Six things to know about the Total Force Service Center

  • Published
  • Military Personnel Section
HANSCOM AIR FORCE BASE, Mass. --  

1. What does the Total Force Service Center (TFSC) do for Airmen?
The TFSC provides personnel services to regular Air Force, Air National Guard, reserve, civilian and retiree populations through online resources and applications. The TFSC provides Airmen access to personnel applications, services, and guidance via the Internet or 24 hour customer service phone number. Many of the personnel services provided by the TFSC had previously been conducted by military personnel flights and sections. There are two TFSC locations. The TFSC in San Antonio has about 150 people assisting Airmen with personnel issues and the TFSC in Denver has about 95 people. The TFSC average 64,000 calls a month.

2. What personnel expertise is available?
Airmen can find assistance on issues ranging from retraining and promotions to leave, retirements and civilian benefits. Airmen can also update duty history, request DD214s, transfer of Post 9/11 GI Bill benefits and request reporting extensions or curtailments without having to visit a military personnel section. Civilians are able to access their retirement and benefit information, update experience and education history, process employment documents and much more. The capabilities will continue to expand as TFSC brings more applications online and to the front line.

3. Where do I start?
Airmen are working a multitude of missions in different time zones and TFSC makes it simple for those Airmen to keep focused on their mission by easing the burden of personnel actions. The first step to finding personnel information is on the Personnel Services website, via www.afpc.af.mil, for officers, enlisted, civilians, guard and reserve. If Airmen can't find what they need online, they can call and speak to service delivery representatives. These professional personnelists are available 24 hours a day, 361 days a year by calling (800) 525-0102. If the service delivery representative is not able to provide immediate assistance, the question will be routed to a subject matter expert.

4. What is the wait time?
Airmen will be asked a few questions via the upfront interactive voice response system to ensure they are routed to the right subject matter expert for assistance. The average wait time for calls is now just under 40 seconds for military and just slightly more for the civilian customers. TFSC continues to refine processes and organization to reduce this wait and get to the customer with the right answer, the first time.

5. Is the TFSC really total force?
TFSC is more than just a single component initiative. Senior leaders have committed to locations in two geographic areas, San Antonio and Denver. TFSC is set up to solve personnel issues for all Airmen, whether active, civilian, guard, reserve or retiree. The integration of the total force increases efficiency and decreases the idle time for Airmen by having answers available immediately, online or at the first call.

6. What else?
TFSC maintains a great deal of information on deployment processing, locations and entitlements. While service delivery representatives can't discuss classified information, they can put the Airman in touch with the right offices. TFSC helps the total force with personnel inquiries, but the center also assists spouses, dependents and retirees with a variety of questions involving survivor benefits, entitlements and more.