MWR
Q. What is the current status for the driving range?
A. We are working on getting a new tractor to mow the grass, it grows much quicker than we can get out there. We need new golf balls, and the machine is glitching at the moment, so we are working on getting a new machine. The awning is up and that helps the sun, it’s a bit of a work in progress. But we’re aware of what needs to happen to get it back up and running and are working to do just that.
 
Q. I’ve been a resident of Sumay Cove for 22 years, recently I heard a remark that concerned me is that civilians would no longer be authorized to live aboard their boats at Sumay Cove Marina, and I would just like to know if there’s any truth to that?
 
A. The current policy in place is that no one other than active duty should be a live-aboard at the marina. I am aware there are non-active duty live-aboards currently at the marina.  Marina standard operating procedures are currently under review for update and to ensure compliance with CNIC policies.  Once that review is complete, we will notify those at the marina concerning the updated policies and any potential decisions.  We will not take action to put anyone out without ample notice.
 
There is a new marina manager. She is very capable and comes with a wealth of experience.  She is leading the review and enforcing marina standard operating procedures.  We also have some officials from CNIC visiting to gain a better understanding of the vision and needs of the marina and the things we want to get after.
 
Q. Will there be an opportunity for someone such as I (a Sumay Marina resident) to provide input from our experience there? Potentially discussions about how DoD civilians may have options to live onboard the installation?
A. I am absolutely receptive and accepting of input. Yes, I want you to have a voice.
 
Q. Update on Community Garden?
A. We have just started up. The gardens will be 2 by 6 feet, and made of wood. We’ve been working with housing, environmental, the CO, the triad, Public Works, NAVFAC to make sure we’re going about this in the right way. MWR will be the host of it, Outdoor Rec will be the POCs and they’ll be the ones you contact to fill out applications. We’re going to start at possibly Lockwood, Apra View and North Tip, just to have specific areas to have the gardens. Once we get everything in place, we’ll be able to send out the interest survey and we’ll explain how the boxes and seed exchanges work. The Community Center will have educational classes and there will be specifics on what you can and cannot plant because we don’t want to do anything invasive in Guam and create a problem. But there are many things that we can plant. We are working on the space request through NAVFAC so there’s no interference with future building plans.
 
Q. It was really difficult to get my son swimming lessons, and now with the pool being closed for upgrades for six months, does MWR have an alternative? The ocean?
A. It’s really important that these upgrades are conducted, because to your point – for a while the pool at NBG was really the only functioning swimming pool on the island for some time. There’s a lot of interest from off the base to use it as well.
 
I would love to be able to say we’d continue lessons at the Gab Gab pool, but it really just depends on the tides and the water and it is still deep there so it’s not conducive for those who are beginner swimmers. I wish we had a better plan for this, but at this time we don’t have an alternate plan.
 
Q. Can MWR offer free family events?
A. They do not charge now. Moving forward events like the dive-in movie will be free. When MWR does charge, they do charge to cover the cost of certain things. This is just the cost of doing business. MWR will complete review for everything they are currently charging for.
 
Q. Is there any child care that can be provided (at the gym) for children under 9?
A: Free child care will not be provided. There are specific facility and staffing requirements, under CYP programs, and there is no funding to fulfill those requirements. While child care is not provided at the fitness center, both CDCs and SAC do provide hourly care in program from 0600-1800 (for SAC it depends on school schedule at McCool).  The cost is $8/hour, and can be reserved up to 30 days in advance or they can call daily to see if a spot has opened if the online signup is full.  They must come in to complete an hourly care registration to be set up with the hourly portal.
 
HOUSING
Q. Can we do the HEAT, early application?
A. Yes we can receive HEAT applications. However, housing priority is still based on the control date.
 
Q. Can families who are PCSing, put the HEAT in 6 months ahead of time?
A. We started trialing a door-to-door service assignment policy, as long as we have inventory in housing and availability. We’ve worked this out with the USS Minnesota.  In this case his sponsor has been able to assist with doing all of the loaner furniture paperwork, his sponsor picks up the keys for the family, and then straight to the house. That’s the current plan in place moving forward.
 
Q. I heard that GPDB’s contract is up in December, is that true? Will things be addressed by the contractor?
A. Yes, and then it will get extended for six months. For the second question, use of the four-step process is important, to ensure the right visibility and right traction on maintenance issues that arise.  We’re working several things, and the Housing Manager has adjusted policies.  Specifically, there is a daily tracking sheet for the housing area managers that was implemented. Housing Area Managers are now tracking daily service calls and are holding weekly quality control meetings with the contractor to address maintenance issues. The managers have been briefed to ensure that customers are provided with updates on the status of their maintenance requests, no matter how minor the issue may be. This should help improve communication and ensure that maintenance requests are addressed in a timely and efficient manner.
 
EMERGENCY is defined as any facility deficiency that immediately compromises
the mission or life, health and safety. Always includes, but is not limited
to, failure of any utility, fire protection, environmental control, or
security alarm systems. Contractor requires to response within an hour
receiving the calls. Place a mitigation within 24 hours, if unable to
correct deficiency.
 
URGENT is defined as any deficiency that does not immediately endanger
personnel or property, but extended delays of repairs could result in damage
to Government property, or soon affect the security, health, or well-being
of personnel or the continued operation of a service or system.
 
Urgent Service Orders are for work that requires the correction of a
condition which could become an emergency, could seriously affect morale or
has command emphasis. Some common urgent type service orders are as follows:
(1) Hot water outage to a housing unit
(2) Appliance failure
(3) Air conditioning outage
(4) Commode if other commodes is functioning
 
The Contractor shall be in the job site and working within four (4) hours
after receipt of an urgent service order received between the hours of 7:00
am to 6:59 pm. Orders received between 7:00 pm and midnight shall be
responded to before noon of the next calendar day. Orders received between
midnight and 7:00 am shall be responded to by noon of the same calendar day.
The Contractor shall be available to perform urgent service orders seven
days a week throughout the contract period.
 
ROUTINE is defined as any work requirement that does not qualify as
emergency or urgent.
This category covers required work which, if not accomplished, would cause
an inconvenience or unsightly condition. Work in this category will normally
be accomplished on a first-come, first-served basis during the
Government's regular working hours. The Contractor shall perform routine
service orders to repair damaged facilities, ground structures, FF&E, and
systems to normal working condition.
 
Respond on-site as follows of receipt of notification: FH - 3 working days /
UH - 24 hours.
 
Q: Can GPDB install Starlink?
A:  A. If maintenance is required and drilling is necessary, tenants must submit a resident request form prior to any drilling taking place. Drilling holes for cable installation is currently the only approved and funded process by CNIC (01 November 2024). Residents can contact the 24-Hour Maintenance Service Desk at 671-649-9572. Grommets will be installed at each end. If the tenant moves in without Starlink, the grommets could be covered with caps. Grommets will only be installed through a wall.  Brackets for the STARLINK is currently NOT approved at this time.
 
FFSC/IPI
Q. A lot of people don’t know how to navigate looking for jobs. Can we post applications somewhere public so that people can be tracking for who is hiring? Or have them posted at the individual locations, like DECA, NEX?
A. FFSC offers classes on how to apply for federal jobs. We also have the jobs posted, from various organizations. Please come in to FFSC and we’re happy to help you.
 
FFSC will be holding a “Federal Resume” Workshop on Dec. 3 from 9-11 a.m. at Bldg. 106. Registration is required by 4 p.m., Dec. 2. Call (671) 333-2056 to reserve your spot.
 
PWD
Q. What is going on with the field hospital rotting out in an old parking lot?
A. JRM (owner of the material) is actively planning for the removal of all of the equipment by the end of the year.  As a reminder, there are active training areas there, and even though the area is not fenced, children should not be wandering back there.
 
Q. The roadway by the dog park floods every time it rains, can we work on the drainage there?
A. . Within 30 days, the team will be investigating how to improve drainage in the low spot on the roadway heading to North Tipalao. We will then determine the best course of action depending on the complexity of the improvement work.
 
Q. Is GTA around the base for phone for phone service that was completed?
Q: IS GTA AROUND THE BASE FOR PHONE SERVICE WAS THAT COMPLETED? A:  All local service providers were invited to provide sufficient coverage on the installation. So far, GTA and ITE have completed their actions and installations. Docomo remains in progress.
 
Q: Are the street lights going to be repaired, when is the time?
A:  We are currently low on funding due to the continuing resolution. Once additional facility sustainment money is available, we will prioritize repairing the remaining non-functional streetlights in housing areas. The latest streetlight status report is attached for reference.



SECURITY
Q. Will the back gate be open 24/7 with the upcoming nine month traffic control plan along Marine Corps Drive?
A. Not at this time. We will continue to monitor traffic data/usage and manning of the back gate will continue under normal hours and operations unless deemed necessary.
 
Q. Will there be permission to drive golf carts on base at any point?
A. This did come up during the last town hall and we did discuss it. The answer is no because there are traffic congestion concerns and safety rules and regulations that would be difficult if not impossible to manage.
 
MEDICAL
Q. I know there’s a nursing and staffing shortage at the hospital. I’m aware that some staff hasn’t been able to take leave; an Emergency Department shortage; I know there’s only four pediatricians at the hospital; I know there’s been complaints about families not being able to get appointments – with the military build-up coming, what’s the plan for families and will families be able to receive adequate services, as medical professionals are experiencing burn out at the same time?
A.  We've had tons of staff show up in the past few months and our appointment availability has improved. We are constantly working on everything we can do to improve our staffing, and we have plans in place to grow medical services all the way up to 2038.
 
Q. What about before 2038, in the immediate future in terms of beefing up the branch medical clinic and bringing onboard more medical professionals before 2038?
A. We are working on improving our staffing every day.
 
Q. I’m looking for an update on the audiologist?
A.  Our new audiologist checked in last week
 
Q. Today, I tried to make an urgent care appointment for my son because he came down with a fever. I called the appointment line, I asked if there were appointments for later in the day, I asked if there were appointments tomorrow, or the rest of the week and they kept telling me “no, no, no” – so with that is there some sort of trick or is there some sort of key word we should use?
A. There was an exercise this afternoon, so I can understand why they would have told you no today – as we were conducting a mass casualty drill. However, I am surprised that there no appointments available for you in the coming days. Please provide me your email address, I can give you my card, and we can help you with this. I’d like to help you address this as soon as possible, because there should be appointments available. I’m sorry that you had to experience this.
 
Q. I witnessed a patient who looked like he was pretty distraught and in need of care at the branch clinic. He tried to make an appointment at the front desk of the clinic, and they told him that he couldn’t do that. So he went aside, and the workers there were talking about him loudly and badly, so loudly that you could hear it from the patient waiting and seating area. So the patient comes to the front desk and asks them for their name, and asks them for an ICE comment card, and they told him well you can do it online. He was older, so he asked for a paper form and filled it out and he stuck it in the ICE box that was there and after he walked away I witnessed with my own eyes, them going into the ICE box, pulling it out, and the man at the front desk trashed it. I spoke to someone about it, someone who was in charge took my information, but I never got any follow-up. I still have not heard anything since the last time and the last town hall. Witnessing that, was not right. The employee is still there, he’s still abrupt, and kind of rude.
A. I’m sorry you had to witness that and we will certainly look into it. I have your information, and you have mine and I will get back to you if you e-mail me.
 
Q. I witnessed something similar, where I witnessed a service member who asked for an acute sick call appointment. But he was told by the staff, that he would have to call and he could not make appointments at the desk. I overheard this and that’s when I interjected and told them the last time I was here, I spoke with my Dr. Lopez/PA Lopez and he was pretty surprised that they weren’t taking appointments and said he was supposed to be taking appointments up front. As of this past Friday, they were not taking appointments up front. The DS Login system, me and countless others sometimes get a stuck online so we can’t make appointments online. He event old them his command told him to come there.
A. We will make sure that the front desk can book appointments, when needed.
 
Q. Availability of appointments for behavioral health, there was a nine week wait time, another appointment for my other child was a six week wait time. The appointments only seem to be available during school hours and the trouble here, is when you have a child who requires behavioral health visits on a regular basis, every two weeks, to pull them out of school, drive the hospital, fill out all the intake paper work each visit, drive back to the school – that’s half a school day every two weeks. It’s too much time for kids to be out of the classroom. I’d like to put that on the radar, to see what we can do to improve the quality of our kids.
A. We have regular discussions on this matter to include the use of telehealth. I have also raised questions about why patients are required to fill out so much intake paperwork.
 
Q. I’ve been stationed at previous places where the hospital and clinics were able to conduct the rapid tests – rapid ear infection tests, Strep, quick views. Last time I spent 7 hours in the ER, all day where they took the Strep test at triage, but we were still there waiting for seven hours for someone to give us the results. Could they just send us home and call us with the results, it could mean we don’t have to wait 7 hours in the ER.
A.  I leave the decision to whether a patient can go home or must stick around until the results come back to the individual provider-patient relationship. It is ultimately up to you and your provider. We are trying to improve point-of-care testing that is available in the ER.
 
CHAPEL
Q. Research shows that 1 in 5 military families experiences, food insecurity is there an opportunity to maybe start a food bank on the base, like Andersen does?
A. We have traditionally been partners with Feds Feed Families, and we establish a collection point for material, and disseminating that through the Feds Feed Families program. The chapel community, both the Catholic and Protestant communities, out of their offering funds have historically done their Turkey Drive for Thanksgiving; Hams at Christmas; Lambs at Easter – those are really at the discretion of the particular communities. The Turkey Giveaway is coordinated with the Senior Enlisted Leaders at respective commands and different commands, and we are divvying up turkeys for the Sailors at the commands that will best benefit. A number of years ago, we tried doing a first come first serve kind of thing. There were strengths and weaknesses to that. One of the weaknesses and it was 10 o’clock on a Wednesday and not a lot of people could come out at 10 o’clock on a Wednesday, so we are trying to target that more directly. That comes specifically from our collection funds. We’ve got half of our recipients identified, if you feel like you’d like to be a recipient this year – please reach out to your SEL. Or contact us at the Chapel.
 
As far as the Food Bank idea it’s not something that’s been discussed, but since you’ve brought it up we’ll have to put our heads together to figure out what we can do.
 
NEX/PWO
Q. When will the NEX at Apra View close?
A. The mini-mart will be open over the holiday period and will close down on Jan. 5. Once it’s closed, the NEX will have to do inventory, remove stock and turn it over for construction. After construction, NEX will have to restock. Overall, expect the mini-mart to be closed for 12 months. 
 
The following are questions and answers from the Naval Base Guam Town Hall held on Nov. 6. These questions were compiled prior to the town hall and were answered by Installation Program Directors and Subject Matter Experts.

COMMUNITY SUBMITTED
 
TRIAD/IPI
 
Communication and Planning
Q. Is there a meeting for all base entities to communicate on base functions? Of course we cannot prevent all events from being overlapped but it seems the communication across base entities could be improved. A meeting between NBG, JRM, USO, FFSC, MWR, CYP, DODEA, NMCRS, and others to come together to project future marketing/events/programs, support each other, and be aware for scheduling purposes.  A master calendar? Anything to help improve the communication and collaboration to better support the community.
A. We are working on managing a master calendar to share with the public to ensure we are synchronized across the installation. It will comprise of events coordinated by NBG’s key departments and agencies including MWR, NEX, and FFSC.
 
EMERGENCY MANAGEMENT
 
Pets at Emergency Shelters
Q. Will there be arrangements for emergency shelters for people with pets? (Suggestion to keep stock some muzzles if it’s a safety concern). Florida is opening shelters for the hurricane and allowing pets- so it got me thinking about here.
A. NBG only recognizes service animals as allowed in the shelters. Service animals are defined as dogs (or miniature horses), that are individually trained to do work or perform tasks for people with disabilities. Examples of such work or tasks include guiding people who are blind, alerting people who are deaf, pulling a wheelchair, alerting and protecting a person who is having a seizure, reminding a person with mental illness to take prescribed medications, calming a person with Post Traumatic Stress Disorder (PTSD) during an anxiety attack, or performing other duties. Service animals are working animals, not pets. The work or task a dog has been trained to provide must be directly related to the person’s disability. Dogs whose sole function is to provide comfort or emotional support do not qualify as service animals under the Americans with Disabilities Act (ADA).
Pets are the owner’s responsibility. NBG does not have the resources to care for pets during a disaster. Pet owners should make plans to kennel any pets at an off-base clinic/kennel service or make arrangements to house them with a friend if they are unable to shelter the animal during a disaster. 
 
OROTE COMMISSARY
Q. Is the commissary going to have food for active duty military when we need
it? When me or my wife tries to buy something at the commissary, it's sometimes
(more often than I can count) not available, waiting to be restocked, or nearly expired. Roughly half the time, I have to shop for normal groceries off base (at significantly higher cost) because the things that should be available on base are not. If you need a specific list I'm happy to provide one, though I suspect it's the same things everyone else mentions when they talk about the commissary (fresh produce, dairy products, etc.).
A. The Commissary is restocked daily. The Commissary has employees stocking around the clock to ensure patrons are able to purchase the products desired. Being in an overseas location at times there are challenges beyond the control of the Commissary which may include shipping delays and manufacturer shortages. The Commissary places orders daily for fulfillment. Produce products that are not received in acceptable quality are rejected to the supplier.
 
The Commissary has remained 90% in stock or better since mid-July through present.  A few sections have had not in stock items but is corrected upon the next delivery cycle.
 
PUBLIC WORKS
 
Power Outages
Q. Why is housing losing power every week? Is there a plan to reduce/eliminate power outages on base? What's being done to fix base power? (** Similar question submitted multiple times)
A. We recognize that housing has experienced an increase in both scheduled and unscheduled power outages.  Scheduled outages are needed to support construction and maintenance actions throughout the installation.  Unscheduled outages have been occurring for several reasons. The longest recent outage was caused by termites in an underground manhole. Brown tree snakes (both climbing poles and in transformers) have caused other outages. Some outages have been caused by equipment failure during routine switching operations, and some outages have been caused by GPA. Our priority is to provide reliable and safe power but we have an old power system operating in a very challenging environment.
 
Most of the operational facilities have back up generation, but that doesn’t help housing.  We are working on several power related projects throughout the base, everything from repairs to our on-base power plant, replacement of transformers throughout the system, as well as moving power lines underground in order to provide better power resiliency. These projects should help make our distribution system more reliable.
 
Q. The power outages in North Tip and on base are extremely problematic. Whether the issue is brown tree snakes getting into the lines/suppliers, or something else entirely, what is being done to solve this issue? The brown tree snake (and them interfering in the power lines and suppliers) is said to have caused the last few power outages, so is there a plan to enhance the snake traps on base or an alternate plan to stop this issue?
A. Brown tree snakes continue to be a significant problem for the power distribution system. In fact, scientists discovered the unique way that brown tree snakes climb power poles as recently as 2021. Every time we get a brown tree snake related outage we review our snake mitigation strategies. What has been the most effective strategy has been to remove the snake habitat through grounds maintenance. However, the base is too large and is home to too many other species to completely remove the jungle. In addition to regular grounds keeping, both traps and toxicants are used to control brown tree snake population. If an outage reveals a gap in our brown tree snake strategy we take steps to improve our response. 
 
 
Base Beautification
Q. Can we get some of the common grounds cleaned up? Like tree stump removal in housing areas, the path way recut at old wives or even an actual path out to old wives, repaved for Dadi beach as that's a danger to drive on that path, and south tip cleaned up? I know this is a big ask, but seeing what 36th did with his base, makes this base look so much worse.
A. Dadi Beach was closed for several years due to infestation with little fire ants (an invasive species). During that time and due to storms, the road has degraded. We are working on improving the road. The path to Old Wives beach is overgrown.  We are working through the environmental process to see what is in the realm of the possible to cut the path and improve it. 
 
Right now we are in a continuing resolution and close to the end of the current grounds maintenance contract. The new grounds maintenance contract takes effect on 1 December, and there should be no delays or interruption of service to these services.
 
Q. Are there plans to clean up the old field hospital supplies that are sort of between Lockwood and Gab Gab? I'm not sure how to describe the area, I think there's an old helipad and a shooting range back there and some other old building with a caved in roof. I know people (and kids) go exploring back there and it seems kinda dangerous.
A. JRM (owner of the material) is actively planning for the removal of all of the equipment by the end of the year.  As a reminder, there are active training areas there, and even though the area is not fenced, children should not be wandering back there.
 
Q. Is there plans to do anything with the abandoned housing in Bayview? It seems like it would be a great mosquito breeding ground on top of being an eye sore.
A. Yes. The military population on Guam is only increasing.  Bayview is an important area and is a key component in the Housing Master Plan which is under development.  Right now we are working through how to use/maintain the area in the near term until the actual housing development begins. Any significant grounds maintenance will have to wait until after the continuing resolution ends and a new grounds contract is in place. 
 
PUBLIC WORKS/MWR/HOUSING
 
Playgrounds
Q. I'm interested in hearing an update on the neighborhood playgrounds. Any updates on playground completion are appreciated! (** Similar question submitted multiple times)
A. In December 2023, NBG Public Works/NAVFAC in coordination with CNIC started the first phase of construction on three playgrounds: Playground #5 in Harborview, Playground #2 in North Tipalao, and Playground #8 in Lockwood Terrace. All three playgrounds are estimated for completion on Nov. 30, 2024.
•         Playground #5 in Harborview received its pour in place rubber (one of the final steps). I expect the playground itself to be available once the rubber cures and the project is turned over.
•         Playgrounds #2 (North Tip) and #8 (Lockwood) are undergoing lighting and equipment installation.
An additional seven playgrounds were undertaken for restoration under Family Housing contractor GPDB: Playground #14 - Inlet at Harborview, Playground #1 - Valencia at North Tipalao, Playground #3 - Monterey at North Tipalao, Playground #6 – Dolphin at Harborview, Playground #11 – Jetty at Harborview, and Playgrounds #1 and #4 at Lockwood Terrace. Five out of seven of these playgrounds are expected to be completed by early December 2024
 
Q. Who is responsible for the bathroom at the playground in harbor view? There’s human and rodent feces all over the bathroom. No running water.
A. The respective Housing Area Manager has visited the restroom facility, roped it off, and a work request was generated. The respective Housing Area Manager is leading the effort to complete this task, and a bulletin was sent to Housing residents to inform them about the situation.
 
Community Garden
Q. Can we have a community garden?
A.  We have just started up. The gardens will be 2 by 6 feet, and made of wood. We’ve been working with housing, environmental, the CO, the triad, Public Works, NAVFAC to make sure we’re going about this in the right way. MWR will be the host of it, Outdoor Rec will be the POCs and they’ll be the ones you contact to fill out applications. We’re going to start at possibly Lockwood, Apra View and North Tip, just to have specific areas to have the gardens. Once we get everything in place, we’ll be able to send out the interest survey and we’ll explain how the boxes and seed exchanges work. The Community Center will have educational classes and there will be specifics on what you can and cannot plant because we don’t want to do anything invasive in Guam and create a problem. But there are many things that we can plant. We are working on the space request through NAVFAC so there’s no interference with future building plans.
 
SECURITY
 
Shelter in Place in September
Q. What lessons were learned from the recent security incident at NBG and what actions are being taken at the base level to improve our security posture and increase the safety of our entire NBG community?
A. Our Navy Security Forces (NSF) proved their capabilities as two unique and challenging events were occurring concurrently. NSF evacuated just over 25 structures, including homes and barracks, directing several hundred personnel to three different staging areas while simultaneously managing two incident command posts. After evacuated, each affected structure was cleared by EOD and Military Working Dogs before declaring safe. Updates were provided from the scene to the emergency operations center, and ultimately forwarded through the ATHOC system and NBG Facebook page. With any event, there are lessons learned that will allow us to improve our performance and support us in our decision making in the future. Safety and security of the installation is the Commanding Officer’s number one priority. We take all threats seriously and continuously train all of our first responders to complex scenarios. We identify areas of improvement from every response and debrief all first responders for future responses. We also use identified lessons learned to adjust written policies and procedures.
 
NAVAL HOSPITAL
 
Audiology
Q. Audiology at the Naval Hospital- Is there an update on when an audiologist will arrive? This continues to be quite a burden on me personally. I fought back and forth with the Naval Hospital, Primary Care, and Tricare since May to get an appointment and referral out in town when I was unable to be seen at Naval Hospital due to the gapped position. By the end of June, I was able to get a referral from my primary care and Tricare put in the request to be seen at Guam Hearing Doctor. Hearing aids were received quickly and I was very thankful. However, we recently received a bill for over $4,000 that we are expected to pay out of pocket for the new hearing aids. Last time I received hearing aids through the Naval Hospital I did not have to pay any amount of the bill. I now have to go through an appeal process with Tricare to fight for coverage of appliances that would have otherwise been covered at the Naval Hospital. It was last mentioned to me that the audiologist was TAD to JRM and the position would be gapped
until October. Is that correct? Are there any updates on when an audiologist will arrive? When an audiologist does arrive, how can we guarantee they can service the hearing aids that were provided by the audiologist we were referred to out in town and that additional expenses will not be incurred. When I was trying to have my hearing aids from the Naval Hospital be serviced out in town during the gap, they were not able to maintenance those hearing aids which led me to have to get new hearing aids. I was eligible for new ones at the time anyways. This is big burden and stressor for those that need to utilize audiology, especially for those whose everyday lives are greatly affected with the lack of these services. These are services that I was guaranteed were here upon moving to the island.
A.  The new audiologist arrived last week.
 
HOUSING
 
Starlink
Q. It was discussed there might be a new policy on how to have it set up and having maintenance provide support with setting it up appropriately so that homes were not drilled into. Any updates?
A. If maintenance is required and drilling is necessary, tenants must submit a resident request form prior to any drilling taking place. Drilling holes for cable installation is currently the only approved and funded process by CNIC (01 November 2024). Residents can contact the 24-Hour Maintenance Service Desk at 671-649-9572. Grommets will be installed at each end. If the tenant moves in without Starlink, the grommets could be covered with caps. Grommets will only be installed through a wall. Brackets for the STARLINK is currently NOT approved at this time.
 
Housing Maintenance
Q. Housing Maintenance- Maintenance is not completing their jobs or
completing jobs in an efficient and timely manner. Housing managers and
director are being looped in but work is not being done. I understand there
is a process to follow and the command should be looped in. For larger
issues, I understand looping in the command. However, for smaller issues it
seems like a burden on the command to loop them in. For example, contacting
them regarding ceiling fans, sinks, toilets, etc. that are not urgent.
However, families have wait months and fight for communication for have
these small things maintained. How are working to fix the maintenance
contract and resolve these issues going forward? This is a major quality of
life issue in Navy Housing on Guam and it continues to not improve. Why is
housing not able to track these issues and follow up on these issues for
families?
A.  Housing Area Managers are now tracking daily service calls and are holding weekly meetings with contractors to address maintenance issues. The managers have been briefed to ensure that customers are provided with updates on the status of their maintenance requests, no matter how minor the issue may be. This will help to improve communication and ensure that maintenance requests are addressed in a timely and efficient manner.
 
EMERGENCY is defined as any facility deficiency that immediately compromises
the mission or life, health and safety. Always includes, but is not limited
to, failure of any utility, fire protection, environmental control, or
security alarm systems. Contractor requires to response within an hour
receiving the calls. Place a mitigation within 24 hours, if unable to
correct deficiency.
 
URGENT is defined as any deficiency that does not immediately endanger
personnel or property, but extended delays of repairs could result in damage
to Government property, or soon affect the security, health, or well-being
of personnel or the continued operation of a service or system.
 
Urgent Service Orders are for work that requires the correction of a
condition which could become an emergency, could seriously affect morale or
has command emphasis. Some common urgent type service orders are as follows:
(1) Hot water outage to a housing unit
(2) Appliance failure
(3) Air conditioning outage
(4) Commode if other commodes is functioning
 
The Contractor shall be in the job site and working within four (4) hours
after receipt of an urgent service order received between the hours of 7:00
am to 6:59 pm. Orders received between 7:00 pm and midnight shall be
responded to before noon of the next calendar day. Orders received between
midnight and 7:00 am shall be responded to by noon of the same calendar day.
The Contractor shall be available to perform urgent service orders seven
days a week throughout the contract period.
 
ROUTINE is defined as any work requirement that does not qualify as
emergency or urgent.
This category covers required work which, if not accomplished, would cause
an inconvenience or unsightly condition. Work in this category will normally
be accomplished on a first-come, first-served basis during the
Government's regular working hours. The Contractor shall perform routine
service orders to repair damaged facilities, ground structures, FF&E, and
systems to normal working condition.
 
Respond on-site as follows of receipt of notification: FH - 3 working days /
UH - 24 hours.
 
Q. Maintenance requests seem to go unresolved when it comes to fixing simple items such as door knobs sticking, screen door hydraulic systems failing, light bulbs needing to be changed etc. When technicians are responding it takes weeks and then they respond without any proper equipment to fix it. Then apparently the 30 day wait period starts again. This is happening in housing as well as at the marina. Why do plumbing and electrical issues require a higher authority to approve only prolonging the wait times. Why do we not have contractors that can take care of these issues in a timely manner?
A. Housing Area Managers are now tracking daily service calls and are holding weekly meetings with contractors to address maintenance issues. The managers have been briefed to ensure that customers are provided with updates on the status of their maintenance requests, no matter how minor the issue may be. This will help to improve communication and ensure that maintenance requests are addressed in a timely and efficient manner.
 
EMERGENCY is defined as any facility deficiency that immediately compromises
the mission or life, health and safety. Always includes, but is not limited
to, failure of any utility, fire protection, environmental control, or
security alarm systems. Contractor requires to response within an hour
receiving the calls. Place a mitigation within 24 hours, if unable to
correct deficiency.
 
URGENT is defined as any deficiency that does not immediately endanger
personnel or property, but extended delays of repairs could result in damage
to Government property, or soon affect the security, health, or well-being
of personnel or the continued operation of a service or system.
 
Urgent Service Orders are for work that requires the correction of a
condition which could become an emergency, could seriously affect morale or
has command emphasis. Some common urgent type service orders are as follows:
(1) Hot water outage to a housing unit
(2) Appliance failure
(3) Air conditioning outage
(4) Commode if other commodes is functioning
 
The Contractor shall be in the job site and working within four (4) hours
after receipt of an urgent service order received between the hours of 7:00
am to 6:59 pm. Orders received between 7:00 pm and midnight shall be
responded to before noon of the next calendar day. Orders received between
midnight and 7:00 am shall be responded to by noon of the same calendar day.
The Contractor shall be available to perform urgent service orders seven
days a week throughout the contract period.
 
ROUTINE is defined as any work requirement that does not qualify as
emergency or urgent.
This category covers required work which, if not accomplished, would cause
an inconvenience or unsightly condition. Work in this category will normally
be accomplished on a first-come, first-served basis during the
Government's regular working hours. The Contractor shall perform routine
service orders to repair damaged facilities, ground structures, FF&E, and
systems to normal working condition.
 
Respond on-site as follows of receipt of notification: FH - 3 working days /
UH - 24 hours.
 
Housing Waitlist and Check-in
Q. Attending the housing brief, we were told that we will see two different housing options. When we were in contact with the housing office they stated we would see one house first and if we declined it we would be forced into the second option. Why are the houses not being shown at the same time to the families in order to make informed decisions? It seems like a scare tactic to move families along since there is no option to pick between the housing options at the same time. ADA housing (with counters set really low and no cabinets in bathrooms to accommodate wheelchairs should not be counted as an option for a non ADA family to look at.
A. Housing Office will provide a second housing option if there is availability based on the current inventory. However, it's important to note that even if there are vacant homes, making them ready for occupancy requires funding and resources. Unfortunately, there may be times when funding is not available or contractors do not have the capacity to prepare additional homes for occupancy. The Housing Office's goal is to have enough homes ready for occupancy to provide customers with additional housing options.
Q. There are a lot of houses that are vacant but when we checked in there was a long wait time for a house. Especially a 3 bedroom. Is there a lack of funding for contractors to get housing suitable to move in? This adds to the frustration of families not being able to see 2 houses at the same time. If this is not an option it should not be stated in the housing brief that it is.
A. Housing Office recognizes that there may be vacant homes available, but preparing them for occupancy requires funding and resources. Unfortunately, there may be times when funding is not available or contractors do not have the capacity to prepare additional homes for occupancy. The Housing Office's goal is to have enough homes ready for occupancy to provide customers with additional housing options. This will help to ensure that customers have a wider selection of housing options and improve overall customer satisfaction.
Q. There are rumors that there are a few more commands that will be attached to NBG. Are housing developments being "stored up" for those members that will become attached to NBG in the future?
A. Housing waiting list is based on the control date, which is the date of loss from the previous command, regardless of the branch of service. It's important to note that changes of homeport are calculated as a group and not as individual loss dates. This means that if multiple service members are transferring to a new duty station, they will be grouped together and assigned a control date based on the date of their collective loss from their previous command. This ensures that the waiting list is fair and equitable, and that service members are assigned housing based on their control date, bedroom categories and pay grade.
 
NEX
 
Food Court
Q. Raising Canes- Last update stated raising canes is expected to come
October 18th. When is Raising Canes opening at the NEX Food Court?
A.  Raising Canes was officially opened on Nov. 15.
 
Laundromat
Q. When is NEX going to replace the broken washers & dryers at the laundromat? More than half are broken. Sailors from the ships are subjected to moving clothing from one machine to another or waiting for extended times to use the few working dryers. It is also filthy.
A. Thank you for your comments. Parts to fix the washers and dryers were ordered and just recently received. Our tech will be working on installing the parts to the machines back up and running. We currently still have 57 machines operating at all times. We have 2 custodial crews working different shifts to keep the place clean and trash free.
 
MWR
 
Spanish Steps
Q. When will Spanish steps be open for families to use? Why can't younger well        trained kids hike on it with their parents when it is open? Can't they sign a waiver           at ODR despite the kids age?
A. SAFETY INPUT: As of 8 Mar 2024, NAVBASEGUAMINST 5092.1B allows those 13 and over to hike Spanish Steps. Installation Safety conducts an annual assessment and provides recommendations/changes, if any, to the ICO.  After Typhoon Mawar, no recommendations were made to reduce the age restriction or opening it to the general public. Annual assessments will be ongoing and MWR will publish any changes to NAVBASEGUAMINST 5092.1B if made. 
 
MWR INPUT: Spanish Steps is open on and off due to mission requirements. Spanish Steps is a unique hike, it does require more experience/maturity to hike it, but also some height.  Along the journey down the mountain there are ladders that require a stretch for some to reach.  We do understand not every youth is the same, but for absolute safety it is best if the youth is 13 years of age to participate in this hike. 
 
 
Charles King Fitness Center Swimming Pool
Q. Is it possible to close the pool for less than 6 months? I'm aware the pool needs significant work to keep it available for everyone to use. I realize it's not a hard requirement for the base to have a pool (but it is a significant improvement to quality of life). I understand we are surrounded by ocean and we have beaches everywhere but salt water is not kind to the human body, especially the skin and eyes. Given a choice, I will always choose fresh water over salt water and I'm significantly more likely to swim if we do have fresh water swimming available. For nothing more than my own personal interest, I'd love the pool to be open so I can continue to use it; I regularly use it, along with my kids, multiple times per week and love every minute of it.
A. The pool is an important facility, and we want to keep it in good condition.  The pool will close for about 6 months while we replace the chlorination system and re-surface the pool deck. We are currently working the schedule, trying to support Guam Aquatics Federation as well as the holiday periods. 
 
Marina
Q. What is the marina dock repair timeline?
A. Docks 1 – 11 on the 35 ft. slips are currently being repaired; this includes the cleats, rotten wood, rubber edging, bolts, rods and washers. The docks will also be leveled if they are tilted.  After the 11 docks are repaired there is another work order to repair the rest of the MWR docks 1-40 as needed.  This timeline is not confirmed, but will be happening during FY25. (this year)
 
Outdoor Rec
Q. When will ODR have a way to rent equipment from Gab Gab on the weekends?
A. Equipment is available for rent on the weekends through the Marina. Kayaks, Stand Up Paddle Boards, snorkel gear are all available. Outdoor Recreation is working on a project to implement a rental program at Gab Gab Beach pending NAVFAC approval. 
 
 
SAC
Q. My question is for the after-school care staff regarding a specific situation impacting the safety and well-being of children in the program. I withdrew my child from after-school care after multiple incidents involving a particular child who has displayed aggressive behavior, including throwing objects in the rooms and in the hallway, kicking doors, and physically harming other children. I understand from other parents with children still enrolled that this child is still part of the program.
 
During one incident, the children were evacuated outside in very high temperatures to avoid harm, which disrupted their activities and left them feeling as though they were being punished. I was originally drawn to the program because it emphasized a safe, bully-free environment, but based on these incidents, I am concerned about the policies in place to manage repeated disruptions and ensure child safety.
 
Could you clarify what specific steps are taken to address such behavior in real-time? Why aren't the parents of that child immediately contacted when these situations occur, and what is the threshold for reevaluating a child's enrollment if their behavior continues to put others at risk? Many parents are concerned about the ongoing safety of their children and would like reassurance that our concerns are being prioritized.
A. CNIC and CYP has a very detailed policy on supporting children with special needs and challenging behaviors. The SAC program/staff as well as CYP Leadership is following all the appropriate steps and guidelines for addressing these behaviors, to include working with the families, getting support from the training team, and reaching out to the pediatricians and behavioral health team at Naval Hospital. Due diligence must be done and all local resources must be exhausted prior to an installation being able to request for a suspension from CNIC, who is the only entity that can suspend or restrict care.
 
 
McCool ELEMENTARY/MIDDLE SCHOOL
 
Q. Is the playground at McCool school being worked on and if so, what is the
estimated timeframe for repairs?
A. The playground is open and only a small section of it (the pull bars) is
marked off. The playground will remain open until those bars are adjusted. Parents were informed via email on Oct. 28, per the school.
 
 
IPD SUBMITTED Q&A
 
BOLLER VTF
 
Q. When will Boller Veterinary Treatment Facility have more appointment availability?
A. Boller Veterinary Treatment Facility was closed from 1JAN24-15JUL24 for building renovations following Typhoon Mawar. Boller Veterinary Treatment Facility is now open and now provides veterinary appointments to the Guam military community including: writing and dispensing veterinary prescription medications, wellness/preventive veterinary medical appointments, diagnostic services for veterinary patients including lab work and x-rays/ultrasound, vaccinations, and health certificate appointments. Boller Veterinary Treatment Facility is anticipating availability for surgical and dental procedures this Fall/Winter.
 
Q. How do the new CDC Pet Import Requirements impact me and my pets?
A. Starting August 1, 2024, the CDC updated their pet import requirements for pet travel into the United States. These updated requirements are specific to dogs. There are no updated travel requirements for cats at this time. If you are traveling to another country and not the United States (nor traveling through the United States), for example, Guam to Japan (final destination), these updates to not affect your travel. Fortunately, travel from Guam to the continental United States counts as Inter-state travel and not international travel, therefore, the updated CDC guidance is not very different than what was previously required. If you are anticipating travel, contact Boller Veterinary Treatment Facility well in advance to help ensure that your pet meets the travel requirements.
 
Q. Who is eligible to be seen at Boller Veterinary Treatment Facility?
A. Only individuals with a valid U.S. Armed Forces Identification Card with authorized medical benefits are eligible for veterinary services at the Veterinary Treatment Facility. Beneficiaries must be enrolled in DEERS. Clients must fill out the Veterinary Treatment Facility registration form to register their pets for services. In accordance with AR 40-905, veterinary services will not be provided in support of any commercial operation raising animals (pets or livestock) for profit. This includes pet breeding and sale of the animal offspring.
 
FLEET AND FAMILY SUPPORT CENTER
 
Q. With the current FFSC clinical staff shortage, what other clinical resources are available for non-medical clinical support for individuals, couples and families?
A. MFLCs and FFSC Virtual. For virtual appointments, contact 1-855-205-6749 or visit www.ffsp.navy.mil. For MFLCs see below:

 
Q.  Are there employment resources for spouses?
A.  Yes, FFSC offers career classes as well as one on one assistance with resumes and interviewing skills. FFSC will be holding a “Federal Resume” Workshop on Dec. 3 from 9-11 a.m. at Bldg. 106. Registration is required by 4 p.m., Dec. 2. Call (671) 333-2056 to reserve your spot.
 
Q.  Does FFSC provide clinical support for children?
A.  Yes, we support all ages. 
 
MWR FITNESS
 
Q: What are the age restrictions to access the fitness center?
A: Based on current guidance patrons must be 15 years of age or older with a valid DOD ID to access the facility without a parent. Patrons must be 18 years of age or older to be considered a guardian for younger patrons. Patrons 14 years of age or younger will require certain level of supervision from a parent that is present in the building based on the area that they are trying to use. For example, 12-14 years of age can use the gymnasium UNSURPEVISED with a parent in the building but must be in the line of sight of the parent if they wish to use the cardiovascular area. NOTE: The pool
has different guidelines when it comes to age requirements.
 
Q: Can kids age 9 and younger be in the group fit room during group fit classes if they are sitting in the corner on iPad and not interrupting class?
A: Based on current guidance patrons aged 9 and younger are not allowed in the group fitness room. Parents are welcomed to use the family fitness room.
 
Q: When will unstaffed fitness access be implemented?
A: We are currently working on making sure that all of our equipment is in working order. We anticipate being able to begin user registration the week of November 17 and begin going unmanned the week of November 24th.
 
Q: What are the rules for reserving/usage of the fitness center? Group
classes and reservations are interrupting me workout hours?
A: The fitness center is here to cater to a variety of different patrons. Active-duty personnel are a priority when reserving spaces for command PT's, testing and group activities. Non-active-duty personnel have the availability to also reserve spaces, but MWR programs/events and DOD programs/events take priority. No one person or organization has a monopoly over spaces and equipment. If a room, you wish to use is occupied, we will do everything in our power within reason to help accommodate your needs.
 
MCCOOL SCHOOL
 
Q: When will the annex open for 7th and 8th graders? 
A: The annex will open for 7th and 8th graders on January 8th, 2025.  The 7th and 8th grade students will have a late return from holiday break and will return on
January 8th.
 
Q: When will parents visit the annex? 
A: Parents will have an open tour the second week of December after the Ribbon cutting.
 
Q. When will there be a ribbon cutting?
A: The ribbon cutting will be the second week of December (following confirmation of VIP's)
 
Q: When will DoDEA take possession of the annex?
A: DoDEA will take possession of the annex the first week of December.
 
Q: When will teachers move to the annex?
A: The teacher's curricular materials/classroom will be moved during the holiday break (December 19-January 03). The teachers will occupy annex on January 6th.
 
PWO
Q. Will the Apra View Mini-Mart be closing?
A. Yes, the Apra View Mini-Mart will be closing for renovations. The mini-mart will be open over the holiday period and will close down on Jan. 5 .Once it’s closed, the NEX will have to do inventory, remove stock and turn it over for construction. After construction, NEX will have to restock. Overall, expect the mini-mart to be closed for 12 months. 
 
Q. I see signs about closures on Marine Corps Drive.  What is happening there?
A.  We have an upcoming construction project, part of the improvements to X-ray wharf, which is right inside the main gate. These projects required digging and installing lines under Marine Corps drive. This is going to impact traffic in both directions for about 6 months.  We are currently working with agencies on base, as well as the construction contractors to try and mitigate impacts and keep slowdowns to a minimum.
 
Q.  Will the pool be closing?  Why?
A. Yes, the pool needs to close for some repair work.  Clearly the pool is an important facility, and we want to keep it in good condition.  The pool will close for about 6 months while we replace the chlorination system and re-surface the pool deck.  We are currently working the schedule, trying to support Guam Aquatics Federation as well as the holiday periods. 
 
Q. Why was my water Brown?
A.  Recent heavy weather caused significant surface run off into Fena Lake.  The increased manganese and iron in the water change the color.  Even though the water had a bad color, it was fully treated and safe to drink.  Once the water is in the system it may take some time to work its way out.  We increased flushing to try and get as much of the brown water out as possible.  By now all of the brown water should be out of the system.  If your water is still significantly discolored, please report it to public works and we will get it checked out.