Andrew Lamberto – What is Succession Planning? 

Andrew Lamberto is responsible for creating many important plans during his time as the Director Of Human Resources for the San Bernardino County. One of those plans was for succession. Simply stated, succession planning allows process managers to go through to prepare their organization for the future leadership. It is expected that the retirement of the baby boomers will produce a sharp decline in available personnel at the higher levels in many organizations.

Andrew Lamberto
Replacement leaders are also expected to be more technically savvy and sophisticated than their predecessors. The County of San Bernardino is not immune to the reduction of seasoned and talented leadership. The good news for the county is that many of the employees spend their entire career there, giving them an edge on being able to groom successors.

Mr. Lamberto previously wrote about how he became the Director of Human Resources. In that article he emphasized some very simple ways to help employees get noticed and potentially climb the ladder. Some of those examples included dressing and grooming for a promotion, coming in early and staying late, enthusiasm, taking responsibility, asking for training or going back to school, and remembering to do the simple things. If you are a manager, you need to find ways to encourage and maintain the talented employees. They are your best assets.

Succession planning is intended to help management identify gaps in talent and understand their development needs. It also assists in identifying jobs that are critical to the overall success of the organization. Andrew Lamberto created his succession plan to help the San Bernardino county find and keep employees that are hard working.

Andrew Lamberto – Service FIRST 

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.

Andrew Lamberto
Andrew Lamberto

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.