MAINTENANCE MATTERS
Tech Support volunteers take troubleshooting to a surprising arena

You have probably spoken with some, or all, of the Technical Support specialists at MCI's Louisville call center. Several months ago, we introduced some of them to you, telling you a bit about their service background. But not many people know they provide a very different type of service when the workday is done.

Just a short drive away from the office is a well-established village on the backside of a military base that draws troops in training from all over the United States. It is here that some MCI employees volunteer to be interactive targets in a simulated urban environment, role-playing everything from drivers running a checkpoint to street vendors who only want to feed their families. Unlike pop-up targets that can't move, react, or shoot back, the volunteers add a level of realism that keeps the adrenaline flowing, the paintballs flying, and, hopefully, U.S. troops coming back home alive.

"I feel like I'm able to make a difference with the troops," says Terry Bowersox from the Louisville call center. "It's all about bringing them home alive, plus, I find it kind of therapeutic." A veteran U.S. Marine and a former technical instructor, Bowersox fits right into the teaching role. "I try to catch them making mistakes, then 'light them up.' A lesson learned here is a lesson they don't learn there."

The training area is sometimes called "The Disneyland of M.O.U.T. (Military Operations Urban Terrain)." Troops that have been to the current situation in the Middle East say it saves lives, and they want more of it for their units. The Disneyland name comes from the special effects provided by the staff. From flares to rockets, from burning buildings to a hydraulically driven bridge that blows up and falls away, it is a "high-speed" environment that keeps the mind as active as the body.

A good portion of the role player assignments are to act as "eye candy," providing distractions that keep troops thinking and reacting to the constantly changing surroundings in a way paper targets cannot. As volunteers run in and out of buildings, walk down the street, or just work on a car, trainees have to decide if they are a threat or not, and whether or not to "engage" the role players.

Andy Fung, director of Fleet Support Engineering with responsibility for the Call Center, says, "There's certainly a 'fun factor' associated with this kind of immersive environment, and it's an unbeatable team-building exercise when you're up against the world's most advanced warriors.  It's a real honor teaming up with our 'veteran' employees, and at the end of the day, it's good to know that what we've done may make the ultimate difference to a soldier and his family."

While no live ammunition is used, it is still an active-combat "projectile filled environment." The troops use "simunitions," a sub-caliber marking round that cycles in their actual weapons. This allows them to get used to live-fire situations without actual live ammo. They have to maintain ammo counts, load and reload, and watch targets, all while making sure their area is secure. They also use live explosives to breech locked doors, 'flash bang' stun grenades, and other simulators during their training missions, so role player as well as troop safety is an obvious constant. Full face masks and ear protection is mandatory, and strictly enforced during mission briefings and de-briefings. But cuts and bruises still occur. "I look at it as a badge. If [a scar] can help save one life, then I'll wear it proudly," says Terry.

Call Center technician Jim Solsbury is a U.S. Army Vietnam veteran, and he also has a son and daughter currently serving in the Army. Both have been to the "sand box," so this is near and dear to him. "As a veteran and proud parent of some of the nation's best and brightest young people, I consider it an honor to be involved with such a great program as this," Solsbury says. "It is unusual for civilians to be this closely involved with active military, and that in itself is a real honor and reward."

Aaron Woods is a role player from the Engineering Support team that helps keep the Call Center going. Aaron says, "I have gained a sincere respect for the effort these soldiers put forth. Every trip to the facility serves as a learning experience. They're there to push the limits of their training, and we're there to ensure that happens. It's an honor to help them and a great opportunity to offer our support, and my admiration".

The FYI from MCI editorial staff values your feedback. Please e-mail any suggestions, comments, or ideas for future articles to fyi@mcicoach.com.