Workforce survey gives command passing grade

By Jack LoudermilkApril 7, 2009

RED CLOUD GARRISON, South Korea - A survey of U.S. Army Garrison Red Cloud's workforce indicates the command is successful in most areas regarding employee and customer satisfaction, with one exception - complaint feedback.

Forty-six percent of respondents to a combined workforce command climate survey conducted in late March said they did not receive a response when they complained about poor service.

All 1,066 USAG military and civilian members in Area I with a government e-mail account received a link to the online survey. For employees without e-mail, supervisors printed the survey and provided copies to those employees and 531 people responded.

Richard Davis, deputy to the USAG-RC commander, said he is impressed with the survey's results.

"It was a good survey and I am pleased with the number of responses. It provides a good look at how we are progressing as a whole. We may have received a passing grade, but there's still work to be done."

Although the command received more than 80 percent approval in most areas, Davis said additional comments submitted indicate a need for more face-to-face contact from senior leadership.

"It's clear that I need to get out more and visit with our various sections," he said. "It's easy for leaders to get tied up in meetings and working various actions; causing us to spend less time with our people. I am going to do a better job, starting now, by visiting and talking with our people throughout the area. I hope to influence other directors and leaders to do the same."

After reviewing contents submitted by respondents to the survey, Command Sgt. Maj. Earlene Lavender, USAG-RC Command sergeant major, noted a number of complaints resulted from possible unrealistic expectations.

"Today's workload is challenging and demanding," she said. "We, as a society, want things now and sometimes do not understand the circumstances behind the work."

"As a leader," she continued, "you have a difficult challenge of balancing the customer with the employee. You always want to satisfy the customer by giving them an excellent product and quality of service. At the same time, you must ensure employees meet a standard without giving the impression you, as a leader, do not understand or empathize with their concerns."

"I have learned these challenges will not get any easier," she said. "Maintaining professionalism and respect to all will make decisions easier."

Davis also noted the workforce's preferred method for receiving information is face-to-face contact. Most respondents, 69.2 percent, chose face-to-face as the preferred method for getting information. E-mail is preferred 42 percent while only 16.2 percent like town hall meetings.

"I was surprised that e-mail got as many votes as it did," Davis said. "I would have thought it to be the least favorite."

Davis said, by comparing the number of face-to-face choices to the low votes on town hall meetings - which is also face-to-face - indicates a need for future town halls to be more informative.

Lavender said the survey opened her eyes in regard to both the customers and the workforce. "I will take the time to learn what our hard working people do and what it takes to get the end result," she said. "My visits will become more frequent, and I will strive to become more accessible to all. As a senior noncommissioned officer, I realize this job is not about you, but about making a difference to all: Soldiers, Family members and civilians."

Davis said this year's survey made him optimistic about how well people are pulling together to accomplish the mission.

"We're doing an excellent job now," he said, "but we still have much more to accomplish. I am confident we have the right people doing their best. Everyone is pitching in and working hard. Yes, there are areas we need to improve, but as long as we continue to communicate, we will improve."