Annual Report 2014 | American Foreign Service Association
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21

Member Services:

Busier Than Ever

Member Inquiries

A

FSA implemented a new association manage-

ment software (AMS) system in January that

gives staff more flexibility in updating member in-

formation, recording contacts and tracking inqui-

ries. The new AMS also allows members to create

personal profiles, change their addresses online,

register for upcoming events, renew their member-

ships, search the online directory and donate. We

believe the investment in technology will allow us

to serve our members by better tracking member-

ship concerns and aligning our limited resources

accordingly.

In 2014, the member services department as-

sisted more than 1,200 active-duty, retired and

associate members on issues ranging from mem-

bership and dues inquiries to AFSA benefits, in-

surance, post representative concerns and more.

AFSA retiree counselors provided guidance and

assistance to more than 300 members on such is-

sues as annuities, dealing with the State Depart-

ment, divorce, the Federal Employee Health Ben-

efit Plan and Medicare, social security, retirement

planning, survivor questions and WAE issues.

Survey of Members and

Non-Members

In late summer, AFSA conducted an extensive sur-

vey of members’ interests, priority concerns and

association engagement. To ensure anonymity and

unbiased questions, AFSA contracted with Capital

Development Strategies to conduct the survey.

We were extremely pleased with the response:

nearly 3,500 people (active-duty, retired and asso-

ciate members, as well as non-members) took the

survey in the three weeks it was open. We received

enough diverse responses to get a representative snapshot of our

membership’s opinions. In general, the survey showed high levels

of member satisfaction on a broad range of services, products and

member benefits.

AFSA will use these results to inform us as we plan for the

coming year and to direct resources to issues our members want

AFSA to address, including advocacy for full overseas comparabil-

ity pay, employee benefits, legislative issues, professionalism and

ethics, working conditions, and family and dependent issues. In

addition, the survey results indicated that members want to hear

more about what AFSA is doing to advocate on their behalf. AFSA

will continue to inform members of advocacy efforts with agency

managements, on Capitol Hill and with the American public.

Member Events

AFSA hosted 14 lunches for incoming Foreign Service special-

ists and generalists from all foreign affairs agencies. These events

gave us an opportunity to welcome 547 new AFSA members and

provide them with a brief history of AFSA, its services and advo-

cacy efforts on behalf of all Foreign Service employees. Governing

Board and staff members appreciate serving as speakers and hosts

and welcoming new members. Participants enjoy these celebra-

tory events marking the end of their orientation and find value in

Members mingle at a reception for retiring Foreign Service and Civil Service

members following the Job Search Program at FSI, August 2014.