Page 136 - SAC - DYPCE - AMB 04 11 19

Communication, Collaboration, and Personnel Management
10. This position will interact with managers throughout the City as well as partner organizations and
individuals in the community. How do you evaluate whether your department is providing a good
level of customer service? What do you feel are some of the challenges to achieving a high level of
customer service?
If the organization has a lot of long­term employees who don't have that focus and training, it is a
challenge to get that to the top of their minds because they have a more bureaucratic approach;
better to relate to the public like they are a trusted neighbor rather than like you are the public
official; having staff understand that people come to you and you are the City's ambassador, their
sense of service is based on their interaction with you, be a good listener and try to solve their
problem as best as you can; setting the tone has a big impact, hiring people with that intention, staff
starts to put more attention on it when they see it modeled, create the culture; focus on staff who
struggle having this approach, not a punitive culture but behavior correction; value of excellent
service; would love to institute a more formal approach, has researched Disney's approach and
others. Designed a customer pledge that is where the public can see the promise
Closing
11. Is there anything else you would like to add?
Feel like he had a chance to cover what he is about wanted to ask some questions.
12. If out of the area – Are you willing to relocate?
Overall Comments:
Mario Lara
Monday, March 25, 2019 10:58 AM
City of Sacramento
Director of Youth, Parks, and Community Engagement
Phone Screen Questions
General Questions
1. Why are you interested in the YPCE Director opportunity with the City of Sacramento? Why are you
actively or passively looking for a new position?
Passive job seeker; has been with Riverside for 14 years, not actively seeking, has a good balance and
good working relationships, has a young child in school and life is stable; however, he has ambition to
grow and challenge himself, the opportunity caught his attention as it is a natural progression; has
been to Sac several times and has toured it; discussed with family that he wanted to pursue the
opportunity; has a lot to offer the community and feels that he is ready
2. Please describe your most recent position and day­to­day responsibilities.
Has been the Deputy for 7 years, served under 2 directors, the first was seasoned and added the
Deputy assignment; he is responsible for the budget and the administrative aspects of the
department; 3 divisions, recreation, parks maint, community services, all three report to him, planning
division reported to him with a dotted line to the director. Also have a special transit operation that is
unique, provides transportation to seniors and disabled persons, that manager reports to him as well.
Sits in on the major event planning meetings to be aware of what is going on and to provide guidance
to staff; not a micromanager. On the community service side, they have senior, gang intervention, and
youth programs; consults with the division heads and the supervisors to be sure programs are being
marketed correctly, looking at attendance rates, quality of service; attends pre­planning and debrief
meetings. Directs and oversees the budget, sets the fees, delegates a lot of the work, but is present
for staff to consult with him. Most difficult customer issues come to him; interacts with members of
the public quite a bit; lots of discussions about glycosphate, gets involved in the marketing, goes to a
lot of gatherings to represent the department, attends advisory group meetings; keep people
informed, motivated, and together as a team with a consistent message of a culture of service to the
community. He transitioned into parks from the City Manager's Office, he was the Deputy for 3 years
when the Department head position had opened, and he wanted to give himself more time and did
not compete. Now is a good time.
3. How many employees do you supervise? Who do you report to?
4 direct reports; 1 indirect; reports to the department head; also serves as the interim parks
superintendent due to a retirement and working on the recruitment; getting the perspective of parks
from that level, has 35 people in the maintenance division, he has 4 additional direct reports.
Position Specific Questions
4. Describe your experience with each of the three areas of the department: Youth, Parks, and
Community Engagement