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PERSCO Airmen deliver 'Grand Slam' customer service

  • Published
  • By Senior Airman Bryan Swink
  • 379th Air Expeditionary Wing Public Affairs
SOUTHWEST ASIA --  Editor's Note: This is part three of a three part series on the 379 EFSS/PERSCO team

When most people think of PERSCO, base-wide accountability and in-processing through customs and immigrations comes to mind. Although the 379th Expeditionary Force Support Squadron Personnel Support for Contingency Operations customer service team does work these areas, this team serves a much broader scope of responsibilities.

The 379th EFSS PERSCO team is the largest in the Air Force, consisting of 20 members. Their workload keeps them engaged and fully integrated into the mission.

In conjunction with the Reception Control Center and Deliberate and Crisis Action Planning and Execution Segments, the PERSCO customer service team manages all of the out-processing for the 379th along with a portion of the in-processing.

"We in-process everyone who comes in through the local international airport," said Tech. Sgt. Melinda Maldonado, 379th EFSS PERSCO customer service noncommissioned officer in charge. "RCC works mainly with service members who come in on a rotator, while we primarily in-process contract workers who don't arrive on a military chartered aircraft."

But don't think customer service doesn't play a role in the in-processing and accountability of the service members who arrive by rotator.

"Once DCAPES has finished processing the new arrivals into the database, customer service takes over and manually files the paperwork," said Senior Master Sgt. Curtis Green, 379th EFSS PERSCO team chief. "We keep a hard-copy file on all Air Force personnel assigned here."

Along with in-processing and out-processing duties, the customer service team also assists people with replacing common access cards, working with home stations to obtain reenlistment paperwork and processing emergency leave.

"We process roughly 400 CACs per month and have the busiest emergency leave program in the (area of operation)," said Green. "During our rotation, we will process approximately 150 service members under this program who are supporting Operation ENDURING FREEDOM and Combined Joint Task Force - Horn of Africa."

The PERSCO customer service team will see thousands of faces come to their counter during their deployment, but these faces aren't simply numbers to this team. They have a goal to make sure every person leaves satisfied and as stress free as possible.

"We understand in-processing and out-processing can be extremely stressful for our customers," said Maldonado. "Our goal is to get them in and out as quickly and easily as possible. Many are ready to return home to their families and we want to be the last positive experience they have from their deployment."