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.
At the 2024 Employee Appreciation Awards, Aaron Grogan was recognized for his exceptional dedication and integrity with the Accountability Award. In just over two years with the City of Southlake, Aaron has proven to be a cornerstone of the IT department, embodying the values of honesty, transparency, and a commitment to service.
“Aaron always has an ability to listen to our clients with compassion and come up with solutions with care and understanding,” Blair Halbert, Information Technology Director said. “As long as we need computers, we will need individuals like Aaron to help ensure that our work and projects are successfully completed.”
Aaron’s role as the Support Services Supervisor places him at the heart of the city's IT operations. He leads a team responsible for providing technology support to city staff, managing the city's phone systems, mobile devices, and CCTV cameras. His day-to-day responsibilities are a blend of coordinating support ticket assignments, handling his own tickets, attending meetings, and responding to emergencies.
For Aaron, accountability is about being honest and transparent, even when it might be difficult. He emphasizes the importance of admitting when he doesn't know something and committing to finding the right answer.
"The most fulfilling aspect of IT for me is the opportunity to use my talent to help others. No one can be an expert in all things, and it’s difficult to maintain expertise in one’s chosen career and simultaneously maintain expertise with technology,” Aaron said. “People are often embarrassed when they can’t solve a technology problem. I enjoy being able to help while also reassuring them that there is nothing to be ashamed of."
As the City of Southlake continues to grow and evolve, Aaron's role will remain vital in ensuring that its technological foundation is solid, reliable, and transparent. His approach to accountability, combined with his compassion and problem-solving skills, makes him a shining example of what it means to be a dedicated public servant.
To view this video on mobile devices, click here.
During the City of Southlake’s 2024 Employee Appreciation Week, a special honor was bestowed upon Robert Sexton, a dedicated member of the Community Services Department. Selected for the prestigious Director’s Award, Robert’s commitment and hard work have not only set him apart as a leader, but have also exemplified the very best of what Southlake employees offer to their community.
“Robert is the type of person who is always there to help,” said Community Services Director David Miller when asked about his choice for this award. “He is the consummate teammate and the person who will show up early to help without being asked, or stay late after a meeting to help take down.”
Robert’s journey to Southlake began almost a year and a half ago when he transitioned from the City of Hurst, where he had served for 23 years. His extensive experience and passion for community service made him an immediate asset to Southlake’s team.
“I love making a difference,” Robert explained. “There’s nothing better than walking into an area of the city and making a change for the better that people notice the next time they’re around.”
In his current role, Robert oversees the day-to-day operations of The Marq, including all maintenance-related issues with Champions Club, Legends Hall, and the Aquatic Center. Each day begins with checking work orders and conducting a thorough inspection of the facilities to ensure everything is in top condition for valued members and residents to enjoy.
Robert Sexton’s story is a testament to the high standards of service and dedication upheld by Southlake’s employees. His hard work and commitment have not only earned him the Director’s Award, but have also made a lasting positive impact on the community.
To view this video on mobile devices, click here.
In late April, Southlake City Manager Alison Ortowski named Stacey Black and James Brandon the City’s Assistant City Managers. At the Tuesday, May 7, 2024, City Council meeting, the Council approved a resolution on approving the designation of Black and Brandon as acting City Managers if City Manager Ortowski is unavailable.
Black has been with the City since 2001 when she was hired as a Human Resources Analyst. She was promoted to Human Resources Supervisor in 2008, Director of Human Resources in 2010, and Senior Director in 2021.
“Stacey has been a driving force behind the development and implementation of strategic workforce policies and initiatives designed to ensure we remain a high-performing employer of choice,” said Ortowski. “Her insight and leadership have not only enhanced the performance of our human resources department but have also instilled a culture of collaboration and excellence throughout our organization,” she added.
Brandon joined the City in 2013 as the Assistant Chief of Police. He started his public service journey in 1996 as an officer with the Illinois Department of Corrections. Brandon was promoted to Southlake’s Chief of Police in 2015.
“James’ expertise in strategic planning, risk mitigation, and performance management has significantly contributed to the success of our police department,” said Ortowski. “James’ experience, unwavering dedication, and visionary leadership will undoubtedly continue to drive the creation of a strong culture, commitment to accountability, and the highest standards of service,” Ortowski stated.
In their new roles, Black will focus on workplace excellence, organizational learning and development, and future readiness, while Brandon will oversee capital asset strategy and performance, emergency management, and community safety.
“Stacey and James bring exceptional skills, experience, and dedication to Team Southlake,” said Ortowski. “We are excited to work with the community and the City Council to continue serving this City with excellence and integrity.”
The 114 Trash Monitoring Team, comprised of members from the Planning and Development, Parks and Recreation, and Public Works Departments, earned the Teamwork award at the 2024 Employee Appreciation Awards for their ongoing dedication to patrolling 114 and picking up trash when necessary.
This collaborative effort helps keep our city beautiful, our roadways clear, and is a shining example of why Teamwork is one of the most important values here in Southlake.
Check out the video below to learn about the important work the 114 Trash Team does to serve our citizens and keep Southlake beautiful!
Planning & Development Team: Mike White, Joshua Cruz, Thomas Aguirre, Seantay Carpenter
Public Works Team: Eugene Nunez, Juan Noyola, Alex Noyola, Alex Mosqueda, Juan Puente, Caleb Foley, Kenny Wright, Michael Rodriguez
Parks & Recreation Team: Jose Guzman, Noah Grossman, Tony Mack, Isaac Bartholomew, Junior Camacho
Employee Appreciation 2024 - Teamwork Award Video
The City of Southlake celebrated Employee Appreciation Week during February 13- 17 and several Community Services employees were recognized with city-wide awards.
Our mission at the Community Services Department is to create world-class experiences and the following employees go above and beyond every day to live that mission. We are very proud to work with such dedicated and exemplary teammates.
Values Award: Innovation
Our Fitness Supervisor, Jake Coldren won the Innovation Award for his outstanding work coordinating the Fit City Challenge! Check out this video to learn more about his awesome efforts.
Values Award: Integrity
Hospitality and Sales Assistant Malia Belk embodies integrity in everything she does, especially when reconciling p-cards. Her commitment to safeguarding city resources makes her an excellent asset to the team!
Values Award: Teamwork
The Water Meter Reading Team earned the Teamwork award for replacing over 8,000 endpoints in water meters throughout the City. While this was a multi-department effort, our Parks team jumped in to help deliver this monumental project!
Director’s Award: Community Services
Parks Supervisor Terry Lee received this year’s Director’s Award for the Community Services Department. A hard-working Parks professional, Terry lives the Southlake Way values every day. He is a reliable team member and supervisor that takes tremendous pride in his work. You can see his commitment to excellence whenever you visit Bob Jones Park! Congratulations on this recognition, Terry!
Congratulations to everyone for representing the excellence of our department throughout the City! Your hard work does not go unnoticed, and we are very proud to work with such outstanding individuals!
