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Creating Effective Communications to Promote TSA’s Core Values

Spotlight On

TSM Frank Pipia (right) and STI Renate Pedrosa talk with new hires. Photo courtesy of MKEFrank Pipia, Jr. is a Transportation Security Manager at Milwaukee’s General Mitchell International Airport (MKE). As a result of the 9/11 terrorist attacks on the U.S., Pipia traded in his police badge for a career with TSA. Joining the agency in 2002 as a supervisory member of the Mobile Screening Force, he performed security screening functions, training, and supporting the locally hired federal screening workforce. He was deployed primarily to New York’s John F. Kennedy International Airport before being permanently assigned to MKE.

What I do matters because as a Manager I’m in a position to contribute and make a difference in shaping how TSA operates in Milwaukee and evolves as a true counterterrorism agency. My goals are to promote the agency’s core values and communicate to employees how their work affects TSA’s larger mission.

I am grateful to be in a position to make a difference for our Officers and encourage them to do their best to promote security and customer service. I ensure that we are able to remain flexible and nimble in implementing new processes, and being professional to our passengers and stakeholders. Working with TSA Milwaukee and airports across the country, I am able to obtain best practices and ideas to improve our processes, and provide opportunities for our employees as we collaborate with local airports and workforces.

MKE is a dynamic place for employees to serve in TSA and I’m proud to be part of this great airport and agency — I know my commitment truly matters and makes a difference.

What do you find most rewarding about your work at TSA? I find most rewarding both the work I do and creative environment I am provided. I produce the MKE monthly newsletter because I want to share with everyone the wonderful work that is being accomplished and the opportunities that exist for employees. The newsletter is a way to share the accomplishments of our employees and to reinforce the meaningfulness of our collective mission. The feedback creates a positive and rewarding feeling of camaraderie. For me, it’s the opportunity to make a difference in the lives of our employees.

In what ways does your job challenge you? When I hear negative comments from passengers or the media, I take it personally. So we do our best to accentuate our employees’ positive actions and contributions. We place a high level of emphasis on integrity and leadership at MKE, and challenge ourselves to reinforce those values daily. We try to reinforce success, so ensuring consistent and dynamic ways to recognize employees is a worthwhile challenge.

From the Office of Strategic Communications/Public Affairs

Latest revision: 18 March 2013