Vol. XVII No. 1 MARCH 2006 NEWSLETTER OF THE TMCA NEWS TEXAS MUNICIPAL CLERKS ASSOCIATION, INC. From the President’s Corner CONTENTS Setting goals and objectives has always been primary to success. I have been told that the From the President’s Corner 2006 TMCA Clerk of the Year more things change, the more they stay the page 1 page 4 same. Hopefully we can achieve the best of both this year as we learn the responsibilities, TMCA 20th Anniversary TML Report demands, and joys of TMCA chapter leader- page 2 page 4 ship roles and membership participation and Scholarships satisfaction. We have the nucleus of a profes- TMCCP Seminar - Municipal Debt page 5 sional staff and keen members who are eager to Creation & Administration President page 3 see how the executive board will keep up the Patrice Fogarty, TRMC Questys Solutions Funds traditions of TMCA and establish new levels of TMCCP Seminar - Media TMCCP Scholarship achievement. Just as soldiers march in unison, Relations & Communication page 7 it is my hope that the members of TMCA and the executive board come page 3 together in unison in all aspects of our TMCA lives and activities. TMCA TMCCP Election Law Seminar members, and even members from other state organizations, praise TMCA Photos for its strengths in education, unity, and zeal whenever and wherever its page 8 members come together for any group activity or learning opportunity. Let’s continue that tradition and have fun doing it. I ask you to take an IIMC Report active part in participation at TMCA seminars and provide feedback and page 11 new ideas for our Association. You are our past, present, and future leaders. TMCA needs you and your support. Necrology page 12 In my newsletter articles this year, I will discuss with you how to create a Chapter News culture of service—how to create superior customer service that lasts. Cus- page 13 tomer service is what we are all about. Creating superior customer service that lasts is our goal. The process of becoming first class in customer service Chapter is a difficult journey and requires much more than an occasional speech or a Contact Information program of the year. It is hard work! s 2200 yearsyear page 19 TMCA NEWS # MARCH 2006 President’s Message 2 Cities can distinguish themselves by every employee One definition of culture is the combination of providing excellent customer service. Citizens and behaviors, actions, and attitudes that define an This year TMCA celebrates its 20th Anniversary. vendors will continue to trust someone with whom organization or group of people. What behaviors In the October 1985 issue of TMCA NEWS (then they share a relationship. Another reason to provide define your culture? Do your employees at all levels called the Association of City Clerks and Secretar- excellent customer service is because citizens talk! leap into action when there is a high demand for ies Newsletter), TMCA President Alice Church, The average unhappy citizen will tell at least nine services, or do they continue at a normal, stress free TRMC, city secretary (ret.), Fort Worth, pub- people about their experience, and these secondhand “government” pace? Do your frontline employees lished an article celebrating the passage of HB conversations can be very damaging to your reputa- show respect for your citizens, even when they are 2092, which recognized the professional status tion. not present? Great organizations that are known of Texas clerks and secretaries. The republished for consistently delivering excellent service have article begins below—click the link to read the As a leader and public servant you must begin the invested a lot of time and other resources to ensure full article on our website. process of creating a culture of service. each employee does not have to be reminded of the standard of service every day. It is second nature. They know what to do in different circumstances, “WE’VE COME A LONG WAY—BABY” and they act the same way whether or not their supervisor is watching. This only happens when you Passage of HB 2092 recognizes professional Municipal Clerks Week create a culture of service. status of Texas Clerks and Secretaries Paying attention to details is one way to achieve The signing of HB 2092 by Governor White in May great customer service. View every task as impor- 1985 gave legislative legitimacy to the Certifi cation April 30-May 6 tant, no matter the size or perceived value to the Program of the State of Texas, and the certifi cate of organization. How, you ask? Create the expecta- graduation means legislative recognition of the City click here to learn more tion that every detail, no matter how small, may be Secretaries and City Clerks’ professionalism. reviewed at any time. Positive reinforcement and praise should be used hand in hand with coaching Through the efforts of Representative Charles and discipline. The benefits are numerous and grow Evans of Hurst, who introduced and carried HB exponentially. Employees at all levels will be thor- TMCA News is published by: 2092 successfully through the legislature, and Texas Municipal Clerks Association, Inc. ough and strive toward performing their jobs with the constant and persistent help of the offi cers of University of North Texas, PO Box 305067, Denton, excellence, not out of fear, but because it is the right the Association, the Legislative Committee, and Texas 76203; Ph 940-565-3488; Fx 940-565-2012; thing to do. Problems are much less costly to solve Dorothy Byrd, the TEXAS MUNICIPAL CLERKS www.unt.edu/municlerks when they are caught early. CERTIFICATION PROGRAM has indeed come a long Vol. XVII, No. 1, March 2006 way since 1965, when it was the dream of a few Take a look around you for ways you can improve City Secretaries and City Clerks in Texas. This issue Co-Editors: Joyce Snay, TRMC; Alexandra Burke; and customer service. Your citizens and staff look to you, Peggy Burnside of the newsletter is headlining this achievement as a leader, as the highest standard. Are your cus- because of its importance, and because of the DEADLINE FOR PUBLICATION: tomer service skills up to the task? We will visit more history of the program. For those of you who MAY 1 FOR THE JUNE NEWSLETTER about this in my next newsletter article. are new to the profession (and many who are just nostalgic), the following is an outline to our Send articles to: Patrice Fogarty, TRMC TMCA, Inc., PO Box 305067, Denton, TX 76203; professionalism. 940-565-3488; FAX 940-565-2012; [email protected] 2006 TMCA, Inc., President CLICK TO READ THE ARTICLE TMCA NEWS # MARCH 2006 3 TMCCP Seminar TMCCP Seminar Municipal Debt Creation & Administration Media Relations & Communications April 6-7, 2006, Sheraton Grand DFW Hotel June 8-9, 2006, Holiday Inn Park Plaza, Lubbock Anyone may attend! Course 3 and Recertification Credit Anyone may attend! Course 1 or 2 and Recertifcation Credit Sheraton Grand, Hwy 114 & Esters Blvd, 4440 W. John Carpenter Fwy, Irving, Tx; 972-929-8400 Holiday Inn Park Plaza, 3201 South Loop 289, Lubbock, Texas; 806-797-3241 Director Monty Nitcholas, First Southwest Company, Jeff Crilley, Emmy® Award winning reporter, KDFW Fox Austin, serves as the expert consultant and speaker for the 4, Dallas-Fort Worth, and author of the book Free Publicity, TMCCP Municipal Finance Seminar, at the Sheraton Grand will conduct the two-day TMCCP June seminar in Lubbock. Hotel DFW, Irving. Additional experts from First Southwest In addition to the Emmy® Award, Mr. Crilley has been Company who will present sessions are: Garry Kimball, Dan recognized by his peers with dozens of national and regional Wegmiller, Jennifer Douglas, and Scott McIntrye. The semi- awards including the National Headliners Award, the Ed- nar includes current information on the following subjects: ward R. Murrow Award and the Thurgood Marshall Award. municipal debt financing; initiating a financing program; In 2004, Jeff was named the Best TV Reporter in the State, Monty Nitcholas process of issuing debt securities; role of the bond attorney; Jeff Crilley by the Texas Associated Press. Mr. Crilley has more than 20 and arbitrage rebate requirements after a successful debt years experience in television news and has made hundreds of issue. national news appearances including CNN, CNN Headline News, FOX News, The Discovery Channel, Good Morn- Director Nitcholas joined First Southwest Company ing America, and The CBS Early Show. He is a graduate of in 1981 and was appointed manager of the Austin Michigan State University office in 1989. Prior to his employment with First Southwest Company, he served 18 years in with a Bachelor’s Degree in municipal government as finance director for the Communications. cities of McKinney, Sherman, and Austin, and as county auditor for Collin county. Monty has served Mr. Crilley is planning activities as an instructor for the Texas Municipal Clerks to develop and practice effective, Certification Program since 1989. He is a graduate positive communication skills. of the University of North Texas, Denton. Mr. Improving your communication Nitcholas served as president of the Government skills in a friendly, no-stress Finance Officer of Texas in 1974 and on the Board atmosphere during the seminar will of Directors of the Texas Municipal League. He help you adopt positive, pro-active is a registered representative with the National approaches to your ordinary, day-to- Association of Securities Dealers. day office responsibilities. You will use these skills everyday to build Anyone may attend this seminar. The registration brochure was mailed to all Texas city secretaries teams with colleagues, work with and Texas finance directors in late February. The information and registration form are also available mayors and council persons, and for download from our website, www.unt.edu/municlerks, or phone the TMCCP office and we will interact with citizens.