1994-09-15 Work Session
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MINUTES OF WORK SESSION, SEPTEMBER 15, 1994
REORGANIZATION OF THE INSPECTIONS DEPARTMENT
PAGE 287
ASSEMBLY
The New Hanover County Board of Commissioners held a Work
Session on Thursday, September 15, 1994, at 10:15 A.M. in Room 501
of the County Administration Building, 320 Chestnut Street,
Wilmington, North Carolina.
Members present were: Commissioners Sandra Barone; William A.
Caster; William E. Sisson, Jr.; Vice-Chairman E. L. Mathews, Jr.;
Chairman Robert G. Greer; County Manager, Allen O'Neal; County
Attorney, Wanda M. Copley; and Clerk to the Board, Lucie F.
Harrell.
Chairman Greer, on behalf of the Board, welcomed everyone
present and announced the Work Session was scheduled to discuss the
reorganization of the New Hanover County Inspections Department.
County Manager O'Neal requested the Director of Inspections,
Sky Conklin, to present the report.
PRESENTATION ON REORGANIZATION OF INSPECTIONS DEPARTMENT
Director Conklin commented on the rapid growth of building in
New Hanover County and reported the workload has far exceeded the
ability of the Inspections Department to deliver a consistent,
professional response in administering State safety codes and local
regulations.
Charts were presented that reflected the growth pattern from
1992-1994. Building permits increased 30.4%; the dollar value of
construction increased 83.3%; and permit revenues increased 24%.
Last year there were 145,852 telephone calls for permits only, not
including the daily administrative calls.
Discussion was held on the numerous complaints received from
the public about the use of answering machines in the Inspections
Department. Director Conklin reported if the automated system is
implemented as planned, 90% of these calls will be removed from the
daily incoming calls. This will allow office personnel to answer
the phones and provide the necessary assistance to persons with
concerns or in need of information.
The number of mandatory building permit inspections has
increased 50%. with implementation of the Wind Resistive Code by
the State on January 1, 1995, more detailed plan reviews will be
required, which will greatly increase the workload. The State does
!. 'not' provide training for code changes, and a training program will
pave to be. developed to train the inspectors.
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PROBLEMS
The following problems have developed with the increased
growth:
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~Div.ision chiefs and supervisors spend well over 75% of their time
performing hands on inspections and clerical work.
-T~e, Chief Build,Jng Inspector
in~peRtions and r~sponds to over
scnedule leaves insufficient time
spends 100% of. his time on
20 phone calls per day. This
for supervision.
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:;'There. is a", c~mplete absence of any training.
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~~Inspectors are averag1ng more than 18 1nspect1ons per day. The
.'standard number of inspections daily is 10 to 12.
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-After 9:00 A.M., there is seldom anyone in the office to assist
the' pUblic with technical problems, code advice, and permit
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process1ng.
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-Th~ ~elepho.':le sy'stem is in "gridlock". .
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MINUTES OF WORK SESSION, SEPTEMBER 15, 1994 .
REORGANIZATION OF THE INSPECTIONS DEPARTMENT
PAGE 288
-Space in the Fire, Building, Electrical, Mechanical and Zoning
Divisions is extremely cramped, noisy, and not conducive to
professional work. As a result, the morale of employees is
declining and service excellence is deteriorating.
OBJECTIVES
The following objectives were presented:
-Remove Division Chiefs from the field and use their experience and
energy to maintain supervision. Each Division Chief will be
required to develop a Structured Quality Control Program. This
will allow the department to know if the inspectors are performing
a proficient job. Also, the Division Chiefs will be available to
help the general public with code problems and code interpretation.
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-Each division must be staffed so that each inspector has a
reasonable workload to allow that person to perform a thorough and
complete inspection. North Carolina does not have a history of
writing a consumer friendly Building Code. The quality of the
housing product being delivered is falling more upon the shoulders
of the Inspections Department. It has become apparent that people
are expecting the Inspections Department to be the agency
responsible for ensuring quality of a building project from the
beginning to the end of construction. In order to fulfill this
responsibility, additional staff will have to be hired.
-Obtain additional space to overcome noisy, crowded, worn out work
stations.
-Provide for a Structured Plan Review with personnel dedicated to
that task.
-Accomplishment of these objectives will automatically have a
positive impact on service excellence.
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SOLUTIONS
The following solutions were presented:
-Reorganize the department administratively. Allow the
administrative personnel to supervise their divisions.
-Hire additional staff.
-Re-engineer the department's obsolete automation system created in
1983.
-Implement the "Mobile Office" Concept.
Director Conklin presented a proposed Organizational Chart.
with additional positions and reorganization, the Inspections
Department will be able to provide the quality of services deserved
by the citizens of New Hanover County.
The following new positions will be needed:
Assistant Director of Inspections
Systems Programmer Analyst
(1) Building Inspector
(2) Plan Reviewers
(1) Plumbing Inspector
(1) Electrical Inspector
(1) Mechanical Inspector
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The Fire Code is sufficient for the present time; however, if
the county moves from an all volunteer fire system, the
responsibilities of the Fire Marshal will change and have to be
reviewed at that time.
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MINUTES OF WORK SESSION, SEPTEMBER 15, 1994.
REORGANIZATION OF THE INSPECTIONS DEPARTMENT
PAGE 289
The following reorganization highlights were presented:
-Reduce the workload for Inspectors by removing the Division Chiefs
from the field and inspection duties.
-Consolidate permit processing clerical staff.
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-Create development enforcement position for zoning, flood plain
management, CAMA, abandoned structures, 'and minimum hous ing .
The following special projects were presented:
-Re-engineer the Automation System.
-Implement a Structured Training Program for Mobile Office Concept.
-Develop the training program for the new Wind Resistive Code which
becomes effective January 1, 1995.
-Rearrange departmental space.
-Develop operational plans for permits and inspections following a
strong hurricane.
-Undertake departmental evaluation.
EVALUATION OF INSPECTIONS DEPARTMENT
~" Assistant County Manager, Dave Weaver, presented the following
data:
-Evaluations By outside Organizations:
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-Southern Building Code Congress: This evaluation showed the
Inspections Department was understaffed and very much in need
of Plan Reviewers to continue to be capable of performing
adequate inspections in the field with the current and
projected rate of growth.
-ISO Commercial Risk Services:
service ratings for houses'.
performed, but code compliance
the review process.
This organization assigns fire
This evaluation has not been
will be extremely important in
-Evaluation by Community Group: Establish an Evaluation
Committee comprised of an architect, engineer, contractor, and
members of the general public. The Committee will focus on
the quality of code enforcement and the quality and timeliness
of services to the public.
-Internal Evaluation:
effective supervision,
detailed and accurate
retrieval.
Increasing the staff will allow
and automation will provide
records as well as improved
more
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data
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AUTOMATION
I'MIS Director, Bill Clontz, presented a chart explaining the
proposed automation system. The system is known as the Mobile
Office Concept 'and means that all office capabilities will travel
with the i.nspectors in the field. This system will provide
admi~istrative resources 24 hours a day and eliminate ,penalties.
.~ The Mobile Concept System will allow instant availability to
central records, voice response, contractors, substitute
inspectors, and supervisors. The system will provide efficient
~customer communications, automated inspection routing, automated
,:utiiity authorization, and the creation of documents in the field.
. Each inspector will be provided a lap-top computer with a
:radio link for communications, printer for hard copies, a fax with
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MINUTES OF WORK SESSION, SEPTEMBER 15, 1994 -
REORGANIZATION OF THE INSPECTIONS DEPARTMENT
PAGE .290
send and/or receive capability, PC Programs, Inspections software,
and cellular telephone. The inspector will go directly to the
field, not to the office in the morning. The results of the
inspection will be entered on the mainframe and records will be
immediately available to all users. The inspector will remain in
the field approximately one hour longer each day, which will reduce
the need for clerical support and also allow for maximum use of the
limited office space.
Discussion was held on this system being tremendously helpful
in damage assessment after storms. Thousands of manhours will be
saved and the accuracy of the figures will be greatly improved.
In summary, Staff feels if the Mobile Office Concept is
implemented the morale and service excellence will greatly increase
in the Inspections Department.
commissioner Barone inquired as to when the new automated
system will be implemented?
MIS Director Clontz reported the first equipment should be
purchased within six months.
commissioner Barone asked if the two-way radios to be used as
part of the 800 mhz system will become obsolete?
Director Conklin reported the radio communication being
referenced is the delivery of data over the air waves. There are
companies such as Cellular Sprint who allow clients to purchase air
time that will transmit the data from the inspectors in the field
to the mainframe computer. This air time is expensive. The County
can contract for the purchase of air time or perform this service
in-house with its own transmitter and receiver in each car at a
cost of approximately $800 for each transmitter. If the service is
performed in-house, there would be an initial cost, - but
approximately $35,000 would be saved annually.
Discussion was held on the proposed system. Chief Mechanical
Inspector, Allen Golden, presented an example of how the system
would work.
Commissioner Barone stated if funds are available for the
system, she is in favor of the project.
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County Manager O'Neal reported Staff would like to move
forward with filling the additional positions, purchasing the
equipment, and developing the system. Also, an evaluation group
should be appointed from within the community.
Chairman Greer commented on appointment of an evaluation group
and stated he does not feel a committee should be established since
the problems have been identified.
Discussion was held on funding of the proposed system.
Director Conklin reported his priority would be to use already
collected fees to fund the equipment portion of the project and to
use on-going collected fees to fund the personnel portion of the
project. The problems in the Inspections Department will not be
resolved by simply hiring more people. A change must occur in the
overall functions of the department and space needs must be
addressed. The magnitude of the inspection task will require a
different behavior and management structure. As Director, he
cannot continue to focus his attention in sixteen different
directions at one time and carry out the responsibilities of the
Inspections Department.
Further discussion was held on the importance of providing
training to the county inspectors and building contractors.
Chairman Greer requested the Inspections Director to work with the
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MINUTES OF WORK SESSION, SEPTEMBER 15, 1994
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PAGE 291'
Homebuilders Associations to schedule joint training sessioDs that
would be paid by both the County and Homebuilders Associations.
Director Conklin reported he would be glad to work with the
homebuilders association and stated when the Wind Resistive Code is
implemented, the inspectors and builders will have to receive
training.
Chairman Greer reported if the Inspections Department is
producing enough revenue to cover the costs for the proposed
upgrade he does not have a ,problem with the funds being utilized in
this manner. However, when the budget is prepared next year, he
would be upset if the Inspections Department requested an
additional $1 million because of the items purchased. He also
expressed concern for increasing the number of employees instead of
decreasing the number of employees with development of the new
computer system and recommended implementing the program in
increments, beginning with one division at a time.
Director Conklin reported the program will have to be
implemented in increments because it would be impossible to provide
the necessary training for the entire department at one time.
commissioner Barone emphasized the importance of informing new
employees that if revenues generated from fees collected should
decrease, the positions would have to be eliminated.
County Manager O'Neal assured the commissioners that all
employees will be informed that the positions will be eliminated if
the necessary revenues are not generated.
ADJOURNMENT
Chairman Greer complimented staff for an
presentation and adjourned the meeting at 12:30 P.M.
excellent
Respectfully submitted,
C:f:F~:::::'~
Clerk to the Board
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