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Section 2-5-A. College of Installation Management (CIM) Division1. The CIM is the IMCOM organizational training and education institution headquartered at the MG Robert M. Joyce Installation Management Building 4022, JBSA, Fort Sam Houston, TX. The CIM is comprised of an Academic Support Branch and three schools: the schools include the School of Installation Management (APF); the School for Service Culture (NAF), and the School for Family and Morale, Welfare and Recreation (NAF). Our Stakeholders encompass HQDA; all ACOMs/ASCCs/DRUs; IMCOM Regions; HQ IMCOM Staff; and other military and civilian organizations. a. The CIM’s mission is to “Engage and Challenge Installation Management Professionals through Relevant Education and Training, that Improves Performance and Supports Readiness.” This is accomplished through the delivery of both APF and NAF training opportunities as listed in the CIM Training Schedule. The CIM Course Schedule is published annually with the current schedule of both APF and NAF Courses located at Appendix 1 to this Supplemental Handbook. b. The Key Programs and Functions of the CIM are: the Garrison Pre-Command Course (GPCC), Supervisor Leadership Course (SLC) and Operation Excellence (OPEX). Training at the College is centrally funded, based on availability of resources. Listed below are the CIM branches and the specific Tasks and Functions of each.2. School of Installation Management (SIM): The SIM oversees the planning and execution of the Garrison Pre-Command Course (GPCC), the newly developed IMCOM Supervisor Leaders Course (SLC), and the Operation Excellence (OPEX) Course for APF. Below is a list of the Tasks and Functions of the SIM and detailed Guidance IAW each area. a. Garrison Pre-Command Course (GPCC): The GPCC is phase II of pre-command qualification for IMCOM Garrison Commanders, Command Sergeants Major and Deputy Garrison Commanders. (1) Task/Function: To provide training and education on installation, ACP and HQDA-level leadership, management, relationships, and day-to-day operations for Garrison Commanders, Garrison Command Sergeants Major, and Deputy Garrison Commanders selected to command a garrison, Area Support Group and Base Support Battalions (2) Purpose: To meet the Army’s requirement outlined in AR 350-1, paragraph 5-6(b) for newly selected Garrison Commanders, Command Sergeants Major, and Deputy Commanders to attend phase II of the Pre-Command qualification. (3) Location: College of Installation Management (CIM), School of Installation Management (SIM), 2280 Signal Road, Fort Sam Houston, Texas 78234 (4) Timeline: This is a 2-week course, with actual course dates located at Appendix 1 to this Supplemental Handbook. (5) POC: Ms. LaToya E. Sizer, latoya.e.sizer.civ@mail.mil, (210) 466-1005. b. Supervisor Leader Course (SLC): This is a newly developed one-week course for IMCOM supervisors. This course complements the Army’s Supervisor Development Course by focusing on soft skills such as communication, leadership, and building trust. Target audience includes Appropriated (APF) and Non-appropriated fund (NAF) supervisors. (1) Task/Function: To provide opportunities for direct-line supervisors to help improve their interpersonal skills, discuss new knowledge, and integrate experiences into a collaborative problem - and student-centered curriculum. (2) Purpose: To strengthen the learner’s leadership abilities through personal self-assessment techniques, personal action plans, and role play. This course encourages broad collaborative input by students and supports building positive, motivated, and cooperative teams. (3) Location: College of Installation Management (CIM), Fort Sam Houston, Texas 78234 (4) Timeline: This is a five-day course, with actual course dates located at Appendix 1 to this Supplemental Handbook. (5) POC: Mr. Larry Doxtater, larry.a.doxtater.civ@mail.mil, (210) 466-1034. c. OPEX Train-the-Trainer (T3) Appropriated Fund (APF) Program: The CIM provides this robust train-the-trainer regimen for garrisons to certify Appropriated Fund (APF) professionals as OPEX customer service facilitators to support their respective directorates. The certification program includes OPEX-Train-the-Trainer, in which participants observe, analyze, and practice facilitating the OPEX and OPEX for Leaders curriculum. (1) Task/Function: To provide annual OPEX Facilitator Certification courses to ensure a cadre of certified OPEX facilitators are maintained for IMCOM garrisons. (2) Purpose: To build the competency and confidence of APF professionals to deliver OPEX and OPEX for Leaders Training in accordance with the Army Learning Model and industry-standard adult learning principles. (3) Location: College of Installation Management (CIM), 2280 Signal Road, Fort Sam Houston, Texas 78234. (4) Timeline: This is a 1-week course, with actual course dates located at Appendix 1 to this Supplemental Handbook. (5) POC: Ms. LaToya E. Sizer, latoya.e.sizer.civ@mail.mil, 210-466-1005.3. School for Service Culture (SSC): The SSC sustains an enterprise-wide Customer Service Program for Family and MWR in support of the IMCOM Service Culture Initiative (SCI) by providing high quality training, coaching and performance support for a best-in-class service culture. The SSC provides centrally-funded NAF Service Culture Educators (SCEs) who are strategically placed across garrisons to support Directors of Family and MWR (DFMWRs) in implementing, monitoring and sustaining the enterprise program. Below is a list of the Tasks /Functions of the SSC and detailed Guidance IAW each area. a. Operation Excellence (OPEX): OPEX is IMCOM's standardized customer service training program and a key component of building and sustaining a culture of service excellence. The training clearly communicates standards to ensure consistent customer service delivery across Army garrisons. OPEX demonstrates IMCOM’s commitment to delivering customer service with a sense of individual pride, professionalism, and in keeping with the spirit of Army Values and the IMCOM Principles of SERVICE. (1) Task/Function: To deliver OPEX training to all Family and MWR employees within their first 30-90 days of employment. (2) Purpose: To set the standard and foundation of success for outstanding customer service delivery. OPEX helps IMCOM professionals hone their skills in delivering outstanding customer service as promised in the IMCOM Pledge to our Customers. (3) Location: OPEX is offered in two modalities, either of which satisfies the initial training requirement: (a.) Online OPEX is available on-demand at ; or (b.) Residential Classroom OPEX taught onsite at garrisons. (4) Timeline: See Course Schedule at Appendix 1 to this Supplemental Handbook. (5) POC: Mrs. Lisa A. Addison, lisa.a.addison2.naf@mail.mil, 210-466-1011. b. OPEX for Leaders: OPEX for Leaders is another key component of building a service culture in IMCOM. The training supports leaders in delivering the promises of the IMCOM Leadership Pledge, focusing on key behaviors such as empowerment, recognition, and communication. (1) Task/Function: To deliver OPEX for Leaders training to all Family and MWR managers and supervisors within their first year of employment. (2) Purpose: To focus on the critical role of leaders in building and sustaining a culture of outstanding customer service delivery in IMCOM. (3) Location: OPEX for Leaders is taught onsite at garrisons. (4) Timeline: Varies based off local garrison training schedule. (5) POC: Mrs. Lisa A. Addison, lisa.a.addison2.naf@mail.mil, 210-466-1011. c. Annual Customer Service Refresher Training: IMCOM provides opportunities for the workforce to refresh their skills in customer service delivery. Annual refresher training keeps IMCOM focused on the importance of creating value for our customers through consistent and easily-accessible service. (1) Task/Function: To provide annual customer service refresher training to the Family and MWR workforce beginning the fiscal year after completing initial OPEX training. (2) Purpose: To maintain customer service competency, build higher-level skills, and sustain a culture of customer service excellence. (3) Location: A variety of targeted training topics are available to meet the needs of learners and facilities, including: (a.) short team-based workshops delivered by SCEs directly at the facility level; (b.) free self-paced online tutorials available through AKO/Skillport at ; (c.) "Hip-pocket" lesson plans written for leaders to deliver to frontline staff at meetings; (d.) all-hands “town hall” frontline training events that meet Adult Learning methodology; and (e.) leader workshops focused on how to sustain a service culture, delivered by SCEs onsite at garrisons. Contact your local SCE for details and support. (4) Timeline: Online—continuous; Classroom—varies based off local training schedule. (5) POC: Mrs. Lisa A. Addison, lisa.a.addison2.naf@mail.mil, 210-466-1011.4. School for Family and Morale, Welfare, Recreation (SFMWR): The SFMWR enables garrisons to provide quality of life programs and services to Soldiers and Families by developing and sustaining the Family and MWR workforce through functionally-specific training, career planning and performance support. The SFMWR supports the MWR Master Training Plan with a competency-based, structured, progressive, and sequential approach to Family and MWR training for a range of audiences from front-door staff to senior leaders. The SFMWR catalogue includes more than 70 courses, to include residential instructor-led and virtual instructor-led classroom courses; E-learning (online) and blended-learning courses; and performance support such as mobile and social learning, job aids and a robust Professional Development Program (PDP). Below is a list of the Tasks /Functions of the SFMWR and detailed Guidance IAW each. a. Family and MWR Required Foundation Courses: The School for Family and MWR provides four courses that provide the foundational knowledge necessary to ensure ready and resilient Family and MWR team members. (1) Task/Function: Deliver four foundational Family and MWR courses: (a.) Family and MWR Orientation (for all employees within the first 30 days of employment); (b.) Operation Excellence Customer Service (for all employees within the first 90 days of employment); (c.) Family and MWR Basic Management Course (for Program Managers, Division Chiefs and DFMWRs within the first six months of employment); and (d.) Introduction to the Family and MWR Delivery System (for Program Managers, Division Chiefs and DFMWRs within the first 18 months of employment). (2) Purpose: To provide the Family and MWR workforce a solid foundation for their future development and career progression IAW AR 215-1/AR 215-3, the MWR Master Training Plan, and IMCOM Regulation 350-1. Each course is targeted to support Family and MWR employees early in their careers. Completion of these courses is required for enrollment in Family and MWR functional and advanced training. (3) Location: Online courses available at (4) Timeline: Continuous, available on demand. (5) POC: Ms. Kathleen “Kathy” Carroll, kathleen.d.carroll.naf@mail.mil, 210-466-1015, or Mr. Jason C. Bell, jason.c.bell10.naf@mail.mil, 210-466-1016. b. Family and MWR Functional and Advanced Courses: A ready and resilient Family and MWR workforce must be proficient in the functional competencies of their jobs. Leaders and managers must also be adept in leadership competencies. The SFMWR offers a broad scope of professional development and progressive and sequential training to build these competencies. (1) Task/Function: To provide the Family and MWR workforce a progressive and sequential curriculum that helps build the skills required to operate comprehensive and complex programs. This curriculum includes the following: (a.) Skill, Technical, and Professional Family and MWR Training – A diverse range of online and classroom courses to build functional competencies. Courses include Coaching and Management for CYS Training Specialists, Programming and Special Events, Commercial Sponsorship, Marketing Plans, Applied Financial Planning, NAF Basic Contracting, NAF Contracting Officer Representatives (COR), Family and MWR Budgeting, and suite of CYS courses (CYMS, Accountability/Supervision, Space Census, etc.)(b.) Program Management Curriculum – A series of virtual instructor-led classroom and blended (online + virtual) courses designed to be completed by a program manager over the course of one to three years. Courses include: Implementing the FMWR Delivery System, NAF Financial Management, NAF Internal Controls, NAF Personnel Management, NAF Contracting Made Easy for Program Managers, and the capstone Program Management course Business Plan Development. (c.) Leadership and Management for Family and MWR Division Chiefs–Five unique courses specifically designed for each Family and MWR division (Army Community Service, Business Operations, Community Recreation, Child and Youth Services, and NAF Support Services). These courses are targeted for Division Chiefs who have held the position for one to three years, and are prerequisite to attend the Executive Leadership and Management for Family and MWR Division Chiefs course.(d.) Executive Leadership and Management for Family and MWR Division Chiefs–This cross-functional course is for experienced Division Chiefs required within three to five years of assignment in the position. This course is a prerequisite to attend the Executive Development for Directors of Family and MWR course. (e.) Executive Development for Directors of Family and MWR–This capstone Family and MWR course is required for all DFMWRs. Before attending, DFMWRs must also complete the pre-requisite Executive Leadership and Management for Family and MWR Division Chiefs. (2) Purpose: To provide the Family and MWR workforce a progressive and sequential training program to build the functional and leadership competencies of their jobs IAW AR 215-1/AR-215-3, the MWR Master Training Plan, and IMCOM Regulation 350-1. (3) Location: Residential (JBSA-FSH), Virtual (Adobe Connect), and Online (). (4) Timeline: Various (depends on course). See course catalog at (5) POC: Ms. Kathleen “Kathy” Carroll, kathleen.d.carroll.naf@mail.mil, 210-466-1015, or Mr. Jason C. Bell, jason.c.bell10.naf@mail.mil, 210-466-1016. c. Professional Development Program (PDP): The PDP is an online tool providing the Family and MWR workforce with job-specific competencies, knowledge, skills, abilities and learning elements, giving leaners opportunities to increase job performance and proficiency. (1) Task/Function: In accordance with IMCOM Regulation 350-1, all Family and MWR employees are required to use the PDP to generate their annual individual development plan (IDP). Exceptions are allowed for CYS, since they have IDPs that are centrally managed and tracked in CYMS, and ACS operations who use Army Career Tracker for IDPs. (2) Purpose: To promote standardization across the Family and MWR enterprise with an automated IDP that addresses competencies, aligns knowledge, skills, and abilities and identifies training to improve competencies. It empowers each member of the workforce to plan for a successful career in Family and MWR. The PDP also assists supervisors in supporting the professional development of their staff by allowing them to see learning and development paths for all of their employees. (3) Location: Online, available at (4) Timeline: Continuous, available on demand. (5) POC: Ms. Kathleen “Kathy” Carroll, kathleen.d.carroll.naf@mail.mil, 210-466-1015.5. CIM Academic Support Branch: The Academic Support Branch is responsible to maintain the facility, coordinate, schedule, and support execution of courses and activities within the CIM (building 4022). 5. CIM Academic Support Branch: The Academic Support Branch is responsible to maintain the facility, coordinate, schedule, and support execution of courses and activities within the CIM (building 4022). a. Facility Maintenance. (1) Task/Function: Maintain operational posture of the facility (2) Purpose: Ensure the security, safety, access and equipment meet the customers’ needs. (3) Location: Building 4022 (4) Timeline: Daily (5) POC: Mr. Michael Johnson, Michael.s.johnson16civ@mail.mil, 210-466-0307. b. Support Execution of Courses and Activities. (1) Task/Function: Logistical Support (2) Purpose: Ensure the accurate and timely delivery of logistical services (scheduling, travel coordination, classroom support) to meet customers’ needs. (3) Location: Building 4022 (4) Timeline: Daily (5) POC: Mr. Michael Johnson, Michael.s.johnson16civ@mail.mil, 210-466-0307.Appendices:01 – (U) Appendix 1 - CIM FY18 ACG Staff Supplemental Handbook ................
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