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HomeMy WebLinkAboutVI (D) Discussion/Action re: RSVP Program AGENDA 9-5-95 o\ Ocoee Item VI D n v p fyf*OF GovNo4 PEGGY PSALEDAKIS,DIRECTOR PERSONNEL/EMPLOYEE RELATIONS 150 N.LAKESHORE DRIVE•OCOEE,FLORIDA 34761 (407)656-2322 WELCOME TO THE CITY OF OCOEE RSVP LINE THE PRIDE OF WEST ORANGE PROJECT: RSVP "WE WILL BE PLEASED TO RESPOND TO YOUR CONCERN" PURPOSE: TO ESTABLISH A BETTER RELATIONSHIP BETWEEN THE CITIZENS, MANAGEMENT, COMMISSIONERS, AND EMPLOYEES, IN THE AREA OF COMMUNICATIONS AND SERVICES. MISSION STATEMENT RSVP LINE "We want to 'Zero' in on citizen problems: " "We want to 'Zero ' in on your concerns. " "We want to hear your comments, Good and Bad!" As civil servants, our duty is to perform those tasks assigned to us and render the best service possible to the community. The strength in a community rests within its spirit. The citizens and management working together can create an inseparable bond. Therein lies, our COMMUNITY SPIRIT. COMMENTS & CONCERNS RECEIVED FROM THE COMMUNITY I. Why do commission meetings last so long? 2. How do I get on the agenda at a commission meeting? 3. If I tell you where I live, will you tell me who my commissioner is? 4. I like what my commissioner said during the last commission meeting. Will you tell him/her? S. The City is doing a good job. Please tell the City for me. 6. I did not like how the commission meeting went last night. Please let them know. Everyone views things differently. That is what good government is all about. COMPLAINTS RECEIVED FROM THE COMMUNITY• 1. When calling in, some citizens get transferred to the wrong person. 2. "John Doe has five cars in his yard and you're not doing anything about it!" 3. "City employees just drive around and don't report anything that isn't right; they don't report it because they have the attitude that it's someone else's job." 4. "The City does nothing until after something happens and only then do they act on it!" 5. "Jane Doe just put up a new fence in her yard and it's higher than mine!" IT GOES ON AND ON, WE'RE SURE YOU'VE HEARD IT ALL. THE FOLLOWING IS A SOLUTION THE RSVP LINE WHAT IS IT? A Special Line into City Hall to increase communication between residents and the City. The line will be answered by the Receptionist as follows: "Thank you for calling the RSVP line, how can we help you?" It is intended for use as an alternative to written correspondence and for citizens to express their opinions on issues of concern. Residents in Ocoee may use the line to register their views on City issues. The recorded comments shall be summarized and forwarded to every member of the Commission as long as callers identify themselves by leaving their name and address; anonymous messages shall be disregarded. Having names and addresses shall allow members of the Commission to respond personally to their constituents' inquires. PROCEDURE: The Receptionist will document the information obtained. He/she may be able to handle it immediately if it is only informational in nature. In the event it is a complaint or a problem, he/she will document the information obtained and forward the Action Memorandum immediately to the proper department. All incoming calls from the RSVP line will be documented on the Action Memorandum. At the close of each days business, the Action Memorandums will be forwarded to the Office of the City Manager. This will be a 24 hour line. A recorder will be attached to retrieve information at the start of the next business day. PURPOSE To expedite complaints/problems as quickly as possible and to improve communications between the City and community at large. THE CITIZENS BEGIN TO FEEL, WE REALLY CARE AND WE REALLY DO! CITY MANAGER ACTION MEMORANDUM WHAT IS IT? The official form used by the Receptionist to document complaints or concerns received from the RSVP recorder. All complaints, comments, and concerns are to be taken seriously and documented, regardless of how insignificant they may appear. HOW DOES IT WORK? Earlier we explained how the Receptionist will complete the information received by documenting it on the City Manager Action Memorandum. The next page is a copy of the City Manager Action Memorandum which shall be completed by the receptionist with as much information as he/she may obtain. In the event the caller is unsure of the District they are in, the receptionist will place the District in by looking up the District on the District map. The Receptionist will advise the caller that the information will be forwarded to the proper department for handling. The Receptionist shall forward the information to the proper department with a copy at the end of the day forwarded to the Office of the City Manager. The Department Head shall have 24 hours to handle the complaint and/or respond back to the complainant. The Department Head shall forward the Memorandum back to the Receptionist with the "Initial Action" section completed. In the event the Department Head indicates "Additional Action" is scheduled, the Department Head will so indicate. Once the Additional Action has been completed, the Department Head shall forward this information back to the Receptionist. The Receptionist shall document all information at each stage as it is received. The City Manager shall receive copies at all stages as it is received. All Elected Officials shall be provided copies each month of actions reported for each month. Elected Officials shall have the ability to request printouts upon request at any time of all recorded actions. PURPOSE To handle problems and forward comments and concerns as quickly as possible. The citizens begin to feel we really care, because we do care! + + CITY MANAGER ACTION MEMORANDUM + + Date, Time District: To Citizens Name • Address • Ocoee, Fl Phone : ( ) ( ) (Home) (Business) Location Complaint • Initial Action Response: Date: _ I _ I_ Time: _ Inspector: Is Additional Action Scheduled? If yes, when Additional Action Council Member Advised ( ) Yes ( ) No LOGISTICS • ADVISE ELECTED OFFICIALS OF PROJECT • INSTALL COMPUTER SOFTWARE • INSTALL DEDICATED TELEPHONE LINE • INSTALL "RED" PHONE AT RECEPTIONIST AREA • INSTALL DEDICATED PHONE RECORDER • TRAIN ALL STAFF IN THE USE AND PURPOSE OF THE CITY MANAGER ACTION MEMORANDUM FORM • PURCHASE BUMPER STICKERS FOR ALL CITY VEHICLES TO ADVERTISE AND ENCOURAGE CITIZENS TO "CALL THE RSVP LINE" • ASK ELECTED OFFICIALS TO ANNOUNCE THE "RSVP LINE" AT COMMISSION MEETINGS TO ENCOURAGE ITS USE BY CITIZENS • PRODUCE MONTHLY PRINT-OUT SHEETS FOR ELECTED OFFICIALS REPORTING TO THEM THE CALLS RECEIVED AND HOW THEY WERE HANDLED • THE PRINT-OUT SHEETS TO SHOW THE CALLS AS RECEIVED BY EACH CITY DISTRICT ANTICIPATED START DATE: ON OR BEFORE OCTOBER 1, 1995