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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.