Fall 2019 Issue G4S Secure Solutions (Canada) Ltd. Aviation Division
Aviation Quarterly
Vancouver International Airport Domestic Terminal 3880 Grant McConachie Way Richmond, BC V7B 0A5
Issued by: Milana Bucan, Communications & HR Coordinator
In this issue 1. Message from Remco Loevendie, COO
2. Airport Profile - Prince Rupert YPR 3. Ladan Abetpour Saves Puppies 4. Department Updates 5. Reza Irani Becomes a Hero 6. Employee Recognition Awards 7. Health & Safety - Drowsy Driving 8. G4S Employee Exclusive Perks 9. Kudos - Recognizing our Employees
FALL 2019 ISSUE Hello Bonjour to everyone across the Pacific Region,
N
ow that the days slowly are getting shorter traffic is slowing down at most of our airports in the region. The summer has been very busy as usual, although the numbers of passengers and the number of flights have been down at some of our airports due to traffic to China being down and the airlines Remco Loevendie, trying to coop with Chief Operating Officer the grounding of the Boeing Max 8 aircraft. Having said that, in general the impact on our hours have been limited which is obviously good news. Another positive, I am also happy that the number of wildfires we have seen this summer have been a lot less, compared to the last couple of summers. The impact on our operation was limited, but more importantly the effect on the communities where we live has been less. One of the most important moments was us reaching an agreement with the IAM to refer the outstanding bargaining items to arbitration which led to an arbitrated decision on August 12. And although we have not reached an agreement with the USW and the Teamsters unions we have been making steady progress and are hopeful that we will be able to finalize these negotiations into the upcoming period.
OUR VALUES
Following the procedures is the key to making sure we stop items getting through our process so I
WE ACT WITH... INTEGRITY AND RESPECT Our business activities and relationships are built on trust, honesty and openness. We do what we promise and always strive to do the right thing. We listen. We treat our colleagues, customers and those in our care with the utmost respect.
am happy to report that we continue to do well on our operational consistency performance, which represents how well we follow the actual SOP procedures. Unfortunately, we continue to experience more breaches than we would like to see but at least the current quarter has been off to a good start. Let’s all stay focused so we can live up to ‘every flight safe, every time’. Milana has done another outstanding job in collecting your stories from across the region and it’s good to see that you are sharing the highlights of what happens at your airport. This time we are highlighting the airport at Prince Rupert, where our staff have the most beautiful commute as they ferry in to work every day. Additionally, we share the story on the time and energy Ladan, one of our Screening Officers in Vancouver, invests in saving stray dogs from the Middle East. And, as always, we have plenty of very positive feedback on the great work we do at all our airports. We all know that the screening process is no-ones favorite part of air travel but by providing pleasant and consistent service we can still make it a very positive experience. Sometimes our assistance to passengers goes beyond the smile and the friendly conversation as Reza demonstrated when he assisting in saving a passenger’s live, an effort that was recognized through the President’s Humanitarian Award. I hope you will enjoy this latest edition and if you have a story to share please do not hesitate to reach out to Milana so we can share it with the wider audience. Thank you, Remco
WE ARE PASSIONATE ABOUT... SAFETY, SECURITY AND SERVICE EXCELLENCE
WE ACHIEVE THIS THROUGH... INNOVATION AND TEAMWORK
We are passionate about working safely and take great care to protect our colleagues and customers from harm. We are experts in security and use that knowledge to protect our customer’s assets. We keep our promises and are passionate about delivering high levels of customer service.
We invest in technology and best practice to continuously improve the products and services we offer. We challenge ourselves to find new ways of helping our customers achieve their goals. We work together as a team, valuing everyone’s contribution, to ensure we achieve the best results for our customers and our business.
Tell us what’s going on at your airport and in your community! Please email sto Page 2 Securing Your World
G4S SECURE SOLUTIONS, Aviation Division AIRPORT PROFILE: PRINCE RUPERT - YPR
P
rince Rupert Airport is located on Digby Island, on the traditional territories of the Tsimshian First Nations, separated by 9km of water and land. People accessing the airport have the option of getting to the airport by water or air. Most people wanting to access the airport from the main island use the Airport Ferry, which takes about 20 minutes from the mainland. Before an airport was built, residents of Prince Rupert relied on an Amphibian Aircraft (Canso) from Seal Cove to Sandspit in the Queen Charlotte Islands. Between 1957 and 1959, a 6000 by 200 feet runway was constructed. By 1961 water supply, sewage and the power from the mainland was completed. Today, the City of Prince Rupert owns the airport through the incorporation of the Prince Rupert Airport Authority with more than 730 flights annually, allowing more than 120,000 travellers to get to their destinations.
G4S Donates over $4100 for a Great Cause Earlier this year, G4S participated in BC Children’s Hospital annual Jean’s Day. Since our Screening Officers and Support and Management teams are obliged to comply with the uniform policy, staff showed their support by removing their ties between May 8th and May 15th. Together with local communities, BC Children’s Hospital has raised over $21 million since 1990, and is a known champion for the utmost care that they provide to ill and injured children across BC. Together with your support here at G4S, we raised over $4100 including Match-It to support the great cause and participate by donating to BC Children’s Hospital Foundation.
We want to take this opportunity and thank those that participated to make this effort a success!
ories and pictures to aviation.communications@ca.g4s.com Page 3
FALL 2019 ISSUE
Ladan Abetpour makes a difference, one Dog at a time!
I
n 2015, a Facebook post changed Ladan’s life forever. After watching a documentary about Iranian stray dogs and how they were tortured by municipality workers; killing them by injecting acid into their bodies, hitting and abusing them, Ladan quickly realized that she had to do something to save the dog’s lives.
healthy again and in good shape, and will have all the required certifications before they are adopted,” says Ladan. Some dogs get released, some find a home and others come to us.
Born and raised in Iran, Ladan Abtpour, a Screening Officer at YVR has been involved in rescuing dogs from the Middle East, and has been working with local animal rescue shelters here in Vancouver, Calgary and Toronto. She volunteers her time and organizes fundraisers to help pay for medical treatments to ensure the dogs receive the care and attention they need. After that shocking video went viral, and despite the challenges faced by the Iranian government, animal shelters were built and many dogs have been rescued since. “The shelters take in the dogs that require medical attention, and have been injured in one way or another. The dogs are treated to become
The first dog that Ladan rescued in 2015 was Raha, a one and a half year old dog who was shot amongst a group of dogs, and despite losing his leg due to an infection, he still survived. Today, she is almost four years old and living in Germany with a loving family. Ladan says that rescuers in Iran go to great lengths “and even put their lives at risk of being attacked, injured and even killed by the government and locals who are against saving animals.” Ladan first started sponsoring dogs and finding homes for them with the help of friends and family from North America and Europe. On one occasion, Ladan arrived at the airport to pick up a rescue dog, and had coincidentally met a volunteer worker from Loved at Last Dog Rescue, Vancouver, BC they were able to help Ladan with posting and spreading the word about finding families willing to adopt a dog.
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G4S SECURE SOLUTIONS, Aviation Division They helped promote the post on their website which opened the door to many other organizations. Sometimes people post on Instagram and say “I saw a dog on the street and think it might need help”; and whoever sees it first from one of us on the team, takes action to do something about it and get the dog the help it needs. Someone will then bring the dog to the shelter for treatment and proper care. “I usually post on Facebook, to try and look for volunteers who will bring the dogs to Canada. It’s a lot of time spent online posting and looking for families that might be interested. Even here at the airport, trying to find people who will help out can be challenging,” says Ladan. Since 2018, Ladan has rescued more than 120 dogs. At times, Ladan says it can be stressful and very time consuming working with the adopting families to ensure that all the paperwork is processed and complete before the puppies get on that plane. “It takes a lot of time, and even after the dogs are adopted I have to keep in touch to follow up and see if they need help, or require further assistance,” says Ladan. The adopters have two weeks to decide if they want to keep the dog, and if they decide they do not want the dog, we repost the dogs for adoption and in the meantime, place them in foster homes. Since starting her volunteer venture, Ladan has made connections with animal rescue shelters in Iran and Turkey, and most recently in Israel. Everyone that
is part of the organization and volunteers their time does so because they love animals and is committed to helping animals in need. “Rescuing dogs has changed my life. I’m always thinking if I don’t do this or don’t buy that I can rescue more dogs. I have little time for cooking, shopping and traveling, but honestly there isn’t anything else I would rather be doing.” Ladan continues, “I work with an amazing group of people around the world, who I’ve never met in person, but we feel so close to when working together to rescue dogs together. This journey has taught me dedication, compassion and selflessness.” In her little free time, Ladan expresses her creativity by painting dogs on wooden frames (pictured below) and selling them to help fundraise to cover some of the expenses associated with the whole process of adoption. If you are interested in helping Ladan, please contact her at ladanpour@gmail.com. You are also able to help the adoption process by being a flight volunteer, meaning, you will aid in escorting the dog to Vancouver, travelling from the Middle East, Bahrain and Iran. There are no associated fees, and all you would be required to do is provide your travel itinerary to the adoption agency, to help them make arrangements accordingly. If you have any other questions, please email ladanpour@gmail.com Facebook - Ladan Abetpour Instagram - Ladan_Saves_Paws
Ladan creates art pieces to help raise funds to support the medical treatment needed for rescued dogs. If you are interested in helping out, you may purchase a frame of your beloved furry family member and help a great cause.
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FALL 2019 ISSUE
Personnel Announcements
Fraydoon Rahimi, YVR Service Delivery Manager
Maria Copes, YVR Service Delivery Manager
Samuel Ngan, YVR Service Delivery Manager
Methma Kumarasinghe,YVR Service Delivery Manager
Zain Ismail, YVR Service Delivery Manager
Zukhra Jiang, YVR Service Delivery Manager
Robin Smith, YXX Regional Manager
Kashish Kashish, YVR Temp Absence Mngmt. Coordinator
Jacqueline Nascimento, YVR Capacity Planner
Danguole Chandler, YVR HR Generalist
Miguel Inocencio, YVR Temp Capacity Planner
Jennifer Wong, YVR Capacity Planner
New Hires Not Pictured: RSDM - Franki Edward Rainbird RSDM - Rick Reynold Copes RSDM - Anouschka Bruggeman
G4S is Hiring!
If you know someone looking for a rewarding career in aviation, pass on the word! G4S is currently hiring for Screening Officers, both English and Bilingual, as well as other salaried positions at YVR and in the Region. For a full job description and to complete the online application form, please visit www.careers.g4s.com Follow us on Facebook and Twitter @g4scanada for most current job opportunities! Page 6
G4S SECURE SOLUTIONS, Aviation Division Department Updates Support Services
Clearance - Transport Canada has issued an Information bulletin Security Screening Programs NO.18-B to inform the - Preclearance Area - Entry. A memo has been issued to provide more details to all YVR staff of the online TSC changes on the clearance and preclearance update. Uniform - Winter season uniform (proper collared shirt buttoned all the way up with tie) has been in effect since September 15, 2019, ensure that you are in full uniform compliance. Dress Shirt trial - CATSA will be conducting shirt trial between November to January to test some alternative fabrics, 10 SOs (5 Males and 5 Females) will be selected to assist with the trial and provide feedback. If you have any further questions, please email aviation.uniforms@ca.g4s.com
Human Resources
The 2nd quarter of 2019 continue to be a busy time in HR. We welcomed a new HR Representative, Tyler Halsey, to our team. We continued working on standard operating procedures (SOPs) for various HR tasks as well as determining the best department for certain tasks to be completed. We launched a new Benefits portal through AON, and for Salaried employees this also meant a brand new flexible benefits program. The new benefits portal rollout overall went very smooth,and for those people who did encounter one of the small glitches I apologize for the inconvenience and thank you for your patience! In Q2 we also completed the employee recognition survey - thank you very much to everyone for participating, we had about 95% of employees complete the survey which is the highest % ever! In Q3, the largest initiative is communicating the results of the employee engagement survey and conduct focus groups to obtain detailed feedback from which we can create action plans to improve things at G4S Aviation. (check your email on how to sign up and be a part of focus groups) If you would like to be part of the focus groups please reach out to your HRG to have your name added to the list. We are also continuing to work on several other HR projects such as establishing a formal job evaluation program and refining our onboarding and orientation program. Thank you for taking the time to read about what your HR team is doing. We are available to support all employees - don’t hesitate to reach out to your HRG or a member of our team as needed!
Training & Performance As of September 3rd, 2019 the training department will be gaining five new Training & Performance Specialists four of which are promoted Screening Officers and one Service Delivery Manager. We also have two returning Training & Performance Specialsts returning from maternity leave. Welcome to the team everyone, and welcome back Sandeep and Sonya! There will be upcoming training sessions for FBS Primary, TTN Trial at North, CTX 5800/9800, CATSA + and we are continuously hiring new Screening Officers to join our team here at G4S. For any inquiries, please contact aviationtrainingadmin@ca.g4s.com
Capacity The upcoming Winter shift bid is coming up on November 3rd, 2019 and will include an increase in the number of part time schedules in PBS. Our goal is to provide part time schedules in HBS and NPSV in future bids as we increase the number of staff in these areas. There will be a push on additional training, such as CATSA+, CTX-3D, FBS Primary, and NPSV in the coming months. Watch for emails from Aviation Scheduling soliciting volunteers for these training courses.
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FALL 2019 ISSUE
Along with some help, Reza Irani brings a passenger back to life
“All of a sudden I hear one of the Screening Officers calling out ‘call 911’’ and I had no idea what was going on,” says Reza Irani, a Service Delivery Manager at Vancouver International Airport while doing his normal routine, taking care of breaks and oversight at the checkpoint. What started out as a steady shift for him, quickly turned out to be an experience he will never forget. “I went to line number one and saw a woman lying on the ground. She was not moving!” explains Reza. Within minutes, Reza found out that the man standing in line behind her is a paramedic, he claimed that she has had a heart attack and was not breathing. “I
went to SDM Gurinder Besahati and told him to call 911” says Reza. The paramedic then moved the passenger from the machine and started giving CPR, but she was not responding.
Thankfully, Reza had taken First Aid classes and quickly thought of the AED machine located at the information desk. He came back to the woman and started giving her shocks, while the paramedic was continuously giving her CPR. Additionally, the woman in front of her was also a nurse, helping out as much as she could. After about 12 minutes, the paramedics showed up. “By this
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time, the paramedic, the nurse and I had revived her, she was out of cardiac arrest” explains Reza. With the help of the paramedic and the nurse, it was Reza’s quick thinking and knowledge from First Aid classes that helped save the woman’s life. Reza realizes that without his knowledge of First Aid, he wouldn’t have been equipped to act quickly, knowing exactly what to do in that given moment. Shortly after, when the woman’s condition was stabilized with the help of the machine, Reza noticed a man standing close by holding a
purse. “He stood there for literally 20 minutes looking at her and not moving. He did not speak, he did not move, he did not say a word.” Reza approached him and asked if he could help in any way, and the man replied, “That's my wife!” YVR authorities came and tried to talk to him, and he was visibly in shock as he was not saying much. After a few minutes, he calmed down and started talking more. He came out of the shock and the paramedics started asking questions. Her husband said, “She’s never been in a hospital in her life, never.” Knowing where the AED machine is located at every Information desk bought him time to act quickly. “I have my First Aid Course completed, which is valid for up to
G4S SECURE SOLUTIONS, Aviation Division
Pictured Above: Remco Loevendie - Chief Operating Officer and Peter Panaritis - Chief Executive Officer presenting Reza Irani with the President’s Humanitarian Award.
2-3 years. I always take the refresher course, because it’s always good to know,” says Reza. In the end, the woman’s condition was stabilized. “We helped revive
her and that was a good sign. All we know is that when she was transported to the hospital she was alive [and she had her pulse]” says Reza.
The President’s Humanitarian Award - Every day we encounter stories of bravery at G4S - whether it is of an employee helping to prevent suicide, performing CPR or first aid to save a life, or even delivering a baby. In appreciation of the outstanding efforts demonstrated by members of our team that went above and beyond the call of duty, G4S employees are presented with the President’s Humanitarian Award. This award is issued throughout the year in recognition of efforts made with respect to the preservation and promotion of a human life.
G4S has partnered up with Goodlife Fitness, and is offering 40% off regular membership rates for all G4S employees! Contact salariedpayrollandbenefits@ca.g4s.com To find a club enar you visit, www.goodlifefitness.com or call 1.800.597.1348
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FALL 2019 ISSUE
Employee Recognition Award Winners Announced Service Excellence Award recognizes employees for their outstanding level of work and effort, exemplifying behaviors that directly reflect our company values – Integrity, Teamwork & Collaboration and Performance, as well as Exceptional Customer Service and Professionalism. During the first quarter we recognize and congratulate the following winners for their exceptional performance during a three month period. For their great performance, all of the winners received a $250 VISA gift card and a letter of recognition that will be placed in their personal files. This quarter’s winners are:
Leonard Wells, YVR Screening Officer
Catherine Greengrass, YZP Screening Officer
This quarters nominees are: Salimi Fatemeh - Screening Officer YVR Miquel d’Assumpcao - Screening Officer YVR Leonard Well - Screening Officer YVR Elizabeth Hecimovic - Screening Officer YYD Catherine Greengrass - Screening Officer YZP Reza Irani - Service Delivery Manager YVR Daniel Cramer - Service Delivery Manager YYD Troy Mills - Support Staff/Manager YXS Crystal McHattie - Support Staff/Manager YVR
Daniel Cramer, YYD Service Delivery Manager
Troy Mills, YXS Regional Manager
Crystal McHattie, YVR Duty Manager
Performance Excellence Award (YVR only)recognizes Screening Officers who have near perfect attendance (no NSNC’s, no book-offs, no lates) and have no performance related issues such as PERS, infractions or discipline. Every quarter, Screening Officers who qualify in all of those areas will be receive a $100 VISA gift-card. Second Quarter winners are:
Agraviador, Kristtan D Chao, Han-chang B Duong, Hoang T George, Mohan Congratulations to all nominees in the second quarter! Gloria, Joel Hosseinkhan, Marzieh Liu, Liyi P Marquez, Maria Nelia Remember, in order to make sure this program is a success, Morante, Hilarion B we need everyone’s involvement and participation. Nominating someone does not require a lot of time, however, recognizing a Paz, Michael R colleague’s efforts will go a long way in creating an engaged and Prelec-Lovren, Dragana positive environment! To nominate, simply fill out the Service Excellence Nomination form and include a detailed description as Wilkinson, Shane E to why you think they are deserving of the award. Then and email Wong, Patrick T it to aviation.recognition@ca.g4s.com Congratulations to all on the well deserved win!
Congratulations to All! Page 10
G4S SECURE SOLUTIONS, Aviation Division
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FALL 2019 ISSUE
G4S SECURE SOLUTIONS, Aviation Division
Did you know?? As a current G4S Employee, you are eligible for an exclusive travel discount for vacation packages and flights with West Jet and Air Canada! Vacation Packages: 5% PRE TAX DISCOUNT on any Cruise, Land Tours or Sun Vacation Packages Flights with West Jet: 3% to 6% PRE TAX DISCOUNT on Econoflex Fares and above within Canada and to the United States (Econo/Standard and basic fares excluded) Flights with Air Canada: 5% PRE TAX DISCOUNT on flex fares and above for worldwide travel (Tango/Standard and Basic Fares excluded)
For more information, please contact: Uniglobe Bon Voyage Travel #303-1448 Lawrence Ave East Toronto, Ontrario M4A 2V6 T:416.425.5885 ext.4212 louanne@ubvt.ca
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G4S SECURE SOLUTIONS, Aviation Division
Kudos to our staff who receive positive feedback from passengers, managers and staff alike. Keep up the great work! Justin Augusinte - Screening Officer, YQQ: A passenger wrote to CATSA, explaining that his daughter and partner were leaving Comox Airport. “It was an emotional departure as we were leaving home, the screening staff were extremely caring and professional and just quietly handed out tissue while they continued about their work. It was a very caring gesture that was much appreciated. Thanks to staff member Justin! Great Job! Stephen Riding - Screening Officer, YXS: Stephen was recognized for the fifth time for providing exceptional customer service to travelling passengers. A passanger going through the Prince George Airport said she “was provided outstanding assistance by Stephen. He was a great screening officer to deal with.” Jim Doucette, Director, Service Delivery - CATSA extends his congratulations and appreciation for Stephen’s commitment to customer service. Jamie Pearce - Service Delivery Manager, YVR: the passenger wrote “On Saturday, June1st at about 5:00pm my wife and I went through International Security at YVR. As I was putting my belt back on I realized I no longer had my money pouch containing cash, debit and credit cards which had been attached to it. Not a good way to start a holiday. I notified a member of your staff, Jamie, who searched the area back to the entrance. As I had removed the belt in the lounge at the Fairmont Airport Hotel the pouch after lunch, I called them and asked for their help. They found it and kindly delivered it to Security entrance where it was handed to another of your employees. It would have been easy for Jamie and his colleagues to simply shrug, perhaps feel a bit sorry for the harried traveler and get on with their work, but they didn’t. There was genuine concern for my wife and I, and they turned an unfortunate incident into a positive one. Please pass on our thanks to Jamie, another employee I believe may have been his supervisor, with recognition to his peers and others on his team that day. SDM Jamie PEARCE was approached by a family of 4 to compliment the screeners on line 9. The family said that their bags were searched thouroughly and that they felt all the screeners did an excellent job. The parents were surprised to see screening staff upbeat, smiling and friendly while still doing a security related job effectively and efficiently. The Passengers said that they were from California and that, despite knowing of “Canada’s famed friendliness” they were still surpirsed to see it while leaving to go home. The screeners pointed out for their excellence were Asha Guru, Brandon Stonehouse, Benita Segui-Andaluz, Ghazanfar Shahzad, Jan Pineda, Jaspreet Bal, Pradeep Kovelakaru, and Reyhaneh Asgari. All 8 agents were thanked and congratulated by SDM Jamie PEARCE Yugesh Narain - Screening Officer, YVR: After observing Yugesh Narain exhibit above and beyond customer service at Transborder while working at the walk through medical detector! I provided Yugesh with a thank card and $10 YVR Bucks and spoke to him in person about his customer service skills with passengers at the WTMD. Yugesh smiles and thanks passengers who walk through and exhibited care and friendliness when dealing with a SSSS pax around 11:30 at TB today. Seeing this level of customer service twice leads me to believe that this is how Yugesh always is and his friendly demeanor goes a long way in making the screening process more pleasant for passengers. Anna Koval - Service Delivery Manager, YVR: At approx. 16:55, a 2 year old girl showed up at the Domestic South checkpoint, with no parents around, and was screaming and crying. She would not talk and was visibly frightened. SDM Anna KOVAL apparently did a fantastic job of calming her down, so much so that the little girl sat in Anna’s lap at the podium for approx. 15 minutes before her father came and got her. Anna showed a lot of patience and compassion for the little girl. The actions taken by Anna had a positive effect on the little girl, as Anna was able to bond with her and gain her trust. Anna could have just as easily called YVR Ops or could have passed the girl off to someone else but instead took the initiative to comfort the little girl. This is a great example of going “Above and Beyond” in providing excellent customer service to YVR passengers. Clotilde Catantan - Kudos to Clotilde for preventing a breach. A duty free LAG nearly made it into the sterile area without being screened due to a stressful situatiion at the PSOB station. The PAX was upset that one of his duty free LAGS was not permitted, and once he chose to abondon his unsealed Duty Free, he asked “can I go now?” and he was cleared to leave. Clotilde noticed the sealed bag did not have the STEBS tape, and she stepped in to ensure that the LAG was screened. Kudos Clotilde. Milad Baghouei - A passenger came to the podium to let all the SDMs know that he appreciated Milad’s excellent customer service. SO Milad was at S2 position. He found a couple of elderly passengers with language barrier and he jumped in to help the divestor. He was very helpful with the passengers for the process through divesting. Kudos to Milad!!
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Publisher Remco Loevendie, Chief Operating Officer Copywriter and Graphic Design & Layout Milana Bucan, Communications & HR Coordinator
Tell us what’s going on at your airport and in your community! Please email stories and pictures to aviation.communications@ca.g4s.com
THANK YOU to those who contributed stories and photos for this issue!