Agenda - Council Work Session - 06/25/2024

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ADMINISTRATION & OFFICE FUNCTIONS 1. Desired Timeframes To ensure outstanding customer service, it is our goal to provide the following response times. • Emails from residents and contractors: • received 8am to noon, respond by end of day • received noon to 4:30pm, respond by noon the next business day • Voicemails from residents and contractors: • return within 24 hours • Emails and voicemails from administration, within 4 hours • Emails, texts and voicemails from direct team members, within 1 hour • Plan Review completion for all residential projects, including new SFD, 5 -10 business days • Plan Review completion for commercial, 3 - 4 weeks depending on size of project and completeness of the plans Note: Plan review times begin when "ALL" permit application documents are received, which is not always the date when the permit application was first submitted. Reference where this is notated in the process. Let's acknowledge that seasonal increases in activity may impact the above timeframes, however we strive to provide reasonable responses times to our customers and team members 2. Resource Tree When faced with a question of building code or manufacturer's requirements and are unsure of the answer, we encourage staff to follow several steps to promote the highest quality of service, and most efficient use of resources. 1- Reference pertinent code sections online or in a hard copy of the current code • Google search often gets you to a code section • ICC Plan Review printouts • UPCODES 2- Reference the Code and Commentary for further guidance 3- Ask your fellow inspectors to see if they can help 4- Reference this manual for reminders or clarification on past decisions 5- Contact Andy for clarification or direction The goal of the above steps is to build self-reliance. No EASY BUTTON. Operations Manual 2024 Page 3 of 10