workingforyou Ready to Serve A
Contact the MSC MOAA members can contact the Member Service Center (MSC) by calling (800) 234-MOAA (6622), emailing msc@
moaa.org, or writing to MOAA MSC, 201 N. Washington St., Alexan- dria, VA 22314.
50 MILITARY OFFICER JULY 2015
MOAA’s Member Service Center helps members and spouses understand a vast array of legislative, benefi t, and membership issues. By Col. Ana R. Smythe, USMC (Ret)
A call center — let’s outsource it! Anyone can handle member calls. Do we really need to connect personally, or can someone overseas handle that work? Today, many organizations have bought into that premise — MOAA, however, is not one of them. MOAA’s Member Ser- vice Center (MSC) is not a call center but, rather, a resource center. We are a value proposition for every member, but one that many are not aware exists. As the frontline operations center for
MOAA, the MSC handles inquiries from members by phone, email, and mail on every aspect of association activity. In one call, you might fi nd a member service rep- resentative (MSR) explaining a complicated new regulation that aff ects fulfi llment of medications through TRICARE Pharmacy Home Delivery. Across the room, another MSR is walking a member through the con- gressional process of budget reconciliation and the current state of a MOAA initiative. At the same time, others are taking dues payments over the phone and adding email addresses to members’ fi les.
When the MSC launched in late 1998, the mission was simple and challenging: create a one-stop shop free of frustrating phone-tree menus so members quickly could reach a knowledgeable person who could provide accurate, timely informa- tion on military benefi ts and MOAA advocacy eff orts, as well as handle mem- bership transactions. Fifteen years later, the scope of the MSC has expanded along
with MOAA’s activities to include advice on career transition, chapter activities, VA claims processing, and a host of other topics. However, the core mission of the MSC remains exactly as envisioned. To satisfy the MSC mission, we put
a great deal of eff ort into the search for capable employees. Our MSRs all hold college degrees and show high levels of intellect and the capacity to learn new concepts in a quickly changing environ- ment. We also look for candidates who display compassion, have excellent writ- ing skills, and have, in some way, a per- sonal connection to the military ethos. Our training program is an intensive four-week course that exposes new hires to every department at MOAA and every issue the association works. One of the most important roles of the MSC is serving as a conduit between the membership and association leadership. Member feedback is incredibly important and infl uences MOAA’s legislative pri- orities and approach to relevant topics. Every member who contacts MOAA with an opinion or for a piece of advice can rest assured that sentiment makes it past the MSC and gets fair consideration at the appropriate level. If you have never used the valuable re-
source that is MOAA’s MSC, please know we are here, always ready to serve you.
— Col. Ana R. Smythe, USMC (Ret), is director of MOAA’s Member Service Center.
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