Kent County, DE Policy Manual
 
By using eCode360 you agree to be legally bound by the Terms of Use. If you do not agree to the Terms of Use, please do not use eCode360.
Table of Contents
Table of Contents
Kent County Code References
§ 68-11 — Attendance policy; hours of work.
§ 68-19 — General prohibitions.

§ 3-1 Work hours for deputies and chief deputies.

[Adopted 9-30-2003, effective 7-1-2003 (P-21E, Subsection 6)]
It shall be the responsibility of the appointing official, or designee, to determine the hours of work for deputies and chief deputies. Hours of work shall be coordinated between the appointing official and the deputy or chief deputy. Slotted deputies are expected to work the number of hours required to the get their work done consistent with the number of hours worked by other similarly responsible exempt employees.

§ 3-2 Flex time.

[Adopted 1-28-1997 (P-66); amended 1-17-2006]
This Policy establishes a flexible work schedule and flexible working hours program for County employees.
A. 
County offices must be sufficiently staffed at all times during regular office hours.
B. 
The use of a flexible schedule and/or flexing working hours during a particular workweek must be approved in advance by the respective department head.
C. 
Like the normal work schedule, all work performed before or after regular office hours must be productive and beneficial to the mission of the department.
D. 
Flexible or modified work schedules may be approved by department heads, if:
(1) 
The work schedule is established in writing and for a period no less than two consecutive workweeks;
(2) 
The work schedule eliminates the accrual of overtime by the participating employee; and
(3) 
The proposed work schedule is reviewed by the Personnel Director.
E. 
Flexible working hours may be approved or enforced by a department head or his/her designee, if:
(1) 
An employee has worked additional hours earlier in the week or day and the total number of hours worked for the week is not less than 40 (or 35 for thirty-five-week employees); and
(2) 
The flexed hours do not require an employee to work more than seven consecutive hours without a lunch break. (Employees are required to take a lunch break unless flexed under this provision.)
F. 
Flexible hours may not be used to offset full-day deductions from sick leave accruals.
G. 
Flexible schedules are subject at all times to revocation or alteration by the department head to meet staffing needs, to achieve performance initiatives, or failure by the participating employee to accrue necessary hours for flexing.

§ 3-3 Performance evaluations.

[Adopted 2-20-2007]
This Policy establishes provisions for the evaluation of employee performance: to provide introductory employment employees with timely reports of his/her progress and allow for correction of deficiencies; to provide all employees with positive recognition of strengths and special abilities and an opportunity to improve deficiencies; to provide an ongoing performance record which may become part of documentation used in taking personnel actions; to provide employees with an opportunity to discuss ways and means for improvement; and to cause current job descriptions to be formulated and/or maintained.
A. 
Format. Supervisors shall use a standard performance appraisal form issued by the Personnel Office. Annual training shall be provided by the Personnel Office for employees and supervisors on performance evaluation process and forms.
B. 
Probationary employees. Employees on introductory (probationary) employment status shall be evaluated at least at the midpoint of such status and two weeks prior to the end of the introductory employment period, at which time the employee shall be advised of his/her status (regular or terminated).
C. 
All personnel shall be evaluated at least once a year. All employees are evaluated on an annual basis prior to the new fiscal year with a due date determined by the Personnel Director. Department heads may choose to evaluate employees more often. Those employees receiving an "Effective" evaluation shall be eligible for an annual step increase, unless the employee is at the top of the range.
D. 
Procedures. Employees who regularly supervise one or more full-time employees are evaluated using a supervisory personnel form. All other employees are evaluated using the form designated for their type of work. Employees are encouraged to do a self-evaluation, in order to facilitate the open discussion process. Once the supervisor and the employee have completed the evaluation form, both parties shall meet to discuss the contents, discuss training needs, and establish performance goals for the upcoming year, and the supervisor's performance rating of the employee. In order to achieve an "Effective" (3.00) or higher on the performance evaluation, all goals must have been substantially met. A score of "Highly Effective" (4.00) or "Exceptional" (5.00) would only be granted to the degree performance exceeded documented expectations and timelines.
E. 
Performance improvement plan. Employees receiving a performance evaluation score less than "Effective" (3.00) overall will receive a performance improvement plan developed by the supervisor and reviewed with the employee. The supervisor shall establish specific tasks or behaviors required to improve performance with specified dates of accomplishment. Employees failing to meet the deadlines and receiving a subsequent less than effective evaluation may be terminated. If performance has improved and the employee achieves an "Effective" score, he/she shall receive a nonretroactive step increase.
F. 
Adjustments to ratings. An employee is required to sign the performance evaluation form as an acknowledgement that it was completed and that he/she is aware of its contents. The supervisor likewise signs the form. Completed evaluations and recommended adjustments are subject to review and approval by the department head, where applicable, and then the Personnel Director, whose determination shall be final. The department head and/or Personnel Director may change the recommended adjustment or return it for reconsideration due to budget considerations, evidence of rating error, bias, or other relevant factors. The employee and supervisor should make a copy of the evaluation for use in future evaluations. The original shall be kept in the employee's confidential personnel file.
G. 
Department heads. The performance of department heads appointed by the Levy Court shall be annually evaluated by the County Administrator using a format of his/her choosing. After discussing the evaluation with the individual department heads, the completed evaluations shall be reviewed with the Commissioners, and any desired revisions made thereto. An annual evaluation of the County Administrator's performance shall be conducted by the individual Levy Court Commissioners using a form or format approved by them, and the contents thereof reviewed in confidence with the President.
H. 
Appeals of ratings. Ratings may not be appealed or grieved, but employees may attach written comments to the evaluation form identifying those areas of dispute and providing supporting statements.
I. 
Employees with less than one year of service. Employees who will have more than three months but fewer than nine months of service by July 1 shall be evaluated and are eligible for a half-step (1%) pay increase. Employees with more than nine months of service shall be evaluated and eligible to receive the full step increase. Employees employed three months or less need not be evaluated and shall receive no step increase for the upcoming fiscal year.
J. 
The Personnel Director shall develop appropriate forms and any additional procedures necessary to effect the administration of this Policy.

§ 3-4 Customer service policy.

[Adopted 12-13-2011 (P11-04)]
This Policy establishes expectations for a high quality of service and assistance provided by County employees when interacting with external customers, co-workers, constituents, business owners, governmental officials, and other members of the public. This Policy is intended to list in clear, concise language the goals and objectives of each County employee with respect to customer service.
A. 
Excellence. County employees shall strive to go beyond the minimum required to provide the highest quality of customer service that regularly exceeds customer expectations. To monitor our progress, the County will actively seek feedback from our customers and will use this feedback as an aid in assessing our strengths and weaknesses, and for seeking continual improvement. Feedback will be solicited in a number of ways, including but not limited to direct contact, customer comment cards, written correspondence, and website customer satisfaction postings.
B. 
Accessibility. County employees shall be reasonably accessible for consultation and meetings with customers. Departments with regular public interaction shall have the front counter staffed at all times during normal business hours. Inquiries and requests for meetings with technical staff, division managers and department heads shall be arranged promptly and at the most immediate and mutually convenient time possible. It is expected that division managers and department heads shall make themselves available for consultation as soon as possible and in deference to the customer's preference.
C. 
Clarity and responsiveness. It shall be the responsibility of each employee to operate within the limits of his/her County job description and area of responsibility to provide clear, concise, and courteous responses to inquiries for assistance and/or requests for information. When inquiries are received that would best be responded to by another County employee or County department, the employee receiving the inquiry shall bear the responsibility of assuring that every effort has been taken to confirm that a person-to-person relay of the inquiry has been made.
(1) 
For inquiries, complaints and other requests that require research, analysis, site visits, inspections, or consultation, the employee handling the request shall be responsible for following up with the inquiring party to provide status reports and/or to communicate how that inquiry is being processed or resolved. There shall be no exception to this provision unless an inquiring party indicates that the party does not want to be contacted.
(2) 
In many situations, there may be alternative approaches to resolving an inquiry, problem, or complaint. In such situations it shall be the responsibility of the County employee to consider alternative approaches and to offer options and alternatives to the customer for his/her consideration. The goal of the County employee shall be to achieve and/or maintain compliance with all applicable laws, codes and ordinances while striving for the maximum level of satisfaction for all parties involved in the most expedient manner practicable.
D. 
Timeliness. All requests for assistance and/or information shall be processed and responded to promptly, with most routine inquiries being satisfied immediately or within 24 hours. Requests for information pursuant to Delaware Code Title 29, Chapter 100 (Freedom of Information Act), shall be processed in accordance with County Policy P08-05.[1]
[1]
Editor's Note: See Ch. 29, Community and Media Relations, § 29-3, Freedom of Information (FOIA) requests.
E. 
Commitment. It is the expressed policy of Kent County Levy Court that every County employee shall engage each customer with respect, service and assistance in a manner equal to or exceeding what the employee would expect if he/she were the customer.
F. 
County employees shall strive to maintain compliance with the provisions of this Policy at all times in their official capacities as County employees. Lapses in compliance with this Policy shall be considered deficiencies in performance and may be subject to disciplinary action as prescribed in Chapter 68, § 68-4, of the Kent County Code.