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MG Robert M. Joyce Installation Management Academy, School for Family and MWR
Guidance #1 – FY 15 Family and MWR Customer Service Program
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 the Installation Management Campaign Plan - Line of Effort (LOE) #1
Professional Installation Management Workforce.
The program provides 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. 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 are outlined in the Family and MWR Employee and Customer Covenant.
Responsibilities will be carried out as outlined in Memorandum, Family and Morale, Welfare and
Recreation Customer Service Program, 8 March 2010, and IMCOM Regulation 350-1 Training and
Leader Development. The following courses are part of the Family and MWR Customer Service
Program:
Family and MWR Team Member Orientation: This program is taught onsite to integrate new
employees into the Family and MWR Culture at their local garrison. To be fully compliant, DFMWRs
need to appoint a facilitation team to regularly deliver TMO at least once per quarter based off of staff
turnover, with DFMWRs and Divisions Chiefs as co-presenters in the course. Army policy is that all
Family and MWR staff should complete this course within the first 30-90 days on the job.
Operation Excellence (OPEX) Customer Service Training: Operation Excellence is Family and
MWR's standardized customer service training program. Army policy is that all Family and MWR
staff will complete annual OPEX training. There are three components of the training program:
1. Initial OPEX training: This course is an essential part of on-boarding new team-members,
setting the standard and foundation of success for world-class customer service delivery. Initial
OPEX is offered in three modalities, any of which satisfy the year-one OPEX training
requirement: (1) Online OPEX available immediately and on-demand at
www.imcomacademy.com, (2) Residential Classroom OPEX taught onsite at garrisons, and (3)
Virtual OPEX –live, online training available to the global workforce using classrooms in
Defense Connect Online (DCO). Either the residential, virtual or online OPEX course
should be completed within a new employee’s first 30-90 days of employment.
2. Sustaining the Employee Covenant for Managers Workshops: These workshops, taught onsite
at garrisons, support Family and MWR supervisors and managers in building and sustaining a
world-class customer service culture. The workshops satisfy the annual customer service
training requirement for managers.
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MG Robert M. Joyce Installation Management Academy, School for Family and MWR
3. Annual Customer Service Refresher: Family and MWR will continue to provide opportunities
for the workforce to refresh their skills every year in customer service delivery. The legacy
three-hour stand-alone OPEX Refresher course is being discontinued in FY15. In its place, a
variety of smaller targeted training topics are available to meet the individual needs of learners
and facilities. These smaller courses are offered in several modalities: (1) Virtual Classroom
refresher workshops on specific skills, (2) Self-Paced Online tutorials, (3) “Training-in-a-box”:
meeting materials and activities for direct manager delivery to staff, and (4) Team-based small
targeted workshops by CSPCs directly at the facility level. Any of these modalities satisfy the
annual customer service training requirement for frontline staff.
Guidance #2 – FY15 Family and MWR Exemplary Workforce Development Award Call for
Nominations
1. The MG Robert M. Joyce Installation Management Academy, School for Family and MWR invites
Family and MWR organizations to self-nominate for the 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.
2. Family and MWR Directors and General Managers are invited to self-nominate their organization
through an online survey link that will be disseminated no later than second quarter FY 15. Surveys
must be submitted no later than 01 April 2015.
3. The outstanding Family and MWR organizations will be chosen from the nominations received.
Nominations will be evaluated by a review committee to select Garrisons that, based on size of their
workforce, most clearly demonstrate strong commitment to professional development.
Guidance #3 – Professional Development Program (PDP)
1. In accordance with IMCOM Regulation 350-1, all Family and MWR employees are required to use
the Professional Development Program (PDP) to generate their annual individual development plans
(IDPs). This web-based tool is available to Family and MWR employees through the MG Robert M.
Joyce Installation Management Academy, School for Family and MWR’s website:
www.imcomacademy.com. All employees will access the School’s website to ensure their profiles are
accurate and select the correct job title associated with the PDP.
2. Built from Family and MWR position descriptions, the PDP promotes standardization across the
enterprise with an automated IDP that addresses competencies, aligns knowledge, skills, and abilities
and identifies training. It empowers each member of the workforce to plan for a successful career in
Family and MWR. The PDP will also assist supervisors in supporting the professional development of
their staff by allowing them to see learning and development paths for all of their employees.
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MG Robert M. Joyce Installation Management Academy, School for Family and MWR
Guidance #4 – Family and MWR Required Foundation Courses
1. The School for Family and MWR provides five courses that lay the foundational knowledge
necessary to ensure ready and resilient Family and MWR team members. Each course is targeted to
support Family and MWR employees early in their careers and to provide the foundation for their
future development and career progression. Completion of these courses is required for enrollment in
advanced training. Professional development of the Family and MWR Workforce supports the
Installation Management Campaign Plan - Line of Effort (LOE) #1 Professional Installation
Management Workforce.
2. Directors of Family and MWR will ensure completion in accordance with this guidance and as
outlined in Memorandum, Family and Morale, Welfare and Recreation Customer Service Program, 8
March 2010 and IMCOM Regulation 350-1 Training and Leader Development.
3. Program Managers, Directors, and Division Chiefs with over eighteen months experience with
Family and MWR will ensure all Foundation courses are reflected on their official School for Family
and MWR transcript no later than 4th quarter of current fiscal year. Transcripts can be accessed at
www.imcomacademy.com. Foundation courses include the following (See chart)
Course Title
Type
When
Who
Family and MWR Orientation
Course
Online
Within the first 30 days
of employment
Family and MWR
Workforce
Team Member Orientation (TMO)
Classroom
Within the first 30-90
days of employment
Family and MWR
Workforce
Operation Excellence – Customer
Service Training
Online,
Virtual or
Classroom
Within the first 3
months
Family and MWR
Workforce
Family and MWR Basic
Management Course
Online
Within the first 6
months
Introduction to the Family and
MWR Delivery System
Online
Within the first 18
months
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Family and MWR
Program Managers,
Division Chiefs, and
Directors
Family and MWR
Program Managers,
Division Chiefs, and
Directors
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MG Robert M. Joyce Installation Management Academy, School for Family and MWR
Guidance #5 – Family and MWR Functional and Advanced Courses
1. A ready and resilient Family and MWR workforce must be proficient in their functional areas.
Leaders and managers must also be adept in leadership competencies. The School for Family and
MWR offers a broad scope of professional development and training opportunities to build these
competencies. All courses are awarded Continuing Education Units (CEUs) and many earn college
credit recommendations from the American Council on Education (ACE).
2. Functional training is available 24/7 for the global workforce at www.imcomacademy.com in selfpaced online training.
3. Leaders and managers in Family and MWR have a progressive and sequential curriculum that
assists in building the skills required to operate comprehensive and complex programs. These courses
include:
(a.) Executive Development for Directors of Family and MWR–the capstone Family and
MWR course is required for all Directors of Family and MWR. This is a residential instructor-led
classroom course at IMCOM HQ.
(b.) Executive Leadership and Management for Family and MWR Division Chiefs—a course
for experienced Division Chiefs required within three to five years of assignment in the position. It is
a prerequisite to attend the Executive Development for Directors of Family and MWR. This is a
residential instructor-led classroom course at IMCOM HQ.
(c.) Leadership and Management for Family and MWR Division Chiefs—Five courses (one
for each functional area) are targeted for Division Chiefs in the position one to three years. It is a
prerequisite to attend the Executive Leadership and Management for Family and MWR Division
Chiefs. This curriculum is a combination of virtual instructor-led training (VILT) and residential
instructor-led classroom courses at IMCOM HQ.
(d.) Program Management curriculum consists of a series of VILT classroom and blended
courses designed to be completed by a program manager over the course of one to two years.
4. Family and MWR leadership at the garrison will ensure that their employees complete the
appropriate training by requiring these courses be added to staff Individual Development Plans (IDPs)
and directing staff to request enrollment at www.imcomacademy.com.
5. Course attendance in VILT and residential instructor-led classroom courses is mandatory for
selected attendees. After selection, if attendance is not possible selectees must request an exception for
non-attendance. Requests must be endorsed by the Garrison Director of Family and MWR and
submitted to the Division Chief of the School of Family and MWR.
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MG Robert M. Joyce Installation Management Academy, School for Family and MWR
Guidance #6 – Army Civilian Education System (CES)
Non-Academy professional development training available to Family and MWR employees is Civilian
Education System (CES) Leader Development training offered through the Army Management Staff
College. For more information, schedule of courses, and registration specifics, visit
http://www.amsc.army.mil/academic/ces/
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