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BOSS ARMA Training

Army Maintenance Assistance

Fort Bliss Better Opportunities for Single Soldiers

SGT Vonesa McGrowder

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Training Objectives

Understand ARMA and its purpose
Explain the role of a BOSS Representative
Gather complete maintenance information
Identify routine, urgent, and emergency issues
Know when to escalate concerns
Provide Soldiers with accurate guidance

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What is ARMA?

ARMA (Army Maintenance Application)
Submit maintenance requests
Track work orders
Communicate maintenance concerns
Improve accountability
Reduce response times

ARMA, or the Army Maintenance Application, is the primary system Soldiers use to report and track maintenance issues in their barracks or other Army-managed facilities. Instead of relying on phone calls or paper requests, Soldiers can submit maintenance requests electronically, upload photos when needed, and monitor the status of their work orders from start to finish.

One of the biggest advantages of ARMA is accountability. Every request is documented, making it easier for maintenance personnel to prioritize repairs and for Soldiers to track the progress of their requests.

As BOSS Representatives, it's important that we're familiar with ARMA, not because we'll be submitting work orders on behalf of Soldiers, but because we need to guide them through the process, ensure they understand how to use the system correctly, and verify that the appropriate steps have been taken before we consider escalating an issue."

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Role of the BOSS Representative

You ARE:

• An Advocate

• A Resource

• A Communicator

• A Problem Solver

You are NOT:

• Maintenance personnel

• Housing management

• Approval authority

As BOSS Representatives, our role is to support Soldiers by helping them navigate the maintenance process, not to take over the process for them.

We should first listen to the Soldier's concern, ask questions to understand the situation, and verify whether they've already submitted a work order through ARMA. If they haven't, we should guide them on how to do so before considering any further action.

We also help Soldiers understand what information they need to provide, encourage them to document the issue with photos when appropriate, and explain what to expect during the maintenance process.

It's equally important to understand what falls outside of our responsibilities. We are not maintenance technicians, housing staff, or decision-makers for repair timelines. We cannot authorize repairs or bypass established procedures.

Our value comes from being knowledgeable, approachable, and ensuring Soldiers receive the right assistance while following the proper process

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Maintenance Request Process

1. Identify the issue

2. Submit a work order in ARMA

3. Document with photos

4. Save the work order number

5. Follow up

6. Contact Unit BOSS if needed

7. Escalate appropriately

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Gathering the Right Information

Ask These 5 Questions

Who is reporting the issue?

Where is the issue located?

What is the maintenance problem?

Has a work order been submitted?

Is there documentation? (Photos, videos, etc.)

Before we can effectively assist a Soldier, we need to gather all of the relevant information. Taking a few extra minutes to ask the right questions upfront can prevent delays and help resolve issues more efficiently.

First, identify who is reporting the issue by collecting the Soldier's name, unit, and contact information. Then confirm exactly where the problem is located, including the building and room number.

Next, ask the Soldier to clearly describe the issue. Find out when it started, whether it has gotten worse, and if it affects their ability to safely live or work in the space.

One of the most important questions is whether a work order has already been submitted through ARMA. If so, ask for the work order number and the current status. This helps verify that the proper process has already begun.

Finally, ask if the Soldier has photos, videos, or previous communication with maintenance. Good documentation provides a clearer picture of the situation and is extremely helpful if the issue needs to be elevated.

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Prioritizing Maintenance Issues

Routine: (Priority 3- Resolve within 30 days)
Cosmetic or minor repairs
No immediate safety concerns
Urgent: ( Priority 2- Resolve within 5-7 Days)
Impacts daily living
Requires prompt attention
Emergency: (Priority 1- Resolve within 24 hours)
Threatens health, safety, or property
Report immediately

Not every maintenance issue requires the same response. As BOSS Representatives, it's important to help Soldiers understand the priority of their concern.

Routine issues are minor repairs that don't affect the Soldier's safety or ability to live in the barracks, such as chipped paint, loose cabinet handles, or a burned-out light bulb.

Urgent issues affect a Soldier's daily living or comfort and should be addressed as soon as possible. Examples include a broken refrigerator, no hot water, or an air conditioner that isn't working during extreme temperatures. Pride should be dispatched within 24 hours to come assess the situation.

Emergency issues involve an immediate risk to health, safety, or significant property damage. These include gas leaks, flooding, electrical hazards, fire, or sewage backups. These situations require immediate reporting through the appropriate emergency channels, not waiting for a routine work order. Pride should be dispatched and assessing the issue within 1 hour for Priority 1 issues.

Understanding the difference between these categories helps ensure that the most critical issues receive immediate attention while routine concerns continue through the normal maintenance process

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When to Escalate

Escalate if:
A work order has already been submitted.
The issue remains unresolved after a reasonable time.
Multiple follow-ups have been unsuccessful.
The issue affects health, safety, or quality of life.
The Soldier has followed the proper process.
Don't Escalate if:
No work order has been submitted.
Required information is missing.
The issue is still within the normal response timeline.
The Soldier hasn't contacted the appropriate office first.

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Scenario #1

Scenario #1: What Would You Do?
Situation:
A Soldier reports that their air conditioning has not worked for three days during the summer.
A work order was submitted.
Maintenance has not responded.
The room is becoming uncomfortable.

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Scenario # 2

Scenario #2: Routine or Escalate?
Situation:
A Soldier reports a burned-out light bulb in their barracks room.
No work order has been submitted.
The Soldier wants BOSS to "take care of it."

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Common Mistakes to Avoid�

❌ Escalating before a work order is submitted
❌ Failing to gather complete information
❌ Assuming every issue is an emergency
❌ Promising repair timelines or outcomes
❌ Not following up or documenting actions

Even with the best intentions, there are a few common mistakes that BOSS Representatives should avoid.

First, don't escalate an issue before confirming that the Soldier has submitted a work order, unless it's an emergency.

Second, always gather complete and accurate information. Missing details can delay the resolution process.

It's also important not to treat every maintenance issue as an emergency. Knowing the difference between routine, urgent, and emergency concerns helps ensure resources are used appropriately.

Another common mistake is making promises we can't keep. We should never guarantee when a repair will be completed or what decision maintenance will make.

Finally, remember to follow up when appropriate and document any actions you've taken. Good communication and accurate records help us better support Soldiers

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BOSS ARMA Quick Checklist�

Remember: A.S.K.
A – Assess
Listen to the Soldier.
Determine the urgency of the issue.
S – Support
Guide the Soldier through the ARMA process.
Ensure a work order has been submitted.
K – Keep Communicating
Follow up when appropriate.
Escalate only when necessary.

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Questions

Key Takeaways:

✔ Know your role.

✔ Follow the ARMA process.

✔ Gather complete information.

✔ Prioritize appropriately.

✔ Escalate only when necessary.

Thank you all for your time and participation today.

As BOSS Representatives, you play an important role in improving the quality of life for Soldiers. While you may not perform maintenance or approve repairs, you serve as a trusted resource who can guide Soldiers through the ARMA process, help them understand their responsibilities, and advocate for them when appropriate.

Remember the key points from today's training:

Know your role and stay within it.

Encourage Soldiers to use the ARMA system correctly.

Gather complete information before taking action.

Understand the difference between routine, urgent, and emergency issues.

Escalate concerns only after the proper process has been followed or when immediate health and safety concerns exist.

Thank you again for your attention. I'd be happy to answer any questions or discuss any scenarios you may have.

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WASHER AND DRYER STATUS UPDATE

CSM and his team are tracking the backlog for washer and dryers being unserviceable. To mitigate this issue, they are actively working on expanding the contract to fix 150 washer and dryers per month.

In order to get an effective turn-around please submit one work order per machine. Do not add multiple machines to one, it will not be serviced.

When work order has been placed, please attach the date and work order number to your respective washer and dryers in your buildings. This will notify your battle buddies an order has been submitted.

DPW is currently on a 394 machine backlog as of 7/7/2026.Those will take priority and exceptions are on a severity basis.

By fall 2026, we are expecting to see an increase in cases being resolved. BOSS will be posting a priority list of work orders being worked on for starting July 2026.