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County of Monroe
�y,4 ' �, "tr, BOARD OF COUNTY COMMISSIONERS
County �a� Mayor Michelle Coldiron,District 2
�1 `ll Mayor Pro Tem David Rice,District 4
-Ile Florida.Keys ���r�`� � Craig Cates,District 1
Eddie Martinez,District 3
w Mike Forster,District 5
County Commission Meeting
March 17, 2021
Agenda Item Number: I.2
Agenda Item Summary #7933
BULK ITEM: No DEPARTMENT: Building
TIME APPROXIMATE: STAFF CONTACT: Ed Koconis (305) 453-8727
N/A
AGENDA ITEM WORDING: Discussion of proposed plan for reopening permitting offices to
walk-in customers, eliminating drop off/pick up and mail in permitting, and maintaining
phone/email/zoom for plans examinations/other service questions/correspondence.
ITEM BACKGROUND:
Following Board discussion in January and February, 2021, staff have outlined a method to open
permitting to walk in customers, following Center of Disease Control (CDC) guidelines.
County permitting services have been operating on a drop-off and pick-up system since March 2020,
when the COVID-19 pandemic started. This has caused service issues because incomplete
applications have to be reviewed, then an email is issued if there are additionally needed items for
the application to be complete. In some cases, they are returned to customers. This issue, coupled
with layoffs of 3 resources in the Customer Service Staff have compounded delays for customers.
Questions/Discussions on permitting and other services the Building and Planning and
Environmental Resources Departments provide have been handled via phone, zoom, and email. This
has not been as much of an interruption in conducting business.
There is insufficient space in three of the four permitting offices to fully open to the public and
maintain 6' CDC guidelines. There is also an insufficient number of staff available to service both
in-person and continue the drop-off service. Three specific layoffs related to COVID-19 revenue
deficiencies, are already impacting the service delivery times. However the proposed reopening of in
person intake and issuance has been developed to work toward minimizing any delivery time delays
with in-person only services.
The proposed walk in customer service replicates, as closely as possible, the County's pre-COVID-
19 services which are focused on a first in (date and time), first processed application, with a few
differences that are planned to have the least negative impact on customers. The Department has
operated with fairness as a top priority in processing permit applications for decades.
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There are 4 offices that are intake centers for permit applications. Each location has different
physical constraints. The Key Largo office intake area is large. Marathon is small to medium. Stock
Island and Ocean Reef are very small. Ocean Reef is temporarily operating out of a trailer, while the
new building is being constructed.
Staff is proposing that in-person permitting services replace the drop-off/pick-up and mail in system
April 12, 2021, allowing staff to notify industry members and post signs outlining how
intake/issuance will work.
With best practices to comply with CDC recommendation (6' distancing) staff plans on:
Key Largo: Two CSRs at front counter 6' apart. Each will be able to do intake and issuance. There
will be one line for customers. They will wait 6' apart. Most waiting can likely be accommodated
indoors, based on the vast space in the entryway. No maximum number of permit applications per
person.
Marathon: Two CSRs at front counter 6' apart. Each will be able to do intake and issuance. The
space is small. There will be a sign indicating only 2 people at one time inside permit lobby. There
will be one line for customers. They will wait 6' apart. Waiting will likely occur indoors and
outdoors, based on past history of wait times. No maximum number of permit applications per
person. This will require moving a CSR from the front counter, where they sit now, while closed to
in person intake.
Ocean Reef: While in temporary trailer, drop off will continue. When the new building opens, one
CSR at front counter with customers 6' apart. Waiting will occur outside. No maximum number of
permit applications per person.
Stock Island: One CSR at front counter with customers 6' apart. Waiting will occur outside office
door in an indoor hallway. No maximum number of permit applications per person.
We do not have space at 3 of the 4 offices for in person meetings with plans examiners and
inspectors and we will continue to provide verbal opportunities via phone, email, and zoom.
PROS:
Pros would include a face-to-face situation, wherein applications are reviewed and incomplete
applications are not accepted, eliminating the backlog of permit applications "on hold" in office.
This backlog should diminish as we shift to this method; however, the services will still be slower
than when we had a full frontline staff. We would maintain a requirement for questions to be
answered by phone, email, or zoom, given the small intake/issuance area.
For those with complete applications a time savings will be realized. This eliminates wasted staff
time, by not having to prepare and send rejection notifications in these situations (which is currently
occurring with the drop off incomplete applications).
CONS:
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Cons could include:
Potentially long lines and waiting periods where the customers could be required to wait outside of
the buildings in order to follow six foot distancing guidelines until such (unknown)time as these
CDC guidelines are amended.
Waiting in line but not _getting serviced. While the initial plan is to assist all customers who arrive
prior to 3:00 PM each day as the was the practice pre-COVID-19, it is feasible that all customers
may not be able to be served if they arrive close to 3:00 PM and the number of customers in line
creates a situation that inhibits the ability of staff to complete daily tasks (banks reconciliation, ready
deposits, finalize files for distribution,private provider processes). Overtime payment could
alleviate this con.
Transition from drop-off/pick up to in person. There will be a backlog of dropped off permit
applications when we make the transition. In order to ensure that all documents submitted through
the drop-off system are processed and routed for review before those new documents through the in-
person system start, staff is proposing CSRs be offered overtime to work the weekend(April 10 and
11)to catch up as many permit entries as possible. Once in person intake starts, date/time order may
be disrupted until all backlogged drop off applications are processed.
Worst Case Scenario, staff could contract COVID-19 in a cluster,potentially closing one or more of
our intake/issuance offices. Although re-opening would create an elevated risk of COVID-19 spread
which could result in an office shutdown or partial shutdown, safety procedures including the 2020
installation of plexiglass barriers between the staff and customers, flooring markers to assist with
social distancing, and a zero tolerance policy toward anyone without a properly fitting facial
covering in all offices will reduce this risk to the lowest practicable level for a customer service
related office situation.
PREVIOUS RELEVANT BOCC ACTION:
January 2021 -BOCC discussion
February 2021 —BOCC discussion
CONTRACT/AGREEMENT CHANGES:
N/A
STAFF RECOMMENDATION: Staff would reopen permitting offices to walk-in customers and
cease drop-off and pick-up services upon direction on Monday, April 12, 2021 following notification
to the public.
DOCUMENTATION:
FINANCIAL IMPACT:
Effective Date: N/A
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Expiration Date: N/A
Total Dollar Value of Contract: N/A
Total Cost to County: N/A
Current Year Portion: N/A
Budgeted: N/A
Source of Funds: N/A
CPI: N/A
Indirect Costs: N/A
Estimated Ongoing Costs Not Included in above dollar amounts:
Revenue Producing: N/A If yes, amount:
Grant: N/A
County Match: N/A
Insurance Required: N/A
Additional Details:
N/A
REVIEWED BY:
Rick Griffin Completed 02/26/2021 2:34 PM
Assistant County Administrator Christine Hurley Completed
03/02/2021 1:15 PM
Paunece Scull Completed 03/02/2021 1:44 PM
Purchasing Completed 03/02/2021 1:53 PM
Budget and Finance Completed 03/02/2021 2:38 PM
Maria Slavik Completed 03/02/2021 3:10 PM
Liz Yongue Completed 03/02/2021 4:35 PM
Board of County Commissioners Pending 03/17/2021 9:00 AM
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