COVID-19: A FAQ for Associates

The Army & Air Force Exchange Service cares about the health and well-being of its worldwide workforce. Associates like you are the backbone of our nearly 125-year-old organization, and we have your best interest at heart as you serve Warfighters and their families during the COVID-19 pandemic.

You may have questions about the pandemic and what it means for you at work. The Exchange’s HR team has curated a list of frequently asked questions and responses. The Exchange Post will update this FAQ as needed throughout the crisis.

Q1. What is novel coronavirus or COVID-19?

A1. Coronaviruses are a large family of viruses. Some cause illness in people, and others, such as canine and feline coronaviruses, only affect animals. A novel coronavirus is a new coronavirus that has not been previously identified. The virus causing coronavirus disease 2019 (COVID-19), is not the same as the coronaviruses that commonly circulate among humans and cause mild illness, like the common cold.

Q2. How does COVID-19 spread?

A2. According to the Centers for Disease Control and Prevention (CDC), COVID-19 is thought to spread primarily through person-to-person contact:

• Between people in close contact with one another (within about 6 feet).
• Through respiratory droplets produced when an infected person coughs or sneezes.
• These droplets can land in the mouths or noses of people who are nearby or possibly be inhaled into the lungs.

Q3. What is the Exchange doing to keep associates healthy?

A3. To keep our workforce healthy, the Exchange supports preventive measures recommend by the CDC. Common practices, such as washing hands, help limit the spread of the virus.

If you are sick, please notify your supervisor and stay home. The Exchange will make every effort to accommodate associate leave requests, applying a liberal leave policy or unpaid time off for regular full-time, part-time and intermittent associates.

The Exchange has deployed resources to help associates stay well physically and mentally. Signs to encourage good hygiene and reinforce hand-washing, with guidance from the CDC, have been posted in restrooms. Hand sanitizer is available as well.

Associates who are feeling anxious or stressed because of COVID-19 are encouraged to reach out to the Employee Assistance Program for additional assistance.

Q4. What happens if I (or a member of my family) get sick?

A4. If you are sick or need to care for a sick family member, please contact your supervisor and stay home. The Exchange will make every effort to accommodate leave requests for all associates, applying a liberal leave policy or unpaid time off to alleviate the stress caused by this difficult situation.

Please remember:

• You must follow established call-in procedures if you are not feeling well.
• If you are a regular full-time or regular part-time associate, you must contact Managed Disability (1-800-644-2386) if your absence exceeds more than five calendar days.
• If you are an intermittent or temporary associate and will be absent three or more consecutive workdays, you must have a medical certificate from a doctor certifying you were not able to work because you were sick.
• In overseas locations, local national policies and procedures regarding medical certifications, absences and leave will be applied to the local national workforce.

If you are in CONUS and are insured through Aetna, you have COVID-19-related benefits available to you. Aetna is waiving the member costs associated with diagnostic testing related to COVID-19.

For the next 90 days, your DoD NAF Health Benefits Program plan with Aetna will offer zero co-pays for telemedicine visits for any reason. Aetna members should use telemedicine as their first line of defense to limit potential exposure in physician offices. Co-pays will be waived for all Teladoc general medicine and behavioral health consults as well as in-network providers delivering virtual care.

Q5. What do I do if I suspect I have been exposed to or have COVID-19?

A5. You are encouraged to notify your supervisor and stay home. We encourage you to seek advice from your healthcare provider. Liberal leave policies apply.

Q6. What do I do if I have come in physical contact (within 6 feet) with a person infected with COVID-19?

A6. Please inform your supervisor that you have come in physical contact with an individual who tested positive for COVID-19. We encourage you to stay home and seek advice from your healthcare provider. Liberal leave policies apply.

Q7. I need to self-quarantine. Now what?

A7.  If you are self-quarantining, please let your supervisor know and do not come to work. It is important to follow your primary care provider’s guidance. The Exchange is committed to working with you to accommodate leave requests or unpaid time off.

In some cases, where appropriate and with supervisor approval, associates could have the option to telework while self-quarantining.

Q8. Can I work from home?

A8.  For associates whose jobs are portable, teleworking may be option. Please discuss with your supervisor.

Q9. What happens if my Exchange workplace closes or cuts hours?

A9. Many Exchange stores in the United States and overseas are curtailing hours. The Exchange is committed to minimizing the adverse impact the virus may have on our workforce, customers and communities we serve.

Applicable policies and regulations, to include collective bargaining agreements and host nation agreements, will be followed in the event hours need to be reduced.  In the event of a facility closure, the Exchange will work to reassign associates or may take other action, to include applying liberal leave and/or paying administrative leave.

Q10. Our area’s schools are closed, and I need to care for my children. What kind of leave is available to me?

A10. The Exchange understands the stress that social distancing is creating. Liberal leave policies, including unpaid time off, apply. Where appropriate, teleworking could be an option. Please speak with your supervisor.

Q11. Other retailers are closing and are continuing to pay their employees. Why isn’t the Exchange doing this?

A11. For nearly 125 years, the Exchange has stood by our Nation’s Warfighters in the most difficult circumstances. During war and natural disasters, we go where they go. Unless directed by the Services or installation command, we will remain open to serve those who serve us.

The Exchange’s mission is unique—the support provided to the military community is unrivaled. The Exchange deeply cares about its associates who, in turn, are passionate about taking care of Soldiers, Airmen and military families, especially in times of crisis. We want you to be healthy—your well-being is important to us. Therefore, liberal leave policies apply during this time.

Q12.  I am not comfortable coming to work because of COVID-19. What do I do?

A12. Talk to your medical provider to assess your risk and make a well-informed decision. If you do not feel comfortable reporting to work, please speak with your supervisor about our liberal leave policy.

Q13. The pandemic means no official Exchange travel, including PCS’ing, right? Can I still take personal trips?

A13. The Exchange is part of the Department of Defense. In accordance with guidance from the Secretary of Defense, domestic and foreign travel has been curtailed until May 11 to limit exposure to and spread of COVID-19. This includes official TDYs and PCSs. Guidance was released March 13 and went into effect March 16.

PCSs are suspended for 60 days. If you were scheduled to PCS, HR’s Talent team will be in contact with you.

For personal travel, associates are encouraged to consider risks that being away from home could have on family and colleagues. You are encouraged to know and understand travel restrictions in your area.

Q14. Whom can I reach out to for additional questions or information? 

A14. Please reach out to us through our HR Support Center at HRSC@aafes.com. You are also encouraged to contact your supervisor.