10.1.1 – Responsibility for Evaluation
Standard: The agency shall assign specific responsibility for managing elements of the evaluation program, including planning, training, evaluation, and analysis.
Suggested Evidence of Compliance: Provide job descriptions for the person(s) (staff or consultants) responsible for supporting and monitoring evaluation processes, including planning, training, evaluation, and analysis. If consultant services are used, provide the current contracts or service agreements. The documentation should also include the resumes of persons providing the service, including experience and training.
COMMENT: Need: The narrative describes the Customer Relations Manager, however when I click on the EOC 1, it gives me a Box Office Agent Job Description. Please provide the Customer Relations Manager Job Description.
RESPONSE: During the Covid pandemic, the Westchester County Center, a civic center, was transformed into a medical facility and staff there was relocated throughout Westchester County Parks. The staff person with the Box Office Agent title joined the Marketing Division as the Customer Relations Manager, who is responsible for customer relations issues department wide.
The Customer Relations Job Description includes the following responsibilities:
- Oversee the flow of constituent correspondence and inquiries/concerns directed to, or brought to the attention of the Parks Commissioner as well as the Department as a whole; track, process, route and respond to every constituent complaint/comment/inquiry regarding Westchester County Parks and including those from the County Executive’s office.
- Maintain department-wide customer relations database to track progress and trends of comments and complaints by park and/or facility
- Train support staff in responding to constituent concerns
- Develop, conduct and calculate customer satisfaction surveys both in person and via phone.
- Serve as back up to the FOIL (Freedom of Information Law) Officer to acknowledge/ respond to and research FOIL requests in the absence of the FOIL Officer.
Narrative:
PRC staff are involved in the evaluation process including a customer relations manager who in addition to other duties is responsible for customer evaluation by tracking and compiling data information from all sources.
In addition, there is a staff member who administers the Pride in Parks (PIP) Performance Based Management Program, PRC’s multifaceted evaluation program to measure outcomes and operational efficiencies and effectiveness.
PRC’s main external agency used is contracted every ten years for a comprehensive Residents Recreation Preferences Survey which includes needs assessment and is used as a roadmap for moving forward.