Frontline

Frontline and self-care go hand in hand.

Let’s face it, parking enforcement frequently serves as the least glamorous component of any parking operation.  Whether you or your team are dealing with a ticketed visitor misunderstanding payment requirements and options, irate delivery drivers occupying unauthorized zones, permitted and/or monthly parkers pursuing ‘creative’ parking methods, etc., our customer service and adjudications teams hear and read every excuse in the book and then some.  How can parking operators limit those related 1-star google reviews?  As service industry professionals, investing in routine educational training and team building exercises will prepare staff to serve as front line leaders actively promoting compliance with a high standard.  As an example, let’s look at contractor parking; these are workers performing essential duties on building projects throughout the campus which I work at, and contractors consistently rank high on the ticketing offender list. We often find that parking regulations and permitting options which are shared with project managers and coordinators, often do not make it to the worker in a concise and accessible way.  Below helps guide the enforcement team and provide contractors guidance with options: Customer Service oriented Parking Enforcement that is informative, approachable, and solution oriented Enforcement officer in-depth knowledge of territory, as well as parking availability Interacting positively with patrons Active listening, professional demeanor and communication, de-escalation Understanding and relaying of enforcement policies Providing information on daily parking or permitting rates, when applicable Knowledge of active events and construction projects impacting parking availability Parking Enforcement gets tough, but our staff prioritizing these techniques help make the operation come out on top. Zach Pearce, PTMP, is an Associate Director of Operations for Old Dominion University. Zach can be reached at zpearce@odu.edu.

What Keeps Parking Enforcement Professionals Coming Back

If You See Something, Say Something!

Moving Along Your Personal Roadmap

Moving Along Your Personal Roadmap

This presentation will show how our city, with the 4th highest population density in the country, was able to leverage real-time GEO mapping and virtual-parking technology to overcome staffing PEO shortages, improve parking compliance, operational efficiencies, and revenue and still boost PEO enforcement productivity.

As you consider sustainability programs and the frontline, I suggest focusing on systems instead of goals.

The frontline position has changed significantly over the last decade, yet some core challenges remain. What are the biggest challenges facing today’s Frontline employees, and how can they be overcome? We had so many great answers that they did not fit in the magazine! Here are more insightful responses:

Melissa Rysak, editorrysak@parking-mobility.org I had the opportunity to attend some of the State & Regional Association events as I closed out 2024. These events are always so valuable as I leave the confines of my office and am out and about with all of you. Sitting down and conversing with many of you, with whom I

Frontline Staff and Community Impact

Parking and its enforcement play a critical role in shaping the accessibility, safety, and quality of life within communities.