Dec.1 - Dec.5, 2008
 Homeland Security Secretary Michael Chertoff (second from left) receives TSA’s Freedom Center’s dedication coin from Robert Bray, director, Office of Law Enforcement/Federal Air Marshal Service, while on a visit to the center. Chertoff thanked employees for their efforts in securing the homeland and recognized the center as "the crown jewel of operations centers." Chertoff and Bray were joined by the center’s Andy Hosey (next to Chertoff), senior advisor, and Kent Jefferies, acting deputy assistant director. Photo by Avalon Blenman |
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Air Travel Security Scores Highest in Gallup Survey
In a Gallup and Partnership for Public Service nationwide survey on the public's attitude toward the U.S. government, providing security for air travel scored 70 percent, the highest of the eight categories polled. The second highest – at 69 percent – was protecting our nation from military/terrorist threats, with other categories scoring 52 percent or below. View the survey results and read the broadcast (Intranet). Evolution initiative cited in magazine's ranking of top 10 healthy airports. Read more. |
Q&A with Stephanie Rowe: Going Beyond the SOP with Evolution
Stephanie Rowe
Photo by Ann Oh
As the lead executive for Evolution over the past year, Stephanie Rowe headed the most dramatic culture-change initiative in TSA's history since its inception. Before leaving TSA last week, she sat down with Mike Simons, Office of Strategic Communications/Public Affairs.
How did Evolution get started?
In early 2002 the principles and components of Evolution were first identified by Kip Hawley along with a team of private-sector executives who were temporarily "on loan" to help start up TSA.
Although not known at that time as "Evolution," the major components – people, process and technology – remain the same. We knew what the threat was, and to mitigate it, priority was placed on the screening of passengers – whether involving TSOs, technology or procedures.
With Kip's return in July 2005, and an ever changing threat, greater focus was placed on building a strong frontline workforce. Individuals seeking to do harm can plan attacks around technologies and procedures. But they cannot plan against critical-thinking officers. So the TSA frontline had to evolve. This means a workforce that is "turned on," engaged and empowered to make decisions. This has become the foundation of what is now called Evolution.
What culture change is Evolution expected to bring to officers at the hands-on, everyday level?
Two changes: an empowered workforce and communicating as a network. An empowered workforce is one that uses all available tools – critical thinking, intelligence, full-body pat-down, trace detection, your team, BDOs, everything.
With those tools comes a new way of communicating. With ENGAGE! and COACH! training, a frontline officer will be able to engage a BDO, for example, rather than be required to communicate up the chain of command in order to resolve an alarm. And with Evolution the alarm may come from the gut – not a piece of technology.
How can officers overcome possible nervousness about using judgment and critical-thinking skills in an environment once dominated by an SOP-driven, hierarchical security strategy?
Through COACH! training we teach our leadership – leads, supervisors, managers – how to manage an empowered workforce. And the workforce is taught how to think critically, use personal judgment, and engage the strengths of others who are in their networks.
How does Evolution fit with other TSA principles and strategies to mitigate threats?
Dynamic security. We see it everywhere. It's being unpredictable to keep the enemy off balance. You see it with VIPR, for example, and it's taught in ENGAGE! and COACH!
Also, people at headquarters are going to get the training to ensure that everything they do is in support of the frontline.
What changes will travelers see as a result of Evolution?
Passengers should start noticing more command presence from the officers. The elements and principles of training will be the same across all airports. Also, the personal calm that officers will show will be reflected – think mirror neurons – helping create a calmer environment [look for more about mirror neurons during ENGAGE! training]. And passengers will notice a more engaged workforce – more eye contact, more dialogue, more interaction.
Final thoughts?
I love Evolution and our workforce. Evolution pulls on all three levers of people, process and technology. And the people part is my absolute favorite. No matter where you are in an organization, it's all about the people. That's the part I love working on.
Evolution’s Deployment Support Center – Not Just About Deployment
From the Evolution Deployment Support Center
At work in the Deployment Support Center
are Michelle Curiel (standing), master STI,
Cincinnati/Northern Kentucky International
Airport; Dan Scheeringa, transportation
security manager, and Maureen Netzel,
STSO, both from Minneapolis-St. Paul
International Airport.
Photo by Andy Szul
The Evolution Deployment Support Center (DSC) was created as a partnership between the facilitators in the field and a group of representatives from the first two facilitator training classes. Its goal: to streamline the transition to Evolution.
"The people in the DSC are here to keep you ready and able to deliver this high-energy and exciting training. We take your calls, answer your questions and provide the information the facilitators need to be successful," said Susan Kester, expert security training instructor, Salt Lake City International Airport. The DSC, which supports all phases of COACH! and ENGAGE! training, is "a place where the field can connect, be supported and be heard," she said.
With more than 1,000 facilitators in the field, the network also has the goal of reaching out to the frontline workforce to address the human elements of ENGAGE! and COACH!. Specifically, the DSC is interested in hearing from you, the officers in the field. Tell us about your experiences with the facilitation of Evolution training at your airport and how is it being received.
Share your best practices with colleagues and help foster the growth of the Evolution process through feedback that only you can provide.
Send us your comments, questions or concerns, or obtain additional information by visiting the internal Evolution SharePoint site. Click on the "Training Deployment Support Center (DSC)" button and e-mail checkpointevolution@dhs.gov or call (888) 518-2412.
Evolution: In the FSD’s Own Words
Evolution has been the catalyst TSA needed to move our culture to the dynamic and employee-driven organization we need to be to meet the challenges we face. I am glad we have been able to make this investment in the agency's future development. – FSD Andrew (Andy) Coose, Boise (Idaho) Airport
Engage the Evolution team with your questions and suggestions at ENGAGEevolution@dhs.gov.
News
TSO’s Laptop ID Initiative Promotes Efficiency, Customer Service
By Janna Fox, customer support and quality improvement manager, Norman Y. Mineta San Jose (Calif.) International Airport
TSO Jeff Oxendine holds a laptop that features
a temporary identification sticker.
Photo by Janna Fox
San Jose TSO Jeff Oxendine has taken an innovative approach to reuniting passengers with their laptops. He developed and designed an identification sticker that is handed out to passengers in line at the checkpoint, to be attached to their laptops.
As a result, misplaced laptops are quickly reunited with their owners, who are less likely to experience related delays. The stickers can be easily removed.
"With this initiative, we are preventing laptops from being misplaced at the checkpoint and reducing any related delays for the passenger," said Oxendine.
For his efforts, Oxendine was recognized by FSD Calvin Yuen with an on-the-spot cash award and certificate.
The ID sticker is available on the Intranet.
Memphis Officers Produce Safety Video
By Jon Allen, Office of Strategic Communications/Public Affairs
LTSO Deborah Odom-McLevain, Expert
Behavior Detection Officer Melanie
Hulbert, TSOs Jacqueline McDougle,
Shondell Collins and Brian Self, and
LTSO Patrick Jarrett.
Photo by William "Matt" Bigham
The proper technique for lifting heavy bags is the focus of a safety videotape produced by TSOs at Memphis International Airport.
Lead TSO Deborah Odom-McLevain produced the video to increase safety awareness and reduce injuries caused by improper lifting techniques.
The video was played for TSA and airport employees who attended a recent open enrollment health fair. Odom-McLevain, a collateral duty safety officer, plans to produce other safety-related training videos for the TSA Memphis workforce.
"For the TSOs who produced the video, and those who viewed it, this project has created some excitement about safety awareness," said FSD Kevin McCarthy.
Evolution and Teamwork are Key to Passenger Security
Photo by Monica Colmenares
TSO Marjorie Steinberg, Ft. Lauderdale-Hollywood (Fla.) International Airport, recently visited headquarters and met with Mo McGowan, former assistant administrator for Security Operations. During the visit she participated in discussions with senior leadership about the new uniform and Evolution. "The [blue] shirts are cooler for those of us who work in Florida and with the black tee shirts the officers wear under the short-sleeve shirt it appears very professional," she said. "Evolution encourages more teamwork and provides officers opportunities to think outside of the box on standard operating procedure."
Kudos & Clips
We were impressed not only with your beautiful new terminal, but also with the cordial and friendly personnel from check-in to security to shopkeepers to restaurant personnel to boarding. Even the TSA officers were pleasant. Though the terminal was quiet and sparse with traffic, we had the feeling our treatment would have been the same even if the terminal had been busy.
George Barnes, Woodland Hills, Calif., to Amy H. Humpherson, customer support and quality improvement manager, Raleigh-Durham International and Eastern N.C. spoke airports. Nov. 21, 2008.
Editor's Note: The following story highlights the live music concerts and TSA choir at Austin-Bergstrom (Texas) International Airport.
Airports Mark Holidays with Sales, Santas and Song
By Harriet Baskas, USA Today, Nov. 18, 2008
It may seem unnatural to blend a holiday shopping excursion with a trip to the airport, but this season many airports are working overtime to court you and your gift-buying dollars with prizes, promotions, festive décor and lots of top-notch entertainment. Read more.
While traveling … Anne lost her diamond wedding ring. … You can just imagine the thoughts and the sinking feeling of loss she experienced after the realization that she did not have her ring. … When we disembarked our plane at our final destination, we received the good news that the ring had been found and turned over to security by TSO Lisa McComas. … You are to be congratulated for having such a honest and dedicated employee, such as McComas, in your organization.
Lawrence and Anne Bolind, Imperial, Pa., to Laura Snell, customer service and quality improvement manager, Pittsburgh International Airport. Nov. 15, 2008.
The TSA Experience
LAX Officer is Tae Kwon Do Champion
By Nico Melendez, Office of Strategic Communications/Public Affairs, and Alexander Cardona, transportation security manager, Los Angeles International Airport
Photo by Nico Melendez
When passengers encounter TSO Marisol Anaya at Los Angeles International, the shiny badge, pleasant demeanor and pressed blue uniform stand out, but there's something more. Anaya, 23, is a Tae Kwon Do 3rd degree black belt and has been competing for nearly 20 years, winning 314 first place medals and 200 first place trophies. She is also a four-time California state champion and two-time world champion.
"The self-discipline and leadership I learned in Tae Kwon Do helped me both in the Army and with TSA," Anaya said. She trains about 20 hours a week, attends school and is a full-time TSO.
Anaya was recently in South Korea for the annual Red Dragon Tournament and Tae Kwon Do World Championship. After five consecutive 10-12-hour days, she was again named world champion in the Kata division, outpacing 56 female athletes and topping the sparring featherweight division by defeating 34 challengers.
Headquarters Sports Event Raises $1,000 for CFC
Photo by Tona Napoli
In the holiday spirit of giving, the Transportation Sector Network Management Office recently held its first-ever tennis match in Crystal City, Va., raising $1,000 for Combined Federal Campaign charities. Tushar Gadre (left), program analyst, and Douglas Hofsass, general manager-airports, were tied 5-5 in the second set, with Gadre winning the match. The game is expected to be held annually. The match's highlights included great sportsmanship, good attendance, generous giving and enjoyable tennis. "With the economy struggling and the holidays upon us, the event reflected TSA's spirit by coming up with an enjoyable and creative way to raise funds for a worthwhile cause during difficult times," said Hofsass. To date, the DHS CFC for the National Capital Area has raised $741,355, achieving 23 percent of the goal.
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