Customer service is important for many agencies and companies and when it comes to county employees, it is essential. In order to help these employees provide the best customer service possible, it is important for them to be trained accordingly. Andrew Lamberto helped create a program to do just that.
In 2002, San Bernardino County formed a Customer Service Team as part of a strategic planning initiative. For several years, a team researched customer service programs in large organizations, surveyed County staff and managers, and held employee focus groups.
In 2005, the team approved a comprehensive program called Service FIRST, with FIRST being an acronym for Friendly, Interested, Responsive, Service-Oriented, and Trustworthy. The program elements included: clear standards for customer service communicated by the County Administrative Officer to all employees through meetings and rallies, continued customer service training for new hires with annual refresher training for all incumbents, customer service as a factor in all county work performance evaluations, a “Mystery Shopping” program to spot check customer service activities throughout the county, annual department surveys to assess implementation and maintenance of customer service standards, a reward and recognition program for redemption of customer service “recognition” points for various reward items.
Andrew Lamberto worked hard to make San Bernardino county a great place to live, work and play and he enjoyed working with the Achievement Award Program to reach his goals. He also worked on several other projects that were designed to improve the community for the people who live and work in it.
Andrew Lamberto has created many programs to help improve San Bernardino, California. One of his projects was part of the achievement award program that helped the residents learn more about Roth, retirement, and referrals. As part of the County’s commitment to assist employees in preparing for a secure retirement, the County took advantage of the changes to the Small Business Jobs Act of 2010 and added to its 457(b) Deferred Compensation plan offerings the Roth deferral option.
Adding this option to the portfolio provided employees with an increased flexibility to meet a myriad of financial needs. Beginning in July of 2013, the County developed an intensive educational/promotional campaign to introduce and educate employees regarding the Roth feature and to increase overall retirement savings awareness.
The intent of the campaign was to engage its multicultural, multigenerational employee base with recognizable imagery and messaging. The County decided to capitalize on the Wizard of Oz as their popularization through multiple iterations in other media; the characters and images from these stories were felt to have a universal appeal. Consequently, the Roth campaign theme was implemented as “The Wonderful Wizard of Retirement Savings.”
The Campaign resulted in communication to approximately 18,000 employees via email blasts, meeting face-to-face with approximately 600 employees, new enrollments and existing enrollments utilizing only Roth deferrals or Roth and Traditional deferrals resulting in an estimated annual increase of $637,000 to the 457(b) Deferred Compensation plan. Andrew Lamberto is proud to have helped educate the people of his community and work on such an important project.
Andrew Lamberto once performed numerous investigations of employee treatment violations including hostile work environments, discrimination, harassment, and more. This facet of his job as the Director of Human Resources of San Bernardino County did not make him the most popular person in the office all the time, but his work was vital to the organization as a whole because it ensured that all employees are happy and work well within the organization. His work also ensured that the organization as a whole is within compliance with all state and federal laws regarding employee treatment, ensuring that San Bernardino County does not garner any punitive measures from the state of federal government.
Andrew Lamberto conducted or directed these investigations even though it didn’t make him the most popular person in the office because it was his job to ensure that all employees are treated equally well throughout the San Bernardino County workforce. For an organization with over 21,000 employees, this is an extremely large and important job to undertake. Lamberto often developed employee policies himself, so he was perfectly suited to investigate possible infractions. In this capacity, he did his best to always be fair and impartial so that he can get both sides of every story, which can difficult to uncover and create a fully accurate picture of.
Andrew Lamberto regularly directed or investigated reports of discrimination so that all employees know that their interests are always considered and their comments and complaints are being heard. Lamberto was always interested in equal treatment for all employees of San Bernardino County.
Andrew Lamberto was the Director of Human Resources for San Bernardino County, and worked in many capacities to ensure that the County Administration was working efficiently and effectively. Lamberto achieved this in many ways, from working with various commissions and high-level boards to developing new employee systems and initiatives to support all County workers and help them do their jobs better. One of the many commissions and organizations within the County is the Equal Opportunity Commission.
The San Bernardino County Equal Opportunity Commission was supported and overseen by Andrew Lamberto and the County Human Resources Department. This Commission is dedicated to assuring that all employees are treated uniformly and well within County Administration and that new employees have the same opportunities. It provides recommendations to other branches and offices throughout the San Bernardino County infrastructure to help these entities comply with state and federal regulation and treat all employees with respect. Lamberto, oncethe highest level representative of the Department of Human Resources, teamed up with the Equal Opportunity Commission to ensure that all employees have equal opportunities and treatment when it comes to promotions, that new employees come in with the same opportunities for advancement, that candidates for vacant positions all have a fair shot at getting a job, and that co-workers get equal treatment within the organization as well.
Andrew Lamberto worked well with the Equal Opportunity Commission to help ensure that all of his employees and everyone working for the County had the same opportunities and treatment.
Andrew Lamberto had many responsibilities in his position as the Director of Human Resources for San Bernardino County. In addition to developing new systems and policies in-house to comply with state and federal laws and to improve throughput and work efficiency, he wasalso one of several executives responsible for the revised and updated payroll system and administration for San Bernardino County, which has over 21,000 employees. Before he came to work for San Bernardino County, he worked for the Los Angeles County Sheriff’s Department, where he was in charge of making payroll decisions and determining salary levels for employees.
As a payroll administrator, Andrew Lamberto was skilled at conducting and analyzing compensation studies for both internal and external salary comparisons. He was responsible for reviewing hundreds of positions and their salaries for comparison to San Bernardino County’s salary levels. Lamberto and other payroll administrators like him compared the salaries of similar positions in similar situations to help determine how much their departments will offer new and promoted employees in many different positions. Lamberto used the data from his comparison studies to inform his payroll level decisions and to help set a standard in his organization that he could base his future payroll decisions on for the County of San Bernardino.
Andrew Lamberto worked hard from 2005 to 2015 to create the best possible payroll standards for all employees of San Bernardino County. This extensive work, in addition to his many other duties he performed as the Director of Human Resources for the County, kept him active and busy in the lives of many employees and other administrators for the County.
Andrew Lamberto was once at the table negotiating labor disputes and deals with representatives of workers of San Bernardino County. As the former Director of Human Resources, he negotiated many deals that have helped employees get the benefits they need while maintaining a fiscally responsible budgeting approach for the County itself. Lamberto became the Director of Human Resources in 2005 when he took the position after working for the Los Angeles County Sheriff’s Department for over 14 years prior. He worked with many commissions and committees within the county over the years and helped create labor deals that worked for everyone.
Andrew Lamberto has many years of experience with labor relations, which officially is the study and practice of managing unionized employee situations while honoring the mandatory subjects of bargaining. Many human resources directors and human resources workers like Lamberto often work to help resolve labor grievances so that employees are fairly represented and compensated by the organization they work for. Lamberto represented the management side of negotiations of this nature, and successfully worked with labor representatives on mutually beneficial deals so that both sides were happy with the results. He helped negotiate contracts and resolved disputes in addition to working within the organization to create new systems for employee health and benefits.
Andrew Lamberto is very experienced in labor negotiations and deals. He worked hard his entire career in both Los Angeles and San Bernardino Counties to make sure that all county employees get the benefits and compensation they are due while protecting the fiscal integrity of the organizations. As a County employee, Lamberto was trusted within the county employee communities.