TSA Weekly, Feb. 9-13, 2009
 Jennifer Coles, a TSO and member of the Evolution Sustainment Team (EST) at Long Beach (Calif.) Daugherty Field Airport, helps a passenger at the checkpoint. The EST looks at the airport's current security processes and, among other things, determines what changes can be made to create calm as part of Security Evolution. Read more. |
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A Message from Gale:
You Should Know - ENGAGE! is Working
'It just didn't feel right'
FSD Nancy Baggott and TSO Jenane
Harper. Photo by Charisse Still
On Dec. 2, 2008, a young man walked up to Jenane Harper, a TSO at Long Beach (Calif.) Daugherty Field Airport who had been working as a travel document checker for about a year, and presented his California driver's license and boarding pass. There was nothing wrong with the ID except that it was perfect. Too perfect.
"It looked right and passed the SOP requirements, but something just didn't feel right," says Harper, who made the call that brought in his network of behavior detection officers, supervisory TSOs and law enforcement officers to probe deeper and interview the man. "My gut told me that something was wrong here." Jenane's instinct was right on the money. The ID was determined to be a fake. But it was so good that the FBI became involved to locate the forger and put a stop to their operations.
"All this happened because Jenane followed his gut instincts and took it to the next level by calling in his support network," explains Charisse Still, a training specialist at Long Beach and an ENGAGE! facilitator. "This was a prime example of what ENGAGE! is all about."
As it turns out, what Jenane did was even more impressive because this happened before he underwent ENGAGE! training. He was practicing ENGAGE! principles even before he knew it was ENGAGE! The management team had been talking about aspects of Security Evolution and where the changes were heading. And a supportive environment was already in place.
"Every officer is worth his/her weight in gold. Talent comes from past experience and education and the commitment that drives people to work for TSA," says Nancy Baggott, FSD at Long Beach. "In fact, ENGAGE! and COACH! are just compiling and teaching what our best officers have already been doing on an everyday basis to most effectively achieve the mission."
Jenane's story illustrates how Security Evolution is taking hold at airports across the nation. "I trust my instincts and officers back each other up," adds Jenane. "We have faith and trust in our management team. If we make a mistake, we learn from it."
Team Formed to Sustain Evolution
"Security Evolution is more than just an operational tool; it's nothing less than a cultural transformation on how security is done at the checkpoints," explains FSD Baggott. "Security Evolution only works when the workforce is empowered and encouraged to develop solutions by thinking outside the box and not being afraid to make mistakes. This is important because one success story, no matter how good, does not make a successful Security Evolution. It has to be sustainable. It has to be constantly reinforced. That's why we created an Evolution Sustainment Team here at Long Beach."
TSO Justin Johnson, a member of the
Evolution Sustainment Team at Long
Beach, assists a passenger. Photo
by Charisse Still
"The Evolution Sustainment Team is absolutely the key to a successful Security Evolution at Long Beach because it brings in all the key players working together for a common goal," says Training Specialist Charisse Still. With TSOs and lead and supervisory TSOs on the team, she explains, they will be tasked with constantly "looking at our current processes and determining what changes we can make to create calm, emphasize command presence, refine critical thinking, and effectively communicate with our passengers so they become part of our solutions network.
"We decided to have all of our officers attend COACH! training so that all staff is communicating in the same manner and at the same level to maintain operational cohesion. Communication will be crucial in our sustainment effort."
In short, Security Evolution is all about empowering officers to use their instincts and judgment when and where it matters the most: at the checkpoint. "It is all about empowering our people and enabling everyone to be a part of the solution," Nancy Baggott agrees.
Of course, Jenane's story is just one of the countless security successes that are performed every day by officers who are vigilant. As he says, "It was just a regular day."
TSA LaGuardia Moves to Sustain Evolution Training
By Lee Connolly, training manager, LaGuardia Airport (Jackson Heights, N.Y.)
Supervisory TSO Carl Miller, an Evolution facilitator, discusses QASET observations with STSO Aruna Gohel. Photo by Shiva Bhimull
One of the first things the team did was develop a checklist for each of the airport's 25 screening locations that, among other things, addressed the following questions:
- Are briefings informative and encouraging?
- Are trends, such as creating calm and communication with passengers, being observed?
- Are unpredictable screening procedures being utilized (e.g. officers listening to their instinct)?
- Are officers maintaining a calm manner when interacting with passengers at the checkpoint?
"The introduction of ENGAGE! and COACH! represents a major investment by TSA to enhance our screening operations using a team approach," said FSD Michael A. Scott. "Our teams have been doing a great job, as reflected in our airport community and customer feedback surveys."
Looking forward, Scott noted plans to roll out the teams to spoke airports. "By providing this critical feedback, we ensure a key TSA strategic objective is being met, and more importantly, that the traveling public is provided with world class security."
Evolution: In the FSD's Own Words
We must evolve in our thinking and actions to stay ahead of those who wish to do us harm! They cannot defeat us if we engage and use our network to challenge those things that cause us concern. – Federal Security Director Jim Spinden, Phoenix International Airport
Engage the Evolution team with your questions and suggestions at ENGAGEevolution@dhs.gov.
More News
Passenger Rescued at Fort Lauderdale Airport
By Richard Pryor, customer service manager, Fort Lauderdale-Hollywood (Fla.) International Airport
Supervisory TSO Gilberto Revoredo (left) and Acting Screening Manager John Pinson. Photo by Santrese Martin
TSA Fort Lauderdale employees acted swiftly on Jan. 25 to save the life of a man who collapsed and stopped breathing after exiting the checkpoint.
Acting Screening Manager John Pinson and Broward Deputy Sheriff John Owsiany immediately grabbed the automated external defibrillator and placed the pads on the 61-year-old man's chest. After Pinson administered a shock, the man responded and started breathing on his own.
Since he spoke only Spanish, Supervisory TSO Gilberto Revoredo helped translate for emergency medical service personnel, who took the man to a hospital.
"This is another great example of our professional security force, and how much they care and how fast they can react," said FSD Tim Lewis. "Our team, working in partnership with law enforcement, performed a great deed and I'm proud to serve with them at Fort Lauderdale."
TSA Mississippi Partners in First-Ever VIPR Container Inspection Operation
By Kent Banks, assistant FSD for law enforcement, Jackson-Evers (Miss.) International Airport
Kent Banks (left), assistant FSD for law enforcement, and Daryl Smith, bomb appraisal officer, set up a dock checkpoint for TSOs conducting vehicle inspections. Photo by William Ricketts
On Jan. 27-28, TSA joined 49 other government and law enforcement agencies in the first-ever Visible Intermodal Prevention and Response (VIPR) operation that targeted container inspections at a U.S. port of entry.
The operation, held at Mississippi's Port of Gulfport, featured law enforcement oversight of all functions, including ship boarding and inspection; container/cargo inspection; port employee vehicle inspection checkpoints; and vehicle inspection checkpoints for truck and passenger vehicles entering and leaving the dock area.
Each agency provided resources to deter any criminal or terrorist activity, or threats posed by an improvised explosive device. Ships that travel through the port are from Central and South America and carry commercial goods and produce.
From TSA Mississippi, participants included FSD David Wynn, assistant FSDs, behavior detection officers, bomb appraisal officers, transportation security inspectors, federal air marshals and TSOs. The U.S. Coast Guard, county and local police, and Immigration and Customs Enforcement were among participating agencies.
"The VIPR operation was a success and proved the viability of multiple agencies working together across jurisdictional boundaries to meet a common goal," said Wynn.
TSA Baltimore/Washington Launches 'Got Feedback?' Kiosks
Photo by Lauren Gaches
Two Got Feedback? kiosks that enable passengers to provide feedback directly to the airport's customer service manager have landed at Baltimore/Washington Thurgood Marshall International Airport, home of the Evolution prototype. Literally. TSA has deployed at the airport's B security checkpoint two touch-screen Got Feedback? kiosks. The checkpoint already combines multiple elements of Evolution, including officer training, new technology and a calmer environment. Passengers will respond to statements like "I am satisfied with my overall experience at the security checkpoint," on a scale of 1 to 5. TSA will collect the data from the kiosks and analyze it, allowing the agency and the airport to better understand passenger response to screening just minutes after the experience. The Got Feedback? Web tool remains available for passengers using all airports and allows for more detailed input.
TSA Miami Recognized with 'MIA Day'
Photo by Ryan Holloway
Miami-Dade County Mayor Carlos Alvarez and the Miami-Dade Board of Commissioners honored "the valuable services rendered by the TSA MIA" in the past year by proclaiming Jan. 22, 2009, as TSA MIA Day. FSD Mark Hatfield (center right) and Miami International Airport Deputy Aviation Director Max Fajardo hold the proclamation. Joining them are the airport's top management team and members of the county commission. The proclamation noted that "Miami-Dade County finds it fitting to publicly recognize outstanding agencies within our society that embody exemplary attributes through their various remarkable contributions, which have enhanced and bettered the lives of our residents and visitors alike."
"You are an amazing group of outstanding individuals," Hatfield wrote in an e-mail to employees informing them of the honor. "You are capable of extraordinary things and you are a source of pride for this agency."
In Tribute
(Names of TSA employees and dates of death provided by the Office of Human Capital.)
Fred Epley Jr., TSO, Little Rock (Ark.) National Airport, Jan. 2
Andrea Ramsey, TSO, Midland (Texas) International Airport, Dec. 21, 2008
Richard Rutledge, TSO, Tallahassee (Fla.) Regional Airport, Dec. 26, 2008
Michael McLennan, TSO, Crescent City (Calif.) Airport, Dec. 17, 2008
Kudos & Clips
Long Airport Lines 'All But Eliminated'
By Jim Tharpe, Atlanta Journal-Constitution, Feb. 11, 2009
Those snaking, hourlong security lines that for years have infuriated passengers at Hartsfield-Jackson International Airport might be a thing of the past. Read more.
TSA Officers Aid Needy Veterans
By Terry Brown, Times Union, Feb. 7, 2009
More than 70 homeless and needy veterans in the Capital Region are wearing warm clothing this winter, thanks to the efforts of the Transportation Security Administration at Albany International Airport. Read more.
How Do You 'Spot' A Terrorist At Logan Airport?
By Joe Shortsleeve, WBZ-TV, Feb. 2, 2009
Do you ever feel like you are being watched as you make your way through Logan Airport? Read more.
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