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Guidance #1 – FY 13 Family and MWR Customer Service Program
The Family and Morale, Welfare and Recreation organization has a comprehensive, holistic Customer
Service Program to create and sustain a customer service culture across the enterprise. Paramount to a
sustaining a world-class customer service culture is taking care of our team-members and providing
them a strong, supportive environment where they can thrive.
Garrison Directors of Family and MWR (DFMWRs) should fully implement the Family and MWR
Customer Service Program in order to provide the highest quality of services to our Soldiers and
Families and to ensure our employees are given the tools, training and support they need for success.
This program supports IMCOM Top-10 Priorities #6—Develop the IMCOM Workforce and #10—
Demonstrate Inspired Leadership and World-Class Customer Service, and the Installation
Management Campaign Plan - Line of Effort (LOE) #2 Soldier, Family and Civilian Well-being and
LOE #3 Leader and Workforce Development.
The program provides 26 centrally-funded Customer Service Program Coordinators (CSPCs) that are
strategically placed across garrisons to support all of Family and MWR. CSPCs assist DFMWRs in
implementing, monitoring and sustaining the enterprise program, which aims to increase customer
participation and satisfaction, increase employee job satisfaction, retain high-performing employees,
and sustain employee engagement and commitment.
CSPCs are responsible for training all Family and MWR employees in the Operation Excellence
customer service training program, as well as in assisting in other components critical to creating a
customer service culture. These components, as outlined in the Family and MWR Employee and
Customer Covenant, include robust onboarding for new Family and MWR team members, employee
performance standards for service excellence, formal and informal training to develop skills, marketing
and performance support tools to assist employees on the job, employee recognition to reward
excellent service, and career development opportunities to help employees reach their full potential.
Responsibilities will be carried out as outlined in Memorandum, Family and Morale, Welfare and
Recreation Customer Service Program, 8 March 2010, IMCOM Operations Order 11-114, and
IMCOM Regulation 350-1 Training and Leader Development.
One significant change is being made to the Operation Excellence guidance. The year one training
requirement for new team-members will be either the 4-hour OPEX Online course or a shortened 4hour OPEX Classroom course. This change to a four-hour OPEX adjusts to this reality on the ground,
while continuing the critical investment of training for our team-members. The full-day OPEX
classroom course is available by request.
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Guidance #2 – Family and MWR Workforce required Customer Service Program Training
through the School for Family and MWR:
Family & MWR Team Member Orientation (classroom onsite at garrisons): This program integrates
new employees into the Family and MWR Culture at their local garrison. The orientation explores
Family and MWR's purpose, impact and commitment to service excellence, the role of new team
members in the organization's mission, and how they impact the lives of Soldiers and Families. Army
policy is that all Family and MWR staff should complete this course within the first 30-90 days on the
job. This course is delivered onsite at garrisons.
Operation Excellence (OPEX) Customer Service Training:
Operation Excellence is Family and MWR's standardized customer service training program. Family
and MWR is committed to providing service excellence to our Soldiers and Families that matches the
quality of their service and sacrifice. This creates value for our customers through predictable,
consistent and customer-focused service. The target audience is all Family and MWR employees in all
programs and at all levels of the organization. Army policy is that all Family and MWR staff will
complete annual OPEX training. There are four versions of the training program:
1. Online OPEX: This four-hour introductory OPEX course is available immediately to the
workforce through www.imcomacademy.com and can be taken at the learner’s own schedule
and own pace. This is a recommended component of onboarding to be completed within the
first 30 days on the job.
2. Classroom OPEX: This four-hour classroom course also provides an introduction to OPEX
and satisfies the year-one training requirement. Taught onsite at garrisons, the classroom
version provides the benefit of cross-functional team-building and networking opportunities.
Learners develop and hand-in a written action plan for implementing learning. Either the
classroom or online OPEX course should be completed within a new employee’s first 3090 days of employment.
3. Sustaining the Employee Covenant for Managers Workshops: Designed specifically for Family
and MWR garrison supervisors and managers to explore how to uphold the Employee
Covenant and create a culture where staff can thrive. The workshops culminate with managers
creating a self-developed action plan to sustain the Employee Covenant.
4. OPEX Annual Frontline Refresher: This three-hour course provides annual refresher training
for team-members in Operation Excellence. The modules refresh every year, allowing
flexibility in course to address current needs on the ground. Learners develop and hand-in a
written action plan for implementing learning.
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Guidance #3 – FY13 Family and MWR Exemplary Workforce Development Award Call for
Nominations
1. The MG Robert M. Joyce, Installation Management Academy, School for Family and MWR is
accepting Family and MWR nominations for the FY13 Family and MWR Exemplary Workforce
Development Award. This award is designed to recognize Family and MWR organizations that have
demonstrated strong commitment to Family and MWR employees through training, coaching and
mentoring, and other opportunities for professional development. The outstanding Family and MWR
organizations will be chosen from the nominations received. Selected organizations will receive a
plaque to display at the Installation and a training session at the garrison conducted for nonappropriated fund employees by School for Family and MWR staff on one of the five macro
competencies: Leading People; Change and Continuous Improvement; Business and Technical
Proficiency; Communication; or Drive for Results.
2. Family and MWR Directors are invited to self-nominate their organizations through an online
survey link that will be sent out to Family and MWR Directors no later than second quarter FY13.
Surveys must be submitted NLT 1 April 2013.
3. Nominations will be evaluated by a review committee who will select Garrison recipients.
Garrisons will be awarded based on organization size and highest percentage of population registered
at www.imcomacademy.com, percentage of population trained (this includes all Family and MWR
employees; full-time, part time, flexible, etc) in each identified training area, and impact of best
practices on workforce development. Recipients will be announced on or about 1 May 2013.
Guidance #4 – Professional Development Program (PDP)
With the increased emphasis on workforce development and training, the US Army, MG Robert M.
Joyce Installation Management Academy, School for Family and MWR developed the Professional
Development Program (PDP). This web-based tool, available to Family and MWR employees through
the School’s website: www.imcomacademy.com, empowers each member of the workforce to plan for
a successful career in Family and MWR. Built from Family and MWR position descriptions, the PDP
promotes standardization across the enterprise with an automated individual development plan (IDP)
that addresses competencies, aligns knowledge, skills, and abilities and identifies training. The PDP
also assists supervisors in supporting the professional development of their staff by allowing them to
see learning and development paths for all of their employees.
In accordance with IMCOM Regulation, 350-1, all Family and MWR employees are required to use
the PDP web-based tool to create their annual IDPs. All employees will access the School’s website at
www.imcomacademy.com to ensure their profiles are accurate and select the correct job title
associated with the PDP.
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Guidance #5 – Family and MWR Workforce required Training through the School for Family
and MWR:
Family and MWR Orientation Course: This course is a requirement for all Family and MWR
employees. Whether you are new to the U.S. Army and to Family & MWR or a seasoned employee,
this course provides an overview of both the U.S. Army and the Non-appropriated Funds
Instrumentality (NAFI) known as ''Family and Morale, Welfare and Recreation (MWR)'' and is
essential in helping understand the work environment. According to IMCOM Regulation 350-1 all
Family and MWR staff will complete the online Family and MWR Orientation Online Course within
first 30 days on the job. This course is accessed through the School for Family and MWR website:
www.imcomacademy.com.
Family and MWR Basic Management Course: Successful management of an installation Family and
MWR program requires a new Family and MWR manager to possess a basic knowledge of Army
Family and MWR philosophy, policies, and procedures. This course familiarizes the new Family and
MWR manager with this basic knowledge. All new Family and MWR managers/employees who have
fiscal and program management responsibilities and are assigned to a management position for the first
time take this course. According to IMCOM Regulation 350-1 all new Family and MWR managers
must complete the Family and MWR Basic Management Course within the first 6 months of
employment. This course is accessed through the School for Family and MWR website:
www.imcomacademy.com.
Guidance #6 – School for Family and MWR FY13 Training Calendar
The MG. Robert M. Joyce Installation Management Academy, School for Family and MWR enables
Garrisons to provide quality of life programs and services to Soldiers and Families by developing and
sustaining the Family and MWR workforce through training, performance support and career
planning.
The School for Family and MWR delivers workforce development through five modalities.
Online training which is offered through www.imcomacademy.com learning management
system. The online training is user initiated and self paced. Over 40 courses are available
online and include courses such as Operation Excellence Customer Service and the Basic
Management Course.
Traditional classroom courses held at the Installation Management Academy at Ft. Sam
Houston and at Armed Forces Recreation Center, Shades of Green in Orlando, Florida.
Performance Support that includes M-learning, Mobile learning, online courses offered
through a mobile device; job aids; and a professional development program (PDP) that offers
career planning guidance and auto-generated Individual Development Plans (IDPs).
Blended learning which leverages a combination of online training and written assignments.
Virtual Classroom Courses, new to the workforce in FY13, hosted through Defense Connect
Online. Learners meet once a week in the Virtual Classroom and receive facilitator lead
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content and complete assignments relating to the content taken from the DCO sessions. Virtual
Classrooms allow the School for Family and MWR to reach the Family and MWR Workforce
in real time to provide on time, on target workforce development.
All of the courses are awarded International Association for Continuing Education and Training
(IACET) Continuing Education Units (CEUs) and many are recommended for college credit by the
American Council on Education (ACE).
Guidance #7 Family and MWR Training Requirements
Training and educating the Family and MWR workforce is essential for efficient delivery of quality
products and services to garrison customers. The MG Robert M Joyce Installation Management
Academy, School for Family and MWR plays a key role in the ability of our workforce to support the
IMCOM Top-10 Priorities #6—Develop the IMCOM Workforce and #10—Demonstrate Inspired
Leadership and World-Class Customer Service, and the Installation Management Campaign Plan Line of Effort (LOE) #2 Soldier, Family and Civilian Well-being and LOE #3 Leader and Workforce
Development. Training is sequential and progressive. Completion of lower level courses is required
prior to enrolling in higher level courses. The course calendar can be accessed at
www.imcomacademy.com.
Total Training Requirement Compliance includes the following:

New and Existing Family and MWR Directors:
 Attend the Executive Development for Directors of Family and MWR course

Experienced Division Chiefs:
 Attend the Executive Leadership and Management for Family and MWR Division Chiefs
course within the three to five years of assignment in the position

New and Existing Division Chiefs:
 Attend the relevant functional area Division Chiefs course which includes : Leadership and
Management for ACS, Business Operations, Child, Youth and School Services, Community
Recreation Division or NAF Support Services

Program Managers:
 Attend Family and MWR Program Management Course within the first year in the position

New Family and MWR Managers:
 Complete the Family and MWR Basic Management Course within the first six months of
employment
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
All Family and MWR Employees:
 Complete the on-line Family and MWR Orientation Course within the first 30 days of
employment
 Attend the classroom Family and MWR Team Member Orientation within the first 30-90
days of employment
 Complete either the classroom or online OPEX course within the first 30-90 days of
employment with annual refresher training there after

Commanders will provide Family and MWR employees duty time to complete the required
courses.

All Family and MWR employees must register in the School for Family and MWR online at
www.imcomacademy.com.
Guidance #8 – Selection of Students for MG Robert M. Joyce, Installation Management
Academy, School for Family and MWR Classroom Courses in FY13
1. MG Robert M. Joyce, Installation Management Academy, School for Family and MWR courses will
include two (2) Executive level, four (4) Division level, and one (1) Program level classroom courses
during FY13. A schedule is available at www.imcomacademy.com. All classroom courses are two
weeks. To ensure the classroom courses conducted during FY13 are full with the target audience (right
person in the right seat) the following procedure is followed:
a. Each Family and MWR Regional Chief, in coordination with HQ IMCOM G9 program
proponents will select garrison staff to attend the appropriate level course offered. Names of the
selected attendees are provided to the School for Family and MWR Instructor assigned each scheduled
course. The process for selection will consider target audience staffs who have not attended the
scheduled courses. Coordination with HQ IMCOM G9 will ensure direct support garrison staffs are
considered.
b. IMCOM G9 Armed Forces Recreation Center (AFRC) program proponents will provide a
list of eligible target audience or equivalent staff located at their sites who have not attended the
Division level or Executive level courses at the School for Family and MWR.
c. Target audiences include staff currently in the position. The courses offered are designed to
enhance the skills of the person currently working in the position, and are not designed to develop
skills of those interested in the job.
d. Course attendance is mandatory for selected attendees. All selectees must register for courses
in the School for Family and MWR Learning Management System NLT 60 days prior to the start of
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the course. After selection, if attendance is not possible selectees must request an exception for nonattendance. Requests must be in writing to the garrison Division Chief, Director of Family and MWR,
or Garrison Commander; and forwarded to the Family and MWR Regional Director, IMCOM G9
program proponent, or the AFRC program proponent for concurrence.
e. Selectees must complete course prerequisites as stated at the online registration site for the
course before enrollment by the Course Instructor. All prerequisite courses are online courses or
classroom courses provided by the School for Family and MWR.
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