CUSTOMER SERVICE Profile
The Customer Service division within the Recreation Department is responsible for a variety of customer service, clerical, administrative and technical functions relating to registration, membership sales, facility rentals, fee assistance, customer communication and service desk operations. The division currently manages service desk operations at the Fort Hill Activity Center, the Alfred Rubin Riverwalk Community Center (ARRCC) and the Knoch Knolls Nature Center (KKNC). Customer Service staff complete phone-in, in- person, and online registrations for all of the District’s recreation and membership programs. In addition, the division manages indoor and outdoor rental requests, Free Speech Forum rentals, Mobile Stage rentals, Commercial Use Licenses, parking permits, and the District’s Fee Assistance Program to name a few.
The Customer Service division works cooperatively with several external groups, including Western DuPage Special Recreation Association (WDSRA) to schedule inclusion aides for special needs participants within the District’s programs. The division works with WDSRA as well as the Districts’ Cooperative Schools to schedule facility usage. Providing customer service to internal departments is equally important and staff works together with Recreation Department staff to edit and update program information, assist Marketing Department staff at community events, and team up with Parks and Park Police to schedule events. Staff also collaborate with community organizations to schedule use of the digital Community Events sign. Parking revenue has increased over the past year, up 29% ($19,000) compared to budget. Due to an increase in parking opportunities at the school and other private establishments, the budget will remain steady into 2025.
The Customer Service division is projected to end 2024 with a deficit of $722,629. Wages for staff comprise the majority of the expenses budgeted for the division. Regular and Regular OT wages are expected to exceed budget due to restructuring the department to include an additional full-time staff and moving two FTE positions (vacated by retirement) to full-time. Restructuring allowed for covering vacancies (both full- and part-time)/PTO/ Medical, additional hours at KKNC and increased customer support on the 5000 line and in person as a result of increased program registrations and use of facilities such as Fort Hill. Short-term wages are projected to be substantially below budget due to vacancies and turnover. The deficit for the division reflects an increase of 2% or $18,844 in 2025 compared to the 2024 budget. This increase is based on staff adjustments for short- term wages, furniture replacement, investment in training for staff, increased costs of uniforms and mileage reimbursement.
CUSTOMER SERVICE FINAL 2022 FINAL 2023 BUDGET 2024 PROJECTIONS 2024 BUDGET 2025 2025 VS. 2024 PROJ %
2025 VS. 2024 BUDGET %
REVENUE Rental Income Miscellaneous Total Revenue
$3,800 32,094 35,894
$2,225 33,149 35,374
$2,500 49,934 52,434
$1,900 54,420 56,320
$2,000 48,940 50,940
$100
5%
($500) -20%
(5,480) (5,380)
-10% -10%
(994)
-2% -3%
(1,494)
EXPENSES Wages & Benefits
675,123 760,903
867,402
777,221
844,307
67,086
9% 0%
(23,095)
-3% 0% -4%
Supplies
233 180 664
696 100
1,000 1,200
1,000
1,000
0
0
Contractual Services
728
1,157
429 59% 2,800 100%
(43)
Capital
2,800
2,800 100%
Total Expenditures Surplus/(Deficit)
676,200 761,699 ($640,306) ($726,325)
869,602 ($817,168)
778,949
849,264
70,315
9%
(20,338) $18,844
-2% -2%
($722,629)
($798,324)
($75,695)
10%
2025 BUDGET 62
napervilleparks.org
Made with FlippingBook Digital Proposal Creator