St. John leaders float idea of community liaison position
Published 12:14 am Wednesday, April 19, 2017
LAPLACE — In response to myriad of complaints since implementing a new billing procedure, St. John the Baptist Parish’s beleaguered water department recently hired what amounts to a customer service representative.
The position’s primary responsibility is to research and satisfy inquiries from local residents. Councilman Larry Snyder said during a recent Parish Council meeting that he is pleased with the effectiveness of the new system, as evidenced by fewer complaints to his office.
“I like the way they handled it and a lot of people who are coming over that I talked to compliment it,” Snyder said “So it was brought to my attention maybe we should look at (the parish) getting a customer service entity. I would like to see that.”
Parish President Natalie Robottom noted a similar position was created while she was working in Terrebonne Parish, with the position designated “community liaison.” She said the person’s job was to answer difficult calls, research the complaint and follow up with the customer.
“Her job was a problem solver,” Robottom said, adding her office has a job description from that position that could be used in creating something similar in St. John the Baptist Parish.
Councilwoman Julia Remondet said whoever would fill that position must be skillful in handling people and volatile issues.
“Not everyone can do it,” she said.
Councilman Larry Sorapuru Jr. said he has heard complaints from angry residents that they seem to get lost in a labyrinth being transferred from one department to another without satisfaction or resolution.
“They feel like no one cares,” he said. “We are here to give service to the community. If we are not giving the public the service they deserve, the black eye will be on us.”
— By Richard Meek