The Ottawa Way:
Customer Service Excellence
Receive great service?
Nominate an employee for a customer service award.
At Ottawa County, we believe every interaction is an opportunity to build trust and strengthen our community. That’s why we’ve developed a customer service program rooted in our value statement: Empowered to Solve Problems with Integrity and Empathy to Inspire Trust. This philosophy guides how we serve residents, businesses, and visitors, ensuring every experience with Ottawa County government is professional, respectful, and solution-focused.
Training for Excellence
To ensure consistency across all departments, Ottawa County offers The Ottawa Way Customer Service Excellence training to its employees. This program equips staff with practical skills and reinforces our commitment to service values, so whether you’re visiting a park, applying for permits, or contacting public health, you can expect the same high standard of care.
Share Your Experience
Have you received outstanding service from a County employee? Community members and colleagues are encouraged to nominate employees who demonstrate extraordinary commitment, compassion, or creativity in their efforts to help others. We invite you to help us recognize their efforts by submitting a nomination for the Outstanding Customer Service Award. Together, we can celebrate the people who make Ottawa County a welcoming, responsive, and trustworthy place to live, work, and visit.
Recognizing Exceptional Service
Since 2012, the Outstanding Customer Service Award has celebrated County employees who go above and beyond in serving the public. Award recipients are honored publicly and serve as examples of “The Ottawa Way” in action. Meet our most recent Customer Service Award winners:
Catalina Garza
Ottawa County is proud to recognize Catalina Garza, Road Patrol Deputy, for outstanding customer service. Deputy Garza was nominated for an act of compassion and initiative during a well-being check.
Deputy Garza and a fellow deputy were dispatched to assist an elderly resident in a motorized wheelchair who appeared lost and was repeatedly attempting to cross a busy roadway. After making contact, the deputies learned that the woman’s wheelchair battery had died and the chair could not be transported in a patrol vehicle.
Deputy Garza stepped in without hesitation and chose the simplest and most human solution. She physically pushed the resident and her motorized wheelchair for more than half a mile to ensure she reached her home safely. This quiet act of service demonstrated patience and empathy, and reflects the very best of Ottawa County community policing.
Valente Morales
Ottawa County congratulates Valente Morales, a Community Health Worker with the Department of Public Health’s Pathways to Better Health program, for his exceptional service to residents. Nominated by Nursing Supervisor Susan Keen, Valente was praised by a client who credited him with helping her rebuild her life after her husband’s death—guiding her toward stability, self-sufficiency, and renewed confidence. His compassion and commitment to empowering residents reflect the mission and values of Ottawa County.
The Pathways to Better Health program assists residents in improving their quality of life by connecting them to healthcare, social services, and community resources. Community Health Workers like Valente guide individuals through the challenges that often stand in the way of better health.
Meet the People Behind the Service
Meet the employees who help make Ottawa County services work for you. Select a video to hear their perspectives on service and how they support residents each day.
