Directive AD-04.1 Customer Service Standards
16790
30 OCT 2020
Seventh Coast Guard District Auxiliary Policy Directive AD-04.1
Subj: CUSTOMER SERVICE STANDARDS
1. PURPOSE. To provide policy and guidance to all Auxiliary members in District Seven concerning Customer Service Standards as agreed upon by the Process Owners.
2. ACTION. All Auxiliarists in the Seventh Coast Guard District shall become familiar with and follow the guidelines contained in this Directive.
3. DIRECTIVES AFFECTED. Seventh Coast Guard District Auxiliary Policy Directive AD-04 is cancelled.
4. DISCUSSION. Enclosure (1) lists Customer Service Standards (CSSs), which are established guidelines that provide specific process time for each of the individual processes. The “Process Owners” are in all cases the Director and the District Commodore. The process team is composed of Elected and Appointed Officers at every level of the District Seven Auxiliary and the listed Point of Contact for the process at DIRAUX. CSSs are not designed to distance the Director of Auxiliary (DIRAUX) personnel from the Auxiliary, but rather to develop expectations that are easily understood by all Auxiliarists.
5. ENVIRONMENTAL ASPECT AND IMPACT CONSIDERATIONS. Environmental considerations were examined in the development of the directive and have been determined to be not applicable.
6. RESPONSIBILITY. The Director will make changes to this Directive based upon input provided by the District Commodore.
J. W. Briggs
Commander, United States Coast Guard
Director of Auxiliary
Seventh Coast Guard District
Encl: (1) Seventh District Auxiliary Customer Service Standards
(2) DIRAUX Billet Responsibilities
Enclosure (1) to CGD Seven Aux Policy Directive AD-04.1
Seventh District Auxiliary Customer Service Standards
Initial Enrollment Process:
Start: Prospective member signs form
End: DIRAUX issues a Favorable Determination and changes member status from AP to IQ.
Process time: 30 days
Disenrollment Process: (For member request, end-of-year nonpayment of dues other than between September-December, or death of member):
Start: FC sends request for disenrollment
End: FC receives notification that member has been disenrolled
Process Time: 30 days
Disenrollment Process: (For end-of-year nonpayment of dues - only September-December):
Start: FC sends request for disenrollment
End: FC receives notification that member has been disenrolled
Process Date: Disenrollment will be made during the second week in December and the FC will receive notification by the last week in December
Offer For Use Process:
Start: FC signs form
End: FC receives accepted Offer for Use form with decal and wreath (as required)
Process Time: 15 days
Intra-District Transfer Process:
Start: Member requesting transfer signs form
End: FC receives transferee’s completed package
Process Time: 30 days
Inter-District Transfer Process: (Additional Process Owner - Other District):
Start: Member requesting transfer signs form
End: FC receives transferee’s completed package
Process Time: 50 days
Assumptions:
a. The package is complete at each step.
b. Time in mail each way can be up to 7-10 days.
c. Time from DIRAUX receipt to DIRAUX mail-out is 14 days or less.
d. FCs should submit a Help Desk ticket if additional assistance is needed. Please check AUXDATA first to see if member is enrolled/transferred before initiating any follow-up action.
Enclosure (2) to CGD Seven Aux Policy Directive AD-04.1
DIRAUX Billet Responsibilities
CWO (Operations Training Officer)
• Acting Director when the Director is on leave
• DIRAUX office manager
• Surface Ops Training Program oversight and mgmt.
• Operational Facility Offer for Use Manager
• ALAC Manager
• DIRAUX Funds Manager
• D7 TCT Administrator
• Process damage claims
• AUXLO POC
SK1
• Supervise the YN2
• Maintain budget/spend plan
• Assist with YN duties
• Perform procurement processing
• ALAC Card Manager
• Property custodian
• Supply clerk
• Aux exam qualification and distribution
• Process ID card requests
• Answer assigned Help Desk tickets
• Perform AUXDATA entries/functions
• Assist with other projects as directed
YN2
• Provide YN support to office (orders, travel claims, admin, etc.)
• Assist with SK duties
• Produce/Track dis-enrollment, death and retirement paperwork
• Process travel claims and solve payment problems
• Mail clerk
• Answer assigned Help Desk tickets
• Perform AUXDATA entries/functions
• Assist with other projects as directed
Auxiliary Affairs Assistants
• Perform all admin functions
• Answer assigned Help Desk tickets
• Perform AUXDATA entries/functions
• Act as Member record custodian
• Adjust membership status as required
• Process new member applications
• Process awards and certifications
• Process elected and appointed officer certifications and waivers
Recreational Boating Safety Specialist
• Direct and coordinate activities related to Recreational Boating Safety mandates
• Manage prevention programs in an effort to reduce boating accidents/fatalities
• Educate and motivate recreational boaters to behave responsibly and knowledgeably
• Government Vehicle custodian