Families First

Submitted by Gail Thorne, Executive Director,
Goose Bay MFRC

Reconnecting with loved ones deployed far from home has been made easier thanks to the Goose Bay Military Family Resource Centre (MFRC). In preparation for a 2008 unit deployment from Goose Bay, staff at the MFRC, in cooperation with Director, Information Management Technology, Products, & Services (DIMTPS) in Ottawa, have acquired a Video Television Conferencing (VTC) system on a temporary basis. Locally, Goose Bay MFRC arranged an Internet connection that the Wing Commander, Col. Mark Matheson, was kind enough to support through his funding.

VTC, a technology used widely on military sites and in the government, provides cost-effective communication over large distances when all parties cannot be present for meetings. While many MFRCs work with local commands to use military VTC terminals and existing VTC networks, access often depends on the availability.

Our military VTC terminal was located in the Wing Commander’s conference room, which created a number of challenges. The room required advance booking which is not always possible due to the schedules of personnel serving in Afghanistan. Time zone differences between Goose Bay and Afghanistan introduced the problem of having the room available after hours. Another and possibly more important problem was one of privacy because families of serving members wanted the option of communicating with loved ones in a private environment. While I’m certain every effort would be made to ensure a private setting for the families, the MFRC is a more private, relaxed setting for such communications.

We have all recognized the power of video conferencing technology. When a soldier is separated from their loved ones, the ability to see family on a television screen and communicate is wonderful – especially for children. We currently have two VTC sites in Afghanistan that are managed through CFPSA with the local PSP coordinator on site.

While we are excited about the ability to offer this new service to Canadian Forces families, we are thankful for the partnerships we developed along the way. DIMTPS in Ottawa who are responsible for the VTC project were fantastic in their support and assistance and we are grateful for everything they have done to make this a reality for us. The support and technical expertise provided by Serco Ground Electronics Services section made this project come together seamlessly. The PSP coordinator in Afghanistan helped with the protocol involved in using this method of communication. The local Wing Commander recognized the hardships faced by families of serving military members and provided support at every step along the way to making this possible.

In-touch technologies

For military families and for their loved ones stationed abroad, the ability to reconnect is vital. Many technological solutions make it even easier for members of the Canadian Forces (CF) to stay in regular contact. High-quality audio and video connections are made possible through Video Television Conferencing (VTC), and computer and telephone access provide other opportunities to reconnect interactively and “on the fly”.

Video Television Conferencing (VTC)

VTC is a telecommunications technology that facilitates point-to-point communication through two-way video and audio transmissions. VTC is delivered over high-bandwidth connections and delivers simultaneous video and audio. Usually viewed on large screens in secluded viewing areas, VTC is always in high demand and is available by appointment.

After a member decides to arrange a VTC session, booking is coordinated directly in theatre by personnel support staff. Members provide coordinating staff with basic logistical information including requested date and time and the base location where family or loved ones will place the call. Staff will then work to arrange access to a member’s preferred VTC site.

Once these details are arranged, personnel support staff will forward the booking request to the appropriate Canadian/Military Family Resource Centres (C/MFRC). For C/MFRCs that cannot directly access bases in theatre, additional support is provided by the “Bridge” in Ottawa.

At the time of the VTC appointment, all the member needs to do is turn on the equipment and wait until the other party completes the call.

Computer and Telephone Access

All CF members who arrive in theatre are issued a Network Innovations card and a PIN number for access to computer and telephone. Members receive 35 minutes of telephone access every Monday. Computer access is permitted in 30 minute sessions, allowing members to use email, webcams or instant messaging programs to connect with family. Formal booking is not required to use of computers with webcams.

Communications access is usually available in specially designated "trailers." Access to tent-specific Internet connections are or to wireless service is determined by site-specific rules and may be subject to fees.

Viewpoint

"I think it's a very good thing to have as I'm able to see my family. The voice and video quality have been good except for one time when there was bad weather in Canada and that is to be expected under those conditions. A very good experience for me."

"VTC are a very great and useful tool provided by CFPSA to the deployed soldiers...It makes us feel closer to home!"

"So far, I booked three times for a VTC. It works only one. First time with St-Hubert. The system was down and they did not advice my girlfriend there, so she drove for more or less 2 hours for nothing. Second with St-Hubert again, everything was fine. Third time with Shawinigan, a reserve unit, absolutely nothing happen. Again my family drove for more or less 2 hours for nothing. Bottom line, it's a great technology... when it's working.

It's a good time when you can see your family from oversea. We always have big expectations when we book for a VTC... and big downs when it fails. Next VTC for me will be on Feb 14, Valentine's day. We will see then if my stats go up or down."

"My family and I found it to be a very excellent resource. While a lot of soldiers have webcams in their rooms, I think it is a less satisfactory experience than the large TV, secluded room and high bandwidth. I think it is very good for families with small children. The only thing I could recommend is that in Ottawa, you build a station on the Hull-Gatineau side since the Rockcliffe and Uplands sites are so far away from those members north of the river. Great accessability for those of us in Orleans, etc.

The support from the whole CFPSA staff was excellent and made the whole thing work. We do appreciate it and thank you."

"This means of communication is an excellent complement to other information-sharing vehicles allowing us to connect with family and friends. Not only are the webcam, telephone and WiFi systems simple and accessible, but having a space where many people can interact and see each other all at once is even better. The feed is high quality and continuous. The people supporting families in Canada are courteous and helpful."

"This service is excellent and my family and I truly appreciate it. Thanks again, it did wonders for my family's morale."

"This service is crucial in maintaining human contact and what little contact families have. My family and I appreciate your services and we thank you."

Military Families Awareness Week

The Kingston Military Family Resource Centre (MFRC) partnered with The Kingston Whig-Standard to publish a 20 page special advertising feature in honour of Military Families Awareness Week from February 10 to 16. The special coverage, published in the newspaper's February 9 edition, includes stories shared by local military families about deployment, volunteering and the advantages of using Kingston MFRC programs and services. Visit www.kmfrc.com to read the stories.

Celebrations for Military Families Awareness Week also included Family Fun Day, Literacy Fair, Winter Wonderland, Valentine's Dinner for deployed families, volunteer training, and a spa day for spouses of deployed members.

Montreal Port Supports Military Families

On January 16, 2008, Patrice M. Pelletier, Port of Montreal President and Chief Executive Officer, was pleased to make a $5, 000 donation to Denise Couët, Chair of the Montreal Military Family Resource Centre (MFRC) Board of Directors. Bernard Côté, Senior Advisor, Department of Public Works and Government Services Canada, was also on hand to witness the event.

MFRCs offer essential support to hundreds of men, women and children whose parent, spouse or child is deployed outside Canada so they can better cope with long periods of separation and uncertainty. The Montreal Port hopes to contribute directly to the wellness of Canadian Forces families. As quoted by Pelletier: "We are committed to contributing to services offered by such centres and are also pleased to know that one of them serves part of the Montreal Port territory. In fact, the Longue-Pointe region is considered a link of sorts between the MFRC and the Montreal Port."

In the usual order: Patrice M. Pelletier, Port of Montreal President and Chief Executive Officer, Denise Couët, Chair, Montreal MFRC Board of Directors, and Bernard Côté, Senior Advisor, Department of Public Works and Government Services Canada.

Christmas Memories Manitoba Style

Submitted by Sandra Doody, Family Separation and Reunion Coordinator, Winnipeg MFRC

As the winter season draws to a close in sunny Manitoba, memories of Yuletide generosity will continue to warm our hearts for the rest of the year. Over the holidays, several families of deployed servicemen and women received Christmas trees from Rick St-Croix of Kriss Kringle Christmas Trees and from the Canadian Tree Growers Association. With each and every tree well over six feet in height, these were the most beautiful I had seen in a long time. For some families, it was the first time that a real Christmas tree was displayed in their homes.

It was my pleasure to coordinate this effort on behalf of Director Military Family Services (DMFS) and the staff of the Winnipeg Military Family Resource Centre (MFRC). We, at the Winnipeg MFRC, took joy in seeing the faces of families when they received their trees. For those families who didn't have transportation available, my husband Terry and I made special deliveries to their homes over a Saturday afternoon.

I have only been Family Separation and Reunion Coordinator since late June, but I think I have already received more joy from this job than I have given back. I am a retired military member, military spouse and mother and, since retiring in 1998, I can't remember when I last looked forward to going into work every day. Although there can be many challenges and frustrations associated with this position, my fellow co-workers, our Executive Director Don Brennan and our Board of Directors offer words of encouragement and direction to remind me of the good work we are doing. And even though we are at "arms length" from 17 Wing, we enjoy the full support of the Wing Commander Colonel Scott Howden and his Wing Council. This support makes it very easy for our Centre to maintain a high level of services, resources and programs for the military community.

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