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.
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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.
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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
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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.
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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.
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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.
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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.
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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