Meeting people where they are

By Sabrina Colón, Charlotte Communications & Marketing

As our communities grow and become more diverse, local government agencies are combining new and tested techniques to engage their residents. In the traditional model of community engagement, agencies relied on public meetings to get feedback from residents. While this can still be an effective means of engagement for some populations, many residents are missed in the process. Similarly, as governments have embraced new technology to bridge the gap, there is still no substitute for face-to-face interactions.

So what is the next step? How do you reach as many residents as possible in a meaningful way?

With this question in mind, a group of City of Charlotte employees from across multiple departments traveled to New York City to learn and build a partnership with Mayor Bill de Blasio’s Public Engagement Unit (PEU).

Sarah Hazel (City Manager’s Office), Robert Cerrato (Office of Data & Analytics), Mandy Rosen (Planning), Kim Barnes (Housing & Neighborhood Services) and Sabrina Colón (Charlotte Communications & Marketing) each brought their individual skill sets and work history to understand PEU’s process from a variety of perspectives. From how data collection informs decision making, how to effectively communicate within diverse communities and the training and management of ambassadors that are on the ground, there are multiple aspects to PEU’s approach.

PEU meets New Yorkers in their communities by knocking on doors, making calls and holding local events, providing individualized and in-person assistance to increase access to key city programs, including tenants’ rights, affordable housing, healthcare and homelessness prevention and reduction. PEU uses custom digital tools and data, innovative outreach methods and case-management strategies to help increase awareness of and participation in programs that keep New Yorkers healthy, stably housed and more engaged with their government.

“The learning exchange highlighted the importance of our relationships with our partners, both within our organization and in the community,” said Rosen. “There are ideas and resources that we may not be tapping into. Those connections are so important in the long-term success of the work that we do.”

Strategy sessions were conducted to analyze existing outreach programs in both cities and exchange best practices to increase participation in public services and strengthen civic ties. They also shadowed PEU’s outreach specialists as they canvassed rent regulated buildings, knocking on tenants’ doors to inform them of city programs that protect tenants from landlord harassment and provide housing-related legal assistance.

“Using a tried and tested method of strategic door to door canvassing and data collection to connect residents to services is not only effective, it builds trust and understanding. That was incredibly powerful to see put into action on our visit!” said Hazel.

Both cities have been testing new techniques over the last few years to expand their impact and ensure that all residents have the tools to increase their quality of life.

The Charlotte team also shared the work of Take10 Part 2. With support from the John S. and James L. Knight Foundation, the city has tested new methods of inclusive community engagement to get resident feedback in the areas of community safety, housing options and good paying jobs. The city harnessed its existing capital by activating 160 City employees and community partners to have one-on-one conversations with Charlotte residents both in person and over the phone through the City’s 311 customer service center. Nearly 8,000 conversations resulted, reaching one in 100 Charlotteans.

“The conversations have been educational and powerful both for employees and civic leaders conducting the conversations, as well as for residents who may be connecting with local government for the first time in a personal way,” said Charles Thomas, Knight’s Charlotte program director. “Our goal is to help people design their own future.”

With support from the John S. and James L. Knight Foundation, both cities will continue exchanging strategies and digital tools as new, innovative solutions are developed to solve the unique issues facing their constituents.

“We value our partnership with New York City to expand and continually enhance outreach and engagement,” said Charlotte City Manager Marcus D. Jones.