(7)AR 101910 Community Services Department 5-Year Strategic Plan

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d. Staff Training GOAL = At least the following staff trainings shall be facilitated. 1. First Aid/CPR/AED + Documentation MEASUREMENT = Department shall host at least one training for certification in each fiscal year, beginning in fiscal year 2010-11, and strive to have all staff members certified. 2. Customer Service MEASUREMENT = Department shall host at least one training for customer service skills in each fiscal year, beginning in fiscal year 2011-12, and seek to have all staff members attend such training. 3. Risk Management MEASUREMENT = Each Division shall collaborate with City Risk Management to facilitate at least one staff training each fiscal year, beginning in fiscal year 2011-12, in a topic to be determined jointly by Risk Management and each Division Manager. 4. Human Services Division MEASUREMENT = Human Services Division shall plan for appropriate staff training and incorporate a budget for such into each fiscal year budget, beginning with fiscal year 2011-12. 5. ECE Teacher Credentialing Permit MEASUREMENT = Human Services Division shall ensure that all ECE site employees are in possession of a valid Teacher Credential Permit from the State of California, beginning with fiscal year 2011-12. 3. Community Outreach/Marketing a. Customer Feedback GOAL = Department shall strive to continuously solicit feedback from our customers, pertaining to level of satisfaction with programs & service, as well as ideas for new or needed programs & services. MEASUREMENT = Each Division shall submit a "Customer Feedback Analysis & Plan" during the budget process of each Fiscal year, beginning in 2011-12. This plan shall outline methods for soliciting customer feedback in the coming year, and shall provide a summary evaluation of the Plan for the previous year. GOAL = Any customer that announces withdrawal from any Department program, for whatever reason, shall have their input on the program solicited, via an exit survey or interview. MEASUREMENT = All refund forms shall be altered to include a space for customer "reason for withdrawal." This data shall be kept, and a detailed analysis, with any corrective action, provided with the "Customer Feedback Analysis & Plan" outlined in the previous goal. This goal shall be achieved by the end of Fiscal year 2011-12.