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Agenda Item
ASR
Control 08-000657 |
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MEETING DATE: |
04/01/08 |
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legal entity taking action: |
Board of Supervisors |
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board of supervisors
district(s): |
All Districts |
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SUBMITTING
Agency/Department: |
County Executive Office (Approved) |
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Department contact
person(s): |
Rob Richardson (714) 834-3481 |
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Subject:
Police Community Reconciliation;
Customer Care Tracking
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ceo Concur |
County
Counsel Review |
Clerk of the Board |
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Concur |
N/A |
Discussion |
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3 Votes Board Majority |
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Budgeted: No |
Current Year Cost:
$25,000 |
Annual Cost:
$99,000 |
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Staffing Impact: Yes |
# of Positions:
1 |
Sole Source:
N/A |
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Current Fiscal Year Revenue: N/A |
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Funding Source: N/A |
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Prior Board Action: N/A
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RECOMMENDED ACTION(S)
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1. |
Adopt the Police Community Reconciliation Program. |
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2. |
Direct the County Executive Office to fund the Police Community Reconciliation Program. |
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3. |
Direct the Human Resources Department to add one limited-term (Effective April 11, 2008 through June 30, 2009) Administrative Manager I to the Human Relations Commission Agency 012, Org 260 for the Police Community Reconciliation Program. |
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4. |
Direct the Auditor-Controller to increase appropriations in Fund 100, Agency 012, Org 260, Object 0101 by $25,000 with offsetting decrease of $25,000 in fund 100, Agency 004, Org 900, Object 5200. |
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5. |
Direct the Human Relations Commission and the Human Resources Department to collaborate as needed with the appropriate Labor Organizations and OCSD regarding the development and implementation of the Police Community Reconciliation Program. |
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6. |
Direct the Human Relations Commission to report to the Board on a quarterly basis concerning program implementation and accomplishments. |
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7. |
Direct the County Executive Office to Implement the Customer Care Tracking System. |
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8. |
Direct the CEO to report to the Board concerning the Customer Care Tracking System as part of the CEO Quarterly Budget reports. |
SUMMARY:
The implementation of a Police Community Reconciliation Program is recommended in response to a Board directive from Supervisor Bates on December 18, 2007. Additionally, the County Executive Office is also recommending that a Customer Care Tracking system be established for the County of Orange.
BACKGROUND INFORMATION:
During 2007 and early 2008, the Board of Supervisors considered and adopted an ordinance establishing the Office of Independent Review (OIR). The Board took final action on this proposal on February 26, 2008. During the Board's discussions and deliberations concerning the OIR, Supervisor Bates directed the CEO to establish an additional mechanism to address issues that do not rise to the level of consideration by the OIR. Additionally, the broader issue of tracking customer care was also discussed. In response, the CEO is recommending the adoption of a 'Police Community Reconciliation Program' and a Customer Care Tracking System. Both initiatives are discussed below.
Police Community
Reconciliation Program
This initiative will be managed by the Orange County Human Relations Commission (HRC) working in concert with the Orange County Sheriffs Department (OCSD). The program will assist community members in navigating and understanding the OCSD complaint process and offer an opportunity for deputies and diverse community members to come together with the guidance of a mediator to resolve complaints. The complaints addressed in this program are ones that neither the OIR or the OCSD believe involve criminal conduct or significant disciplinary action.
The OCSD receives approximately 250 complaints on an annual basis. It is expected that 40 to 50 cases of the overall total would be candidates for the HRC's proposed Police Community Reconciliation Program. The program components are outlined in Exhibit A to this Agenda Staff Report. The Human Relations Commission, in concert with the Human Resources Department, will collaborate as needed with the appropriate Labor Organizations and the OCSD regarding the development and implementation of the program.
The proposed Police Community Reconciliation Program will require the expenditure of $99,000 on a full year basis; these funds will support hiring one full time human relations manager/mediator.
Customer Care Tracking System
The County Executive Office is recommending the implementation of a centralized Customer Care Tracking System. This initiative will enable the establishment of a central point for tracking customer service inquiries and offers the following benefits:
*Rapid response to trends and environmental factors.
*Identification of service gaps requiring attention
*Real time statistical reporting
*Visibility of overall County performance
*Provides a tool for improving constituent response efforts
County staff, led by CEO/IT and CEO/Media Affairs, are finalizing the policies and procedures for the new system. All Agencies and Departments reporting to the CEO will be required to use this new reporting system; elected Department heads are invited to take part as well. This system will expand the existing feedback option currently available on the County’s website for online submission of compliments, service requests or concerns. Exhibit B provides the proposed program’s components.
No additional staff or funds are requested for this initiative. It is expected that this will be on line in the second quarter of 2008.
FINANCIAL IMPACT:
07-08 $25,000
08-09 $99,000
STAFFING IMPACT:
One new Administrative Manager I Position (Police Reconciliation Program)
EXHIBIT(S):
Exhibit A - Police Reconciliation Program Components
Exhibit B - Customer Care Tracking System Components