Less than two years ago, Julia Perry joined TSA, and she’s already putting her stamp on the agency when it comes to caring and compassion for passengers.
Perry, a lead TSA officer at Denver International Airport (DEN), was named the 2023 Passenger Support Specialist (PSS) of the Year at the annual TSA Honorary Awards Ceremony.
“It’s very humbling” is how she reacted when learning she won the prestigious award.
“Every passenger should be offered some sense of compassion without compromising security,” said Perry, who is among the hundreds of trained PSSs at airports across the country as part of the TSA Cares program.
TSA Cares provides information on security procedures aimed at helping passengers with disabilities, medical conditions and individuals needing additional assistance during screening. If additional help is needed, travelers can request a PSS to help them through the screening process.
Perry said “the ability to add a personalized experience to those in need and guide them through the screening process with dignity and empathy” is what makes the voluntary position so important to TSA and our airport passengers.
She partners with several community groups in the Denver area including Rocky Mountain Downs, Wheelchairs 4 Kids, Colorado Center for the Blind, and Wings for All and recently led a tour of disabled young adults from the Brighton Transition Learning Center. The students were so thrilled with their airport experience they each sent Perry personal thank you notes.
When asked what inspired her to become a PSS, Perry replied, “I have a lot of friends who have had special needs. I also have a strong background in many different nonprofit/outreach capacities.”
Soon after joining TSA in August 2022, Perry asked for additional training to become part of the DEN PSS team. Now, passengers frequently compliment her and request her by name to help them through screening.
“Gratitude has come in many different forms,” she said. “Immediate verbal comments, comments sent in, and in some rare occasions, homemade cards.”
Perry regularly helps travelers with all kinds of needs.
“They have ranged from mothers who need a third (or fourth) hand, older folks, those with medical devices, wheelchairs, sight impairment and those with neurological needs,” she described. “I was even privileged to help actor Henry Winkler and his wife, Stacey, when they experienced some issues with their boarding passes.”
Colorado TSA Federal Security Director Doug Cruz is impressed by Perry’s professionalism and dedication to the traveling public.
“Lead Officer Perry brings energy and enthusiasm to the job every day,” emphasized Cruz. “She has a unique ability to anticipate the needs of passengers and to work with them in a supportive and genuine way without compromising security during the screening process. TSA Colorado is honored that Lead TSA Officer Perry was recognized as PSS of the Year.”
Perry was recently featured in a news segment that aired on KCNC-TV, the Denver CBS affiliate, highlighting her being named TSA’s PSS of the Year. The story featured the connections she has made with local nonprofits and organizations including the Autism Society of Colorado.
“We have so many amazing officers here in Colorado who step up to this role in a big way,” Perry noted. “I’m humbled to be honored for my contributions, yet so many officers can and do embody the spirit that got me here. Any one of them could easily be here instead of me, and I hope to see them up here soon.”
By Don Wagner, TSA Strategic Communications & Public Affairs