ProgramActivityCore LevelCommitment
 
 
AdministrationContract ManagementTraditionalMaintain all contracts and remain within 1% of approved budget. Receipt invoices within one business day, according to Interdepartmental Accounts Payable Policy (AC 101).
AdministrationPersonnel ManagementEssentialManagement of all personnel related functions such as non-required staff training, employee relations, new employee recruitment, timely processing of timesheets, and personnel actions. This includes emergency conditions situations that require employees to fulfill their individual responsibilities to maintain and restore essential City services. ​
Administration311 Contact Center SupportQuality of LifeProvide ongoing updates and trainings, at a minimum once a week, to 311 management and ambassadors. Respond to calls on Environmental and Neighborhood Services (ENS) phone lines, and dispatch service requests to appropriate divisions and staff members. Maintain or exceed a 90% customer service survey rating of “satisfied” or better on the City's quarterly customer service survey.
AdministrationAfter-Hours / On-Call ServicesTraditionalMaintain on call schedule ​weekly and assist with implementation of City-wide after-hours contract. Provide updates to the after-hour services call center when there are changes to scheduling, city personnel, or procedures.​
AdministrationBudget ManagementEssentialMonitor expenditure activity to ensure year-end expenditures are within 3% of the planned budget and that all expenditures are made within the Interdepartmental Purchasing and Contracting Authority Policy (PU 101) and state law.
AdministrationDepartment/Office Administrative FunctionsTraditional​Ensure the department is in compliance with existing City Council ordinances and City policies. Lead/support departmental or City-wide projects and processes.
AdministrationTrainingTraditionalEnsure that employees receive appropriate training and certifications required to perform job functions. Establish annual performance goals and complete performance evaluations per the City's personnel policies.
AdministrationEmergency OperationsEssentialUpdate applicable Annexes of the City’s Emergency Operations Plan on an annual basis to ensure accuracy in process and information.
AdministrationAccountability & Strategic PlanningTraditionalCompletion of Performance Measures, Service Delivery Plans and Strategic Projects on time. Quarterly reporting submissions. Participation in organizational assessments when scheduled. ​
Animal ServicesEmergency Vet ServicesTraditionalEmergency veterinary services are provided via contract for animal emergencies after hours to prevent suffering.
Animal ServicesIntake Evaluation ProcessTraditional Animals will be given a physical exam and treatment if necessary upon intake to keep them comfortable during their stray hold time. All animals (excluding native wildlife) will be checked for identification and all lost reports will be checked for matches.
Animal ServicesEvaluations (Medical & Behavioral)Traditional Animals will go through a medical and behavior evaluation after their stray hold time is up.
Animal ServicesMedical TreatmentTraditional Animals with medical issues will receive a medical treatment plan.
Animal ServicesEnrichment SchedulingTraditional Animals will be provided enrichment activities three times a week. These activities may include Kong toys, special treats, music, bubble machines, and more.
Animal ServicesAdoptable Animal MaintenanceTraditionalBasic daily care, ongoing basic medical care and basic behavior modification will be provided to animals to keep them happy and healthy. The City of Sugar Land does not euthanize for space or by breed resulting in some animals staying at the shelter for extended periods of time. Long-term shelter residents require additional attention to prevent behavioral issues stemming from environmental stress.
Animal ServicesTexas Department of State Health Services Zoonosis ControlMandatoryReceive the highest mark of satisfactory on our yearly Texas Department of State Health Services inspection annually; Veterinarian must be contracted to conduct inspection.
Animal ServicesEnforcement of Federal, State, and City Ordinances as They Apply to AnimalsMandatoryEnforce city ordinances, State laws in accordance with the Texas State Health and Safety Code, and United States Federal Wildlife Services (USFWS) laws.
Animal ServicesEmergency Animal ShelterTraditionalProvide emergency animal sheltering in compliance with federal law guidelines for mass care as laid out in the City's emergency operations plan, Annex C.
Animal ServicesTexas Parks and Wildlife EDU PermitTraditionalComplete  annual report and renewal every three years to maintain education permit for two species of animal ambassadors through Texas Parks and Wildlife (TPWD).
Animal ServicesCitation AdministrationEssentialWhen it is determined that a citation is appropriate, a Statement of Intent (SOI) will be submitted to the City Prosecutor for review/approval. The SOI will include specific case details, notices of violation, correspondence and photos. Staff will attend the Monthly Code Docket and prepare updated case information for the Prosecutor to review and use during the Code Docket. Respond to any of the Prosecutor's additional questions during the docket.
Animal ServicesInvestigation of Citizen ComplaintsEssentialInvestigation of citizen complaints are handled 24 to 48 hours from receipt of the complaint excluding weekends if non-emergency.
Animal ServicesSpaying and NeuteringMandatoryAnimals will be altered on or upon adoption at scheduled date per Health and Safety Code Chapter 828 and City ordinance, which requires animals to be sterilized within 30 days from either the date of adoption or the date the animal becomes four months old.
Animal ServicesVolunteer ProgramTraditionalVolunteer program will subsidize approximately 7.5 full-time positions at approximately 16,000 volunteer hours annually.
Animal ServicesPublic RelationsTraditionalOutreach/Education - Participate in 80% of the education/outreach event requests received annually. Marketing by distributing print collateral at events and provided at the shelter. Social media: Manage the Petopia Facebook page, respond to comments within the same business day, and manage the Petopia webpage on the City's website.
Animal ServicesCustomer Service/General Animal InfoTraditionalFollow the Interdepartmental External Customer Service Policy (CA-117) on response protocols.
Animal ServicesAfter-Hours / On-Call ServicesTraditionalStaff will be on scene within 20 minutes of call out with Police Department Sergeant approval.​​​
Animal ServicesDonationsTraditionalAll donations must be officially accepted by action of the City Council on a quarterly basis per the inter-departmental policy PW107 - Animal Services Donations. Donations will not be used for the day-to-day operations of the shelter. Instead, donations given to Animal Services will be designated for enhancing the shelter’s operating services such as purchasing materials for the Humane Education/Outreach Programs, the marketing of shelter animals, adoption supplies or other improvements for the animals or the shelter. Funds may be used in the fiscal year they are received or subsequent fiscal years.  All donations received will be in accordance with Inter-departmental policy FA 101-Receipt and Accounting for Tangible Donations.
Animal ServicesProfessional MembershipsTraditionalMemberships to professional associations allow for on-going continuing education opportunities and allow employees to stay updated on industry practices.
Animal ServicesTraining/CertificationsMandatoryIn accordance with Health and Safety Code Chapter 829, any person performing the duties of an Animal Services Officer will complete 30 hours of continuing education under Chapter 829 in a three year period.
Animal ServicesContract ManagementEssentialMaintain all contracts and remain within 1% of approved budget. Receipt invoices within 1 business day, according to Interdepartmental Accounts Payable Policy (AC 101).
Animal ServicesRabies Titer / Pre-Exposure shotsEssentialAnimal Service Officers and Veterinary Technician will maintain titer for rabies virus or take pre-exposure shots.
Animal ServicesWildlife & Feral Hog ManagementTraditionalWith the continued development seen within Sugar Land and the surrounding areas, as well as the reduction of natural habitat and open green spaces, wildlife and humans will continue to cross paths. A comprehensive approach is necessary to protect residents and property while addressing the unique challenges of having wildlife in suburban settings. Animal Services staff respond to wildlife calls within one business day. Contracts are issued to outside vendors, if needed for larger wildlife issues (eagle nest removal, beaver baffler, etc.). Staff also respond to complaints regarding feral hogs within one business day and manage three feral hog traps throughout the City. Contracts to be issued as needed to outside vendors. (Opportunities for potential program efficiencies have been identified to facilitate the deployment of equipment.)
Animal ServicesGO Bond Proposition D - Animal ShelterTraditional Staff will work with the Animal Advisory Board and the Sugar Land Legacy Foundation to develop a capital campaign to raise donations to fund the enhancements identified by the Animal Advisory Board.
Animal ServicesDiseases/Viral OutbreaksTraditional Measures will be taken through vaccination and cleaning to keep animals healthy. Outbreaks will be treated on a case by case basis in accordance with best industry practices.
Animal ServicesLive OutcomesTraditionalUtilization of Pet Retention Program; Proactive redemptions; Cooperation with rescue groups and an Adoption program geared towards providing forever homes for every adoptable animal.
Animal ServicesAnimal Advisory BoardMandatoryThe Animal Advisory Board will meet at least three times annually; mandatory by state law (Health and Safety Code Chapter 823).
Animal ServicesBite Case InvestigationsMandatoryAll bites and scratches will be investigated in compliance with Chapter 826 of the Health and Safety code as the Local Rabies Control Authority for the city.
Animal ServicesRabies SubmissionsMandatoryIn the interest of public safety and at the discretion of the Local Rabies Control Authority, high risk animals will be sent to the Texas Department of State Health Services in Austin for rabies testing. Animals tested and submitted in accordance with state law (Health and Safety Code Chapter 826).
Animal ServicesPrepare and present ordinance modificationsEssentialPrepare and submit city ordinance modifications to the City Council as required. Changes made in accordance with the City Prosecutor, state legislative sessions, changes to the Health and Safety Code, Texas Parks and Wildlife (TPWD) laws and United States Fish and Wildlife Service (USFWS) laws.
Animal ServicesFoster Care ProgramEssentialProvide foster care by trained volunteers and staff for neonatal kittens and puppies.
Code EnforcementSign RemovalTraditionalRemove signage from the right-of-way. 4.5 Inspectors perform daily route for sign removal. One Inspector performs weekend sign route through the entire City on overtime.
Code EnforcementPatrols and InspectionsEssentialPatrol all streets within designated territory throughout 4 weeks to monitor commercial, residential, and industrial properties for compliance with the Development Code, Code of Ordinances and adopted 2015 International Building Code-ICC codes.
Code EnforcementPoint of Contact for Land Use IssuesTraditionalBi-annual inspections of Conditional Use Permits (CUPs) and Planned Development (PDs) to verify ongoing regulatory compliance. Process involves scheduling inspections, researching specific CUP and Planned Development wording, documenting violations, issuing notices of violation, re-inspections to verify compliance, and possibly issued citations for non-compliance.
Code EnforcementVacant Properties DatabaseTraditionalQuarterly inspection of properties found to be vacant and bank-owned. Intent is to prevent the property from becoming a neighborhood nuisance.
Code EnforcementTarget Area InspectionsTraditionalTarget Area Inspections identified by staff; conducted bi-annually
Code EnforcementPublic OutreachTraditionalAs needed or requested, present at Quarterly Homeowners Association (HOA) meetings and Real Estate Office team meetings.
Code EnforcementInvestigation of Citizen ComplaintsEssentialInvestigation of citizen complaints 24-48 hours from receipt of the complaint excluding weekends.
Code EnforcementInvestigation/Abatement of ViolationsEssentialInspectors conducting daily inspection of commercial, residential and industrial properties within designated territory. Issuance of notices of violation in accordance with State law, City policies, best practices as identified by the City Prosecutor, and Standard Operating Procedures (specific timeframes for actions).
Code EnforcementCitation AdministrationEssentialWhen it is determined that a citation is appropriate, a Statement of Intent (SOI) will be submitted to the City Prosecutor for review/approval. The SOI will include specific case details, notices of violation, correspondence and photos. Staff will attend the monthly Code Docket and prepare updated case information for the Prosecutor to review and use during the Code Docket. Respond to any of the Prosecutor's additional questions during the docket.
Code EnforcementProvide Documentation for the Recordation of LiensEssentialCompliance with interdepartmental policy CE 102-Placement of Liens. The policy was created to outline the procedures related to the recordation of liens for correction of violations and collection of costs and expenses incurred by the City as established in the City's Code of Ordinances regarding garbage, trash and weeds and the International Property Maintenance Code.
Code EnforcementContract Management (Abatement services)EssentialMaintain all contracts and remain within 1% of approved budget. Receipt invoices within 1 business day, according to Interdepartmental Accounts Payable Policy (AC 101).
Code EnforcementPrepare / Present Ordinance ModificationsEssentialPrepare and submit city ordinance modifications to the City Council as required.
Code EnforcementTraining/CertificationsMandatoryThe Code Enforcement Officer license must be renewed every two years and requires 12 hours of continuing education.
Code EnforcementTraining/MembershipsTraditionalMemberships to professional associations allow for on-going continuing education opportunities and allow employees to stay updated on industry practices.
Code EnforcementBuilding Standards CommissionEssentialSupport the Building Safety Department's efforts to send information to Commissioners and schedule necessary training/orientations. Provide the Building Safety Department with necessary inspection details and photos as needed to provide the Building Standards Commission the information needed to render a decision and issue an Order.
Facilities ManagementFacility Safety, Equipment Maintenance and InspectionsEssentialInspections and preventative maintenance completed by vendors in accordance with terms of contract. Frequency varies by equipment.
Facilities ManagementTrack/Monitor EquipmentEssentialConduct semi-annual review and reconciliation of all Facilities issued equipment with an internal inventory database. Location of equipment is documented on the internal inventory database (i.e. spot coolers, generators, hand tools, etc.).
Facilities ManagementAfter-Hours / On-Call ServicesTraditionalStaff will acknowledge call within 15 minutes of receipt. On-site response for emergency calls within one hour.
Facilities ManagementContract ManagementTraditionalMaintain all contracts and remain within 1% of approved budget. Receipt invoices within 1 business day, according to Interdepartmental Accounts Payable Policy (AC 101).
Facilities ManagementFacility/Space Planning/Staff RelocationTraditionalConduct space assessments, planning and internal moves (when requested by directors or executive team) and within designated timeframes (determined by situation).
Facilities ManagementFacility RenovationsTraditionalAssess, evaluate and coordinate renovations when requested by directors or executive team at approximately 74 city facilities.
Facilities ManagementCapital Improvement ProjectsTraditionalAnnual identification, planning, scheduling, coordinating and monitoring of capital improvement projects. Facilities works closely with the Engineering Department in the coordination of Facilities CIP projects.
Facilities ManagementMail DeliveryEssentialPerform daily internal and external mail delivery services, including travel to 16 City facilities and 2 post offices.
Facilities ManagementManagement of Building / Parking LeasesTraditionalEnsure payment for leases are appropriated and paid when due. Ensure landlords are fulfilling terms of the lease. Operate as property manager for city-owned properties leased to other organizations.
Facilities ManagementBuilding Access ManagementEssentialEnsure continuous operation of the building access system for City facilities; Provide badge access to staff when requested from a director/executive team member or to contractors when City projects are underway. Maintain accurate user database to assure property security.
Facilities ManagementCopier MachinesEssentialMonitor contract quarterly to ensure required functioning of machines. Renew contract prior to termination.
Facilities ManagementEmergency OperationsEssentialAnnual review of emergency operations protocol/updates. Begin emergency preparations, secure personnel and resources 3 days prior to event (when notice provided).
Facilities ManagementTraining/MembershipsTraditionalSchedule trainings for staff to enhance work performance, knowledge and competencies. Annual maintenance of technicians’ certifications and membership of professional associations.
Facilities ManagementTier II Chemical Inventory/ReportMandatoryAnnually prepare and submit regulatory required chemical inventory report to the Texas Commission on Environmental (TCEQ) by March 1st of every year.
Facilities ManagementFacility Condition AssessmentsTraditionalCompletion of a comprehensive facility condition assessment of city owned facilities every five years.
Facilities ManagementFacilities Master PlanTraditionalAnnual review of the facilities master plan and drafting of summary report. Update to Facilities Master Plan completed.
Facilities ManagementWork Orders/Service RequestsEssentialRequests are reviewed within 1 business day, prioritized in accordance with the City's Guidelines for Requesting Assistance from Facilities Management Division Policy and responded to on a priority basis. Emergency situations are addressed immediately.
Facilities ManagementBuilding InspectionsEssentialComplete monthly, quarterly and annual facility inspections of approximately 24 City facilities (inspection frequencies vary). While Facilities assists with maintenance at other City facilities, inspections are not completed on all buildings. Inspections include a review of interior and exterior conditions such as HVAC systems, electrical, plumbing, exterior grounds, roof, walls/foundations, elevators, security, and life safety systems.
Facilities ManagementFlagsMandatoryInstallation, maintenance and replacement of 52 flags at 24 City facilities when damages/tears are identified by Facilities staff or reported through the work order system. Movement of flags to half-staff as directed by President or Governor.
Facilities ManagementBuilding MaintenanceEssentialEnsure building maintenance and inspections are completed per the terms of the contract. Minor maintenance such as light bulb replacement, air filter replacement, etc. completed by internal staff through work order process.
Facilities ManagementBuilding RepairsEssentialBuilding repairs are scheduled and completed as identified by Facilities staff or reported through the work order system; they are completed by in-house staff and contractors depending on staff availability and type of repair required.
Fleet ReplacementAsset DisposalEssentialBegin asset disposal process within 20 business days from the day vehicle is identified by Fleet Services as no longer in use. Process to include clearance with City Secretary, auto detailing, development of auction documentation/photos, auction posting, inspections, sale and completion of asset disposal form.
Fleet ReplacementVehicle/Equipment AcquisitionEssentialInitiate process to purchase vehicles/equipment within five business days of vehicles purchase approval by City Council or the appropriate designated authority. Process to include compiling vehicle/equipment lists, obtaining quotes/bids/approvals, and placing orders.
Fleet ReplacementVehicle Make Ready ProcessEssentialSchedule outsourced functions within ten business days of vehicle delivery; begin equipment install within ten business days of receiving vehicle and associated equipment (after any outsourced work completed).
Fleet ReplacementDevelop Fleet Replacement ScheduleEssentialDraft fleet replacement schedule and submit to the Budget Office in March each fiscal year.
Fleet ServicesDocument/Track Fleet AssetsEssentialComplete an annual inventory in December of all fleet assets based on fleet inventory database that includes visual inspection of condition, damage, and registration status.
Fleet ServicesParts InventoryEssentialComplete a monthly inventory of all parts on hand, including a physical count of the inventory and reconciliation with the accounting system.
Fleet ServicesWork Orders/Service RequestsEssentialInitiate work order processing within 1 business day of receipt;  (Begin diagnostics/order parts/determine anticipated completion date).
Fleet ServicesInvoice Processing/BillingEssentialReview all invoices as they are received; Process invoices/fuel usage and bill respective department within 15 business days.
Fleet ServicesContract ManagementEssentialMaintain all contracts and remain within 1% of approved budget. Receipt invoices within 1 business day, according to Interdepartmental Accounts Payable Policy (AC 101).
Fleet ServicesManufacturer Warranties / Safety RecallsEssentialBegin process to notify departments and schedule warranty/recall work (internally or with 3rd party vendors) within seven business days of notification. Turnaround time will be prioritized based on severity of the outstanding issue.
Fleet ServicesEmergency OperationsEssentialAnnual review of emergency operations protocol/updates. Begin emergency communications with fuel vendor immediately upon identification of a hurricane/system in the Gulf. Secure personnel and resource three days prior to event (when notice provided).
Fleet ServicesEmergency Vehicles & Fuel System CertificationsMandatoryEmergency Vehicle Technician Certification required by all technicians servicing a fire apparatus or medic. Maintain a Class A/B and C Underground Storage Tank (UST) certifications for onsite personnel where an UST is present. Ensure all technicians have a State Inspection Certification required for performing state inspections.
Fleet ServicesTraining/MembershipsTraditionalTrainings to enhance overall vehicle maintenance and to stay up to date with changing technologies, including Automotive Service Excellence (ASE) Certifications; Freon Certification; Fleet diagnostic software; General Motors (GM) and Ford certifications; equipment certifications; etc.
Fleet ServicesInspect/Maintain Fuel Storage TanksMandatoryConduct annual tank tightness and line testing. Inspect overfill every 60 days. Complete Texas Commission on Environmental (TCEQ) forms in compliance with specified requirements in preparation for TCEQ audit that occurs approximately every 3 years.
Fleet ServicesAfter-Hours / On-Call ServicesTraditionalStaff will acknowledge call within 15 minutes of receipt. Technician dispatched as needed and will respond within one hour.
Fleet ServicesPreventative MaintenanceEssentialPerform all preventative maintenance according to vehicles and equipment manufacturer recommendations.
Fleet ServicesFuel InventoryEssentialRecord fuel levels on a daily basis at two locations; place orders for fuel when fuel levels are below 25% of overall tank capacity.
Fleet ServicesState Inspection/RegistrationMandatoryNotify department 30 days prior to expiration of Inspection/Registration. Initiate process to perform inspection and obtain new sticker/license plate within 5 business days of receiving vehicle at fleet shop. Notify department once new sticker/plate is obtained and ready for placement on the vehicle.
Fleet ServicesVehicle/Equipment RepairsEssentialRepairs prioritized by Fleet Division per interdepartmental policy FM 108-Fleet Maintenance and Service and based on emergency status and availability of resources; emergency response vehicles are designated as the highest priority.
Food InspectionPermanent Food Establishment Permits & Retail Frozen Dessert Manufacturing Permit (renewal)MandatoryMail annual Permanent Food Establishment Permits and Retail Frozen Dessert Manufacturing Permit within 30 days of receipt of payment.
Food InspectionPermanent Food Establishment Permits & Retail Frozen Dessert Manufacturing Permit (Tenant Change/Change of Ownership)MandatoryPrepare permit/payment paperwork and submit to the Treasury Office within one business day of approval. Customer will receive permit upon making payment via the City's Treasury Office. 
Food InspectionMobile Food Establishment PermitsMandatoryDesign plans for the mobile unit are reviewed by both Food Inspection and the Fire Department for compliance with the Fire Code and Texas Food Establishment Rules. Should the mobile unit meet the code requirements, staff will prepare permit/payment paperwork and submit to the City's Treasury Office The permit is issued the same day the customer provides receipt of payment from the Treasury office and passes the on-site inspection.
Food InspectionTemporary (Type 1) Food Establishment PermitsMandatoryThe temporary food establishment permits (type 1) are processed within 2 days business days of receipt of fully completed applications. Prepare permit/payment paperwork and submit to Treasury within one business day of approval. Customer will receive permit upon making payment via Treasury.
Food InspectionTemporary (Type 2) Food Establishment Permits EssentialRoute the temporary food establishment permits (type 2) applications for approval within 2 business days of receipt of fully completed application. Obtain Fire-EMS, Economic Development and Planning Department responses within 5 business days. Renewal notice emailed within 30 days of permit expiration date.
Food InspectionPermanent Food Establishment InspectionsEssentialAll Permanent Food Establishment Inspections inspected twice a year for compliance with the Texas Food establishment rules per the Texas Department of State Health Services.
Food InspectionPublic school and licensed daycare Food Establishment InspectionsMandatoryAll Public school and licensed daycare Food Establishment Inspections conducted twice a year in compliance with the Texas Food establishment rules per the Texas Department of State Health Services.
Food InspectionMobile Food Establishment InspectionsEssentialMobile Food Establishment Inspections once a year upon permit renewal and within five days of request from owner. Food safety and Fire inspections are coordinated by Food Inspection and conducted simultaneously.
Food InspectionContract Management (Frozen Dessert)EssentialMaintain all contracts and remain within 1% of approved budget. Receipt invoices within 1 business day, according to Interdepartmental Accounts Payable Policy (AC 101).
Food InspectionFrozen Dessert SamplingEssentialTest all frozen dessert sampling establishments within the fiscal year. Test for E.coli, Total Coliform, and Standard Plate Count. Retest establishments with failing bacterial levels (established by State Dairy Rules) within the fiscal year.
Food InspectionTemporary Event InspectionsEssentialWhen an event has at least three vendors selling more than four food items, an inspection is automatically triggered. For other events, the Food Inspection Manager will assess the potential risk to the general public in order to determine whether an inspection is necessary.
Food InspectionInvestigation of Citizen ComplaintsEssentialInvestigation of citizen complaints 24-48 hours from receipt of the complaint excluding weekends.
Food InspectionAfter-Hours / On-Call ServicesEssentialStaff will acknowledge call within 15 minutes of receipt.
Food InspectionEmergency InspectionsEssentialOn-site response for emergency calls within one hour.
Food InspectionConsultationsTraditionalConsultations provided as needed or when requested by establishments. Also includes mass mail-outs to operators of food establishments to provide regulatory updates.
Food InspectionPre-Operational InspectionsEssentialPre-Operational Inspections conducted within 5 business days of request from the contractor or business owner.
Food InspectionPrepare/Present Ordinance ModificationsEssentialPrepare and submit city ordinance modifications to the City Council as the required.
Food InspectionTraining/CertificationsMandatoryThe Registered Sanitarian license must be renewed every two years and requires 12 hours of continuing education.
Food InspectionTraining/MembershipsTraditionalMemberships to professional associations allow for on-going continuing education opportunities and allow employees to stay updated on industry practices.
Food InspectionDesign Plan ReviewMandatoryReview construction plans for code compliance within 14 days for new submittals, 7 days for re-submittals, and provide comments to Planning and Building Safety Departments utilizing Bluebeam software.
Rental RegistrationApplication Administration & RenewalEssentialRenewal invoice mailed out 60 days prior to license expiration. Application processed within 4 days of receipt of completed application.
Rental RegistrationInspections (Exterior Only)EssentialAnnual exterior inspections are conducted within 7 business days of receipt of application.
Rental RegistrationInspections (Exterior / Interior)EssentialWhen a property is vacant, both an interior and exterior inspection are conducted. These inspections (exterior/interior) are conducted within 15 days of receipt of application, based on property owner and staff availability.
Rental RegistrationRental LicensingEssentialRental licensing issued within 30 days of inspection completion or issuance of letter informing owner of application denial.
Rental RegistrationInvestigation of Citizen ComplaintsEssentialInvestigation of Citizen Complaints 24-48 hours from receipt of the complaint excluding weekends. Provide notification to the property owner prior to investigating a tenant complaint.
Rental RegistrationInvestigation / Abatement of ViolationsEssentialIssue notices of violation in accordance with State law, City policies, best practices as identified by the City Prosecutor, and Standard Operating Procedures (specific timeframes for actions) for failure to comply with licensing and property maintenance requirements. Bi-monthly verification that properties listed on various real estate websites are operating in accordance with city regulations. Weekly search for properties offered for short-term rent in violation of zoning regulations. (Opportunities for potential program efficiencies have been identified with the utilization of a software designed to report short term rentals.)
Rental RegistrationCitation AdministrationEssentialWhen it is determined that a citation is appropriate, a Statement of Intent (SOI) will be submitted to the City Prosecutor for review/approval. The SOI will include specific case details, notices of violation, correspondence and photos. Staff will attend the monthly Code Docket and prepare updated case information for the Prosecutor to review and use during the Code Docket. Respond to any of the Prosecutor's additional questions during the docket.
Rental RegistrationBuilding Standards CommissionEssentialPrepare Building Standards Commission agenda requests and presentation material for those cases that involve appeals to staff's denial of a Rental License application. Support the Building Safety Department's efforts to send information to Commissioners and schedule necessary training/orientations. Provide the Building Safety Department with necessary inspection details and photos as needed to provide the Building Standards Commission the information needed to render a decision and issue an Order.
Rental RegistrationTraining/CertificationsMandatoryThe Code Enforcement Officer license must be renewed every two years and requires 12 hours of continuing education.
Rental RegistrationTraining/MembershipsTraditionalMemberships to professional associations allow for on-going continuing education opportunities and allow employees to stay updated on industry practices.
Rental RegistrationPublic OutreachTraditionalAs needed or requested, present at Quarterly Homeowners Association (HOA) meetings and Real Estate Office team meetings.
Solid WasteResidential Program ManagementMandatoryManage the residential solid waste and recycling contract, the textile recycling contract, the Keep Sugar Land Beautiful contract, and two contracts for tire and residential cooking oil recycling. The division is responsible for the initiation, process, monitoring, and completion of contracts and agreements. Division staff will coordinate environmental outreach programs and special events.
Solid WasteCommercial Exclusive Franchise AgreementEssentialManage the exclusive franchise contract for providing commercial solid waste collection and disposal within the City. Monitor licensing of companies, record keeping, and enforcement of City Ordinances.
Solid WasteCommercial Licensing ProgramTraditionalMonitor commercial licensing of solid waste, liquid waste, and recycling companies, receive quarterly reports and fees, record keeping, enforcement of City Ordinances, and maintenance of online list of registered operators.  Division staff will investigate customer complaints within one hour of receipt of notification.
Solid WasteDebris ManagementMandatoryMaintain on-call debris monitoring and removal contracts and activate contracts prior to a potential debris event. Asses debris, develop clean-up plan, and monitor collections as required for Federal Emergency Management Agency (FEMA) reimbursement.
Solid WasteHazardous Waste ResponseMandatoryMaintain hazardous waste response contract and activate contract when a hazardous waste release event occurs. Manage and monitor mitigation completed by contractor.
Solid WasteRegional CoordinationTraditionalRepresent the City at Houston-Galveston Area Council (HGAC) cooperatives.
Solid WasteGrant ManagementQuality of LifeResearch, prepare, apply, and implement grant program funding.
Solid WasteContract ManagementTraditionalMaintain all contracts and remain within 1% of approved budget. Receipt invoices within 1 business day, according to Interdepartmental Accounts Payable Policy (AC 101).
Solid WasteAfter-Hours / On-Call ServicesEssentialStaff will acknowledge after-hours calls within 15 minutes of receipt.
Solid WasteEmergency InspectionsEssentialOn-site response for emergency calls within one hour.
Solid WasteInvestigation of Citizen Initiated Service RequestsTraditionalDivision staff will respond to service requests within one business day.
Solid WasteCitation AdministrationEssentialWhen it is determined that a citation is appropriate, a Statement of Intent (SOI) will be submitted to the City Prosecutor for review/approval. The SOI will include specific case details, notices of violation, correspondence and photos. Staff will attend the monthly code docket and prepare updated case information for the Prosecutor to review and use during the docket. Respond to any of the Prosecutor's additional questions during the docket. (Staff have identified an opportunity for additional training on documentation requirements and submission process to more efficiently prepare SOIs.)
Solid WasteTraining/CertificationsMandatoryMaintain Code Enforcement Officer certification which requires renewal every two years with 12 hours of continuing education.
Solid WasteTraining/MembershipsTraditionalMemberships to professional associations allow for on-going continuing education opportunities and allow employees to stay updated on industry practices. Attend solid waste and recycling annual conferences to receive information on regulatory changes and industry developments.
Solid WasteCustomer Service SurveyQuality of LifeConduct quarterly customer service survey of solid waste contractor call center. Provide report to contractor.
Solid WasteInternal ControlEssentialPerform all cash handling procedures in compliance with the City's Interdepartmental Cash Handling and Cash Drawer Policy and Procedure (BR 101).
Stormwater ManagementTraining/CertificationsMandatoryMaintain Hazardous Waste Operations and Emergency Response (HAZWOPER) certification which requires annual renewal with an eight hour in-person refresher course. Host three annual internal staff trainings on MS4 General Permit requirements, conducted by external trainer.
Stormwater ManagementTraining/CertificationsTraditionalMemberships to professional associations allow for on-going continuing education opportunities and allow employees to stay updated on industry practices. Attend stormwater annual conferences to receive updates on regulatory changes.
Stormwater ManagementCitation AdministrationEssentialWhen it is determined that a citation is appropriate, a Statement of Intent (SOI) will be submitted to the City Prosecutor for review/approval. The SOI will include specific case details, notices of violation, correspondence and photos. Staff will attend the monthly Code Docket and prepare updated case information for the Prosecutor to review and use during the docket. Respond to any of the Prosecutor's additional questions during the docket.
Stormwater ManagementContract ManagementTraditionalMaintain all contracts and remain within 1% of approved budget. Receipt invoices within 1 business day, according to Interdepartmental Accounts Payable Policy (AC 101).
Stormwater ManagementAfter-Hours / On-Call ServicesTraditionalStaff will acknowledge after-hours calls within 15 minutes of receipt.
Stormwater ManagementEmergency InspectionsEssentialOn-site response for emergency calls within one hour.
Stormwater ManagementImpaired Water Bodies and Total Maximum Daily Load (TMDL)MandatoryIn accordance with Municipal Separate Storm Sewer System (MS4) General Permit No. TXR040111 issued by the Texas Commission on Environmental Quality (TCEQ). Division staff will coordinate with the Bacteria Implementation Group for water quality efforts in the Upper Oyster Creek watershed. The City will utilize a contractor to conduct sampling of Upper Oyster Creek every other year.
Stormwater ManagementPublic Education, Outreach and InvolvementMandatoryIn accordance with Municipal Separate Storm Sewer System (MS4) General Permit Number TXR040111 issued by Texas Commission on Environmental Quality (TCEQ). Division staff will develop, acquire, and distribute educational material to the community. Maintain the stormwater section of City's website. Continue to co-sponsor the Storm Drain Marker Installation Program with Keep Sugar Land Beautiful (KSLB). Annually, sponsor one community environmental class, business education class and student presentation. Continue to co-sponsor at least one outreach event with KSLB to help educate the community on the importance of stormwater management activities. Continue to co-sponsor Adopt-a-Spot collection activities with KSLB. Continue to co-sponsor the Texas Stream Team Water Quality Monitoring Program with KSLB, and provide data to the TCEQ. Continue to co-sponsor annual Trees Across Sugar Land event with KSLB. Continue to host at least two speaking events with KSLB through the Speakers Bureau program.
Stormwater ManagementIllicit Discharge Detection and EliminationMandatoryIn accordance with Municipal Separate Storm Sewer System (MS4) General Permit No. TXR040111 issued by TCEQ- Division staff will investigate all illicit discharge complaints immediately upon receipt. Perform dry weather screening in priority areas likely to have illicit discharges and document basis for selection. Track the amount of household hazardous waste and electronic waste collected via City solid waste program and report annually to TCEQ. Develop a floatables control program to help reduce the amount of floatable material being discharged in stormwater runoff.
Stormwater ManagementConstruction Site Stormwater Runoff ControlMandatoryIn accordance with Municipal Separate Storm Sewer System (MS4) General Permit No. TXR040111 issued by Texas Commission on Environmental Quality (TCEQ). Throughout the year, division staff will conduct site inspections at active construction sites. Division staff will review Land Disturbance applications to ensure compliance with the TCEQ Construction General Permit (CGP) No. TXR150000. Division staff will conduct pre-construction meetings for contractors with approved Land Disturbance permits. Meetings will educate contractors on stormwater regulations.
Stormwater ManagementPost Construction Stormwater Management in New Development and Re-developmentMandatoryIn accordance with Municipal Separate Storm Sewer System (MS4) General Permit No. TXR040111 issued by Texas Commission on Environmental Quality (TCEQ). Throughout the year, division staff will review post-construction maintenance plans submitted by contractors. Staff will inspect post-construction stormwater controls to ensure proper operation and maintenance.
Stormwater ManagementPollution Prevention and Good Housekeeping for Municipal OperationsMandatoryIn accordance with the Municipal Separate Storm Sewer System (MS4) General Permit Number TXR040111 issued by Texas Commission on Environmental Quality (TCEQ). Division staff will maintain an inventory of City facilities and stormwater management standard operating procedures (SOPs). Staff will inspect facilities and evaluate SOPs to minimize pollution in stormwater runoff. Staff will provide oversight of City contractors and municipal Operation and Maintenance activities to minimize stormwater pollution. Staff will host annual internal staff trainings on good housekeeping practices and pollution prevention. Staff will evaluate City-owned flood control structures for their potential to minimize stormwater pollution.
Stormwater ManagementIndustrial Stormwater SourcesMandatoryIn accordance with the Municipal Separate Storm Sewer System (MS4) General Permit Number TXR040111 issued by Texas Commission on Environmental Quality (TCEQ). Division staff will develop inspection procedures and an industrial stormwater source ordinance to regulate stormwater discharges from applicable facilities. Staff will identify regulated facilities and conduct educational outreach on inspection requirements. Division staff will implement procedures and policies for inspecting industrial stormwater sources.
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