TSA Colleagues Use Teamwork and Networks to Assist a Person in Need
It was nearly 2 a.m. when TSA Atlas officer Joshua Lavadour (he/him) discovered a young woman and her infant asleep and alone in the baggage claim area. Joshua called his lead, Tawan Bernkopf (she/her), to come check on the woman to make sure she was safe and see if she needed assistance.
When she approached the young woman, Tawan discovered she had two toddlers, also asleep, under her blanket. After speaking with the woman, Joshua and Tawan learned that she had no local support system, no food, no supplies and nowhere to go.
Tawan immediately reached out to her network and partners at PDX to help the family in need. TSA Supervisor Angela McLaughlin (she/her) quickly and graciously bought food and water for the toddlers. TSA employee Sean West (he/him) worked to supply the family with diapers, milk and bottles. A USO manager brought coloring books, snacks and drinks, and a Port of Portland police officer contacted local hotels for shelter.
"I can’t say enough about how proud I am that our PDX People pulled together and shared a high level of empathy, self-awareness and kindness to ensure the safety of this family," Tawan shared. "Thanks to everyone’s cooperation, the young lady managed to book a flight and reunite with her family. It goes without saying that the character of a person that helps someone in need says more about you than the person asking for help."
To recognize airport employees who truly stand out as extraordinary, we'll hold the next PDX People Customer Service Awards on Tuesday, April 25. The winners in each category – along with their managers and members of our volunteer working committee – will be invited to attend the event in person while it's live-streamed on YouTube. To watch, head to the Port of Portland YouTube page on Tuesday, April 25, at noon.
You can also nominate an employee who embodies the PDX People values and serves as a shining example of great customer service for next quarter – submit a nomination now.
