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June, 22

What Reservists Need to Know About the Total Force Service Center Call Center > Air Force Reserve Command > Feature Article

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In 2018, the Air Reserve Personnel Center’s call center combined with the Air Force Personnel Center’s call center at Joint Base San Antonio-Randolph, Texas. With this centralization, Citizen Airmen now have access to Total Force Service Center call agents 24 hours, seven days a week, 361 days a year by calling 1-800-525-0102, 210-565-0102 or DSN 665-0102.


The centralization of the call center has reduced call wait times and has allowed ARPC technicians to focus on executing personnel programs, including evaluations and retirements.


At the Total Force Service Center, 20 TFSC Reserve/Guard call agents are available to provide official guidance to members based on ARPC policy, guidance and procedures. The agents do not work cases for members and do not have access to transfer members to ARPC back offices. The agents answer basic questions, assist members with creating tickets on their behalf and can escalate issues to TFSC supervisors or the TFSC Reserve/Guard liaison for expedited action.


The 20 TFSC Reserve/Guard call agents answer about 12,000 calls each month, and are eager to help Citizen Airmen who call.


“Every day is a challenge working for the TFSC, but every challenge is rewarding at the end of the day,” said one call center technician. “I know I made a difference in someone’s life and helped them with their issue.”


“It’s an honor to serve those who unselfishly serve our country,” added another technician.


The TFSC Reserve/Guard liaison is charged with strengthening communication between the field, the Total Force Service Center and ARPC to ensure knowledge, training and resources are available to support current and former Reserve and Guard members.


The TFSC Reserve/Guard liaison also evaluates all agents to ensure proper assistance is given, professionalism is maintained during the encounter and escalates all major issues for completion that have not been answered accordingly.


“There are so many cases that come through the TFSC daily, but if we can complete at least one case a day for a member or their family, that is a win in my book,” said Master Sgt. Rene Riojas, the TFSC Reserve/Guard liaison.


Air Force Reserve Force Support Squadrons still have direct access to ARPC for members who need immediate assistance and commanders have a hotline number to ARPC. For individual mobilization augmentees who need personnel assistance, HQ RIO has instructed the TFSC agents to refer members back to their detachment.


Citizen Airmen are encouraged to keep the Total Force Service Center number close by in case they have any personnel questions. Below are some additional helpful links:


My FSS: https://myfss.us.af.mil


My Vector: https://myvector.us.af.mil


ARPC website: https://www.arpc.afrc.af.mil/


HQ RIO website: https://www.hqrio.afrc.af.mil/


TFSC introduction video:


TFSC Reserve/Guard liaison e-mail: [email protected]



Originally published at https://www.afrc.af.mil/News/Features/Display/Article/3606509/what-reservists-need-to-know-about-the-total-force-service-center-call-center/

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