2013 Winter Newsletter

ORANGE COUNTY’S FRONT LINE

When Lainie asked me to write an article about exemptions, in the thoughts of pro- filing departments around the state, I was honored. Orange County has 212,000 existing homesteads and 450,000 parcels.

When I came to Orange County fromMiami-Dade County in 1999 we only ac- cepted applications in person. Every January and February we hired 18 temporary employees to assist with the massive crowds in the area malls and downtown. As a convenience to our customers, we had to simplify our process.

Ann Wetherington, CFE

2002 brought on our first major change, we began taking applications also by mail, and this reduced our foot traffic by about 30%. In 2006, we progressed even further and began taking applications elec- tronically which eliminated the need and expense of going out to the area malls. Today 60% of our ap- plications are done online where they can file in their PJs at home. Orange County was the first in the state to accept electronic filing of personal exemptions and electronically verify driver licenses and im- migration status. We continue to accept applications by mail which has dwindled down to 23% by mail and 17% in person.

With these changes, we have been able to increase our Customer Service staff responsibilities to assist other divisions while not eliminating any full time positions.

My current department breakdown and duties are as follows:

Customer Service Department—― Our front line”

1 Supervisor, 9 Customer Service Representatives

Annually we have 70,000 calls, 10,000 walk-in customers & 15,000 new homestead applications & 3,500 senior application

Prepare/print maps, basic appraisal questions

Assist customers with anything exemption related

Exemptions Department

1 Supervisor, 2 investigators and 4 clerical positions

More complex exemptions, 3,200 portability, denials, represent at VAB hearings

Investigate all non-compliant exemptions (over $1,000,000 collected annually)

Back up Customer Service whenever needed

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Winter 2013 Newsletter of the FCIAAO