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HomeMy WebLinkAbout05/12/2000 City of Sebastian, Florida 1225 Main Street [] Sebastian~ Florida 32958 Telephone {561~ 589-5330 [] Fax {561} 589-5570 City Council Information Letter May 12, 2000 Patrick Cerian it is with regret that I inform you that Mr. Patrick Cerjan, Sebastian Golf Course Manager and Professional since 1994, has tenured his 90-day notice to terminate his contract with the City of Sebastian. His decision is the result of being offered a head manager's post with Snowmass, a golf and ski resort in Aspen, Colorado. As such, we are all quite proud of Pat in that he is leaving us to accept such a promotional opportunity, an accomplishment that has been a dream of his for many years. Pat anticipates attending the May 24th City Council meeting, to formally bid a farewell, as well as to briefly discuss logistical arrangements at Sebastian Municipal Golf Course. The Department of Human Resources has been directed to compile a reclassification of Greg Gardener's position to that of Golf Course Manager, as he is well versed in field (no pun intended). Like Pat, Greg is a fully certified Professional Golfers Association (PGA) member, which ensures qualifications respectively. However, Greg will serve as a municipal employee, not as a private contractor. Other like administrative issues will be addressed during your next meeting, as additional necessary recommendations are to be initiated. Capital Sanitation Earlier this week, a meeting transpired with officials from Capital Sanitation relative to upcoming equipment purchases and new administrative procedures to ensure effective service delivery. Company president Ron Rigby announced plans to purchase a brand new loader for operations throughout Sebastian. In addition, new procedures relative to missed garbage collection(s), disabled pick up services, etc. were provided (attached for your information). Arrangements were also confirmed for Mr. City Council Information Letter May 12, 2000 Page 2 Rigby to attend your May 24th meeting, to provide an oral presentation regarding the aforementioned practices, as well as to field any questions respectively. Traffic Si.qns - Slow! Children Play Area During the last several months, a number of requests were made by Sebastian residents to have the City install "Slow! Children Play Area" signs at various intersections throughout the community. Such requests were denied as a result of a number of traffic studies sponsored and endorsed by the State of Florida and legal experts, confirming that such practices actually help to foster accidents as opposed to discouraging speeding in such designated areas (a false sense of security by both children and parents, in that it becomes assumed that drivers will proceed with caution as a result of sign presence). In addition, installation of said signs obviously posses additional liability against the City of Sebastian. As such, the practice of not installing more of these signs is affirmative, which also encourages responsibility of youths and adults alike to simply be careful in streets. Schumann Drive Improvements - Proposed Dedication I am sure all of you have had an opportunity to witness the work in progress along Schumann Drive, repaying and median improvements. Many of us here at City Hall over the weeks discussed the idea of recommending that a portion of Schumann Drive is dedicated to the late Mayor Martha Wininger, as she has been credited with endorsing this project for quite sometime. I personally believe that this would be a very wonderful gesture by the City of Sebastian, particularly to recognize her efforts accordingly. The aforementioned improvements are anticipated for full completion this summer. During such time, we will work to compile a recommendation as to what portion of Schumann Drive is to be considered for dedication. Enclosures: Informational Package from Capital Sanitation My Docu ments/InfoLetter42 Date: May 1, 2000 Subject: Procedures Instruction for Complaint of Missed Garbage Procedural Instruction No. 02-2000 In order to ensure continuity and consistency in responding to customer compla'mts, the following procedures must be adhered to in the event a customer contact the office complaining of garbage missed at their location. Step #1: Record the message in the telephone triplicate log using the following information: Message must clearly display the date and time of the call, the name, telephone number, and street address of the caller, and the nature of the call. Step #2: Advise the customer that the situation will be reviewed and that you will contact them within thirty (30) minutes with information on how the complaint will be handled. Step #3: Review the driver's route map to identify the section of the map the caller street is located. Step #4: Review the driver's daily activity log to determine whether the driver notified the dispatcher of a problem with the collection of garbage on the reported street. Based on the nature of the call please follow the steps below: Step #5: If the record reflects reported garbage left at the address in question, contact the caller and inform them of the situation and action that must be taken in order to receive collection service. · If the records reflect no reported missed garbage on the street or address in question, please go to Step #5. Dispatch the driver responsible for the collection of garbage at the street and address reported missed. Obtain specific information fi-om the driver regarding the location reported missed and their recollection of the street in question. Based on the nature of the call, please follow the steps below: Procedure Instruction No. 02-2000 May 1, 2000 Step/t-6: Step #7: If the driver indicates that all garbage was pick-up and no garbage was left, please refer the matter to the Director of Operation for review and determination. If the driver indicates that the area was recently completed and no garbage was left, please contact the Director of Operations for instruction on how to proceed with this complaint. Additionally, it is suggested that the dispatcher recommend to the driver to go back and collect the reported missed garbage since they are still in the area. Contact customer and advise of the status of the collection process relative to the reported missed garbage. Customer should be provided with an appropriate response, as follows: · Drivers are still in the area and will pick-up the garbage later. · Driver reported that the area was served at a specific time and did not record leaving any trash on the reported street. · If the driver has returned to the pit, advised that the garbage will be picked up the next day. · The complaint has been turned over to the Director of Operations for investigation. Dispatch all drivers upon knowledge of mute completion to review all messages of reported missed garbage on their routes. All messages received regarding missed garbage must be validated by the dispatcher and action taken to resolve the reported missed garbage must be recorded. Date: May 1, 2000 Subject: Procedures Instruction for Drivers' Call-in regarding garbage left for various reasons Procedural Instruction No. 02-2001 In order to ensure that effective communication exists between Drivers and Dispatchers in the collection of solid waste in the City of Sebastian, all drivers must adhere to the steps outlined in this procedures instruction. Step #1: Dispatch office and advise of the route serving, time route started, truck number, and hopper personnel. Step #2: Dispatch office each time a problem is perceived with the route collection process. The problem must be clearly stated and recommended action given for customer to be in compliance with the collection procedures. The following are examples of potential problems that occur on a frequent basis. No visible decal · Yard debris fails to meet specifications · Container in excess of 35 gallon (too large and heavy) Step #3: Research the data base for the customers name and phone number. If possible contact the customer and advise that we were in the area and could not service them due the following: no decal, yard debris fail to meet specifications, etc. Step #4: Situation involving no visible decal, the dispatch must be allowed at least five (5) minutes to search the file for determination of valid customer. Step #5: Should the file search reveal that the customer has paid for the quarter in question, collect the garbage and advise the dispatch to contact the customer and remind them that the decal must be visible at all times in order to receive services timely. Step #6: Dispatch the office prior to leaving the route for disabled pick-up status in the area. Date: May 1, 2000 Subject: Procedures Instruction for Disabled Pick-up Services Procedural Instruction No. 02-2002 In order to ensure that all customers identified as disabled receive fi.om door services, the following procedures must be adhered to. Step #1: Each day after logging on~ the dispatcher must contact all drivers and advise oftbe disabled customers that must be picked-up. This information must be provided to the driver no later than 8:00 a.m. daily. Step #2: Dispatcher must identify, the section of the route and the address for the disabled customers. Step #3: Dispatcher must compare address of the disabled customers to the sections called in completed by the drivers. Step Drivers must notify the dispatcher upon completion of service to disabled customers Step #5: If the driver fails to call in the pick-up for the disabled customer within a particular section, remind him of the handicapped pick-up in the area and ask whether or not the customer was serviced. Issue: Customer Placed on No Mail List Background: Since the inception of Capital Sanitation solid waste collection services in the City of Sebastian, we have been mailing invoices and decals to customer addresses provided to our company at the time of subscribing to the services. Because of complaints from several customers that they did not receive the decal our office had mailed to their address, our system for mailing decals was revised to address these concerns. Currently, we service approximately 3,500 customers on a quarterly basis. Our system for processing decals includes customers coming into the local office to pay their bill and receiving a decal at the time of payment, as well as, mailing customer decals to the address provided in the system upon receipt of payments that are mailed in. Prier to revising our policy, we received complaints from customers indicating they did not receive the decal our office had mailed to the listed address. Additionally, the Post Office never returned the mail in question. In our opinion, this is an indication that someone may have taken the decal intentionally. During our initial three years of operation, we ordered an additional 300 to 500 decals on a quarterly basis to replace decals that customers indicated had been lost in the mail or that they never received the decal. Routine checking of decals has revealed that some of the missing or lost decals were found on resident mailboxes or trashcans that were not customers. The implementation of our no mail policy has reduced the level of lost or missing decals significantly, as well as, the level of customer complaints in this area. As of this writing, our records reflect that at least 99% of our customers received the decal mailed to their listed address. We have placed 35 (or I%) of our customers on the No Mail List due to problems encountered with receiving the decal. Of the 35 customers placed on the No Mail List, we have received complaints from approximately three customers disagreeing with the policy and subsequently contacting City Hall. Many of the customers on the No Mail List seem to appreciate the measures taken by our company to curtail the loss of stolen decals. Additionally, over 51% of our customers come into the local office to pay and receive their decal in person. It is our understanding that the City of Sebastian has expressed some concerns with the No Mail List adopted by our company. Because of the concerns with our policy, we willing to accept feedback and suggestions to improve this concern. The following are some of the pros and cons associated with the No Mail List. Pros · Reduce the level of missing or stolen decals · Save the company an average of $700.00 per quarter · Reduce the risk of customers having more than one decal · Keep the cost of services to customers at minimum · Reduce the risk ofdecaI been stolen or lost at the address with decal problem · Based on a survey or poll, a vast majority of the customers seem to satisfied with the policies established by our company · Only 1% of customers served have been place on the No Mail List Cons · A total of 35 customers have been placed on the No Mail List · A total of three customers have complained adamantly to City Hall regarding being placed on the No Mail List · The City Hall seems to feel that the policy is not customer friendly Recommendation Based on our assessment, it is our professional judgment that the pros outweigh the cons. We recommend that the policy remains enforceable to minimize missing or stolen decals that have disappeared in the mail. AVE HART 1'SHADY LANE CANOE CIR BREEZY WAY SHADY CT DRIFTWOOD CIR $ SAILBOAT TEI~ K AVE N. FISCHER SEBASTIAN HIGHLANDs S. FISCHER (:;IR HUNT CIB BECKER CIR