Nancy Broughton
Nancy demonstrated exceptional initiative and resourcefulness when implementing a new method to enter budget information. By taking personal ownership, Nancy made a complicated and time consuming task more managable. Her actions showed her dedication to doing the best job possible and her creativity in finding solutions to help her department run more smoothly. Her actions not only helped her department, but also the internal departments of the County that depend on Property Management for services. Nancy's innovative thinking and initiative to follow though to the test procedure has earned her a place in the Gallery of Excellence. This nomination was submitted by Amy Akin.
Dawnshe Clare
Dawnshe consistantly goes above and beyond, demonstrating superior customer service skills. A recent letter from a customer described her as courteous, professional and helpful. Dawnshe has a calming demeanor and is always willing to patiently listen to customers to try to determine their needs and provide the services they are seeking. Dawnshe's sustained customer service excellence for both internal and external customers has earned her a place in the Gallery of Excellence. This nomination was submitted by Nancy Nelson.
Matt Collagan
Matt has consistently made noteworthy contributions to a wide range of environmental education programs at Airlie Gardens, from implementing and guiding Kayak Eco-tours of Bradley Creek, to designing the Butterfly House and associated second grade elementary education curriculum on life cycles, to providing informative historical and horticultural tours of the Gardens. In one particular example of his enthusiasm, professionalism and dedication to meeting the needs of visitors, Matt turned a potentially negative visitor situation into a very positive experience. When a group of out of town visitors arrived an hour late for their scheduled tour, and the volunteer scheduled to conduct the tour had already departed, Matt stepped in without hesitation and provided the group with a personal, customized tour of the Gardens. The guests raved about their experience, and one said she could not wait to come back next year. His sustained exemplary performance in conducting personal environmental education programs and tours has delighted and enlightened a wide range of visitors, both children and adults, leading them to an elevated understanding of the meaning and importance of environmental stewardship. In addition to being recognized in the Gallery of Excellence, Matt has been awarded the RISE to Excellence Award for his particularly noteworthy contributions. This nomination was submitted by Tanya Gurganious and Flo Simpson.
Amy Cook
Amy has demonstrated exceptional creativity and resourcefulness as a member of the County team that developed and implemented the County-wide “Wellness and You” (WAY) Program. Amy attended the Management Academy of Public Health through UNC Chapel Hill and proposed a team project to design a business plan for a corporate employee wellness program. Upon completion of the Academy and attendance at employee wellness program conferences sponsored by NC Blue Cross and Blue Shield, Amy worked tirelessly to establish this innovative program for New Hanover County in July 2008. In addition to being recognized in the Gallery of Excellence, Amy has been awarded the RISE to Excellence Award for her particularly noteworthy contributions. This nomination was submitted by Scott Harrelson.
Shirley Davis
Shirley’s genuine concern and respect for other people has been shown through her efforts in assisting customers as they enter County Offices. She goes out of her way to give directions and ensure the customer leaves with a pleasant experience. Shirley’s friendly, courteous attitude and sustained superior customer service skills are recognized and appreciated by customers and coworkers. Her attention to detail, strong work ethic and caring attitude have earned her a place in the Gallery of Excellence. Shirley received several nominations from citizens and fellow employees.
Dorian Flowers
Captain Flowers demonstrated an outstanding example of the County’s Core Values in a particularly noteworthy way. His assistance to a family in need exceeded established expectations and made a significant difference in the outcome of a customer’s situation. On Saturday, December 13th, 2008, Captain Dorian Flowers, while off duty, responded to a residential structure fire to assist New Hanover County Fire crews. With their home damaged by fire, the family found themselves without a place to stay. Assistance was requested from the American Red Cross, but unfortunately all the standard accommodations that accepted pets were full. After careful consideration, Captain Flowers took it upon himself to personally contact hotels and was able to secure pet friendly lodgings at a reduced rate.
Captain Flowers took personal responsibility for meeting the customer’s needs in an extraordinary way. He secured facilities for the family and provided personally owned roof covering materials to further mitigate additional damages for the family’s property after the fire. This type of customer service is exemplary and sets a standard for which all of us to strive. In addition to being recognized in the Gallery of Excellence, Dorian has been awarded the RISE to Excellence Award for his particularly noteworthy contributions. This nomination was submitted by Lt. Paul Schoenwalder.
Karen Hall
Karen is always ready to listen to the customer and follows through to make sure their needs are met. She is tactful and able to carry out procedures while helping customers understand the process and get the job done. Karen is also willing to listen to the concerns and needs of coworkers as well. She capable of not only handling the pressure that her job requires, but she steps up to the bat and takes charge. She is used to handling complex issues and does a great job handling the stress. Her demonstrated sustained customer service skills have earned her a place in the Gallery of Excellence. This nomination was submitted by Toni Moser.
Ellen Harrison
Ellen has demonstrated sustained customer service excellence in her career as the Supervisor of School Health. She is a caring employee who displays supervisory and customer service skills at a level that is exemplary of the highest standard. She strives to provide a positive work environment in all New Hanover County Schools and ensures her nurses are given the tools they need to be able to work efficiently. She treats the school nurses with integrity, respect and is always fair and consistent in her actions. As a representative of New Hanover County Health Department, Ellen demonstrates superior customer service skills in dealing with the many and varied internal and external customers. She has the ability to handle and resolve difficult situations with patience and tact always keeping the needs of both parties in consideration. In the community, Ellen participates in outreach activities and is an admirable liason to the health providers of our community. This dedication to customer service has earned Ellen a place in the New Hanover County Gallery of Excellence. This nomination was submitted by Diane Kirby
Gail Jernigan
Gail’s genuine interest in protecting the public and promoting flu shots has earned her the unofficial title of “Flu Clinic Ambassador.” By implementing innovative ideas and working additional hours she has effectively streamlined clinic operations. In particular, Gail suggested that customers be called the day prior to their appointment, thus increasing the show rate and keeping clinic flow moving throughout the day. Recognizing the need for additional volunteers to manage patient flow in the clinic, Gail took personal responsibility for meeting the customer’s needs by recruiting volunteers from her church community and assisting in their screening, training and scheduling. Gail’s positive attitude, enthusiasm and sustained superior customer service skills are recognized and appreciated by customers and coworkers. In addition to being recognized in the Gallery of Excellence, Gail has been awarded the RISE to Excellence Award for her particularly noteworthy contributions. This nomination was submitted by Kim Roane.
Anthony Jinwright
Anthony has demonstrated sustained customer service excellence and exemplary performance. In particular, he exceeded the expectations of a customer when he received a rush request for a birth certificate from a citizen waiting to board a cruise ship. Anthony was able to fax the document while on the phone with the customer with only 2 minutes to spare. His professionalism and commitment to taking personal responsibility for meeting the customer’s needs in an extraordinary way is recognized by internal as well external customers. This dedication to customer service has earned Anthony a place in the New Hanover County Gallery of Excellence. This nomination was submitted by a citizen
Chris Johnson
Chris always goes out of her way for the customers of New Hanover County. She is willing to go the extra mile and follows through to get matters resolved. She is patient, efficient, loyal and always willing to work extra hours when needed. Not only is she a dedicated employee, but also a pleasure in which to work. Her sustained customer service excellence for both internal and external customers has earned her a place in the New Hanover County Gallery of Excellence. This nomination was submitted by Toni Moser.
Gerald McDuffie
Gerald McDuffie has been ‘caught in the act’ of providing excellent customer service. A recent e-mail from a customer praised his courtesy, helpfulness and positive attitude “every time I happen to go to the Hwy 421 Landfill.” Gerald is empathetic with all customers. He is an excellent communicator and takes the time to really listen to customers to determine their needs and truly understand what they are trying to accomplish. Gerald is in a position where he comes in contact with over 100 customers each day and displays integrity with each interaction. In an environment where safety is of paramount importance, he follows all rules and regulations and is dedicated to serving the best interests of our citizens, individually and collectively. Whether this takes the form of helping an elderly customer off-load heavy items or picking up nails out of the roadway so customers will not get a hole in their personal auto tires, Gerald’s sustained superior customer service skills and exemplary performance is evident every day. Gerald’s work ethic and high level of integrity have carried over to internal customers as well. The level of teamwork has increased, resulting in an increased level of satisfaction for our customers and better efficiency at the work site. In addition to being recognized in the Gallery of Excellence, Gerald has been awarded the RISE to Excellence Award for his particularly noteworthy contributions. This nomination was submitted by Sam Hawes.
Gary Moore
Gary Moore took personal responsibility for meeting a customer’s needs in an extraordinary way. A recent letter from a citizen expressed gratitude for actions that were “above and beyond the call of duty.” Gary promptly responded to a customer’s desperate call when he lost his wedding ring in a large recycling container at the Blair School site. He immediately went to the site and brought the container to the recycling facility where they patiently dumped the material on the tip floor while monitoring and sifting through each item. After locating the lost wedding ring, Gary met the citizen back at the Blair School site less than 1½ hours after receiving the initial call. The customer was extremely impressed with the compassion, concern and quick response. Gary effectively and efficiently corrected something that had gone wrong for a customer and made a significant difference in the outcome of a customer’s situation. In addition to being recognized in the Gallery of Excellence, Gary has been awarded the RISE to Excellence Award for his particularly noteworthy contributions. This nomination was submitted by Lynn Bestul.
Debbie Nash
Debbie has demonstrated exceptional creativity and resourcefulness as a member of the County team that developed and implemented the County-wide “Wellness and You” (WAY) Program. Debbie attended the Management Academy of Public Health through UNC Chapel Hill and proposed a team project to design a business plan for a corporate employee wellness program. Upon completion of the Academy and attendance at employee wellness program conferences sponsored by NC Blue Cross and Blue Shield, Debbie worked tirelessly to establish this innovative program for New Hanover County in July 2008. In addition to being recognized in the Gallery of Excellence, Debbie has been awarded the RISE to Excellence Award for her particularly noteworthy contributions. This nomination was submitted by Cathy Morgan.
Libby Sellers
Libby frequently provides assistance to coworkers, staff and customers. On her own initiative, she showed appreciation for the Property Management staff by handcrafting personalized “Thank You” cards and organizing an appreciation gathering. Libby also assisted in the United Way campaign by creating a website advertisement, providing tickets and other materials, and personally assisting employees. Her efforts resulted in the Inspections Department raising more than previous years. She is very organized and helps her department in any area needed. These skills have earned Libby a place in the New Hanover County Gallery of Excellence. This nomination was submitted by Colleen Murtaugh.
Eddie Shelton
Eddie took personal responsibility for meeting a citizen’s needs in an extraordinary way. On March 9th, a loud noise was heard at Hugh MacRae Park. From his location, Eddie was able to see that an automobile accident had occurred at the corner of Oleander and Pine Grove. He quickly drove to the scene and witnessed smoke coming from a vehicle. As the car caught fire, and without regard to his own personal safety, he and two other people successfully opened the passenger-side door, removed the driver and carried her to safety away from the vehicle. He also was able to recover the driver’s purse and medications from the floor of the burning vehicle.
Eddie consistently demonstrates creativity and resourcefulness in his work, taking the initiative everyday to go beyond what is asked of him. A plumber by trade, he has established procedures to make park facilities more efficient and easier to maintain. Eddie is recognized for his sustained customer service excellence, and for his quick thinking and selfless action in a crisis situation. In addition to being recognized in the Gallery of Excellence, Eddie has been awarded the RISE to Excellence Award for his particularly noteworthy contributions. This nomination was submitted by Neal Lewis.
Emanuel Singletary
Emanuel took personal responsibility for meeting a citizen’s needs in an extraordinary way. On March 9th, a loud noise was heard at Hugh MacRae Park. From his location, Emmanuel was able to see that an automobile accident had occurred at the corner of Oleander and Pine Grove. He ran to the scene and witnessed smoke coming from a vehicle. As the car caught fire, and without regard to his own personal safety, he and two other people successfully opened the passenger-side door, removed the driver and carried her to safety away from the vehicle.
Emanuel’s habit of carrying a pocket file to remove burrs from aluminum picnic tables during his daily rounds is an example of the initiative he takes everyday to go beyond what is asked of him. Emmanuel is recognized for his sustained customer service excellence, and for his quick thinking and selfless action in a crisis situation. In addition to being recognized in the Gallery of Excellence, Emanuel has been awarded the RISE to Excellence Award for his particularly noteworthy contributions. This nomination was submitted by Neal Lewis.
Dottie Spruill
Dottie has demonstrated sustained exemplary performance throughout her 30-year career with New Hanover County Government. She has been the ‘go-to’ person for many department heads and staff for grants and capital projects financing.
Particularly noteworthy is Dottie’s effectiveness in working with the Federal Emergency Management Agency (FEMA) to recover much needed Federal reimbursement of expenses incurred by New Hanover County in responding to many different natural disasters as well as other funding for disaster preparedness. Dottie’s recordkeeping and organizational skills were invaluable during the construction of the new Emergency Operation Center and 800 MHz radio systems. In addition to being recognized in the Gallery of Excellence, Dottie has been awarded the RISE to Excellence Award for her particularly noteworthy contributions. This nomination was submitted by Cam Griffen and Warren Lee.
Leslie Stanfield
The Cape Fear Public Utility Authority experienced significant complications with data conversion during the consolidation of the City of Wilmington and New Hanover County water and sewer systems. Leslie provided her expertise, guidance and unyielding assistance in the programmatic review of the data necessary to perform a successful billing and provided solutions to problems impacting 67,000 customers throughout the region.
With the assistance of Leslie Stanfield and her staff, Cape Fear Public Utility Authority was able to more efficiently address water, sewer, storm water and solid waste billing for numerous customers. Her creative and resourceful efforts and the efforts of those under her guidance resulted in innovative and efficient solutions that undoubtedly increased CFPUA’s ability to provide a heightened level of customer service. In addition to being recognized in the Gallery of Excellence, Leslie has been awarded the RISE to Excellence Award for her particularly noteworthy contributions. This nomination was submitted by Matt Jordan.
Margaret Swann
Margaret recognized the need for an expansion of services in the area of women’s health and took personal responsibility for meeting the customer’s needs in an extraordinary way. After observing a delay in care for the uninsured, Margaret petitioned the Board of Health to approve a grant for a colposcopy clinic at the Health Department. She researched the service (to include needed equipment and supplies), wrote the grant and implemented the Health Department’s Colposcopy Clinic. Margaret’s dedication made a significant difference in the outcome of a customer’s circumstances and resulted in patients receiving timely treatment for abnormal test results and early identification of cancer for follow up care. Margaret demonstrated resourcefulness in assisting customers by developing an innovative and efficient solution to a specific customer service situation. In addition to being recognized in the Gallery of Excellence, Margaret has been awarded the RISE to Excellence Award for her particularly noteworthy contributions. This nomination was submitted by Betty Jo McCorkle.
Cynthia Tatum
Cindy has demonstrated sustained superior customer service, a cooperative spirit in helping others, and the commitment to go beyond what is expected. Her work ethic has earned her the respect of both internal and external customers. She recognizes and works well with all departments and customers. Cindy’s spirit of cooperation shows in her willingness to help others beyond the normal scope of her job responsibilities.
Cindy exceeded the expectations of customers when she personally contacted the airlines to gather important details of the changes in airline baggage restrictions that affected numerous employees with immediate travel arrangements. She followed up with employees to make appropriate plans for their flights and eliminate possible confusion. Employee training and travel experiences are greatly enhanced by Cindy’s dedication to excellent customer service in this area. In addition to being recognized in the Gallery of Excellence, Cindy has been awarded the RISE to Excellence Award for her particularly noteworthy contributions. This nomination was submitted by Kelley Honeycutt.
Anthony Thomas
Anthony has demonstrated sustained exemplary performance and consistently exceeded expectations for his position by making noteworthy contributions to numerous projects in the Information Technology Department. In particular, his outstanding knowledge of SharePoint and ability to strategically apply that knowledge has established the County’s internet and intranet websites as a valuable resource for sharing vital information with both internal and external customers. His work on web-based vehicle management systems has resulted in more effective reservations and use of County vehicles for multiple departments. Anthony was instrumental in establishing, under a very tight deadline, an intranet website supporting the County’s efforts to identify potential opportunities related to the American Recovery and Reinvestment Act of 2009, providing a consolidated access point and reference for county departments seeking stimulus funds. His assistance in assembling and organizing the first-ever web-based knowledge bank of policies and procedures for the new Public Services Center has contributed to improved efficiency and streamlined processes for customers of County services in the Development Services area. In addition to being recognized in the Gallery of Excellence, Anthony has been awarded the RISE to Excellence Award for his particularly noteworthy contributions. This nomination was submitted by Mike Arkinson.
Beverly Thomas
Environmental Management was under a deadline and needed detailed information projecting installment debt for six different pieces of equipment. Beverly received a request for this information as she was leaving for lunch, but put this request first and was able to gather all of the necessary information in an hour and a half. Beverly is always amazingly responsive to any and all requests and a pleasure to work with. Through this one request, Beverly displayed all five of the County’s core values. By taking personal responsibility for meeting the customer’s expectations in an extraordinary way, Beverly has earned a place in the New Hanover County Gallery of Excellence. This nomination was submitted by Beth Schrader and Avril Pinder.
Jim Thomas
Jim Thomas took personal responsibility for meeting a customer’s needs in an extraordinary way. A recent letter from a citizen expressed gratitude for actions that were “above and beyond the call of duty.” Jim promptly responded to a customer’s desperate call when he lost his wedding ring in a large recycling container at the Blair School site. Jim immediately went to the site and brought the container to the recycling facility where he patiently dumped the material on the tip floor while monitoring and sifting through each item. After locating the lost wedding ring, Jim met the citizen back at the Blair School site less than 1 ½ hours after receiving the initial call. The customer was extremely impressed with the compassion, concern and quick response. Jim effectively and efficiently corrected something that had gone wrong for a customer and made a significant difference in the outcome of a customer’s situation. In addition to being recognized in the Gallery of Excellence, Jim has been awarded the RISE to Excellence Award for his particularly noteworthy contributions. This nomination was submitted by Lynn Bestul.
Sina Vereen
Sina demonstrated an outstanding example of the County's Core Values and met the customer’s needs in an extraordinary way by cutomizing service to meet unusual circumstances. On August 24th, a 72 year old citizen visited the Register of Deeds office. She had driven to the courthouse where the office was previously located and walked to its current location. After telling Sina she had recently recovered from an illness and would pass out if she had to walk any further, the customer asked Sina to call her a cab. Sina personally drove the customer to her car, exceeding established expectations for the employee’s position and effectively turning a potentially negative customer interaction into a positive by correcting something that had gone wrong for a customer. The customer was extremely impressed with the assistance she was given and called Sina an “angel in disguise.” Sina demonstrated creativity and resourcefulness in assisting this customer and effectively and made a significant difference in the outcome of this customer’s situation. In addition to being recognized in the Gallery of Excellence, Sina has been awarded the RISE to Excellence Award for her particularly noteworthy contributions. This nomination was submitted by a citizen.