As a law enforcement agency, we know that many Customs employees routinely engage in dangerous work and though infrequent, incidents of serious injury or illness and even death do occur. There is nothing more important than being there for our employees and their families in their time of greatest need. - Acting Commissioner Charles Winwood

Meet Karen Ramey and John Swett
Ramey, a Licensed Clinical Social Worker with a masters degree in occupational social work, has 17 years experience at Customs. She combines an in-depth knowledge of Customs and its key processes with a background in mental health and an interest in work and family issues of concern to many employees, including domestic violence, substance abuse, and dependent care. "In most cases, we are working with families who have been dealt a devastating blow," says Ramey. "It's natural for us to have an emotional reaction - I am often profoundly moved by the courage and dignity of the families that I work with." In addition to assisting Customs employees and their families, she oversees the Family Liaison Officer Program (see sidebar).

John Swett, Personnel Management Specialist, brings over 30 years of federal experience in employee relations and employee benefits counseling to the Unit and has worked for Customs for 15 years. He advises employees who are seriously ill or injured on the full range of benefits and options available to them and refers employees to disability retirement counselors when applicable. He also helps them complete the appropriate benefits forms. Says Swett, "When the family is coping with the death of a Customs employee, we reassure them that the federal benefits application process will be completed properly and on time. We step in and advise family members so they worry less about receiving benefits and begin to focus on other issues."

When they need it most
Ramey and Swett provided us with a glimpse of how they and others in Customs assist those in need. If a workers' compensation issue is involved, for example, Ramey or Swett will refer the employee to an injury compensation specialist, or if the employee opts for disability retirement, they will ensure that the employee hasas the correct application forms before referring the employee to HRM's Employee Services Division for retirement counseling.

Many employees take advantage of the life insurance that is available through the Federal Employees Group Life Insurance. If a Customs employee dies, the surviving family members receive help in filing claims, and the Unit offers additional resources as needed. They help Customs employees who have family coverage file claims when a family member dies. If there is a problem with any insurance or benefits claim, they help resolve it.

They also keep abreast of, and provide advice about, educational and financial resources that can benefit all Customs employees in need. One of the best known is the Roger Von Amelunxen Foundation, which may help employees and their families in emergency situations and may provide scholarships to the children of current and retired Customs employees. Ramey and Swett coordinate the applications for other benefits specifically available to the survivors of federal law enforcement officers who have been killed in the line of duty such as the death gratuity, public safety officer's benefit, and public safety officer's educational assistance.

Honoring Customs employees
Following the death of a Customs employee, the Unit will contact the supervisor and offer to provide a Customs flag and flag box in honor of the employee. In many instances, the flag may be presented to the family at the employee's funeral or memorial service as an acknowledgement of contributions to Customs. Offering the flag as a tribute to a deceased employee is something that Customs established shortly after the Unit was formed. The tribute has been well received by surviving family members and co-workers.

In May 2000, the Unit played a lead role in coordinating the dedication of the new U.S. Customs Service Valor Memorial. A total of 69 Customs officers who died in the line of duty were honored on the new memorial. Ramey and Swett were responsible for locating surviving family members of Customs heroes and inviting them to attend the dedication. In the process, they developed a special relationship with many of these family members and now act as their point of contact for questions about benefits and programs available to assist them.

When a Customs employee was seriously injured and subsequently lost a limb in an off-duty accident, the Unit was notified within hours of the incident and contacted his supervisor to offer support and guidance. They stayed in touch with the employee and offered encouragement during recuperation and therapy. They offered advice on insurance benefits and provided the necessary forms for the employee and his physicians to complete the benefits application. The employee was also advised about services available through Customs nationwide Employee Assistance Program (EAP).

Family Liaison Officer Program Over 100 Customs employees have been designated to serve as family liaison officers. They complement the services that the Unit provides by assisting other Customs employees and their families following serious injury, illness, and death. They serve as the local liaison between Customs management and the assistance unit to ensure that those in need receive all available assistance and support. The liaisons were chosen for their ability to handle stressful and difficult situations with competence and compassion, for their outstanding communication skills and willingness to protect the confidentiality of fellow employees and family members, and for their commitment to the Customs Service. Photo Credit: Gerald L. Nino John Swet and Karen Ramey, HRM's Employee Support and Assistance Unit. The training provided in Indianapolis in May and July by the Unit in conjunction with EAP included death and serious injury notification, bereavement, survivor benefits, and cardiopulmonary resuscitation (CPR). After their initial training, the liaisons will receive ongoing support and training as needed. Ultimately, the agency would like to have trained liaisons available to serve Customs locations nationwide.

The Employee Support and Assistance Unit is a part of the HRM's Safety and Assistance for Employees (SAFE) Division and is located at Customs Headquarters. Karen Ramey and John Swett can be reached at 202-927-0910 or via their toll-free number at 888-286-6539.