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Collectors with Compassion

Funding for Santa Clara County community services begins at the Department of Tax and Collections

“Death and taxes,” so the saying goes, are unavoidable – so much so that they’ve become a common catchphrase for unpleasant facts of life. At the Department of Tax and Collections (DTAC), however, County of Santa Clara employees operate under a much sunnier mantra: “Collectors with compassion.” 

Their mantra reflects the core of their mission: to ensure that every interaction is guided by empathy and understanding. The DTAC team, as diverse as the community it serves, navigates a mixed landscape of financial responsibilities, handling everything from property taxes and medical bills to court-related debts and social services. 

DTAC Director Sylvia Jefferson embodies this spirit of compassion. She describes the department’s work with a blend of pride and dedication. “We collect various types of debts for the County,” she explains. “It’s not just about collecting taxpayer funding; it’s about supporting the community in a meaningful way.”

This sentiment is echoed by Reina Millan, a Revenue Collections Officer, who emphasizes that the department’s approach is grounded in empathy. “We do financial evaluations to ensure we’re working with our clients,” she says. “If they're going through financial hardships, we work with them to lower their payment plans so that we're not taking food off their tables.”

Meanwhile, Supervising Account Clerk Maria Hernandez’s warm greeting sets the tone for a supportive environment in the Clerk’s Office. “Our main goal is to make our clients feel welcome,” she notes. “Even though they’re here to pay, we strive to provide an excellent customer experience so they feel comfortable returning next year when they owe taxes.”

Lavell Hopkins, Accountant Assistant, takes pride in his role at DTAC. He views each interaction as an opportunity to help educate his community. “When someone doesn’t understand their tax bill, I feel good explaining it to them,” he says. “Even if they don’t like the results, at least they leave with a clearer understanding, and that, to me, is very important.”

Reflecting on the department’s impact, Management Analyst Timur Wang describes DTAC as the county's heartbeat. “From collectors to support staff and everyone in between, we’re the foundation that supports the County’s success,” he explains. “Our work is crucial for maintaining the functionality and health of the entire County.”

director of department of tax and collections stands and looks out the window

What we do is so critical to the County. We collect the funds that allow other departments to provide direct services. Together, we help weave and maintain the fabric of society. 

-Sylvia Jefferson

Though they may not directly provide food, education, or safety, the funds collected by DTAC enable other County departments to deliver these crucial safety net services. Sylvia captures this connection beautifully: “What we do is so critical to the County. We collect the funds that allow other departments to provide direct services. Together, we help weave and maintain the fabric of society.”

In every interaction, whether face-to-face or by phone, the Santa Clara County Department of Tax and Collections staff exemplify their mantra of compassion. They understand that individuals have stories and struggles behind every bill and debt. Their work, often unseen, is integral to the community's well-being, ensuring that the County continues to thrive and support those in need.