We ♥ These Customer Service Teams

It’s that time of year people are sending valentines to each other. In the same spirit, I’m expressing my admiration to some of our colleagues for their dedication to our customers. 

I didn’t offer a lace-trimmed card, but I was proud to present them the annual HEART of Service Award, the highest recognition we give to employees for providing exceptional customer service.

This year the honors go to four different teams. And yes, these are all team efforts. While there are many things we all do individually to help customers, pulling together increases the impact beyond the sum of the parts. Here’s a brief look at the work each did.   

Bridges Out of Poverty

Breaking the cycle of poverty has become a focus at the County. And like most of the social issues we deal with, poverty is complex and not suited to one-size-fits-all solutions. Child Support Services and the Public Safety Group Executive Office brought a training program called Bridges Out of Poverty to San Diego. About 250 County employees from 25 different departments attended. They got insight into behaviors of people who struggle with poverty and learned communications tactics to use when dealing with people from a variety of backgrounds.

Know Our Customers is one of the steps of our Journey to a Positive Customer Experience, and the team that put on this event did excellent work helping us improve that understanding.

Communicable Disease Investigators

The County initiative Getting to Zero is named for the number of HIV infections we want to see in the region. A lofty goal, but we’re steadily moving there thanks to the efforts of a team of communicable disease investigators.

“Investigator” doesn’t convey all they do. They work in a variety of ways to prevent new infections, encourage people at risk to be tested, and direct those infected into treatment. That requires a lot of direct communications, often in the field at people’s homes or other locations.

A person’s health is a highly private, sensitive matter. These investigators use compassion, empathy and all the traits of HEART in helping clients get services they need and taking steps to protect the public’s health.

Movies in the Park

Last year, more than 40,000 people spent an evening at a local park enjoying a movie, free of charge. It was the 11th year of the Summer Movies in the Park program, which takes advantage of San Diego’s great weather and outdoor locations to provide this family-friendly entertainment opportunity.

Making it easy for the moviegoers takes a lot of work on our end. Coordinating with other cities that host the events. Lining up sponsors, so we can offer these movies without charging admission and keep them open to everyone. Dealing with the licenses needed to show top-notch films. Getting the word out to residents and visitors that they have this option.

Like the crews that support the stars on screen, this Parks and Recreation team does an incredible job behind the scenes to bring this event series to life.

Project One for All

Repeating what I and others have said before: homelessness is a highly complex issue. It has to be addressed on multiple fronts together.

Project One for All is one such multifaceted approach. It provides treatment and housing for people with a serious mental illness who are experiencing homelessness. From 2016, when the Board of Supervisors approved the initiative, through last August, nearly 800 people have gotten the stability of a place to live combined with the mental health services they need.

Complex issues take coordinated efforts, and the team supporting the project cuts across several departments. It’s a great case of uniting in service of one common goal.

These are just a few standout examples of how we’re delivering a positive customer experience. The great news is they’re not unusual. I see so many of you wearing your HEART on your sleeve, so to speak, in so many ways, every day. I applaud all your efforts and thank you for keeping customers always front and center in everything we do.   

P.S. Speaking of heart, we’re coming up on our annual Love Your Heart blood pressure screening event. It takes place Valentine’s Day, Feb. 14, and a number of County work sites will offer the screenings. Take a few minutes to know your numbers and help us make this year’s event the biggest ever. 

PerkSpot: Discounted Gym Membership

Burn calories – not money – by signing up for a gym membership through PerkSpot.

Get deals at 24-Hour Fitness, Curves, and Gold’s Gym. Perks range from waived registration fees to discounted monthly membership dues and even a free personal training session.

PerkSpot offers benefits and discounts through more than 400 service providers and retailers. Go to SDCounty.PerkSpot.com and shop. If you are new, click on “Create an Account” to register.

In addition, the YMCA waives registration fees for County employees.

Wellness Classes, Farmers Market Returns

Onsite Employee Wellness program will start back up in February. Get ready to sweat at a fitness class, melt the stress away at a relaxation and meditation session, and fill up on fruits and vegetables at onsite farmers markets.

The Exemptions Win!

More than a dozen teams took the field at Sweetwater Lane County Park this weekend in the Employee Wellness Intramural Softball Tournament. The event was a sure hit!

Congratulations to The Exemptions for clinching the championship. The runner-up was team Access Denied.

The Exemptions’ Roster:

·       Steve Alberto, Library

·       Michael Bautista, Purchasing and Contracting

·       Melanie Caramat, Purchasing and Contracting

·       Tanya Eames, Finance and General Government Group

·       William Eames, Purchasing and Contracting

·       Victoria Flores, Purchasing and Contracting

·       Oscar Garcia, Purchasing and Contracting

·       Rebecca Gomez, District Attorney

·       Jayme Gravett-Miller, Facilities Management

·       Randall Krogman, Purchasing and Contracting

·       Hugo Mora, Purchasing and Contracting

·       Jack Pellegrino, Purchasing and Contracting

·       Sabrina Powell, General Services

·       Carlos Santiago, Purchasing and Contracting

If you didn’t catch the tournament, see all the fun in this gallery.

700+ County Employees Participate in Homeless Count

It’s before 4 a.m., but Dinna Morris and Cecilia Wind and 38 other volunteers have gathered at the LGBT Community Center in Hillcrest, ready to begin their early morning task: count homeless people.

Morris and Wind and about 1,200 other people—more than 700 of them County employees—walked the streets, beaches and valleys across the region for the annual count of homeless people in San Diego County.

The Point-in-Time Count is spearheaded by the Regional Task Force on the Homeless and provides a one-day snapshot of people living on the streets or in short-term shelters. The results are used to apply for federal and state funding to help homeless people and find solutions on how to best serve this vulnerable population.

At the Center, the group of volunteers was divided into teams and headed out to walk the streets and alleys of Hillcrest, Old Town, Mission Hills and University Heights.

For four hours, they walked and drove, waking homeless people up to ask them a few questions to better understand what led them to live on the streets.

That’s how they came to find people like Willow, 43, who eagerly agreed to answer the short list of questions.

“You’re the people they warned us about,” said Willow laughing and referring to the fact that homeless people were notified in advance that volunteers would be roaming the streets to conduct the homeless count.

Brenda Velasco, a human services specialist with the County Northeast Family Resource Center, talks to a homeless man on University Ave. in Hillcrest.

Willow, who was sleeping on the sidewalk on Harvey Milk Street, said she became homeless five years ago after leaving an abusive relationship. She said she has some physical disabilities and some mental health disorders that prevent her from working or keeping a stable home. For her participation in the survey, Willow got a pair of socks and a $10 gift card to Starbucks.

Before Willow, the counters came across Tucker, 56, who was sleeping outside the Center. He’s been sleeping in the streets for the past 10 days and is the second time he’s been homeless in the past two years. Tucker also got a pair of socks and $10 for McDonald’s.

Not every homeless person agreed to be interviewed. Some did not even wake up. In those instances, the counters filled out an even shorter questionnaire, which noted where they were sleeping.

County employees have participated in the homeless count for the past six years after Supervisor Greg Cox brought the issue to the County Board of Supervisors, which agreed to allow employees to participate in the count and get their regular pay.

“I always wanted to do the count but did not have the time until this year,” said Morris, a deputy agricultural commissioner with the County’s Land Use and Environment Group.

“I like volunteering and believe this is important work,” said Morris, adding that she will do the count again next year.

This was also the first homeless count for Wind, a mental health clinician with the County’s Public Conservator.

Norma Diaz, a human services specialist with the County HIV/STD Outpatient Clinic, interviews a homeless man.

“I work with people who are mentally ill and homeless, so I have a passion for helping people out,” Wind said.

Last year, the region’s combined total came to 8,576 homeless people, the fourth highest number in the nation. They included veterans, families, victims of domestic violence, substance users, HIV/AIDS patients and the chronically homeless.

The results of this year’s homeless count will be released by the Regional Task Force on the Homeless later this spring.

Did you participate in the homeless count this year? Tell us about your experience in the comments!

Dare to Stair

Step up and join Employee Wellness’ first challenge of 2019. In Dare to Stair, participants will log their steps and stairs climbed to reach their New Year’s fitness goals and even win prizes.

To register, search for “Stairwell/Walking Campaign” in LMS. Employees requiring accommodation should email DHRWellness.FGG@sdcounty.ca.gov.

Dare to Stair runs through March 1. Download and print the log sheet today to track your activities during the challenge.

The last day to turn in the log is March 15.

County Participates in MLK Jr. Day Parade

The San Diego County Sheriff's Department, District Attorney's Office, Probation and the African American Association of County Employees (AAACE), an Employee Resource Group, honored Dr. Martin Luther King, Jr. by marching in the 39th Annual Martin Luther King Jr. Parade Monday.

County Facilities – What’s New for 2019?

THE INVESTIGATIONS, CRIME LAB AND EVIDENCE BUILDING

You work here so you know. The County of San Diego is always looking for new and better ways to improve customer service and operations. And that includes building new facilities that are technologically up to date, energy-efficient and better designed to help us help those who need our services.

This last year alone, General Services delivered on several huge projects: A new Investigations, Crime Lab and Evidence building in Kearny Mesa, the North Coastal Live Well Health Center in Oceanside, and a trifecta ­– a new library, park and Sheriff’s office on a 19-acre property in Borrego Springs. A new Probation Training Center opened its doors in Scripps Ranch and a new fire station in Pine Valley celebrated its grand opening Dec. 18. 

So, what’s next for 2019? Take a look below:

Openings

Assessor/Recorder/County Clerk East County Operations and Archive: Construction is underway on a new 23,900-square-foot facility in Santee. The current El Cajon facility is located inside a converted bank that was built in 1957. The new structure will include modern archival storage of historical documents. Completion is scheduled for the fall.    

Santa Ysabel Nature Center: The Parks Department has begun construction on a 6,000-square-foot nature center that will include interpretive and educational exhibits, a conference room for up to 100 people, an outdoor patio, an information area, restrooms and staff offices. The center will be located next to Highways 78 and 79 in Santa Ysabel. Construction will be completed in the fall.

New Beginnings  

Sheriff’s Technology and Information Center (STIC): Construction is underway on a new project that will house the Sheriff’s Data Services and Wireless Services Divisions. This project replaces the last two remaining buildings of the original 1960s County Operations Center campus. The new center, next to the Emergency Operations Center, will include a 40,000-square-foot administration building, a 7,000-square-foot technology building and a new radio tower to replace the existing one. The larger facility will include a 2,000-square-foot media center that can be used for news conferences during regional disasters. The project is scheduled for completion in fall 2020.

Lakeside Library: The County has purchased a site for a new approximately 17,000-square-foot library which will triple the size of the current branch built in 1962. The new zero-net-energy facility will include children and teen spaces, plus a community room. Procurement of a design-build contract is underway, with completion expected in 2021.

Southeastern Live Well Center: Procurement is also underway for a design-build contract for a new Live Well Center. The facility will consolidate the existing Southeast Family Resource Center, Public Health and Mental Health Services in one location. The center will also house Probation staff and offer meeting spaces to community groups. Completion is anticipated in fall 2021.

Cedar/Kettner Development Property: Negotiations began on developing the vacant land adjoining the Cedar/Kettner parking structure for a private residential and commercial project with 57 affordable housing units. Construction could start in late 2019/early 2020.  

Ohio Street Probation Office: Design-build procurement is underway for a new facility to replace the old Ohio Street office. The new building will be designed to provide rehabilitation and treatment support services. Completion is expected in late summer 2021.

Emergency Vehicle Operations Course: The project is in the design stage and a general contractor will be hired in early 2019. Construction will begin after the property closes escrow in 2019. Completion is anticipated in 2020.    

Palomar Mountain Fire Station Living Quarters: Design is also underway for new living quarters behind the existing fire house. It will provide approximately 1,900-square-feet of living space for six personnel. The project includes renovating an office in the fire house and other site improvements. Completion is expected in 2020.

Major Renovations and Remodeling

San Diego Juvenile Justice Campus: The Kearny Mesa site will be renovated and redeveloped to include an urban camp setting, new community supervision services, housing and support facilities. The first of three phases could be completed in late 2021.  

County Administration Center: Procurement of the design and construction team for the major systems upgrade will be completed in early 2019. The mechanical, electrical, plumbing and fire/life safety systems are approaching the end of their useful life and will be replaced in phases.

Bonita-Sunnyside Branch Library Expansion: Design-build procurement will complete in early 2019 for the expansion of the Bonita-Sunnyside Branch Library. Plans include a new children’s area, an expanded area for teens and various interior improvements. Completion is anticipated in fall 2020.

Planning Stages

Casa de Oro Library: A search is underway for a site to build a new approximately 15,000-square-foot library to replace the current branch located in a strip mall. The new facility will include for the first time a community room as well as specific areas for teens and children.  

Health Services Complex Replacement: Planning is underway to redevelop the Health Services Complex in the Midway District into a County Live Well Campus. The project would replace the Rosecrans facility, consolidate associated HHSA functions in the new building and provide a parking structure. The site will also be evaluated for the addition of affordable housing.  

For more information on planned and proposed construction projects, see General Services’ Current Capital Projects list.

W-2 Forms Are Coming Soon

If you’re itching to get your tax documents in order, W-2 forms will be sent to employees’ mailing addresses by the end of the month. You can also obtain a copy of your W-2 form on PeopleSoft Employee Self Service starting Jan. 31.

Central Payroll Administration has put together several resources for your reference. You can view W-2 frequently asked questions, learn how to reconcile your W-2 to your paycheck and 2019 tax changes.

For more information, visit the Central Payroll Administration InSite page.

County Employees Share Resolutions

With each new year comes new resolutions. Some of our employees share what their goals are for 2019 - from drinking more water to living a healthier lifestyle and even reconnecting with loved ones.

What’s your resolution for 2019? Tell us in the comments!