Customer service focus of new CPAC Human Resources director

      The new Human Resources director for the Civilian Personnel Advisory Center (CPAC) at Fort McCoy wants to put the personal touch back into providing personnel services.

Kohn

    Karen Kohn has begun her second tour at Fort McCoy after working in the CPAC from 1995-2000 in the Military Tech and Installation Divisions. From 2000-2005, she was the Human Resources director at Wuerzburg, Germany.

      "My greatest focus always has been customer service -- providing it to the customer and taking care of your employees," Kohn said. "You need to do both to be successful."

      Over the next few years, personnel in the office will face a number of changes, Kohn said. One of them will be to help field the National Security Personnel System (NSPS) throughout the installation and Army Reserve. NSPS already has been fielded in the CPAC.

      Actions of the Base Realignment and Closure Commission also will present a number of opportunities for the CPAC in the coming years, she said.

      The Fort McCoy CPAC serves about 12,000 employees throughout the Army Reserve, including those at the Military Processing Stations, Recruiting Stations, the Human Resources Command (HRC) at St. Louis and here at Fort McCoy.

      "We're embracing change, and will be up to the challenges," Kohn said. "We need employees to be well-trained to do their jobs."

      Kohn said she has visited with personnel at the HRC, U.S. Army Reserve Command and installation directorates.  All seem to be pleased with the personnel services they currently are receiving, she said.

      Some have remarked they would like to see many of the services that civilian personnel previously offered return to the CPAC. These services were transferred to Civilian Personnel Operations Centers (CPOCs) at the time the personnel organization was restructured into CPACs and CPOCs, Kohn said. 

      The office of the Assistant G-1 for Civilian Personnel currently is looking at the best method to deliver personnel services, which includes returning many of the services and functions closer to the customer and back to the CPAC, Kohn said. 

      A key to making the system work will be input from customers and employees, she said.

      "I will listen to employees and the CPAC work force," Kohn said. "It's most important for me to get feedback -- positive or negative. It's the only way we can make changes if there needs to be changes."

      Future initiatives that CPAC is working on include an organizational mission and vision statement, training opportunities, and implementing the Interactive Customer Evaluation system, Kohn said.

      Kohn said she considers herself fortunate to have her new position. She always has had great respect for the hardworking, dedicated professionals in the organization.

      "They have the drive within them to take care of the customer, and they are very sincere in providing service," Kohn said. "I feel privileged to be back here as their director."

      Anyone in the Fort McCoy work force wishing more information about CPAC or personnel services can visit the Fort McCoy Corporate Network and click on tenants and CPAC.