Customer Service Excellence

Fred Kirwan
Solid Waste Management
After his recycling wasn’t picked up, Douglas Brian was frustrated. He e-mailed Fred Kirwan, who stopped by Brian’s house and left his card.

“Thank Mr. Kirwan for taking time off a grueling schedule to visit and leave his card,” Brian wrote. “I’m sorry I was gone and didn’t get to talk to him. In case of future recycling problems, I will contact him.”

Kim Ellen
HPD
When Roni Morris’ house burned down, Officer Kim Ellen was the first of 11 officers to arrive and the last to leave. “Officer Ellen made this traumatic experience so much easier to deal with,” Morris wrote. “She chased away the vultures and gave me a shoulder to cry on. Please commend her for her friendliness and outstanding assistance to citizens.”

Montecella Flaniken, Rebecca Jackson, Emmett Walker
Planning & Development
After Lenora Morrow reported an overgrown vacant lot that needed cutting, these employees got the job done. “They were kind, considerate and respectful,” Morrow wrote.

Roland Nieto
HPD
The day after the Nov. 17 flood, G.C. Meanor was struggling with debris that had been swept into his yard. “I’m a senior citizen, and it would have taken me hours moving little bit by little bit,” Meanor wrote. But. Capt. Roland Nieto, who was driving by, stopped and moved all the debris in five minutes. “I am so grateful to him,” Meanor wrote.

Demetria Brewster
F&A
When Jo Nell Jordan called 311 about her garbage not being picked up, Demetria Brewster answered. She reported Jordan’s problem, gave Jordan a reference number, and reassured her that her garbage would be picked up.

“It is so nice to be helped and not be considered a complaining old lady,” Jordan wrote. “Ms. Brewster was polite and caring. Please commend her for her excellent service.”

Glen West
HPD
Although Thad Hickman’s daughter was severely injured in a traffic accident, he didn’t learn about it until the next morning. “I rushed to Memorial Hermann Hospital to find her heavily sedated in intensive care,” Hickman wrote.

He began calling HPD.

Getting the details of the accident was difficult. Then Hickman saw Officer Glen West, who was visiting a friend at the hospital. He explained to West that he couldn’t find out what had happened to his daughter. West immediately began making calls, Hickman wrote.

After nearly an hour, West gave Hickman the ambulance number that took his daughter to the hospital, the site of the accident, and the name of the officer who investigated the accident.

“Officer West called me twice that day to check on my daughter and see if could be of further help,” Hickman wrote. “He’s the greatest.”

Norma Rubalcava
Public Works & Engineering
Terry Voyles
Planning & Development
Oscar Morales commended Norma Rubalcava for her help in completing paperwork for his firm’s tap and meter permits. Morales also praised Terry Voyles for correcting their plumbing inspection requirements. “We are very appreciative of the professional manner in which they supplied our needs,” Morales wrote.

Maria Irshad
Human Resources
After reading the application to become a participating charity in the Combined Municipal Campaign, Violet White, coordinator of the Homeward Bound Prison Ministry, had questions. “We called Maria Irshad many times, and she never made us feel as if we were a nuisance,” White wrote. Irshad also helped them get ready for the CMC Agency Fair at 611 Walker.

“We were impressed with her willingness to make herself available to us,” White wrote. “Her dealings with our agency were admirable. I am proud that our city is represented by employees like Ms. Irshad.”

Kollie Vernon
Planning & Development
The Bureau of Tuberculosis Control needed a certificate of occupancy, wrote Marcos Longoria, bureau chief. He called the building inspections division and spoke to Kollie Vernon, whom Longoria called patient, courteous and well informed.

Vernon said she would help. “She greeted our employee, was professional and efficient, and he left with the certificate,” Longoria wrote. “I appreciate the time and effort Ms. Vernon saved the TB Bureau.”

Laverne Craft
Solid Waste Management

Her husband left a couple of tree limbs in their driveway, wrote Lynn Curry. That didn’t stop Laverne Craft. She picked up the limbs along with the rest of their heavy trash, Curry wrote. “Please thank her for me. My neighbors say she is very nice.”

Jodi Richards 
Planning & Development
An administrative error that was made several years ago was affecting his client’s home, wrote Brett Dressler, an attorney. Jodi Richards not only corrected the error, “she was helpful, nice, competent and concerned about our needs,” Dressler wrote.

Minerva Alba
Human Resources
Library Director Barbara Gubbin praised Minerva Alba for her flexibility and consideration. There was a mix-up about the starting time and the registered employees for a defensive driving class, Gubbin wrote. Employees who were not registered for the class, arrived at 7:30 a.m. for an 8:30 a.m. class.

“Despite this, Minerva accommodated our needs and those of the other students, and we received an excellent day of training,” Gubbin wrote. “It is always appreciated when someone goes out of their way to make something work, and that is what happened.”

Ricardo Garza
Affirmative Action
“When I walked into your office, I had no idea I would get my certificate completed and filed in one day,” wrote Diane Stroud. “You’ve helped make this a pleasant experience.”

Charlene Miller
Public Works & Engineering
A barricade in front of another person’s property also blocked the entrance to Dale French’s law firm. Charlene Miller quickly tackled the problem, French wrote. She also called and reported her progress.

Not only was the barricade removed, signs were installed to better inform motorists of changes to the road. “Due to Ms. Miller’s courtesy, it has been a pleasant experience working with your department,” French wrote.

Lois Falk
Library
Because Kathy Hicks is an accountant and mother, she looks to librarian Lois Falk at the Kendall branch to select books for her leisure enjoyment. Falk has introduced Hicks to new authors and helped her request books not on the shelves.

“Lois would be an excellent asset as a ‘reader’s advisor,’” Hicks wrote. “Nine times out of 10, I find my friends have also had the same proactive assistance from Lois. I cannot say enough good things about her.”