STAR CALL CENTER BUDGET APPROPRIATION REQUEST.PDF
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From: Re: Maricopa County STAR Call Center Treasurer. Assessor. Recorder. September 14, 2021 Chairman Jack Sellers, District 1 Vice Chairman Bill Gates, District 3 Supervisor Steve Chucri, District 2 Supervisor Clint Hickman, District 4 Supervisor Steve Gallardo, District 5 Eddie Cook, Assessor, STAR Board Chairman John M. Allen, Treasurer, STAR Board Member Stephen Richer, Recorder, STAR Board Member Brent Vaughn, STAR Call Center Director STAR Call Center Board — Budget Appropriation Request for FY22 The members of the STAR Call Center Board, the Assessor, the Treasurer, and Recorder are collectively and formally requesting a $214,000 increase to the STAR Call Center’s FY 2022 General Fund Operating budget. There are three distinct elements behind this request. 1. The STAR Call Center Director, Brent Vaughn, was hired at a higher salary rate than his predecessor in the latter portion of FY 2021. The increased salary is supported by Brent’s extensive call center and leadership experience. Overall, personnel costs increased by approximately $14,000, making it more difficult for the STAR Call Center to stay within their appropriation. The industry standard agent to supervisor ratio is between 8:1 and 12:1. The current STAR Call Center agent to supervisor ratio is 25:1. Based on the foregoing, the STAR Call Center would like to hire an additional supervisor in October. The full personnel costs would be approximately $60,000. The Assessor’s, Recorder’s, and Treasurer’s Offices have distinct periods in the year where there are spikes in call volume. The STAR Center’s staffing level is insufficient for these spikes. There has also been a year-over-year increase in calls due to Maricopa County’s growing population. Staffing levels have not kept up with these increases. The STAR Call Center will need $140,000 to hire contractors and/or temporary employees to meet this workload. Below is the breakdown by the number of additional agents needed by month: a. September: 9 agents; October: 18 agents; February: 9 agents; March: 9 agents; and June: 8 agents. eno s This mid-year appropriation adjustment is an important step which allows for the STAR Call Center to effectively carry out its duties for the remainder of the fiscal year. Not funding this request will likely adversely impact the service levels for offices the STAR Call Center serves. BaD (ye Eddie Cook, Assessor STAR Board Chairman Hee Ar bos Treasurer vAR hr oa Member $fephen Richer, ReGrder STAR Board Member “a 2G, Brent! Vaughn, Director STAR Call Center