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Board pinpoints website, staffing and communications gaps; plans outreach and plain‑language work
Summary
Members highlighted customer‑service gaps: hard‑to‑navigate website, high phone demand at renewal peaks, and inconsistent outreach. Staff described recent improvements and said deeper website redesign, plain‑language messages and expanded social media will require IT work and ongoing communications resources.
Board members and staff discussed administration, customer service and outreach as cross‑cutting items that influence licensing, enforcement and education outcomes. The group identified the website, staffing constraints, inconsistent public communications and the need for more accessible outreach as priority areas for the strategic plan.
Why it matters: licensing, enforcement and education all depend on clear public information. Board members said confusion about the board’s role or about renewal and enforcement processes…
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