Management Partners helped Louisville integrate the City and Jefferson County into a single government to create Metro Louisville, the 16th largest city in the United States. Our reviews covered everything from finance and accounting to human resources, fleet operations and police. The project was managed by Julia Novak, East Regional Director of Management Partners.


Melissa Mershon, director of Louisville Metro Department of Neighborhoods, wrote:

“I believe the greatest gift that Management Partners brought to our new government was the ability to “jump start” change and put us on a path for quick excellence…I don’t think we had the opportunity to really thank you for your help. Please know that we listened and we are instituting great changes because of your professional help.”

Specifically, Melissa Mershon wrote of Management Partners’ recommendations:

“Management Partners was a tremendous help in assisting the Louisville Metro Department of Neighborhoods. Below are some of the action items that they recommended in the operational overview of our department. Could we have determined the needs identified by Management Partners ourselves. The answer is absolutely yes. The benefit of having Management Partners as our ‘partner’ was that they were able to assist us to reach goals quickly that if we had to do it alone, would have take us into years 3-5 of merger.”

Recommendation 7: Examine service demand and staffing levels

Management Partner helped fashion a plan to reorganize our staff complement. The Mayor’s “Making Louisville Work” plan envisioned an outreach team to connect neighbors with government resources. This “street team” as the Mayor calls them, are our government’s eyes and ears in the neighborhoods.

Recommendation 12: Develop more comprehensive reports

Prior to Management Partners, MetroCall produce tons of monthly reports, but they were not a useful tool to the department directors or the administration. Management Partners recommendations allowed us to develop new, electronic reports that not only capture the data but pictorially show trends.

Recommendation 17: Hire at least one bi-lingual call taker in MetroCall

Because of Management Partner’s recommendation, when the first position became available, we sought bi-lingual applicants. Working with the Office for International Affairs, we were able to attract many applicants and were successful in achieving this recommendation. This new staff person has helped us with translating our “knowledge base” information and working with immigrant communities. We recently were featured on the front cover of “HOY” Spanish Newspaper advertising that we have a Spanish-speaking call taker.

Recommendation 18: Assess the competitiveness of Louisville Metro’s call center operations

From this Management Partner recommendation, we hosted a “Best Practices” review of our operations. We invited corporate call center professionals from in town and two government call center managers to spend two days in MetroCall.