ANDREWS AIR FORCE BASE, Md. –
As a person drives up to one of Andrews' entry gates, the process often times becomes routine.
There is the standard "Hi, how are you?" as the driver hands over his or her identification cards, a "Have a nice day," as the IDs are handed back.
However, there is one US Protect security officer who makes the process less monotonous and goes the extra mile to give Team Andrews' members service with a smile.
"Greeting the civilians and military members as they come onto the base and treating them as professionally as possible, while still being friendly and caring, that makes a difference in people's day," said Marc Heath, US Protect security officer. "I review their ID, make sure it's in good condition, that there are no problems, and make sure the ID matches the person who is driving the vehicle."
What makes a difference in Mr. Heath's unique approach is his personal interactions and familiarity with the people who work, live and play on Andrews.
"I would say that my approach is different in that, it's not like I'm standing there looking at IDs, handing them back and saying, "ok, next!" That's not the way I work. I break the ice with people and have a nice, pleasant and positive attitude."
On any given day, Mr. Heath can review 1,500 to as many as 3,000 IDs of people coming on base.
"On my second day, I kept track and I had 1,500 people come through my line. Generally, you might have 6,000 vehicles come through and you might have four people per vehicle. It makes for a busy day and I just do the best that I can."
"There is a counter that counts vehicles as they come on base," he said. "Usually, you might have 25,000 for the main gate and 20,000 for the Virginia Gate - and that's per day!"
"Every day is different and no day is the same," said the guard. "When the new main gate opened, that was a really interesting day. We had people going inbound that were in the outbound lanes and people going outbound that were in the inbound lanes. We opened up the main gate at midnight to make sure that things ran smoothly. That was probably my most memorable day yet."
Mr. Heath's approach is for purposes beyond just being friendly. "It's a safety thing. I know people. I know their families. A lot of people on this base appreciate how I take the time to get to know them, their names, and their families. I know the people that belong on this base."
That familiarity with the Team Andrews community has been a positive feature for those working and living on Andrews.
"In June, I got a certificate of appreciation for outstanding performance from Col. Jeffery Bateman, 316th Security Forces Squadron commander, and an Andrews coin. As a matter of fact, I have four Andrews coins now. I'm starting to collect them."
Mr. Heath's role as a US Protect security officer is for the protection and safety of the citizens on base, but his daily duties mean so much more than just working to him.
"It's a beautiful thing when you make a difference in people's daily lives, even if it's through just a smile, through checking their ID cards, and most importantly, keeping Andrews safe and secure."