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Officials still working on audit changes

By Mathew Plamondon - Staff Writer | Apr 25, 2019

Kim Kleiner, right

NASHUA – City leaders continue making progress toward the goals established by the Assessing Audit in the aftermath of its March 1 release.

Mayor Jim Donchess ordered the audit amid concerns about how officials in the Assessing Department were conducting business, particularly regarding how they determined the value of certain properties for taxing purposes.

Some changes are clear, as the position of chief assessor, which Jon Duhamel maintained at the time, no longer exists. Also, the city reestablished the position of administrative services director.

Other suggestions in the report called for updating policies and procedures with in the assessing office, more effective use of software, development of training programs, and investing in a full list of all city property for the first time in decades.

Kleiner On The Case

Kim Kleiner, who already served as chief of staff to Donchess, is now acting administrative services director. She asks residents to remain patient with the process.

“I understand that when you have an audit that is put out like this, people want to see change right away,” Kleiner said. “You need to make sure that your change is very strategic, and that you’re not just making rash decisions.”

“You want it to be sustainable, and I think we are making a tremendous amount of changes, process, conversions, more research – in a very short amount of time,” Kleiner added.

Kleiner may become the new full-time administrative services director, pending her May 6 interview with Board of Aldermen members.

Kleiner noted new procedures implemented, one through which anyone entering the assessing area at City Hall is asked to sign in and out of the office – logging date, name, reason for their visit and times in and out of the department. Another change, implemented on the suggestion of a department employee, is a request form for information.

The new Request to View Files for Copy of Document form, Kleiner said, applies to any individual who is looking to view documents that are not their personal files. Any individual looking to see his or her own property card will be given that information without hesitation.

Kleiner said this is to reduce the burden on employees.

“When you come in and you ask for over 50 property files, that’s overwhelming for staff that is trying to get done their workload that has statutory deadlines,” Kleiner said, referencing the work department employees do. This includes the capturing of permits, processing abatements, filing exemptions and credits, among other tasks.

“The staff was a little overwhelmed, wondering, ‘Do I stop helping other customers to do 50 property cards?’ You’re talking 10 to 15 minutes per file,” Kleiner added.

Kleiner said the policy gives the office five days to get back to residents to let them know when the information they request will be available. It also establishes fees for copying the information.

The form is online (www.nashuanh.gov/FormCenter/Assessing-24/Request-to-View-Files-or-for-Copy-of-Doc-129) so those looking for information do not need to physically be at City Hall to make a request.

Kleiner said any concerns members of the public have are reviewed by staff members when they review policies.

In one instance, Kleiner cited Berkeley Street property owner Laurie Ortolano’s concerns about the “view factor” and how it plays out in the assessment of a property. This prompted the department to evaluate how the physical view of a property could affect the value of the property in question.

“We went out to see if there was a technical advisory issued by the DRA (New Hampshire Department of Revenue Administration) on the view factor, and there was,” Kleiner said. “So this past Monday, we discussed that at our staff meeting. We all read that technical advisory and had a better understanding.”

“So as questions are brought forward, we are researching it, getting the information and discussing it at staff meetings,” Kleiner added.

Kleiner said much of the information involving possible changes to internal training and assessing software will be discussed during a special Board of Aldermen meeting, set for 7 p.m. Tuesday at City Hall.

Understanding change may seem slow, Kleiner said she encourages residents to attend Tuesday’s meeting if they are concerned with the developments.

“I want to make sure we’re making the right improvements and they’re sustainable. I understand that people want change now. it just doesn’t happen that fast,” she said.

Ongoing Changes

Below is a full list of actions that have either taken place, or are ongoing, in the city of Nashua regarding its Assessing Department since the March 1 release of the Assessing Audit:

• Reestablishment of the administrative services director position, reporting to the mayor.

• Elimination of the chief assessor position.

• More effective use of the AssessPro software to conduct assessing business to include items such as exemptions/credits and tax abatements. Kleiner said in consultation from Patriot Properties, there has been review of the software systems.

• Less reliance on the city’s legacy ADMINS software applications — and more reliance on more modern software.

• Updating policies and procedures, including reviews of job descriptions as appropriate.

• Implementation of a new mileage reimbursement policy and related procedures for all employees who use personal vehicles for city business.

• Development of integrated training programs for the assessing and administrative staff members.

• Investing in a full evaluation of all city property. Kleiner said officials could start planning a full measures and list, but that is is not in the immediate future.

• Transition from the use of estimated year built to a grade/condition based method of assessment – Kleiner said this would have to coincide with the full property evaluation.

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