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From: Ryan Goodman <rgoodman@redmond.gov>
To: !_Parks Supplemental Customer Experience Team	<!_ParksSupplementalCustomerExperienceTeam@redmond.gov>; Heather Mullholland	<hmullholland@redmond.gov>; Julia Scotland <JSCOTLAND@redmond.gov>
Subject: CX Updates - PLEASE READ
Date: 2025-03-11 07:48:07-10:00

Hi Team, 

It's been a busy time so I want to include some important updates here for everyone to review.  Please read through each item so you are aware and let me know if you have any questions:

*	
	CX Program Coordinator - Susana recently accepted the role of Senior Program Coordinator and will start in her new capacity on Monday, March 24. During this time of transition Levi, Patrick and Ryan will be splitting duties.  Information on who to contact for what will be shared next week. 

*	
	Summer Camp/Spring-Summer Season Registration - Started Tuesday, March 11 for residents and next Tuesday, March 18 for non residents. Please review the Summer Camp Registration SOP for the latest information - Summer Camp Registration SOP.docx <https://redmondgov.sharepoint.com/:w:/r/sites/ParksSecured/Customer%20Experience%20Document%20Library/Summer%20Camp%20-%202025/Summer%20Camp%20Registration%20SOP.docx?d=w14a7c195539945c3991419b87e7c3f56&csf=1&web=1&xsdata=MDV8MDJ8SlNDT1RMQU5EQHJlZG1vbmQuZ292fDA3ZjUwZjdmZjg4ZjQxMGU4NWYyMDhkZDYwYzRlMWNlfGNiODk0ZDA3MzU1ZjQ5NWZiOWMxYTJhNmQ4NGE3NDY4fDB8MHw2Mzg3NzMxMjA5MTI0Njc1Njd8VW5rbm93bnxUV0ZwYkdac2IzZDhleUpGYlhCMGVVMWhjR2tpT25SeWRXVXNJbFlpT2lJd0xqQXVNREF3TUNJc0lsQWlPaUpYYVc0ek1pSXNJa0ZPSWpvaVRXRnBiQ0lzSWxkVUlqb3lmUT09fDB8fHw%3d&sdata=M0VyTkJ3bk5UZTFQOVA1dVUvYU9mZUlOZ2l1WTlBVlF6aW5EdTB0QUpVZz0%3d> 
*	
	New Refund/Transfer Policy - Is in effect now. The new policy will be updated on the CX Hub and can also be seen here Summer Camp Registration SOP.docx <https://redmondgov.sharepoint.com/:w:/r/sites/ParksSecured/Customer%20Experience%20Document%20Library/Summer%20Camp%20-%202025/Summer%20Camp%20Registration%20SOP.docx?d=w14a7c195539945c3991419b87e7c3f56&csf=1&web=1&xsdata=MDV8MDJ8SlNDT1RMQU5EQHJlZG1vbmQuZ292fDA3ZjUwZjdmZjg4ZjQxMGU4NWYyMDhkZDYwYzRlMWNlfGNiODk0ZDA3MzU1ZjQ5NWZiOWMxYTJhNmQ4NGE3NDY4fDB8MHw2Mzg3NzMxMjA5MTI0ODM0Mjl8VW5rbm93bnxUV0ZwYkdac2IzZDhleUpGYlhCMGVVMWhjR2tpT25SeWRXVXNJbFlpT2lJd0xqQXVNREF3TUNJc0lsQWlPaUpYYVc0ek1pSXNJa0ZPSWpvaVRXRnBiQ0lzSWxkVUlqb3lmUT09fDB8fHw%3d&sdata=Wng4NlQ1MnBXVDFKbGhOdWIwZHRDR1IvWUEwTW8rZ095cnJnbWtVNnFQWT0%3d> . Additionally, the SOP for completing activity transfers is here SmartRec SOP Processing an Activity Transfer - not using the Replacement function.pdf <https://redmondgov.sharepoint.com/:b:/r/sites/ParksSecured/Customer%20Experience%20Document%20Library/SmartRec%20SOP/SmartRec%20SOP%20Processing%20an%20Activity%20Transfer%20-%20not%20using%20the%20Replacement%20function.pdf?csf=1&web=1&e=aKSUIn&xsdata=MDV8MDJ8SlNDT1RMQU5EQHJlZG1vbmQuZ292fDA3ZjUwZjdmZjg4ZjQxMGU4NWYyMDhkZDYwYzRlMWNlfGNiODk0ZDA3MzU1ZjQ5NWZiOWMxYTJhNmQ4NGE3NDY4fDB8MHw2Mzg3NzMxMjA5MTI0OTIwODV8VW5rbm93bnxUV0ZwYkdac2IzZDhleUpGYlhCMGVVMWhjR2tpT25SeWRXVXNJbFlpT2lJd0xqQXVNREF3TUNJc0lsQWlPaUpYYVc0ek1pSXNJa0ZPSWpvaVRXRnBiQ0lzSWxkVUlqb3lmUT09fDB8fHw%3d&sdata=NWR5aWpvdTh3cllORy9OSHl3d1M1M0xYVGNnZ3FEbXgySlhzR0YrL2dSUT0%3d> .
	
	
*	
	Teen Services Transition - Teen programs currently housed at the Old Fire House Teen Center are transitioning to RCCMV and other city facilities. This information was made public on March 11 and we can expect lots of comments and feedback. For information on communications (what you can and cannot say) as well as contacts for media, City Council and public questions and staff questions, please refer to this document Staff Talking Points.pdf <https://redmondgov.sharepoint.com/:b:/s/ParksSecured/EcQy5p0AY1lMlNi7HNCb2-0BiYkmZ-IHJGMASp79b618Zg?e=c3zvjq&xsdata=MDV8MDJ8SlNDT1RMQU5EQHJlZG1vbmQuZ292fDA3ZjUwZjdmZjg4ZjQxMGU4NWYyMDhkZDYwYzRlMWNlfGNiODk0ZDA3MzU1ZjQ5NWZiOWMxYTJhNmQ4NGE3NDY4fDB8MHw2Mzg3NzMxMjA5MTI1MDAyMjR8VW5rbm93bnxUV0ZwYkdac2IzZDhleUpGYlhCMGVVMWhjR2tpT25SeWRXVXNJbFlpT2lJd0xqQXVNREF3TUNJc0lsQWlPaUpYYVc0ek1pSXNJa0ZPSWpvaVRXRnBiQ0lzSWxkVUlqb3lmUT09fDB8fHw%3d&sdata=T21XSGhBRi81RHJCYzc4emQzL3RFSk1FUG9kdUhseEFGTzRKSnZjemw0WT0%3d> . Additionally, there is an FAQ page here FAQs.pdf <https://redmondgov.sharepoint.com/:b:/s/ParksSecured/ETEFNu4FFO9PoigtJXl8YUwBWE-WIhBGxe6PEXdCtrQ4yw?e=Ss0cOm&xsdata=MDV8MDJ8SlNDT1RMQU5EQHJlZG1vbmQuZ292fDA3ZjUwZjdmZjg4ZjQxMGU4NWYyMDhkZDYwYzRlMWNlfGNiODk0ZDA3MzU1ZjQ5NWZiOWMxYTJhNmQ4NGE3NDY4fDB8MHw2Mzg3NzMxMjA5MTI1MDg3MDh8VW5rbm93bnxUV0ZwYkdac2IzZDhleUpGYlhCMGVVMWhjR2tpT25SeWRXVXNJbFlpT2lJd0xqQXVNREF3TUNJc0lsQWlPaUpYYVc0ek1pSXNJa0ZPSWpvaVRXRnBiQ0lzSWxkVUlqb3lmUT09fDB8fHw%3d&sdata=N05MQUNYdkJtVEJNVHJGWmI0L0tMTTE0MDBvVnVuZ2pPRVV2UExZSkJVcz0%3d> . Both of these documents and more can be found in SharePoint here Teen Services <https://redmondgov.sharepoint.com/sites/ParksSecured/Shared%20Documents/Forms/AllItems.aspx?id=%2fsites%2fParksSecured%2fShared+Documents%2fEngagement%2fCommunications%2fCommunications+Projects%2fTeen+Services&p=true&ct=1741714637381&or=OWA-NT-Mail&ga=1&LOF=1&ls=true&xsdata=MDV8MDJ8SlNDT1RMQU5EQHJlZG1vbmQuZ292fDA3ZjUwZjdmZjg4ZjQxMGU4NWYyMDhkZDYwYzRlMWNlfGNiODk0ZDA3MzU1ZjQ5NWZiOWMxYTJhNmQ4NGE3NDY4fDB8MHw2Mzg3NzMxMjA5MTI1MTU5ODF8VW5rbm93bnxUV0ZwYkdac2IzZDhleUpGYlhCMGVVMWhjR2tpT25SeWRXVXNJbFlpT2lJd0xqQXVNREF3TUNJc0lsQWlPaUpYYVc0ek1pSXNJa0ZPSWpvaVRXRnBiQ0lzSWxkVUlqb3lmUT09fDB8fHw%3d&sdata=N2xYMmp6dzgrZGV0Ykk3UWhVQmZpVERmSTVXV1cxRHpBdVJrdnAvS1FEND0%3d> . 
	
	
*	
	RCCMV - Some changes are coming at RCCMV:

	*	
		Repairs are needed on the rollup gate at the front desk at RCCMV. While repairs made our team will work out of a new temporary front desk space based out of the kitchen/concession room. The transition to the new desk area will occur on Monday, March 17 and we can expect to be in this space for approximately one month until mid-April (exact timeline TBD). On March 17 we'll make sure to get everything (phones, computers, printer, supplies, paperwork) transferred.  We will have some access to the current front desk while under repair, but the goal is for us not to enter that space while being worked on.  Community center operations will not be effected and there are no changes in expectations for our team.  Please continue all of the same duties when working at RCCMV.
	*	
		Equipment (select items) in the fitness center will be moved to room 116 for the foreseeable future. The current fitness center space will be repurposed. More detail to come on when this transition will occur. 

*	
	
	
*	
	Safety and Immigration SOP - In case we are encountered by ICE (Immigration and Customer Enforcement) please review this document. It reviews what we (the city) do and will not do, and what to do if an agent shows up in one of our spaces -  Parks and Recreation Safety and Immigration Information SOP_Final.pdf <https://redmondgov.sharepoint.com/:b:/r/sites/ParksSecured/Shared%20Documents/SOP/Parks%20and%20Recreation%20Safety%20and%20Immigration%20Information%20SOP_Final.pdf?csf=1&web=1&e=jzPDme&xsdata=MDV8MDJ8SlNDT1RMQU5EQHJlZG1vbmQuZ292fDA3ZjUwZjdmZjg4ZjQxMGU4NWYyMDhkZDYwYzRlMWNlfGNiODk0ZDA3MzU1ZjQ5NWZiOWMxYTJhNmQ4NGE3NDY4fDB8MHw2Mzg3NzMxMjA5MTI1MjQ2MDF8VW5rbm93bnxUV0ZwYkdac2IzZDhleUpGYlhCMGVVMWhjR2tpT25SeWRXVXNJbFlpT2lJd0xqQXVNREF3TUNJc0lsQWlPaUpYYVc0ek1pSXNJa0ZPSWpvaVRXRnBiQ0lzSWxkVUlqb3lmUT09fDB8fHw%3d&sdata=dlo1bGxOd20wY3ZFZ1BzdHZ0K3dtbzlTR2dZUTVCcmhPTzdJaE9URVA3dz0%3d> . This is also on the CX Hub. 

Thank you and please let me know what questions you have. 

Ryan Goodman 

Customer Experience Supervisor, City of Redmond

  425-556-2327

  425-556-2300

  rgoodman@redmond.gov <mailto:rgoodman@redmond.gov>  

  [http://www.redmond.gov/Register]

MS:1SCS • 15670 NE 85th St • Redmond, WA 98052

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