to narrow our focus to those individuals which we There are no illusions here, everyone knows that the system is not perfect, analysis techniques to provide a layer of protection that the traveling public, agency can appreciate as a part of a much larger picture. Whether we are standing on the curbside, at ticket counters, checkpoints, gates, baggage are- as, or we are deployed to other intermodal areas, our behavioral analysis of those around us is a vital tool in arsenal. Professionalism and integrity goes hand-in-hand with how we are perceived and how we do our job. Being alert and aware of our surroundings enhanc- es our ability to react appropriately to possible threats. Kindness goes a long way when trying to resolve behaviors or de-escalate a situation. best you can be and do your job with pride, never forgetting the human touch of customer service, or ultimately the safe touch of security. Airport-FBI Article by: but we use our behavior stakeholders, and our Bethe Please email BDA.Mailbox@tsa.dhs.gov with any article ideas or suggestions! Page 6 BDOs in Motion Diversity and Teamwork make JAN BDOs a Unique Team BDOs, two speak fluent Spanish and they utilize this skill daily helping TSA, as well as, TSA stakeholders. The BDOs are frequently called upon to communicate checkpoint or checked baggage procedures to passengers that communicate primarily in Spanish. They have also proven to be invaluable during ID verification and IVCC calls and when reassuring family members who are confused with the screening process. The BDO team at JAN consists of four BDOs and one BDA manager. The airport is a small airport and serves as the HUB for the state of Mississippi. The BDOs are able to work closely with the TSOs and build a great working relationship. The BDO program at JAN was established in April of 2008. Two current BDOs, The BDOs at JAN are unique for many reasons. One of the most noticeable is that of the four JAN stakeholders also count on BDOs when they need assistance in communicating with Spanish speaking passengers. The BDOs have assisted the airlines in making sure their passengers are correctly informed of the check-in process and boarding procedures. At JAN TSA, we hold true to the concept of one team; Team Mississippi. Thanks to the efforts of the BDOs who assist with their Spanish speaking skills, we are able to accomplish this goal at a higher level. JAN TSA is truly united in the assistance of the passenger and ensuring the best possible flying experience. Airport - JAN Article & Photos by: What Makes Your Region Unique? Behavior Detection Officers at Knoxville’s McGhee Tyson Airport (TYS), ning an area of 6,800 acres. The Cove provides diverse wildlife, as well as 19th century historic buildings to include churches and pioneer log cabins. Our airport is the premier air facility in East Tennessee and serves around one million passengers on a yearly basis. An Air National Guard base is located adjacent to TYS, and is home to the Tennessee National Guard’s 134th Air TYS is a popular airport due to its Refueling Wing. It is also an Army proximity to the Great Smoky MounAviation Support Facility where the 1st tain National Park. Located within of the 230th Air Calvary Squadron is Blount County and the City of Alcoa, McGhee Tyson Airport is also the gate- positioned. way into the tourist resorts of GatKnoxville’s quirky blend of art, music, linburg and Pigeon Forge. It is home science, nature, sports and history creto the University of Tennessee ates a vibrant city with varied choices “Volunteers” and the 1982 World’s Fair for entertainment. The city is famed Park. Many visitors flying into to our for its connection with Blue Grass muairport come to visit the nearby Dixie sic, where live performances take place Stampede and the Dollywood theme on a regular basis. We also have an park. excellent zoo, great performing arts The Great Smokey Mountains National and sporting venues, as well as several quality museums and galleries, includPark was established on June 15th, 1934. The park is the largest protected ing the science-related East Tennessee land area east of the Rocky Mountains, Discovery Center and the acclaimed Women’s Basketball Hall of Fame. and the most visited National Park in Another event that takes place annualthe United States. Cades Cove is the ly is the “Destination Imagination” most visited region of the park, spanunique. The Knoxville area is multicultural… we offer southern charm, a slower pace, and customer service that is second to none! program for children from across the nation. The University of Tennessee Knoxville (UT) is ranked as one of the finest colleges in the 2014 edition of Best Colleges. The UT sports teams, known as the Volunteers (or Vols and Lady Vols for short) draw a substantial number of fans every year. Graduates of the University of Tennessee include current and former NFL players Peyton Manning and Reggie White, respectively, and many others. We hope that if you have not experienced what the East Tennessee Region has to offer, that you will make it a priority to come and see for yourself what a great place East Tennessee really is. Airport - TYS Article & Photo by Page 7 BDOs in Motion The Importance in Team Building Since the BDO organization was formed in Memphis, we have fostered the spirit of team building. When the ?rst group of BDOs completed their training we went out to dinner to celebrate. Although we were not aware, this was our ?rst ex- perience in team building as BDOs. Team building events help foster an understanding of your teammates, so we may understand how to bring out the better qualities that are within each of us. This can help BDOs be more productive on the job. Four years ago, MEM formed a committee to facilitate team building. This was implemented by our then BDA TSM it was simply called the SUNSHINE COMMITTEE. This committee was tasked with giving recogni- tion, or bringing a little sunshine into a life during life?s highs and lows. I am also apart of Memphis TSA Recrea- tional Advisory Committee, where we have morale and team building events for all of Memphis TSA Of?cers. With all that we have going on in our professional and personal lives; it is always good to let each other know that we, as a team, care about each other. Team activities outside of the job are great morale boosters and strengthen the team. This also fosters a sense of family, and as a BDO team, we are one family unit on the same mission. Even in performing this task for the BDOs in Motion newsletter, I reached out to the team to let them express their thoughts about team building to be included in this article, as another form of team building. These are some of their thoughts: ?Team building is an essential part of boosting the morale of a team. A team is comprised of di?erent personalities, backgrounds, and experiences. Team building teaches the members how to use their differences to work towards a common goal. It is important to create an atmosphere of trust and respect. Each team member has and weaknesses and team building activities show the team how to use each member's and accommodate for their weaknesses. Team building takes a group of people and makes them one unit.? ?Team building builds trust and understanding. It lets you get to know your coworkers, and see another side of the person, and makes your team stronger.? ?Team building is a process that develops cooperation within a work unit. Team building encourages each member to respect and support one another. This is important because each member of a team plays an integral part in the suc- cess of an organization. There are several factors that may work against the partnership of a team, such as understa?? ing, burnout, or just the feeling of a lack of loyalty from the organization. That is why we as an organization must in? sure that there are opportunities for team members to get acquainted with one another. This allows the fostering of an environment that is primed for open exchanges of ideas and viewpoints. Being part of a team usually provides a sense of loyalty and ownership.? ?Every individual in TSA has accepted the task of keeping the traveling public safe. This task in itself is larger than any one organization could tackle; let alone the individuals in any organization to attempt alone. So at the moment we accepted the task, we accept that we needed one another. You are only as strong as your weakest link. This is why we must continue to strengthen and build our organization. We must be vested in the task and each other.? Airport-m Article Page 8 BDOS in Motion The Lighter Side of Being a BDO At Northwest Florida Regional Airport, I was standing right in front of one of the divesting bowls where a passenger had emptied his pockets of several coins totaling about three to four dollars. I then noticed a sweet little old lady picking up her purse from a bin. She stopped, looked at me and then looked down at the bowl of coins, dug into her purse and de- posited three or four quarters into the bowl and said ?Here you go young man, you?re doing a ?ne job? and walked away. She must have thought the bowl was like a ?tip jar? and was kindly leaving me a tip. Before I could protest and explain to her that we could not accept tips and that the contents in the bowl were not mine, she was gone. As BDOs, sometimes we notice that strange things happen to perfectly normal passengers when they arrive at the securi- ty checkpoint. Here are a few overheard exchanges: TSO ?Ma?am, liquids in containers over 3.402 are prohibited through the checkpoint.? Passenger ?That?s not a liquid, that?s water.? TSO ?Sir, please make sure that your pockets are totally and completely empty.? Passenger ??Sure, no problem.? TSO ?Sir, what?s that in your back pocket?? Passenger ?It?s my wallet, see?? TSO - ?Sir, please make sure that your pockets are totally and completely empty.? Passenger (As he places his wallet back into his back pocket.) Passenger ?You have lost my driver?s license, I can?t ?nd it anywhere. It was right here!? TSO ?Ma?am we?ve looked for it everywhere and it is not here. Would you mind removing your shoes?? Passenger ?Oh, that?s just stupid, see?? TSO ?VVhat?s that stuck to the bottom of your foot?? Passenger ?Well, I?ll be darn, there it is!? Aim-ms Article TSA Pride Hello from Fort Myers Florida! Our topic is So, what is it that makes TSA employees proud? That?s a very broad question with an- swers as varied as the people asked. I put out the inquiry to the RSW team, and would like to share some of the responses. Our senior BDA TSM me that as a retired NYPD Lieutenant, he was really hit hard by the events of 911. Shortly after that, he began work- ing in private sector aviation screening and later helped with the rollout of the Mobile Screening Force. He told me that he takes great pride in being part of the family whose job it is to prevent anything like 911 from happening again. Photos of the fallen heroes, 23 NYPD of?cers, hang on the wall above his desk. He looked up at the pictures and said, don?t want to let them or their families down.? BDA TS joined TSA after 911 as well. His motivation was a desire to actively help prevent further terrorism in the United States. Having served in the US Army and the Nation- al Guard? he takes pride in continuing his service by protecting his country through his work with TSA. spoke of being proud to be part of an organization with such a diverse workforce. Those of us who decided to walk this path come from many backgrounds, experiences, cul- tures and education. Yet, this doesn?t matter because we are all united by the same sense of patriotism and a belief in what we do. simply said, consid- er myself an ambassador for TSA. The work I do is important.? BDO told me that she is proud that, ?we are a family? (there?s that word again, ?family?). She in- cludes all DHS branches in this family because in times of need and crisis we all come together. Alex is also proud that we do even more than aviation security, covering all modes of trans- portation, and securing special events like the Super Bowl and Presidential Inaugurations. She also pointed out that it is with pride that we can say it?s been 12 years since TSA began, and our skies continue to be safe served in the US. Army, told me that it makes her proud to know that a large percentage of our workforce consists of those who have served, and those who continue to serve in the military. As for me, I?m proud to do my very best to ensure the safety of a ?ight when it leaves RSW. I?m proud that we can have our freedoms, and still be safe I?m proud to be among the friendly faces and watchful eyes of TSA. Airport- RSW Article BDA Program Of?ce HQ was In Motion Support: