In Touch – The Greatest Gifts
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The season of giving is here. And I want to share with you a few gifts that mean more to me than anything.
They’re words of thanks from the people we serve.
You all work every day to make a positive difference in people’s lives. So when we get notes from people we’ve helped, confirming in their own words that we really did make a difference, they’re just like little presents to me.
I’m happy to say that while each one of these comments is precious, they’re not rare. We get a steady stream from our operations in every corner of the county. But I’ve picked out a few that really struck me. I hope that even if a story is not from your department, you’ll feel pride and satisfaction as part of our one County team.
Some are long or have private details, so in many cases I’m sharing excerpts.
This one is from a former probationer to Officer John Betts.
I wanted to take the time to contact you and say with utmost sincerity: thank you.
You always supported me and did your best to make a difficult time in my life as easy as you could. Life has absolutely been very rough since that time, but as of recently, I was finally able to enlist in the U.S. Army. I ship out soon and will finally be able to achieve my dream. You played a part in getting me this far, and I owe you for it.
…you put your trust in me to behave and treated me like an equal man, and that allowed me to conduct myself in a manner that would see me to my goals.
This is a perfect example of the approach to rehabilitation Probation now takes. Yes, they’re keeping us safe. But they’re doing it by giving the people they supervise respect and the direction to fully participate in the community.
Many County jobs involve working with people at the worst moments of their lives. After a violent incident at an office complex, the County’s Behavioral Health Services was there to counsel traumatized workers. A manager wrote:
…we had a much needed session with Dr. Laura Vleugels and Amanda Kaufman for our tenants. They have been knowledgeable, compassionate, patient and helpful. We have never dealt with anything like this, and having their professional support was such a blessing.
Thank you for all the critical work you do. We are lucky to have you!
People often don’t realize all the ways we offer support until they’re in a crisis themselves.
Winding up in a hospital is stressful enough. Dealing with government forms on top of that doesn’t help. So one patient was extremely moved by the work of public health staff who visited him in a hospital and placed him in housing for his recovery.
They both made me feel comfortable and no tension or high anxiety existed. [They] guided me like skilled tacticians through the paperwork and requirements of the program. I’m deeply grateful and highly honored to be able to be given an opportunity although through my illness it humbles me to participate in such a program. And again all three of the County employees who assisted me in this arduous task did a excellent job. All I can say is Thanks, Thanks, Thanks.
It’s a great case of our HEART principles in action.
We know Purchasing & Contracting rules are there for very good reasons. But they can be tough to navigate, for employees and public alike! So Purchasing staff have their work cut out for them when helping people through the system.
"...In the 10 years of participating in bid processes across the nation, I have never seen a better, more professional, more transparent bid process than that conducted by Kristen. Her courtesy and outreach were unmatched. You have a great asset in Kristen and she reflects well for the County."
You get praise for your procurement, that’s something!
There’s so much to like about this next one from a repeat customer, most recently dealing with Environmental Health.
[They] chose to go the extra mile for their customer. lt just leaves you with a good feeling. Not that this experience was unusual. I have been to the County Operations Center about 5-6 times for various issues and while I have not always gotten the results I sought, I have always gotten the sense that the people working those desks are knowledgeable and want to help you succeed if they possibly can. The whole way things are done at County Operations impresses me as about as rational and efficient as you could hope for – no small achievement given the thicket of rules, regulations, and records that they contend with.
It’s true – we can’t always give people what they want. What we can always do is be helpful, informative and understanding. And the fact that this customer has consistently had positive interactions with us speaks volumes about the entire culture of exceptional customer service we’ve developed.
Here’s more evidence of that culture, in a few short messages from visitors to our Assessor/Recorder/County Clerk offices.
This office has always provided the best experience. Thank you for your 5-star service.
I felt like I was at a retail establishment – not a county facility.
This is an office that every county office in California should copy.
Exceeding expectations. Serving as a model. Each remark has a little bow on it in my eyes and brings me so much joy.
I’ve focused here on messages from the public to those who interact directly with them. But I understand well that for every person working at a counter or in the field, there’s a whole network of employees behind the scenes performing jobs that contribute to the customer’s experience. The thanks we get extend to you. Gratitude has a magical quality: there’s no limit to how much it can be shared.
And now my turn. My thanks to you all for another amazing year. Like the customers said, you really are the best. I hope you have a wonderful holiday season with loved ones, and I look forward to new messages from happy customers in the new year.
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