september, 2009her presentation will provide an opportune time ... (mvg/stg agent) armstrong eagle...

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CLAIMS PREVENTION & PROCEDURE COUNCIL, INC.

Join us in Nashville, TN, October 4th - 6th, 2009CPPC Fall Convention

School is always in session at the CPPC!

Education on the Go!

September, 2009

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President’s Message As you are reading this article, we have approximately one month before the CPPC 2009 Fall Convention being held in Nashville. Have you had an opportunity to look over the schedule? When doing that ask yourself, “What in this schedule will benefit me, and will it really be a good investment of my time to attend?”

If you have not yet read “Sweet and Cynical” in the June 2009 Newsletter, please take the time to do so…it can be found on page 30. “New and Hungry” nicely highlights the benefits of attending and why. It is not just about the networking and socializing that occur at these events; those are the bonuses! Rather, it is learning new concepts and ideas, the sharing of one’s knowledge and skills, and the opportunities afforded for speaking with potential new clients that are major reasons for attending.

In looking over the schedule, it looks to be a very well-planned event and one that I believe should inspire you to attend.

We have as an opening guest speaker, Ms. Linda Bauer Darr, Presi-dent of AMSA. Her presentation will provide an opportune time to find out what is going on in the industry and what we might be able to expect in the times ahead.

Another topic that appears to be of interest is “Repetitive Claim Prevention.” I feel that this is a subject that is not discussed as much as it should be and it should be a very informative session. We hear a lot about claims handling and claims procedures, how-ever, since we are the Claims “Prevention” and Procedure Council, it would be beneficial to the movers and their staff to gain some incite and suggestions for prevention.

There are several other sessions scheduled that will benefit all of us in our day-to-day responsibilities: photos for adjuster/agent and appraisal reviews; effectively handling military claims with separate sessions for service representatives/adjusters and re-pair firms; reports; cash-outs versus repairs; and a session to test your customer service knowledge and skills. It looks like there is something there for everyone, so I encourage you to look over the schedule found in the back of this newsletter, then make your plans to attend.

I look forward to seeing you all in Nashville.

Debi v

BOARD OF DIRECTORSPRESIDENT

Deborah Williams (Insurance)Unirisc

(407) [email protected]

SECRETARYDori Bledsoe (Mvg/Stg Agent)

Covan World-Wide Moving(800) 239-1116

[email protected]

TREASURERDon Kistner (Rep.)

Kistner’s Full Claims Service, Inc.(309) 786-5868

[email protected]

DIRECTORSMark Caldwell (V.L.)

United VL/Mayflower Transit(636) 349-2585

mark_caldwell @unigroupinc.com

Tamela Cundiff (Mvg/Stg Agent)Armstrong Eagle Worldwide


Linda Hamilton (V.L.)SIRVA: Allied/NAVL


Kimmie Loeffler (Mvg/Stg Agnt)Armstrong Relocation

(888) 827-4156 / (270) [email protected]

Dan Manning (Rep.)Manning Claim Services


Debbie Morales (Rep.)Metro Claims and Relocation

[email protected]

Bill See (Rep.)

See Restorations Unltd., Inc.770-455-4164

[email protected]

Lynne Singer (Rep.)Furniture Medic(719) 495-2582

[email protected]

Todd SuterAtlas Van Lines, Inc.

(812) 424-4326, Ext. [email protected]

Mitch Treider (Rep.)Complete Furniture & Interiors


Mark Weathersby (Rep.)Craftsmanship by Weathersby


EXECUTIVE DIRECTORAlan R. Jobe


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Welcome to theClaims Prevention &

Procedure Council, Inc.'sSeptember, 2009

Newsletter

This month:

What's Up at SIRVAby Linda Hamilton ...........................Page 8

Convention Attendee List ............Page 9

Thank You to Our Donors .......... Page 11

Introducing the LatestCPPC Board Member..................Page 23 Military Representatives AgainParticipate in Our

Convention ............................Page 25 - 27

Join Us In Nashville & MondayNight Nashville Option ..............Page 28

CPPC 2009 Fall ConventionInformation ..................................Page 29

CPPC 2009 Fall ConventionSchedule ................................Page 31 - 33

Plus our usual features...

President’s Messageby Deborah Williams .......................Page 3

Sweet and Cynical ................Page 10 - 11

Welcome New Members ............Page 12

The Storms of Life, Challenge theStrength of our Anchorby Alan Jobe ...................................Page 13

Ask the Computer Guyby Guy Endsley ..............................Page 14

From the Other Side of the Deskby Dan Manning ...........................Page 16

Letters to the editor areencouraged. Please send

your thoughts to the CPPCoffice at [email protected]

CPPC office hours arefrom 9-4 CST

The CPPC Newsletter is published monthly by the Claims Prevention and Procedure Council, Inc., P.O. Box 1117, Newburgh, IN 47629, USA. All rights reserved. Subscription rate $20.00 per year included in an-nual membership dues. Advertising rates upon request. The opinions expressed in this publication do not necessarily reflect the views of the membership, staff and/or Board of Directors of the CPPC. All material published herein are the sole opinion of the writer and should not be construed as the opinion or policy of the CPPC or the company which employes the writer.

DEADLINES for submitting articles and advertisements is the first day of the month before the issue month (Jan. 1st for February issue, Febru-ary 1st for March issue, etc.)

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What’s Up At SIRVABy Linda HamiltonEach year I write an article on the happenings in the Claims Department at SIRVA. There never seems to be a shortage of changes or new events and this past year has had more change than ever.

Last October, SIRVA announced that it would be tran-sitioning the Allied Claims Department from West-mont, IL to Ft. Wayne, IN. We received a number of phone calls from concerned repair firms expressing their apprehension on the transition and questioning what the change would mean to them. I am happy to announce that, as of May, the transition was complete with all claims processing and support now central-ized and handled in Ft. Wayne. As part of the transi-tion and in order to fully staff the Ft. Wayne Claims Department, we relocated four staff members from Westmont; moved five customer service rep’s into claims processing positions and hired the remain-ing needed personnel from outside. Training for the new staff lasted about six months and then they were ready to be on their own. So far, the feedback we have received from the repair firms has been positive with little impact to them. That is what we had hoped for and was our primary goal. With the transition behind us, it is time to move on to bigger and better things.

As if the transition of Allied’s Claims Department to Ft. Wayne was not enough, we were also working with our Systems Department to get International and SPD claims processing incorporated into our Claims Management System (CMS). We realized that this system migration would provide significant process-ing efficiency improvements, paperless processing, and allow our claims departments to be on one op-erating system, providing the benefits of significant cross-training opportunities and improved utiliza-tion of staff. I am happy to announce that this project was completed in July and now all domestic claims, international claims and SPD claims are using CMS for claims processing. With this change, we are now able to utilize the same list of repair vendors from one system for ease of assignment thru CMS on both do-mestic and international claims. The repair firms can also access their individual “home page” in CMS and invoice their report through the system for both do-mestic and international claims.

As we move forward, the Claims Department con-tinues to create a “wish list” of creative ideas that we would like to incorporate into CMS. We will keep you advised as we continue to move forward making changes and improving.

As we all know, the moving industry has been impact-ed by the downturn in the economy but there seem to be some glimmers of improvement and hopefully a turnaround will come soon. With any event, if looked

at hard enough, there is always an opportunity; this temporary slowdown is no different. We in the Claims Department have taken this time to aggressively look at all aspects of our business, right-size as necessary, eliminate redundancy, streamline processes and sim-ply get rid of non-value-added procedures. If a policy or function does not directly improve the service we provide to a customer, then it needs to be questioned. Times may be a little tough right now but if we take advantage of the opportunity it presents, we will all be stronger and more profitable when it turns around.

In the past, we have had a number of sessions at the CPPC meetings regarding customer service. Good cus-tomer service technique is always important. Being in the corporate claims office of a moving company, you will receive calls from customers who are emotional, frustrated, and often very angry. When the customer finally gets to a claims adjustor, those emotions are of-ten released in a fury with the claims adjustor taking the brunt. Two key strategies to handle these type of situations: 1) Repeat back the emotions you are hear-ing, e.g., “It sounds like it has been very frustrating.” Always try to avoid saying, “I’m sorry you are frus-trated.” The caller may not believe that you are sorry, and it makes you sound robotic. 2) Remember to tell the caller, “I’m on your side, and I’m sure we can find some solutions.” Your caller will be more likely to re-lax and listen to options rather than fight.

The goal is to make it clear to the caller that you want to find a solution. Empathize, listen and get the caller to understand that you’re an ally. We’re experiencing a very stressful world due to the state of the economy and if we can provide a solution, it’s a win-win situ-ation.

One other point before concluding my article. All of us on the CPPC Board are continually looking for vol-unteers to write articles for our monthly newsletters as well as volunteering for workshops/conventions. There is no better way to share your experiences and get introduced to the CPPC network than by partici-pating in one of these activities. With Dan Manning, Kimmie Loeffler and myself heading up the Spring 2010 Workshop in Oakbrook, IL – we are always look-ing for members to step up and be willing to lend a hand. I hope someone who reads this article and has been resistant to participate in the past; will see that opportunity to raise a hand, lend a voice, or ask to help. The strength of the CPPC is in its membership; we need all of you to be active participants as we con-tinue to strengthen this organization. The fall meeting in Nashville has a great agenda and I hope to see you all there.

Remember, even when the times are tough, there are always opportunities if you look for them… I am looking forward to seeing many of you at the CPPC Fall Convention in Nashville, October 4th – 6th!! v

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Convention Attendee List Company Location Attendee

Adams Moving & Storage Sumter, SC Al AdamsAdams Moving & Storage Sumter, SC Victoria RiddickAFCSC Kettering, OH J. Christopher MalleyAFCSC Kettering, OH J. D. ReeseAll American Moving Group Memphis, TN Nacona ClowesAMSA Alexabdria, VA Linda Bauer DarrArmstrong Eagle Worldwide Evansville, IN Tamela CundiffArmstrong Eagle Worldwide Atlanta, GA Craig RasmussenArmstrong Relocation/Simplicity Relocation Louisville, KY / Birmingham, AL Kimmie LoefflerAtlas World Group Evansville, IN Rick PhillipsAtlas World Group Evansville, IN Todd A. SuterBaker Internation Insurance Agency Denton, TX Janet HogelandBallard Refinishers Seattle, WA & other nearby major areas Sharon StuckeyCarlyle Van Lines, Inc. Warrensburg, MO Hazel BallCarlyle Van Lines, Inc. Warrensburg, MO Dianne HovatterCarlyle Van Lines, Inc. Warrensburg, MO John ShupeComplete Furniture & Interiors Orlando, FL Mitch TreiderCovan World Wide Moving Midland City, AL Dori BledsoeCraftmanship by Weathersby Virginia Beech, VA Mark WeathersbyFurniture Care of Rochester Rochester, NY Gus HoogersFurniture Medic - Home Office Memphis, TN Bob ShennettFurniture Medic Colorado Springs, CO Lynne SingerFurniture Medic by Doyle Miami, FL Gerald DoyleFurniture Medic by Ferguson Fort Worth, TX Bill FergusonFurniture Medic Hawaii Honolulu, HI Rebecca CollinsFurniture Medic of Lexington Lexington & Central Kentucky Bob DicksonImage Restoration Services Chicago Metro David KummerowKistner's Full Claims Service, Inc. Illinois/Iowa Connie KistnerKistner's Full Claims Service, Inc. Illinois/Iowa Don KistnerLone Star Restorations Austin, TX Guy EndsleyManning Claim Services, LLC New York - New Jersey Dan ManningManning Claim Services, LLC New York - New Jersey Joyce ManningMetro Claims and Relocation Charlotte, NC Debbie MoralesNational claims Services, Inc. Broadview, IL Pam JohnsonNixon Claims Texas Ann NixonNixon Claims Texas Richard F. NixonNorCal Restoration Metro Sacramento Area & Beyond Mel StanleyNorCal Restoration Metro Sacramento Area & Beyond Carole StanleyOffice of the Judge Advocate General Washington, DC Patricia A. Leonard, Esq.Planes Moving & Storage, Inc. West Chester, OH Randa MeffordSee Restorations Unlimited Inc. Atlanta, GA Bill SeeShontere Restoration, Inc. VA, MD & DC areas Gene ShontereSIRVA ( Allied & North American) Ft. Wayne, IN Linda HamiltonSIRVA Fort Wayne, IN Don FuessStevens Van Lines, Inc Saginaw, MI John VinkUnirisc, Inc. Orlando, FL Debi WilliamsUnited VL/ Mayflower Tansit Fenton, MO Mark CaldwellU. S. Army Claims Service Washington, DC Steven R. KelleyWoodstock Shop Kansas City Sam Maxwell III

Listing as of Newsletter Print Deadline. Check the CPPC website www.claimsnet.org for an up-to-date attendee list.

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Sweet and CynicalSweet and Cynical’s column is here to answer your ques-tions. Mr. Cynical and Mrs. Sweet thank those that have taken the time to send in questions in the past and welcome new ones. If you have a question for Sweet and Cynical, please email them to the CPPC office at [email protected]. Simply place “Sweet and Cynical” in the Subject Line and the office will route it direct to us for review and re-sponse. Sources of all questions are kept confidential, so you do not have to worry.

Dear Sweet and Cynical,

I am sure there are bigger problems in our industry; but as a small business owner, this is one that is plaguing me more and more as belts are being tightened all around. I developed a formula quite some time ago to use in my calcu-lation of my assignments and the associated charges. That formula goes something like this:

1. Costoftimeforphysicalrepairplusanyparts(figured for each item)2. Cost of travel time to make these repairs (averaged into each item)3. Cost of inspection (averaged into each item)

The hiccup that I am facing is when the game plan, as set out from the inspection, goes awry and all logical elements start to fall apart and the formula starts to cost me money. Examples of this would be a typical seven item claim where youfindoutthatpartsforafewoftheitemsarenotreadilyavailable and the costs to re-manufacture, along with the formula for inspection and travel time, will now exceed the cost of the item. I am faced with recommending the item for cashout; hence removing it from the formula and cutting intomyassociatedreimbursement.Ifindmyselffacedwiththedecision toadjust thefigures toamorecostly itemtoinsure I am adequately reimbursed, or swallowing hard and barely breaking even on my time and expense. I am sure my way of thinking and the formula involved could be a source of the problem, but I have always tried to be consistent in my charging and fair to all parties. If I adjust an item to ensure my expenses, I know that it could end up costing a party of the handling more than they would have otherwise been responsible. And this complicates even further when you start involving different carriers or coverage, when a third party insurance company is involved. I know I could just suck all of this up and take my bumps as they come, but I thought your experience my shed some light.

Not Greedy, (But I want to be fair.)

Well Not Greedy,

After reading your formula I am ready to scramble through mymedicine cabinet and try to findmy old prescriptionof Valuim. The simple fact that you are thinking that hard about saving the carriers money means you are on the right track no matter what you formulate. Some things are going tocostmoreifthereislessthingstofixtocoveroverhead.Its simple mathematics, and the carriers know it well. Trust me. They understand covering overhead. I believe Mrs. Sweet has a similar formula when she calculates how much time she has to spend at the lounge before she can justify the expense of a cab ride to carry her drunk *** home. Or should I say mule/donkey to be politically correct? Anyhow, frugal is as frugal does. Just make sure at the end of the day you are still keeping the doors open.

Here's my formula-

1. Go to work

2. Don't go broke

3. Go to work

Hope that helps!

Signed, Cynical

Servicing the Bellingham Area

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Dear “Not Greedy”

Excuse me a moment while I take care of some personal busi-ness. Mr. Cynical, I will have you know, I don’t pay for the cab ride home. My conquest does, if I have made the right choice for the night. If memory serves me right, I think you have paid that tab for your share of quite a few “oops, an-other one got away date”. Oh girl, your are on...

Now Mr. Not Greedy,

Sorry for the side bar. However, I commend you for looking out for the bottom line for all that are involved and for even thinking about how your actions might impact others in the distributionchain.Iamconfidentmanyofyourcollegesarenot even aware how such can impact some on the distribu-tionchainsignificantly.ButIthinkIcanspeakforthecar-rier’s in that they do not expect you to not get paid for the work you do or the time that you have invested in any claim. This would be a prime example of when one-on-one com-municationcouldbenefitallthepartiesinvolvedwithoutanegative impact on anyone. Communication would allow the party that assigned your claim, to be involved in the best resolution on the equation on application of the associated costs. It is possible that only one party was involved with the entire shipment, so distribution of the funds are more easily handled. Or if that is not the case, they can deter-mine what the best options would be to make it work for all involved. The key factor here is that you do not necessarily needtotryandfigurethisoutonyourown.Sharethein-

formation and let the party assigning the claim advise you back on what they prefer in the processing of your invoice. Especially when your normal formula is not working as it is intended.

Together we can resolve these matters. Communication is the key factor yet again.

Mrs. Sweet.

Readers, if you have any other suggestions for this matter, Mr. Cynical and Mrs. Sweet would love to hear from you. v

"Thank You" to our DonatorsAtlas World GroupBallard Refinishers

Furniture Care of RochesterFurniture Medic By Doyle

Image Restoration ServicesKistners Full Claims Service

National Claims ServiceNixon Claims

NorCal RestorationSIRVA

Listing as of Newsletter Print Deadline. Please check the CPPC website atwww.claimsnet.org to check the most up-to-date list

of Donators to our 2009 Fall Convention.

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Libor ZadrapaTouch of Class Restoration, Inc.4041 Tenango Rd., Claremont, CA 91711Phone: 800-869-09666267378480Fax: 626-737-8676Email: [email protected]

Dean ChettouhFibrenew of Central Texas2541 S IH35 #200-168, Round Rock, TX 78681Phone: 512-334-9588Fax: 512-334-9588Email: [email protected]: www.fibrenew.com/central_texas

Chris & Joan PritchardTotal Leather Care423 Horsham Road, Horsham, PA 19044Phone: 215-672-1877Fax: 215-672-7151Email: [email protected]: www.totalleathercare.com

Raymond PalmerPalmer’s Discount Furniture1105 Noble Wood Drive, Glen Heights, TX 75154Phone: 972-230-1026Fax: 413-740-4686Email: [email protected]

Jack LongFurniture Medic4111 Phillip Ct., Zion, IL 60099Phone: 847-548-5500Email: [email protected]

Gunnar LovblomFurniture Medic By Stuart600 S Bell Blvd., Suite 209, Cedar Park, TX 78613Phone: 512-336-2436Fax: 512-336-9562Email: [email protected]: www.nordichands.com

Randy BuchterFurniture Medic By Randy Buchter1716 A North Main Street PMB 139Longmont, CO 80501-7413Phone: 303-434-5363Fax: 303-776-4062Email: [email protected]

Peter Oak & Petra LieskovskaFurniture Medic804 Cloverview Dr., Glendora, CA 91741Phone: 626-963-2174Fax: 626-408-7762Email: [email protected]: www.pandprestoration.com

Jeanette JohnsonArmstrong Relocation / United Van Lines13669 E 61st Street, Broken Arrow, OK 74012Phone: 918-665-8305Fax: 918-628-1427Email: [email protected] Web: www.armstrongrelocation.com

Scott FleischmanFibrenew NW Metro10718 57th St., Clear Lake, MN 55319Phone: 612-655-2093Fax: 320-743-3806Email: [email protected]: www.fibrenew.com/nw_metro v

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I find this statement, that I recently came across, to be so profound and yet another set of words that can have multiple meanings for our membership. Where you are in the scope of your life and your business can determine the impact of this statement. But it is such statements; that I find that makes me stop, review and apply. Stop to evaluate the words and why it impacted me when I read it. Review why there was an impact at all and is it positive or a wake-up call. Apply, so that it is in a way that I am best impacted. I think we all need those constant wake-up calls that cause us to ground ourselves, review ourselves and our actions and ad-just ourselves as appropriate. If we allow ourselves to continue on any course without reflection, we are not doing ourselves proper justice and are asking for a wake up call when we least expect it.

Sure this statement could have totally different val-ues for many. But if it causes any number of us to rethink our place in the realm of life and business, then it is a very positive and strong statement. To me, such statements stay with me and earn their value. So how are the storms of life affecting you and your busi-ness? Are you allowing these storms to impact your workability, your ethics or even your follow-through on work? Sometimes it is hard to take a real or hon-est look at ourselves. But if we don’t, and just skirt through these storms to the point that it impacts our work for those that have hired us, we have no one to blame but ourselves. None of us really want that type of out-come. Sure we can have that false hope that our previous work and follow-through will see us through a storm or two; but that type of thinking is very self-destructive and potentially work eliminat-ing, especially in these times of business streamlining. Don’t allow your ego to cost you business.

All of us have to police ourselves to stay accountable to ourselves and to those that are hiring us and putting their own reputation on the line, through our services. If you can be honest with yourself and make yourselfaccountable for your work each and every day; you

can potentially eliminate any runaway element that can be damaging before it has that opportunity. Ad-dress any shortcomings as soon as they occur and take the necessary actions to correct and realign the ele-ment to get it back on track. This aggressive approach can often eliminate the issue before it is even noticed by anyone else. Much easier than having to face the questions of “Why” and “How” this happened and “What” are you going to do to correct the problem? Why face that, when it could be eliminated by self policing. Don’t play the answer’s game, in these trou-bling times, be the solution by being proactive in your actions. “Respond” timely, “Follow-through” on all your promises and “Follow-Up” to ensure you have handled all things as expected. This is where the per-spective that matters is not your own, but whomever you are working for at the time.

Thank you to all our readers that give us responses to our articles. Be it positive or negative, it is rewarding to hear your comments. v

The Storms ofLife, Challengethe Strength ofour Anchorby Alan R. JobeCPPC Executive Director

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An Authorized

RestorationCenterAmerica s̓ FurnitureRestoration Specialists

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Facebook I had put if off as long as I could, however after an-other request, now may be the time to spend a mo-ment on Facebook. Alright what is it? I would have to admit up until a short time ago, I really didn’t know much about it. It wasn’t till a friend had asked why I hadn’t responded to their repeated requests to be their friend. We quickly figured out there was someone on Facebook using my name. No harm was done; I was able to pick my name up from the impos-ter. Unfortunately, when I receive requests they slip by the way side as I don’t have much time to track these things and there is not much protection from someone also setting up another account under your name.

Many have called Facebook “The social networking site.” It is owned privately by Facebook, Inc. found-ed by Mark Zuckerberg, Dustin Moskovitz and Chris Hughes. Registered users can add friends and send messages to one another. All users can update their personal profiles which also inform their friends about themselves. Why the name Facebook? The name came from a book issued to the new students of Zuckberg’s high school alma mater. This book showed the faces and names of the schools faculty and students.

Is there a dark side? During the past few years, Face-book has not been welcomed with open arms every-where. Several countries have blocked access to the site. Syria, China and Iran are amongst those whom have blocked access. Recently, Iran has allowed some access, but is talking again about blocking. Who else is blocking access? Most employers block access; and those who don’t, strongly discourage employees from wasting time on the service.

Facebook has had other issues. Several times Face-book has been compromised and is facing several lawsuits from former associates whom claim Face-book had stolen intellectual property and source code.

There was a study conducted in February of 2009 by

Compete.com which ranked Facebook as the most used social network site. The Supreme court of the Australian Capital Territory ruled Facebook was a valid protocol to serve court notices to defendants and considered summons posted on Facebook as le-gally binding. Australian users should now check their accounts with some regularity.

Let’s look at the statistics as provided by Facebook. The general growth of Facebook has yielded more than 250 million active users with 120 million of those logging on at least once each day. Two thirds of the users are outside of college. The fastest growing group are persons 35 years of age and older. The av-erage user has 120 friends and 5 billion minutes are spent on Facebook each day (worldwide). Over 30 million users update their statuses at least once each day. Certainly that is a lot of people with much spare time. Some of the data and application statistics are even more staggering. Facebook reports more than 1 billion photos are uploaded each month along with 10 million videos.

Alright we may have strayed a bit into too much detail. Back to basics, Facebook is simply a social networking site. Many individuals use it as well as businesses. A club, for example, may post upcom-ming meetings or gatherings to its members whom can then easily keep in touch and reply. Ultimately, a web site serves the same purpose without the require-ment of your customers having to become members of a service.

Thank each of you once again for your feedback and support. Please contact me with any questions or suggestions at [email protected].

~Guy Endsley, Lone Star Restorations v

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Ask theComputerGuyby Guy EndsleyLone Star Restorations

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Inventories – Validating the InvalidDepending which way you view this – either using them in the field, as a repair firm or as an adjuster at the desk; inventories can be your greatest asset or your greatest liability.

We have been tied to inventories, at least, as long as I have been in this business. It’s been kind of the rule of thumb indicating pre-existing damage and whether or not, we as repair firms, will be repairing a piece of furniture or not.

We have all seen at least 50% - 60% of the time (espe-cially the repair firms) that we are getting generic in-ventories. The same damage will be listed on all six chairs: "rubbed, scratched, dented, front, left and side". Inventories like this are of no use. The downside here is that some repair firms use these inventories as if they are brought down from the mountain by Moses and they are the spoken word. More often than not, the inventories are done haphazardly at the last minute as the crews are trying to pack up the truck trying to get out of residence.

I remember when Bill Anderson was the manager of claims for Allied Van Lines. He had kicked around the idea of doing away with inventories completely. He bounced this idea off of several repair firms and adjust-ers. At the time, I found this idea to be on the other end of the spectrum and I asked him about it. Bill answered that from his perspective when you are inventorying furniture and using that as a point of reference when debating the merits of a claim in essence, you are call-ing your own customers liars.

Bill thought, from the Allied perspective, that was not an advantageous thing to do as far as customer service goes. He thought, to send a repair firm in and have them banter back & forth with their customer over the

merits of their claim, was not a good thing. To a certain extent, he had a very good point. In essence, when you are denying liability on something that the repair firm feels actually happened (and it looks new), but you’re using the inventories as the final word, you are call-ing your customer a liar. You could probably get away with that on a couple of COD’s, but not if this is a senior vice president of a national account.

I found over the number of years I’ve been doing transit damage claims, probably the greatest number of “re-in-spects” that I’ve had to go in on were inventory conflict problems. One repair firm would go in and interpret the inventories one way, the customer would have a problem with that, then I would go in and see a totally different scenario. I don’t quite know what the answer is to these questions: Do we do away with inventories? Do we keep them? Do we have somebody who is in a higher position within the moving company, who can actually go out and inventory the furniture? And who is inventorying most of the time? Is it the driver? The helper? The sales person?

I wonder, if in this day & age, rather than having such overly descriptive inventories (that more often than not are of no use in the field) it might be better for the driver to just have a digital camera on the truck to take pictures of all of this pre-existing damage. This would prevent spending hours inventorying (or over invento-rying or under inventorying) the furniture – just photo-graph the obvious which appear to be pre-existing then attach that digital photo(s) to the customers bill of lad-ing or in a PDF file. This would solve the problem with any points of contention. If there is a piano that had a gouge on the left corner, photograph it before the move then there is no room for argument from the shipper or anybody else at that point.

Also, this would solve the problem with the “under” inventorying. Sometimes I’ll get inventories that are almost blank. I go to residence and see pre-existing damage all over the place.

I guess if I am going to be on the inventory band wagon I need to put in my own pet peeve about inventories. How about being sent a claim assignment with 2 items and 22 pages of inventories? There’s got to be a better way!

I think I might have opened up a can of worms where some will be dissecting and tearing apart, but I think this is something that needs to be discussed. The prob-lem has been going on for too long and it has been a sore point for many van lines, repair firms and customers.

So what’s the answer??? v

From the Other Side of the DeskBy Dan ManningManning Claim ServicesAllendale, NJ

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MAINE

NEWHAMPSHIRE

VERMONT

NEW YORK

MASSACHUSETTS

CONNECTICUT

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The on-site furniture repair experts,proudly serve the Northeast.

ConnecticutServing Fair�eld County Amy Coilparampil p 203/268-9698 f 203/268-9562 [email protected]

MassachusettsServing Worchester County Greg Hamel p 877/FIX FURNITURE ext 88 f 877/349-3879 ghamel@877�xfurniture.com

Serving Plymouth County & the Surrounding AreasBob O’Rourke p 781/878-0582 f 781/878-0583 [email protected]

Serving Middlesex County Carl Bryant p 978/501-4598 f 978/486-9554 [email protected]

New HampshireServing Hillsborough and Cheshire Counties Allen Scoggan p 603/434-0774 f 603/432-2183 [email protected]

New JerseyServing Bergen County Robert Lord p 201/358-6169 f 845/368-2518 [email protected]

Serving Mercer & Burlington Counties Joe Wesley p 609/324-9779 f 609/324-3894 [email protected]

Serving Middlesex, Somerset and Union Counties David Stogoski p 908/755-8440 f 908/756-2863 [email protected]

Serving Southern New Jersey Drew Kelley p 856/582-7606 f 856/589-9824 [email protected]

Serving Morris County Ira Lichtman p 973/770-4424 or 973/540-0223 f 973/398-9872 [email protected]

PennslyvaniaServing Lancaster & the surrounding Susquehanna Valley Vicinity Michele Switalski p 717/361-7600 f 717/361-7622 [email protected]

VermontServing Vermont and Northeast New YorkGreg Fowlerp 802/244-1984 f 802/[email protected]

Corporate HeadquartersServing the US, Canada & the UK Memphis, TN p 800/877-9933

To �nd the Furniture Medic nearest you, Visit www.furnituremedic.com .

New YorkServing Manhattan, Nassau County & Long Island Chris Tantillo p 516/333-9090 f 516/333-0805 [email protected]

Serving Central New York Dick Toombs p 315/445-1100 f 315/445-1206 [email protected]

Serving the Southern Tier Peter Moore p 607/748-8657 f 607/748-5156 [email protected]

Serving Albany, Rensselaer & Saratoga Counties Hiland Sanders p 218/383-4272 f 518/383-4294 [email protected]

Serving Je�erson County Micheal Grandjean & Timothy Nevin P 315/786-8453 f 315/786-0785

Serving Westchester & Rockland County Robert Lord p 845/368-0046 f 845/368-2518 [email protected]

NEW JERSEY

RHODE ISLAND

Advertisement based on participating locations only. Additional Furniture Medic locations also available. To find additional locations please visit our website at www.furnituremedic.com.

MAINE

NEWHAMPSHIRE

VERMONT

NEW YORK

MASSACHUSETTS

CONNECTICUT

PENNSYLVANIA

DELAW

ARE

The on-site furniture repair experts,proudly serve the Northeast.

ConnecticutServing Fair�eld County Amy Coilparampil p 203/268-9698 f 203/268-9562 [email protected]

MassachusettsServing Worchester County Greg Hamel p 877/FIX FURNITURE ext 88 f 877/349-3879 ghamel@877�xfurniture.com

Serving Plymouth County & the Surrounding AreasBob O’Rourke p 781/878-0582 f 781/878-0583 [email protected]

Serving Middlesex County Carl Bryant p 978/501-4598 f 978/486-9554 [email protected]

New HampshireServing Hillsborough and Cheshire Counties Allen Scoggan p 603/434-0774 f 603/432-2183 [email protected]

New JerseyServing Bergen County Robert Lord p 201/358-6169 f 845/368-2518 [email protected]

Serving Mercer & Burlington Counties Joe Wesley p 609/324-9779 f 609/324-3894 [email protected]

Serving Middlesex, Somerset and Union Counties David Stogoski p 908/755-8440 f 908/756-2863 [email protected]

Serving Southern New Jersey Drew Kelley p 856/582-7606 f 856/589-9824 [email protected]

Serving Morris County Ira Lichtman p 973/770-4424 or 973/540-0223 f 973/398-9872 [email protected]

PennslyvaniaServing Lancaster & the surrounding Susquehanna Valley Vicinity Michele Switalski p 717/361-7600 f 717/361-7622 [email protected]

VermontServing Vermont and Northeast New YorkGreg Fowlerp 802/244-1984 f 802/[email protected]

Corporate HeadquartersServing the US, Canada & the UK Memphis, TN p 800/877-9933

To �nd the Furniture Medic nearest you, Visit www.furnituremedic.com .

New YorkServing Manhattan, Nassau County & Long Island Chris Tantillo p 516/333-9090 f 516/333-0805 [email protected]

Serving Central New York Dick Toombs p 315/445-1100 f 315/445-1206 [email protected]

Serving the Southern Tier Peter Moore p 607/748-8657 f 607/748-5156 [email protected]

Serving Albany, Rensselaer & Saratoga Counties Hiland Sanders p 218/383-4272 f 518/383-4294 [email protected]

Serving Je�erson County Micheal Grandjean & Timothy Nevin P 315/786-8453 f 315/786-0785

Serving Westchester & Rockland County Robert Lord p 845/368-0046 f 845/368-2518 [email protected]

NEW JERSEY

RHODE ISLAND


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CPPC Announces their Keynote Speaker for the 2009 CPPC Fall Convention

We are so very excited to announce that Linda Bauer Darr, President and CEO of the American Moving and Storage Association has generously agreed to come speak at our fall Convention and give us some first hand insight on the status of

our Industry. Don’t miss this rare opportunity for our organization.

LINDA BAUER DARRPresident and CEO

American Moving and Storage Association

Linda Bauer Darr is President and CEO of the American Moving and Storage Association (AMSA), Executive Director of the Moving and Storage Institute, and Publisher of Direction magazine. The leading trade association for the moving and storage industry, AMSA is a result of a merger of three associations – the American Movers Conference (AMC), the Household Goods Carriers’ Bu-reau, and the National Moving and Storage Association, the oldest of which dates back to 1920. Linda was chosen to lead AMSA in April of 2007. Ms. Darr has almost 20 years of experience in transportation policy, association management and government relations. Her experience includes senior positions with the American Trucking Associations and the American Bus Association, as well as serving during the Clinton Administration at the U.S. Department of Transportation. As Deputy Assistant Secretary for Budget and Programs, she oversaw the development of a $60 bil-lion annual budget for the department and interacted regularly with senior officials in the Admin-istration and at the White House and with members of Congress and their staff on a wide range of transportation policy matters. Ms. Darr serves on the Board of the American Highway Users Alliance, the Eno Transportation Foundation’s Advisory Board, the Industry Advisory Panel of the Employee Relocation Council, and was appointed to the U.S. Chamber of Commerce’s Committee of 100 Top Association Execu-tives. Ms. Darr graduated from the University of Maryland and resides in Alexandria, Virginia.

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Alabama Serving Madison County Steve & Corinne Healy p 256/882-9298 f 256/882-9298 www.4furnituremedic.com/AL/21169

Serving Jefferson & Shelby Counties Butch Rowell p 205/982-0029 f 205/982-0043 [email protected]

Serving Jefferson & Shelby Counties David & Claudia Herring p205/699-8961 f 205/699-3753 [email protected]

Arkansas

Serving Northeast Arkansas & the Bootheel of Missouri Furniture Medic of NEA p 870/269-7712 f 870/269-7713 [email protected]

Georgia

Serving Cobb County Tom Sukalac p 770/819-6881 f 678/669-1645 [email protected]

Florida Serving the Miami metro area

Jerry & Helen Doyle p 305/666-2125 f 305/234-6565 [email protected]

Serving Winter Park Andy Geraci p 407/382-3470 f 407/695-3114 [email protected]

Serving Manatee, Sarasota, Charlotte, Lee & Northern Collier Counties Parker/Haywood p 941/473-4180 f 941/475-5308 [email protected]

Serving Broward & Palm Beach Counties

Serving Palm Beach County

Jeff &Tom Fleckenstein

Simon & Lyn Warren

p 954/340-3278 f 954/972-5970

p 561/994-0999 f 561/994-3399

p 561/750-2468

[email protected]

The on-site furniture repair experts,proudly serve the Southeast.

Kentucky

Serving Central KentuckyBob Dickson p 859/272-4000 f 859/[email protected]

North Carolina

Serving

Wake, Orange, & Durham Counties

Charles & Valerie Bratton p 919/841-2622 f 866/731-5470 [email protected]

Tennessee

Serving Franklin, Brentwood & Murfreesboro Jerry Uhrine p 615/368-3159 f 615/368-3169 [email protected]

Serving the greater Memphis metro area Bill & Carl McCrary p 901/753-8211 f 901/755-9874 [email protected]

Virginia Serving Fairfax & Prince William Counties Robert T. DeMay p 703/339-9736 f 703/339-9738 [email protected] www.furnituremedic-nova.com

Serving Central Virginia Bob Borkovec p 540/586-8998 f 309/402-2617 [email protected]

Serving Fairfax, Stafford & Spotsylvania Counties Thomas Holmes p 703/451-8035 f 703/913-3225 p 540/288-2255 [email protected]

Serving the North Hampton Roads area Calvin Griffin p 757/865-4111 f 757/865-6965 [email protected]

Serving Augusta & Albemarle Counties Raymond & Tammie Rinaldo p 540/886-1886 f 540/886-4186 [email protected]

Corporate Headquarters

Serving the US, Canada & the UK Memphis, TN p 800/877-9933 www.furnituremedic.com


Serving the Greater Richmond area & the Tri-CitiesTim Bendallp 804/862-1697 f 804/[email protected]

Serving the South Hampton Roads areaDail Dekkerp 757/481-9663 f 757/[email protected]

& surrounding areas

Serving Mecklenburg & surrounding areas

p 704/847-7683 f 704/846-7124 Dave & DeAnna Benson

[email protected]

Serving Greenville & surrounding areasAshley Riddle p 864/862-8860 f 864/862-9192 [email protected]

South Carolina

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Full inspection & complete claims service including digital photographs for the Moving & Insurance Industries Services Available up

to 150 Mile Radius of Denver, CO

Total Furniture Repair & Restoration Services

including:

• Mobile service for on-site wood & leather touchup• Regluing & Repairing• Expert Refinishing• Top Quality Reupholstery

Not a chain, not a franchise. Owner-managed, by Dan Whitney & Leo Molina, Brandt and Whitney is

“the real deal.”

Brandt & Whitney, Inc.* 4885 South Broadway * Englewood, Colorado 80110Phone: (303) 788-0820 * Fax: (303) 788-1701 * E-mail: [email protected]

Web: www.brandtandwhitney.comwww.furniturerestorationtoolsandsupplies.com

www.designcenterfabrics.comwww.foamcuttosize.net

5th Generation craftsmen since 1895 2525 West Highway 13Burnsville, MN 55337

(952) 890-2284fax (952) 890-2296 fax

[email protected]

Minnesota2400 West Belleview Ave.

Littleton, CO 80120(303) 798-3220

fax (303) 798-9888 [email protected]

Colorado1525 East Burgundy Pkwy.

Streamwood, IL 60107(800) 481-9702

fax (630) 736-8883 [email protected]

Illinois

Five generations and three locations. Claims services with experience.

Mordechai Shlomo, Craftsman

fine art wood repair co.Furniture Repairs & Touch-Ups

Restorations of AntiquesCustom Woodworking

Full Transit Damage Service forInsurance Companies & Van Lines

Email: [email protected]

500 - C Grand Street #11H Fax: 212-842-9606 New York, NY 10002 Cell: 917-416-5870

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2009 CPPC Golf Scramble

October 4th

at 8AM

General’s Retreat at

Hermitage Golf Course

(www.hermitagegolf.com)

$59.00 + tax per person (includes Cart & Driving Range)

(Club Rental available at $35.00 + tax)

Dress Code: Collared Shirts & Khakis

Deadline for registering is 9/30/2009

!""!#$%&'##

()*+,-&&.#

/001#

If interested in joining this game of fun, please contact Dan Manning at

[email protected] or Rick Phillips at [email protected]

CPPC Golf Nashville

2009

2009 CPPC Golf Scramble October 4th at 8AMGeneral’s Retreat at

Hermitage Golf Course(www.hermitagegolf.com)

$59.00 + tax per person(includes Cart & Driving Range)

(Club Rental available at $35.00 + tax)

Dress Code: Collared Shirts & Khakis

Deadline for registering is 9/30/2009

If Interested in joining this game of fun, please contact Dan Manning [email protected] or Rick Phillips at [email protected]

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E-mail: [email protected] Site: www.ronsfurniturerepairs.com

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All & furniture

in 8 years

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Over 40 years experiencespecializing in on site touch up & repair

Scratches - Gouges - Broken WoodThorough Reports - Clear Photos

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Introducing theLatest CPPCBoard MemberThe CPPC would like to wel-come Todd Suter as the latest representative to the CPPC Board of Directors. Todd has replaced Mark Spiehler, as the representative for Atlas Van Lines, Inc., on the Board. We thought it might be nice to introduce Todd to the membership prior to our upcoming Fall Convention in Nashville. You can meet Todd in per-son at that event, Oct. 4th thru 6th in Nashville, TN.

Q: Todd, what position do you hold at Atlas?A: Corporate Counsel and Assistant Secretary

Q: How long have you been associated with Atlas and have you held any other positions within the company?A: I started just over seven years ago as Corporate Counsel. I was named Assistant Secretary a year or so later.

Q: Have you held any other positions associated with our industry prior to joining Atlas?A: No. Prior to coming to Atlas, I was a Deputy Attorney GeneralfortheIndianaAttorneyGeneral’sOffice.

Q: Are you associated with any other organizations in the Moving Industry or Legal arena?A: Yes. I am a member of the Conference of Freight Counsel, the AMSALegalAdvisoryCouncil,andtheEvansvilleBarAssociation.

Q: What do you think your professional position can add to the CPPC Board and Organization?A: As an in house counsel, I believe that I can provide a dif-ferent perspective on the issues we face, as well as some insight into the laws of the industry and the legal system in general.

Q: As the legal profession covers many different aspects, can you share with us what type of legal elements you handle at Atlas that might pertain specifically to our In-dustry and Organization. A: I handle the claims litigation for Atlas. This task involves

many elements, including working with our outside counsel, the people here at Atlas, and the agents that are involved with the underlying claim. This responsibility also includes being involved in all settlement negotiations and mediations that take place.

Q: Todd, from my past personal experience, I know that claim litigations and mediations can be quite involved and a great deal of that information is confidential. That being said, can you give us any general insight on maybe one element of the moving or claim process that plays a big factor in these litigations, or an element that our mem-bers should be aware of when they are involved with a move or claim?A: In my experience, inadequate or incorrect paperwork is a big enabler of claims litigation. It is really frustrating when you are involved in litigation that could have been avoided (or at least minimized) if only the paperwork had been completed properly. The smallest details left undone can end up being very expensive. Q: Todd, we will take you off the hot seat on business and move toward a lighter side. What personal factors would you like to share about yourself with the membership?A: My wife (Melissa) and I have been married for just over nine years. She is from Fort Wayne, Indiana and we met while we were living in Indianapolis. We have two children. Sophia is seven and Jackson is four. Melissa is a stay-at-home mom, and is very involved with our children’s education, including being a volunteer teacher’s assistant. When I am not working or taking care of my home or children, I try and play as much golf as possible.

Q: What is something that other members might be sur-prised to know about you or your family?A: I was raised by my grandparents, who were from the south. They were both great cooks, and somewhere along the way, I inherited their love of cooking. So, I am the cook of my family. I especially like grilling and cooking comfort foods such as stew, chili and soups. I also prepare Thanksgiving and Christmas dinner for my entire family. Cooking is one of the few things that take my mind off of the stressful things in life!

Todd, thank you for taking the time to share a little about yourself to our membership. We welcome you to the CPPC Board and wish you many years of involvement. See you in Nashville. v

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Los Angeles, Ventura, Orange & San Diego

TEL & FAX: (310) 306-7414CELL: (310) 418-4542

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Military Representatives Again Participate in Our ConventionThe CPPC is happy to announce that past Pan-elists from the respective Military Branches are returning for another up-close and personal dis-cussion with our members on Military Claim Procedures and Policies. If you have not had a chance to participate in one of these discussions in the past, please do not miss this opportunity. Past discussions have left those that participat-ed with the desire that they had had more time to further. With that in mind, we have extended their discussion time this go around.

Those participating and their respective bios follow:

Panel of Military Branch Representatives:Patricia A. Leonard:Deputy Assistant Judge Advocate General

J. Christopher Malley: Deputy to the Chief, AFCSC

J. D. Reese:Chief, Operations Division, AFCSC

Steven R. Kelly:Chief,PersonnelClaimsBranch,U.S.ArmyClaimsService

PATRICIA A.LEONARD, ESQ.Deputy Assistant JudgeAdvocate GeneralClaims and Tort LitigationOfficeoftheJudgeAdvocateGeneral

Ms. Leonard received her B.A. in Political Science in 1979 from St. Michael's College in Burlington, Vermont, and her J.D. in 1983 from Western New England College School of Law in Springfield, Massachusetts. She was commissioned as an Ensign in the United States Naval Reserve in Novem-ber 1982, and graduated from Naval Justice School, New-port, Rhode Island in December 1983.

Ms. Leonard served as Legal Assistance Attorney, Claims Attorney, and Chief Defense Counsel at Naval Legal Service Office, Pearl Harbor, Hawaii from December 1983 - Decem-ber 1985. She served as Legal Assistance Attorney and De-fense Counsel at the Naval Legal Service Office Detachment,

Naval Air Station, Brunswick, Maine from January 1985 - September 1987 when she was released from active duty.

After spending 2 years in private practice in Massachusetts where she specialized in insurance defense litigation, Ms. Leonard came to the Claims and Tort Litigation Division of the Office of the Judge Advocate General (OJAG Code 15) in December 1989. She is currently the Division Director for OJAG Code 15 and as such, is responsible for policy, procedures and processing of claims filed both on behalf of and against the United States. OJAG Code 15 has a staff of 110 legal professionals who process claims filed pursuant to the Federal Tort Claims Act, Military Claims Act, Foreign Claims Act, Medical Care Recovery Act, Federal Claims Collection Act and the Military Personnel and Civilian Em-ployees' Claims Act. The Division also serves as custodian and release authority for reports of investigation conducted pursuant to Chapter II of the Manual of the Judge Advocate General (JAGMAN).

Ms. Leonard is a Captain in the Reserve Component of the Judge Advocate General’s Corps and currently serves as Appellate Defense Counsel, supporting the Appellate De-fense Division of the Office of the Judge Advocate General, Washington Navy Yard, D.C. Captain Leonard previously served as Commanding Officer, NR LSO MIDLANT 306 (Norfolk), Commanding Officer, NR LSO SOUTHEAST 208 (Charleston) and Commanding Officer, NR LSO MIDLANT 206 (Norfolk). Captain Leonard is authorized to wear the Meritorious Service Medal(2), the Navy Commendation Medal, the Navy Achievement Medal(2) and the Civilian Meritorious Service Medal. She is admitted to practice be-fore the Supreme Judicial Court of Massachusetts, the Fed-eral District Court for the District of Massachusetts, and the United States Supreme Court.

MR. J. CHRISTOPHER MALLEY

Chris Malley is currently serving as the deputy to the Chief, Air Force Claims Service Center (AFCSC), in Kettering, Ohio. The AFCSC is the central Air Force facility for processing all claims against the Air Force under the Personnel Claims Act. To achieve its mission, it has developed an IT-centric process to maximize the convenience of both claimants and claims adjudicators. The AFCSC works closely with other DoD claims services, the carrier industry, and USTRANSCOM and the Air Force transportation communities to ensure Airmen are properly cared for when claims arise. He is a member of the Texas Bar.

After graduating from Texas A&M, Mr. Malley entered the Air

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Force through Officer Training School in 1993. As flight com-mander, he led his flight to being named Honor Flight of his graduating class. His first assignment was with the 60th Airlift Wing at Travis AFB, California, as an information management officer. He first served as a squadron section commander and mo-bility officer before moving on to be a group executive officer. During this tour, he deployed to Freetown, Sierra Leone, with the Director of Mobility Forces in support of Operation ASSURED RESPONSE, helping to coordinate the airlift of civilians from the American embassy in Monrovia, Liberia, during a civil war. Soon after returning from Africa, he went to attend law school at the University of Houston through the Funded Legal Education Program. While there, he became Editor-in-Chief of the Houston Journal of International Law and a finalist in the school’s moot court competition. His first assignment out of law school was at the 2d Bomb Wing at Barksdale AFB, Louisiana, where he served as the Chief of Civil and Operations Law and as Chief of Mili-tary Justice. He moved on to the 62d Airlift Wing at McChord AFB where he served as Chief of Labor Law, Military Justice, and Military Law. While stationed at McChord AFB, Washington, he deployed in support of Operation IRAQI FREEDOM to Tallil AB, Iraq, where he served as Staff Judge Advocate. He then went on to be the Deputy Staff Judge Advocate at the 9th Reconnaissance Wing, Beale AFB, California, until he separated from active duty in September 2006.

He married his wife, the former Shari McNally, of Houston, Texas, on 8 August 1998.

EDUCATION:1990 Bachelor of Science, Physics, Ole Miss University, Oxford, Mississippi 1992 Master of Business Administration, Texas A&M University, College Station, Texas 1999 Doctor of Jurisprudence (cum laude), University of Houston, Houston, Texas 2000 Squadron Officer School, in residence 2005 Air Command and Staff College, by correspondence ASSIGNMENTS:1. June 1993 – September 1993, Officer Trainee, Officer Training School, Lackland AFB, Texas2. September 1993 – July 1996, Section Commander, 60 MSS, and Executive Officer, 60 OG, Travis AFB, California3. July 1996 – July 1999, Funded Legal Education Program, Houston, Texas4. August 1999 – June 2002, Chief, Civil/Operations Law, and Military Justice, 2 BW, Barksdale AFB, Louisiana5. July 2002 – July 2004, Chief, Civil/Labor Law, Military Jus-tice, and Military Law, 62 AW, McChord AFB, Washington 6. March 2004 – June 2004, Staff Judge Advocate, 407 AEG, Tallil AB, Iraq7. July 2004 – September 2006, Deputy Staff Judge Advo-cate, 9 RW, Beale AFB, California8. October 2006 – Present, Deputy Chief, Air Force Claims Service Center, Kettering, Ohio

MAJOR AWARDS AND DECORATIONS:

• Meritorious Service Medal with two oak leaf clusters• Air Force Commendation Medal• Joint Meritorious Unit Award• Meritorious Unit Award• Air Force Outstanding Unit Award with three oak leaf clusters• National Defense Service Medal with star• Iraq Campaign Medal• Global War on Terrorism Service Medal• Humanitarian Service Medal• Air Force Expeditionary Service Medal with gold border

OTHER ACHIEVEMENTS:2000 Outstanding Briefer, SOS

EFFECTIVE DATES OF PROMOTION:Second Lieutenant 22 September 1993First Lieutenant 22 September 1995Captain 22 September 1997Major 1 January 2004GS-13 30 October 2006YC-02 21 January 2007(Current as of April 2009)

MR. J.D. REESE

J.D. Reese is assigned to the Air Force Claims Service Cen-ter, Kettering, OH as the Chief, Operations Division, where he oversees the operations of adjudicating all Personnel Claims in the Air Force. He is originally from Pittsburgh, PA. He entered the Air Force in January 1982 until he retired in June 2007. He had a break in service from 1987-1988 and worked for Parks Moving and Storage, United Van Lines, Warrendale, PA, as Claims Manager. He is married to Betty and they have three girls - Marianna, Jamie, and Rebecca.

EDUCATION:

2008 - Currently enrolled - Masters Degree in Military Op-erational Art and Strategic Studies1998 - Bachelor of Science Degree in Human Resource Man-agement, Faulkner University, Montgomery, AL1997 - Associate of Applied Science Degree in Instructional Technology and Military Sciences1997 - Teaching Certification1993 - Associate of Applied Science Degree in Paralegal Studies2000 - Senior NCO Academy (by correspondence)2002 - Senior NCO Academy (in residence)

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ASSIGNMENTS:1. Mar 82-Mar 84, 347 TFW, Moody AFB, GA 2. Apr 84-Jun 85, 4 CSG, Seymour Johnson AFB, NC3. Jul 85-Jul 87, 410 BMW/JA, K.I. Sawyer AFB, MI4. Aug 87-Aug 88, 112 TFG/JA, Greater Pitt Int’l Airport, PA ANG5. Sep 88-Oct 90, 42 AD/JA, Grand Forks AFB, ND6. Nov 90-Nov 91, 51 TFW/JA, Osan AB, ROK7. Nov 91-Nov 94, 410 BW/JA, K.I. Sawyer AFB, MI8. Nov 94-Jun 98, JAG School, Maxwell AFB, AL9. Jun 98-Jun 00, 50 SW/JA, Schriever AFB, CO10. Jul 00-Jul 04, 3 AF/JA, RAF Mildenhall, UK - OPERATION NORTHERN WATCH (09/2002) - OPERATION IRAQI FREEDOM (03/2003)11. Jul 04-Sep 05, 52d FW/JA, Spangdahlem AB, Germany 12. Sep 05-Apr 07, 18 AF/JA, Scott AFB, IL13 Apr 07-Aug 07, Maxwell AFB AL14. Aug 07-Chief, Operations Division, Claims Service Center, Kettering, OH

AWARDS AND DECORATIONS: DEVICES1. Meritorious Service Medal 52. Air Force Commendation Medal 23. Joint Service Achievement Medal 04. Air Force Achievement Medal 15. Joint Meritorious Unit Award 06. AF Outstanding Unit Award 37. AF Organizational Excellence Award 08. AF Good Conduct Medal 69. National Defense Service Medal 110. Armed Forces Expeditionary Medal 011. Global War On Terrorism Expeditionary Medal 012. Global War on Terrorism Service Medal 013. Korean Defense Service Medal 014. AF Overseas Ribbon Short 015. AF Overseas Ribbon Long 016. Air Force Expeditionary Service Ribbon with Gold Border 017. AF Longevity Service 418. USAF NCO PME Graduate Ribbon 219. Small Arms Expert Marksmanship Ribbon 120. AF Training Ribbon 0

Eighth AF Outstanding Paralegal Airman of the Year, 1993; Air University Outstanding Paralegal Airman of the Year, 1996; Third AF Outstanding Senior Paralegal of the Year, 2001; USAFE Outstanding Senior Paralegal of the Year, 2001.

EFFECTIVE DATES OF PROMOTION:Airman Basic January 1982Airman July 1982Airman First Class January 1983Senior Airman April 1985Sergeant April 1986 Staff Sergeant November 1986Technical Sergeant January 1995Master Sergeant May 1999Senior Master Sergeant December 2003GS-12 April 2007YC-02 August 2007(Current as of Aug 2008)

MR. STEVEN R. KELLYCHIEF, PERSONNEL CLAIMS BRANCHU.S.ARMYCLAIMSSERVICE

Mr. Kelly is the Acting Chief of the Personnel Claims and Recovery Division of the USARCS. In July 2005 when he returned to the Claims Service after completing a one year mobilization tour as the trial defense counsel at Fort Dix, New Jersey. He retired as a lieutenant colonel in the JAG Corps Reserve in February 2006.

Mr. Kelly served on active duty in the Judge Advocate Gen-eral’s Corps from 1982 through 1989. He left active duty to become an associate in the firm of Sweeney, Sheehan and Spencer in Philadelphia. He left private practice in 1994 for an eight month temporary tour of active duty with the MFO in Sinai, Egypt. He worked as an attorney advisor at Fort Devens, Massachusetts from October 1995 until com-ing to USARCS in March 1998. After a little over a year as an attorney advisor in the Legal Analysis Branch, Mr. Kelly served as the Deputy Chief, Recovery Branch, and later the Acting Chief of Recovery Branch, until being mobilized in June 2004.

Mr. Kelly graduated from Temple University School of Law in 1981 and is admitted to practice in Pennsylvania and New Jersey. He is married to his class mate from the 98th JAG Basic Course, Colonel Wendy Kelly, a reserve Judge Advocate who is currently on active duty serving as the Ex-ecutive Officer to the Appointing Authority for the Military Commissions Agency. They have two children, Edward, 21, and Erika, 18, both of whom are attending college in Virginia. v

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C P P C

Join us for the Monday Night Outing

The Monday Night Outing during the 2009 Convention is an optional event for those in attendance at the CPPC Fall Convention. It is not part of your Registra-tion fee. This year we have chosen Nashville’s infamous “Wildhorse Saloon”. Reservations must

be made in advance to be include in the special group rate of $40.00 per preson. This pricing does provide you wih entrance into the Wildhorse, designated VIP group seating for the evening’s entertainment and a buffet din-ner with non-alcoholic beverages as presented below. Put your favorite pair of cowboy boots or dancing shoes on and get ready to dance. The “Wildhorse” does offer line dance lessons before the entertainment starts. So brush up on some of those old steps you vaguely remember or learn a few new ones, and join us for what should prove to

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The CPPC has chosen Nashville, TN, for the site of their 2009 Fall Convention at the Doubletree Hotel Nashville-Downtown. The schedule of our event can be found within the pages of this Newsletter or up-to-date information is always available at the CPPC website, www.claimsnet.org. We hope you will join us for another educational and networking opportunity.

The Doubletree Hotel Nashville in Downtown Nashville, Tennessee invites you to experience the rich culture and heritage of "Music City USA" and the true meaning of southern hospitality. Our downtown hotel, located within walking distance of Tennessee's Capitol and the Nashville Convention Center, is only ten minutes from Nashville International Airport.

The Doubletree Hotel Nashville is witin walking distance and/or near the following places of interest:

• Nashville Convention Center • Ryman Auditorium • Vanderbilt University • LP Field, Home of the NFL Tennessee Titans• TPAC TN Performing Arts Center • The Nashville Municipal Auditorium• TN State Capitol and Museum • Country Music Hall of Fame• Schermerhorn Symphony Hall • Historic 2nd Avenue – “The District”• First Art Center • Sommet Center, Home of the NHL Nashville Predators

Join us October 4th - 6th for the 2009 CPPC Convention in Nashville, TN315 4th Avenue North • Nashville, Tennessee, 37219-1693

Tel: 615-244-8200 Fax: 615-747-4894

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2009 CPPC Fall ConventionDoubletree Hotel – Nashville Downtown

October 4th - 6th, 2009

InformationLOCATIONDoubletree Hotel – Nashville Downtown is the sight for the 2009 CPPC Convention. The hotel is only 10 minutes from the airport and is within walking dis-tance of many attractions downtown, including “The District”, which houses many Honky Tonks, BB Kings, The Wildhorse Saloon and the Country Music Hall of Fame. All events of the Convention will take place in the hotel itself, with the exception of an optional Mon-day Night Outing or the Sunday Golf Scramble. It is a recently remodeled property with all the latest ameni-ties. The Hotel does have dining on the property and a Starbucks in their lobby for added convenience.

HIGHLIGHTSOur goal continues with this event to provide edu-cational opportunities to all our members, while still allowing them sufficient time to network amongst themselves. We will continue again with this event having a strong focus on the military sector of our in-dustry. Recent and continuing changes make it a vi-able factor for us to follow. This time we will split the membership during this section of the session to allow for more specialized topic agenda within this subject matter. We have re-dedicated our focus on any New Members in attendance to make sure they feel wel-come and have guidance in meeting other members and understanding the value our organization can provide them. And as always, there will be plenty of time to ask questions throughout the event either in an open session or one-on-one to our Board or other members. This event does start off with an opening reception on Sunday night. We have included an op-tional Monday night outing again this year as they have proved very popular in the past.

Non-Registered Guests can attend the Sunday Night Welcome Reception for a small additional charge with-out actually attending the meetings. This information is available on the registration form.

REGISTRATIONLook for the “Registration Form” in the back of this

Newsletter or on-line at our web site, www.claimsnet.org . A new feature for this event is the ability to “Register” on-line as well. You can find the link on the CPPC website for this added feature. Remember to register early, as the date your registration is received, can affect the amount you pay. Your registration fee does include the welcome reception on Sunday night, continental breakfast and full lunch on Monday and a buffet breakfast on Tuesday.

If you need sleeping accommodations for the event, they can be made direct with the hotel at 615-244-8200. Their address is 315 4th Ave N., Nashville, TN 37219. Don’t forget to identify yourself as part of the CPPC 2009 Convention, using reservation code “CPP”, to obtain the special room rate of $124.00. You can also make reservations on-line at http://doubletree.hil-ton.com/en/dt/groups/personalized/BNADUDT-CPP-20091002/index.jhtml Please note that the CPPC room block expires Sept. 11th, 2009. There are a lim-ited number of rooms within this block, so register early to ensure a room at this rate. Note: This special rate can not be guaranteed after this date or once the room block has been met.

DONORS/SPONSORSHIPSDonors/Sponsorships help us to insure the success of this event by allowing us to keep rates low, so more people can attend. With any level of Donor/Sponsor-ship you can gain valuable exposure through your name being listed in the monthly newsletters and on the CPPC website, prior to the event, and on various listings throughout the Convention itself. Contribu-tions of $50 - $250 are directly tied to designated lev-els this time, but any and all contributions will be ap-preciated and acknowledged. Check the registration form for further details.

TRANSPORTATIONAll major air carriers serve Nashville. Make your res-ervations early to get your best fares. Transportation from the airport to the property is not provided by the hotel; but again, the Hotel is only a short 10 minute ride away.

QUESTIONS? Don’t hesitate to contact the CPPC office by calling 866-276-5656 or by email at [email protected] .

Please note: Due to schedule times andcontractual obligations, any and all refunds

are at the discretion of the CPPC office.

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York House, Church Street,Shipston on Stour, Warwickshire.CV36 4AP.United Kingdom24 hour Telephone: +44 (0) 1608 664 777Fax: +44 (0) 1608 664781www.bakerclaims.com

1425 K Street NW, Suite 350 Washington, DC 20005 Tel: 202.587.5745 Fax: 202.587.5601

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See CPPC website for our profile: (www.claimsnet.org)

Ph: 708-297-4170 Fax: 708-960-0105

C P P C

CPPC - 31

CPPC 2009 FALL CONVENTION SCHEDULESunday, October 48:00 to ? GOLF SCRAMBLE (General's Retreat at Hermitage Golf Course)3:00 to 4:00 PRE-BOARD MEETING (Open to the Membership)5:00 to 7:00 REGISTRATION AND OPENING RECEPTION

Monday, October 58:00 to 9:00 REGISTRATION AND CONTINENTAL BREAKFAST

9:00 to 9:30 CONVENTION OPENING Opening Remarks from the CPPC Board & Self Introductions

9:30 to 10:40 GUEST SPEAKER: Linda Bauer Darr, President and CEO Amerian Moving and Storage Association (AMSA) “What is the Status of our Industry?”

10:40 to 10:50 BREAK

10:50 to Noon REPETITIVE AND PROGRESSIVE CLAIM PREVENTION TECHNIQUES, “Know what items are costing you the most money these days and discover reasonable means to reduce these costs.” Pro-gres-sive - Favoring or advocating progress, change, improvement, or reform, as opposed to wishing to maintain things as they are, esp. Moderator: Al Thompson, LITCO Panel: Don Fuess – SIRVA Troy Handrick – Graebel Van Lines Chris Hughes – Movers Specialty Service Rick Phillips – Atlas World Group Milton Procter – Unigroup Kent Weathersby – Weathersby Guild

Noon to 1:00 LUNCH: Full lunch included (New Member mentoring)

1:00 to 2:20 UTILIzING TECHNOLOGY TO OBTAIN COMPREHENSIVE PHOTOGRAPHS FOR ADJUSTER/AGENT/APPRAISER REVIEW. Moderator: Jake Fish, Douglas Tomsky & Associates

C P P C

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CPPC 2009 FALL CONVENTION SCHEDULE CONTINUED

2:20 to 3:00 BREAK

3:00 to 5:00 BREAKOUTS: MILITARY PANEL FOR AGENTS, ADJUSTER/CLAIM REPS, MANAGERS Moderator: Dori Bledsoe, Covan World-Wide Moving Panel: Guest Military Branch Representatives Patricia A. Leonard: Deputy Assistant Judge Advocate General J. Christopher Malley: Deputy to the Chief, AFCSC J. D. Reese: Chief, Operations Division, AFCSC Steven R. Kelly: Chief, Personnel Claims Branch, U.S. Army Claims Service

MILITARY PANEL FOR REPAIR FIRMS “Give Them What They Want” (How to handle assigned military claims effectively.) Moderator: Major General Craig Rasmussen (Ret.) & Tamela Cundiff of Armstrong Eagle Worldwide PANEL: Lynne Singer, Furntiure Medic - CO

5:00 ADJOURNED FOR THE DAY

7:00 to 10:00 Enjoy Nashville on your own or by par-taking in an optional outing to the “Wild Horse Saloon”.

Tuesday, October 6

8:00 to 9:00 FULL BREAKFAST

9:00 to 9:45 WHAT IS A CLAIMS ADJUSTER/CLAIMS REP LOOKING FOR IN AN INSPECTION REPORT? Moderator: Janet Hogeland, Baker International Insurance Panel: Lisa Granberry - Albert Moving & Storage Randa Mefford - Planes Companies Debi Williams - Unirisc9:45 to 10:00 BREAK10:00 to 10:45 Cash Outs vs Repairs and What About Salvage? Moderator: Gene Shontere - Shontere Restoration Panel: Nacona Clowest - All American Moving Group

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10:50 to 11:25 TEST YOUR CUSTOMER SERVICE KNOWLEDGE AND SKILLS (October 5th-9th is National Customer Service Week…) Moderator: Debbie Morales - Metro Claims & Relocation Panel: Tammy Cundiff - Armstrong Eagle Worldwide KimmieLoeffler-ArmstorngRelocation Bill See - See Restoration Unltd., Inc.

11:25 to Noon “CPPC TOWN MEETING”

12:30 to 2:30 POST BOARD MEETING (Open to the Membership)

.

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E-mail: [email protected]



P.O. BOX 14714 • PORTLAND, OR 97293P.O. BOX 14714 • PORTLAND, OR 97293




P.O. BOX 3684 • TUALATIN, OH 97062

Phone: (503) 699-2147 • FAX (503) 699-2148


P.O. BOX 3684 • TUALATIN, OR 97062

Phone: (503) 699-2147 • FAX (503) 699-2148

C P P C

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REGISTRATION FORM(On-line registration and payment is available through a link at the CPPC website, www.claimsnet.org )

SECTION A … Attendees1.____________________________________________________

2.____________________________________________________

3.____________________________________________________

4.____________________________________________________

Company: ____________________________________________

Address: _____________________________________________

______________________________________________________

VanLineaffiliationifamovingagent:

______________________________________________________Note: some firms prefer showing a metro area on the name badge. If YOU prefer a specific listing, please list here:

______________________________________________________

______________________________________________________

Email: ________________________________________________

Tel: __________________________________________________

Fax: __________________________________________________

Workshop Registration Costs … depend upon WHEN your registration PAYMENT is received:

Attendees before 9-1 after 9-1 doorFirst person $189 $199 $209Second person $189 $199 $209Any additional $100 $110 $120

SECTION B…GuestsTickets for Sunday Evening’s Reception, for non-registered guests are available for $25. Please provide the names and payment for any such requests:

1.____________________________________________________

2.____________________________________________________

Note: Any and all refunds are at the discretion of the CPPC office, due to schedule times and contractual obligations.Questions? Contact Alan Jobe at the CPPC Office.

2009 CPPC ConventionNashville, Tennessee

October 4, 5 & 6, 2009

Claims Prevention and Procedure Council, Inc.P.O. Box 1117 Newburgh, IN 47629Ph: 866-276-5656 Fax: 812-858-0599

Email: [email protected] Web: www.claimsnet.org

SECTION C … Sponsorship & Donation levels:The CPPC continues striving to provide the services needed to inform and educate the transit claims industry at a fair price for all involved; while providing an opportunity for our members to network as well. Making these events affordable is made possible by donations and sponsorships to these events. All donors are appropriately identified throughout our event. Together we will make a difference.

Platinum Level - $250.00Gold Level - $150.00Silver Level - $100.00Bronze Level - $50.00

Donation/Sponsorship Amount: ____________

SECTION D … Experience Nashville’s famed “Wildhorse Saloon” with Country Music and Nashville

Food Favorites!Monday October 5th 7- 10PM

$40.00 pp (tax & gratuity included)Cash bar available.

Experience the Nashville Scene with a buffet dinner and entertainment at the “Wildhorse Saloon”, a Nashville iconic establishment where known entertainers have made early stage debuts, a short five minute walk from the hotel. Your ticket will get you in the door with designated seating, din-ner and non-alcoholic drinks, tax and gratuity while enjoy-ing the night’s entertainment“This event is not part of your Convention registration, but is set to give those attending another means of socializing with those in attendance. “

TOTALS:

Section A $______________

Section B $______________

Section C $______________

Section D $______________

Grand Total: $ _____________

If paying by Visa or Master Card:

Card #______________________________________________

Exp. Date: __________________ Security Code: ___________

Signature: ___________________________________________

If you are not a CPPC member, we will be pleased to provide you with a one year membership with your registration. Please initial here: __________

september, 2009her presentation will provide an opportune time ... (mvg/stg agent) armstrong eagle...

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