www.skydivestlouisarea.com/USPACentralRegion

USPA Central Region

Safety and Training Advisor Information

Drop Zone Operator Information


The following information for Safety and Training Advisors and Drop Zone Operators in the USPA Central Region has been provided by USPA Central Regional Director Gary Peek since early 2009.

Safety and Training Advisors in the Central Region are expected to be familiar with this information and it can be easily "bookmarked" for reference.

Quick links to sections in this page:

Links to other pages:


News/Updates - Info for Safety and Training Advisors and drop zone operators

Update 6/24/14

A number of people have asked me, or been sent to me to ask about state skydiving records. The answers are simple, and that is that the USPA web site at www.uspa.org has complete information about records.

When USPA first started documenting state records, information was not as easy to find. The organizers of the first women's formation skydiving record in Missouri for size (2008, Missouri, 6-way, Marnie FULLER, Emilee BARNETT, Andrea WOSEL, Teri MOSLEY, Tera SMITH, Ashley KASSLER, performed at Freefall Express) were having problems getting accurate information and were about to exceed the time deadline for the documentation, so I personlly paid the record fee rather than risk losing it. (Y'all are paying for your own now!)

To get information about state records go to the drop-down menu USPA Members and then select Records and Awards. This information reference the Skydivers Competition Manual which can be downloaded at USPA Members:Downloads.

If a required judge for your particular record's discipline cannot be on-site for the record, you can arrange to have a judge view a video if the video is of sufficient quality to do this.

The expert in record matters is Jim Hayhurst at USPA headquarters. JHayhurst@uspa.org He can answer a lot more questions than I can.


Update 4/3/14

This check in has been delayed because of the USPA database work. Also, HQ has promised a new online membership lookup to be ready soon. They will be contacting us with logon information, hopefully soon.

I hope everyone's USPA Safety Day went well. At the USPA BOD meeting a few weeks ago the BOD made a significant change to the BSR's. The age of skydiving has been changed from 16 to 18 for solo skydivers. The manufactuers and PIA have been lobbying USPA hard for a while now, and it finally worked. By the way, 4 BOD members voted against this motion including myself. If you want to know more, feel free to call me. (Too much to type.)

Time to file Waivers? - See the information in my update 5/27/13 below.

Instructional Rating Renewal Seminars - Last year I solicited some of your semimar topics, and I received some good responses. A list of these is on the "USPA Central Region S&TA SpecificTopics" page, linked above.

Now that you have read the latest update (and reviewed all of the information below for changes) you can do your 2014 check-in. (Don't worry, there is not a test this year!): 2014 USPA Central Region Safety and Training Advisor Check In


Update 2/11/14

The "official" USPA Safety Day this year is March 8th, 2014. If having Safety Day on another day works best for your dropzone, then do that. The USPA web site has a page dedicated to Safety Day and has suggested topics for Safety Day.

The next USPA BOD meeting is February 28nd through March 2nd 2014 in Las Vegas. I will send my S&TA "check-in" emails some time after the meeting.

Standby for more information about waivers that S&TAs may waive, and about the newest BSR changes related to minimum opening altitudes for C an D license holders. These will be discussed at the BOD meeting and there may be changes or clarifications.

Reminder to keep USPA headquarters updated as to your contact info. I let them know when you have given me new contact info, but it is really up to you.


Update 7/10/13

Here are some things that I have heard about in the last couple weeks that are related to tandem jumping in high winds:

A tandem pair hit a vehicle, and they both got banged up enough to need to go to the hospital to get checked out, but were fortunately not badly hurt. (I don't know exactly why they landed so close to a vehicle.)

A boogie where it was windy almost the entire event, and most of the tandem jumps were done in high winds. Fortunately the only injury I heard of was to a tandem instructor's new tandem rig. (Dude, was it worth it?)

A tandem instructor died in Michigan when the tandem pair was blown out into a lake because of a storm front moving into the area. Fortunately he got his student unhooked, and the student could swim well enough to get to shore, but for some reason the instructor did not make it.

Folks, you are not going to "beat" the weather. It will kick your ass every time that you get complacent and jump when you should not be jumping. Sure, you can get away with it to some extent, but the people involved in the examples above thought they could too.

Please redouble your efforts to make safe(r) skydives by being conservative about the winds. I think we are just about at the point in this summer where the wind should be settling down in general. Until just recently, the winds have been very spring-like, high and gusty.


Update 6/3/13

Make sure USPA headquarters has your current contact info:

I just found out from a DZ that they had been removed from the list of Training Centers and did not realize it, because USPA HQ did not have an email address for the DZ that was appropriate for contacting the DZ about something like that.

It is up to everyone to make sure that USPA HQ has current and appropriate contact info for the DZ, the owner or president, and the Safety and Traning Advisors. In many cases it might be better to use the owner's personal email address than something generic, like info@yourdz.com.

One hint that will tell you whether HQ has your email address is if you are periodically receiving USPA Update and USP Professional emails, however, the email addresses that they send these emails to may be different from other email addresses that you give HQ. You need to manage your emails in order to receive the information you need.


Update 5/27/13

Article by Gary Peek and Mike Mullins on dropzone.com: Jumping Away from the Normal Dropzone


Update 2/5/2013

Time to file Waivers? - Waivers should to be filed yearly. There is information below (and a link to it above) if you need a reminder of how to file a waiver. It is a good idea to discuss waivers with staff at least once a year to determine if they are meeting the needs of your DZ. (How about at your first Instructional Rating Seminar of the year?)

In 2012 the BOD decided that waivers can be renewed at the time of Group Member renewal, which is now due by April 1st, by including information about the waivers on the GM renewal form. But if your DZ is not a Group Member this is not going to be possible, and this information would have to be transferred from the GM department to the S&T department at USPA headquarters. I don't know how well this will work so I suggest filing waivers as you have always done to insure they are noted.

The next USPA BOD meeting is March 22nd-24th 2013 in Daytona Beach, and in conjunction with the PIA Symposium. Usually I send my check-in emails after the meeting, but this year the BOD meeting is late in March.

The "official" USPA Safety Day this year is March 9th, 2013. If having Safety Day on another day works best for your dropzone, then do that. The USPA web site has a page dedicated to Safety Day and has suggested topics for Safety Day.

Instructional Rating Renewal Seminars - I continue to remind everyone that Instructional Rating Renewal Seminars are different from Safety Day recurrency activities. Here is the definition from the SIM: Rating renewal seminar - A meeting of USPA instructional rating holders to exchange information, introduce and discuss new ideas, and to develop, improve, or assure the quality of skydiving instruction. From what I recall, last year I received significant comments from only one Safety and Training Advisor (thank you Glenn Owsiany!) regarding this issue. I will say again: I am interested in hearing from all of you about what topics you have in your seminars. I can collect these topics and publish them here.

Are your instructional rating holders current? Are you sure? Are you sure they will be current thoughout the entire season? I continue to occasionally find instructional rating holders that are not current USPA members and therefore are not a current instructional rating holder. Just think of the liability that you and your DZ assume if there is an incident and it is found that the instructor is not current.

One of the imporatant things that Safety and Training Advisors (and Instructor Examiners) do is to verify and sign off on the renewals of instructional rating holders. Unless you are very familiar with the amount and type of instruction that someone does, I suggest checking their logbook thoroughly. When you sign off on an instructional rating, you are verifying everything, including the date of their Instructional Rating Seminar. If the person you are signing off does not have that date filled in or is struggling to remember when they participated in an Instructional Rating Seminar, then it probably was either not a very memorable seminar, or did not exist.


Now that you have read the latest update (and reviewed all of the information below for changes) you can do your 2013 check-in:
2013 USPA Central Region Safety and Training Advisor Check In

Feel free to send a link to this page to any of your instructors and DZO's, and encourage them to do the check-in too. It is a good review for everyone.


Added to this page June 2012 - B License Canopy Proficiency Card signoffs changed

The following is from the Winter 2012 USPA BOD meeting minutes where they changed the B license Canopy Proficiency card so other ratings holders besides S&TA's could sign off:

The committee discussed Canopy Piloting Proficiency Card signature authority, as well as who has the authority to approve someone to teach the canopy piloting course for the B license. The committee agreed that Coach and Instructor Examiners should have this authority in addition to S&TAs. The following motion resulted.

Move to change 6-11.D.3 to read: ‘For USPA B-license requirements, a Safety & Training Advisor, Instructor Examiner, Coach Examiner or Board member may approve the canopy piloting course instructor and sign the Canopy Piloting Proficiency Card once the course is completed.’



Update 2/21/2012

Time to file Waivers - Waivers need to be filed yearly. If you have previously sent a paper copy to me, please send one by email. I will store them here so that we can keep track of them easier. There is information below (and a link to it above) if you need a reminder of how to file a waiver.

The USPA BOD meeting was February 17-19 2012 in San Diego. One notable change: It was decided that waivers can be renewed at the time of Group Member renewal by including information about the waivers on the GM renewal form each year. This will of course require coordination with your DZO, and it is still a good idea to discuss waivers with staff at least once a year to determine if they are meeting the needs of your DZ. You should file waivers this year as you have always done to insure they are noted, because the GM renewal form may not include an area for waivers for a while, or you may have already renewed your Group Membership this year.

The "official" USPA Safety Day is March 10th. As usual, if having Safety Day on another day works best for your dropzone, then do that. The USPA web site has suggested topics for Safety Day. Here is a really nice item you may want to include in your Safety Day: EMS Training with Rich Grimm at Skydive Elsinore Rich is a retired firefighter.

Instructional Rating Seminars - Last year about this time I reminded everyone that Instructional Rating Seminars are for the most part different from Safety Day activities. But then I heard from a few of you that said that you very successfully combined them. Great, whatever works for your DZ. I am interested in hearing from some of you about what topics you have in your seminars.

Are your instructional rating holders current? Are you sure? In the middle of last summer I found someone that had not been a current USPA member for 2 months and was therefore not a current instructional rating holder. (This is the second significant lapse I have found in our Region.) Just think of the liability that you and your DZ assume if there is an incident and it is found that the instructor is not current.


Now that you read the latest update you can do your yearly check in:
2012 USPA Central Region Safety and Training Advisor Check In


Update 9/21/2011

Please note that when filling out or verifying Wings and Badges applications that the certificate is always free, but after the 2000 jump and 24 hour awards, the "badges" cost $15 each and you must provide credit card information, or a check if sending by mail.



Update 2/21/2011

Thank you for your support in the BOD elections. On-line voting resulted in about twice as many members voting, which saved USPA a great deal of headquarters staff time.


Time to file Waivers - Waivers need to be filed yearly. Now would be a good time. If you have previously sent a paper copy to me, please send one by email. I will store them here so that we can keep track of them easier. There is information below (and a link to it above) if you need a reminder of how to file a waiver.


The USPA BOD meeting was February 11-13 2011, and was in Reno, NV, followed by the PIA Symposium. Not too much to report from the meeting except for one important BSR change, although it does not really have anything to do with safety. USPA members are now required to adhere to the tandem manufacturer's requirements for age (for the tandem equipment being used.) PIA lobbied the BOD hard for this change.


The "official" USPA Safety Day is March 12th. As usual, if having Safety Day on another day works best for your dropzone, then do that.


Safety Day versus Instructional Rating Seminars - Everyone knows what an Instructional Rating Seminar is don't they? It is a time where dropzone instructional rating holders get together and discuss instruction. However, when I ask many Safety and Training Advisors about their Instructional Rating Seminars, they usually just say, "Oh, we use Safety Day for that."

They are not the same! And "staff meetings", even if they include a number of instructional rating holders, are not Instructional Rating Seminars either. Besides, Safety Day is once a year. Why wouldn't a drop zone want to have an Instructional Rating Seminar several times a year?


Are your instructional rating holders current? Are you sure? I recently discovered a tandem instructor that has been uncurrent (and doing tandems) for over a year because he either did not supply a copy of his current medical along with his renewal, or something happened to it, and he did not check his new card to see if the rating was listed. Seems like a lot of liability for a DZ to have that happen. (There is a little check box on the renewal form for the person signing if off to verify that they have a copy. Are you checking?)



Update 1/28/2010

I have been made aware of a web page at http://www.1800skyrideripoff.com/dzs/ that lists the dropzones that do or do not accept business from a "certain tandem booking company". I am making drop zones aware of this only so that they have the opportunity to contact the maintainers of this page and let them know if the drop zone does business with this company or not.


The next USPA BOD meeting is February 19-21. Agendas can be found at Board of Directors.

Some years ago when I was on the Safety and Training committee, I was able to convince the committee to simplify "5-2: Recurrency Training" in the SIM. Before that it was a convoluted mess with too many pieces and was hard to understand (in my opinion).

However, an incident discussed at the last BOD meeting caused some members of the BOD to look at this simplified section of the SIM and believe that it is now not specific enough! So, the Safety and Training agenda for this next BOD meeting includes the following: "Suggested edits to the SIM and IRM, including updates to 5-2 Recurrency" ....

If you like the way this section is now and don't see any need for change, or if you have any suggestions, you will want to contact the Safety and Training committee, Todd Spillers, Chair. dzo@skydiveaggieland.com


Update 8/25/2009

Some USPA members have brought to my attention that a lot of Safety and Training Advisors and tandem instructors still do not know about a recent change to tandem ratings.

From the USPA "DZO Streamline" email July 16th:

"At the most recent USPA Board Meeting, the Board clarified several issues regarding tandem instructor medical requirements, and the Basic Safety Requirements have been changed to reflect those clarifications. Skydiver's Information Manual Section 2-1 C.2. now reads:

"Any skydiver acting as parachutist in command of a tandem jump must possess a current FAA Third Class Medical Certificate, or a medical certificate acceptable to USPA, or, if residing outside of the United States or its territories or possessions, a current aviation medical certificate recognized by the Civil Aviation Authority of the residence country."

The language was clarified to add the word "current" to ensure that it is clear that the medical be renewed when necessary and not just obtained for the initial rating. It also clarifies that the medical certificate must be issued by the FAA, a foreign country's Civil Aviation Authority, or another acceptable authority (currently the only other acceptable certificate is the military aviation medical exam).

"Additionally, to renew a USPA Tandem Instructor rating, the rating holder must send USPA Headquarters a copy of the current FAA Third Class Medical Certificate along with his rating and membership renewal. Any tandem instructor rating renewal submitted without a copy of the medical certificate will be rejected and placed on hold until it is submitted."


Update 3/3/2009

Safety and Training Advisor Waiver Form added to Waivers section


Update February 2009

Time to file Waivers - Waivers need to be filed yearly. Now would be a good time. If you have previously sent a paper copy to me, please send one by email. I will store them here so that we can keep track of them easier. There is information below if you need a reminder of how to file a waiver.

Accident Reporting - Once again, accident reporting is poor at best. We aren't going to learn from our mistakes if we don't give people information about them. I understand your reluctance to file a report for legal reasons, but on USPA's web site there is now an on-line reporting form. Enter as much or as little information as you wish (including little enough as to be anonymous), but file a report.

SIM no longer free - As you may be aware of already from the Safety and Training email list, USPA Headquarters, in conjunction with the Chair of the Safety and Training committee, has decided to no longer send Skydivers Information Manuals to current Safety and Training Advisors for free.


Contacting Gary Peek

Note: I am a skydiver. I am at dropzones much of the weekend unless the weather is obviously not jumpable.

Mailing address:
Gary Peek
3201 Highgate Lane
St. Charles, MO, 63301

peek@pcprg.com When at home or the office I check email very often.

Home phone: (636) 946-5272 (This is not a cell phone and does not accept text messages.) My office is in my home. If you want to talk to me for a while, please call my home number so that my office number will not be tied up. The only time I will not answer the home line is if I am on a business call on the office line.

Office phone: (636) 723-4000 or (800) 435-1975 (This is not a cell phone and does not accept text messages.) The best way to reach me quickly is at the office and available at those phone numbers from 9AM to 5PM, but I will answer the office lines any time I am at home.

Office fax: (636) 724-2288 If you fax me something, make sure that it is filled out in a manner that can be read, considering that fax machines have less resolution than printers or scanners.

Contacting USPA Headquarters

Mailing address:
United States Parachute Association
5401 Southpointe Centre Boulevard
Fredericksburg, VA 22407

Phone: (540) 604-9470 or (800) 371-USPA
Fax: (540) 604-9741

www.uspa.org The USPA web site has a lot of information on it that you will need, including the online SIM (to tell your students about), parts of the IRM, manuals, forms, info for Safety Day, etc.

If you need something, start there, and if you cannot find what you need, ask USPA Headquarters.

If something is flat out not available then let me know and I'll see if I can get that changed, but please do not ask me for routine documents because I cannot keep track of the latest information, which changes regularly. I will almost surely not have it anyway.


About Safety and Training Advisors:

For those of you who have been Safety and Training Advisors in the past, thank you for continuing to serve USPA and its members. For those who are new Safety and Training Advisors, welcome to USPA's Safety and Training Advisor program.

Please take the time to review the Safety and Training Advisor Handbook. (If you have not yet been sent a paper copy you can find it online, minus the license and Pro rating tests and answer sheets to the tests). It contains information mainly about providing guidance in skydiving safety, but many other things as well. It is not an easy job if done well, and never appreciated as much as it should be.

The position of Safety and Training Advisor provides USPA's general membership a local link to our organization, much as a Regional Director provides a regional link to USPA, but this representation is not familiar to most skydivers and is often overlooked and forgotten. Many skydivers do not think of Safety and Training Advisors as a part of USPA, and therefore think that their representatives are not at their drop zone much, but you are.

Each year Regional Directors review the list of Safety and Training Advisors for their region to determine who is still actively performing the duties of an Safety and Training Advisor and who should remain a Safety and Training Advisor.

Safety and Training Advisors are appointed by Regional Directors and their term expires on March 31st. This means that your appointment "officially" expires on March 31st, and you must contact me before then to be re-appointed unless we have made a previous arrangement.

However, I keep the status of the Central Region Safety and Training Advisors very up to date, so most of the time I simply tell headquarters that there is no change needed on March 31st.

The continuing requirements for being an Safety and Training Advisor under my appointment:

Note: It is a natural progression for drop zones and clubs to come and go, and the Safety and Training Advisors appointed to serve particular drop zones, clubs, and areas to come and go also. Do not expect to hold the position of Safety and Training Advisor after the drop zone or club you have been serving discontinues operation, if you move your jumping activities to another drop zone where there is already an appointed Safety and Training Advisor, or if you are not at the drop zone very often.

The Safety and Training Advisor position is an appointment, and is at the total discretion of the Regional Director. It is not a rating, and when a Regional Director "unappoints" a Safety and Training Advisor or does not re-appoint them, they are not revoking a rating, so please do not feel as though this is taking place.


About Regional Directors:

USPA National Directors and Regional Directors are elected by USPA members every three years. (Before 2013 it was two years.) The idea is that Regional Directors occasionally visit drop zones in their region, are familiar with issues specific to their region, and are also familiar with its drop zones, DZO's, and members.

When visiting drop zones in the past, I have been really lucky if I had a single skydiver mention anything at all about our organization or give me their advice or comments. It's supposed to work better than that but it just doesn't.

When I first became a Director I published (mailed) a number of regular newsletters to Central Region drop zones. When visiting some of these drop zones I asked members what they thought of these newsletters, (which were in some cases attached to a very prominent bulletin board at the dropzone that I could actually see while I was packing). Not a single member that I asked had read one. The internet has improved communication a lot, but members still need to take the initiative to contact their representatives.

That is why the position of Safety and Training Advisor is important, among other reasons. Safety and Training Advisors hear from jumpers at their drop zone every week and have a good idea of what is on their mind. Please pass this information along to me, and when it is of special importance to you or the jumpers at your drop zone, pass it along in writing to me and to the committee Chair responsible for the program or policy.


USPA's web site and the internet:

The USPA web site now contains nearly every document that a member or Safety and Training Advisor might need. The only thing that is not public is license and Pro rating tests, and their answer sheets. If you need those please contact JCrouch@uspa.org at USPA headquarters. (800) 371-USPA

There is an instructional rating holder email "newsletter" which you should be receiving if USPA has a valid email address for you in the membership database. If you are not receiving this, contact headquarters and update it. Please remind all of your dropzones's instructional rating holders about this too.

Take some time to look around on the USPA web site to see what is now there.


Basic Safety Requirements waiverable by Safety and Training Advisors:

Update February 2012 At the February 2012 BOD meeting it was decided that waivers can be renewed at the time of Group Member renewal by including information about the waivers on the GM renewal form each year.

Safety and Training Advisors may waive certain BSR's, period. They do not need to ask permission of anyone, and are not required to fill out a "Waiver Request" form. The Waiver Request form on the USPA web site is for waivers that need to be approved by the BOD, for example, if someone is requesting a "restricted" license.

Unfortunately, the section in the SIM that describes the procedure for waiving BSR's has been changed to say that you need to fill out the "Waiver Request" form. You may do this if you wish, but remember that it is not a "request". USPA headquarters also continues to send emails to us that indicate this to us. USPA Headquarters might at some time create a separate document for BSR's waiverable by Safety and Training Advisors just to make it easier for you to remember what to specify.

To waive a BSR the Safety and Training Advisor simply needs to have reason to believe that safety will not be compromised by the waiver. Some reasons may be that the drop zone has additional procedures in place that make adherence to the BSR unnecessary.

Safety and Training Advisors should create a document (plain text to email is fine), send a copy to the Regional Director (I prefer email), send a copy to USPA headquarters (Safety and Training Director), and keep a copy for the drop zone.

The document should include:

  1. Drop zone name and location
  2. Safety and Training Advisor name
  3. Date the waiver becomes active
  4. Date the waiver expires
  5. Number and description of the BSR being waived
  6. Why it is being waived (and why safety will not be compromised)
  7. Limitations of the waiver. (For example, if waiving the wind requirements for students, indicate what the new limits are.)
Here is an Safety and Training Advisor Waiver form in Microsoft Word format for you to use if you want to.


Processing USPA Paperwork:

If you are a DZO and have any of your staff handle any USPA paperwork, make sure they are familiar with the following.

One of the things that I do for many USPA members that I need your help with is signing membership renewal forms, awards applications, and Pro rating applications, and then forwarding them to me or to USPA headquarters.

For forms that must come to me, what I would prefer to get, so I can simply verify the qualifications and then sign, seal, and mail the envelope:

  1. A completely, correctly, and legibly filled out form.
  2. (This includes Safety and Training Advisor signature and identification)
  3. An envelope addressed to USPA headquarters including a stamp
  4. Provide "reasonable" documentation of qualifications, especially if I do not know the individual.
Of course there are electronic methods of processing forms which are fine with me if payment is made via credit card and is written on the form. If you fax a document, do not expect information on a form to be readable unless you take great care to print legibly and darkly. This is the biggest problem I have with USPA paperwork.

Feel free to scan documents in a resolution suitable for printing, because I may need to print it, apply my signature, and re-scan it to forward to USPA Headquarters. This method works rather well.

We cannot read your signature! There needs to be a way to identify your signature, so this means that you need to sign forms with something other than your signature. I suggest your license number or membership number.

Since application forms are available on the USPA web site I sometimes get applications from members who know only that the Regional Director signature is required. Sometimes they even forget this and send the form to USPA Headquarters with no signature.

Other members do not realize that the Regional Director needs some type of verification of qualifications. If a members has achieved one of the jump number or freefall time awards, please do not just hand them an application or tell them to go to the USPA web site to get an application. Tell them about the process so that they come back to you for verification of the qualifications.

Keep in mind that an Safety and Training Advisor in one USPA Region might be performing functions for a USPA member that jumps at their dropzone, but that lives in another region, and has a different Regional Director. In that case it will become even more important that the Safety and Training Advisor can be identified, and that the member knows to whom to forward the paperwork.


Exhibition Jumps and the Professional Exhibition rating

For groups or individuals using USPA exhibition jump insurance an Safety and Training Advisor (or Instructor/Examiner), needs to review the planned jump(s) and sign-off on the form. In approving an exhibition jump, you are saying that you think the jump(s) can be made safely, so if you have doubts about any part of the exhibition, it is your responsibility to not approve it, or suggest changes with which you can feel comfortable.

Pro rating applications are a very troublesome area both for Regional Directors and for USPA Headquarters. Some things to watch out for:

USPA Headquarters has told us that most of the Pro rating applications are now for people using rather small high-performance canopies, and from the applications I have received, this is correct. In signing off a Pro rating accuracy jump you are certifying that you have seen a jumper "land" a canopy in a very small area. If they are swooping the target area and stabbing the target while flying well past the target area, they are not performing to Pro rating standards.


Dealing with USPA headquarters: (800) 371-USPA

The thing that seems to irritate most of our members is when they contact USPA headquarters and the follow-up from headquarters is slow. Here are some tips for you, and please pass this info on to our members.

Personnel turnover and job re-assignments. If you have a problem and do not get it resolved, you might have someone new in the position you were dealing with, and you might be starting over. No kidding.

People are on the phones continually. If someone does not call you back it might mean that they really are that busy. So don't wait for them to call you! Use the toll-free number and keep calling them. However, some of the staff does not change their voice mail message when out of the office, and it may indicate that they are only away from their desk. If you still cannot contact them after a number of calls, call back and ask the person you talk to if this person is there and when they expect to be available.



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