WIESBADEN, Germany - Knowing exactly how to help customers by fully understanding the big picture and feeling empowered to do what's required are all part of Wiesbaden Family, Morale, Welfare and Recreation's new Team Member Orientation program.
"I firmly believe that by providing our new employees with a great orientation it will benefit our organization, enhance retention and foster recruitment," said Gregory Holzinger, USAG Wiesbaden's new FMWR director.
This month new Wiesbaden FMWR employees are taking part in a day-and-a-half-long training session featuring speakers, question-and-answer sessions, role playing and a first-hand look at the many FMWR services and programs that serve service members, civilians and their families in the garrison. The orientation will be offered regularly as new employees come on board.
"We want to show the employees that this is not just a job -- it's more than a job -- it's a career," said Holzinger. "We're using professionals from around the organization to tap into that tremendous experience and commitment.
"Each garrison is a little different, has a slightly different demographic and different facilities," said the DFMWR chief, explaining that it's crucial for employees to see first-hand how it all comes together -- "seeing it in action and having the opportunity to ask questions -- which is different than the online experience.
"It's also important that each employee knows there is an opportunity for advancement and growth," he said. "They can go from an entry-level FMWR job and advance to be the FMWR director.
"We also want to show them that we take care of our own. It sets up the employee for success. … Confidence builds itself through knowledge, and this orientation is part of the communication process," Holzinger added. "The orientation will help speed up the process to get employees more team oriented."
The ultimate goal is to retain valued employees and to encourage growth in the job, said Holzinger and one of the TMO facilitator's Peter Witmer, USAG Wiesbaden's school liaison officer.
"Here's why it's really valuable," said Witmer, who is one of three team leaders. "Every one of our FMWR employees serves customers and must be fully aware of the diverse services and programs available throughout the organization.
"This increases our ability to support the community," Witmer added. "And it will enhance our retention. It also builds resiliency. Knowing the correct answers and ways to assist customers is rewarding and fulfilling for an employee. There's a significant advantage to having the knowledge of the scope of one's organization beyond what one does on a daily basis … seeing the connectivity more effectively."
Ultimately, it comes down to providing the best service possible, Witmer and Holzinger said.
"The Team Member Orientation provides for more knowledgeable employees which provides for a better level of customer service for our valued community members," Witmer said.
Wiesbaden FMWR's new director said TMO is just one of the tools being introduced to increase the sense of belonging to the FMWR Family, encouraging retention and enhancing overall services.
Wiesbaden FMWR directors will join together next month to also hone their knowledge and abilities.
"There's a lot we're going to do to develop and train our current and future leaders. They'll be more emphasis on that," Holzinger said. "We're a family in FMWR -- we have to be caring and compassionate."
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