Impact Georgia, Mar. 2009

March 2009 Newsletter

EXCELLENCE IN CUSTOMER SERVICE

The Governor's Office of Customer Service held its Quarterly Customer Service Commendation Awards ceremony on January 29th. The Department received two notable honors: former Commissioner James E. Donald and Captain Dennis Gallman of Lee Arrendale State Prison both received awards. According to the Governor's Office of Customer Service, Mr. Donald and Mr. Gallman were selected from their largest and most competitive group of nominations to date.

Mr. Donald receives his award with Commissioner Owens and others by his side.
GDC'S CALL CENTER GOES LIVE
In partnership with the Office of Customer Service (OCS), GDC opened its Call Center on February 3rd on the 17th floor of the West Tower, Floyd Building. The Commissioner's Office, Public Affairs, Offender Administration, Ombudsman's Office, Corrections' Division, Administration Division, and Operations, Planning, and Training Division all had their public lines transferred to the call center. One of nine GDC employees receives the calls and handles the caller's question or issue or transfers the caller to the appropriate subject matter expert.

In this Issue:
Excellence in Customer Service GDC Call Center Tift Campus Tour Customer Service Champion Professional Management Program Food Drive Challenge GDC Students Honored Phillips F&CB Program Macon SP Fire Services

In the first two weeks of operation, the Call Center handled more than 4,000 calls at a 98% performance rating, meaning calls were answered within 60 seconds or less and less than 2% of calls were lost or disconnected. Roughly 36% of calls received were resolved by a Call Center Agent.

The Office of Customer Service provided the software, telephone equipment, work area, technical expertise and funding for a contracted Call Center Supervisor. GDC provided the staff and computers. GDC continues to work with OCS to develop the next phase of the project, which may expand to more targeted areas within Central Office and state prisons.
A TOUR OF THE TIFT COLLEGE CAMPUS
We are pleased to announce another exciting opportunity for Central Office employees to tour the site of Tift College to see the many improvements and ongoing construction projects currently underway. A walking tour of the town square of the city of Forsyth is also planned. The tour is scheduled for Wednesday, April 8. Transportation will be provided and departs the Twin Towers at 8:45 a.m. and will return at 3:00 p.m. Please dress business casual -- no jeans please. Walking shoes are recommended. Lunch is $10 per person at the Royal Palms Inn. This buffet includes an entree, sides, a salad and beverage. Include your supervisor's approval in your confirmation email - see below. Contact Central Personnel if you have questions. RSVP to: Brad Patterson, patteb00@dcor.state.ga.us no later than March 27, 2009.

A WORD FROM OUR CUSTOMER SERVICE CHAMPION

This year is off to a tremendous start. Resolutions have been made, goals have been set

and plans are in place to ensure that we all have a productive and prosperous 2009. During

this time of financial turmoil, many organizations are discovering that strategies that have

worked in the past are now somewhat ineffective and simply not sufficient to sustain them.

The one strategy that remains successful is the one that focuses on customer service. Let's

all resolve to being Accessible, Courteous, Helpful, Knowledgeable and Responsive. As a

team we can ensure that the Georgia Department of Corrections will have customer service

that is highly regarded as the best in state government!

Cathy Smith, GDC Customer Service Champion

Upcoming Events:
March 5 - Board of Corrections Meeting
March 12 - Guide Dog Graduation at Metro State Prison
March 12-15 - Forsythia Festival
March 19 - Georgia Probation Association Mid-Winter Conference
March 26 - Equine Program at Pulaski State Prison

GDC'S PROFESSIONAL MANAGEMENT PROGRAM

The GDC Professional Management Program (PMP) is a 400-hour Criminal Justice Certificate Program taught by the Columbus State University Law Enforcement Command College. The program is taught in ten modules of 40 hours each offered over a two-year period. The course is designed to prepare selected employees, without college degrees, for increasing levels of responsibility within the Georgia Department of Corrections.

Columbus State University will be doing entrance testing and registration for the fall 2009 college PMP classes at our four class sites (Tifton, Milledgeville, Atlanta, and Cherokee County) throughout Georgia during March.
For a list of class dates, go to the Management Development Unit or visit the Command College web site at command.colstate.edu.

PRE-RELEASE AND TRANSITIONAL CENTERS HOLD FOOD DRIVE CHALLANGE

For the past two years, there has been a competition among Pre-Release

Centers and Transitional Centers. West Central Pre-Release Center holds

a food drive challenge during the holidays. Last December Wilkes Pre-

Release Center collected over 500 cans and won the competition. This

December wasn't any different, with over 400 cans, Wilkes clinched the

title again. The Pre-Release Center achieved this large number with

the help of community members and even inmate families. The

family members brought canned food items to the family day

held Dec. 5th. The families saw this as a way to give back

Did You Know?

to the community that had given them the wonderful family day and opportunity to reconnect with their family. Wilkes

Pre-Release Center prides itself on community involve-

ment and were proud to be able to give back to them

Approximately 100 students per year

during the holiday season.

graduate from the GDC Professional Management Program (PMP). An

GDC COLLEGE STUDENTS HONORED AT CEREMONY

additional location will be added this year at Coastal State Prison to serve

Five Atlanta Technical College students that are among state

Lakeisha Price and Nancy Baines of Corrections are 2009 PBL officers.

staff in Southeast Georgia.

employees attending classes

They also attended the 2008 Geor-

in Twin Towers were recently

gia Fall Leadership Conference

inducted as officers into the ATC

sponsored by Phi Beta Lambda in

chapter of Phi Beta Lambda (PBL),

Atlanta November 21 November

a national student business organiza-

23. Students covered areas of pro-

tion. Phi Beta Lambda is the largest

fessional development in leadership

and oldest business student organization

workshops to include business eti-

in the world that aims to prepare stu-

quettes, meeting protocol, diversity,

dents for career development. It provides

style differences, teamwork, and

Left to right: Delphine Reese (GDC Edu. Coord.), Angela

students with opportunities for leadership development, communication, and team skills.

difficult people. These students are being recognized for their accomplishments.

Kiker (Treas.), Lakeisha Price (Sec.), Leticia Kelley (Activity Coord.), Regina Stubblefield (Reporter), Nancy Baines (Historian), Bob Gaylor (GDC MDU Dir.)

Commissioner Brian Owens
Public Affairs: Joan Heath, Director Sharmelle Brooks Kristen Stancil
Contact: 404-656-9772 GDCinfo@dcor.state.ga.us www.dcor.state.ga.us

PHILLIPS STATE PRISON'S FAITH & CHARACTER-BASED PROGRAM
The Faith & Character Based Program at Phillips State Prison has had a great deal of success over the last eight months. Like all Faith & Character Based Programs, their program is twelve months long with four phases that last three months each. They have classes facilitated by peer counselors that cater to the needs of each participant as it concerns re-entry. The program deals with matters such as faith, character, family relationships, behavioral management, community service, and career planning. Community service is the program's focal point. People volunteer to serve the mental health population for Warden Oubre in their spare time as community outreach. The Faith & Character Based Program strives to build and re-build family bonds. We, as of to date have had two family days where family members come out and have a festive day with their loved ones that are participants of the program. This is the time when family members are able to see what their loved ones are doing to ensure rehabilitation and stabilization that will ensure that not only will they get out of prison, but have the tools to stay out. They recently held a Black History Program called "Beauty of a Dream Realized" that promotes diversity. A graduation will be held on March 4 for two groups to celebrate their completion of the program.
MACON STATE PRISON FIRE SERVICES
Fire Services took care of an unusual incident involving CSX Railroad. The train trestle across the Flint River has for years been building up a log jam from trees and logs floating down river. On February 10, someone set fire to this large log jam trying to burn out a clearing so boats could go down river. CSX called local Oglethorpe FD to put it out. Oglethorpe Fire Chief called the Macon Prison Fire Team for help. The Emergency Management Agency director brought a boat and a floating pump was tried, but this was unsuccessful. GA Forestry was asked to bring over a portable pump and tank. It was mounted on the back of CSX service truck and they tried putting out the fire from the top of the trestle. Macon State Prison Firefighters supplied water and class A foam from their tanker. Finally CSX brought in a boat with a pressure pump and extinguished the fire.

Page 2