DATE: June 14, 2021
TO: All Personnel: LGA, HPN, ISP, SWF
FROM: Robert A. Duffy, Federal Security Director: LGA, HPN, ISP, SWF
SUBJECT: Weekly Update
As I write this week’s update, we are in the first day of the LGA shift bid. I had the opportunity to see the new process for conducting the shift bid in the Regulatory conference room earlier today and was very impressed with the efforts of the entire team. Thank you to Supervisory Scheduling Operations Officer Janine Ganas, Carlos Acevedo, Lexeus Betancourt, Chris Betancur, Pedro Cintron, Linda Correa, Shirley DuJour, Allia Joseph, Darchelle Lewis, Indiana Lopez, Steve Mazurek and Frank Mendez. Thank you again to the entire team for a job well done. The new shift bid will become effective July 18.
Tomorrow, June 15, I will be attending a meeting with our Executive Director for Large Hubs, Paul Leyh, the FSDs at JFK and EWR, the PANYNJ Aviation Director and the general managers at LGA, JFK and EWR. The meeting is to discuss the PANYNJ customer service program called “WE SOAR”. This effort began several years ago after the PANYNJ began conducting surveys of the passengers at the three NYC PANYNJ area airports. The results were poor, with the three PANYNJ airports making up the bottom three airports on the list of hundreds of surveyed airports across the US and internationally. As of this date, there has been noted improvement at all three airports. In comparison to the peer airports LGA is rated against, we have scored very well. LGA is equal to our peers for Staff Courtesy. LGA is rated equal to our peer airports for Thoroughness of Screening. LGA is rated above our peers for Security Wait Times, and LGA is above our peer airports for Safe and Secure Feeling as rated by the traveling public.
These responses are significantly improved from where we were at the start of the WE SOAR initiative. I thank you all very much for your consistent professionalism, diligence and respect to the passengers and stakeholders who pass through our checkpoints every day. Your efforts have been noticed and reflect in the ratings we have received from the many survey respondents. While you may not realize the impact you have on people every day, please be assured your professionalism and conduct are watched closely by the public and greatly appreciated. Thank you again for the excellent work you do every day. I know the PANYNJ also appreciate your efforts every day as we all work to build a world-class airport at LGA.
We started another new officer class last week which followed the class from Pay Period 11. We will have another new officer class starting next week. Combined, we will have approximately 70 new officers at LGA, with additional classes starting in August and September. We have also selected three new K-9 handlers. I want to thank the entire Human Resources unit for their outstanding effort in the selection and hiring of so many people in a short period of time. Thanks also to the Training Instructors who are responsible for training all of the new officers, and thank you to all of our OJT Coaches who will work with the new officers upon their completion of the classroom training. I met with the new officers last week and set the record straight with them as to what we expect from them and the TSA mission. As always, hold them to high standards and teach them the right way to do their jobs so that doing their job the right way becomes a habit to all of them.
Since we are always looking for exceptional people to hire into the TSA and join our ranks, the TSA Office of Human Capital has started a program of Recruitment Incentives and Recruitment Referrals. These programs are cash incentives for current employees of the TSA to recruit and keep new people in the TSA. If interested, please contact HR for details.
Over the weekend, SWF Manager Camille Campos learned that American Airlines will be leaving SWF at the end of September. While unfortunate, I know the PANYNJ is working diligently to find more airlines to come to SWF. I will ask about their progress when I meet with them tomorrow.
For everyone at ISP, next Tuesday, June 22, LIMA management will be holding a series of one-hour public workshop meetings in the Main Terminal Building Art Gallery. The meetings will explain the alternatives for the replacement of the existing West Concourse. The meetings are open to all and will start at the top of every hour from 1500 to 1900. These meetings are a good opportunity to see the future of ISP.
For those of you at LGA in Terminal A, please be advised that there is a new POTS phone line. This new number was established in response to the recommendation of the Terminal A STSOs. Thank you to our Terminal A supervisors for this idea. For those who need the number, please ask your supervisor or call the Coordination Center. You all know what your needs are to be successful in carrying out our mission every day, and the leadership team is here to serve you and respond to your needs. Keep your good ideas coming so we can take action for you.
I want to discuss the importance of following the chain of command. For those new to the TSA, the Screening chain of command is TSO, LTSO, STSO, H-Band Manager, I-Band Manager, DAFSD, AFSD-Screening, DFSD, FSD. Please follow this chain of command. Following your chain of command affords us the ability to resolve problems and answer questions at the lowest possible level. Doing so will provide you with the quickest response. Going outside of the chain of command undermines those who are skipped over and can serve to erode the trust that is vitally important at all levels of leadership between the leader and those being led. If a problem can’t be resolved at the lowest possible level, then it may be raised to the next level above your direct report. That should be done with the knowledge of both people. Since I expect and require that all people in positions of leadership always look out for the welfare of those in their charge, when you bring a problem to your immediate supervisor’s attention, they are required to respond. If they don’t know the answer, which can happen, they are required to find the answer and report their findings back to the person asking the question or with the problem we are trying to resolve. Again, follow your chain of command.
For those who work at LGA, Terminal B, we have met with the leadership of LaGuardia Gateway Partners (LGP). Please be advised that they are not to go to anyone in uniform to discuss why more lanes aren’t open or why we don’t have more officers working at a particular time of day. There are two meetings daily in Terminal B at which TSA managers and LGP managers can talk about the activity for the day, any concerns and related information. They are not to tell us how to conduct screening or tell us how to staff our checkpoints. If that happens in the future, please make notification up through your chain of command so we can put a stop to that inappropriate practice.
Thank you all again for your outstanding service to our Nation. As stated earlier, you are all making a difference every day and I am proud of all of you.
Regards,
Bob Duffy
