international public management association for human ... 2006 program - full.pdfinternational...

International Public Management Association for Human Resources

Southern Region Conference

Marriott Hotel and Convention Center Chattanooga, Tennessee

April 30 - May 3, 2006

“Employees-R-US: Are We Making the Grade in Customer Service?”

Em ployees-R-Us: Are W e Making the

Grade in Custom er Service?”

IPMA Southern Region and Tennessee Chapter Annual Membership and Training Conference

Chattanooga Marriott & Convention Center Chattanooga, TN

April 30 – May 3, 2006 "Employees-R-US,

Are We Making the Grade in Customer Service?"

2006 IPMA Southern Region Conference

Saturday: April 29th 9:00am IPMA-SR BOARD

Sunday: April 30th 8:00am GOLF TOURNAMENT at Brown Acres 10:00am – 6:00pm REGISTRATION 12:00 noon – 5:00pm SOUTHERN REGION BOARD & COMMITTEE MEETINGS 4:00pm – 6:00pm TPMA BOARD OF DIRECTORS MEETING

Marriott Board Room 6:30pm – 8:30pm “LET’S FEED THE FISH”

President’s Reception TN Aquarium (Transportation provided by City of Chattanooga Electric Transit Authority)

9:00 pm-11:00 pm Hospitality Suite Open

Monday: May 1st 7:30am – 8:30am CONTINENTAL BREAKFAST 8:00am - 3:00pm REGISTRATION 8:30am - 9:45am OPENING CEREMONIES

Call to Order W. Gary Hall, 2005-2006 IPMA-SR President Presentation of Colors City of Chattanooga Firefighters Color Guard National Anthem Mount Canaan Baptist Church Praise Ensemble Welcome The Honorable Ron Littlefield, City of Chattanooga Mayor

Conference at a Glance






Monday: May 1st (Cont.) Introduction of Keynote Speaker W. Gary Hall, 2005-2006 IPMA-SR President General Announcements William Brown, 2005-2006

TPMA President & Conference Chair

9:45am - 10:00am BREAK

10:00am - 11:30am GENERAL SESSION ONE

Understanding the Generational Gap Who is the customer these days? Multi generational workplaces with varying expectations and work

attitudes…how do we serve them all and do we really know what they want?

Nancy Lewis, President, Progressive Tech, Inc.

Moderator: Betsy Cunningham, Blount County Government 11:30am – 12:45pm PAST PRESIDENTS AND AWARD LUNCHEON

W. Gary Hall, 2005-2006 IPMA-SR President, Presiding 1:00pm - 2:15pm CONCURRENT SESSIONS

Session A: America on the Move How do you market this service so your customers want it? How does this become a “I need

that” hot item in a predominately resistant and unresponsive market?

Dr. Michael Zemel, University of Tennessee

Moderator: Mindy Stooksbury, Maryville City Schools, Tennessee


KEYNOTE SPEAKER The Importance of Effective Communication – How to Treat Your

Employees Like Customers Instead of “Human Resources.” David Mohl, Willis






Monday: May 1st (Cont.)

Session B: Coaching Front-Line Supervisors We all know having great supervisors is the cornerstone of great customer service, but how do

we get the message from the classroom to the customer? Are they still fired up with the “vision” a week after the training?

Nancy Lewis, President, Progressive Tech, Inc.

Moderator: Peter Voss, City of Bartlett, TN

2:15pm – 2:30pm BREAK 2:30pm – 3:45pm CONCURRENT SESSIONS

Session A: Recruiting for Public Safety Positions Panel Discussion How to appeal to a diminishing customer base of candidates with character, ability and clean

record checks? What attracts the top quality candidates to your organization and not the department in the next jurisdiction?

Stephanie Appel, Kentucky Correctional System; Tonya Ransom, City of Chattanooga, TN; Joan

McCampbell, Federal Government Recruiter; and Rita Kayn, Fairfax County, VA

Moderator: Teresa Best, City of Maryville, TN

Session B: Employment Law Update: FMLA/ADA/Workers Comp Don’t let the courts conduct your customer satisfaction process for you. Be your own better

business bureau and do it right the first time

J. Hagood Tighe, Fisher Phillips LLP, Columbia, SC

Moderator: Vicki Burton, State of Tennessee 4:00pm – 5:30pm Tennessee Chapter Business Meeting 5:30pm – 6:15pm Hospitality Suite Open 6:30pm – 8:00pm “2007 Texas Host Chapter Reception”

Sample the Chattanooga cuisine (Dinner on your own)







Tuesday: May 2nd 7:30am – 8:30am CONTINENTAL BREAKFAST 8:30am – 9:45am GENERAL SESSION TWO

Engaging the Employee: A Case Study by Towers Perrin How do we inspire our employees to put in consistent extra effort to improve customer service, manage costs and meet other critical business objectives essential to improved performance?

Stuart Schettler and Charlie Watts, Towers Perrin

Moderator: Pearl Gibson, City of Memphis, TN

9:45am – 10:00am BREAK 10:00am – 11:15am CONCURRENT SESSIONS

Session A: Workplace Violence There are all kinds of sharks out there. Are we keeping our employees and ourselves safe in unsafe times?

Larry Bridgesmith, Waller, Landsen, Dortch & Davis (PLLC)

Moderator: Sherry Carpenter, City of Murfreesboro, TN

Session B: Strategic Marketing of HR as a Value Added Department

How to prove ourselves to the “bean counters”?

Bob Lavigna, CPS

Moderator: Cindy Taylor, Chesterfield County

11:30am - 1:00pm BUSINESS LUNCHEON

W. Gary Hall, 2005-2006 IPMA-SR President, Presiding







Tuesday: May 2nd (Cont.) 1:15pm - 2:30pm GENERAL SESSION THREE

HR Best Practices Panel Discussion

What are our peers doing to increase the value of HR both to our organizations and to our ultimate customers the citizens?

Dr. Vicki Hatfield, City of Knoxville, TN; Joye Lang, Columbia, S.C.; Donnie Simmons, Mecklenburg County,

NC.; and Lynda Von Bargen, Montgomery County Community College

Moderator: Janet Curry, City of Gatlinburg, TN 2:30pm - 2:45pm BREAK 2:45pm - 4:00pm GENERAL SESSION FOUR

Compensation plans: How to do them effectively Keeping your best human assets when you don’t have a lot of financial assets

Winston Tan, Cooperative Benefits & Financial Services, LCC

Moderator: Georgianne Reynolds, KY Department For Libraries & Archives

4:00pm – 6:00pm Hospitality Suite Open 6:30pm – 9:30 pm DINNER AND ENTERTAINMENT CRUISE

Southern Belle Riverboat (transportation provided)

10:00pm – Midnight Hospitality Suite Open







Wednesday: May 3rd 8:00am - 9:00am BREAKFAST BUFFET 9:00am - 11:00am GENERAL SESSION FIVE

CURRENT LEGAL ISSUES Stacie Carraway J.D., Miller & Martin PLLC

IPMA Legislative ISSUES

Tina Ott-Chippata, J.D., IPMA

Impact of current Federal court decisions and HR-related legislation that we as HR professionals must be on an informed basis as we deal with our customers

Moderator: Gary Hall, IPMA-SR President

11:00am – 11:30 DOOR PRIZES AND GRAND PRIZE DRAWING

PRESIDENT’S CLOSING REMARKS

12:00pm - 1:00pm TRANSITION MEETING

HAVE A SAFE TRIP HOME!!!



Hotel Information The Chattanooga Marriott at the Convention Center is located in the heart of downtown, convenient to offices, interstates, attractions, dining and nightlife. Wireless high-speed internet access is available in all guest rooms and meeting space. Combined with the Chattanooga Convention Center, a total of 305,712 square feet of meeting, exhibit and banquet space is available! The hotel features 341 guestrooms, concierge level, two suites, indoor/outdoor pools, and a fitness center. Take the free electric shuttle to the Tennessee Aquarium, Southern Belle Riverboat, IMAX 3-D Theatre, Creative Discovery Museum and many more attractions. Whether traveling on business or pleasure, let the Chattanooga Marriott show you the true meaning of Southern Hospitality! Conference Hotel Rate $84.00 plus tax, Single/Double/Triple/Quad Occupancy. There is a daily parking fee of $8. For Reservations: 1-800-228-9290 (Toll Free) Be sure to refer to the IPMA-SR Conference –May 2006 www.marriott.com/chadt (Use Group Code MANMANA for discount.) To ensure you get the Conference room rate, YOU MUST REGISTER BY April 7, 2006. The Conference rate is only good until the room block is filled, so register early. Driving Directions (from Chattanooga Area) to Chattanooga Marriott at the Convention Center From South: (I-75 North) Driving Directions: From Interstate 75 N to 24 W to 27N. Exit 1-A onto M L King Blvd. At 1st traffic light turn right on Carter St. the hotel is 2 blocks on the left. From North: (I-75 South) Driving Directions: From Interstate 75 South to 24 W to 27N. Exit 1-A onto M L King Blvd. At 1st traffic light turn right on Carter St. the hotel is 2 blocks on the left.

From Nashville Driving Directions: Take 40 West to 24 East to Chattanooga, take 27 north to downtown, exit 1-A MLK Blvd turn right, at 1st traffic light turn right onto Carter St. hotel is 2 blocks on the left.

Chattanooga Marriott at the Convention Center Two Carter Plaza Chattanooga, Tennessee 37402 (1-423-756-0002)


IPMA Golf Tournament (Scramble)

April 30, 2006 Brown Acres Golf Course Cost: $50.00 per player (Includes breakfast) Start Time: 8:00 A.M.

Located just off I-75, minutes from Hamilton Place Mall, this course is popular with locals and tourists alike. It features a challenging 18-hole course and a new driving range. The newly constructed clubhouse provides a full-service snack bar and pro shop. This long course is wide open, yet it offers enough variety of terrain to challenge any level of golfer.

Transportation, if needed, will be furnished to the course which is within 10 minutes driving time from the hotel. You may bring your own four person team or be paired with someone. The players do not need to be registered for the conference. Prizes and trophies will be awarded.

Directions: From I-75, exit at the East Brainerd Road West exit. (Coming from Nashville exit right onto the off ramp and follow it as it merges with E. Brainerd Rd. West. Coming from Knoxville, follow the off ramp until it intersects with the access road. Turn left on the access road and then right onto E. Brainerd Rd. West.) Turn left on Osborne. The golf course is on the left. Directions from Marriott: Turn right onto Carter heading North and left onto Martin Luther King (West) Turn right onto US-27. Stay left onto Interstate 24. Exit at 184 onto S Terrace Rd towards Moore Rd. Turn left (North) onto S Moore Rd. Turn right (East) onto US-11 [US-64]. Turn right (East) onto SR-320 [E Brainerd Rd]. Turn right

(South) onto Bass Rd. Turn right to stay on Bass Rd. The golf course is on the right.

Registration Deadline: April 15, 2006

Name: Address: City, State and Zip: Telephone: Organization: Golf Handicap: Email Address:

Return this form with your registration form or send to: Jim D. Henderson City of Lebanon 200 Castle Heights Ave. N. Lebanon, TN 37087 615-443-2809 [email protected]


CONFERENCE REGISTRATION FORM 2006 IPMA Southern Region Conference April 30 – May 3, 2006 Chattanooga, Tennessee

Name Title

Name for Badge Agency

Office Address

City/State Zip + 4

E-mail Address IPMA-HR Member? Yes No

Phone ( ) Fax ( )

Guest(s) Name If you or a guest requires any special accommodations – including special dietary restrictions, please describe below: _____________________________________________________________________________________________ Check all that apply: __IPMA National Officer or Staff __Current Chapter or Section President __IPMA-CP __Past National President __Past Chapter or Section President __IPMA-CS __Southern Region Governing Board __Past Southern Region President Conference Registration Fees Full Conference Registration Amount Received before March 30, 2006 $225 $_______ Received on or after March 30, 2006 $275 $_______ Daily Conference Registration (Does not include evening social activities) Monday – includes lunch $100 $_______ Tuesday – includes lunch $100 $_______ Wednesday – includes breakfast $ 50 $_______ Guest Tickets (All Social/Dining Activities) $185 $_______ Individual Tickets for Social Events Sunday (Golf Tournament) $ 50 $_______ Sunday (Reception at the TN Aquarium) $ 30 $_______ Monday (Luncheon) $ 25 $_______ Monday (Reception) $ 30 $_______ Tuesday (Luncheon) $ 25 $_______ Tuesday (Dinner/Dance Southern Bell Riverboat Cruise) $ 30 $_______ Wednesday (Breakfast) $ 15 $_______

CONFERENCE TOTAL $_____ $_______ Make checks payable to: The University of TN - MTAS (TPMA Tax ID# 58-1938403) 120 Conference Center Building Knoxville, Tennessee 37996-4105 Method of Payment: (Mail credit card payment to: UTK, 120 Conference Center Bldg, Knoxville, TN 37996-4105) ❑Check enclosed in the amount of ______________________ ❑Credit Card payment: I authorize UTK/TPMA to charge $ _____________ to my ❑Visa ❑Master Card Card Number _________________________________________ Expiration Date ________________________ Cardholder’s Name ____________________________________ Signature _____________________________

Cancellations in writing will be received until April 9, 2006. Thereafter, cancellations are subject to a $75 cancellation fee. Substitutions are welcome. Richard Stokes, Registration Chair, Phone: 615/532-6827, e-mail address: [email protected]; William Brown, Chapter President and Conference Chair, Phone: 865-380-4753, E-Mail Address: [email protected]

***Notice*** On-line registration available at:

www.utk.mtas..edu (Mastercard or Visa or Invoices only)


Things to See and Do in Chattanooga

(Click on the picture for audio information)

Rock City will amaze you ... it's in our nature! Located atop Lookout Mountain, just 6 miles from downtown Chattanooga, Rock City is a true marvel of nature featuring massive ancient rock formations, gardens with over 400 native plant species, and breathtaking "See 7 States" panoramic views. Take an unforgettable journey along the Enchanted Trail where each step reveals natural beauty and wonders along the woodland path. Experience fairytale magic at Fairyland Caverns and Mother Goose Village. Gift shops and restaurant are on site. Splendid year-round! Each season there's a new reason to visit!

Lookout Mountain has spectacular views The thrill of riding "America's Most Amazing Mile" has delighted guests for more than a century. As the Incline climbs historic Lookout Mountain, Chattanooga's surrounding mountains and valleys come alive as the trolley-style railcars carry you cloud high. The breathtaking 72.7% grade of the track near the top gives the Incline the unique distinction of being the steepest passenger railway in the world.

Discover the charm of the St. Elmo Station. The free observation deck at the Lookout Mountain Station is the highest overlook on the mountain. Be sure to check out the Incline Centennial Exhibits. Depicting the history of one of Chattanooga's most unusual landmarks, the Centennial Exhibits feature rare photographs of today's Incline and points of interest on Lookout Mountain from the late 1800s to the present.

The Incline has something for everyone! Satisfy your sweet tooth at the Candy Connection and the super Snack Bar. Or, bring home novel souvenirs from the Gift Shops at both stations. Enjoy the Mile High Arcade on the Lookout Mountain station observation deck and hand-dipped confections from the Ice Cream Depot at the St. Elmo station. And while you are traveling on the Incline, you will pass another Incline car on the single track. At the halfway point of the track, the two Incline cars pass along side each other. The "switch" allows the two cars to travel on a single track system. During this portion of the trip you will have an opportunity to look at the other car up close.

The Lookout Mountain Incline Railway. Something for Everyone!

Shopping in Chattanooga

Throughout Chattanooga you'll find it all: modern malls to quaint old neighborhood shops; large factory outlets to boutiques; familiar nationwide stores to one-of-a-kind local merchants. You'll hope your pockets run as deep as the Tennessee River for this shopping experience!

If you already know the name of the mall, store, merchant, etc that you are looking for, click here. Antiques, Art Galleries, Department Stores, Factory Outlets, Flea Markets/Open-Air Markets, Home Needs: Appliances, Cabinets, Electronics, Floors, Furniture, Shopping Centers and Malls, Specialty Shops

What You Can See

• The steepest passenger railway in the world.

• Highest observation deck on Lookout Mountain.

• Centennial Exhibits

• Candy Connection shop, Snack Bar, Mile High Arcade, Gift Shops

Candy Connection at the Incline Railway


IPMA SOUTHERN REGION CONFERENCE

TRANSPORTATION INFORMATION

Getting Around

Airlines/Airport (http://www.chattairport.com/) - For a convenient, relaxed experience, choose Chattanooga Metropolitan Airport, the first-class destination of business and leisure travelers. Located within minutes of downtown Chattanooga, and an easy drive from anywhere in southeast Tennessee, north Georgia, and north Alabama.

Chattanooga Metropolitan Airport offers all the services and amenities you expect without the stress of expansive terminals, long delays, and huge crowds. With our growing schedule of flights connecting to seven major airports including Atlanta, Charlotte, Chicago, Cincinnati, Memphis, Washington DC, and beginning October 1, Houston, you have access to domestic and international destinations throughout the world.

So save something you can't replace...Time. Fly Chattanooga!

Downtown Shuttles (http://www.carta-bus.org/) – Free downtown shuttle

Maps

Rental Cars –Enterprise Rent-A-Car (http://www.enterprise.com)- Enterprise Rent-A-Car is the largest rental

car company in North America. With offices within 15 miles of 90% of the population, chances are there’s an office near you. Take advantage of Enterprise’s award winning service at 11 Chattanooga area locations, including an on-site location at the Chattanooga Metropolitan Airport and an office in downtown Chattanooga. To find the location that best suits your needs or to be connected to the office nearest you just call 1-800-Rent-A-Car.

Taxicabs/Limousine Services – Millennium Taxi Service (http://www.yourquicktaxi.com/) - Millennium is a private hire company available to you when you require transportation to the airport, hotel, a business meeting, tour or another engagement looks no further.... Millennium offers the fastest and safest passenger service in Chattanooga! Millennium will transport you to your destination safely and in a relaxed comfortable environment. Give yourself one less thing to worry about while travelling. Our team of professional drivers will ensure your transportation runs smoothly.

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