City Spotlight

Durham First - Moving Forward

Developing and Celebrating a Culture of Service

Most public service employees choose to work in local government because they want to make a difference in the community and in the lives of others. In fact, many feel a "calling to serve." In this section, we share stories from employees about why they choose to work in local government and stories from citizens who value the services employees provide.

To nominate an employee for serving you or the community, click here on-line form or .pdf.

Great Service from Solid Waste Management

I wanted to send this note to say 'thank you' again for your assistance and excellent service with trash removal at the DBAP this past weekend. It’s important to let those with whom you work know that you notice, and appreciate a job well done. Most of us would have to admit that we’ve had our share of mediocre service from companies in the past and I want you to know that we’ve expressed concerns to our vendor reference their non-response this past weekend.

Mr. Long, I’ve always been pleased with the service that Facilities Operations receives from Solid Waste. The level of service, quality of care and readiness to respond has not gone unseen. You (and Robert) have always gone out of your way to help when Facilities has a problem and your commitment to great customer service is so commended. Again – I thank both you!

Also, I'd like to compliment Andrew for the excellent service he provided General Services. Andrew helped me sort out a sticky situation where our contract vendor for trash and recycling removal at the DBAP did not report to empty our dumpster on Saturday (after a game with 10,000 fans) or Sunday (another game with 9,800 fans). Nor did our vendor respond to our many calls to their after hour-emergency response number. It is without a doubt that our vendor’s level of service was very disheartening and out of character. However, Andrew, your professionalism to assure that trash was removed not only on Saturday when we spoke, but also on Sunday was above standard and again, I thank you so much for your efforts!

Such a commitment to great customer service is to be commended!

Lori Blake-Reid
Facilities Operations Manager

I am writing to commend your staff for demonstrating excellence in the summer 2010 Youth Program. From the first day of service your staff has consistently been attentive, accurate, professional and kind. My son OJ has expressed to me that he has enjoyed his summer activities with peers and youth counselors.

I was also pleased to see the teamwork of all the staff. From the receptionist located on the ground level to the "Angel" on the second floor. Gwen is the angel. She has been very helpful to me as I was deciding on whether Holton would be a good fit for my son. She also gave me the information regarding the sliding fee scale and most importantly, she has always displayed a welcoming smile. I want to thank you and your team for helping to make OJ's summer fun!

Again, thank you. The summer program was well organized and my son really enjoyed his time at the Holton Career Resource Center Summer Youth Program.

Karen Wright

Mr. Bradham,

Since receiving your message I have been busy almost non-stop preparing the plan for the permit application (which I thought I could complete in a day - I should know better). But I wanted you to know that I did so with the generous assistance of still others in your department (Mr. Coward, Mr. Jones in Plan Review, and Mr. Morgan, whom I met only briefly but whose card I later found in the door where I had found the construction stop-work).

At this point, it seems clear to me that you must surely realize that you are sitting on a treasure trove of technical expertise with a customer service attitude. As I was leaving on Thursday, I stopped to thank the women at the front desk, one of whom had taken me straight to Mr. Coward when I appeared late in the afternoon with questions. I waited a few moments while one of them explained the procedure to another citizen/client. While waiting, I noticed the wonderful little framed vignettes about life in general on the pillar next to the desk. They seemed to me to express the same fundamental truths as the five "Wake Tech Core Values" that the organization in which I work promotes, suitably interpreted for their context.

I was especially impressed with the quote from Lao Tzu, who is always near the mark, to the effect that the clearest evidence of a great leader is when the people say, "Look what we did." A modern proponent of this principle and the other related ones, again in somewhat different words, is W. Edwards Deming. I would be quite surprised if you were not familiar with the name and the general direction of his work in management theory.

To see these principles in full bloom, especially in a place where one does not necessarily expect to find them, is tremendously inspiring to me, reassuring me that the fundamental goodness and competence of the human species is not lost - a touchstone which it is easy to lose sight of in our present age.

Thank you. I really love this town!

SAW

Praise for Holton Center from Neighbor

I would like to share my observations and express my gratitude for the changes that I have noticed since the renovation and opening of the Holton Career and Resource Center. The Holton Center is within clear view of where I reside and I have been watching it develop and transform from the beginning until now. I have noticed a clear difference in the neighborhood in general between before it was renovated and now that it is operational. It has definitely brought the neighborhood up.

There is noticeably less suspicious looking/sounding activity occurring on my street (for example, people wandering up and down the street at all hours causing trouble). Before the center went up I was always concerned about my car being parked on the street, because there were many robberies. Now I am a lot less concerned because there seems to be more peace in the area. I have the feeling of living in a progressing "upward bound" neighborhood. The school is a definite positive attribute to the neighborhood. I would like to thank everyone there for being a part of it.

Alyssa Hinton
Artist / Educator

I want to pass on my sincere gratitude and compliments to the Durham Police Department. First, I was in the North Duke Street – Duke Health Center on the day of a recent shooting. I had just walked up the stairs from the lobby when the shooter killed our lab technician. The police response was rapid, professional, and appropriate for the circumstances. I was so impressed with everyone who came to help in our time of need. On a personal note, I had the misfortune of my car failing in the middle of busy go home traffic on North Roxboro Road. My car stalled in the middle of the highway. Before I even called for assistance, K-9 officer Gooch saw my dilemma and immediately pulled beside my car and stayed with me until help arrived. So thanks to everyone in the Durham Police Department for doing a great job. I sincerely appreciate everything you do on our behalf.

David Attarian, MD

Thanks to Fleet Maintenance

I really want to thank you guys for the excellent service we received the other day. We felt like our tractor needed a little pick me up, Millie suggested we bring it in and they could look over it and change all the fluids in it. Now we have it back and it’s working like its brand new. The power has returned to it, the clutch is tight again, and the hydraulics are much more responsive. The technician that performed the work on the tractor did an excellent job. Something so simple as a little tune up has put a smile on the faces of my staff, because they have equipment that works well, continues to make their jobs easier and more enjoyable. It’s great staff like the ones at fleet that help us to do our jobs so well; Fred, Moses, Millie, Clayton, Rusty, Jorge, Joe, Wally, Abraham and all the others whose names I do not know. I just want to say thanks and all the work you guys do is very much appreciated.

Wyatt Edward Richardson, Jr.
Parks & Recreation
Crew Chief I- Ball field Maintenance

Dear Jeffrey Forde,
I am sending you this thank you letter to let you know how much I appreciate all of the assistance that your team has provided to me at the Holton Career and Resource Center. I have found everyone to be so personable, helpful, kind, considerate and your customer service is absolutely excellent!

I have had several meetings at the Holton Career and Resource Center and each time I found the building, the classroom or the auditorium space to be a place of excellence. Numerous individuals who have attended my meetings have commented on how lovely your facility is and I just wanted to take a few minutes to send you this thank you letter to tell you how much I sincerely appreciate the fact that you and your staff at the Holton Career and Resource Center are individuals who are operating in the Spirit of Excellence!

Keep up the good and outstanding work!

Alice Hill (ACT-S0 Partner)

Great Service from Police Department’s HEAT Team and NIS – Impact Team

The PAC-2 co-chair called to commend and recognize Darryl Hedgepeth and the Durham Police Department HEAT team for their prompt response in identifying and thoroughly removing gang graffiti around the city. He had just returned from a meeting and was very impressed with Mr. Hedgepeth’s comments and the work done by the two departments. He wanted to recognize the Impact team and the HEAT teams together.

Please accept our gratitude for your diligence and dedication, hard work and commitment. The Inspections Department's professional quality and insightful observations are invaluable. Thanks for doing things expertly and thoroughly.

Thank you for always going the extra mile.

Thank you for all that you do for Habitat! We can never overestimate the value of your service.

We Appreciate You!

Habitat for Humanity of Durham

Jessica Finelt of Parks and Recreation has done an incredible job of finding donations of materials for many of the Heritage Parks programs that the department runs. Knowing the tight budgets that we are all working with, Jessica has searched out opportunities to get donations for center gardens, public programs, and camps. Without all of the donations that we have received through Jessica's hard work, we would not have been able to run several of the programs that are currently being offered.

Many people think of customer service as how employees relate to citizens, but internal customer service is equally as important. If employees do not serve each other well, than that has a direct effect on the way employees are able to serve citizens. Below is an example of how good internal customer service effects employees' ability to provide efficient service to everyone.

Larry Gress was called because of a virus problem on a shared computer at a remote site. He immediately began working on the problem continuing throughout the day, keeping in touch with us about the status of repair. When he was not able to complete the repair remotely he came to the site and replaced the hard drive. Larry recognized the importance of the computer to our operations and worked until repaired. In addition to working on this problem he fielded several other questions without hesitation. It was an example of excellent customer service.

Bob Dodson
Water Management

You have some great staff in Ann Marie and Ms. Pettiford at the Holton Career and Resource Center. She was responsive to me as soon as I walked in this morning. It is clear that she has a love for children and her job. Thanks for keeping all things and matters of concern positive. Jeff Forde and that Ms. Gwen are two positively energized individuals who know how to defuse and redirect in a nonabrasive or threatening manner. You all are smooth. Keep it going because you have affected my life this week in the best way possible. I am surviving with calmness thanks to you all.

Fire and NIS Work Together for a Safe Community

I got the first list of vacant homes from Chief Curia and on 4/28/2010 we started inspecting them. I thought it would be a good idea for us to pass along the information that we gather during our inspections of the abandoned structures. This way when crews go out to these residences, they can be made aware of any potential hazards that we turn up during our walk through.

[Residences listed] were found to be suitable for offensive interior fire operations. That means that we did not discover any structural or egregious safety issues that would prevent our personnel from entering the structures. There was evidence of squatters at Canal St, Queen St, and Lyric St. In addition there was evidence of drug use at Lyric. We did not see any needles, but if your crews make entry into Lyric St. they should watch where they step.

We ran into an NIS crew working on Canal St. and I wanted to pass along our gratitude for their help. Canal had already been boarded up, so they offered to, and removed one of the boards to allow us to make entry, then replaced it once we had finished. They were very helpful and very informative. In addition, the yards on Canal were immaculately maintained. We talked to the neighbors, to let them know what we were doing, and they also commented on how pleased they were with the way NIS was maintaining the properties. I just wanted to take this opportunity to thank you for your support with this project, thank your crew for their assistance, and to let you know that the citizens in that community were thankful for the job NIS was doing.

Thanks

Andrew Sannipoli
Battalion 3 C-Shift
Durham Fire - Rescue

Earlier today our neighborhood received street lighting for three streets that have desperately been needing lighting for the past several years. At this time we would like to send a heartfelt thank you to everyone who played a role in making this happen. Over the past few years we have worked very closely with several city groups and staffers in an attempt to better our community.

In these difficult times of budget negotiations and decision making we do not envy your position. However, we would like to single out four areas that have been quite beneficial to our Milan Woods community. We have been fortunate over the years to develop an outstanding working relationship with the police here in District 1. Capt. Forbes, Lt. Tate, and Crime Prevention Officer Carson are the absolute best and we are very fortunate to have them in our district. They have made a huge difference in our community and the entire District 1 area. They are extremely good at what they do and also very approachable when it comes to listening to our community needs. As a matter of fact, they will be in Milan Woods on the evening of Tuesday, April 27, meeting with our resident as part of the "We As 1 Tour."

There are several city staffers in Neighborhood Improvement Services that we have been lucky to meet and work with over the past few years. Gwyn Silver, Jay Reinstein, Michelle Sellers, Libby Hodges, Terrance Hawkins, Daryl Hedgspeth, and Rick Hester are a few who deserve to be singled out for the outstanding service that they have provided to us. The attention and service that they have provided to us has been extremely professional, courteous, and swift. We have enjoyed developing the working relationship that we now share with them.

Over the years we have had the pleasure to have many opportunities to communicate with Terry Thompson about our street lighting needs. We know that as the process for street lighting installation was being negotiated and revamped last year that she came under quite a bit of attack from a few outspoken critics. We are hear to let you know that we have greatly appreciated her professionalism and courtesy as she has kept us very informed as to how the process was being worked out. We did not know Terry prior to addressing our street lighting needs, but we now are happy to call her a friend. We have been at several meetings and workshops with her and could not be more pleased with the work and communication that she has provided to us. We are definitely happy to have been able to develop the working relationship that we now have with her over the years.

Lastly, we would like to sing the praises of Durham One Call. This service has also been extremely useful to Milan Woods and our residents.

We know in these times of difficult decision making that you most often hear negative comments and complaints, but we wanted to let you know how grateful we are for what is being done and for those services that we have. Those four areas that we touched upon above have served our area very well and we know that they have for the rest of the city too. It is our hope that in the coming months that, when you are making those difficult budget decisions, that those areas and individuals mentioned above will continue to get the necessary funding that they need to make Durham an even better city.

Thank you for your time,

Rob Corns - Milan Woods Neighborhood Watch Coordinator
Steve McNulty - Milan Woods HOA President

The DATA operators and staff have changed the game and the industry standards when it comes to complaints as we have far fewer than Capital Area Transit and the Triangle Transit Authority in the latest reporting period. This type of accomplishment would not be possible without everyone at DATA buying in to the customer service mentality! I wanted to pass along my gratitude to the team on their support in this category. We really have set ourselves apart from the rest! Let’s continue to push the envelope and show everyone that gets that report that we take great care of our customers. I will be cooking hot dogs for the operators in May to show my appreciation for their continued efforts on the road when it comes to our customers.

Thanks for all that you do!

Matt Wrenn
Customer Service Manager
DCTC-DATA Fixed Route Services

My wife and I have worked with Michael Hughes of Public Works on an issue of a water pump station that adjoins our house for about three years. It's been a long and complicated process, but I firmly believe that Michael has made it shorter and easier than it would have been in just about any other circumstance.

Michael has done an outstanding job with responsiveness and communication and in coming up with creative solutions to the issues we find ourselves facing. He has repeatedly gone WAY above and beyond our expectations in helping to navigate our way through other city departments ... all with a cheerful and classy disposition.

Quite simply, Michael makes my wife and I feel proud to be residents of Durham.

Henry Kaestner

Mr. Bonfield,

I just wanted you to know that John Conyers and I had a talk one day in the hallway and he mentioned to me how no one ever in all his years had recognized him, this goes back to when you mentioned him at the 2009 Leadership Conference. He said that he felt "sooooooo good."

So I just wanted to let you know that I really hope this Culture of Service spirit, which you have, really rubs off on every director and every supervisor. If we can have 2,500 Johns walking around here, that are motivated by heartfelt comments like the one’s you’ve expressed pertaining to him (a simple gesture of appreciating the work he comes in for everyday and taking those two seconds to say "Good Morning John, thank you…") then it will be the norm throughout the City to perform above and beyond and exceed the expectations of our citizens and even co-workers. Employees end up feeling appreciated and when they feel this they get motivated and the outcome becomes an attitude, which can be contagious and then there goes the culture.

Some people walk around with this negative attitude thinking this Culture of Service thing is going to die down. I guess because in the past these efforts get initiated and then they fade into the busy work days of managers, directors. I really count on you (like you count on us) not to let it die down, because I really believe it’s starting to work and it will work if you can change the minds of those few that think it’s not possible for everyone in the City to be on the same page, following the same agenda.

This is just an FYI, small-talk since we don’t get to talk often, but I do want you to keep this in mind, and if no one has told you lately, I think you are doing a great job managing the City and I am glad to be working during your term.

Anonymous

Bulbs! Thanks!

Thanks to you [Keep Durham Beautiful and Parks and Recreation], the West End Community Center, West End Neighborhood Association, Self-Help, and DCLT celebrated the first day of spring by planting more than 500 bulbs at Maplewood Park along Chapel Hill Road. One Lakewood neighbor even gave us more bulbs, so there will be some new canna lilies on Gerard Street too!

We appreciate your giving us the bulbs and look forward to seeing them blossom next spring.

Lanier Blum
Self-Help Residential Development

When things go wrong initially, a great service recovery can make all the difference …

After a mistake when the request came in and did not get to any department, City departments jumped in quickly and collaborated to meet a deadline for concerned citizens and the Easter egg hunt will go on.

Mr. Brown,
I apologize for the delays, but this was never directed to our attention. I will copy the appropriate departments responsible for these repairs and remedies. Parks and Recreation handles the broken glass at the shelter, and my cc is to Beth Timson. The broken picnic table is to the Facilities Maintenance division, and my cc is to Daniel Austin. The graffiti falls to one of two groups, but with a previous cc to Daniel, my other cc is to the Impact Team’s Sam Brown. One or the other usually handles this. I will also copy Joanne Harper who manages the OneCall system, in case additional clarification is necessary. I certainly hope this helps.

Kevin Lilley

And the result – happy citizens:

Mr. Lilley, Mr. Austin, and Ms. Timson,
Thank you for your prompt response to my e-mail last week about the American Village Park. I went to the park with my family after work on Friday and noted very nice repairs to the picnic table and removal of the broken glass. The American Village neighborhood and my family all greatly appreciate your attention, especially with the successful weekend Easter egg hunt.

Derek Brown

Alex Johnson and the Urban Forestry team provide excellent customer service in the face of some very trying conditions. Whether it be weather, traffic, or the possibility of property damage, they provide excellent tree care and customer service while considering many conflicting priorities. When the chips are down (no pun intended) they are there. As a citizen customer as well as internal customer, I can attest they give 110 percent.

Beth Gessner

I just received your note and CD regarding the holiday shoeboxes. That was so nice! I really appreciated it. I also am very impressed by the terrific things Parks and Recreation is doing (i.e., adventures program). I work with a lot of Parks and Recreation folk on committees/task teams/Diversity Council, etc. and they are all — every single one — terrific ambassadors for culture of service. I am certainly a fan!

Kathleen S. Koechling

During the first week of December, Scott Oakley [Department of Water Management] stopped by the pumping station at 3714 St. Marks to do some work. I, the property owner at 3708, stopped by during his work to ask him if he would look at the drain on City property that had backed up and was partially flooding our property. This was something that he clearly had not come out to do, and was busy doing other things. He stopped immediately to talk with me with a completely empathetic tone, walked with me to the drain and said he'd work hard to find a solution, which he did (at least partially ... but I believe that he did the best that he could do). I'm pretty sure that the improvised channel that he constructed while completely soaking his boots was above and beyond the call of duty and for that I am grateful. Better than that, though, was his attitude and complete aura of understanding and customer service. He made me feel great about being a citizen of Durham and much better about paying taxes. He's a class act and I'm grateful for his service.

These men [Mike Williams, Bill Elliott, and Louis Clarke] all assisted Bob Slaughter with helping our family to remove water from the bottom of our driveway and fix a water pump. Even though this was a matter that did not involve the City's water department, these men took the time and care to try to help us. Thank you.

This is the first time I've ever taken the time to write a letter lauding the service of a City employee or any employee for that matter. This shows you how much I've been impressed with these employees.

Henry and Kimberly Kaestner

Good afternoon. My name is Cathy Coleman and I am a lifelong resident of Sanford N.C. I’m writing to you today on behalf of my mother that had an encounter with one of your firefighters last week.

My mother had left her job last Friday and called in an order for herself and my father from a Sanford restaurant. When she arrived she presented her debit card as payment. The clerk explained that the store policy was to assure ownership of the card, so she requested a drivers license picture. My mother was unable to find her license after looking in her pocketbook and making a trip back to her car. Just as she explained that she did not have any cash and she would not be able to purchase her meal, a young man standing behind her waiting on his order approached the counter and put her meal on his debit card.

My mother was shocked by this gesture. She insisted that he not pick up the tab but he was adamant about paying for it. She thanked him repeatedly for his act of kindness. The young man said that it was no big deal and for her not to worry about it. My mother noticed that he was wearing a hat that represented the City of Durham Fire Department and asked to see if he was a fireman. He said that he was. He also said that he was a resident of Sanford as well. My mother thanked the gentleman again.

My mother has talked about this frequently. She is still so shocked. I’m writing you today to let you know of the good deed that he did and how much of an impression that left on my mother and myself.

It’s not every day that someone goes out of there way and makes a lasting impression on someone.

Cathy Coleman
Sanford N.C.

I wanted to take this opportunity to personally thank John Read of City-County Inspections for the kind of exceptional customer service that he provides day in and day out for our citizens/customers.

It is especially gratifying to receive a letter from an appreciative customer, pointing out the ways that John has gone above and beyond the call of duty to address their needs. Thank you for all that you do for our department and for the City, and for demonstrating a total commitment to the culture of service that has been established within our organization.

Gene Bradham
Director, City-County Inspections

I would like to recognize the officers on C Squad for going beyond the call of duty in reaching out to a family in District 1 during Christmas. Officers from C Squad donated over $600 in cash to this family (with one officer donating $100 of his own money to the cause). In addition, on Sunday, December 20, 2009, Sgt. Pence and his squad personally took the two boys in the family on a shopping spree at Wal-Mart and bought toys, clothes and food with money donated by the squad. Goodwill was demonstrated yet again as officers also bought a bicycle for one. His brother received a bicycle from a citizen and his wife who are District 1 supporters.

The mother of these boys has expressed much thanks to the Durham Police Department for the outpouring of love shown by officers from 1C. Truly, in my 21 years with the department, I personally have never known any unit to show such concern for and outreach toward one family. Furthermore, the squad plans to keep in contact with the young men throughout the year with a goal of making lasting positive impressions on these young men.

The efforts of 1C officers exceed the "community-oriented" philosophy of the department as well as the ideals of the City’s Culture of Service initiative recently launched by the City Manager. I certainly consider their compassionate and sacrificial mindset a great asset to District 1.

I called Durham One Call wanting to talk to someone in recycling. I was very upset and irate. Delilah Ferrell was wonderful. She was very caring and understanding. She suggested that she could fill out the necessary forms for me. Before she transferred my call, I had completely calmed down and changed the way I was feeling (angry, bitter and irate). Her demeanor and voice were very calming. She has fabulous communication skills and I was proud that she is an employee with our city. She deserves some kind of recognition for her work. Thank you.

For the first time since I've moved back to Durham, I think we have a well-managed city. The One Call system is great, and there is a difference in attitude and demeanor in the employees that I come in contact with. In addition, all of the departments that I have dealt with seem to be more helpful. So contratulations on the personnel front.

As regards the "Annual Financial Report," it was well-done and informative. It also contains some good news for taxpayers - especially on the debt reduction side with the refinancing of our long-term debt at 2.05 percent (if I read it right). Reducing expenditures in most areas also is a terrific feat. However, I still am concerned that overall expenditures are greater than revenues, so we still have to get more frugal Council.

At any rate, keep up the good work! Good job on the report.

Thomas McCurdy

I just wanted to write to you and let you know about two outstanding City of Durham Public Works employees.

This morning I was stuck with a flat tire at a gas station with my three-year-old daughter. After trying to figure out what to do and feeling a bit helpless, two Public Works employees happened to pull up to get some coffee on their morning break. They were so kind and helpful. They very quickly changed my tire and within a matter of minutes my daughter and I were on our way and out of the bitter cold.

I truly appreciate the kindness of these gentlemen and the fact that they took time to help me. They didn't have to do this, and their kindness really brightened my day.

Folks like these make me proud I live here and happy my tax dollars support this city. Their help and kindness serves as a wonderful reminder of why Durham is such a great place to live.

Joyce Ventimiglia

It's rare for us to have a need for City services, so I didn't know what to expect when I called 560-1200 recently. We live in the northwest corner of the city on land with a small pond. To my distress, I'd found a dead deer in the pond. I can hardly describe how exceptionally responsive your staff was. Following a courteous phone conversation at 9 a.m., City employees Fred (McGill) and Derrick (Joyner) were at our home shortly after 11 a.m. They waited for me to arrive, and were extremely professional and courteous as they took care of removing the deer. I hope you will commend them for work very well done. Such an efficient, pleasant response makes me even more glad to be a resident of Durham. Thanks to you all.

Barbara Ellertson

Scott (Barnard) helped us out big time at the Holiday Parade. He brought the trailer, batteries and inverters so that we could connect lights. He brought 10 bales of hay and his personal truck to tow in all. On top of all of that, he was pretty sick and you could tell he felt miserable. He was really great. We were pretty much at the back of the parade line, too. So it was a very long, wet and cold day. He came through and took it all in stride.

Allison Hubbard, MS, LRT/CTRS
Recreation Assistant Supervisor - Mature Adults
Durham Parks and Recreation

Dwight Powell of Parks and Recreation helped one of the seniors get her motorized scooter home recently. Ms. Roberts cannot walk by herself, and her scooter would not start. Dwight pushed Ms. Roberts in the chair one block to her house from the center. It was very difficult because the chair was heavy and Ms. Roberts was in the chair. Dwight loves the seniors, and he will go out of his way to make sure the seniors are comfortable and happy. We love Dwight and thank him for what he does for the Lyon Park seniors.

Janet Daye
Lyon Park Senior Center Manager

To Steve Medlin and Gene Bradham
The residents of Emorywood Orchards would like to thank you for extending yourselves to our community. Meeting with us on a Sunday was above and beyond any expectation we had.

We were pleased with the no rush, personal and friendly way you answered our questions. Both of you were upfront and honest with regards to your limitations and also honest in advising us of our duties as a community. This was truly enlightening and we appreciate it.

We look forward to working with you in the future. Have a great holiday and again, thank you.

Phyllis Cotton,
President - Emorywood Orchards HOA

Durham Parks and Recreation Staff,
I would like to share a story about something that happened at Holton recently. One of the contractors at Holton wrapped up her Tuesday evening class by asking each student what they planned to do for the Thanksgiving holiday. In doing so, she noticed that one of the young ladies started to tear up and seemed very distant from the conversation. After all the students had left the auditorium, the instructor pulled the young lady to the side to see why she had responded in that way. The young lady informed the instructor that her family would not celebrate Thanksgiving due to the family experiencing serious hardships. After the conversation, the instructor came into my office and asked if we could sponsor this family. The staff from Holton contributed money for the instructor to purchase food for the family. The instructor surprised the family with ham, turkey, mac and cheese, yams, cornbread and the works. When the mother received these items she broke down and cried, and as things were being placed in cabinets and the refrigerator they accompanied the lonely stick of butter that was there.

Sometimes we are only seen as programmers or facility managers, but we are much more. The relationships we build and the lives we touch are reasons why many of us do what we do. When I told my supervisor the outcome of this story, his response was "well, we know what we have to do for Christmas." The gratitude of this family was worth every minute of the long hours and stress that came with opening the Holton facility.

Aundrea M. White
Recreation Assistant Supervisor
Holton Career and Resouce Center

I just wanted to let you know how great of a staff you have at W.D. Hill Recreation Center! One person that I have to brag on is Mr. Floyd. He has been a great help to the seniors at the center, as well as me. I can honestly say he goes over and above the call of duty to help us in the senior room. Mr. Floyd always comes in with a smile and a helping hand. The day something went wrong with our stove table he stepped in and saved the day. Hats off to Mr. Floyd, as well as Brenda.

Elan Easter
Director of Senior Center Programs
Council for Senior Citizens

I want to thank the new management team in Durham for improving city government in a lot of areas that I notice and/or read about. The "Durham One Call" system works, as I have experienced, and the phone is no longer answered by indifferent, unhelpful people like it used to be. The town also should be congratulated for making the DPAC facility work - which frankly I thought would be unlikely given its past history and disregard for citizen input. It looks like the choice of the facility management company has made a big difference in what is presented and on "the bottom line." Good job on that. In addition, just last week I called the Water/Sewer people about a problem with one of the sewer pump stations, and it was fixed on the same day. Great response. I just hope the bubble doesn't burst (long-time Durham residents are skeptical through experience). Keep up the good work. Durham surprisingly got a good manager for a change. Cheers.

Thomas McCurdy

"After serving my country in the Air Force, I learned the value of sacrificing your time for a worthy cause. There is no greater reward than that reaped from selflessness. It’s truly gratifying to be part of a cause that is greater than yourself. I see that every day at the Durham Police Department."

Karah Manning

I just called Durham One Call about an hour ago. FABULOUS service! The call was answered by a LIVE person on the first ring! On top of that, I got prompt, courteous service!

Keep it up, y'all. I really appreciate the work y'all do!

Regina deLacy

Neighborhood Improvement Services is really on it's game. This morning as I was out for a run, I saw an NIS truck with a pressure washer pull into Bay-Hargrove park. I just received the following notification from Durham One Call notifying me that the graffiti has been removed. This was just one business day after I reported this.

Thank you NIS!

Steve Graff
President, Old North Durham Neighborhood Association

We just wanted to put in a very positive plug for the management and workers of the City of Durham, who promptly responded to our bulky brush pick up request, and then managed to take away all of a very large branch which had fallen off of our tree. We had cut all the smaller limbs off and stacked them as instructed, but had not yet had time to cut up the 20-inch-wide branch, which was at least 15 feet long. (We figured we would have to cut into pieces and dispose of somehow later.) We came home Friday and it was all gone.

After hearing various complaints on the list-serve, we were stunned by our good fortune and very much appreciated this helpful and industrious feat. We even got a follow up call to make sure that the pick-up had occurred. We have lived in several places and are pretty much really happy with North Carolina and Durham's citizenry support services. This is not a commentary on anyone else’s experience. Just wanted to share a positive example of our tax funds at work.

Kurt and Laura

I chose to work in public service because I was born and raised in Durham, so I grew up with the priviledge of watching City workers do their jobs around the city of Durham. I saw them driving the large green and white City dump trucks, pulling the heavy equipment. From the eyes of a child, I thought, those guys have the coolest jobs in the world. They must be really important, driving those large trucks and all. And they were always smiling. So from that point on, I always wanted to be a City employee, so I could drive those big trucks and operate that heavy equipment. Well, I ended up with the City job, and I am also a heavy equipment operator. And yes, I do have that same pride and happiness of the guys of "old days."

Phillip Mann

On Sunday afternoon I ran into a man named Rangel behind the Arby's again doing his car cleaning thing. He was doing everything he could to do his thing legally, setting up a tarp and using a sump pump to suck up the water.

Rangel should be more than just inspiration for all of us, he's also a testimony to how well you all (city employees) do your jobs. He's proof that you guys combine to help any citizen do business legally, if they are willing to obey the rules. His inability to speak English had to have made Jon (Jonathan Baker) & Paul's (Paul Mason) job a little more difficult, but between all that I learned from all of you, the system went above and beyond to create this surprising success story. It's a great story, and I might try to see that it's told. Oh, it might not look interesting from the cover, but it's the modern day version of the American dream.

Unfortunately the really boring part would be how a city's departments aided this fellow in achieving it. But I could tell, and want to thank you guys for it. I could see that Paul didn't just send Rangel to the next step, he escorted him there. And Jon may have put that kind of effort into helping 99 other Rangel-wannabees make a proper mobile car wash, only to see them refuse to comply.

There's probably less than two dozen people in Durham who would fully appreciate Rangel's operation, and probably only two people (Rangel and me) who can also appreciate what it says about two guys in government and how they do their jobs.

Since you guys aren't likely to hear it from anyone else, THANK YOU.... and NICE JOB! Nope, make that OUTSTANDING JOB!

Keep up the good work.

Bill

One of our neighbors awoke on Saturday to a water leak in her home. She started dialing various city numbers but, not surprisingly, got a lot of voicemail. Finally, as water continued to pour in, she called 911, asking for some contact numbers. The 911 operator gave her some numbers and told her to call back if she didn't get any response so that the operator could make sure some assistance arrived.

Shortly thereafter (thanks to the 911 operator), a couple firefighters - presumably from Ninth Street - showed up with toolbox in hand and stopped the leak. While the neighbor and some other neighbors were wringing wet towels, someone from the Water Management also came by to see if more assistance was needed and also offered to ensure the neighbor's water bill was adjusted in light of the leak.

Our neighbor, who is constantly helping other people, wanted everyone to know of her good fortune from the (unfortunately nameless) folks who went above and beyond the call of duty to help her.

Thanks,
Kristin

I had the absolute pleasure of meeting one of the City's employees yesterday - Diane Thorne.

What a wonderful representative of the City, Parks and Rec, and youth services.

We both showed up at an event and she graciously walked back to the vehicle she was driving to move it (safely) to an angle and space that would then allow me to park, as it was truly the last spot available. She saw this as she walked by my car still looking and walked back to her vehicle, and said "here, follow me and park next to me."

Pretty cool, she did not have to walk back to her car and help me out, she was on her way in, she did not have to be so observant as to see the parking lot fill and space running out, she did not have to take it upon herself to walk back to her car, motion me and move the car.

I am so pleased she did, I thanked her and we began a conversation. It was most pleasant. It is so nice to see City employees happy, helpful, and gracious. Not just in their offices but outside among 'us'.

What I will remember for some time is a City employee helping me out when she was not required to, expected to, paid to, or even anticipated to. What I will remember is Ms. Thorne's graciousness, friendly conversation, and agreeable nature.

Thank you very much,
Risa Foster

One hot dry morning last week, I got up early to take my dog for a walk in Cornwallis Park. I expect you know that a delightful new playground was installed there this summer. There in the playground was Mary Lee Martin, from the General Services Department with a garden hose she had just hauled out of her trunk to water the new grass just sprouting.

I walked around the park, and then asked Mary Lee her name. She said she usually went jogging before work but since it had been so dry, instead she was coming over before work with her hose to make sure the grass would survive.

How's that for dedication? I just thought you should know that we sure do have some incredible people taking care of the City of Durham. I hope you will please convey our neighborhood's appreciation, especially from parents who will not be cleaning mud-caked sneakers and overalls, thanks to Ms Martin's attention to details and giving beyond the call of duty.

Lanier Blum

"I would like to give very special thanks to Building Inspector Barry Lumpkin who went above and beyond the call of service. Initially, my inspection was not even entered for the day's work. It was scheduled on the computer and confirmed but somehow did not process. Fortunately, Building Inspector Barry Lumpkin was in the area and offered to put us on his already busy schedule. I am very grateful for his assistance and helping to make this all happen. The 1st Presbyterian Church is also thrilled and will be framing their walls on Saturday. Thus the much needed miracle! Thank you for all the Inspections Department does for us and being our partner in helping to make Durham even better!"

Karey Ann Liptok, director of construction
Durham Habitat for Humanity