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Director of Auxiliary First Coast Guard District Southern Region |
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Coast Guard - DIRAUX
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Contacting DIRAUX and Problem Resolution
1. The DIRAUX personnel will do their best to avoid errors in the processing of all administrative issues, forms, processes, data entry, certificates, certifications etc. With over 3700 members and dozens of processes, it is inevitable that some errors will be made to member records and paperwork. The DIRAUX Office is committed to resolving these problems as quickly as possible. The correct use of the "Chain of Leadership" is the path to correcting problems with member records and AUXDATA. Additionally, using the correct point of contact (POC) within the DIRAUX Office will greatly facilitate our ability to quickly help you resolve your issue and prevent duplication of efforts. Contact with DIRAUX shall be accomplished as follows:
a. Individual Auxiliary Members should not contact DIRAUX directly. Members shall report problems to their Flotilla Commander. E-mails and phone calls to DIRAUX from members may not be returned unless they've been vetted through the proper Chain. Many of the issues can be handled within the Auxiliary and need not ever reach the DIRAUX Office.
b. Except with immediate emergencies, current Flotilla Commanders (FCs) should not call DIRAUX directly. FCs shall report problems to DIRAUX using one of the the following prioritized methods:
(1) Problem Resolution Gateway on the DIRAUX website. Separate notification should be made to the DCPs as appropriate. When submitting your issue through this gateway, an email will be generated automatically and forwarded to the proper POC within the DIRAUX Office.
(2) Thru their Division Captain (DCP)
(3) E-mail to Point of Contact (POC) listed below with a copy to their Division Captain
(4) U.S. Mail with a copy to their Division Captain (least desired)
c. Current Division Captains (DCPs), Area Rear Commodores (RCOs), and District Staff Officers are authorized to contact DIRAUX as necessary.
2. All correspondence shall include the member's full name as listed in AUXDATA, the member's number (EMPLID), the member's division/flotilla number and a complete description of the problem. To avoid confusion, send correspondence directly to the point of contact (POC) listed in enclosure (2) and DO NOT copy other members in DIRAUX unless directed to by your POC. The DIRAUX staff will always strive to handle your problem immediately or as soon as possible. Unless the DIRAUX staff member is out of the office, the auxiliary officer submitting a discrepancy using the Gateway or e-mail should receive a return e-mail receipt within three working days. Please give the staff time to work the problem.
3. D1SR DIRAUX Customer Service Standards. DIRAUX and the First Southern District Auxiliary leadership have established Customer Service Standards for all Member Processes. These standards set basic timeframes for the processing of administrative tasks. We are working at revision and communication of these in 2 parts - staff turnaround for items received in my office and then, after Task Force Venezio finishes its work next year, standards for all AUX processes on paper and data entry of important information into AUXDATA and NETSKEDS.
When paperwork is received in my office, the standard for processing it is seven business day's. If, however, the paperwork is incomplete or incorrect, the clock no longer applies, especially if we have to send it back for correction. This applies to all qualifications, enrollments, dis-enrollments, transfers, travel claims and auxiliary testing.
Vessel, aircraft and radio facility certifications require 10 business days to turn around.
Orders will be processed about 2 weeks prior to the event for which they are needed. Remember, if they are funded orders, you have 3 days from completion of travel to file the travel claim.
ID cards - may take longer because, frankly, they are lower on the hit parade than the items mentioned above and they take a long time to do. But if a member loses his ID card, we will replace it right away.
Retirements can take up to a month to process, because we have to send away for the fancy ID card.
As I stated at the Board meeting in September and have followed up on at subsequent Division and Flotilla meetings, it is imperative that we do a better job paying attention to detail, at all levels in our paper work process and data entry process. I know that each of you has some stake in this effort either as the object of the paper or in leadership. Please do your part to keep things moving along and done correctly the first time.