Tag Archives: frontline

Employee Engagement Requires a Strategy and a Plan

Employee Engagement Requires a Strategy and a Plan

 

By Liliana Lasso Rambo, CAPP

We often hear about the value of having engaged employees at work and how we can monetize an organization’s culture by enhancing the way employees feel at work.  How do you monetize/measure the positive or negative impacts of an organization’s culture, you ask?  Well, this can be measured by levels of absenteeism and turnover rates and/or high operational outputs because of a happier employee with less employee relations issues.

Increasing employee engagement starts by meeting some basic, individual, teamwork and growth needs such as the ones mentioned below.

  1. I know what is expected of me at work.
  2. I have the materials and equipment I need to do my work right.
  3. In the last seven days, I have received recognition or praise for doing good work.
  4. My supervisor, or someone at work, seems to care about me as a person
  5. In the last six months, someone at work has talked to me about my progress

And as easy as these actions sound, there are many employees who still do not know how important their job is or how their work contributes to the overall organizational goals.

If your company is not one that has an employee engagement strategy or plan in place, it is not too late to start. The first step would be to understand where you stand by setting up a baseline which can be accomplished via a survey. Yes, I know, ANOTHER survey!  But before you send out the survey, be sure to know what your next steps will be in the plan and to communicate those to your employees and most importantly, please DELIVER. Putting the adequate resources to do the survey, understanding the gaps or opportunities, and getting the remediation plan in place is the first step in the right direction to higher engagement.

Liliana L. Rambo, IAP, CM, CAPP is the Chief Terminal Management Officer for Houston Airports. She can be reached at liliana.rambo@houstontx.gov.

Increasing Parking Supply When Supply Is Constrained

Increasing Parking Supply When Supply Is Constrained

 

By Cynthia Lang, CAPP, MPA 

In urban areas where land use is littered with mixed-use buildings, shopping malls and high-rise apartments there are few options to increase parking supply.  As cities increase multi-modal options in efforts to reduce the number of vehicles on the road, there remains the demand for parking and there never seem to be enough.  Limited parking options could be caused by zoning constraints, or simply because the area is already saturated with no land remaining to use for parking. This is where creativity is needed.

What initiatives can be implemented to support unconventional businesses providing free parking, but have few options to build more garages or open lots?  One solution to consider is hoteling. This is a space management method where multiple people are allowed to use the same parking space.  Hoteling is not a new concept. The concept was introduced in the early 90’s used by businesses with many teleworkers. This concept has yielded benefits to many companies; one being a reduction in annual facilities cost.

There is a renewed interest in hoteling across today’s workforce coming out of COVID as many employees now work remotely and are only required to come into the office 1 to 2 times a week, or per month. With the increased number of remote workers, parking managers are offering a 3:1 ratio to support customers with limited parking supply.  One challenge with hoteling is the parking system’s ability to track which customer/employee comes in on the first Monday of the Month and last Friday of the Month versus the customer or employee coming in on Tuesday and Thursday. What role does enforcement play in managing hoteling? What other considerations are there to ensure fair and equitable support to the employees?

Cynthia Lang, CAPP, MPA is a Portfolio Manager, National Capital Region for JASINT Consulting and Technologies, LLC.  She can be reached at  clang@jasint.com.

Benefits of Cooperative Purchasing

Benefits of Cooperative Purchasing

 

By Paul Whetzel, CAPP 

After attending a couple of conferences this year, I am still amazed by how many vendors and end users are not aware of cooperative purchasing.  For those that don’t know how it works, it basically allows you to bypass your organization’s normal procurement procedures.  By doing this, you do not have to place projects out for bid, develop/create RFP’s, etc.  State agencies, city municipalities, and counties have different guidelines to follow.  Some agencies allow you to “piggy back” off of other states cooperative purchasing agreements.

According to FEMA,  a “cooperative purchasing program” is a cooperative arrangement for acquiring goods or services that involves aggregating the demand of two or more entities in an effort to obtain a more economical purchase.

Entities typically sign up to use cooperative purchasing programs through a cooperative purchasing agreement. Program membership may provide entities with access to lists of agreements or contracts for goods and services at pre-negotiated rates or prices. Typically, the member then purchases the goods or services by negotiating with participating vendors and placing purchase orders or entering into contracts based on the rates or prices listed in the cooperative purchasing program’s agreements or contracts with vendors.

Here at Charleston County, we use it frequently for many projects.  This method has saved us significant amount of time and money.  Our procurement department recommends we try to go this route before issuing bids and RFP’s.  Some organizations we have used are Sourcewell and www.procurement.sc.gov/contracts.

Paul Whetzel, CAPP is the Parking Operations Manager for the County of Charleston, South Carolina. He can be reached at pwhetzel@charlestoncounty.org .

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Frontline Fundamentals: A Platform for Education and Collaboration for Your Frontline Employees

Frontline Fundamentals: A Platform for Education and Collaboration for Your Frontline Employees

 

By Cindy Campbell

The past few years have been such an intense time of change for many employees throughout our industry, especially those working on the frontlines in roles like customer service, enforcement, operations, and more. Further, organizations continue to face challenges of working with reduced staffing numbers, training new employees, and keep experienced employees up to speed on the latest changes in the industry.

Obviously, the pandemic played a significant role in these changes, but many other factors have contributed to the transformation of how our frontline employees do their jobs each day. From new advancements in technology, evolving customer expectations, and even the impacts to operations due to more people working from home, these transitions can cause stress and uncertainty for these essential employees.

IPMI’s Frontline Fundamentals virtual training courses are an excellent opportunity to provide your frontline staff with the latest information and tools to help them succeed in their jobs. More so, these courses provide employees with a platform to connect with and learn from other frontline professionals to discuss the success stories, best practices, and lessons learned they experience every day. Each course is offered by extremely knowledgeable industry experts who can offer the external education and support to help your frontline employees thrive.

If your organization is interested in a more personal training experience, the IPMI Frontline Training program also offers a wide range of in-person courses. We’d love to visit your organization to work directly with your employees and discuss the situations most relevant to your needs, answer all your questions, and foster a collaborative team-building experience.

Your frontline employees are the face, and the heart, of your organization and operation. It is important that they have all the information and resources they need to perform their jobs well, keep them motivated, and effectively serve your customers and communities.

These courses are free to all IPMI members. Check out the upcoming training schedule and book your spots today! Or contact us to schedule an in-person training session!

Cindy Campbell is IPMI’s Senior Training and Development Specialist. She is available for in-person or virtual training.

Making Resolutions Successful

2022 Goals text on note padBy Cindy Campbell

I heard an interesting statistic this week about how quickly we tend to ditch our annual New Year’s resolutions. Oh sure, we have great intentions, but our follow through seems to be tripping us up. According to an Inc. article, 80 percent of the people who make New Year’s resolutions abandon them by the second week in February. Needless to say, there’s a whole lotta quitting goin’ on right now.

In IPMI’s January Frontline Fundamentals session, industry expert Vicki Pero reviewed the annual goal-setting ritual along with the breakneck speed in which we abandon those goals. She also discussed the relationship between formally setting our goals and ultimately accomplishing them. Did you know that the simple act of writing your goals down and posting them where you can regularly see them can make it 10 times more likely you’ll be successful? Sounds easy if not obvious, but–are we actually doing it?

The session was interesting and included lots of great takeaways. If this topic sounds like something you and your team could use to start 2022 off on a positive note, log in to your IPMI member portal and register for future sessions. All of the Frontline Fundamentals sessions are free and available live or on-demand to all member organizations. You can find all of the Frontline Fundamental sessions here.

Cindy Campbell is IPMI’s senior training and development specialist. She is available for in-person or virtual training.

Frontline Fundamentals: The Undercover Consultant. Presented by Nicole Chinea, CAPP

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View training summary and speaker information, and register for free today.


We have launched your new IPMI member portal.  Click here to login, reset your password, and register for these free trainings. If you have questions, or need assistance, please contact us here.

  • Member Rate: Free; pre-registration required,
  • Non-member rate: $35 registration fee.  Click the register link above to attend as a non-member.
  • Join today and find out more about member benefits here.

Flowbird_LogoFrontline trainings are provided free of charge to all IPMI members, and are generously supported by our exclusive Frontline Sponsor, Flowbird.

 

Frontline Fundamentals: Managing Customers in a Remote Environment. Presented by Maggie Vercoe

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View training summary and speaker information, and register for free today.


We have launched your new IPMI member portal.  Click here to login, reset your password, and register for these free trainings. If you have questions, or need assistance, please contact us here.

  • Member Rate: Free; pre-registration required,
  • Non-member rate: $35 registration fee.  Click the register link above to attend as a non-member.
  • Join today and find out more about member benefits here.

Flowbird_LogoFrontline trainings are provided free of charge to all IPMI members, and are generously supported by our exclusive Frontline Sponsor, Flowbird.

 

Helping Staff Rise Above the Rudeness

We’re hearing it everywhere: rudeness, conflict, and confrontational behavior are on the rise, and parking and mobility professionals–especially on the frontline–are bearing the brunt. At best, a loud encounter with an angry person can leave a professional’s day dented. At worst, it can be dangerous.

It’s probably not realistic to expect this trend to end anytime soon; check out this Forum conversation from lots of industry professionals seeing the same, unfortunate things. But there are things managers can help their staff members learn to do to deflate and diffuse the situation. Cindy Campbell, IPMI’s senior training and development specialist, writes about them in this month’s Parking & Mobility magazine, drawing on her experiences visiting organizations around the U.S. the last few months. Read her thoughts on respect and why it’s so critical.

Frontline Fundamentals: Life at Work is Like a Legos Set: All the Blocks are Necessary to Achieve the Bigger Picture. Presented by Alejandra “Alex” Argudin, CAPP

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View training summary and speaker information, and register for free today.


We have launched your new IPMI member portal.  Click here to login, reset your password, and register for these free trainings. If you have questions, or need assistance, please contact us here.

  • Member Rate: Free; pre-registration required,
  • Non-member rate: $35 registration fee.  Click the register link above to attend as a non-member.
  • Join today and find out more about member benefits here.

Flowbird_LogoFrontline trainings are provided free of charge to all IPMI members, and are generously supported by our exclusive Frontline Sponsor, Flowbird.

 

Frontline Fundamentals: Find Your Potential, Develop Your Path. Presented by Kim Jackson, CAPP

REGISTER HERE.

View training summary and speaker information, and register for free today.


We have launched your new IPMI member portal.  Click here to login, reset your password, and register for these free trainings. If you have questions, or need assistance, please contact us here.

  • Member Rate: Free; pre-registration required,
  • Non-member rate: $35 registration fee.  Click the register link above to attend as a non-member.
  • Join today and find out more about member benefits here.

Flowbird_LogoFrontline trainings are provided free of charge to all IPMI members, and are generously supported by our exclusive Frontline Sponsor, Flowbird.