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10-11-2017 Retreat MeetingRETREAT OF THE ISLE OF WIGHT COUNTY BOARD OF SUPERVISORS HELD AT THE ODU TRI CITIES CENTER ON WEDNESDAY, THE ELEVENTH DAY OF OCTOBER AND THURSDAY, THE TWELFIETH DAY OF OCTOBER IN THE YEAR TWO THOUSAND AND SEVENTEEN PRESENT: Rex W. Alphin, Chairman, Carrsville District William M. McCarty, Vice -Chairman, Newport District Rudolph Jefferson, Hardy District Joel C. Acree, Windsor District Richard L. Grice, Smithfield District ALSO IN ATTENDANCE: Mark C. Popovich, County Attorney Randy R. Keaton, County Administrator Donald T. Robertson, Assistant County Administrator Carey M. Storm, Clerk The retreat was called to order at 9:00 a.m. on Wednesday, October 11, 2017. Fallowing an introduction of Renee Rountree, Integrated Loyalty Systems, as the Retreat's Facilitator, the Board participated in an exercise involving the pairing up of and introduction of a partner intended to create a relaxed atmosphere and build relationships. Loyalty was defined, its importance to a service or brand, and where loyalty comes from was discussed. Individual stories of loyalty were shared. Customer service and recommended standards for same were discussed. The 10 by 4 rule was shared which involves eye contact being made if an individual is within 10 feet of another individual and speaking to another individual if you are within four feet of them. It was also recommended that always look persons in the eye and address them by name, if known. 11 Mission statement/community of choice committed to excellence The consensus of the Board for attributes of the County were expressed as consistent customer service; quality of life; good schools; environment; enhancement of natural amenities; caring; safe; a community you can call home; preservation of green space; and, a community of choice. The County's branding was discussed and the following recommendations were voiced: A community of choice we all call home; a community of choice that we can be committed to; a caring community of choice committed to excellence and citizen services; family friendly community of choice; and, CARE = community/ agricultural/rural heritage or preservation/excellence in citizen care or customer service. 11 A status of the following Board goals for 2017 was provided by Mr. Robertson: revisit Sign Ordinance regarding businesses and the permitting process customer service training for all staff levels citizen training videos for County processes video tutorials on tax process on County's website. Include a greeting from the various Department Directors County compliance with its own rules and regulations intergovernmental water/sewer/utilities program review of County's Comprehensive Plan with the Towns of Smithfield and Windsor support economic development in the pursuit of water -using businesses and maintenance of existing businesses enhancement of Storm Water Division limited tax increases for the foreseeable future allocation of funds to Unassigned Fund Balance for future capital projects maintaining current relationship with School Board and funding of its budget at a level that shows the Board's value anticipate additional resources for Sheriffs Department as growth occurs pad -ready sites with available utilities return refuse and recycling centers to former hours of operation staff to be the most customer -oriented group in Hampton Roads utilization of technology to better inform citizens growth assistance for small County businesses funding policy for fire and rescue organizations consolidation of services where overlap exists (pap erlfuellbeautification) annual increase of Unassigned Fund Balance single insurance policy for fire and rescue organizations options be communicated to citizens with code violations no exemption to County from its ordinances results of economic development efforts provided to citizens monetary compensation to employees through performance-based raises consolidation of IT, ground and vehicle maintenance services public education of storm water requirements .3% COLA for all County employees increase of tax revenues business -friendly environment increase residential property taxes by $.05 to $.06 present several budget scenarios mandated services report expense versus cost -to -operate fire and rescue operations The following goals were noted as accomplished by Mr. Robertson: customer service training for all staff levels citizen training videos for County processes allocation of funds to Unassigned Fund Balance for future capital projects maintaining current relationship with School Board and funding of its budget at a Ievel that shows the Board's value return refuse and recycling centers to former hours of operation 2 annual increase of Unassigned Fund Balance options be communicated to citizens with code violations monetary compensation to employees through performance-based raises The following goals were noted as in process by Mr. Robertson: review of comprehensive plan revisiting the sign ordinance staff to be most customer oriented in Hampton roads Single insurance policy for fire and rescue needs further discussion Annual review of the County's Mission Statement was recommended and dialogue specific in nature with clear concise direction to staff from the Board was suggested about its priorities and associated timeframes so that departmental goals could be developed and tracked. Noted as important to the Board was great customer service; upkeep of buildings and grounds; litter control; welcome signs; dumping of old cars; dead landscaping; clean and repaired County cars. Following a break for lunch, the Board agreed that its responsibility is to listen to citizens' complaints, but that said complaints are to be followed up by staff. It was recognized that all customers are deserving of equal customer service; however, different types of customer service may need to be provided by staff to everyone. A role play exercise was conducted by the Board and staff for addressing citizens' concerns about the County's need to be fiscally responsible; the high cost of County water; balancing of the County's utility fund; and, structure of and funding of the County's fire and rescue organizations. 11 The Board watched a video and identified its priority filters for the County as being public safety on core services offered; friendly, courteous and professional service; attitudes, actions and appearances; and, efficiency. The Board participated in a scenario depicting an irate citizen who built an illegal structure on his property and has been advised to either remove the structure or go through the permitting process. The retreat recessed at 3:30 p.m. until the following day, Thursday, October 12, 2017 at 9:00 a.m. The retreat was called back to order on Thursday, October 12, 2017 at 9:00 a.m. at the Modeling, Analysis & Simulation Center located at Old Dominion University at 1030 University Boulevard, Suffolk, Virginia. 3 PRESENT: Rex W. Alphin, Chairman, Carrsville District William M. McCarty, Vice -Chairman, Newport District Rudolph Jefferson, Hardy District Joel C. Acree, Windsor District Richard L. Grice, Smithfield District ALSO IN ATTENDANCE: Mark C. Popovich, County Attorney Randy R. Keaton, County Administrator Donald T. Robertson, Assistant County Administrator Carey M. Storm, Clerk David Smith, Director of Parks & Recreation Wendy Hu, Director of Budget & Finance Jeff Terwilliger, Chief of Emergency Services Jamie Oliver, Transportation Planner Mark Drumheller, Inspections Tony Wilson, Director of Public Works Judy Winslow, Director of Tourism Jason Gray, Director of Information Technology Mary Beth Johnson, Director of Human Resources Amy Ring, Director of Planning & Zoning Tom Elder, Director of Economic Development Don Jennings, Director of Utility Services Renee Rountree, Facilitator and Coach, provided a recap of the Retreat held the previous day, Wednesday, October 11, 2017, Mary Beth Johnson, Director of Human Resources, discussed the County's Value Statements, The County's Team Values of respect, responsiveness, accountability and demonstrated team spirit were discussed and a review of the County's performance review process was conducted. 11 An overview of the County's various department functions was provided by Mr. Robertson, followed by a status of ongoing projects within the various County departments. Under Budget & Finance, revisions to the budget process were discussed, followed by procurement and shared services. Under Economic Development, the Shirley T. Holland Industrial Park site readiness and marketing efforts were discussed. Under Human Resources, training, hiring and revamp of the safety policy was discussed. Under Parks & Recreation, the kayak launch, expansion of and more accessibility of playground equipment, fairgrounds and Tyler's Beach was discussed. Under Planning & Zoning, the Comprehensive Plan, a video educating the public on the permitting processing, ordinance revisions, Comprehensive Plan review position, certification of Planning Commission members and the student leadership program was discussed. Under Public Safety, the new E911 radio system, tower site preparations, temporary relocation and training of E-911 staff on new equipment, County - provided training for volunteer fire and EMS and standard operating guidelines for weather events were discussed. Under Public Utilities, the residential water meter replacement program, Heritage Park and Windsor High School storm water projects, Rushmere, Intergovernmental Water & Sewer Task Force and the Route 10 waterline expansion was discussed. Following a break for lunch, discussion continued about the Lawns Point waterline extension and the need for a proposed shop and office facility. Under Public Works, operating hours for convenience centers, litter pickup efforts, cleanup efforts at transfer site, capital maintenance fund, in-house custodial services, new electrical/plumbing position and a monitoring system for generators was discussed. Under the Tourism Department, an update of website design, mobile signage, the County Beat and special events at Heritage Park were discussed. Under Transportation, Nike Park Trail and management of traffic during construction of the project, Morgart's Beach paving project, Turner Drive project and the Smithfield sidewalk project was discussed. Under Information Technology, viewership of Board meetings, new equipment, MUNIS, GIS and drones were discussed. 1, Following discussion on the desire for the County to be known across the Commonwealth for its quality of service, the consensus of the Board is that its rebranding be "A Community of Choice that Cares" with an emphasis on Choice, Accountability, Rural Heritage, Excellence and Service. The Board adjourned its retreat at 4:00 p.m. 6;; G� Rex w. Alphin, Chairman CareyIIISt , Clerk