2019 Annual Report

Annual Report 2019 47 Undertake on-site training for employee development, as well as encourage employee professional development. Employees taking relevant professional training, approved by manager prior to training event. Various training took place throughout the year, focusing on professional development, skills-based operational and certification training, Health and Safety, and Freedom of Information. Provide opportunity for internal advancement. Employee movement and turnover. 52 employees have changed positions within the organization to date in 2019. In each move, the employee obtained a new position within the organization to advance their careers. Offer a fair compensation package and employee programs. Periodic reviews of compensation in consideration of job content and internal equity. Collective agreements for CUPE and IAFF, which address unionized employees' compensation packages, are in place until 2019. Exempt staff packages are reviewed annually as per our Municipal Officers and Employees Bylaw. Workplace safety. Number of workdays lost per year due to injury. 117 workdays lost due to injury up to September 30, 2019. A comparison to the number of days lost in previous years is as follows: 136 (2018), 16.5 (2017), 81 (2016), 177 (2015), 49 (2014). The 2011-2018 year-on-year trendline for claims statistics indicates: - 65% Reduction in the Frequency Rate (Medical Aid and Lost Time Claims) - 55% Reduction in the Injury Rate (Lost Time Claims Only) - 32% Reduction in the Severity Rate (Claims Duration) Provide Excellent Customer Service Ensure employees provided with customer service training. Employees engaged and trained periodically. Provided group training for all employees. Seek taxpayer/customer feedback. Customer feedback system in place and followed up on. Concerns and issues followed up on promptly. Provide fast and efficient service. Timeliness of customer service. Volume of land use applications continues to rise in Development Planning while maintaining fast turn-around times on approvals for all types of development. Volume of building permit applications for 2019 were slightly down from 2018 levels, remaining historically strong. In order to manage turnaround times, additional plan review/inspection staff remained through 2019. Premium plan reviews remain suspended to allow staff to work on regular applications during non-regular work hours. Customer service by staff at the counter and in the field remains exceptional. Building Inspection report efficiency improvement. All building inspection reports are now recorded electronically and field reports are sent directly by email to property owners, applicants and builders. Provide enhanced and proactive bylaw enforcement. Expand proactive enforcement to early mornings, evenings and weekends on a seasonal and as-needed basis. Two seasonal Bylaw Enforcement Officer positions were converted to two full-time, permanent positions to provide year-round support to the full-time Bylaw staff and evening and weekend services. These officers proactively patrol neighbourhoods, parks and trails on foot and bicycle with voluntary compliance and education as their primary mandate. On average, the officers have over 1,000 interactions with members of the public per month.