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Military

SECTION III

FAMILY ASSISTANCE CENTERS (FACs)

FACs have an important one-stop assistance and referral role for individual families. They are usually formed at installation level for major deployments. Some large units form their own FACs in time of deployment. FACs provide linkages to RDCs and FSGs in brigades and battalions. RC Family Support Coordinators (FSCs) generally provide similar support.

TOPIC: Purpose and Composition of the FAC

DISCUSSION: During extended deployments, the need for assistance for family members increases dramatically. For this reason, the installation must be prepared for the increase in the use of family support services. Types of agencies which should be located at the FAC include:

  • ACS
  • Red Cross
  • CHAMPUS representatives
  • Finance
  • Adjutant General (AG)
  • Family Advocacy
  • DENTAC
  • MEDDAC
  • Provost Marshal Office (PMO)
  • Chaplain
  • Inspector General (IG)
  • Judge Advocate General (JAG)
  • Public Affairs Officer (PAO)
  • Directorate of Engineering and Housing (DEH)
  • Director of Logistics (DOL)

These agencies are the suggested composition of a FAC. This is not an all-inclusive list.

LESSON(S): Installations and RC organizations must tailor the composition of their FACs to the special needs of the installations or units.

  • All agencies on post should be prepared to assign personnel to the FAC once it is placed into operation.
  • Since many of the agencies' services will be required 24 hours a day, contingencies should be made to have a representative available on call around the clock.
  • The FAC should have phone numbers for the rear detachments and FSGs.

TOPIC: FAC Facility and Location.

DISCUSSION: FAC facilities include ACS centers, in-/out-processing centers, and other large buildings, such as Recreation Centers. Some were easily accessible, readily identifiable, and had adequate space for operations, while others did not.

LESSON(S): FAC activities should be centralized, identified and readily accessible.

  • Space must be adequate to allow multiple representatives to conduct activities, to house informational materials in a tidy and accessible area, and to be "user-friendly" with space for waiting soldiers and family members.
  • Having a separate waiting area with television and refreshments available will minimize noise and distractions.
  • Space in the FAC for meetings, briefings, and training sessions enhances the ability to support the FAC as the post's central FSC during the deployment.
  • Optimally, the facility should have sleeping, shower and food preparation areas for the workers. These areas will facilitate 24-hour operation. Private rooms for counselors are desirable as well.

TOPIC: Staffing the FAC for 24-hour Operation.

DISCUSSION: Twenty-four-hour availability is considered essential during the heaviest periods of pre-deployment and the initial 30-45 days following troop departure. Using internal manpower assets to operate 24 hours a day without prior planning strains installation resources. Dedicating ACS staff to FAC operations without prior planning will result in some primary missions going unattended.

LESSON(S): Prior planning is critical to maintaining essential base operations while meeting extensive additional requirements of FACs. Staffing alternatives include:

  • Staggering schedules of civilian employees.
  • Cross-leveling staff from other agencies with diminishing demands (such as the Alcohol and Drug Abuse Prevention and Control Program (ADAPCP), Morale, Welfare and Recreation (MWR), and Education Center).
  • Compensating civilian employees for overtime.
  • Supplementing existing manpower resources with overhires, temporaries, volunteers, non-deploying soldiers, and Individual Ready Reservists.
  • Telephone coverage from 2200-0600 may not prove cost-effective since few requests for service are received during this time period.

TOPIC: Planning for Family Assistance Operations.

DISCUSSION: Effective family support and FAC operations involve many installation activities and organizations. Coordination among these players under command leadership is essential. Installations have used several types of coordinating groups including the Family Assistance Team, Human Resource Council, and task forces composed of selected representatives of the Human Resource Council.

LESSON(S): Family Assistance Teams or equivalent planning/coordinating groups supported identification and responded to the needs of soldiers and families during Operation DESERT SHIELD/STORM. When possible, include STARC and Reserve family assistance representatives in meetings. Frequent meetings are required during the initial phase to assess needs and develop responses; evaluate the viability of the family assistance network, make adjustments as needed, and plan for anticipated events/requirements.

TOPIC: ACS Responsibilities for FAC Operations.

DISCUSSION: Most FACs initially operated 24 hours a day. ACS provided the core staff for FAC operations. Many installations did not have a plan that included FAC extended-hour staffing and simultaneous maintenance of other ACS programs was considered a priority by the command.

LESSON(S): Mobilization support of soldiers and families is a key ACS function. Adjustments must be made as required to adequately fulfill additional responsibilities and meet increased demands while sustaining other command priority ACS functions.

  • Realistic, executable plans are needed with regard to how the center will be staffed and actions initiated to ensure effective operation initially.
  • Planning for requirements to sustain activities throughout an extended deployment ensures consistent support to waiting families.
  • Staffing may be accomplished by staggering work schedules of existing staff, compensating civilian employees for overtime, assigning nondeploying and Individual Ready Reserve (IRR) soldiers, hiring additional staff through overhire or temporary hires, retirees, and supplementing with additional volunteers.

TOPIC: Telephone Service in the FAC.

DISCUSSION: A large number of telephone calls can be expected from the first stages of pre-deployment through the first two weeks of deployment and during high stress periods such as the beginning of combat. Installations have found that four telephone numbers on a rotary sequence system has worked with a minimum period during which all lines were busy. Having the rotary system, a system in which as one line becomes busy, the system routes the call to a free line, meant that the FAC only had to publish one telephone number, making it easier for the target audience to remember.

  • A number of dependents may live outside of the local dialing area. For this reason the FAC should contract for a toll-free number to help serve these customers. The toll-free number is helpful at a mobilization station for RC soldiers. RC dependents, in many cases, live hundreds of miles from the post.
  • Phone lines should have long distance and AUTOVON service for reaching dependents and other military installations. Call-forwarding service from agencies on post to the FAC can be useful when the staff is on duty at the FAC or for after-hours during the FAC 24-hour operation. A courtesy phone for customers keeps them from tying up operational phone lines.

LESSON(S): Plan for an adequate number of long distance, AUTOVON and toll-free telephone lines for operators and customers.

TOPIC: Automatic Data Processing (ADP) at the FAC.

DISCUSSION: During FAC operation a great deal of data will be collected, such as the number of calls and their nature, actions taken on incoming calls, and agency phone numbers. The most efficient and effective method of managing this information is with ADP equipment. Typically, computers, fax and photocopy machines fall into the ADP category.

  • Computers can be used to prepare correspondence and can communicate with other computers worldwide when equipped with a modem.
  • In any paper-generating operation, a photocopy machine is indispensable.
  • The fax machine is rapidly becoming one of the most popular methods of transferring information in hard copy from one destination to another. The fax can be used by a FAC for transferring documents between locations worldwide, including the theater of operations (TO).

LESSON(S): Installations should plan on supplying FACs with essential ADP equipment. A deploying unit can transfer unneeded ADP equipment to the FAC for use until the unit redeploys. Computer systems handle the massive information gathered by the FAC personnel. An automated database is essential for FAC operations.

TOPIC: Information Changes/Overload at the FAC.

DISCUSSION: During an exercise or deployment, information is continuously flowing in. Telephone workers should be kept as up to date as possible to prevent the dissemination of incorrect or outdated information.

LESSON(S): A possible method of overcoming information overload is to place "butcher paper" in front of the telephone operator desks. The paper is in full view of all operators and can be updated as information is received. This method also assists when updating operators during shift changes. Such information as 800 casualty numbers, on-call personnel numbers or answers to frequently- requested questions can be included on this paper.

  • Telephone books and a "brain book" with the frequently requested answers should also be accessible to each operator.
  • A matrix with problem descriptions and the agencies responsible for a given problem will assist an operator refer the caller to the appropriate agency (see Appendix D).

TOPIC: Fluctuating Volunteer Support.

DISCUSSION: Volunteers traditionally extend ACS service. Experience indicates that the numbers of volunteers available decreased somewhat during the pre-deployment and immediately following troop departure. The number of volunteers reached or exceeded previous levels at about the 30-45-day point after deployment. The increase was due primarily to new volunteers joining the organization.

LESSON(S): Expect some loss in volunteer support at a time when additional staff is needed to meet increased/new service demands. Other staffing alternatives are needed to ensure effective responses in the event of volunteer loss.

  • Gear volunteer orientation and training programs to process the new volunteers quickly.
  • Continue active volunteer recruitment efforts to tap potential new resources for prospective volunteers. Volunteers from the civilian community have provided valuable assistance to other activities such as Youth Services, and could be a resource for many ACS programs. The retired military community should not be overlooked as a potential source of volunteers.

TOPIC: Changes in the Nature of Requests for Assistance

DISCUSSION: Initially, FAC personnel found that family problems centered around the need for accurate and timely information and financial and housing concerns. Financial problems were focused on long-standing money management issues which were aggravated by deployment, for example, existing indebtedness, personal expenses incurred before leaving, the transportion of children to caretakers and transportation to the home of record for waiting spouses.

  • FAC personnel report that, as the deployment progressed, requests for assistance shifted to the need for counseling and emotional support to relieve family stress. Parents experienced stress due to the uncertainty about the duration of the deployment, full-time responsibility for children and, in some cases, the extended absence of the primary disciplinarian.

LESSON(S): Initially, additional staff will be required to meet requests for financial assistance (AER/ACS), housing (DEH), and general information (ACS). Proactive planning to provide services as needs emerge may prevent a family breakdown which might result in the early return of the soldier. Programs, such as Parent Support Groups, Mother's Day Out, special groups for children/teens, matching families in a ``buddy'' system, respite care and free child care for meetings and classes, should be implemented to relieve family stress.

TOPIC: Access to Bank Accounts.

DISCUSSION: Many soldiers and their spouses do not have joint bank accounts. To access the soldier's account to pay bills, the spouse must have a power of attorney, be placed on the account prior to the departure of the soldier, or the soldier must change allotments to ensure adequate money is in the spouse's account to pay the bills. Some banks will not accept a power of attorney, leaving the last two options as the soldier's only way of ensuring that debts are paid and that his family has access to enough money to subsist during an absence.

  • Single soldiers do not have the convenience of having a spouse available to pay bills during an absence. The single soldier must make the above arrangements with a trusted friend or family member.

LESSON(S): Soldiers must not neglect their monetary obligations while deployed. They should check with their banks about policies covering access to accounts.

TOPIC: Judge Advocate General (JAG) Support during Deployment.

DISCUSSION: Soldiers tend to put off such personal items as wills and powers of attorney until absolutely necessary. With the threat of war and extended deployments, soldiers either update or initiate both. One post experienced the drawing up of 8,500 wills and more than 14,000 powers of attorney prior to the deployment of troops to Operation DESERT SHIELD.

  • Single and married soldiers whose dependents return to families will try to break leases and may need advice from JAG about the legal ramifications of such action.
  • Local organizations will organize fund raisers to help families left behind or to purchase gifts for deployed soldiers. JAG will be used to advise on the legalities of specific fund raising activities. Legal problems may be encountered when the post accepts community donations due to a lack of policy guidance and planning.

LESSON(S): JAG must be prepared for a huge influx of requests for wills and powers of attorney, not only from active duty soldiers and their dependents, but also from National Guard and Reserve members. They should also be prepared for the rise in the number of requests for assistance on indebtness matters, lease issues and fund raising activities. National Guard and USAR families will ask for assistance with interpreting and implementing the Soldier and Soldier Relief Act.

TOPIC: The Role of Drug, Alcohol, and Mental Health counselors at the FAC.

DISCUSSION: Experience has shown a significant increase in the need for Drug, Alcohol, and Mental Health counselors to assist family members of deployed soldiers. Counselors dedicated to the service members are normally under-utilized during deployments. Therefore the assets can be diverted to the FAC as assets for family members.

LESSON(S): Consider diverting Drug, Alcohol, and Mental Health counselors to handle an increase in family member requirements for their services. These counselors should be located at the FAC. Consideration should also be given to assigning Drug and Alcohol counselors to units to assist RDC and FSGs in other more serious family problems and to act as consultants.

TOPIC: Public Affairs Office Role at the FAC.

DISCUSSION: Once a major deployment has been announced, the news media can be expected to be on post trying to gather information to report. One of the greatest problems that occurs during a deployment is the spreading of rumors. It is the PAO's responsibility to provide accurate and official information to the media.

LESSON(S): For at least the initial period of pre-deployment, the PAO should plan on having representation at the FAC to receive the news media and their inquiries. If unable to be at the FAC physically, ensure that all members of the FAC have a phone number of a PAO representative and are instructed not to disseminate information to the media without first checking with the PAO. In addition to assisting FAC personnel the PAO should coordinate weekly briefings for family members on the status of the deployment and to provide information on relevant topics such as rumors and taxes.

TOPIC: Chaplain Support

DISCUSSION: Chaplain support for DESERT SHIELD/STORM was wide and varied. Making sense of life's transitions is a large part of the chaplain's mission. Chaplain effectiveness was enhanced where chaplains developed a range of plans to meet deployment contingencies. However, some plans failed to account for family support hand-offs from deploying chaplains to remaining installation chaplains. Many people were not prepared for a no-notice deployment with a duration of several months. Long deployments tend to provide a longer view and reveal what is compressed, unnoticed and not felt in shorter deployments. Chaplains play an integral role in support of the family. During interviews parents stated that "children do want to talk about the parent who deployed."

LESSON(S): Chaplains should participate in all family support briefings, visit schools and speak to children about the deployment; design various activities and programs for children. These include deployment adjustment classes for children and teens, coloring books and lineage trees. Ensure that spouses know where the chaplains are located and how to contact them. This is imperative in the case of reserve component personnel.

  • Chaplains should also provide training and assistance in the following areas:

    • Unit, newcomers and predeployment briefings.
    • Family Stress Management Seminars
    • Chapel/ACS services (child care, school and home visitation, food collection and distribution)
    • Family Support Training Workshops
    • Unit Ministry Team Counseling
    • Participate as an advisor to the commander
    • Family Life Education Programs
    • Casualty Training
    • Grief and Bereavement Support Training
    • Emotional Support and prayer groups

TOPIC: Dealing with Loss of Life

DISCUSSION: How a community deals with the grief brought about by the sudden, traumatic losses possible in war is critical. Leaders are the key to this. Commanders must lead with warmth and sensitivity, and give the community permission to grieve through public observances. Comforting and insuring the welfare of the next of kin are also vital to give them the strength to move ahead.

LESSON(S): The following list of tips are provided to assist the bereaved:

  • Listen
  • Provide assurance, but do not dismiss or negate the person's feelings.
  • Be patient.
  • Repeat directions and explanations until they are understood and remembered.
  • Treat with warmth and sensitivity, the way you would want to be treated.
  • Do not tell someone how they should feel, let them experience their own emotions.
  • Do share your own feelings about related experiences of loss.
  • Arrange for a close friend to stay with the survivor.
  • Be with the survivor at a time normally reserved for the deceased spouse, such as evening when the spouse would be returning from work.
  • Allow the bereaved to direct the conversation if desired (Sometimes nothing needs to be said, one's presence is enough).
  • Provide accurate information. It will lessen their hostility.
  • Be honest.
  • Help with chores and meals. Offer to babysit.
  • Screen and keep records of phone calls and visitors.
  • Send a note or flowers.
  • Isolate from the media if desired and needed.
  • Assist with thank you notes.
  • Call weeks later, when others have stopped.
  • Spend special time with the widowed when depression is most likely to be experienced-anniversaries of the incident, holidays and birthdays. Also, during times such as when a child leaves or when the widowed may be experiencing a new loss that is likely to reopen old wounds.
  • Ensure that a person who speaks the same language is available.
  • Provide alternatives, be a sounding board, do not make decisions for them, allow people to decide what is best for them.
  • Encourage their independence.
  • Include them in social activities.
  • Recommend caution in prescribing medication for the bereaved.

TOPIC: Respite care funding for sole parents.

DISCUSSION: The uncertain duration of the deployment, 24 hour un-relieved responsibility for home and child management and, in some cases, the absence of the primary disciplinarian greatly increase the risk of child abuse in waiting families. Respite care provides relief for parents under extreme stress. Restrictions on appropriated fund funding for respite care limit its availability.

LESSON(S): Alternate support activities for parents, such as parent support groups and the Mother's Day Out program can help provide relief.

  • Donated funds can be used to provide respite care.
  • Encourage parents to participate in activities where child care is provided, such as ACS and FSG volunteer work and Outreach center programs. Parenting education classes focusing on the single parent help develop coping skills.

TOPIC: National Guard and USAR FACs

DISCUSSION: Some reserve components had tremendous success with family assistance programs due to the FAC personnel familiarity with their community's assets and with the families. This familiarity enabled them to draw immediate support from the communities and fostered a strong bond between FAC personnel, soldiers and families.

LESSON(S): The following suggestions were provided by the states:

  • STARC/MUSARC/MSC should send mobile teams (JAG, Finance, Personnel, Chaplain, CHAMPUS, Red Cross, PAO and FS coordinator/ to activated units to:
    • Assist POR/POM soldiers/families
    • Provide prebrief on mobilization
    • Assist in resolving immediate problems
    • Assist in setting up the FSG
    • Give information of services
    • Provide points of contact
  • Use ``home town'' recruiting and retention personnel to staff Family Assistance Centers.
  • STARC chaplains need to be activated as soon as a unit in the state is activated. STARC chaplains should be used on mobile state FAC teams. The STARC chaplain needs to manage area coverage for Reserve and Guard FSGs and FACs.
  • Pre-mobilization command emphasis should be placed on 100% enrollment in Sure-Pay, preparation of powers of attorney, wills and compliance with Family Care Plans.
  • DA Form 1172, DEERS Enrollment should be returned to active installations throughout the state and not to the DEERS processing centers. This expedites the enrollment of dependents.
  • Pre-mobilization training for FAC personnel should be timely and intense.
  • Each STARC should have a DEERS terminal to input new data.
  • Mutual coordination and support between USAR and NG family assistance programs proves to be extremely beneficial for family members.
  • The key to success is a decentralized operation. NCOICs must take the initiative and be allowed latitude in decision making.
  • All STARCS and regional FACs serving USAR and NG should have a 1-800 phone number for assistance to family members.
  • It is extremely difficult to develop a checklist that anticipates all future problems. Center personnel must be flexible.
  • The STARC needs to be active during the early phase of mobilization.
  • Retirees and state paramilitary groups may provide well-trained volunteers.

TOPIC: Reserve Component(RC) Distances

DISCUSSION: The distances between the elements of RC units are a support problem.

LESSON(S): The distances between the elements of RC units are a support problem. It is very important to keep the local armory open to give the Family Support Group leaders access to telephone lines and office equipment.

Table of Contents
Section II: Family Support Groups
Section IV: Additional Family Support Lessons



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