Okaloosa County BOCC — March 18, 2013 — reading text

76 Packet Pg. 363  8.1.b Goal 3 Maintain quality customer service to County employees and participating constitutional officers regarding employee benefits including health, dental, life and long term disability insurance Objective To achieve employee satisfaction with the products and services provided to county employees Action/Strategies a) Continue to work with vendors to improve the quality and Attachment: 2013-2014 Strategic Plan (1428 : Approval of FY 2014 Strategic Plan and Commissioner Priorities) value of employee benefits provided by RM b) Meet with the constitutional offices at least twice a year to discuss the administration of the employee benefit plans, review and discuss any changes to the benefit plans and ensure open communications between all stakeholders c) Cross train staff to ensure all staff provides excellent customer service. All staff will be appropriately trained by the end of the first quarter of fiscal year 2014 Goal 4 Increase the efficiency of the Risk Management staff to adequately complete the RM mission Objective To ensure office staff can function during extensive leave periods Action/Strategies a) Review the employee task manual for the employee benefits coordinator position and make adjustments to reflect any changes in the position in light of the new hire. Review to be completed by the end of the second quarter of fiscal year 2014 b) Review employee task manual for the claims adjuster position and complete by end of the first quarter 2014 c) Develop and review employee task manual for Risk Manager by end of third quarter 2014 77 Packet Pg. 364  8.1.b TOURIST DEVELOPMENT DEPARTMENT MISSION STATEMENT Attachment: 2013-2014 Strategic Plan (1428 : Approval of FY 2014 Strategic Plan and Commissioner Priorities) VISION STATEMENT OPERATIONAL PHILOSOPHY GOALS, OBJECTIVES & STRATEGIES Goal 1 Produce a multiyear Strategic Tourist Development Plan covering all five pennies for Okaloosa County and coordinate conceptualization, implementation and execution of same with all of the various constituency groups and departments in the County and State Objective Action/Strategies Goal 2 Formulate a detailed listing of potential Capital Projects for Pennies 1, 2 and 4, and a reserve strategy for all five Objective To produce a detailed list of shovel-ready projects, along with cost estimates to be in position to aggressively compete for any potential funding that may come available Action/Strategies Goal 3 Focus a concentrated, deliberate solicitation effort on the destination’s most natural market; leisure and vacation travel Objective To retain the customers we already have and expand marketing efforts nationally and especially internationally to attract and retain new customers Action/Strategies 78 Packet Pg. 365 Goal 4 Focus on meetings, conventions and event sales; particularly to 8.1.b increase occupancy during the shoulder seasons Objective To leverage the ECCC and create and market Okaloosa Island and Convention Center District Action/Strategies a) Significantly leverage the ECCC b) Create and market the Okaloosa Island Convention Center District – The Emerald Coast Convention Complex c) Create a lodging sales advisory group from the industry around Attachment: 2013-2014 Strategic Plan (1428 : Approval of FY 2014 Strategic Plan and Commissioner Priorities) the ECCC Goal 5 Adapt the 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 Packet Pg. 366  8.1.b VETERANS SERVICE MISSION STATEMENT Attachment: 2013-2014 Strategic Plan (1428 : Approval of FY 2014 Strategic Plan and Commissioner Priorities) 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 Packet Pg. 367  8.1.b 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 Attachment: 2013-2014 Strategic Plan (1428 : Approval of FY 2014 Strategic Plan and Commissioner Priorities) 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 Packet Pg. 368  8.1.b WATER & SEWER MISSION STATEMENT Attachment: 2013-2014 Strategic Plan (1428 : Approval of FY 2014 Strategic Plan and Commissioner Priorities) 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