Events

  • 8

    Jun

    DMV: Parking & Toll Curriculum

    Presented by: Kelly Walton and Maribel Fuentes, DMV Liaison Officers Thu, Jun 8 9:00 AM - 4:00 PM
    California State University Los Angeles 5151 State University Drive Los Angeles, CA 90032 (Golden Eagle Ballroom)

    This workshop is ideal for:

    Police Officers

    Police Dispatchers

    Police Records Staff and Supervisors

    Parking Officers

    First Level Hearing Officers

    Parking Adjudication Staff

     

    Topics Include:

     

    • Finding Registered Owner by License Plate, Recognizing DMV Codes on Print-Outs
    • Disabled Placard Enforcement Practices Including Legislative Updates
    • Understanding Occupational Licensing, Transfer of Ownership, Dealer Plates
    • California Law Enforcement Communication System (CLETS)

    Parking:

    Check-In at booth in Lot 4

  • 20

    Jun

    California DMV How To Read a Vehicle Registration Printout Training

    Presented by: Kelly Walton and Maribel Fuentes, DMV Liasons Tue, Jun 20 9:00 AM - 4:00 PM
    California State University, Sacramento 7667 Folsom Blvd Sacramento, CA 95826 Folsom Hall, Room 1050

    Who Should Attend:
    Police Officers

    Parking Officers

    Parking Office Staff

    Dispatchers

    Records Managers

    Topics Include:


    •Learn to read DMV VR print outs

    •Understand DMV rules/regulations/procedures

    •Review of Disabled Parking Enforcement,current Practices,legal & legislative updates

    This course is taught by representatives from the DMV Justice and Government Liaison Branch

     
    Continental Breakfast and Lunch will be Provided

  • 26

    Jun

    Customer Service

    Presented by: Cindy Campbell, Sr. Training & Development Specialist International Parking Institute Mon, Jun 26 8:30 AM - 12:30 PM
    Pasadena City Hall 100 N Garfield Ave Pasadena, CA 91101

    This course provides attendees with basic concepts related to the delivery of Customer Service. Topics include the dimensions of customer service, customer acknowledgment, effective communication methods, and techniques that can be used when interacting with difficult customers. This is an introductory-level course designed for all personnel.   

    Learning Objectives for Customer Service: In this course, attendees will learn how to: 

    * Review statistics on how customer service word of mouth and social media reports spread and what that means for your organization and returning customers. * Explore how to handle difficult and angry customers in a positive manner, including the importance of nonverbal behaviors. 

    * Identify the three dimensions of customer service. 
    * Illustrate how the “Model of Communication” can contribute to a positive customer interaction. 
    * Recognize the benefits of active listening including how to restate, summarize, divide, and clarify the customer’s words to facilitate problem solving. 
    * Use acknowledgement and positive interactions to deliver good customer service. 

    Session participants receive instruction and practice useful tools intended to help create an opportunity for improved communication, understanding, and compliance when dealing with difficult customers. 

     

    Refreshments Will Be Provided

    Any questions please contact:

    Jon Hamblen at jhamblen@cityofpasadena.net

    Hurry – limited seating!


  • 26

    Jun

    Tactical Communication Training 101

    Cindy Campbell, Sr. Training & Development Specialist International Parking Institute Mon, Jun 26 1:30 PM - 4:30 PM
    Pasadena City Hall 100 N Garfield Ave Pasadena, CA 91101

    This interactive course is the first of two sessions intended to help participants defuse and de-escalate conflict. The course is designed to provide front-line customer service personnel with tools and options to calmly and effectively address aggressive behaviors and challenging situations encountered during the course of performing their duties.  
     
    Learning Objectives:  
    *Understand the fundamental characteristics of professionalism 
    *Reduce customer complaints through effective communication 
    *Demonstrate active listening skills to better understand the customer  
    *Recognize potential stress inducing behaviors at work  
    *Strengthen your professional credibility 
     
    Session participants receive instruction and practice useful tools intended to help create an opportunity for improved communication, understanding, and compliance when dealing with difficult customers.  
    Refreshments Will Be Provided 

    Any questions please contact:
     
    Hurry – limited seating!

  • 12

    Jul

    Hearing Officer Training

    Presented by: Steve Bowman, Attorney at Law Wed, Jul 12 8:00 AM - 5:00 PM
    Pasadena City Hall 100 N. Garfield Avenue Pasadena, CA 91101

    Learn how to conduct Level 2 Administrative Hearings and render effective decisions when reviewing parking citation appeals.


    Attendees of this 8-hour training program will be taken through the citation appeal and Hearing process. In-depth discussion covering Hearing Officer procedures and class participation in Hearing scenarios will be included. Attendees will receive a written Hearing Examiner manual.

    Topics Include:
    1. Overview of the Contesting Program
    2. Initial Review Process and Procedure
    3. Setting up the Hearing
    4. Fines and Exceptions
    5. Meeting Agency Requirements
    6. Review of a model Hearing Manual
    7. Application of Applicable Vehicle Code Sections
    8. Completion of 8 hours of training 40215 C.V.C.

     

    Continental Breakfast and Lunch is Provided

  • 26

    Jul

    Hearing Officer Training

    Presented by: Steve Bowman, Attorney at Law Wed, Jul 26 8:00 AM - 5:00 PM
    California State University, Sacramento 7667 Folsom Blvd Sacramento, CA 95826 Folsom Hall, Room 1049

    Learn how to conduct Level 2 Administrative Hearings and render effective decisions when reviewing parking citation appeals.


    Attendees of this 8-hour training program will be taken through the citation appeal and Hearing process. In-depth discussion covering Hearing Officer procedures and class participation in Hearing scenarios will be included. Attendees will receive a written Hearing Examiner manual.

    Topics Include:
    1. Overview of the Contesting Program
    2. Initial Review Process and Procedure
    3. Setting up the Hearing
    4. Fines and Exceptions
    5. Meeting Agency Requirements
    6. Review of a model Hearing Manual
    7. Application of Applicable Vehicle Code Sections
    8. Completion of 8 hours of training 40215 C.V.C.

     
    Continental Breakfast and Lunch is Provided

  • 27

    Jul

    Parking Industry Fundamentals for Frontline Staff

    Presented By: Cindy Campbell, Sr. Training & Development Specialist International Parking Institute Thu, Jul 27 9:00 AM - 4:00 PM
    California State University, Sacramento 7667 Folsom Blvd Sacramento, CA 95826 Folsom Hall, Room 1050

    This course provides an entry-level overview of the purpose, objectives and services of parking programs. Topics include current industry technologies, citation review, adjudication processes, and broader understanding of the role we play in our organizations. Basic customer service concepts will also be reviewed. 
     
    Session topics include:

    • Parking enforcement practices
    • Parking ordinances and regulations
    • Violation adjudication
    • Stakeholder expectations
    • Concepts of conflict resolution
    • Introduction to tactical communication
    • Stages of group development

     
    Learning Objectives for Parking Industry Fundamentals:  In this course, attendees will learn how to:
     

    • Examine a variety of programs and services offered across the parking industry 
    • Review new and approaching technologies and the service enhancements they  offer 
    • Discuss the California Vehicle Code and parking enforcement
    • Explore the various roles we play within our organization 
    • Analyze the “builders” and “barriers” that influence the delivery of good customer service  
    • Identify the dimensions of customer service
    • Recognize the influence we can have in successfully dealing with difficult customer conversations

     
    The Parking Fundamentals course is ideal for parking officers, parking supervisors, customer service employees and anyone who deals with parking-related issues while providing service.
     

    Note: Each session offers CAPP points for recertification or towards the requirement on the application.

    Continental Breakfast and Lunch will be Provided

  • 28

    Jul

    Tactical Communication Training 101

    Presented By: Cindy Campbell, Sr. Training & Development Specialist International Parking Institute Fri, Jul 28 9:00 AM - 12:00 PM
    California State University, Sacramento 7667 Folsom Blvd Sacramento, CA 95826 Folsom Hall, Room 1049

    This interactive course is the first of two sessions intended to help participants defuse and de-escalate conflict. The course is designed to provide front-line customer service personnel with tools and options to calmly and effectively address aggressive behaviors and challenging situations encountered during the course of performing their duties.
     
    Learning Objectives:

    • Understand the fundamental characteristics of professionalism
    • Reduce customer complaints through effective communication
    • Demonstrate active listening skills to better understand the customer
    • Recognize potential stress inducing behaviors at work
    • Strengthen your professional credibility

     

    Session participants receive instruction and practice useful tools intended to help create an opportunity for improved communication, understanding, and compliance when dealing with difficult customers.

     Refreshments will be provided

  • 28

    Jul

    Tactical Communication Training 201

    Presented By: Cindy Campbell, Sr. Training & Development Specialist International Parking Institute Fri, Jul 28 1:00 PM - 4:00 PM
    California State University, Sacramento 7667 Folsom Blvd Sacramento, CA 95826 Folsom Hall, Room 1049

    Skills for Customer Service Professionals in the Parking & Transportation Industry-  Setting the tone through effective communication



    The second of two seminars designed to assist front line staff in the delivery of excellent customer service. Attendees learn techniques intended to assist them with communication challenges frequently encountered when dealing with customers.  This seminar is intended to assist staff in the delivery of quality customer service while navigating the complexities of difficult customer interactions. Information presented in the TC 201 course builds on the skills and techniques introduced in TC 101.
     
    Note:  For best outcomes, agencies are encouraged to include those staff members who have previously attended TC 101.  Previous attendance in TC 101, however, is not required.


    Participants receive additional tools and resources to assist them in evaluating the motivations and addressing the behaviors and demands of difficult customers.


    Course Topics & Discussions • Customer Service: Attitude vs. Aptitude • Rampant Rudeness • Mood Quotient & First Impressions • What Motivates People • Empathy vs. Sympathy • Body Language & The Signs of Deception • Learned & Situational Optimism • Increasing Competence & Performance 


     Refreshments will be provided