This is the DPW Internal Newsletter.

1. MEET HECTOR GARCIA: TRAINER/TEACHER
Robert Bryant, Parking Services Administration
There are more than three hundred parking control
aids or ticket writers in the nation’s capital. They
patrol the streets of Washington D.C. in search
of multiple parking violations that include expired
meters, rush hour, and other infractions too
numerous to mention. But who is responsible for
training these public servants who arouses such
mixed feelings, emotions, and reactions in those who
park in the District of Columbia?
Enter one loyal, dedicated, and highly motivated
employee named Hector Garcia. The 32-year-
old native of El Salvador joined Parking Services
Administration in November 1996, five years after
immigrating to America. In the beginning, he combed
the streets, roads, and avenues in town writing
tickets with pride, diligence, and a strong work
ethic. Then in 2004, Mr. Garcia started working as an
assistant to Kentrell Jones, primary instructor for new
ticket writers.
Currently, Mr. Garcia is a full time trainer/instructor who is instrumental in
sharing parking enforcement rules and regulations with the newly hired.
Moreover, he teaches a Customer Service class to veteran employees. When
asked to mention his likes and dislikes, he responded, “Each job is what you
make it. If you like what you do, you do it well.” With 10 years of service, Mr.
Garcia enjoys his work and plans to make it a career. He added, “Parking
Services is a good organization to work for.”
Finally, Mr. Garcia is proud of his Hispanic heritage, a culture that places
heavy emphasis on “la familia” or the family. Sadly, he lost his wife in July,
just a few days after blessing him with a son, Hector Emmanuel. He said, “I
have a beautiful boy”. Where does he get the strength in times to carry on in
times of pain and sorrow? “I stay strong in faith”, he confided. A man of deep
religious conviction, he puts his faith in God and he finds comfort.
DC Department of Public Works Vol. 6, Number 6 October 2006
In This Issue
Employee Profile
Director’s Corner
Clearinghouse News
Fire Prevention Week
Energy Savers Tips
New and Notes
Mark Your Calendars
Thought Provoking
Hector Garcia

2. Director’s Corner
October 2 – 6, 2006 was National Customer Service Week. Customer
Service Week was started by the International Customer Service
Association in 1988. It has become a national event as proclaimed by the
U.S. Congress.
The purpose of Customer Service Week is to create a positive message
that lasts all year long and to provide a productive opportunity to generate
an even stronger commitment to customer service excellence. This
year’s theme is Bridging the Gap to Customer Service.
On October 3, the department hosted a luncheon for employees who
received commendation letters/emails from satisfied residents. The event
was held in the Reeves Center, 2nd floor community room. Recipients
received certificates of appreciation, and VISA gift cards ($50 or $100
depending on the number of letters they received).
I was very proud to present 88 employees with these certificates and gift
cards for jobs well done. Congratulations to those of you who were honored during this year’s celebration.
Recently, questions have come up about special customer service protocol for specific offices in DC Government (Office of the Mayor,
Councilmembers, Office of the City Administrator, CFO’s Office, Inspector General’s office, other DC Agencies Director’s offices,
etc.). DPW’s protocol and policy for handling incoming calls from all of our customers is to offer courteous customer service across
the board. You are required and expected to provide a professional, pleasant response accompanied with accurate information and
if a referral or transfer is necessary, request permission to do so before forwarding a call. Be patient with the customer; be very clear
about what you are telling the customer. Once you are satisfied that you have provided the best information possible, end the call
with “May I assist you in any other way today?” If they say no, wish them a good day and end the call. The person may ask to speak
to your supervisor, if so, get their information and let them know that you will have the supervisor return the call. Never argue with the
customer. Remember, customer service is a large part of what we do. All of our customers are important and all of them deserve no
less than superior customer service.
Director Howland presents a certification
to Ms. Jacqueline Brooks - SWEEP
Mr. John Hall, Ms. Ruthie Jackson and Ms.
Patricia Robinson - PSA
Ms. Debora Stewart, OITS, Ms. Adelene
Isaac and Ms. Lucille Vest, OAS
Ms. Jennifer Broome, Director’s Office and
Ms. Patricia Miller - OAS
Mr. Johnny Roach, Ms. Wanda Boyd, Ms.
Velma Hill, Ms. Betty Winchester and Mr.
Willie Partin - PSA
Ms. Deborah Daise and Mr. Preston Moore
- PSA

3. FIRE PREVENTION WEEK
Wanda Ellis, Emergency Preparedness Officer, Office of Risk Management
Fire Prevention week was October 8 through 14, 2006. This year’s theme is “Cooking Safety”. Did you know, according to
the National Fire Protection Association, cooking fires are the #1 cause of home fires and home fire injuries? I can attest to
this from personal experience. Several years ago, my mother was heating hot oil in a bread pan to cook some corn bread.
She used a dishtowel to take the pan out of the oven and somehow the hot grease sloshed all over her left hand. Her
piercing screams of pain alerted us and we ran to her aid. I knew to grab ice and wrap her hand in it before rushing her to
the hospital. My dad and sister stood helplessly by because they had no first aid training.
When we arrived at the Washington Hospital Center, they immediately took her into the burn unit because she had first-
degree burns that were very painful for her. Over the course of the next several weeks, she had to undergo debridement
(the removal of dead, damaged, or infected tissue) to improve the healing potential of the remaining healthy tissue. The
pain from this procedure was excruciating. The scars may not be as bad as they once were but she has suffered some
limited mobility of the hand because of the burns.
Many of us take cooking for granted but there are many perils to cooking. The electric range or stove carries a greater
incidence of injury than gas stoves. Oftentimes, people, even those who have had electric stoves for years, tend to forget
that the stove has been left on or that the eyes on the stove do not cool instantly after turning them off which can result in
accidental fires. A towel or mitt might be placed on top of the stove resulting in a fire. If the fire is left unattended, it can
quickly spread. A home fire can start so many ways from cooking. I imagine that most of you can remember when your
grandmother or mother use to keep hot grease in a can on top of the stove. Luckily, for most, a fire did not result. Have you
ever used a damp towel or hand mitt to remove food from an oven? I wonder how many burned fingertips was the result
of this action. What about cooking with long or hanging sleeves? You take your life in your own hands every time you lean
over a hot stove because clothing can quickly catch afire.
Take time to take stock of the behaviors you exhibit when cooking and perhaps now is the time to change and practice
cooking safety.
News and Notes
Congratulations to Mr. George Carr, Parking Services Administration! As of October 6, 2006, Mr. Carr has been
officially appointment as Parking Control Branch Manager.
Welcome aboard to Ingrid Jackson and Eugene Weatherford who both came from the Department of Human Services
and who both now work with the Human Capital Administration. Ms. Jackson, hired as Human Capital Administrator, began
on August 21 and Mr. Weatherford hired as a Substance Abuse Specialist began on September 18, 2006. They are both
located on the 6th floor in the Reeves Center.
It’s that time of year again: Healthcare Benefits Health Fairs are scheduled. To enroll, make changes or ask questions
about your healthcare benefits, please attend one of the health fairs listed below. The fairs run from November 13 to
December 11, 2006. Dates, times and locations are as follows and can also be found on the DPW website @ www.dpw.
dc.gov:
Wednesday, November 8, 10 a.m. – 3 p.m. Solid Waste Collection Trailer 2750 South Capitol St., SW
Thursday, November 9, 10 a.m. – 3 p.m. Bulk Collection Trailer 1403 W. Street, NE
Friday, November 15, 10 a.m. – 3 p.m. Administrative Offices 1725 15th Street, NE
Monday, November 20, 10 a.m. – 3 p.m. Reeves Municipal Center 2nd Floor Community Room 2000 14th Street, NW
For more information, please contact DPW Human Capital Administration at 202-671-2400.

4. KUDOS
Congratulations to Lottie Winters-Johnson, Human Capital Administration’s
Substance Abuse Program Manager and her staff successfully meeting all
requirements needed for the department to become a Drug and Alcohol
Testing Industry Association Accredited Collection Facility. This accreditation
is valid through June 1, 2007.
10/21 12th Annual Race for Mental Health
9 a.m. - Rock Creek Park, Fitzgerald Tennis Center
16th and Kennedy Street, NW
10/21 Domestic Violence Summit
10 a.m. - 3 p.m. - Patterson Elementary School
4399 South Capitol Terrace, SW 202-698-1454
10/27 “Moneywise” Consumer Information Fair
10 a.m. - 3 p.m. - One Judiciary Square
441 4th Street, NW, Old Council Chamber
10/28 Household Hazardous Waste and E-Cycling Collection
8 a.m. - 3 p.m. - Benning Road Trash Transfer Station
3200 Benning Road, NE
MARK YOUR CALENDAR!
Thought Provoking
“An admission of error is a sign of strength rather than a confession of
weakness”. Unknown
“Man is rich according to what he is, not according to what he has.”
Unknown
just For fun
Here are some real puzzlers for you. Decipher the hidden meaning of each
set of words.
1. Give Get 2. DO12”OR 3. Wire 4. Often 5. Belt
Give Get Just Not Hitting
Give Get Often
Give Get Not
Often
Answers:1.ForgiveandForget2.AfootintheDoor3.Justunder
thewire4.Moreoftenthannot5.Hittingbelowthebelt
The DPW Exchange
is a bi-monthly publication.
Director
William O. Howland, Jr.
Editor
Vera A. Jackson, Community
Relations Specialist
Contributing Writers:
Viola McIver, Safety & Risk
Management
Wanda Garnett, Fleet Management
Administration
Robert Bryant, Parking Services
Administration
Jeff Dickerson, Solid Waste
Management Administration
Venola Johnson, Human Capital
Administration
Deborah Stewart, Office of
Information Technology Services
Adeline Isaacs, Office of
Administrative Services
Your input is important. All
employees are encouraged
to submit ideas/comments to
vera.jackson@dc.gov.
The newsletter committee reserves
the right to edit all materials
submitted. Deadline for submitting
information for the December issue
is November 15.