Mask Issue praised for stellar customer service

Facility upgrades improve service for equipment that needs to clear testing prior to use. Nearly 15 masks are tested daily and are required to pass mask fit testing every six months. After one year, the masks are replaced entirely.

ABERDEEN PROVING GROUND, Md. – The Mask Issue facility serves all on-post chemical workers who are required to have two M40A1 masks properly fitted and cleared for use at any given time; one for operational use and one in case of an emergency. CBARR personnel, however, tend to use their masks daily, whether it is on location for a remediation project halfway around the globe in Australia or just down the I-95 corridor to the Spring Valley neighborhood of Washington, D.C.

In nine years of service, JoAnn Weeks, a mask fit operator for CBARR, has never worried that a tested piece of equipment would fail while being used by personnel during an operation.

“Nothing leaves here without being tested and we have a surefire, proven system. The organization under Denny Hall has had a very good track record for PPE not failing,” said Weeks. “I test masks, gloves, boots, aprons and hoods, but mask fitting is my favorite part of the job.  All of the PPE that goes out of here has to be inspected and I’m certified to do all of that. There have been projects all around the world and all of the PPE is tested at this facility before it is shipped directly to that site.”

The M40A1 mask is required to be fit tested every six months and personnel may bring in multiple masks at one time, but require a special appointment. The assessment includes 8, one-minute exercises that are designed to stress the mask’s ability to seal to the subject’s face. These exercises include, but are not limited to, actions such as normal breathing, deep breathing, reaching for the floor and ceiling, facial expressions, moving the head in different directions and reciting the “Rainbow Passage”. This type of fit test procedure has remained the same for years, Weeks said, but a change in policy and an upgraded facility that has made all the difference for customers.

According to Weeks, two years ago a change in policy required mask fit operators to swap out entire masks after one year when the air canister expired, rather than just replacing the canister. A brand new mask improves sanitation and reduces health hazards, while ensuring that personnel were    receiving top-of-the-line quality masks every year. It also resulted in Mask Issue stocking additional masks on the shelves to meet the needs of customers, who have also seen a reduction in waiting time for mask fit testing.

“I’m a people person and I don’t like to see people wait. Part of enjoying what I do here is making sure the customers have masks that are fitted and tested in a timely manner. It’s rewarding to see them pass that test, to give them their final instructions and know that their equipment will keep them safe for the next six months,” Weeks said.

“We have had a lot of positive feedback from our customers across the board in the last few years since we made changes here. The facilities make a big difference, as well as the employees.”

Recent remodeling efforts included painted walls that give the space a fresh feel and increased floor space now enables multiple fit testing to occur at the same time. According to Weeks, between 10 and 15 masks are tested in a typical day. Additionally, an enclosed classroom with new desks and equipment can accommodate up to 16 trainees; something not possible four years ago. During this training, employees like Weeks instruct participants on how to properly inspect and don the mask.

“A lot of people want to grab a hold of their mask, pull the straps tighter than what it needs to be and the mask rides up and the harness is higher than its supposed to be,” explained Weeks. “But you have to let them do it themselves because when they leave, the four properly adjusted straps  should not be touched.”

The educational approach to fit testing helps the ECBC workforce better understand how to properly don a mask and adjust it in case of an emergency, ensuring safety remains CBARR’s foremost priority to personnel and customers alike.

“It has improved operations and the morale of workers and customers. Before we got this new facelift, people would tell me how depressing it was to walk in here because of the atmosphere. Once we got the money approved for the remodeling, the facility has become much warmer and some people even look forward to coming over here because it’s more cheerful,” Weeks said.

So what is the art of customer service?

JoAnn Weeks believes it all starts and ends with a smile.

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