Winter 2026 FCIAAO Newsletter

CUSTOMER SERVICE & PUBLIC TRUST DURING EXEMPTION SEASON

As we start the new year and a fresh exemption season is at hand, property exemptions, values, and taxes are often seen as just a number on the bill of a taxpayer. Behind every application, question, phone call, email, or chat message is a taxpayer whose home, finances, and sense of security are directly affected. Homestead Exemption and Save Our Homes exist to benefit homeowners, yet their effectiveness and understanding depends on the people who administer them. At the heart of this process is a customer service-oriented team that understands taxpayers are not interruptions or statistics, but the very reason public servants exist. How these daily interactions are handled can shape not only individual outcomes, but also Homestead Exemption and Save Our Homes are programs designed to serve the taxpayer, who are the most important people in the community. Public offices depend on their trust and participation. We must remember that taxpayers are not dependent upon government offices but rather, government offices exist because of taxpayers and should not be treated as interruptions to the workday but the main purpose of the work. Taxpayers who call or visit the office are doing a favor by seeking correct information and ensuring compliance. They are not cold statistics, but real people public trust in a Property Appraiser’s office itself.

with emotions, concerns, and unique circumstances. Many are first-time homebuyers, seniors on fixed incomes, or individuals navigating complex property tax rules for the first time. A customer service-oriented team recognizes the human side of these interactions and responds with patience, respect, and empathy. Providing assistance with homestead exemption is not about arguing policies or matching wits and energy with taxpayers. Instead, it is about offering clear explanations, professional guidance, and accurate information so residents can access the benefits intended for them. Courteous and attentive service helps prevent costly mistakes such as missed deadlines, improper filings, or lost tax savings, while also reducing Equally important to serving taxpayers well is investing in the staff who serve them. Ongoing training ensures team members are confident in their knowledge, consistent in their responses, and prepared to manage complex or high-volume situations, especially during peak filing periods. Supporting staff during busy times, through clear communication, adequate resources, and a culture of teamwork, helps prevent burnout and promotes a healthy, positive work atmosphere. A team member that feels valued and equipped can provide professional, courteous service to taxpayers that they deserve. appeals, complaints, and confusion for the office.

VERONICA JARMAN, CFE DIRECTOR OF CUSTOMER SERVICE & EXEMPTIONS

ADMINISTRATOR NASSAU COUNTY

Taxpayers are the foundation that allows government offices to function and public services to exist. They are a vital part of every division of government and serving them well is both a responsibility and a privilege. As we start a fresh exemption season, let us commit to a strong customer service team by supporting staff, promoting fairness, encouraging compliance, and building a lasting public trust. By valuing both taxpayers and team members, programs like Homestead Exemption and Save Our Homes can fully achieve their purpose of serving the community with integrity and reinforcing the true meaning of public service. Veronica has been with the Nassau County Property Appraiser’s office for 10 years and currently serves as the Exemptions Steering Committee Chair.

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STAYING APPRAISED

WINTER 2026