Tag Archives: frontline fundamentals

Frontline Fundamentals: Happiness at Work, It’s a Decision. Presented by Marlene Cramer, CAPP

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Contact us at professionaldevelopment@parking-mobility.org.

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Happiness at Work: It’s a Decision

Marlene Cramer, CAPP

As parking and mobility professionals, we’re keenly aware of the challenging role we play in meeting customer expectations. With the added pressures ushered in with a pandemic, it is vital that we take time to tune in and refocus on our current level of happiness. This session will share simple strategies and insights designed to help you increase your level of personal contentment and make it easier to perform at a higher, happier level.

Marlene Cramer, CAPP is the Director of Transportation and Parking Services (TAPS) at Cal Poly in San Luis Obispo, California.  In her role, Marlene oversees a comprehensive sustainable transportation and parking program including access and mobility through transit, carpool, vanpool, electric vehicle charging, and bicycle programs. The award-winning program has been recognized as a “Best Workplaces for Commuters” and “Bicycle Friendly University”.

Marlene serves as the Past President of the California Public Parking Association (CPPA).  She holds a Business Degree in Management and Human Resources Management from Columbia College.

Frontline Fundamentals: Innovations in Parking, presented by Robert Ferrin

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Innovations in Parking

Robert Ferrin

Technologies in the parking industry are constantly evolving, offering us new and innovative ways to deliver our services. This session will address the reasons we innovate, innovative strategies being implemented, and how to get involved in the discussion.

Robert Ferrin, Assistant Director for Parking Services, Columbus, Ohio, oversees the operations and management of public parking for the city. He and his team are leading efforts to implement the Short North Parking Plan to support resident, visitor, and business access in this thriving neighborhood and increase mobility options for all Columbus’s stakeholders. He is a graduate of UNC Charlotte, where he earned bachelor’s and master’s degrees in geography.

Frontline Fundamentals: Flipping the Script on Customer Service. Presented by Vanessa Cummings, CAPP

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Non-members may attend for a $35 registration fee.  Click the register link above to attend as a non-member.  Need help logging in?

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Flipping the Script on Customer Service

Vanessa Cummings, CAPP

Understanding perceptions and reality when the shoe is on the other foot can be essential to improving customer service at every level.  This upbeat session will include role playing and a healthy dose of fun as we review and assess the actions and reactions between customers and our frontline customer service and enforcement personnel. Takeaways will include an effective tool to help you keep your cool in stressful situations.

Vanessa Cummings, CAPP, has 25 years of experience in parking, transportation management, and supervision. She’s passionate about inspiring and empowering people through real-life experiences and humor to teach and mentor. As a pastor, parking professional, and consultant, she serves as a trainer, meeting planner and facilitator, and inspirational speaker. She has provided training and consulting for IPMI, colleges, universities, regional conferences, and churches for 19 years.

Frontline Fundamentals: LPR for Frontline Professionals. Presented by Victor Hill, CAPP

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LPR for Frontline Personnel

Victor Hill, CAPP

Frontline personnel are the heart of successful operations and ensuring they’re equipped with the proper tools is only one component to set them up for success. This webinar will show you what it takes to prepare your team to use license plate recognition (LPR) to write accurate citations and to provide a higher level of customer service. You’ll hear from an avowed “LPR evangelist” who understands how empowering employees in the field led to innovative enforcement techniques, revisions to policies, increased goodwill from customers, and increased operational efficiency.

Victor Hill, CAPP, is an account manager at T2 Systems, where he is responsible for ensuring customers on the east coast get the service and support they expect. He is an avowed LPR evangelist and previously served as Director of Parking and Transportation Services at the University of Wisconsin-La Crosse for seven years. He is a past co-chair of IPMI’s Safety and Security Committee and has served on IPMI’s Media Relations task force, Sustainability Committee, and the Accessible Parking Coalition. Victor is based in Charlottesville, Va., where he happily works out of his home office.

Frontline Fundamentals: Using Emotional Intelligence in the Workplace. Presented by Tiffany Smith

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Non-members may attend for a $35 registration fee.  Click the register link above to attend as a non-member.  Need help logging in?

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Using Emotional Intelligence in the Workplace

Tiffany Smith

This interactive session will review the importance of Emotional Intelligence (EI) in the workplace. As an employee of a public service organization, it is imperative that we recognize the value of “holding our tongues” and understanding the most appropriate ways we can share meaningful feedback without demotivating others. Topics will include understanding the impacts of learned behaviors and addressing the actions of others utilizing Emotional Intelligence, care and compassion.

Tiffany Smith is the Director of the Parking Authority of River City in Louisville Kentucky. She has worked for PARC for 24 years. She contributes her success as a leader to her exceptional staff, her focus on employee engagement and her commitment to superior customer service. Her operations include 15 garages, 3 surface lots and 4,800 on-street spaces. Her department was recently awarded the IPMI APO Accreditation with Distinction. She is a member of various boards and organizations and in her free time she enjoys playing tennis. She loves parking, people and living with a purpose.

Frontline Fundamentals: When the Old Script Doesn’t Work: Customer Experience and the NEXT Normal. Presented by Cindy Campbell

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Free to IPMI members, pre-registration required.

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Non-members may attend for a $35 registration fee.  Click the register link above to attend as a non-member.  Need help logging in?

Contact us at professionaldevelopment@parking-mobility.org.

NOT A MEMBER? JOIN TODAY.

When the Old Script Doesn’t Work: Customer Experience and the NEXT Normal

Cindy Campbell

As our organizations adjust to the ongoing challenges of a global pandemic, so too must our approach to customers and our changing relationship with them. Service delivery has been significantly affected as we respond to the multitude of changes in how we conduct business. Consider this: In the scramble to respond, has your organization invested time and attention to retooling your team’s attitudes and understanding of the customer experience? Are we as empathetic as we might be? As a team, are we recognizing the ongoing shift in what we do and how we do it?

There’s a long road ahead of us, but it doesn’t have to be daunting. This session will focus on actions and attitudes intended to better align our approach with the needs of the customer and to encourage our teams to better anticipate the change continuum in our services.

Cindy Campbell is the Senior Training and Development Specialist for the International Parking and Mobility Institute (IPMI). With over 35 years of experience in law enforcement, parking, and transportation services, she brings comprehensive industry knowledge and professional experience to the IPMI training program. She is a past chair of the Board for IPMI. She is credited as one of the founders of the IPMI initiative created to advance professions within the parking and mobility sectors through education and increased awareness. Prior to joining the staff at IPMI, she served as the Associate Director for University Police at California Polytechnic State University. She is now dedicated to providing staff training, motivation, and skill enhancement through IPMI’s onsite and online training programs.

Frontline Fundamentals: At Your Service: A New Mindset for Enforcement. Presented by Shawn McCormick

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Non-members may attend for a $35 registration fee.  Click the register link above to attend as a non-member.  Need help logging in?

Contact us at professionaldevelopment@parking-mobility.org.

NOT A MEMBER? JOIN TODAY.

At Your Service: A New Mindset for Enforcement
Shawn McCormick

Parking enforcement is not a necessary evil but rather an essential service in the community. Learn to create a service mindset for enforcement personnel, identify areas to focus mindset changes, and explore the value of professionalism in the delivery of enforcement as a service to the community.

Shawn McCormick is Director of Parking Enforcement for the City and County of San Francisco. His varied experience includes Parking Enforcement Captain with LADOT, Parking Services Manager with the City of Beverly Hills, and Director of Operations for the ATVAM traffic enforcement program in Saudi Arabia’s Central region. He has held various task force positions with IPMI and the California Public Parking Association (CPPA). In 2008, he was honored by CPPA as its Parking Professional of the Year.

Frontline Fundamentals: Building the Team: Ordinary to Extraordinary. Presented by Melissa Yates, CAPP

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Free to IPMI members.

Click the link below to watch the recording of the session.

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Non-members may purchase the recording for a $35 registration fee.

Click the link above to watch the recording of the session.

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Contact us at professionaldevelopment@parking-mobility.org.

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Building the Team: Ordinary to Extraordinary

Melissa Yates, CAPP

Leadership can be developed and projected throughout all levels of an organization. In this session, you’ll learn the concept of everyday leadership and how it applies to team norms. While building an understanding, discover how to use norming techniques to build a successful team dynamic. No matter your role in the organization, you can be part of creating the team you dream about.

Melissa Yates, CAPP, a 14-year veteran of the parking and mobility industry, recently served as the Access and Parking Manager for the City of Boulder, Colorado, providing overall leadership and management for daily operations, strategic planning, and policy guidance for both on- and off-street municipal parking programs, and assisted in mixed-use development implementation and administration. She has experience in both small and large university parking and mobility environments, having been the Director of Parking at CU Boulder, and Parking Manager at the University of Denver. She holds a bachelor’s degree in economics and received her CAPP certification in 2010.

Frontline Fundamentals: Maintaining Motivation in Times of Uncertainty and Change. Presented by Julius Rhodes, SPHR

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Free to IPMI members.

Click the link below to watch the recording of the session.

REGISTER HERE.

Non-members may access the recording for a $35 fee.  Click the register link above to attend as a non-member.  Need help logging in?

Contact us at professionaldevelopment@parking-mobility.org.

NOT A MEMBER? JOIN TODAY.

Maintaining Motivation in Times of Uncertainty and Change

Julius Rhodes, SPHR, mpr group

Where Do We Go from Here? Maintaining Motivation in Times of Uncertainty and Change examines the tactical and strategic tools each of us needs to display ownership in the way we pursue our identified objectives. This session is designed to provide attendees with a virtual roadmap to better understand the significance of their roles, including ways to create conditions for a more connected workplace where team dynamics support operational needs in a more holistic manner.

Julius E. Rhodes, SPHR, is founder and principal of the mpr group, a full-service human resources and management professional services firm since 1994. He is a Leadership Greater Chicago Fellow and author of “BRAND: YOU: Personal Branding for Success in Life and Business” and “BRAND: YOU The Workbook.”

Prior to forming the mpr group, he worked for several leading Fortune 100 firms, including Mobil Oil, General Electric, Baxter Healthcare, and Sara Lee. He was also a field examiner for the National Labor Relations Board.

In 1992, he completed a certified arbitrator development program through Cornell University and the New York State Employment Relations Board. He holds a bachelor’s degree in human resource management from Roosevelt University and a master’s degree in human resources and industrial relations from Loyola University. He has completed coursework toward a PhD at Loyola University, having received an Illinois Consortium for Educational Opportunities Program Fellowship for his studies.

He is a popular motivational speaker who has presented nationally and internationally on a variety of topics related to human resources, personal branding, diversity and inclusion (D&I), risk management and safety, among others. He is a regular columnist for Parking & Mobility magazine, where he writes about human resources and office issues.

Rhodes is a life-long resident of Chicago’s Southeast Side and the youngest of four children. His greatest accomplishment is his 30-year marriage to wife Linda G. Rhodes, CSP, and raising their two adult children, Jerome and Lauren.