When you walk into Town Hall, you’re greeted by a space that’s sparkling clean and full of positive energy — and much of that is thanks to Juan Sanchez. For the past five years, Juan has been a proud member of Team Southlake, serving as our facilities technician and ensuring that every corner of the building shines while spreading kindness to everyone he meets.
His day begins outside, carefully checking and cleaning the building’s exterior to ensure everything is ready for visitors. Inside, he maintains spotless restrooms, restocks supplies, buffs the lobby floors, and cleans high-touch areas like handrails multiple times a day.
“I’m passionate about keeping the lobby floor polished and gleaming,” Juan shared. “I also enjoy helping visitors find their destination in the building.”
Juan’s exceptional work ethic and infectious positivity hasn’t gone unnoticed. He was recently honored with the Spirit of Southlake Award, which recognizes individuals who exemplify the core values of Team Southlake: integrity, innovation, accountability, commitment to excellence, and teamwork.
From his attention to detail to his cheerful demeanor, Juan Sanchez is a shining example of how one person can make a big difference. Next time you’re in City Hall, be sure to say hello—he’ll turn any day into a Happy Friday!
Watch Juan’s entire 2024 Spirit of Southlake Award video below:
At the heart of Southlake’s vibrant parks and programs is an incredible team of Community Services professionals who make it all happen. From managing lush open spaces to organizing summer camps, their mission is clear: making every moment in Southlake memorable.
What ensures this exceptional work continues year after year? It starts with building a world-class team, equipped and empowered to thrive. That’s where the Community Services Employee Onboarding Improvements project comes in!
Led by an innovative group of professionals, this initiative focused on creating a consistent, positive experience for every new hire. After gathering data and feedback, they streamlined the process to seamlessly integrate new team members into Team Southlake.
The result? A program that makes new hires feel valued, excited, and ready to contribute. From pre-arrival communication to regular check-ins, every step supports engagement, growth, and success. Now, managers are equipped with a 90-day checklist to ensure new hires receive the training and support they need.
In recognition of their dedication to continuous improvement, the Community Services Employee Onboarding Improvements Team was honored with the 2024 Employee Appreciation Award for Innovation. With this program in place, Southlake’s Community Services department is better than ever at setting the standard for excellence — ensuring Southlake remains a place of vibrant experiences for all.
Check out the team’s 2024 Employee Appreciation Award Video below:
After nearly three decades in public service, Public Works Director Rob Cohen is retiring. Coming to Southlake after a 20-year naval career, Cohen joined the Southlake team in 2016, bringing with him a wealth of knowledge and a quiet, steadfast leadership style to his role. His retirement marks a turning point not only for the city but for a career dedicated to serving others.
Cohen began his life of service after being commissioned in the Navy upon his college graduation. He went on to achieve the rank of Commander and hold roles within the Navy in public works, program, asset and facilities management and capital improvements.
As the City’s Public Works Director, he coupled his extensive experience with professional expertise as a professional engineer to helm a department that provides essential services to the community, leading the planning, engineering, construction, inspection, operation, and maintenance of our public infrastructure.
“One of Rob’s defining moments came during the infamous 2021 winter storm, a time when his team was called upon to provide critical support to the community in exceptionally challenging conditions," said City Manager Alison Ortowski. “Under his leadership, the Public Works Department rose to the occasion, showcasing both resilience and resourcefulness,” she added.
Cohen has also overseen significant improvement projects, such as the White Chapel roadway expansion and the construction of the new bridge on North White Chapel. These projects are not only vital infrastructure improvements but also symbols of his legacy, as they will serve our community for many years to come.
Cohen’s last day with the City is December 31.
For ten years, Youth Services Librarian Stacy Wells has been a driving force at the Southlake Public Library, championing resources, programs, and a welcoming environment for young readers. Through her innovative work, Stacy has elevated the library’s offerings, making it a trusted space for children and young adults to grow and discover the joy of reading.
“My responsibility is to support the youth in our community, from babies to teens,” Stacy shared. “Whether that’s through books, audiobooks, or programs like Summer Reading that foster a love for reading.”
Stacy’s service philosophy is rooted in the idea of meeting each child exactly where they are by recognizing their different experiences and abilities. Her commitment to constantly learning, adapting to the needs of the patrons, and thinking outside of the box are just some of the reasons she was awarded the 2024 Employee Appreciation Excellence Award.
A prime example of Stacy’s impact is her leadership in the annual Summer Reading Program, which brings energy and creativity to the library, making it the busiest and most exciting time for the youth department. Her dedication to continuous learning is evident in the programs she creates, which resonate with young readers and adapt to the evolving needs of the community.
“Although we often get jokes that librarians read all day, the reality is that to be a subject matter expert in my role, I must read voraciously – and on my own time at home,” Stacy said. “Similar to other roles, beyond the foundation that my degree offered, the real education is in the growth and learning that comes with experience over time.”
But Stacy doesn’t settle even amid successes – she strives for continued innovation and excellence, always pushing the envelope to elevate the customer experience, no matter how young the customer is. After the latest summer program, she revamped the children’s area, improving signage, reorganizing collections, and enhancing team training to create a more intuitive and engaging space for families.
As Stacy celebrates a decade with the City of Southlake, her impact is clear. Through her expertise, innovation, and commitment to youth, she has transformed the library into a vibrant, essential community hub. Ten years in, Stacy continues to inspire and innovate, ensuring the Southlake Public Library remains a place where curiosity flourishes and the next generation of readers feels right at home.
You can view Stacy’s full 2024 Employee Appreciation Award video below:
For over two and a half years, Dylan Duque has been a vital part of the City of Southlake, bringing energy, dedication, and a passion for community engagement to the Economic Development and Tourism (EDT) Team. Initially serving as the Festivals and Events Coordinator, and now as the Economic Development and Tourism Specialist, he has worn many hats in the department – each of them focusing on making Southlake a place you love to live.
"A typical day for me could involve working on social media or website content for Visit Southlake and Select Southlake, attending ribbon cuttings hosted by the Chamber of Commerce, and collaborating with local businesses," Dylan said. “Every day is different, and I’m always learning new things.”
But Dylan isn’t just focused on the logistics of economic development; he’s driven by the opportunity to connect with people to contribute to the success of Southlake in meaningful ways. For him, every day brings a new challenge and a new opportunity to help someone in the community.
“I’m passionate about having a positive impact on people’s lives—whether it’s being part of an event or meeting new business owners and residents. I want the person standing in front of me to know that I’m here to help,” he says.
His dedication and hard work have not gone unnoticed. Earlier this year, Dylan was honored with the Employee Appreciation Director’s Award for Administration, recognizing his outstanding contributions. This well-deserved award is just one marker of success for an eventful year. In 2024 alone, Dylan and the EDT team have worked on a range of exciting projects, including the Solar Eclipse event, the Open Rewards program to support local businesses during slower sales periods, and a revamped New Biz List that highlights incoming businesses to Southlake.
As Southlake continues to grow, Dylan’s commitment to community engagement and economic development will undoubtedly continue to leave a lasting mark. His hard work, enthusiasm, and dedication to making Southlake a great place for both residents and visitors have made him an invaluable asset to the City.
You can view Dylan’s full 2024 Employee Appreciation Director’s Award in Administration below:
To function at the level of excellence that the City of Southlake embodies, it requires highly skilled, hardworking, and compassionate individuals dedicated to collaborating and building a functional workplace. At the forefront of this mission is Erika McClure, our Human Resources Business Partner focusing on Talent Acquisition. As one of the key individuals behind connecting exceptional talent with our organization, she plays a vital role in our continued success.
Erika joined the City of Southlake in November 2018, initially working in Community Services before transitioning to Human Resources in February 2022. Her dedication and expertise have been instrumental in fostering a positive environment for both employees and prospective team members.
“In my role, I'm very fortunate to have the opportunity to work with every single department across the city,” McClure explained. “Departments seek out my help when they need it the most – when they're looking for the perfect candidate to join their team! I love being able to connect qualified candidates with the department and then seeing their growth as they join our organization.”
On a typical day, Erika reviews applications, conducts phone screenings, and coordinates interviews. Her commitment to ensuring a positive experience for candidates, both throughout the hiring process and after they join Team Southlake, has fostered a welcoming environment, allowing new employees the space they need to shine.
Recognizing the importance of employee retention, Erika recently launched the revamped orientation program "Getting to Know Southlake," which helps new employees gain valuable insights into the city’s culture and values. This initiative not only enhances the onboarding experience for new hires but also contributes significantly to employee satisfaction, which is crucial for building a strong, cohesive team.
Due to her outstanding work, Erika was honored with the 2024 Employee Appreciation Kristin Pitzinger Internal Customer Service Award. Her commitment to supporting both potential candidates and our departments makes her an invaluable member of our team, and we are grateful for her continued contributions to Team Southlake!
You can view her full award video below:
At the City of Southlake, we are proud to uphold a dedication to world class customer service that aligns with our core values of integrity, innovation, accountability, commitment to excellence, and teamwork. Customer Service Week serves as a reminder of why we aim to provide outstanding service to our residents and visitors alike.
Southlake is renowned for its world class customer service, with various departments consistently receiving positive feedback from our community. We believe that good customer service extends beyond our interactions with residents; it also encompasses the support and collaboration we provide to one another as city employees. By fostering a culture of internal customer service, we enhance our ability to serve the public effectively.
One way we prioritize customer satisfaction is by actively gathering input through various channels. Residents can easily share their thoughts and experiences via our customer service feedback form, the Southlake Serves Portal, our social media platforms, phone calls, and emails. By utilizing these avenues for communication, we continuously gather valuable insights that enhance our services and address any concerns. Your feedback is vital to our mission of fostering a thriving community that meets the needs and expectations of all Southlake residents.
Take a look at some feedback we've been getting lately!
Recently, a resident shared their appreciation for our library staff through our customer feedback form: “The library staff is awesome! I use the library often and always have a positive experience.”
Another resident praised a water utilities staff member's exceptional service: “Aloha was incredibly friendly, efficient, and helpful. Please let her know.”
Apart from our online portal, the City has also received positive feedback from applicants during City Council meetings. For instance, one applicant requesting a zoning change had the following to say: “I have to commend the staff in this whole transaction. They have been most accommodating, very helpful, and made it an absolutely smooth transition for us.”
In line with our focus on customer service, the City of Southlake proudly recognizes outstanding employees through the monthly Grow Awards. This award allows team members to nominate one another, fostering a culture of appreciation and collaboration.
Since October 1st, 200 awards have been presented, with the Community Services Department being the largest recipient. These awards underscore our employees’ unwavering dedication to meeting community needs, both externally to residents and internally among colleagues. Internal feedback is crucial as it not only enhances team morale but also drives improvements in our services, ensuring that we remain responsive and effective in our mission.
A recent example of this award in action is when a team member praised Valerie Snyder from our Police Department for her remarkable collaboration: “She routinely goes above and beyond to support the department and demonstrates incredible teamwork to help others accomplish goals and objectives. We are lucky to have her!”
As we kick off National Customer Service Week, let us celebrate our dedicated employees and their commitment to our community. We encourage residents to continue sharing their feedback and experiences, as it helps us grow and improve our services. Thank you for being a vital part of what makes Southlake an exceptional place to live, work, and play!
As the City’s first-ever Development Engineer, Sandy Endy has become a pivotal force in linking the Planning and Development, Building Inspections, and Public Works Departments. Her innovative approach and tireless work ethic have made her an invaluable asset to Southlake’s development efforts, earning her the 2024 Employee Appreciation Planning and Development Services Director’s Award.
Sandy joined the City four years ago, stepping into a role that had not existed before. Since then, she has meticulously navigated the complexities of her role and has established herself as an integral piece of the department. Her responsibilities include reviewing engineering plans for grading, utility, and paving to ensure compliance with city ordinances, while also addressing resident inquiries related to engineering.
“Sandy being the first development engineer for Southlake has truly blazed her own trail,” said Planning and Development Services Director Dennis Killough. “She has taken on some extremely difficult situations and handled each with great poise and confidence, finding workable solutions.”
Sandy’s unique role requires not just technical expertise but also exceptional interpersonal skills. Her ability to foster collaboration across various departments is crucial in maintaining the city’s reputation for excellence in urban planning. By effectively linking Planning, Building Inspections, and Public Works, Sandy ensures that each project is executed efficiently and adheres to Southlake’s rigorous standards.
“There are many things I love about my job,” Sandy explained. “I would say the biggest reason is the trust and respect I get from my supervisors and coworkers. I’m passionate about the fact that I get to work with great people and do something I enjoy every day.”
Her proactive approach extends beyond daily tasks. Recently, Sandy has been working on documenting standard operating procedures for her role, a step aimed at ensuring that her expertise is shared and that future team members can build upon the foundation she has laid.
“Sandy’s dedication to finding the right solutions rather than the easy ones, coupled with her follow-through, reflects her commitment to the city’s goals of integrity, excellence, and innovation,” Director Killough added. “We’ve found her indispensable in achieving our goals for high quality development.”
Sandy Endy’s work exemplifies how one individual’s commitment to teamwork and excellence can drive a city’s success. Her contributions have helped shape Southlake’s development in meaningful ways, ensuring that the city continues to grow while adhering to its high standards of quality and innovation.
You can watch Sandy’s full 2024 Employee Appreciation Planning and Development Services Director’s award video below:
Protecting a vital resource like water requires expertise and dedication, and the Southlake Water Team has proven to be up to the challenge every day. From the pipes under our streets to the creeks that flow through our parks, every drop is cared for by a group of experts who approach water conservation and management from every possible angle.
Ensuring reliable access to clean water is a true team effort. While the Southlake Water Team is on the streets maintaining infrastructure and repairing leaks to ensure a steady water supply to every home, the Environmental Services Division focuses on protecting the quality of the water reaching your tap and ensuring our natural environment is thriving.
Excellence in water is not just about daily maintenance, though. Our team is also ready to respond to whatever challenges come our way— unexpected weather events, new state or federal regulations, or any unforeseen crises. This team is constantly ready to do whatever is necessary to ensure our water remains top-notch.
A prime example of this adaptability is the City’s Lead and Copper Testing initiative. In response to updated EPA regulations requiring a city-wide inventory of water lines for lead presence, our team has been proactively and diligently gathering data to prepare for compliance. You can expect to see the results of this initiative in early Fall, and can learn more about this work at the City’s Lead and Copper Testing webpage.
Our commitment to excellence doesn’t stop with city-owned and managed land. We’re here to help you make a difference in your own home too! Tools like EyeOnWater and the WiseGuys program make it easy for you to conserve water and save money, all while contributing to our collective goal of protecting this natural resource.
The combination of all these dedicated efforts isn’t just about keeping you safe—it’s about making sure every drop of water you use is the best it can be. As reflected in our 2024 Water Quality Report, our comprehensive approach is not only meeting but exceeding standards. So as the Southlake Water Teams continue raising the bar for excellence, rest assured that every sip you take has been meticulously protected and designed for greatness – down to every last drop.
“Ms. Barb,” as she’s affectionately known, has been a stand out to both customers and colleagues, and that’s why the City of Southlake is spotlighting her as an Unsung Hero. Barbara's journey with the Champions Club Guest Services team began when Champions Club first opened its doors. From day one, she has been the epitome of dedication and enthusiasm.
"Barb is the first face our members see, and she never fails to offer a warm welcome and a genuine smile," notes Champions Club Operations Manager Amy Bennett. "Barb's constant and steady presence, combined with her extensive knowledge and genuine care, make her an indispensable part of our team," she added.
Barbara's work ethic is nothing short of extraordinary. No task is too small or mundane for her; she approaches each one with the same level of seriousness and care. Whether wiping down surfaces to ensure cleanliness or meticulously checking capacity levels for safety, Barbara's attention to detail is unmatched. She is a beacon of encouragement and leadership for her team.
Barbara's bright personality adds a unique charm to her workplace. Known for dressing up for holidays and sporting the coolest patterned socks, she brings a sense of fun and joy to the team. She makes it a point to connect with everyone, whether it's asking about their children, hobbies, or the latest book they read. Her genuine interest in those around her creates a welcoming and inclusive atmosphere.
Her exceptional customer service skills were on full display earlier this year when she led the membership sales campaign, easily converting tours into memberships. This achievement underscores her effectiveness and commitment to our city's values. Moreover, Barbara plays a crucial role in training new team members, conducting shadow shifts, and teaching the importance of exceptional customer service and adherence to facility guidelines.
Having celebrated her five-year anniversary with Champions Club in January, Barbara has set her sights on another five years of service. Her goal reflects her deep commitment to our community and her desire to continue making a positive impact.
