The City Manager's Office is the focal point of the day-to-day administration of Rockville City Government.
The Office coordinates with the Mayor and Council to enact and implement City policy and to coordinate the policy agenda by providing management and administrative support.

	City Manager Scott Ullery
	City Manager's Office Programs:
	- Citizen Satisfaction Survey         - Citizen Service Requests         - Customer Service Standards          - Human Rights & Community Mediation         - Intergovernmental Program         - Neighborhood Resources Program         - Organizational Development Services         - Public Information Office         - Public Participation
	Budget Information
	City Manager's Office Staff Directory
	City Organization
	Council-Manager Form of Government
	Department Mission Statements and Division Purposes
	Mayor and Council Vision, 2020
	Status of City Projects Related to the Vision Priorities

City Manager's Office Programs

Citizen Satisfaction Survey 
Driven by the Performance Measurement Program, every two years the City administers a citizen satisfaction survey. The survey is used to gather citizen perception data. Surveys are mailed to 2,000 randomly selected households. Survey participants are asked to rate their satisfaction with the quality of life in the City, the community’s amenities, and with local government.

If you have any questions about the citizen satisfaction survey, please contact Louise Atkins, Council Support Specialist, at 240-314-8106.

Citizen Service Requests
We welcome citizens, who have a request, problem or comment concerning City services, to send your information to us.

The City of Rockville is proud to have a dedicated work force that is responsive to citizen's needs. When you call a department directly, you will receive a prompt response to your request or concern. For citizens who still have questions or concerns after contacting the appropriate department, the service request coordinator can provide assistance by assigning responsibility for your query to the appropriate City department for action and by ensuring a timely response.

For further information about the citizen service requests, or if you have a concern or problem related to any City service that you feel needs attention, please submit the online Citizen Service Request Form; or call the service request coordinator at 240-314-8139; or stop by the City Manager's office in City Hall at 111 Maryland Avenue.

Customer Service Standards
The City's Customer Service Standards were created for employees to follow to ensure that the quality of service to all our customers meets or exceeds their expectations.

Here at the City of Rockville, our reason for existence is customer service. We are here to serve the citizens of Rockville and enhance their quality of life. On February 28, 2000, the City of Rockville Customer Service Standards were formally adopted. We believe the level of customer service that citizens receive from our employees has a major impact on citizen satisfaction with city services.

For more information, please contact the City Manager's Office at 240-314-8106.

Human Rights & Community Mediation
Human Rights and Community Mediation is designed to assist in resolving conflicts that arise in our community. Mediation sessions may involve disputes between neighbors, roommates, co-workers, a patron and business, and organizations. This program also handles allegations of discrimination and Americans With Disabilities concerns in the City of Rockville. For assistance, please contact Human Rights and Community Mediation Administrator Janet Kelly at 240-314-8316.

• Active participation in the Maryland Municipal League - The Maryland Municipal League represents the collective effort of elected and appointed municipal officials of over 150 municipal governments throughout the state and aims to enact legislation that strengthens the capacity of municipal government.
  
• Ongoing communication with the District 17 State Delegation - By maintaining a team relationship with the District 17 Delegation (Senator Jennie Forehand and Delegates Kumar Barve, James Gilchrist, and Luiz Simmons), the Mayor and Council are able to secure state funding as well as legislation for the interests of all Rockville citizens.
• Continual monitoring and review of Montgomery County issues affecting the City - As the county seat of Montgomery County, there are times that county legislation or policy directly impacts the City's municipal authority; therefore, staff manages the ongoing monitoring and review of county issues.

Annually, the Mayor and Council direct staff to focus on key legislative initiatives during the legislative session. For the 2011 General Assembly Session, Rockville's 2011 legislative priorities are:

• Negligent Homicide Legislation
• Statewide Stormwater Management Utility Legislation
• Highway User Revenue Restoration/Enhanced Revenue Raising Authority Legislation

The Mayor and Council welcome feedback on their Intergovernmental Program. If you would like to make a suggestion, please contact the City Manager's Office at 240-314-8100 or Linda Moran, Assistant to the City Manager, at 240-314-8115.

Neighborhood Resources Program
The Neighborhood Resources Program is based on the core belief that a strong partnership with neighborhoods will improve City services and strengthen communities. The program supports and empowers neighborhood associations, as well as facilitates effective communication between the community and City government.

Organizational Development Services
The Organizational Development function within the City Manager’s Office promotes improved performance in departments, divisions and individual work groups throughout the City of Rockville. Services available to senior managers and client departments include: performance consulting, strategic planning and management facilitation, training, executive coaching and leadership development, change management and team building.

Public Information Office
The Public Information Office (PIO) and the Graphics and Printing Division, in collaboration with the Web Administrator and The Rockville Channel staff, increase citizen understanding of, awareness of, and participation in City government programs, projects and services through the media and Rockville's publications.

The PIO produces and distributes Rockville Reports, the official publication of the Mayor and Council. As the City's newsletter, it provides timely and useful information about the activities and programs the City of Rockville has to offer. It is published monthly at City Hall and delivered to all residents and businesses of Rockville.

• News Releases
• Rockville Reports

The PIO works with student interns each semester and is currently seeking one communication and one photography intern.

• Communication Intern Description and Application Requirements
  
• Photography Intern Description and Application Requirements

For more information, contact Marylou Berg, Communciation Manager, at 240-314-8105.
   

Public Participation
There are many ways Rockville City government welcomes citizen involvement in the decision-making process.

The City Manager's Office guides and fosters the efforts of all City departments to ensure civic participation in the decision-making processes of Rockville. The City Manager's Office, in coordination with other City departments, provides citizens with timely and accurate information about City projects and important decisions that may affect them. The Project Implementation Coordinator works with individuals, citizen groups, other interested parties and City staff to foster partnerships and create solutions to difficult issues facing the City, and works closely with those who may be affected by City projects. Every effort is made to keep citizens informed about City projects, land use planning and development issues by holding public meetings, citizen task forces, special open house events, hearings, and education through cable television, City publications, the City's Web site and direct mail.

For more information, please contact Marylou Berg, Communication Manager, at 240-314-8105.

City Manager's Office - Staff Directory

Name	Position	Email	Telephone
Scott Ullery	City Manager	citymanager@rockvillemd.gov	240-314-8102
Jennifer Kimball	Assistant City Manager	jkimball@rockvillemd.gov	240-314-8104
Michelle Poche Flaherty	Organizational Development Manager	mpoche@rockvillemd.gov	240-314-8118
Marylou Berg	Communication Manager	mberg@rockvillemd.gov	240-314-8105
Nancy Zombolas	Graphics & Printing Supervisor	nzombolas@rockvillemd.gov	240-314-8121
Linda Moran	Assistant to the City Manager	lmoran@rockvillemd.gov	240-314-8115
Barbara Coupe	Administrative Support Coordinator	bcoupe@rockvillemd.gov	240-314-8101
Louise Atkins	Council Support Specialist	latkins@rockvillemd.gov	240-314-8106
Maria Arze	Secretary I	marze@rockvillemd.gov	240-314-8109
Tanya Hines	Secretary I	thines@rockvillemd.gov	240-314-8113
Elaine Hebron	City Hall Facilities Manager	ehebron@rockvillemd.gov	240-314-8111
Janet Kelly	Human Rights and Community Mediation Administrator	jkelly@rockvillemd.gov	240-314-8316
Hjarman Cordero	Neighborhood Resources Coordinator	hcordero@rockvillemd.gov	240-314-8344
Rocio Estrada	Neighborhood Resources Coordinator	restrada@rockvillemd.gov	240-314-8345
Orlando Heyliger (On Military Leave Until 6/11)	Neighborhood Resources Coordinator	oheyliger@rockvillemd.gov	240-314-8343
Sylvia England	Graphics Specialist	sengland@rockvillemd.gov	240-314-8123
Lori Russler	Graphics Specialist	lrussler@rockvillemd.gov	240-314-8122
Eric Ferrell	Copy Center and Mail Specialist	eferrell@rockvillemd.gov	240-314-8127
Leon Porter	Printing Specialist I	lporter@rockvillemd.gov	240-314-8126
Nikita Jones	Printing Specialist II	njones@rockvillemd.gov	240-314-8125
Betsy Robbins	Web Administrator	brobbins@rockvillemd.gov	240-314-8166
Sheila Hadley	Web Assistant	shadley@rockvillemd.gov	240-314-8167
JoAnn Grbach	Public Information Specialist	jgrbach@rockvillemd.gov	240-314-8116
Shannon Loomis	Public Information Specialist	sloomis@rockvillemd.gov	240-314-8117
Isaac Asare	Video Technician	iasare@rockvillemd.gov	240-314-8183
Hagop Balekjian	Cable TV Production Specialist II	hbalekjian@rockvillemd.gov	240-314-8186
Bridget Broullire	Station Manager	bbroullire@rockvillemd.gov	240-314-8187
Aaron Dawkins	Associate Producer/Director	adawkins@rockvillemd.gov	240-314-8184
Tony Plaia	Cable TV Production Specialist II	tplaia@rockvillemd.gov	240-314-8185