This job is really rewarding, especially whenever I’m able to assist a Soldier in need.

We’re not a typical call center, only waiting to hear from our Soldiers. I think of us as an “outreach” center. We’re constantly calling the AW2 Soldiers, just to keep their information up-to-date; to ensure our Soldier Family Management Specialists have the most accurate information. We perform surveys to learn how we can improve AW2, we reach out to find delegates for the AW2 symposiums and we call when we hear of an emergency. During the Californian wildfires or the tornadoes in Tennessee we called all the AW2 Families in those areas to make sure they were OK, and to send a helping hand if they needed it. One Soldier had his home destroyed and our staff was on the spot to help.

We also hear from Soldiers who think they may be eligible for our program, caregivers who need information to care for their wounded Soldier and from the good-hearted American people who do all they can to support our troops.

Some Soldiers, especially those with PTSD, really appreciate our calls, even if it’s just to update their contact information. They feel like you care, and sometimes they need someone to talk to, and we always take the time to listen.

I called one Soldier on his birthday (I noticed the date on his record) and said “Happy Birthday!” He really appreciated it. I may have been the only person to call him and wish him a happy birthday.

Sometimes we try to call a Soldier and they’re no longer there, then we really have to be detectives. One case I remember was when a Soldier Family Management Specialist couldn’t contact a Soldier and turned to us for help. I tried to contact the Soldier myself and learned his phone was disconnected. I found his grandparents’ phone number and called them. They called the Soldier’s parents who went to find their son. He’d lost his apartment and was homeless. His SFMS was put back in touch with him and helped him get on his feet again.

We were able to take over this task from the SFMS so he’d be free to assist his other Soldiers and not spend all his time tracking down one person.

It becomes real to you when you hear these sorts of personal stories. I’m proud to be working for a program like this.

—Sylvia Farmer supervises the AW2 Call Center team in Alexandria, Va.