City Spotlight
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.
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 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 To Steve Medlin and Gene Bradham 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, Durham Parks and Recreation Staff, 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 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 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 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, 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, 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
Recreation Assistant Supervisor - Mature Adults
Durham Parks and Recreation
Lyon Park Senior Center Manager
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.
President - Emorywood Orchards HOA
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.
Recreation Assistant Supervisor
Holton Career and Resouce Center
Director of Senior Center Programs
Council for Senior Citizens
President, Old North Durham Neighborhood Association
Kristin
Risa Foster
Durham Habitat for Humanity