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1 Footer Area March 2013 Municipal Parking Enforcement
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Footer AreaMarch 2013
Municipal Parking Enforcement
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Introduction – Julie Dixon
Extensive traffic & parking management experience, including automated enforcement systems
First Parking Enforcement Officer for the Santa Barbara County Sheriff’s Department (1990-1995)
Supported the San Francisco & Los Angeles Parking Meter Collections & West Hollywood Parking Enforcement Programs (2007 – 2012)
SFpark implementation (USDOT-funded congestion management program) (2008 – 2012)
Established Dixon Resources Unlimited (October 2012)
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Customer Service & Conflict Resolution
Nordstrom = Customer Service
In retail or service industries, the customer makes a choice to purchase a product or service.No one is ever happy to receive a parking citation. In this case the expectation of good customer service is making the ticket “go away.”
Reference: Dr. George Thompson, “Verbal Judo: For Best Results, Discipline Calmly” Training Video
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Empathy
To See Through the Eyes of Another To have empathy for another person, is not to sympathize with them or
even like them (remember, is doesn’t mean that you agree). Empathy is the quality of being able to stand in the shoes of another
and understand where they are coming from. Empathy is the bottom line in all communication, it absorbs tension. We have no insight into a parking patrons life at that moment. Empathy will allow you to know for just an instant if you listen to what is
being communicated to you. Sometimes “listening” is all that is required.
Reference: Dr. George Thompson, “Verbal Judo: For Best Results, Discipline Calmly” Training Video
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What Not To Say to a Parking Violator
You wouldn’t understand Because those are the rules It’s none of your business What do you want me to do about it? I’ve got more tickets to write What's your problem? I’m not going to say this again… Why can’t you be reasonable Did you read the signs If you have a question, read the ticket
Reference: Dr. George Thompson, “Verbal Judo: For Best Results, Discipline Calmly” Training Video
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Verbal Judo – the Gentle Way of Persuasion Based on using other peoples energy, not your own. Stay in contact, Stay calm & NEVER get upset KARATE means “open hand” or “empty hand”
VERBAL KARATE• Unprofessional• Expresses personal feeling• Self preferential: “I” & “me”• Off target.
VERBAL JUDO• Professional• Use of words to achieve objectives• In contact with audience• Skillful communication that is on target.
Reference: Dr. George Thompson, “Verbal Judo: For Best Results, Discipline Calmly” Training Video
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Enforcement Interaction
When you “react”, you are being controlled by the situation. When you “respond”, you are dealing with it. Always answer, do not dismiss. Do not ignore, it is the same as dismissing. Do not try to shut out questioning of your authority.
Personal Safety!
Key PhrasesI appreciate that…I understand that…
I hear that…I get that…
Reference: Dr. George Thompson, “Verbal Judo: For Best Results, Discipline Calmly” Training Video
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Understanding Your Municipality’s Needs
Neighborhood Blight / Community Aesthetics Increase Vehicle Turnover in Business Districts (Timed & Meter Zones) Addressing Citizen Complaints Abandoned Vehicle Abatement Coverage Area & Staffing Availability Increase Disabled Parking Availability Safety Hazards (Vehicles Parked in Tow-Away & No Stopping Zones) COMPLIANCE
No Quotas!
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Things to Consider
Your Mission & Values (what is your enforcement ethic?)
Develop a customized service program that addresses your ongoing & future needs.
Consider integration of technology advancements to further improve delivery & quality of life for your community.
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Things to Consider
Training must be ongoing; provide an ongoing commitment to develop and grow your staff in order to improve service levels
Parking Enforcement Officers are Ambassadors of your Municipality
Develop an open & transparent relationship with staff; with ongoing review of performance data & weekly feedback.
Eyes & Ears!
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Parking Enforcement Officers Needs to Know
Parking Enforcement Officers are direct representatives of the Municipality
–Professional conduct & appearance–Take enforcement duties seriously, but always with
courtesy and compassion Ethics & integrity standards must be part of your everyday
operation
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Parking Enforcement Officers Needs to Know
Posting / Sign Compliance–Verify before you cite & understand the regulations
When to cite & when to use discretion–Define enforcement standards–Establish criteria (what is a red curb, what are
warning thresholds)
Consistency!
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Training – Initial & Recurring City / Community Values Orientation Customer Service & Public Relations Overview Conflict Avoidance & Resolution Management Knowledge of Municipal Ordinances, Vehicle Codes & Street Maps Driver/Bike/Personal Safety Radio Communications Technology / Equipment Orientation (hands on) Field Training Program / Refresher Briefings
Communication Skills!
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Parking Enforcement Equipment & Services Handhelds & Printers Automated License Plate Recognition (ALPR)
–Auto Chalk–Scofflaw Capture–Pay by Plate–Digital Permits
Guided (Directed) Enforcement (web applications)–Sensors–Meters –Pay by Phone
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Parking Enforcement Equipment & Services
Vehicle Impound–Street Sweeping–Scofflaw Capture–Pro-active Vehicle Abatement–Auto Boot
Special Enforcement Programs–Permit Management–Residential Permit Program (RPP)
Citation Processing & Collection Services
Vendor Integration!
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Policies - Consider What to Do
When to cite? When to tow/boot? When to use discretion? What if a vehicle is disabled?
What is a vehicle has been previously cited (same location)?
What if the vehicle operator returns during citation issuance?
Productivity Management Schedule / Beat Variation Ongoing Performance Assessment
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Summary
Focus on service excellence, consistency & training
Balance between enforcement & customer service
Familiarity & sensitivity to Community & Municipality needs
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Tannery Creek autoChalk Key Benefits
Scans 2 vehicles/second at 30mph Adjusts automatically to time zones Detects vehicles with unreadable plates Triples productivity in all weather Crisp color photographic evidence Superb ease of use and reliability Safer, faster, less obvious than chalk & handhelds Enhanced compliance Parallel, pull-in and angled Valves, weights,
logos, road surface
Self-Release Booting Smarter than Towing (and traditional
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BenefitsFast and easy releaseCustomer Self ServicePay over the phoneLive Operators 24/7/365Fewer ConfrontationsSustainable
HighlightsElectronic lock can be removed without a keyUnique lock combinationsStrong, yet light weightProvided at NO COST
Syracuse, NY - Revenue Increased by 135% after PayLock
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Sensors – Guided Enforcement
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T2 Systems – Citation Processing & Collections Issue & track citations Generate letters for follow up Monitor repeat offenders Administer appeals, hearings & dockets
