Creating Standard Operating Procedures (SOPs) in Code Enforcement
Every code enforcement department has its own way of handling the many steps involved in the enforcement process, from how you take complaints to when you conduct a follow-up or prepare for court. These are often referred to as standard operating procedures (SOPs) – the collection of step-by-step repeatable processes for the routine set of tasks that make up the daily work life of a code enforcement officer.
While every code enforcement department likely has a collection of standard processes it routinely follows, not every team has a formalized, written-down version of their SOPs – which could be negatively impacting the department.
In our recent webinar on SOPs, more than 70% of code enforcement officers reported that their department either doesn’t have SOPs or hasn’t updated theirs in more than six months.
If you fall into the category of officers without formal SOPs, this post is for you. We’ll cover the benefits of standard operating procedures – and why you should absolutely have them for legal defensibility – then offer some guidance on how to create or update your own.
The Benefits of Standard Operating Procedures (SOPs) for Code Enforcement
For those departments that barely have time to get through all their daily activities, sitting down and formally writing out SOPs probably sounds like too time-intensive of a process – but we wouldn’t encourage you to do so without good reason.
At Comcate, we see three primary benefits of establishing SOPs for code enforcement:
Efficiency
By defining workflows, you’re providing clear step-by-step guidelines for routine tasks. Code enforcement sometimes requires officers to make judgment calls. Doing so on a case-by-case basis can quickly become overwhelming, leading to decision-making fatigue. When you clearly outline processes and standards for common situations, you remove the need to make difficult decisions over and over, which can lead to efficiency gains.
Formalized SOPs can also be a useful tool for training new employees, helping them get up to speed sooner. While an SOP won’t cover every possible situation a new hire might encounter, it can at least offer answers to common questions. Rather than wait for guidance from a veteran officer, new hires can solve their problem on their own.
Consistency for Legal Defensibility
Having formal SOPs helps provide consistent enforcement of local regulations. Code enforcement often operates in a gray area that includes room for independent judgment and subjectivity. While this might allow officers to offer leniency to property owners in a difficult position, it also leaves officers open to accusations of selective enforcement and unfair treatment of citizens.
Formal SOPs can reduce that subjectivity by providing a resource to reference back to in these situations. When you follow a clearly outlined procedure, it reduces the risk of liability, which in turn provides stronger legal defensibility. Well-documented procedures enhance the department’s ability to defend its actions in court, protecting the jurisdiction’s interest and reducing legal risks.
Transparency
Standard operating procedures can also help to enhance transparency not only with residents but within your agency. By ensuring consistency, standard operating procedures ensure equal treatment for all residents and staff, which helps to build trust with both the public and internal teams. It also lets internal teams know what tasks you can and cannot do. When asked to do something that doesn’t fall within your standard operating procedures, you can point to your SOPs and say “sorry but we can’t,” which takes some pressure off your department and puts it on a neutral resource.
How to Create Standard Operating Procedures for Code Enforcement
Almost every department has standard operating procedures because every team has their own set of processes for handling cases – it’s just a matter of getting them formally written down and distributed.
If you currently work in a department that has no pre-existing formal standard operating procedures, it probably feels overwhelming to get started, so here’s a few tips to help you on your way.
Start simple
The important thing is just to begin at all, so start wherever it is easiest for you, whether that’s in the middle and working out, starting at the end and working backwards, or something else. So long as the end result goes end-to-end from initiation to compliance, you’ll be set. At this point, don’t worry about formatting – just get words on paper.
Identify key processes and tasks
As you work through your processes, focus attention on the largest time-drivers: what do you spend the most time on everyday? Consider divvying up tasks into “buckets” of activities like intake, inspections, notices, abatements to help organize your thinking.
Pro Tip: By mapping out your current processes, you will likely find ways to create efficiencies in your current workflow. For example, as you work on those steps that take the most time, ask yourself “Why does this part take so long? What could make it more efficient?” You may find redundancies or unnecessary steps in the process of making an SOP, which can help give you time back in your day-to-day. For more on how to find efficiencies in daily workflows, check out our webinar Unlocking Efficiency in Code Enforcement.
Schedule time early or late in the day
For busy teams (and teams of a single officer), finding time to work on SOPs can be a challenge. Try dedicating time either first thing in the morning, before the day gets fully in swing, or last thing in the evening before going home to allow yourself an uninterrupted block of time to focus.
Involve key stakeholders
Getting management on board can be beneficial in multiple ways. Not only can you gain permission to set aside the time for the project, but they may have additional perspective to offer that can help create efficiencies in your SOPs. This is particularly true for code enforcement teams that operate within a police department, which should already have their own SOPs in place. Asking the right questions to the right people may turn up resources you didn’t know you had.
Stakeholders also include other team members or even citizens. Remember that stakeholders are more likely to give feedback if you give them context for WHY you are working on this project (i.e. make training new hires more efficient, provide additional legal defensibilities, etc.)
Create your first draft
Remember: you don’t have to get it perfect in your first attempt. Put everything down, then go back and edit. As you work toward the final project, try to keep your SOPs to a single page. If your SOP becomes too complicated, it won’t be good for training. Your end result should be a simple, easy-to-follow document, not an in-depth manual. Remember, if you can’t explain it simply, you may not understand it well enough.
Ensure clarity and accessibility
Get feedback, refine your document, then distribute it. Consider laminating a copy and giving it to new hires when they start. Send a copy to managers and other relevant officials.
Revisit once a year
An SOP should be a living document – not a set-it-and-forget-it task. As your processes change, update your SOPs to ensure accuracy and legal defensibility.
Tools and Templates for Creating SOPs
The good news is that your SOPs don’t need to be fancy in terms of formatting. Google Docs or Microsoft Word are good enough. If you want to put together a flow chart version, try using Google Drawings (free for Google accounts) or Microsoft Vizio (if you’re a Microsoft office).
If you need a template to get started, check out these resources.
If you feel your organization needs professional help with establishing standard operating procedures, some of our favorite consultants include:
At Comcate, we work through standard operating procedures as part of the software implementation process with all our code enforcement clients. If you are interested in learning more about how software could improve your efficiency, update your record keeping and make life easier in general, fill out the form below and one of our consultants will be in touch.
Schedule a Meeting with Comcate Today!
Learn how Comcate can help make government delivery simple, and offer a modern digital experience to help you increase transparency, efficiency, and performance across your departments. If you have any questions about implementing our software, please fill out the form below or call us directly at (415) 632-1248.
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