2024 Permit Center Key Actions Taken
In 2024, key actions were undertaken by the Permit Services, Current Planning, and Code Enforcement divisions to address essential improvements in Training, Staffing, Workflow, and Communication. These initiatives were instrumental in the continued success of the Permit Center to meet growing demands. The actions outlined below highlight measures implemented to strengthen our operations and long-term effectiveness.
Training
Plan Check staff obtained Residential Plans Examiner Certification and Building Plans Examiner Certification.
Inspection staff in obtained eleven inspection certifications from the International Code Council and the State Coordinated a customer service and communication training with Human Resources.
Staffing
Finalized updated job descriptions to create a promotional ladder for plan check positions.
Created and filled two full-time and two part-time Permit Clerks to be first point of contact for customers via phone, email, and front counter, and to assist processing the increased volume of permits.
Created and filled the Permit Analyst position to oversee Permit Clerks, front counter services, and Permit Center performance data analysis.
Contracted with five external consulting firms to expand plan review capacity.
Filled two Building Combo Inspector I vacancies.
In December 2024, City Council approved a Workforce Allocation modification to add 1 full-time and 1 part-time Senior Planner in the Current Planning Division Created clear, flexible job descriptions for Code Enforcement (e.g., Code Enforcement Officer I/II).
Hired a dedicated Code Enforcement consultant team for unpermitted vendor enforcement, reducing complaints by 70%.
Workflow/Procedures
Shifted duties such as issuing simple permits and assisting customers at the counter from Permit Technicians to Permit Clerks allowing the three existing Permit Technicians to focus on complex permit intakes.
Implemented new tools (checklists) and simplified workflows to clarify roles and responsibilities.
Generated a “Hot List” of any applied permit past 3rd review.
Prioritized high-cycle review projects and implemented accountability measures.
Created a separate tracking of City facility projects and prioritized a cross-departmental collaborative approach.
Focused on improved Planning Commission and City Council presentation format and delivery.
Addressed a 28% increase in Code Enforcement inspections through streamlined processes.
Researched future technology to provide better service to the public which included AI plan review and Inspection scheduling apps.
Tested upgrades to the Paperless Permits Portal viewer and overall system performance, which will be implemented in the beginning of 2025.
Communication
Boosted staff morale through team-building initiatives and training during monthly First Fridays.
Focused on recognizing individual contributions, ensuring accountability and customer focus.
Identified and discussed permits that have exceeded three plan review cycles during weekly Permit Center Coordination meetings and scheduled meetings with applicant teams to work collaboratively to develop a path forward.
Streamlined Planning Commission staff report templates to enhance processing and transparency.