Keeping values in mind determines quality of service
By John Crawford
Assistant Director for Marketing Services

Everyone knows that all good Tennesseans know what values are and that we already use them in our daily lives and certainly at work.  We have been known for Tennessee values since our state was formed and we certainly earned the title of “Tennessee Volunteers”

John Crawford

through application of our values, so we are not plowing new ground here.  The intent of having a department “Values Statement” is simply to focus those values that we all already have into the consistent, daily application of services and programs for the citizens of Tennessee, and to keep those same values present in our relationship with all members of our department.

Now, that’s sounds very simple, but it does affect how we manage our activities.   Let’s look at some examples of the principles used in the values statement:

Professionalism:  Answer the phone no later than the third ring, and answer with a smile.  Respond to your messages within twenty-four hours.  Give accurate information you are certain of or go find the right answer.  Wear appropriate attire when you have contact with our customers.

Customer Focused:  Take the responsibility of making sure the person you are talking to gets served. Think about how the customer uses your program or service and find ways to make their experience a better one.  If you see a way to make things better for your customer, Speak Up!!

Team:  We all have to work together to serve our customers, and that means stepping outside our comfort zone and participating with other groups to help improve our performance.  Members of different divisions and different support groups are coming together in teams to problem solve and create new processes.  If you are offered a chance to participate, Step Up!! 

Fairly, Consistently, and with Respect:  Having regulatory responsibility brings with it the absolute necessity for fair and consistent application of those regulations across the entire state, and in that process, we will always treat our fellow citizens with respect.  We will also treat our fellow team members with the same values, and we will find ways to improve their experience as employees of the state of Tennessee.

This is certainly only a representative sample of what these values mean to you in your daily jobs.  Think about other ways in which you can make someone’s experience with our department a better one.

We are, as a department, committed to carrying out our jobs using these values as the foundation for everything we do.  If you have any questions about how this relates to you, please talk to your supervisor.  Let’s make a difference!!

For the past few months we have been looking at the various components of the Strategic Plan. This month is our final exercise in the plan rollout, as we examine the values statement. Thank you to Vicki Berryman, Administrative Services Assistant for Adult Education, and Tom Forehand, grants analyst for Employment & Workforce Development, who agreed to comment on how they and their co-workers and their divisions’ staffs support the values statement and engage in activities that dovetail with the overall mission and goals of the department.

“Working as a team improves overall productivity,” said Vicki. “In a team environment co-workers understand and believe that thinking, planning, decisions, and actions are better when done cooperatively. Recognize and believe that ‘none of us is as good as all of us!’”

Tom pointed out that he feels he and his fellow staff members in Employment & Workforce Development practice teamwork routinely. “We work together. One team member’s strength uplifts another team member’s weakness,” he said. “All have strengths and weaknesses; all need to be helped, and also all need to help – at times.”

Vicki added that a large percentage of their jobs in the Adult Education Division involve teamwork activity – from brainstorming to coming up with new ideas for existing programs to entering data that requires several co-workers to accomplish the task. She gave as an example the occasions when extra hands are needed to organize GED documents. “Everyone in the department, including the administrator and senior staff, participated. Another example: all GED information has to be scanned, indexed, and verified into a software program. Again, everyone in the office is participating in that job task. No one hesitates when co-workers need help.”

Commitment while on the job is a quality evident in this department. “I have seen team members give rides to other team members needing to go to last-minute meetings and cover duties for other team members needing a break or being indisposed. We help one another type, proofread papers, prepare PowerPoints, answer phones, carry out loose trash, copy letters, collate reports, fix coffee, carry heavy water bottles,” related Tom. He said such tasks are important to empower the team in getting the task done.

Asked how her division delivers effective and efficient programs, Vicki said the Adult Education division visits locations and finds out their needs and meets on a regular basis to discuss how to improve situations. “We send out surveys and get the opinions of the students. We always lend an ear to hear a complaint and console the individual, and we’re always asking the question, how can we make it better?” Tom said one reason he feels Employment & Workforce Development delivers services effectively is because the division has knowledgeable leadership that cares as much about the welfare of team members as in “delivering the goods to our customers.”

Supervisors are currently involved in discussing the “My Role” sheets with employees across the state. Both Vicki and Tom said their supervisors had gone over the “My Role” sheets with them and feel it helps in showing how their particular jobs fit in with the overall mission of the department.

Several newsletters ago we introduced you to Project Edison. Edison, you will remember, is the new system being developed to replace all of our old administrative systems. This month, instead of my telling you about Edison, I thought it would be more beneficial for you to hear of some of the benefits from one of our subject matter experts. So I asked Cindy Key, our department’s guru for all things related to payroll and benefits and member of Department Edison Team, to share some of her thoughts. Here is what Cindy had to say:

“I am so excited about Edison! This project is really about improving how we operate within state government. It is about upgrading our systems and moving into the 20th century with new and better technology. Edison is something that all of our employees should be excited about. It will take us into a way of life that private industry has known for some time. It is going to make everyone’s job easier and allow each employee to better manage their own personal information.

	Ryan Gooch and Cindy Key are thrilled over the benefits the Edison system will offer.

The whole system is going to be “real time.” Each employee will be able to access and manage his own personal information like direct deposit, benefit plans, 401(k)s, retirement, insurance, and address changes. I will still be here to help answer your questions, but you won’t have to go through me to make routine changes to your information. Better than that, you will not have to wait on me to return your calls or e-mails when you have basic questions. You will have access to your data from any computer with Internet access anywhere in the world. It really will be great for all of our employees to have real-time data regarding their payroll and benefits information!”

As Cindy said, Edison is going to be a great tool for all of employees, not just those who work in the human resources and financial areas within the department. I know that many of you want to learn more about the Edison project. Here is the link to the Edison site if you want to look for yourself http://www.intranet.state.tn.us/erp. 

If you have any questions about any part of Edison please let me know. You can e-mail me at ryan.m.gooch@state.tn.us.

Bill Sizer
Special Master to the Board of Review, Davy Crockett Tower, eight years

James A. Cayce Homes, located in east Nashville, the city’s oldest and largest public housing development. Bill has put in more than 10 years service in this worthwhile project, taking an hour or two of annual leave one day a month to deliver hot meals to about 25 units. The program provides meals for elderly and disabled residents through the Martha O’Bryan Center, which is an outreach ministry begun by the First Presbyterian Church more than 100 years ago. 

What are your personal interests/activities outside of work?   tennis, coaching son’s teams, TV sports, history

What do you do in your job to support the department’s Values Statement? The Special Master makes recommendations to the Board regarding its decisions on unemployment appeals and provides legal advice to the Board. The Board’s staff, which I supervise, strives first for accuracy and consistency, but is also required under federal law to dispose of appeals as quickly as possible.

Why do you think it’s important to work as a team? Teamwork promotes accuracy and a pleasant environment. My goal is to get things right while avoiding needless friction.

How do frontline employees in your division practice teamwork?  Picking up the slack when a co-worker is out sick or on vacation

Division Updates

This picture was taken at the Tennessee Center for Performance Excellence Awards Banquet held in Nashville on February 22. The Career Center at Talbott was recognized for achieving Level 1 this year. Pictured are (from left) Mark Chandler, director, ES Field Operations; Dr. Nancy Brown, director, LWIA 2 - Walters State Community College; Melissa Reynolds, coordinator of WIA Services - Career Center at Talbott; Darlene Ely, manager, Career Center at Talbott; Donna Stansberry, assistant director, WIA Services; Teresa Broome, ES district manager; Amy Radar, DHS - Division of Rehabilitation Services; and Bob Henningsen, deputy commissioner.

Workers’ Comp
The 10th Annual Workers’ Compensation Educational Conference is fast approaching.  The conference will be held April 2-3, 2007, at the Nashville Airport Marriott.  The Conference is a joint effort between the Tennessee Department of Labor & Workforce Development and the International Workers’ Compensation Foundation.  More than 350 participants scheduled to attend this April. 

The goal of the conference is to educate those who participate in the Tennessee Workers’ Compensation system regarding current rules, procedures, policies, and forms.  The Conference was able to reserve the entire meeting space and will offer break-out sessions.  Topics will include Case Law Updates, Claims Management Practices, Safety in the Workplace, Pain and its Management, Medicare Set-Asides, New Diagnostic and Treatment Methods, and more.

Dr. Larry Bridgesmith will give the keynote address on April 3.  He serves as the founding Executive Director and associate professor at the Institute for Conflict Resolution at Lipscomb University.  Dr. Bridgesmith brings nearly 30 years of experience in dispute resolution and workplace strategies to clients, students and business entities alike. I am looking forward to hearing Dr. Bridgesmith’s speech. 

Adult Education
Two Tennessee Adult Education students were recently recognized for overcoming difficult circumstances in order to fulfill their dreams.

Sandy Wilson, a student in the Benton County AE program, scored a perfect score of 800 on the Reading portion of the GED test. This puts Sandy in the top 1% of GED testers in the nation.  Rarely is a perfect score achieved on any section of the test.  Sandy is now enrolled at the TN Technology Center in Paris to pursue a career in early childhood development.

Julie Shadrick, a student in the Marshall County AE program, has been named the recipient of the Tennessee Association for Adult and Continuing Education (TAACE) scholarship award. A Katrina survivor, Julie overcame great personal challenges in order to pursue her educational goals. After achieving the GED diploma, Julie was able to secure a job with Saturn.  She enrolled in Martin Methodist College in January of this year in order to begin her studies and achieve her dream of becoming a nurse.

The Division of Adult Education is proud to have served these students and commend them for their determination, perseverance and achievement.

Employment & Workforce Development
The Executive Committee of the State Workforce Development Board met on March 27 in Johnson City to consider approval of the new state plan for 2007 and 2008 for the Workforce Investment Act and the Wagner Peyser Act programs.  Staff throughout the workforce development system worked with the Employment and Workforce Development Division to develop and modify the new state plan.  We are particularly appreciative of our partners at the Department of Education, Department of Human Services and the Department of Economic and Community Development for their assistance.  Ryan Gooch also worked to provide leadership throughout the many divisions within our department and we appreciate the timely responses from all staff within TDOLWD.

On April 12 and13, the Planning Committee of the State Workforce Development Board will meet to consider approval of each of the Local Workforce Investment Area plans.  Each area will respond to six questions as part of their plan presentation. 

This month the Employment and Workforce Development welcomed two new employees.  John Kubina joined the Technical Assistance Unit as a Grants Analyst and Wil Hammond will be working in the Operations Unit as a Grants Program Manager.  We are pleased to have these talented individuals as part of our team!

TOSHA
TOSHA has recently submitted a rule change to adopt the revised general industry electrical installation standard found in 29 CFR 1910 OSHA Standards for General Industry. Federal OSHA determined that electrical hazards in the workplace pose a significant risk of injury or death to employees, and that the requirements in the revised standard are reasonably necessary to provide protection from these hazards. This final rule focuses on safety in the design and installation of electric equipment in the workplace. This revision will provide the first update of the installation requirements in the general industry electrical installation standard since 1981.

John Winkler and Steve Hawkins are in the process of visiting the TOSHA field offices   to roll out the TOSHA strategic plan initiative. The purpose is to inform each individual employee of their important role in achieving the goals of the TOSHA Division.  Each employee, with the help of his supervisor, will be required to fill out the “My Role toward the success of the department” form listing his contributions to the goals of the division and the department.

Regulations and Compliance
We would like to welcome the newest elevator deputy inspector, Michael Farmer, who started on March 10.  He will help cover elevator inspections in the Middle Tennessee area.

Congratulations to Danny Peters who successfully passed the National Board Authorized Inspector Supervisor Exam.  Danny has been a deputy boiler inspector for the department for over 18 years.

Martin Toth, chief boiler inspector, has been representing the Boiler Division making presentations to various businesses, municipalities, and organizations across the state on the safety and functions of boilers and pressure vessels.  Some of the organizations include the American Society of Plumbing Engineers, Upper East TN Building Officials Association, the Plumbing and Mechanical Association, TN Association of Plumbing,  and Heating and Cooling Contractors..

Also Thomas Hamlett, labor standards inspector, did a seminar on the child labor laws & wage act to the H & R Hospitality Inc., they represent human resource professionals for some of the larger hotel chains.

Welcome to our new employee, Christina Tugman, as an administrative secretary with the Division of Labor Standards.

The Mine Safety Division has started a new safety measure: all safety officials who work in/around mines must pass a competency test and upon passage be issued a certificate of competency.  This test will ensure that all foreman and/or other safety officials be knowledgeable in all safety aspects of mining, including both state and federal regulations. 

In Labor Research & Statistics, supervisor Kathy Liles will be retiring effective April 5, 2007.  Ms. Liles has more than 35 years of service to the state of Tennessee in various capacities.  We thank Ms. Liles for her guidance and leadership for that division and to the Department.  We wish her the very best during her retirement. 

Employment Security
The ES Division and our dedicated staff continue to be recognized for their program knowledge and outstanding job performance. Lynda McDaniel, Chief Appeals Hearing Officer, is in Washington DC from March 19 to 30 participating in the U.S. Department of Labor’s Annual Quality Review.  Lynda and a small group of experienced hearing officers from around the country are grading the quality of unemployment hearings in each state.  Her selection to this team by the U.S. Department of Labor is a well-deserved honor.

John Kimmons of the BTQ review staff, Jim Fussell, assistant director of UI Benefits and Technical Services, and Denise Albright of the UI Claims Center in Nashville attended a Regional BTQ review and U.I. program improvement session in Atlanta March 12-16. They were able to provide valuable input to the Region in all areas of adjudication and the Unemployment Insurance program.

ES staff were also invited by Susan Cowden, administrator of Employment and Workforce, and Joe Fults, director of Dislocated Worker Services, to attend and make presentations at the 2007 Spring Rapid Response Conference March 22-23. ES Administrator Don Ingram and Assistant Administrator Melinda Williams made presentations concerning Unemployment Insurance modernization initiatives and the Trade program. Other ES staff presenters included Mark Stiles, Harold Davis, Jim Fussell, Melissa Carter, Robin Wright, and Barbara Boyd.

To: Mark Howell, Employer Accounts [via e-mail]
From: An employer

“I had the pleasure of talking and working with a gentleman in your organization named Bob Wallace on what I considered a very cumbersome and confusing process of filing my fourth quarter unemployment tax form for my household sitter. It was my first time to file online, and Bob stepped me through the process. It was so simple I could not believe it. He was nice and patient and explained everything in simple detail. Great guy . . . somebody needs to pat him on the back or shake his hand for a job well done. Wish I dealt with more people like him.”

To: Field Operations
From: A claimant

“I am writing this letter to tell you about Mary Jane Nipper. She works at the Career Center at Cookeville and has been there for a long time.

She has helped me so much since I was laid off at TRW. It was really nice to have someone be so concerned about me and to be helpful and friendly. I have gone to see her and also made several calls to her, and she was always so pleasant. Just wanted you to know what a good employee you have up here in Cookeville.

It is really hard when you lose a job you have had for 14 years, but Mary Jane really knows how to treat people and makes such tough times turn into good times.”

To: Shirley Cain, Memphis Mendenhall
From: A claimant

“I just wanted to let you know again how much I, as well as my former coworkers from Coors, appreciate your wonderful expertise in handling our claims when we were severed in 2006. I was reminded of the situation after seeing you today for reprocessing. Ms. Cain, I cannot tell you how well everyone spoke of you as well as your wonderful coworkers, but especially you. If we asked the same question 10 times, you answered the same question 10 times without a hint of impatience in your voice. I am well aware that this could not be easy. The repetition alone would drive some of us insane. Thank you for guiding all of us through what could have been a chaotic ordeal.”

To: Raymond Neal
From: A client        

“I would like to express thumbs up to your front desk clerks and to Roy Wakefield. When I came to your office in February, I was greeted with kindness and consideration by the front desk clerks. A lot of places of business do not portray such a friendly atmosphere. Roy Wakefield was pleasant and helpful. Many people are quick to complain of poor service, but don’t think to inform management of excellent service.”

To: Mark Stiles [via e-mail]
From: Margaret Ewing, Chattanooga Career Center

“I just received a call from a claimant in Chattanooga who was laid off from Continental Life Insurance. She informed me that she had never received better customer service than she had this morning while filing her claim. She said she had worked in customer service and had never seen anyone as caring and good to a person as Janice Donnelly was to her. In talking with Janice, she said she felt sure my entire office was that good. This is a nice thing to hear first thing in the morning.”

To: Field Operations
From: A veteran

“I would like to show my appreciation by writing this letter to tell you that Alex Horony, our veterans’ representative in the Crossville Career Center, went above his job duties to help me acquire employment. He was extremely helpful, and I just wanted to make sure his exceptional work is recognized.”

To: Cathy Pardue, Labor Standards
From: A client

“Thank you for being so helpful and attentive to my question. I could only wish everyone I call across the different states were as receptive to my questions and responsive with an immediate answer.”

April 2-3
10th Annual Tennessee Workers’ Compensation Educational Conference
Nashville Airport Marriott

April 6
Good Friday; offices closed

April 19
March state unemployment rate released

April 26
March county unemployment rates released

May 17
April state unemployment rate released

May 24
April county unemployment rates released

May 28
Memorial Day observed; offices closed

June 14
May state unemployment rate released

June 21
May county unemployment rates released

July 4 (Wednesday)
Independence Day; offices closed

July 19
June state unemployment rate released

July 22-25
30th Annual Tennessee Safety & Health Congress & Exposition
Gaylord Opryland Resort & Convention Center, Nashville

July 26
June county unemployment rates released