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HomeMy WebLinkAbout2010-01-05 Board of Selectmen HandoutDRAFT MOTIONS BOARD OF SELECTMEN MEETING JANUARY 5, 2010 Tafoya, Bonazoli, Anthony, Goo, Schubert Hechenbleikner 3a) Move that the Board of Selectmen place the following name into nomination for one position on the Conservation Commission with a term expiring June 30, 2010: Brian Sullivan 3b) Move that the Board of Selectmen place the following name into nomination for one Associate position on the Advisory Committee on Cities for Climate Protection with a term expiring June 30, 2010: Ron Taupier 4a) Move that the Board of Selectmen close the Warrant for the Senate Election to take place on January 19, 2010 at the Hawkes Field House on Oakland Road in Reading, Massachusetts. 4b) Move that the Board of Selectmen close the hearing on parking regulations on the south side of Woburn Street between Lowell Street and the Municipal Parking Lot. Move that the Board of Selectmen amend the Traffic Rules and Regulations adopted by the Board of Selectmen on March 28, 1995, for the Town of Reading, by adding to Article 5, Section 5.4.2 the following regulation (s). "2 HOUR PARKING between 8:00 am - 5:00 pm" STREET Woburn Street - South Side LOCATION From the entrance to the municipal parking lot eastwardly in (4) designated spots. 4c) Move that the Board of Selectmen continue the hearing on an application by Starbucks at 288 Main Street for a waiver pursuant to section 3.9 of the Board of Selectmen policies to allow them to open at 5:00 a.m., M-F, except on holidays to January 12, 2010 at 7:45 p.m. 4d) Move that the Board of Selectmen close the hearing on an application by Starbucks at 24 Walkers Brook Drive for a waiver pursuant to section 3.9 of the Board of Selectmen policies to allow them to open at 5:00 a.m., M-F, except on holidays. Move that the Board of Selectmen vote to approve an application by Starbucks Coffee Company at 24 Walkers Brook Drive to open at 5:00 a.m., Monday through Friday, effective January 6, 2010, and excluding state designated holidays. This approval will expire December 319 2010. The Board of Selectmen finds that in accordance with Section 5.10.4 of the General Bylaws: • It is in the interest of the public health, safety and welfare or that public necessity or convenience will be served by permitting such operation; and • There is no detrimental effect of such operation on the Town or the immediately abutting neighbors. • The Board determined that in accordance with Section 5.10.5 no public hearing will be required for this application. 5a) Move that the Board of Selectmen approve the minutes of November 17, 2009 as amended. 5b) Move that the Board of Selectmen approve the minutes of November 24, 2009 as amended. 5c) Move that the Board of Selectmen approve the minutes of December 15, 2009 as amended. Move that the Board of Selectmen adjourn the meeting at p.m. 0 TOWN MANAGER'S REPORT Tuesday, January 05, 2010 • Due to a staff error, the notice for the hearing on the early opening was incorrectly noted as 228 Main Street rather than 288 Main Street. This hearing will need to be re-noticed. • Local Elections 2010 o Nomination papers available o Nomination papers filed by February 16 - 5 PM o Withdraw nomination papers by March 2 o Register to vote by March 17 o Election April 6 o Annual Town Meeting starts April 26 • Draft Town Clerk's guidelines for Town Meeting handouts • Town Census - 3rd week in January - PLEASE USE THIS OPPORTUNITY TO LICENSE YOUR DOG in the least cost timeliest manner available • Federal Census -April 1, 2010 • Flu clinic An H1 N1 flu clinic is scheduled for January 16 at the Coolidge Middle School 10:00 am to 4:00 PM. This is open to the general public, including students in grades 6-12 who would like the vaccine but had not turned in their permission slip for the "in school" clinics that were held in December. • Compost Center is open Saturday January 9, 8 am to 2:30 PM for Christmas Tree disposal - curbside pick-up of Christmas Trees is the week of January 11, 2010. • For public safety purposes, and the ability to access the area with emergency equipment Chief Cormier has authorized a temporary, (until further notice) ban on parking on the.North side of Washington from Prescott to Lincoln. • Snow and Ice removal - resident obligations - keep it on your own property - don't block sidewalks. • Snow removal downtown • The Town of Reading will once again sponsor its Annual Martin Luther King Day Celebration on Monday, January 18th at the Reading Memorial High School Performing Arts Center. Breakfast will begin at 9:00 AM and the program will commence at 10:00 AM Dates and Events: • Special Election - Senate seat - January 19 Page 1 of 1 Hechenbleikner, Peter From: Gemme, Laura Sent: Tuesday, January 05, 2010 3:56 PM To: Hechenbleikner, Peter; LeLacheur, Bob Subject: Election Cost for 12-08-2009 FYI... Item Dec Cost Common Signs $ 45.00 Absentee Ballot Postage $ 69.60 Warrant Publishing $ 3.60 Food $ 1,048.62 New Tables $ 999.80 Election Workers $ 7,613.18 Police Detail $ 2,520.83 DPW Detail $ 994.11 Media Cards - LHS $ 491.35 BJ's Membership $ 45.00 HC - Media Cards $ - Printing Voting List $ 32.00 Total $13,863.09 Lamwa,A Getnm, i Town Clerk Town of Reading 16 Lowell Street Reading, MA 01867 (P) 781-942-6647 (F) 781-942-9070 (E) Igemme@ci.reading.ma.us (W) http://www.ci.reading.ma.us When writing or responding, please remember that the Secretary of State's Office has determined that email is a public record. This communication may contain privileged or other confidential information. If you are not the intended recipient, or believe that you have received this communication in error, please do not print, copy, retransmit, disseminate, or otherwise use the information. Also, please indicate to the sender that you have received this email in error, and delete the copy you received. 1/5/2010 (3 DRAFT Town Meeting Handout Guidelines To ensure that all Town Meeting members have access to the same information, distributed in the same manner, please follow the below listed guidelines for handout materials: Materials that are prepared by a Town Board / Committee / Town Department must include the following: o Article name and number o Name of Town Board / Committee / Commission or Town Department o Date the document was created o Contact Information o Approval of Town Clerk's Office Materials that are prepared by petitioners or other voters must include the following: o Article name and number o Contact information of person who created handout o Date the document was created o Approval of Town Clerk's Office All handouts: • Must contain facts only unless specifically stating "This is the opinion of " • Should be on white paper only • Should be double-sided copies if more than one page • Pages should be numbered for easy reference • Should also be sent to the Town Clerk's office electronically to be able to be added to the minutes. • May be distributed only by giving adequate copies for all Town Meeting members (192) to' the Town Clerk or designee by 6:30 PM on the night in which the subject article will be discussed • All handouts not approved will be removed and recycled • All handouts not distributed must be picked up at the end of each night or they will be recycled at the end of each night. All PowerPoint Presentations: • Must consult with the Town Clerk before the meeting • Provide a copy before the meeting • All presentations will be given using the Town of Reading laptop computer NOTE: If possible all Motions and Amendments should be provided in writing and duplicated on white paper. 12/2009 0 DRAFT 2010 Town Manager's Goals and Action Plan Town of Reading MA Finance - Reading will continue to evaluate revenue sources, cost reduction, regionalization of services, and level of services with the goal of maintaining long term fiscal stability of the community while providing a level of service that the community can sustain. 1. Complete labor negotiations for 2011 within the resources of the Town and its ability to sustain those labor agreements over time.,..;:!; tt'' ; 2. Limit reliance on non-recurring revenue including'- serves 3. Apply for stimulus funds and other outside resources to `support operating and capital or other one time expenses. ,;~i,{~;!~?!fit al servic!e~~s 111n a ue to provide munciP Services - Reading will contra s cost effective, efficient, and customer service"=friendly manner as possible. Where reasonable a self service;; element to ToWn services will be available for those who choose to use it. 4. Establish a universal customer' `service 'policy for use in all departments; train employees on the customer service po-licy;:v:i!;continue to measure customer satisfaction; identify and recommend changes tti''regulations that do not meet customer service goals, or that will make them easier for customers to understand and use. 5. Implement a tracking and management stem for Community Services permits and licenses. 6. Establish a "customer service request" module on the web site. 7. Review and h0prove''tl e : Town web site, including providing for customer interaction with the:Town electronically. OperatioReading will continue to provide as full a range of municipal services as resources allow. 8. Implement the. elimination of snow plowing of church parking lots effective with the winter of 2010/2011, and communicate that direction to all of the effected organizations. 9. Complete each spring/summer a thorough review of sidewalk snow plowing for the previous winter, in accordance .with the Board of Selectmen policy on this process. 10. Continue to work on the priority items from the DPW Management study 11. Add additional MUNIs modules. 12. Expand the Records Management efforts including beginning to provide records as appropriate to the public via the web site. 13. Plan for the renewed bidding of rubbish collection and disposal and recycling contracts, enhancing Reading's recycling participation and taking advantage of q e I 54 Opportunities to cooperate with other regional partners, and evaluating the use of improved technology to provide enhanced service and encouragement to improve recycling among our residents and within Town government including the School Department. Health and Safety - Reading will continue to focus on strong public health and safety services with a goal of making the community one of the healthiest and safest communities in suburban Boston. 14. Complete Continuity of Operations (COOPs) planning for all Town, School, and Light Department functions ,,aii,,il;liillui,, 15. Complete evaluation of regionalization of Public Safe, bispAch. 16. Continue to work with the School Department on hear h 1 nd safety issues. 17. Focus public health, School, Substance Abuse;;;;{;;and ofherk4esources on. obesity prevention as one of the major health crises facing our 666try. Find ways to encourage walking, cycling, and other activities. These eforts may involve many departments, with efforts led by the Health Division. _Community Development / Sustainability: Reading has worked to maintain the character of the,.,. community, while making planned and deliberate improvements to the T wail... : Major efforts have been led by the Board of Selectmen the CPDC tli'e,Ee'on`omc Development Committee, and the Advisory Committee on Cities for CL Protection. The World Cafe held in 2008 helped inform. the abov6.bodies ofipublic opinion on the future of Reading. The list below is intended1to address major high priority action items for 2010 to inmplemerifthis vision. 18..Continue progress towards :meeting xle required 10% of housing units as affordable. This goal may be met through development of the Addison Wesley Pearson site`rdeyeloprrent of the Oaktree and/or Mawn projects downtown, additional units;:at,Peter''Sanborn Place, and additional units in downtown as feasible. 19. Work.:. towards the; beginning of construction of major private downtown development projects'- Oaktree, Mawn, Lynch, and other opportunities. 20. Complete South Main Street design guidelines and proposed amendments to zoning to achieve those design guidelines. 21. Complete the design of "Way-finding" system for Downtown, and begin implementation as opportunities and resources allow. 22. Implement high priority parking recommendations for downtown: a. Expand Employee Parking; b. improve parking directional signs; c. sharing of private parking spaces; d. valet parking; e. expand parking supply; f. bike racks; and bike routes throughout town g. bus shelters 55 23. Evaluate the acceptance of the Green Communities program in Reading. 24. Continue to work with Town, School, Facilities, and. Light Departments to meet Sustainability goals for CO reduction, anti-idling, etc.. Asset Management - Reading will strive to maintain and improve the current and desired capital assets of the community through long term capital planning in a fiscally prudent manner. Where resources for major projects are not available within available resources, and grants and outside resources are also not available, the community mayii%` ';,asked to support such improvements through additional taxes. i! 25. Complete Performance Contracting by the end ofd2;010; "fork with the School and Facilities Departments to secure additional...fiir ding to_lijj *pand performance contracting efforts, perhaps for things like windows.' 26. Implement the ad hoc Municipal Building"Committee, and as pa%fi'Hb f that process address the priorities and programming for improvement to: a. Cemetery Garage b. Library c. DPW vehicle maintenance d. Improvements to opera 6 safety/security, and aesthetics of DPW site e. Mattera cabin 27. Begin Memorial Park constructiofidn 28. Complete Washington Park and Kellam' playgr''," d construction by September 2010. ; 29. Complete a Master Plan for Joshua E6 on site by summer 2010. 30. Secure the services of a Landscape arclli'tect for Birch Meadow site. 31. Continue efforts to add to the Town's trail system, including progress to implementing the Ipswich River Greenway; 32. Continue to work towards funding for the West Street project. Governance, Regulation, and Policy Development - Reading will continue to' address major emerging issues through bylaws, regulations, and Selectmen's 'policies. As a general rule, the fewer and simpler the regulations the better: Additionally, Selectmen's policies may be used to memorialize current and proposed administrative practices to provide an historical record and direction for the community in the future. 33. Develop a scope for review and revision of the Zoning Bylaw. 34. Complete the proposed revisions to the Sign By-law for action by 2010 Annual Town Meeting. 35. Complete the revisions to Article 6.3 of zoning on non conforming uses for action by 2010 Annual Town Meeting.. 36. Review the need for Junk regulations (primarily precious metals) and determine the best way to implement regulations. 56 0 qe3 37, Review the need for Earth removal regulations and determine the best way to implement regulations. 38. Establish a common policy with the School Department on naming of facilities and sites in the community. 39. Establish a communications policy for the town working off the elements, of a past Department head retreat on communications. Specifically include in the policy and subsequent training, policies on the use of social media as part of the Town's efforts to communicate with its residents and others. 40. Conduct a complete review and re-write of the Traffic Rules and Regulations. 41. Complete with the Bylaw Committee, Town Clerk, town Counsel a full review of the general bylaws .uOti 42. Review LIP regulations and recommend an it }tints to the Board of Selectmen Human Resources/Personnel _ The human capital of the conPaunity is the major resource that is necessary to achieve the provision of ser'ges to the community. This human capital includes employees, officials, members of Boards, Committees and Commissions, and the human capital of the community as a whole. Humarf!b` p tal is to be supported and respected by the Town. 43. Complete the negotiation of 6 labor contr" acts ;for FY 2011. 44. Evaluate the newly.implemented 131ea1th"PinsurMO!;' ogram for active and retired employees, anddetee what if any;; changes af'e required. 45. Evaluate the,*ovision of a Disabili Insurance program for active employees and the pafameters of any such program`;::!.;' 46. Continue B/C/C ChairNice Chair training. 47. Implement training on Ethics and Open Meeting law as required by the recent changes in law, unless those changes are deemed an un-funded mandate by the State Auditor. 57 KEN DRAFT POLICY ON CUSTOMER SERVICE Town of Reading MA The Town of Reading is committed to operating in an excellent customer service orientated manner throughout its entire operation. Excellent customer service is our goal. Excellent customer service means consistently and continually exceeding customer expectations, and results in an organization meeting the needs of its customers in a consistent and professional manner. The Town's Mission Statement reads: "The Town of Reading strives for excellence in all its services - from education to government - and seeks to enhance the social, intellectual, and leisure life of the. community." In furtherance of this Mission, the Town has adopted the following statement of values to provide guidance for employees and-officials in how we go about doing the work of local government: Values The municipal government 'of the Town of Reading will be guided by the following values: IntelZrity and Transparency • Reading municipal government and its employees and officials will be guided by the highest standards of ethics and integrity. • Municipal business will be conducted in an open manner with opportunities for public discussion and input into decisions. • The community will be kept informed with open communication. • All official business will be conducted in a civil, professional, and mutually respectful manner. Excellence • Excellence will be the standard for all municipal services, with continuous review and evaluation of best practices, incorporating new methods and technologies, striving for efficiency and cost effectiveness. • Reading municipal government will. make decisions based on careful planning consistent with town-wide goals. Diversity • Municipal government will encourage diversity and respect for differences in the conduct of its business and in recruiting and hiring personnel and in providing enrichment opportunities for the community. Community The following are values that the community holds in high regards: • Social, Environmental, and Financial Sustainability • Tolerance, Civility and Cultural Diversity • Volunteerism and Civic Engagement • Historic Preservation and Open Space 58 yF1 ® Recreational, Cultural, and Educational Opportunities While it is impossible for this Policy to describe every customer service situation that may arise, the standards explained in this Policy are guidelines that should govern our customer service at all times. The following are standards for excellent customer service: ➢ Treat customers with dignity, respect and courtesy at all times ➢ Actively listen to customers needs ➢ Communicate in clear language that is understandable to customers and staff ➢ Provide alternative means of communication with the Town including email, phone, fax, web site, and in person ➢ Respond to customer requests quickly and completely ➢ Help customers to achieve their goals within the applicable laws and guidelines ➢ Apply sound judgment in support of the needs of customers ➢ Help customers negotiate the Town processes for positive results ➢ Offer alternative approaches and options to help customers achieve their goals ➢ Simplify processes, forms, and procedures so that they are easy to use and to understand ➢ Provide a way for customers to provide feedback ➢ Assess customer feedback and incorporate changes to improve service If an employee is confronted with situations not covered by this Policy, or has questions regarding the matters that are addressed in the Policy, the employee is urged to consult with their Supervisor or the Town Manager. Ultimately, employees need to use good judgment and common sense in providing service to customers in a manner that the employee would like to be treated if they were the customer. 1. Responsibility for Implementiniz this Customer Service Policy Employee Responsibility All employees of the Town of Reading are to be made aware of the importance of customer service within the Town's operation. Employees should be clearly aware that customer service abilities in all levels of their work will impact performance reviews and promotional opportunities. The Town of Reading will recognize excellence in customer service through the Employee Recognition Program. Supervisors and Management Responsibility . Leadership by example is a key component to excellence in customer service. Town management must continually promote in their actions, words and writing the paramount importance of customer service standards. Performance reviews of management personnel will be impacted by the ability of a manager to provide high levels of customer service, and the ability to train and supervise employees to do the same. Supervisors will ensure that customer service questions are included in all interviews of potential new employees, and will cover this policy and any additional customer service expectations in new employee orientations 59 q e v Town Responsibility All new employees will be provided with a customer service training class that includes an active listening component within one year of employment. All employees will be provided with an additional customer service or communications training as resources allow. This will be a part of the employee's individual development plan as part of their annual employee review. 2. Internal Service Departments Several Town Departments are in existence to serve other Town Departments directly and not the general public. The Town's customer service standards are fully applicable to our internal service departments. The ability of the Town to meet its own needs in a professional, efficient and customer service orientated manner is a key ingredient to offering such a service to the public. 3. Measurement The Town of Reading is committed to continual improvement of its operations based on the philosophy of excellence in customer service. Proper measurement of customer service initiatives is vital to this goal. Customer Service Feedback Each department must have a Customer Service Feedback log which should be an electronic document the results of which can be accessed by the Department Head and the Town Manager. Whether a complaint or compliment is formal or informal, written or verbal, it must be entered into the log. The substance of the log is up to individual departments, but must include at minimum the name of the customer if available, the time and date of the feedback, the nature of the feedback, the employee handling the situation, and the disposition of the situation. Feedback will be shared with the employee(s) involved and will be included in summary as part of the annual performance review. Customer Service Survey Every department will have available at each customer service point a return mailer card approved by the Town Manager which allows input on customer service performance. These cards. shall be prominently displayed with easy customer access. Employees shall offer the card to each customer where there is a significant level of customer service (i.e. not just a request for directions, or matters of that sort) or at the end of service when the issue has been resolved. In addition, the email address of the customer service survey (in a format determined by the Town Manager) will be included at the bottom of every employee email response. This same information is available on the town web site. All cards will be returned to the Town Manager's office. Adopted --/--/10 (5) 4(3 60 Customer Service Standards of Performance The Town recognizes that for a successful interaction with a customer, not only must the end result be satisfactory; but the entire experience must be reflective of a quality organization. There are many aspects of our operations that must clearly be based on the expectation of excellent customer service. Processes There are many processes within Town Government that require that formal procedures be followed. Departments must continually strive to make these processes as simple as possible to understand, access,, and complete. Simplification of forms, easy to understand directions and short time lines are key examples of efforts that should be put forth to assure customer service oriented processes are in place. MarketinE and Communication The Town provides information and services to residents on an ongoing basis. Communication with the public orally or in writing, must be clear, concise, grammatically correct, consistent, and easy to access. Departments should strive to utilize all communication possibilities as efficiently as possible to assure that the residents remain informed and aware on a regular basis. Printed Material All printed material issued by the Town of Reading should be professional in appearance. In person contact ® Walk-in customers must be given the same prompt, courteous, and informed service as all other methods of customer access ® Depending on need, key areas should be staffed during lunches and breaks ® Employees must keep their electronic calendars up-to-date. ® Employees must provide receptionists and supervisors "read" access to their electronic calendars. Phone Contact All phone inquiries, will be responded to by the appropriate person in an expedient manner. The following are standards for dealing with phone and written inquiries or requests for service ® Automated phone answering systems are a valuable tool but employees are encouraged to make every effort to answer their phones. Answering systems must be customer friendly, not obtrusive or difficult to use. Any department that has such a device must assure that it can be easily bypassed to achieve direct contact with the office during business hours. ® Employees must update voice mail messages to reflect availability, ensuring that messages state when employee is out of the office, and in those instances must refer the caller to another staff person, and include a phone number, for further assistance Phone calls placed to a specific person are to be taken whenever possible. 61 qH • Initial phone messages should be returned within a 24 hour period. Employees at all levels should adhere to this timeline. If an employee is not available, the caller should be given that information and informed when the person will be available. Alternative help be offered in.the interim. • When transferring a customer to another staff member, employee stays on the line and identifies his/herself before hanging up. (No "blind" or "dropped" transfers.) Written Inquiries All email or written inquiries will be responded to by the appropriate person. in an expedient manner. The following are standards for dealing with written inquiries or requests for service • Employees shall acknowledge and respond to customer e-mail inquiries within one working day. • Employees must use the e-mail vacation notification feature to notify customers if they are out of the office and cannot reply, or provide alternative means, i.e. an e-mail back up. • All staff :M staff-that should be listed on external Web site as contacts Ase with direct e-mail links, and must have a back-up employee checking their e- mail for customer inquiries when they will be out of the office for more than two oz-mere days. The employee or e-mail back up will be responsible for making sure an external customer's question is answered or issue is resolved. • When the recipient of an e-mail is not the subject matter expert, the recipient will acknowledge receipt by responding to the e-mail and letting the customer know who they are forwarding the e-mail to for response. The recipient will then forward the e-mail to the subject matter expert requesting to be copied on the response • All e-mail responses will use a signature block that includes employee's name, title, address, and phone number, and the web access for the Town's customer service survey • Mail correspondence must be acknowledged within 2 days of receipt, either with a complete written response, or by phone call, email, or postcard stating the correspondence has been received and who is preparing an answer. A comprehensive response must be sent within two weeks of receipt. Response by email if an email address is available is an acceptable form of written response. Periodic updates will be provided to the customer if a response takes longer than two weeks. • All correspondence (including email) must meet depart writing and style standards • Correspondence should acknowledge the customer's concerns and respond directly to the issue. • All correspondence should be clear, concise and jargon-free. However, when targeting one specific professional audience, writing can be tailored appropriately for that audience • Correspondence must be free of grammatical and spelling errors. • If a statute or rule is cited, it is explained clearly. vG 62 Information and Referral Many times, residents will inquire at Town Offices for issues that are not within the Town's domain. Every effort should be made to refer them to the governmental agency or community service agency that is best able to handle their concern. All referrals should include a phone number and location of the suggested agency if at all possible. Internal referrals should be handled in a similar manner. If a customer in person or on the phone is being referred to a different department, the customer should be given the location and direct dial number (if appropriate) for future reference and then transferred to the party who can assist them. Customers should not be made to call back at that time. If a referral is made to another Town Department, there must be certainty that the referral is correct. If there is some doubt as to the proper referral, the referring department should ascertain the appropriate contact before connecting or directing the customer. If this information is not obtainable, the customer's contact information should be direeted obtained, and the employee who takes the initial phone call or other customer contact then has the responsibility to determine the correct referral. The employ=ee then has the responsibility to contact the customer with that information, or have the correct contact person contact the customer directly. Includes feedback from • McCabe ® Fink ,s 63