Airman Care Center Resources: Complaint Resolutions

UNITED STATES

08.21.2019

Story by Master Sgt. Timothy Chacon 

194th Wing

When I was selected to join the 194th Wing’s Inspector General Office as the Director of Complaint Resolutions (IGQ) I knew I was in for a big transition. I was moving back into a wing after five years at the Headquarters and my first change in Air Force Specialty Code in 16 years. For my entire career I’ve worked in Public Affairs and enjoyed the opportunity to tell the story of the Airmen I work around day in and day out. This transition would be a big one for me – where my role remains important, but in a much different way. Now that I have settled into this new role, I am using my past experience in PA to share more broadly the services I can provide for our unit when needed.

The IGQ is responsible for ensuring our wing complies with AFI 90-301, which affords all Airmen, Civilians, and Contractors with the opportunity to submit a complaint and when warranted be offered a fair and impartial investigation of the complaint (not the complainant) in order to support good order and discipline at all levels of our unit. I am also in charge of sharing information about the fraud, waste, and abuse reporting process and whistleblower protection.

As the “Q” it is my role to be visible to Airmen, Civilians, and Contractors to ensure they know who to reach out to if they have an issue and how to do it. I have started that work by updating the traditional fliers you see hanging on bulletin boards and will start more non-traditional methods to get the word out in unit visits in the coming months.
One of the largest aspects of my job is to investigate issues of reprisal and restriction and to refer or assist the chain of command in cases outside those two areas.

As a neutral fact finder, I don’t make decisions on a case. I provide the Commander with the facts uncovered in an investigation and advise on the options they might consider in how to resolve the complaint. Equally important, it is my duty to ensure all complaints and the individuals involved in them remain confidential and information is shared only with those individuals with a direct need to know.

Any communication with me, real or perceived, is a protected communication. You are guaranteed as an Airman, Civilian, or Contractor, the right to meet with me. Preventing you from doing so is considered restriction and is unlawful. Should you choose to meet with me, you also cannot be punished or have actions withheld due to meeting with me; that is considered reprisal.

If you feel you have an issue that may need to be addressed, please do not hesitate to meet with me. Your chain of command should certainly have an opportunity to address the issue as well, but some issues require an outside perspective – that is what I’m here to provide. Our first conversation will help us to understand the best path to reach a resolution and you can always move the complaint forward or stop the complaint at that time.

In the coming months, I hope to have an opportunity to meet you as a fellow Airman, to increase your awareness of the services I can provide, and to serve as a trusted place to seek resolution if an issue presents itself for you. As a new IG, I am committed to identifying issues that prevent our unit and our Airmen from being at their best and to supporting the command in their efforts to resolve them.

• Date Taken: 08.21.2019
• Date Posted: 08.23.2019 16:26
• Story ID: 336822
• Location: US