Dear CDPS members,
I hope you've noticed our focus on customer service in recent communications. This fiscal year is the Year of the Customer. As you'll read about below, one of the ways to improve how you're doing is to simply ask the people you serve for their feedback.
The upcoming elections are the ultimate expression of customer feedback, as millions of Coloradans use their vote to tell their elected officials how they're doing and what the voters want. Although we're not directly elected by the public, we can never forget that we are part of public government, created by the people, for the people. Whether you serve Colorado's residents directly or indirectly, always remember that the people of this great state are our ultimate customers to whom we hold ourselves accountable. It is an honor and a priviledge to serve them!
--Stan Hilkey
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Calendar
*Please request holiday leave in Kronos if you take off on these dates.
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Want to Know How You're Doing? Ask your Customers
There are various ways to improve customer service. One of the simplest is asking your customers directly! Here are three CDPS examples of using surveys to measure progress over time and gather helpful feedback from customers.
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Colorado State Patrol Conducts Public Opinion Survey
Conducted approximately every two years, the Colorado State Patrol
conducts a public opinion survey to get a grade from the people they serve daily. Thousands of people are directed to
CSPSurvey.com to voice concerns, kudos, advice, or stories of their interactions with CSP.
For the duration of the survey, every contact a trooper or port of entry officer makes is told about the survey -- including those who just received citations. This helps establish that everyone has an opportunity to voice their opinion regardless of circumstances.
“Being visible and engaging our communities are top priorities for our organization,” said Chief Matt Packard. “We value the opinions, thoughts, and feelings of the people we serve. If there is a way we can improve, we want to know what that is. We welcome all feedback.”
Read More...
The State Patrol uses a third party vendor for their statewide survey. But not all customers are external, and you can still gather valuable feedback if you don't have the budget to hire a third party expert.
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EDO Uses Your Input to Improve Communications
The Planning & Communications Office within the EDO sends out a quick Google survey every fall to CDPS employees. The survey gathers data to help measure progress on goals, gauge response to various communications strategies, and provide a channel for employees to give their feedback and ideas for improvement.
Check out the results of the 2018 survey here.
The Planning & Communications Office used the results to inform decisions such as continuing this e-newsletter, keeping the Hangouts with Hilkey, increasing face-to-face opportunities with CDPS leaders, and finding ways to improve navigability of the new
CDPS Intranet. If you have specific input on how to make the Intranet more easy to navigate, please share your ideas with patricia.billinger@state.co.us.
Professional Development Committee Responds to Employees' Training Needs
The cross-divisional Professional Development Committee sent out a survey to all CDPS employees earlier this year to gauge interest in and need for various types of training. They received 490 responses, with participation from all divisions. The top training types requested were:
- Communication (57%)
- Emotional Intelligence (43%)
- Teambuilding (43%)
- Conflict Management (24%)
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DHSEM Achieves 67% Reduction in Reimbursement Turnaround Time!
DHSEM’s Grants & Contracts Team examined their process for external partners to request reimbursements with a goal of reducing their Request for Reimbursement (RFR) processing time from 45 days to 25 days.
Through several strategic process improvement meetings, the team identified and implemented two primary solutions: additional training for both customers and staff, and utilization of new grant management software.
Improvements Achieved:
- 67% reduction in turnaround time (from 45 days to 15 days)
- Real-time information available online, increasing visibility and reducing the burden on the Finance Team
- Less back and forth dialog between staff and customers.
In the spirit of continuous improvement, the team has already began working on producing a checklist to provide to customers, to ensure that the RFR package is complete.
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Become a Problem Solver: Attend Lean Process Improvement Training
CDPS has about 29 spots that we can use to send our members to Lean process improvement training through the
Colorado Talent Challenge.
You can attend one of two courses and learn how to successfully facilitate improvement projects that benefit your division and make things better at CDPS!
- Become familiar with Lean principles and philosophies
- Learn how to use a variety of problem solving tools
- Complete a project that focuses on fixing what bugs you in your work unit
- Increase your confidence & ability to facilitate meetings focused on innovation
- Coaching sessions from the training provider focused on your project
- Perpetual project support from CDPS’s Process Improvement Specialist.
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Green Tip from your Green Team: Improve your gas mileage!
Checking your tire pressure is one of the easiest ways to improve fuel efficiency, safety and performance. According to Michelin, under-inflated tires can increase a car’s fuel consumption by as much as six percent!
- To get consistent readings, always remember to check your pressures before driving, when the tires are “cold.”
- You can usually find the recommended tire pressure on the inside of the driver's side door.
- Vendors like Discount Tire often offer FREE tire pressure checks and inflation.
- Whether driving a fleet or personal vehicle, maintaining your tire’s air pressure is a simple step we can all take to reduce our emissions and save a little money on gas.
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Our Public Safety Mission in Action
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CSSRC Celebrates 10 Year Anniversary During Annual School Safety Summit
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The Colorado School Safety Resource Center (CSSRC) celebrated its 10-year anniversary in October with a special luncheon featuring former Governor Bill Ritter and thank-yous to the many alumni who have helped make its lifesaving work possible. The event took place during CSSRC's annual School Safety Summit on Oct. 1 and 2 in Thornton, where hundreds of educators, members of law enforcement, and school personnel gather each year to deepen their knowledge about a wide variety of safety topics, from suicide prevention to threat assessment.
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Human Trafficking Council Launches New Web Site
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The Colorado Human Trafficking Council, which is supported by DCJ staff in the Office of Victims Programs, has a brand new web site! The updated site replaces an old site and aims to be easier to navigate, more interactive, and more attractive. Visit the site at
https://sites.google.com/state.co.us/human-trafficking-council
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State Patrol, CDOT Partner with NHTSA on New Driver Safety Campaign
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On Oct. 9, officials from CDOT, the Colorado State Patrol, the Colorado Task Force on Drunk and Impaired Driving and the National Highway Traffic Safety Administration (NHTSA) joined together to spread the word about the dangers of drug-impaired driving, and to remind all drivers that if they are impaired they must pass their keys on to a sober driver.
The message is clear and easy for the public to understand and follow: If You Feel Different, You Drive Different, which is the name of NHTSA's new campaign about drugged driving. Governor John Hickenlooper spoke at the campaign launch news conference about the importance of never getting behind the wheel when you've had any amount of substances that could affect your abilities, such as alcohol, marijuana, prescription drugs or illegal drugs.
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DFPC Commemorates Fire Safety Week with Event at State Capitol
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Fires kill more than 3,000 people a year in the United States. In addition to preventing, mitigating and responding to wildfires, DFPC has dedicated staff who focus on saving lives by preventing and mitigating structure fires. On Oct. 12, DFPC joined fire agencies from around the state and fire sprinkler associations to raise awareness about fire safety as part of National Fire Safety Week.
The event was held in front of the state Capitol, included remarks by CDPS Director Stan Hilkey and DFPC Director Mike Morgan, and featured a demonstration of a live fire in two different "living rooms" to show how quickly a home fire can spread.
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DCJ Publishes Marijuana Impacts Report
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The DCJ Office of Research and Statistics has published “
Impacts on Marijuana Legalization in Colorado,” a report that compiles and analyzes data on marijuana-related topics including crime, impaired driving, hospitalizations and ER visits, usage rates, effects on youth, and more.
In 2013, the Colorado General Assembly passed SB 13-283 directing DCJ to conduct a study of the impacts of Amendment 64, which legalized the retail sale and possession of recreational marijuana for adults over age 21. This is the second report pursuant to the legislation; DCJ publishes its findings every other year.
“This report is compiled by professional researchers analyzing data from dozens of different resources. Hundreds of hours of research go into this publication, with a painstaking effort to present an unbiased and transparent report with credible data for all consumers," CDPS Executive Director Stan Hilkey said.
Read Highlights from the Report and more here...
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Hilarious State Patrol Halloween Safety Video Goes Viral
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A short Colorado State Patrol Halloween safety video has exploded like "Dyanmite" online. Within 24 hours of being posted, it had more than 100,000 views on Facebook. Watch the video below and you'll understand why it's such a big hit!
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CBI Presents Annual Awards
CBI celebrated its 2017-18 awards ceremony on October 24. Ceremony highlights included:
- Agent Jerry Means of Investigations (now with DFPC) was honored with a Service Award for his nearly two decades of work with the CBI as an arson investigator.
- Members of Investigations and Forensic Services sections were honored with a Team Excellence award for their extraordinary work in response to a series of crime scenes in southwest Colorado earlier this year.
- A Distinguished Service medal was presented to Dan Volz for his exceptional work performed as the agent in charge of the CBI InstaCheck Unit.
- Gail Steen (Support Services), Heather Sczech (Forensic Services) and Kevin Torres (Investigations) were named Outstanding Employees of the Year for 2017-18.
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Micki Trost Becomes one of 60 Master PIOs Nationwide
In September, DHSEM Strategic Communications Director Micki Trost graduated from the FEMA Master Public Information Officer (PIO) program. She is one of only 60 Master PIOs
in the country. As one of the requirements of the rigorous program, she completed a capstone paper titled: "Regaining Trust in the Nation's Public Alert and Warning System: Engaging the Support of Public Information and Training Officers." Congrats, Micki!
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Help CDPS Reach our Colorado Combined Campaign Goal!
Today
we kicked off our month-long effort to raise money for local nonprofits through the Colorado Combined Campaign. During a special coffee event, a total of 34 employees pledged to give nearly $4,600!
We need YOU to help us meet our goal!
We aim to raise at least $35,000 and to nearly double our participation rate from 112 people (fewer than 10 percent) making some sort of gift to at least 200 CDPS members participating. Let's increase our giving so that at least one out of every five CDPS employees chips in!
Any amount you
donate will help, because when we all give a little, it really adds up!
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Monthly Donor Incentives
If you
donate online
in November, you will be entered into drawings for prizes for new and returning donors. You can be entered to win a $125 Visa gift card when giving online at certain levels ($120 total for new donors, $120 increase over 2017 for returning donors).
There are also a variety of other
exciting prizes
being offered, including the chance to win a Colorado road trip or a ride in the CSP plane!
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Blood Drive Helps as Many as 117 Colorado Patients
The CDPS blood drive on Oct. 1 at the Kipling campus drew 44 people who came to donate. Bonfils collected 39 units, which will help as many as 117 Colorado patients! We also had 6 first time donors at the drive. Kudos to CSP Capt. John Ehmsen, who coordinates this wonderful giving opportunity.
CDPS is currently working with Bonfils on the date of the next drive, which will probably be at some point in January.
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DFPC Selects New District Chiefs
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On Oct. 5, DFPC announced the hiring of Wilson "Matt" Branch as DFPCs Northeast District Chief and Sam Parsons as DFPCs Northwest District Chief.
As identified in the DFPC Playbook, the hiring of these two positions will assist in improving state support to local communities and increase capacity to prepare for, respond to, and manage wildland fire in a way that fits Colorado.
Wilson "Matt" Branch was raised in Southern California, where he started his career in emergency services. In 1995 he moved to Leadville, CO, where he supervised the ambulance service. He has worked for various EMS, fire, and search and rescue organizations over his career. In 2007 he took a position with the Colorado State Forest Service as an Engine Captain and in 2012 became the DFPC Northeast Regional Fire Management Officer.
Sam Parsons has over 20 years’ experience in wildland fire, structural fire, and forestry. He holds a Bachelor of Science in Forestry from Colorado State University in Fort Collins. For the last six years, he has served as DFPC’s Northwest Regional Fire Management Officer, and prior to that, he worked for the Fairmount Fire Protection District in Golden as a Lieutenant and Wildland Fire Operations Supervisor. Sam has extensive all-hazard incident management experience including responding to hurricanes Katrina and Rita in 2005, the 2007 Greensburg Tornado, and the 2010 Haiti Earthquake. He has worked for the United States Peace Corps in Kenya in the field of agroforestry and traveled throughout Africa.
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Henry Ross Sibley Selected to Lead InstaCheck Unit
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Following the promotion of Dan Volz to CBI Assistant Director earlier this year, CBI conducted a robust job search to fill the position of InstaCheck Manager. Director Camper and the executive staff hired Henry Ross Sibley as the new manager.
All of the candidates did an excellent job during the comprehensive assessment process, thus making the selection a difficult task. Ross has extensive experience in both law enforcement and civil management, making him a well-seasoned addition to the CBI management team.
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DHSEM Hires Kevin McElyea as CIAC Director
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Kevin McElyea began serving as the new director of the Colorado Information Analysis Center (CIAC) within DHSEM effective Oct. 29.
Kevin is a 30-year law enforcement veteran with 12 years at the staff and command level with the Sarasota County (Florida) Sheriff’s Office. He served as the Commander of the Special Operations Bureau, with 216 full time sworn and civilian positions, in 17 individual units. He was also the High Risk Incident Commander for occurrences requiring activation of SWAT, ERT and other high profile events. He has extensive experience with critical incident management, budget management, and active assailant situations. He holds a bachelor’s degree in business administration and a master’s degree in criminal justice.
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Do you have news, stories, events, "People on the Move", or other content to share with all CDPS employees? Submit your story ideas, details and photos by the 10th of the month to your Division PIO or to
Patricia.Billinger@state.co.us
.
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