PSRs frequently receive letters of thanks. One such letter comes from the head of an organization called Project Shelter, a group that managed to shepherd 29 Bosnian teenagers out of war-torn Bosnia and into American high schools to study when the fighting in Sarajevo was at its worst. The author described his experience when he arrived at Newark International Airport: "... I couldn't have thought of a better way for [the kids' American experience] to begin than through the tremendous cooperation that you and the entire Newark Customs Service staff lent as the kids were being processed into the country. ... These children lived under a communist government until four years ago, and under anarchy since, [so] it was wonderful that their first experience with the United States government was so positive."

That letter was written in 1995, when the PSR program was only three years old. At that time, the program was in place at only a few airports. Now, almost a decade later, there are 45 PSRs at 15 international airports and four land border ports.

Meet Lillie
Business still moves swimmingly at Newark, as do the travelers. That's due in part to Lillie Sears, one of four national spokespersons for the PSR program. (The others are Lisa Clark at Dulles, Liliana Quintero at Headquarters, and Michael Freitas at San Francisco.)

Many travelers see Lillie as an angel of mercy, parting the waters for those unfortunates suffering any of the crises that can and do occur during international travel.

PSRs are supervisory Customs inspectors who are available to any international passenger for almost any reason. Says Sears, "An average day will find me on the floor of the Customs facility trying to answer questions like "Where's my connecting flight?" "Where's the bathroom?" "I've left my things on the airplane, now what?" "Can I get some help with my bags?"

"Or," she says, "I'm pushing a cart for someone who has two small children in a stroller and a zillion bags they can't handle. Or helping someone locate an airline representative so they can retrieve their dog" - not exactly items in Customs mission statement, but great for customer relations.

Adds Sears, "PSRs are looking to minimize, and if possible, resolve, problems for both passengers and inspectors before passengers leave the federal inspection area. The whole point of the PSR program is to handle situations before they become complaints. You can often tell by a passenger's demeanor, their tone of voice when speaking to an inspector, their body language -- crossing their arms or adopting a certain stance in front of the inspector -- all these hint at possible problems. When I see these types of behaviors I try to stay close to the examination area to help the inspector if I'm needed."

In fact, Sears's primary "client" is the Customs inspector, who must sometimes deliver what passengers consider unwanted news ("Would you please step over there, sir"). But Lillie Sears is the proverbial cool hand on the fevered brow with the social skills of a diplomat, so she can have a very calming effect on travelers who have been asked to "step over there." She provides the same service to the rovers, uniformed inspectors who work the floor around the baggage carousels.

Says Sears, "The PSR program has improved Customs relationship with travelers. The sense of teamwork and cooperation among the inspectors and the PSRs is especially fulfilling, because the inspectors know that we're all trying to do what's best for the Customs Service and for the travelers."