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COUNTY OF SAN MATEO
Inter-Departmental Correspondence
County Manager’s Office
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DATE:
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February 1, 2010
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BOARD MEETING DATE:
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February 23, 2010
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SPECIAL NOTICE/HEARING:
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None
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VOTE REQUIRED:
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Majority
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TO:
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Honorable Board of Supervisors
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FROM:
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David S. Boesch, County Manager
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SUBJECT:
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Employee of the Month for February 2010
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RECOMMENDATION:
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Honor Carl Hollomon, Jr. as Employee of the Month for February 2010 and authorize the President of the Board to sign the commendation.
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BACKGROUND:
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The Employee of the Month program was established in December 1984 to recognize and honor County employees who consistently demonstrate an outstanding level of performance.
Our Employee of the Month for February 2010 is Carl Hollomon, Jr., a Child Support Services Supervisor in the Department of Child Support Services.
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DISCUSSION:
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Carl Hollomon Jr. has been with the County since 2001. Carl started as a Customer Service Specialist in the newly re-engineered Call Center, he was then promoted to Lead Customer Service Specialist and he is currently Supervisor. Carl has distinguished himself as a thoughtful, compassionate and results oriented supervisor.
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In February 2009, San Mateo Department of Child Support Services embarked upon an ambitious shared services project. San Mateo along with Marin, San Benito and Santa Cruz counties entered into an agreement whereby San Mateo County answered client calls for the three other counties.
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The Call Center handled approximately 4,100 calls a month from clients in San Mateo County. With the addition of Marin, San Benito and Santa Cruz Counties, the number of calls increased to an average of 5,900 calls per month. This volume increase brought the need for new staff. Carl played a key role in the recruitment and hiring of call center representatives by assessing their strengths and ability to function in the fast paced environment.
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Carl has a systematic approach to training new employees in the Call Center that ensures they learn the Child Support Enforcement system and that they gain the knowledge of the policies and procedures of the Child Support Program. He is diligent about meeting with his staff to provide progress reports, discuss areas for improvement and include them in solutions when problems arise. Carl is customer focused and proactively seeks and finds ways to provide the highest standards of services to our residents.
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As part of the Department’s efforts in making shared services successful, Carl has worked with his counterparts in other counties to provide information and resources regarding the Call Center. San Mateo has been able to host a number of counties and State DCSS staff wishing to view the Call Center. During these visits, Carl has prepared needed material, arranged for those agency’s staff members to sit with a San Mateo Call Center representative and answered all questions regarding the Call Center from effective hiring practices to managing overall performance.
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To date, the shared services venture has proven successful. Carl continues to handle the day-to-day operations of the Call Center with no additional supervisory or lead staff, despite an increase in staff and significant increases in call volume. Carl is a change agent for the department, and is focused on providing a high level of customer service.
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Approval of the Employee of the Month contributes to the Shared Vision 2025 outcome of Prosperous Community by recognizing employees that foster innovation and excellence in the services provided.
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Our County is fortunate to have Carl Hollomon, Jr. as one of its outstanding employees.
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