City Spotlight

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.

I would like to thank all those responsible for the Halloween celebration at West Point on the Eno. It was magical! The staff/volunteers were wonderful, and the activities were just perfect. It will be my family's destination on October 31 from now on.

Carol Harbers

Impact Team Helps Keep Durham Beautiful

Keep Durham Beautiful gets credit across Durham for helping groups and individuals clean up streets, parks, waterways and ponds. The volunteers deserve a lot of credit, but so does the Impact Team. The Impact Team consistently helps KDB clean up from the cleanups and rarely gets the recognition they deserve. They are a part of our team, and a very important part. They deserve recognition for being the unseen savior behind our hardworking volunteers.

Prompt Friendly Service from NIS

I just wanted to let you know that I called earlier this morning about an overgrown lot on my street (Forestwood Dr). The officer responsible was out in the field at the time I called, but called me back within several hours to tell me that he had looked at the lot, that it was in violation, and that he would send a letter notifying the owners. I just checked and he had staked the lot with notices as well.

I was glad to see such prompt, friendly service, and wanted to congratulate you and the department for taking good care of the people of Durham.

Maximilian Thomas Frasca

Citizen Appreciates Help from Finance

Just wanted to let you know I received my check in the mail and I also wanted to say thank you to Rebecca Martin for handling the situation in such a quick time frame. You and Pete were incredibly helpful throughout this process and I wanted to let you know I really appreciated your help and attention to the matter. Thanks again and take care.

Jonathan Hammill

Debbie Foster of Durham Emergency Communications is to be commended for her extraordinary performance and maintaining control when there were multiple accidents requiring several emergency and fire units on August 19, 2011. There were delays in the field units establishing command in addition to the fact that another accident occurred during the same time period. Through her efforts of handling the radio traffic and maintaining control of the situation, as well as handling of the radio traffic, Ms. Foster was praised by the Durham Fire Department. She continues to improve her abilities as a communications officer and is a positive team player that is an example for new employees.

Urban Forestry Responds to Hurricane Irene and Helps Neighbors

On August 27, the City of Durham experienced high winds and rain from Hurricane Irene. Beginning at noon on that Saturday, the Urban Forestry Division responded to dozens of trees that fell from private and public property onto our city roads and thoroughfares along with responding to countless calls to trees that did not impact travel, but inconvenienced citizens and stakeholders of this community. The team completed the clean-up of Durham and then a week later assisted the City of Greenville, North Carolina, by acting upon the mutual aid agreement. The Urban Forestry Division sent two bucket trucks, one grapple loader and seven arborists to Greenville, asking three to remain in Durham to continue to respond to both the routine and emergency calls in our community. Throughout the events, the staff of the Urban Forestry Division sacrificed their own needs for the communities by giving of their time and talents to safely and efficiently secure both Durham and Greenville and while Durham may have long forgotten the effects of this storm, the City of Greenville may well be seeing assistance from the Urban Forestry Division in the near future and for a time to come.

Community Group Appreciative of DPR Partnership

Our organization (Durham H.A.W.K.S.) is in its 18th year of existence. We were approached by Ms. Ema Temu, recreation assistant supervisor with the City of Durham Parks and Recreation Department, to develop, staff, implement and sustain a "Little Tykes" (ages 3-5 year olds) basketball program. Ms Temu, is a complete joy to work with. Her organization and forthright leadership skills were evident throughout our sessions. We have also been in contact with her supervisors at various times during the program (Kathryn LeAnn Kennedy and Tammy Brown). They have been more than satisfactory and their "handling" of any concerns has been superior. I can honestly say, regardless of the outcome's favor, we always feel the decision made is the best decision; regarding the safety foremost of all those involved and ensuring that the youth/adolescents enjoy themselves and that the parents' concerns are fairly listened to and dealt with in a timely manner.

As always, Thankfully ...
Edward R. Boyd, Jr.

Extraordinary Performance at 9-1-1

Debbie Foster of DECC (9-1-1) was commended for her extraordinary performance and maintaining control when there were multiple accidents requiring several emergency and fire units on August 19, 2011. There were delays in the field units establishing command in addition to the fact that another accident occurred during the same time period. Through her efforts of handling the radio traffic and maintaining control of the situation as well as handling of the radio traffic, Ms. Foster was praised by the Durham Fire Department. She continues to improve as a communications officer and is a positive team player who is an example for new employees.

Dunking Booth Fund Raiser

When the Department of Water Management decided to have a dunking booth fundraiser as a service to a co-worker who is facing a critical illness, and for our community (Duke HomeCare and Hospice); we knew it was a gigantic undertaking. As Water Management employees engaged to make the three-day event happen, it was amazing how employees throughout the rest of the City joined in to help. LaVerne Poole organized an additional hot dog lunch fundraising opportunity for all employees at the operations center so they could come in from the job sites, have lunch, buy dunking booth tickets and have fun. Becky Martin readily volunteered to handle advance ticket sales and recruited several additional folks to be dunked. Renee Watson and JJ Scott made hilarious posters to promote the "dunkees" and encourage participation. Jeff Faucette cheerfully accepted the last minute challenge to send all user e-mails announcing which dunkee was coming up next - to be sure that downtown employees did not miss their favorite! This type of leadership shows what employees can accomplish when the whole City gets engaged.

Congratulations to Gracie Chamblee, Durham taxicab administrator, who received her Master of Science degree in Leadership and Organizational Change from Pfeiffer University on August 13, 2011. She attended classes at the RTP location and the graduation commencement was held on the main campus near Charlotte.

Ms. Chamblee has served as the taxicab administrator for the City of Durham since August 9, 1999. In this capacity she provides and oversees the administrative and enforcement functions of the City’s Passenger Vehicle for Hire Ordinance. This includes issuing taxicab operating permits and driver permits and conducting biennial vehicle inspections. There are currently 105 operators, 141 drivers and 130 taxicabs permitted to operate in Durham.

Ms. Chamblee also helped form and has served as president of the NC Association of Transportation Regulators. She currently serves as the secretary of the association. This organization meets with other taxicab/transportation regulators throughout the state to share ideas to improve the taxicab industry in North Carolina.

Ms. Chamblee also serves on the Transportation Department’s Culture of Service Team. Gracie is an exemplary employee and we are fortunate to have her as a part of our department.

Mark Ahrendsen
Director, Department of Transportation
City of Durham

Not Just Good at What They Do, but Pleasant in Their Interactions

I wanted to make sure you are aware of the excellent service I received from Mr. [John] Read and Mr. [Don] Moore. I had a question about a permit application and was very impressed with the level of patience and professionalism bestowed upon me by these men in their attempt to explain various issues related to my application. The two telephone conversations I had (one with Mr. Read and the other with Mr. Moore) confirmed that the City of Durham has personnel who are not just good at what they do, but are pleasant in their interactions with residents. The latter quality is often not celebrated or recognized enough and I wanted to do my part in letting you know that I appreciate the customer service these men provided to me.

Thank you
Dr. Stephanie Hawkins Anderson

Prompt, Courteous, and Precise Service from Parks & Recreation

I wanted to write to you to express my regard for the work of Lorita Dudus [Parks & Recreation]. She has done a wonderful job helping with my application for the dog park. In my haste, I did not complete the application or send the correct fee. Within one business day, Ms. Dudus contacted me to give me specific details about how to complete the application correctly. Her e-mail was precise and very polite. We have had several e-mail exchanges over the past week. She has continued to be prompt and polite. Ms. Dudus should be commended for her prompt, courteous, and precise service.

Elizabeth Newton

Problem Solved! Re: False 911 Calls and Unlinking Address from Previous Phone Number

Problem: Since I moved in July 4 weekend, I've been visited by the Durham Police Department five times - each time in response to a 911 call that was linked to my address. Since I just moved here and have only a cell phone (no land line), and also have never had occasion to call the police, this would appear to be a problem of my address being erroneously linked with an existing phone number.

Aside from wanting to make sure whoever has been regularly calling 911 actually gets some response to their calls, I'd also like to end the 10:30 p.m. - 3 a.m. visits that have been interrupting my sleep (and likely been causing some alarm for my neighbors as well).

Solution: Thanks to everyone who replied [neighborhood list serve], and especially to Jim Soukup at Durham's Emergency Communications Center. Since Jim took this problem on (the day I e-mailed him), I've not had any unintentional visits from the police, and it appears that my address is now no longer linked to the previous phone number at this residence.

Many, many thanks to Jim for fixing this so speedily.

Liz on Englewood

Inspections Department – Benchmark for Other Towns and Jurisdictions

Thank you very much to the Inspections staff for visiting with The General Contractors of Durham group. You guys never let us down. Most importantly, you continue to prove your department is helpful, informative and VERY accessible. Things that facilitate our relationship in the industry. And, as you heard several times last night, as far as we are concerned, your department is the benchmark for other towns and jurisdictions. We're hoping one day they will all catch up.

Thanks for all you do!

Chris Sparks
Incline Construction Incorporated

Public Works – Customer Service

The Public Works Department has done a GREAT job paving roads this spring and summer. What a pleasure it is to drive on the newly paved streets! Recently I traveled from North Durham to South Durham, and it was smooth sailing almost the whole way. Thank you!

Margaret Riley

Piedmont Wildlife Center is Extremely Grateful for City’s Help in a Crisis

In June, the Piedmont Wildlife Center experienced a loss of water in its facility. Our summer camp program was set to begin on June 13 so we were anxious that we had water. A crew was dispatched the next morning and it was thought that our well had run dry. By June 3 it was determined that the well had indeed run dry so, with the clock ticking, Rosetta Radtke coordinated an effort to get City water brought into the park in time for camp to open.

I wanted to thank Rosetta and David Fleisher for their efforts and others who had been involved as I knew it must have been a major undertaking. Crews or workers from different City departments showed up early every day to dig trenches, lay water lines and to get the current well hooked up to City water. They worked during one of the hottest weeks and had smiles on their faces whenever we came by to say Hi or ask questions about the status.

Thanks to Rosetta Radtke and David Fleischer as well as Michael Hughes, Jim Harding, Tom Lucas, Shawn Waite, Jerry Morrone, Ron Harvey, Steve Miller, Martin Nona, and Beth Timson. The work City staff worked together to bring water to our facility in such a short amount of time and in a very professional manner. They saved our summer camp and we are extremely grateful for everyone's support. I hope that the City can find a way to acknowledge their efforts. Thanks!

Gail Abrams
Executive Director
Piedmont Wildlife Center

Awesome Staff in Inspections

I would like to thank you all [Don Moore, Calvin Jones, Dana Inebnit, Danny Thomas and Dennis Ritchie] once again for your time, effort, and especially for your professional hospitality in meeting with me yesterday afternoon. I was reminded once again of what a pleasure it is to work with Durham City-County Inspections. To be able to walk into your offices and have immediate access is unheard of in today's business environment. I was truly overwhelmed.

Thank you once again and I am looking forward to working with y'all on the subject project.

Charles Andrews & Associates, LLC

Departments Pull Together So Camp Can Go On!

The Department of Water Management received an emergency call one recent morning that the well at a Parks and Recreation site had failed and if another source of water could not be established, summer camp scheduled to begin just one week later would have to be canceled or relocated.

Staff from Water Management – Water and Sewer Maintenance and Utility Engineering, Public Works, General Services and Parks and Recreation all came together to develop a plan to expedite this project. The Parks and Rec staff member said she was amazed at the speed and willingness of all to make this happen. A Water Management employee expressed pleasure at being a part of this cross-departmental team effort and stated: "Great things continue to happen among the numerous City departments."

Thanks to NIS for Years of Diligent Work

I wanted to let you all know that the house was demolished yesterday and that a crew is working on removing the rubbish this morning. While I'm sorry that no help was available for the homeowner and that the house was not salvageable, I am glad to see this blighted property removed from our street; it's been apparent for some time that it wasn't fit for habitation.

Please accept my thanks for your diligent work on this issue over the past two and a half years.

Trae Brookins

Compliment on a great job!

Thanks to Neighborhood Improvement Services and Durham One Call for such quick response to an overgrown grass complaint on Kristie Marie Lane. It really looks good. Great job!

Mr. Hall

SWM Is Appreciated by Crest Street Community

I want to take this opportunity to express my sincere appreciation and commend the performance of Assistant Director, Robert Williams, Operations Manager Andrew Martin, supervisors and employees who assisted the Crest Street community during its annual and most recent community cleanup held on April 23, 2011. The cleanup campaign was a total success and the community could not have met this challenge had it not been for the cooperation and enthusiasm of Robert Williams and Andrew Martin. Especially noteworthy is the sense of teamwork and professionalism your participating Solid Waste employees demonstrated during this community cleanup.

Finally, it is most important that you know the Crest Street community really appreciates your staff's efforts and your commitment to help communities and projects such as ours to be successful. It is by successes such as this endeavor upon which the excellence of good government is built.

Willie Patterson
President, Crest Street Community Council, Inc.

Don Moore and Inspections Department Rate High in Customer’s Opinion

You and your staff are AWESOME, just received a phone call that our permit has been issued for 7723 Guess Road. I want to thank you for all your help, you are so very efficient.

Thank you once again for everything

Rita

Thanks to Engines 2 and 9 and Ladder Truck 2

I want to take a moment to let you know how grateful and blessed I am to work and serve with quiet professionals of the Durham emergency services. I received an emergency call regarding a family member involved in a collision en route to pick up my niece from school. The vehicle was involved in a rollover. The quick response and transport of my sister to Duke University Hospital has my sister intact with no serious injury. She was extricated with kindness, care and expertise only demonstrated by true professionals. The Lindzey, Fife and Jones families send "Thank you and God Bless you" to the staff of the Fire Department. Engine 2 and 9 and Ladder 2 responded to a call of duty. While for some this is business as usual, please know that a difference was made in the life of Stanley, Julie and Kaley Lindzey. Julie was released to return home, a little shaken and bruised, but alive and well. Again, I say Thank You.

Terrie Jones
Finance Department

Eccle Blackwin – A Treasure

My husband and I are among the senior citizens of Durham and upon occasion have had questions/ requests about various things like cutting bushes back on roads where we couldn’t see to get onto a major thoroughfare – like Cole Mill Road, for instance. (We go that way for church.) We called and called and called and nothing happened. Then James happened to get Eccle [Blackwin – Durham One Call] and it was taken care of in a few days!

We had been so impressed previously with Eccle getting bushes cut back so promptly that James had written her name in his "everything book." When we couldn’t get things straight about the garbage, etc., he finally asked someone to "get me in touch with Eccle!" The situation was straightened out the next week.

We have had the usual questions about what to/what not to put in recycle bins, etc. — and instead of talking to several people and get transferred from one person to another – we have learned just to go to Eccle. We know we will get listened to and get things done.

A week or so ago we were calling to see if the city had an organized list of agencies that we could give to a new director of Social Outreach in our church. We got Eccle. Within two days – even though it was not on your system (or whatever you call it) - she got it organized for me and mailed the information to me.

James and I think you have a treasure in having her work for the city! It is a real pleasure knowing that we can call somebody really efficient like her — and she is very nice too!

Marti and James Bennett

Thanks to Leo Leonti of NIS for Helping Save a House

Thank you Leo Leonti of Neighborhood Improvement Services for your work on this. It is greatly appreciated. My wife and I have been saddened to see the property in such distress. Based on the deterioration that we have observed from the outside, I would not be surprised to learn that your intervention saved this house from eventual demolition.

Trae Brookins

Above and Beyond at Parks and Recreation

One morning I arrived at work to find Rich Hahn sweeping (yes with a broom) leaves and other debris off the administration building steps as he wanted to ensure that not only other DPR staff but customers had safe passage to the front lobby. He also went on to sweep the cobwebs off the building’s exterior windows and other places to make sure the entry area was inviting to the general public. As the budget guy for the department, this was way above and beyond his job responsibilities.

Reaching Out To Help Someone Who Really Needed the Help – Community Development

Ms. Virginia Rogers, of the Department of Community Development, was taking an application for the rehab program. When she was verifying info she noticed the person who was 56 years old and disabled seemed to be paying a lot in property taxes. She examined the situation, informed the applicant about the exemption, and then assisted the client with the application process. The client returned to Ms. Rogers for her to review the application to make sure she had all of the needed documentation.

After reviewing the application, Ms. Rogers hand delivered the application to the tax administration office. Because of the applicants income and her disability status, Ms. Roger’s assistance helped the resident receive a 50 percent decrease in property taxes.

This was not part of Ms. Rogers job description, but was just her reaching out to help someone who really needed the help. This extra concern and effort is the routine for Ms. Rogers.

Dorrys McArdle wrote to express her appreciation of Jeff Lewis in the Water and Sewer Division of Water Management. Mr Lewis responded to a call at 10:30 p.m. He was at the house in record time, in the cold and the rain. He explained the situation to Ms. McArdle and made her feel at ease. He was constantly communicating with her and she felt like she wasn't alone. Ms. McArdle was pleased, did not have to pay for the services, and felt that Mr. Lewis made a terrible situation bearable for her. He was polite, informative, and would not let her make him some apple cider as a thank you, "he was just doing his job."

On February 10, 2011 there were 296 water service connections to be disconnected. In addition to this, the field staff had to complete their regularly scheduled service requests, which were already moderately heavy. We had decided to disconnect all of the services, complete the service request and try to reconnect as many as possible. Those not reconnected by 8 p.m. would be reconnected first on the next day.

The field staff decided that they would attempt to reconnect everyone who came in to pay on the same day, which is the normal protocol. Out of the 296 customers, approximately 166 paid on the day of disconnection. The field service staff reconnected each of these customers. They worked together coordinating locations and working until the job was done.

This is commendable considering they had worked a full day and we have two vacant positions in this area. One field service representative, Alvin Brooker, was scheduled off for the afternoon. He took it upon himself to come back after his appointment to assist with the work load. This shows how conscientious they are concerning their job responsibilities. They also exhibited care for the customers who would have been without service overnight. This group of individuals exceeded expectations on February 10, 2011. The field service representatives are commended for their demonstrated teamwork, determination, customer service, hard work and dedication.

Members of Neighborhood Improvement Services (Gwyn Silver, James Leonti, Daryl Hedgspeth, Rick Hester, Lynwood Best, Toya Merritt, Gary Richards, Michael McPherson, Lamont White, and Rudy Rodolfo) volunteered on one of the coldest days this winter to plant 12 trees at the Eastway Elementary School. The team members team up with students, school officials and community volunteers to participate in the Eastway Open Space Green Initiative. The initiative is a year-round effort to provide a wonderful learning environment for the elementary students. The team has adopted the Eastway Elementary School.

Yard Waste Removal – Thumbs Up!

I'm sure you get a lot of complaints about yard waste and other trash removal services, but I want to say thanks to two truck loaders who really helped me out today. I was setting out my leaf bags this morning - yes, I know it was late! - and ran inside to get some gloves. When I came back out, the truck was at the driveway, and I only had four of my 10 bags at the curb. The guys saw me sprinting toward my collection of bags next to the house, and immediately came up and helped me drag them down to the truck. They were pleasant, and funny, and it totally made my day! So please, if you get a minute, thank the guys who picked up on Valley Forge Road this morning. I wish I'd gotten their names, but they were so quick and efficient that they were off to the next house pretty quickly.

Best wishes to your entire staff,
Annie Harrison

As part of my job at Downtown Durham, Inc., I have obtained monthly reports from Debbie Compton as means of tracking number of permits and dollars invested in downtown Durham. Debbie has provided this service to me since 2000. When I have questions regarding a permit, she is readily available to answer and address my concerns. If I don't understand a permit or require more information, she will send that information to me within minutes. When I apologize for being a bother, she laughs and cheerily informs me that she doesn't mind at all. She does her work with a smile and a great deal of professionalism. Debbie represents the true "Spirit of Customer Service." She is a STAR!

Maria Davis
Downtown Durham Inc.

I wanted to share my sincere appreciation regarding the Block Captain Training Workshop that I attended this past Saturday at Holton Career and Resource Center. It was WONDERFUL! Very informative and timely; not to mention extremely entertaining! Kudos to all the presenters who obviously put great attention and effort into their segments; there was a wonderful sense of commradery throughout the entire program, not just among the different groups presenting, but among the audience, as well. I came away with some great new contacts and lots of pertinent info and tips to share with my neighbors as we work to reinstate our Crime Watch program.

Please convey my thoughts to everyone, and many thanks to all of you for everything you do to make Durham a vibrant and safe place to live!

Margaret Sargent

Here at Sunderland Engineering, we have quite a few dealings with your inspectors, and they are very competent, easy to work with, and just top-notch. You really have an efficient and capable bunch of folks working with you.

Tina M. Raneri
Sunderland Engineering, PLLC

Police Officer Terrance Alston – A Great Example of Service to Community

Officer Terrance Alston deserves recognition not only for his strong work ethic and productivity, but also for his involvement in the community, particularly his assigned beat. He has personally introduced himself to the managers from several apartment communities in his beat. In fact, one apartment manager was so overwhelmed that she called for a supervisor to make sure that Alston was really a police officer. She seemingly did not believe that this was a part of an officer’s responsibilities. After talking with the manager of this apartment community, the supervisor decided to stop by a couple more complexes in his assigned area. What the supervisor found out was not surprising at all. Other managers also informed him that Officer Alston had stopped by their offices on different occasions, and provided the same type of service.

The supervisor even took it a step further and talked to some of the citizens and received the same result. Most of the citizens knew Officer Alston. Some of the citizens were pleased with his work while other wished he would jump off a cliff. My guess would be those citizens were not operating within the law.

Officer Alston consistently works at a high level. He has received multiple commendations this month from supervisors in other units for his efforts and assistance.

What is truly striking about Office Alston is his generosity. Without seeking any recognition, Officer Alston purchased toys with his own money and distributed them in the Damar Court Housing Community. In fact, had one of the residents not mentioned it at a community meeting attended by another officer, no one in this department would know about it. When the Department of Social Services announced that they were going to have a shortfall in toy donations for Christmas, Officer Alston, without hesitation, helped coordinate an effort to gather toys. In fact, Officer Alston sent out an e-mail to other squad members challenging them to match what he was willing to donate. As a result of the efforts, $450, 300 pair of skates, and two pair of sneakers were donated. Trosa and local businesses also assisted with the effort.

Officer Alston deserves this recognition

John Shelton

Developing and Celebrating a Culture of Service

Thanks to Alex Johnson and His Team (General Services)

Alex Johnson and his team of workers went beyond the call of duty in seeing that the condemned tree in front of my house was removed with the greatest of care and regard for my existing landscaping. When they returned to plant our new tree, they again took the greatest of care in placement and planting. I had asked to purhase a larger tree than usual and Alex Johnson was extremely helpful in getting me the information I needed to carry out that request. His communication skills are impeccable and when he says he's going to do something, he does it. You can tell he's a man of integrity with excellent leadership skills. His team of workers followed his direction beautifully. They, too, were a joy to work with throughout the entire process.

As a result of their job well done, I would like to nominate Alex Johnson, in particular, and his team in general, for any sort of award that you could give them. The professional manner in which they conducted themselves was very much appreciated and refreshing to observe.

Patricia M. Henderson

Thanks again for Fire Station number 2

Just wanted to let everyone in Watts Hospital Hillandale Neighborhood Association know that our own fire station is the best. Part of my mom's power and the heating system went out Sunday afternoon due to a fallen limb. My mom was real upset and I called the fire station to see if they could go and check on her. They immediately went and checked on her and they called me back as well, to tell me what had happened. One of her neighbors then brought her over to my apartment. They went beyond the call of the duty for my 90-year-old mom.

Thanks again for Fire Station Number 2!

Jean Hall

I just wanted to thank Dale McKeel, the city's bicycle and pedestrian coordinator, for taking the time to track down the relevant folks at City Hall to answer this question: Does anyone know if the city of Durham has a street sweeping schedule for the fall published anywhere? Leaves are getting pretty deep in our neighborhood, and I’d hate to see some of our blocks miss the opportunity to have them swept up because too many cars were left parked in the street on the day the sweepers come through.

What I’ve learned is that, while there is no exact schedule for street sweeping, according to city officials "it normally takes about a month and a half to two months to get around all the curbed and paved streets that the city has."

Barry Ragin

I just wanted you to know what a wonderful job our trash collector does for us. Just this week, he had to get out of his truck and he pick up trash that had fallen out of our trash can. He also picked up the recycling items that had blown out of the recycling can and placed them back in the can. We appreciate him going the extra mile to help our neighborhood stay clean.

Please let him know how much we appreciate him.

DeLynda Cook

Thanks from Planning Department for Recycling Assistance

I wanted to take this opportunity to let you know about the extraordinary service provided by Eric Futtrell on your staff. Please let Eric know that we were exceedingly grateful to him for taking care of our unexpectedly large recycling situation. We believe that this is not his regular job and he could have delayed the work for someone else.

The Planning Department cleaned out its storage facility this week which resulted in a recycle load that filled bins all over City Hall. In the Planning Department alone, Eric emptied two of the extra large bins and eight of the regular sized bins. All of the bins were exceptionally heavy and barely moved because Planning staff had compacted the recycle material into very dense loads.

What is even more amazing is that Eric did all this work while accommodating an injured hamstring muscle. It was obvious that he was in pain. He indicated that he suffered the injury in a benefit basketball game between Solid Waste and the Fire Department. Therefore, we applaud Eric’s work for us and also his work for the good of Durham. Our heartiest thanks.

It is also important to express our appreciation for our regular recycling technician, William McDonald, who is with us day in and day out. The Planning Department has a deep appreciation for the work of Mr. McDonald. Our recycling trash is very different from most departments. We fill our bins with 6 foot maps and sets of plans that are often dozens of pages thick. Mr. McDonald takes care of all of this for us and assures us that we will have room for our next batch. He circulates through the department on his visits to be assured that his job is complete. He is always welcoming and cheerful as he helps us maintain recycling goals. We are very grateful for all that he does for us.

Bonnie Estes
Assistant Planning Director

Would you tell whom ever in the City how much we appreciate the groups coming out working with us, they are a hard working group of folks and the City is blessed to have them in its employ. I don't mind my taxes going up for saleries for this caliber of individual.

From the Super Geezer's
(The Super Geezers are a group of retirees that regularly take part in the construction of Habitat for Humanity homes. Through its Culture of Service initiative, the City of Durham has had employees volunteering their time to assist in these projects.)

I am away a lot for work. My mailbox was damaged last week and when I returned, a neighbor told me it was on garbage/recycling day because they saw it and it looked like the trash truck had hit it by accidentally backing into it. My homeowners association representative contacted someone in the city to take care of it and I totally didn't expect it to be taken care of so quickly, but someone has already fixed it.

I wanted to say thank you and to say I totally appreciate how awesome and quick the city took care of the issue! I love our garbage/recycling people! Even though my garbage/recycling bins are in perfect condition (I don't ever put them out because I use about a grocery bag worth of garbage at my townhouse/office and my neighbor lets me put it in hers to save them a stop so they don't need to waste time), but I always say hi when I see them and they are so nice! I even used to put the garbage and recycling bins up each day to people's garages to save them a trip to the curb! Anyway, it looks as if God and the city helped me so quickly in responding as a "thank you" from the universe for all the times I helped out! I just wanted to express my sincere gratitude for such a quick and amazing new mailbox and say that I'm so grateful that someone took care of it so fast! I had already managed to lower it myself since it was angled upwards, but it was all dented and although it wouldn't have bothered me that way. I know the neighbors are big on the appearance of the neighborhood which is why I told the homeowners association rep, about it to see if he could get it fixed.

Thank you so much for fixing it! Durham is wonderful and I'm so impressed at how quickly the city took care of such a minor request! God bless you all!

Sincerely,
Kelly Marie Gordon, M.Ed., MBA

Citizen Thanks Fire – Inspections for Safe Fireworks Displays

I am a devoted fan of fireworks. During the Durham Bulls’ Baseball Season, I had the opportunity to watch the firework displays at each of the games on Friday Nights. I would like to commend Fire Marshal Ken Crews and Fire Inspector Lennis Harris for their open communication to make sure that everything was safe for the fans. I observed them several times on the baseball field in conversation just prior to the firework displays. I basically attended all the games on Friday nights at the Durham Bulls Athletic Park and I never once saw anything get out of control. They both worked together very harmoniously for the fans safety and for us to enjoy the fireworks. Thank you both for allowing fireworks to continue at the Durham Bulls games.

Thank you
Lillian M. Cates

NIS – Daryl Hedgspeth to the Rescue

There was a major glitch with the projector at an evening City and County Neighborhood College presentation. Daryl was called to try to explain the steps to resolve the problem, but he volunteered to drive from home back to the office to solve the problem.

A few minutes after arriving, he had the problem solved, and my presentation was shining brightly on the wall behind me. I can’t tell you how relieved that made me feel, as well as the relief that it provided for the other two departments that had to present after me.

The reason that I’m sharing this is because Daryl gave up his free time at home to voluntarily come back to the office to make sure that the equipment was working properly. Daryl appears to me to be one of those types of employees that works hard behind the scenes, and never seeks recognition for his efforts.

I just wanted to make sure that you knew what he did for all of us at the meeting last night, and the impression that his "above and beyond" efforts left on many people at that meeting!

As a City, we have spent a lot of time talking about Culture of Service. As you will recall, one of the legs of the Culture of Service triangle is Service to Others. In my opinion, Daryl was a living example of that portion of the triangle last night. Please extend my sincere appreciation to him for his extra efforts. You should be proud of having such a dedicated employee!

Gene Bradham
Director
Inspections Department

You’re the best! (Inspections)

Debbie, You're the best! Thank you!

We've been in business 30+ years, I've been here 12 of those... We have worked with cities all across the United States ... and we have never had anyone in any inspection department as helpful and as good to work with as you are!

Thanks so much! Have a great weekend.

Thanks to Human Resources

I wanted to thank you and your wonderful colleagues (Katrena Neal, Ruby Hargrove-Monds, Virginia Jones, Kristina Wharton, and Erica Bullock) again for your most valuable assistance at Durham’s fifth annual Addiction Recovery Celebration. Your energy and outgoing personalities are most appreciated!

Mr. Bonfield, I wanted you to be aware of the City employees who have generously donated their tireless efforts to this important community event, some of them for the past three years. They are a real credit to the City of Durham.

Thanks again!

Doug Fuller
Director of Communications
The Durham Center

Water and City Hall

I just returned from a wonderful exchange at City Hall and want to pass this along in the don't-fight-city-hall-work-with-city-hall arena. My water bill is generally between $12 - $15 a month. My June/July bill came and it was for about $360! I discovered that the timer on the irrigation system jammed and never shut off. (I paid the bill because I was going out of town and didn't want the water to be shut off).

Today, I went to City Hall and explained to the friendly customer service rep (Doreen Crabtree) what happened, showed her my receipt for the replacement timer and she said I will be credited or refunded with the difference, whichever I prefer, in four months.

Nice ending to a potentially costly story. Oh, and I went to the main desk and filled out a customer service form to praise the rep.

Linda

Thanks to BMS – Strategic Initiatives

Ms. Atkinson,
I wanted to personally thank you for spending time with the Citizens Advisory Committee a few weeks back and for helping us think through our role. I thought you did an incredible job facilitating our conversation and being an objective source for reflection.

I apologize that everything was unorganized and a little wild. As you can tell, we are in the middle of some transition with leadership and in identity.

Your time with us made a difference!

Todd Maberry
Director of Academic Formation and Programs
Duke Divinity School

Durham’s Inspections Department Highly Regarded across the State

I deeply appreciate your ongoing generosity in terms of your time and judgment on this project, and I am grateful for the courtesy you have shown me and my staff as well as to the owner and contractor.

I hope that we are near the resolution on this, but whatever comes, please know that Durham is my favorite inspections department because of our pleasant associations. We view local and DHSR code reviewers as part of the design team, and you certainly treat us as colleagues even though some of the things that need to get worked out can be tedious and frustrating to you, I’m sure.

Nathan Isley

Carlos Lyons of the Solid Waste Management Department showed exemplary leadership while out on a collection route. He observed a drunk driver hit three cars and immediately took action to follow the driver for two miles. Carlos notified the police and the person was caught and taken into custody. This is the type of leadership that helps keep Durham residents safe. A big thanks to Carlos for his heroic efforts!

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