A Pipe Burst at Scott AFB's Customer Service Hub: How the Team Kept Operations Running

A pipe burst on January 26 at Scott Air Force Base's customer-service nerve center forced occupants to relocate temporarily, with normal operations tentatively set to resume in March.

The Incident and Immediate Response

The incident occurred after a weekend of abnormally low freezing temperatures during Winter Storm Fern, causing flooding in multiple sections, including key financial and personnel customer service functions. Upon discovering the damage, immediate actions were taken to ensure personnel safety and mitigate further damage to the facility.

Repair Efforts and Timeline

Repair efforts are ongoing and include:

• Water extraction
• Debris cleanup
• Drywall replacement
• Ceiling grid and tile replacement
• Flooring repairs
• Mold prevention measures

The current repair period is estimated to conclude by the end of March, with occupants returning on a room-by-room basis as work is finished.

Relocation of Critical Services

Located in building P-10, a main hub for thousands of customers, the finance teams found a new home in the 12th Air Task Force building, while the Personal Property Office and the Military Personnel Flight initiated teleworking while searching for other locations to operate from.

Maj. Garret Bauer, 375th Comptroller Squadron director of operations, praised senior leaders for their quick response and "engagement which was critical," along with the generosity of the 12th ATF in offering up the space for use.

Collaboration and Teamwork

Maj. Nathan Jones, 375th Civil Engineer Squadron director of operations, explained that the "great relationship between the SABER contractor, the 375th Contracting Squadron, and the civil engineers prevented further damage to the facility. It also enabled the installation’s organic engineer forces to focus on snow removal and various other repairs across Scott AFB."

Col. Sean Burke, 375th Air Mobility Wing deputy commander, said: "This event was a clear demonstration of our core strength at Team Scott: our people. The seamless collaboration between our civil engineers, contracting squadron, and every affected unit ensured we could continue our critical support mission for the base community with minimal disruption. It’s a powerful testament to our team’s resilience and unwavering commitment to one another and to those we serve."

Adjusted Hours and Locations for Relocated Services

Finance Office

• Temporarily relocating to the ATF building at 505 South Dr. until further notice
• Hours remain the same for in-person customer services:
  • Monday through Wednesday: 9 a.m. to 3 p.m.
  • Fridays: 9 a.m. to 2 p.m.
• For questions or concerns, submit a CSP ticket at the Customer Service Portal

Personal Property Office

• Shifted to full telework
• In-person visits suspended until further notice
• For assistance, email: 375LRS.ScottAFB.PersonalProperty@us.af.mil

ID Cards/DEERS & Passports

• Available in Building P10 (No Public Restrooms)
• Monday, Tuesday, Friday: 8:00 a.m. to 12:00 p.m. walk-ins
• Wednesdays: 8:00 a.m. to 3:30 p.m. walk-ins
• Closed Thursday for training
• Schedule an appointment: https://idco.dmdc.osd.mil/idco/locator

Force Management and Career Development

• Submit inquiries in the MPF Customer Portal: https://usaf.dps.mil/teams/MPFPortal/375fsscp
• Very limited in-person services available
• For emergencies, contact: 375fss.fsp.customerportal@us.af.mil