Okaloosa County BOCC — March 18, 2013 — 2013-2014 Strategic Plan — reading text

TDD organization to meet new strategy objectives and enhance local community presence, orientation and communications Objective To rebuild trust and a supportive local constituency Action/Strategies Goal 6 Elevate and communicate enhanced positioning, reputation and effectiveness of the Okaloosa County TDD locally, regionally, state- wide and nationally Objective Action/Strategies 79  VETERANS SERVICE MISSION STATEMENT The Okaloosa County Veterans Service Office’s purpose is to provide assistance to the men and women who served in the U.S. Armed Forces, their dependents, and widows/widowers, on matters pertaining to available state and federal Veterans Administration benefits and programs. The office coordinates and disseminates information on Department of Defense, federal, state, and county benefits, including certain private organization programs designed specifically for veterans and their families. VISION STATEMENT Over the next several years, the Veterans Service Office faces an increasing challenge to meet the needs of our Okaloosa County veterans. There is an upswing in office activity due to a significant number of new veterans due to ongoing multiple military conflicts and the rapidly increasing number of troops returning home. In addition to meeting the needs of these new veterans, we continue to serve the needs of those veterans who served in other conflicts or times of peace and provide services to dependents and survivors of all veterans. We are still providing service to WWII, Korean and Vietnam conflict veterans on a daily basis. The department will also face increased claims for benefits resulting from additional regulation changes through continual medical research and expanded Federally approved programs. Additionally, the economic downturn also affects a large portion of the veterans’ population who are now seeking services. The department staff will implement information, experience and knowledge to assist all veterans and their dependents in obtaining all benefits and entitlements through education, communication and technology. OPERATIONS PHILOSOPHY The Veterans Service Office is the veterans’ advocate and is the first stop for many veterans in the community for services and benefits. We believe in providing high-quality, customer-oriented services to all veterans, their dependents and their survivors in applying for all benefits to which they are entitled. The work is complex and exacting due to the numerous state and federal laws involved and the regulations by which they are 80 administered. These laws cover many and varied benefits including compensation, pension, insurance, death benefits, hospitalization and education. We also know the extent, the meaning and the application of laws that have been passed by the U.S. Congress in the interest of veterans and their dependents. This specialized knowledge is applied in the best way suited to the needs of every individual and beneficiary who seeks assistance. Assistance is provided to the claimant throughout the entire claims process up to and including the Board of Veterans Appeals and assisting in interpreting correspondence from the Court of Appeals for Veterans Claims. We are committed in service to veterans and their family members with compassion, dignity, and respect. GOALS, OBJECTIVES & STRATEGIES Goal 1 Minimize decrease in services as much as possible Objective To promote the interests and welfare of veterans and their dependents and survivors, and to enhance their quality of life through counseling, education, claims assistance and advocacy Action/Strategies a) Maintain Service Officer Certification status per Florida Statute 292.11 and maintain working knowledge of veterans’ law, regulations, administrative procedures, and policies. b) Provide high quality veteran claim representation for veterans/claimants and increase the percentage of veterans/claimants who receive compensation and benefits. c) Advocate for veterans benefits by promoting coordinated efforts by various veteran organizations d) Provide assistance to incarcerated veterans in securing benefits and provide assistance to Vet Court staff as needed. d) Educate and train area home health agency/Assisted Living Facility representatives to assist with VA paperwork for elderly and homebound veterans and dependents e) Identify potential local, state, and federal agencies that may assist claimant with other programs outside of our scope of services in efforts to link clients to other services. f) Facilitate, schedule, and coordinate disabled veterans transportation to/from VA medical facility in Pensacola g) Participate in Homeless Veterans Stand Downs providing office service at locations to meet those veterans needs. 81  WATER & SEWER MISSION STATEMENT The Water & Sewer Department (OCWS) is a professional, community organization whose core mission is to provide the customers of Okaloosa County an ample and reliable supply of clean, safe drinking water, with a commitment to collect and dispose of domestic wastewater in a manner that protects the environmental future of Okaloosa County. OCWS is an enterprise fund deriving all revenue from services rendered to our customers and receives no revenue from any tax sources, such as property tax, sales tax, gasoline tax, and bed tax. The Water & Sewer team is dedicated to maintaining a fair and reasonable rate structure and providing a high level of customer service and satisfaction. VISION STATEMENT Over the next five years, OCWS will face major challenges associated with aging infrastructure, consisting of: water and sewer lines, sewage pump stations, sewage treatment plants, water wells and storage tanks; another challenge is future water supply planning. As an enterprise department, OCWS will seek additional funding from grants, as well as enhanced revenue resulting from consolidations of water and wastewater services in partnership with local utility and military entities. OPERATIONAL PHILOSOPHY We believe in being helpful, reliable, open, honest, accessible, responsive, and well informed. We are problem solvers who believe in teamwork and personal commitment and who pay particular attention to cost effectiveness and fiscal responsibility. We have respect and appreciation for the public and are dedicated to providing the highest quality services possible for all who live in and visit our community. 82 GOALS, OBJECTIVES & STRATEGIES Goal 1 Increase the availability and sustainability of additional drinking water supplies through future water resource planning Objective To continue planning activities for the future water supply program Action/Strategies a) Continue to implement planning efforts in utilizing direct withdrawal from the Shoal River with offline reservoir to provide for combined use with existing groundwater supply b) Focus planning efforts on the land acquisition portion of the program, working with NWFWMD, to obtain land for the future reservoir, water treatment plant, associated infrastructure and wetland mitigation c) Evaluate water quality in the Shoal River and treatment alternatives d) Work closely with the NWFWMD, ACOE, and Eglin AFB in planning and to obtain any available funding Goal 2 Increase the efficiency and coordination between payment postings and update of the cut off list enhancing effectiveness in Customer Service and streamlining the process for an improved customer experience Objective To increase level of communication between field and office to eliminate unnecessary cut offs Action/Strategies a) Implement a real time link between Customer Service and meter reading technicians via handheld device or laptop 83 Goal 3 Maintain and improve the key components of the OCWS infrastructure to ensure reliable, consistent and efficient service Objective To increase the performance of key water and sewer system components Action/Strategies a) Replacement Main Okaloosa Island Lift Station in Fiscal Year (FY) 2013 b) Ft. Walton Beach 36” Force Main in FY2013 c) New Del Cerro II Well in FY2013 d) Replacement Meigs-Seminole Lift Station and other associated force mains in FY2014 e) Newcastle Area Water Main Improvement Project – funded by Community Development Block Grant in FY2013-FY2014 f) Water & Sewer System Rehab projects – water main replacement/upsizing, gravity sewer main lining, and manhole lining – work progressing every fiscal year g) Bob Sikes Industrial Park elevated water tank in FY2016-FY2017 Goal 4 Increase awareness of conservation strategies and reduce energy costs throughout the department Objective To increase communication of OCWS intent to improve sustainability Action/Strategies a) To educate and inform our customers on the many ways to do business with us and the advantage of e-bills as a green way to reduce operating costs and environmental waste b) Investigate going to a 10-hour -day work week by fully shutting down operations for one day each week c) Install timers on high horsepower motors where appropriate to assist in energy conservation 84 Goal 5 Develop and grow system by expanding the search for relationships that will result in the consolidation of potable water supply as well as wastewater treatment and disposal services, resulting in increased operational efficiencies and increased revenue to reduce future rate increases Objective To increase consolidation of services where possible – including partnering with the military as customers providing increased revenue and environmental conservation Action/Strategies a) Implement the consolidation of Eglin’s Wastewater Treatment plants; specifically Duke Field, Camp Rudder, and two Eglin sewer plants – includes construction and tie in to OCWS system resulting in additional revenue streams b) Be proactive in seeking out Eglin AFB’s Utility Privatization c)Diversion of the County’s wastewater flow from the NVOC plant to OCWS’ Arbennie Pritchett Water Reclamation d) Assist Eglin AFB with any water and sewer projects that arise, such as the Navy EOD Site and the Taxiway H Water Main Extension. Goal 6 Maintain bad debt write offs at a level of less than 1% of total annual billings to minimize losses and reduce future rate increases Objective To decrease the dollar amount of bad debt write offs Action/Strategies a) Place a high priority on internal collection efforts b) Continue to monitor and utilize outside collection efforts Goal 7 Maximize cost savings by increasing the utilization of in-house resources improving flexibility and timely completion of internal projects as well as providing the ability to attract new clients to our customer base Objective To increase relationships with existing military installations Action/Strategies a) Support Eglin Air Force Base on any projects related to BRAC, including