Gloucester County, Virginia's quality assurance audio recording policy.

1. Gloucester County
Administrative Policy
Gloucester, Virginia
Section: 720 Page: 1 of 4
Supersedes: N/A Effective Date: July 1, 2017
Title: Quality Assurance Audio Recording Policy Authorized By: County Administrator
Quality Assurance Audio Recording Policy
720.1 Objective
The objective of this policy is to encourage staff and patrons to act as if they are being
recorded, establish which Gloucester County employees are permitted to capture audio
recordings, under what circumstances, and with what procedural requirements, as well as
to provide guidance on how County staff should respond if/when they are asked about
audio recording. Often, when people are being recorded, they are on their best behavior,
they are more accountable and take responsibility for what is said, and they tend to engage
in more civil and respectful dialogue / interaction. These behaviors, when embraced by
both staff and patrons, help assure the quality of the County’s services to patrons.
720.2 Purpose of Policy
The purposes of the policy are to:
 Help assure quality of service to patrons so that they are pleased to engage with the
County government and speak highly of the service quality they experience
 Help assure consistency of service to patrons, so that they don’t feel like they are
being singled out or otherwise treated differently than others in similar situations
 Encourage more civil and respectful dialogue among and between County staff and
patrons
 Encourage County staff and patrons to communicate with honor, integrity and best
intentions at heart
 Promote accountability among County staff and patrons, and encourage each to take
responsibility for what is said
 Reduce s/he said – s/he said disagreements that are difficult to adjudicate absent a
recording of events
 Reduce the number of patron concerns and issues associated with service quality
and/or consistency
720.3 Regulations and Procedures
No Gloucester County employee shall use an audio recording device in performance of
their job duties except as required to:
 Create phone, voicemail and/or auto-attendant messages (incoming and outgoing as
needed)
 Support the generation of meeting minutes during meetings of boards, commissions,
committees, and other similar groups established and/or authorized by the Board of
Supervisors or the County Administrator
 Support internal investigation interview processes conducted by the Gloucester
County Human Resources Department (applies to Human Resources personnel only)
Page 59

2. Gloucester County
Administrative Policy
Gloucester, Virginia
Section: 720 Page: 2 of 4
Supersedes: N/A Effective Date: July 1, 2017
Title: Quality Assurance Audio Recording Policy Authorized By: County Administrator
All Gloucester County employees who use an audio recording device in performance of
their job duties (as permitted by this policy) shall:
 Retain audio recordings under the retention guidelines as noted in section 720.4.
 Understand that audio recordings are public records subject to the Freedom of
Information Act (FOIA) and may be subject to disclosure (when they exist) in
accordance with the County’s FOIA Policy.
 Upon request, provide a copy of this policy to anyone who requests it, or otherwise
direct the requestor to the physical location or web address where the policy may be
reviewed by the requestor.
 Understand that using audio recording devices for purposes other than those
permitted in this policy is expressly prohibited.
 Comply with all applicable laws and regulations.
All Gloucester County employees shall wear a specially designed official County
identification badge or official County identification badge with extension that states, “For
quality assurance purposes, this conversation may be recorded”, unless an exemption is
approved by the County Administrator. The badge should be worn at chest level.
All County department main telephone lines that are initially answered by an automated
attendant message (excluding voicemail boxes) shall include the statement “This call may
be recorded for quality assurance purposes” appended to the end of the automated
greeting, unless an exemption is approved by the County Administrator.
Notwithstanding the foregoing, for the purposes of review for quality assurance, the
County Administrator shall at least annually, without any further notice to the parties being
recorded than the notice prescribed in this and the prior two paragraphs, record or cause
to be recorded:
 At least two hours of audio in which telephone calls received by the County that are
initially answered by an automated attendant message that includes the statement
“This call may be recorded for quality assurance purposes” are captured
 At least two hours of audio in a customer service environment where the Gloucester
County employee(s) are wearing specially designed official County identification
badge(s) or official County identification badge(s) with extension(s) that states, “For
quality assurance purposes this conversation may be recorded”
If asked by a patron whether or not an audio recording is being captured by the County,
all Gloucester County employees shall answer honestly to the best of their knowledge.
720.4 FOIA Compliance, Retention and Disposition/Destruction
Page 60

3. Gloucester County
Administrative Policy
Gloucester, Virginia
Section: 720 Page: 3 of 4
Supersedes: N/A Effective Date: July 1, 2017
Title: Quality Assurance Audio Recording Policy Authorized By: County Administrator
Audio recordings are considered public records and are subject to Freedom of Information
Act (FOIA) requirements and the Library of Virginia’s Records Retention and Disposition
Schedules.
All audio recordings permitted by and created in accordance with this policy shall be
retained for at least one week, or otherwise as long as such recordings are deemed
administratively useful, unless a longer period of time is specified by the County
Administrator, Deputy County Administrator, County Attorney, or by applicable law or
regulation.
Destruction of audio recordings shall be accomplished in accordance with the Library of
Virginia’s regulations.
720.5 Scope and Liability
This policy applies to the County Administrator and all County staff not serving as or under
a Constitutional Officer, the County Attorney, the Registrar, or the Director of Social
Services.
This policy does not apply to the use of audio and/or video monitoring and/or recording
systems permanently installed at a County facility for the purposes of security monitoring.
This policy does not apply to the use of audio and/or video monitoring and/or recording
systems used in the production of media (or other) content intended specifically for
broadcast in the public forum.
This policy does not apply to the use of body worn camera or “bodycam” audio and/or
video monitoring and/or recording systems.
Nothing in this policy shall give rise to any liability on behalf of the County, its officers,
employees, and agents to any person, entity, or third party.
720.6 Review of the Quality Assurance Audio Recording Policy
Department Directors who oversee employees who are permitted to use audio recording
devices in accordance with this policy are responsible for the implementation of the policy
with their staff to ensure compliance.
720.6 Policy Compliance
Failure of Department Directors and their staff to comply with the requirements of this
policy will be reviewed on a case by case basis as part of the County’s disciplinary
process.
Page 61

4. Gloucester County
Administrative Policy
Gloucester, Virginia
Section: 720 Page: 4 of 4
Supersedes: N/A Effective Date: July 1, 2017
Title: Quality Assurance Audio Recording Policy Authorized By: County Administrator
720.7 Availability of the Quality Assurance Audio Recording Policy
A copy of this policy is available for review on the County’s website, in the County
Administrator’s Office, and/or in any County department upon request during normal
business hours. Department directors are responsible for distributing this policy to their
employees and for their employees’ adherence to the policy, process and procedures.
Page 62

5. Gloucester County
Administrative Policy
Gloucester, Virginia
____________________________________________________________________________
Section: 730 Page: 1 of 3
Supersedes: N/A Effective Date: July 1, 2017
Title: Civility Policy Authorized By: County Administrator
______________________________________________________________________
Civility Policy
730.1 Definition
Civility is defined as polite and well-mannered conduct and behavior synonymous with courtesy,
consideration, tolerance and the demonstration of the respect for others and opinions, especially
when there is a difference of opinion or disagreement.
730.2 Purpose
This policy is intended to support communications, interactions and exchanges among employees
and citizens that model respectful and civil behaviors at all times. Inappropriate, volatile, hostile
and/or aggressive communications, behaviors and actions from employees and citizens are
unacceptable and may result in direct or immediate actions. It is not the intent of this policy to
deprive any person of his or her right to freedom of expression, but to convey expectations and an
understanding of acceptable (civil) and unacceptable (uncivil) behavior in communications,
interactions and exchanges among employees and citizens.
730.3 Expectations
Regular communications, interactions and exchanges among employees and citizens are not only
expected in the public domain, but are encouraged and desired in a participatory democracy. To
that end, civil dialogue, behavior and interactions are to be expected by all parties at all times.
Communications among and between employees and citizens should be characterized by:
 courtesy, consideration and respect;
 active listening to facilitate effective communication;
 sharing of accurate and factual information;
 openness and responsiveness to input and feedback; and
 prompt and timely responses to all inquiries and requests
Disruptive and inappropriate (uncivil) behaviors may be characterized, but not limited to:
 use of loud, rude, offensive, and demeaning language;
 yelling, swearing, cursing, irrational behavior, or display of anger;
 verbal, physical, or written threats to do bodily or physical harm to any person
at any time;
 aggressive actions or behaviors that are intimidating or threatening to the other
person;
Page 63

6. Gloucester County
Administrative Policy
Gloucester, Virginia
____________________________________________________________________________
Section: 730 Page: 2 of 3
Supersedes: N/A Effective Date: July 1, 2017
Title: Civility Policy Authorized By: County Administrator
______________________________________________________________________
 disparaging, belittling or derogatory comments directed at an individual or group;
and
 any behaviors that are disruptive and interfere with, or threaten, regular operations
730.4 Process for Addressing Uncivil Conduct
In circumstances where an employee or citizen determines they are being subjected to uncivil
conduct, the individual is encouraged to state their discomfort with the interaction to the person
involved and cite this policy. Individuals who perceive that they have been treated in an uncivil
manner will be urged to resolve their concerns through simple, direct or assisted communication
with the person(s) at the source of the concern.
In the event the threatening and inappropriate behavior continues, the individual should notify the
other person that they are ending the conversation or interaction and remove themselves from the
situation (e.g. end a phone call or walk away). In any event where the threat of immediate physical
harm is perceived, direct contact with 9-1-1 (law enforcement) should be made.
If a conflict/issue is not resolved or addressed in a satisfactory manner, the individual should notify
the direct supervisor of the department, or in the event the offending party is a county director, the
Deputy County Administrator or County Administrator should be notified.
730.5 Reporting and Documentation
Direct supervisors will notify their immediate department directors of the incident. Depending on
the seriousness of the incident, the department director will report the incident to the Deputy
County Administrator or County Administrator. Further needed actions to address and/or resolve
the uncivil behavior will be determined at the administrative level.
730.6 Scope and Liability
This policy applies to all employees of Gloucester County and is intended to address employee to
citizen and employee to employee interactions.
Nothing in this policy shall give rise to any liability on behalf of the County, its officers, employees,
and agents to any person, entity, or third party.
730.7 Availability, Distribution and Adherence
A copy of this policy shall be available for review on the County’s website, in the County
Administrator’s Office, and/or in any County department upon request during normal business
Page 64

7. Gloucester County
Administrative Policy
Gloucester, Virginia
____________________________________________________________________________
Section: 730 Page: 3 of 3
Supersedes: N/A Effective Date: July 1, 2017
Title: Civility Policy Authorized By: County Administrator
______________________________________________________________________
hours. Department directors are responsible for distributing this policy to their employees and
for employees’ adherence to the policy, process and procedures.
Page 65