community engagement strategy

1C I T Y O F W A G G A W A G G A C O M M U N I T Y E N G A G E M E N T S T R A T E G Y

COMMUNIT Y ENGAGEMENT STRATEGY

MANY VOICES. ONE COMMUNITY.

2 M A N Y V O I C E S . O U R C O M M U N I T Y .

MAYOR’S foreword

Welcome to the City of Wagga Wagga’s Community Engagement Strategy. You’re reading this because you want to be involved in community decisions that affect you, and you want to know how you can contribute and participate. Council looks forward to your contribution.

Wagga Wagga is made up of a number of diverse and different communities covering a large land area. That means there are many points of view to be considered before making community decisions.

So, what is Community Engagement? Basically, it’s information sharing, consultation and active participation between government and communities. There are a number of forms of Community Engagement, which may range from filling out an online survey, to receiving a letter about a neighbour’s development application, to attending a facilitated workshop on a masterplan or project.

Council recognises that community members and other stakeholders have a lot to offer in their expertise, skills and experience, and we want to make the most of your knowledge when making Council decisions. Council has a responsibility and influence on matters that affect your lives, and we want your input on such issues. Council needs increasing community participation to ensure that everyone has access to fair and informed decision making.

Council welcomes the increased role that Councillors are expected to play in Community Engagement. As your elected representatives, we encourage you to contact Councillors to discuss the future of the community with us.

Contact details are available via www.wagga.nsw.gov.au or by phoning 1300 292 442.

We trust that this strategy will smooth the path to good communication. It is with pleasure that I commend Council’s updated Community Engagement Strategy to you.

Yours sincerely,

Cr Rod Kendall Mayor of the City of Wagga Wagga


contents

PURPOSE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

WHAT IS COMMUNITY ENGAGEMENT? . . . . . . . . . . . . . . . . . . . . . . . . . . 5

LEVELS OF ENGAGEMENT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

WHY ENGAGE? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

OUR COMMUNITY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

GIVING EVERYONE A VOICE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

COMMUNITY ENGAGEMENT TOOLS AND ROLES . . . . . . . . . . . . . . . 11

METHODS OF ENGAGEMENT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

WHAT NEXT? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

FEEDBACK TO THIS STRATEGY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19


purpose

This Community Engagement Strategy has been developed to guide the ongoing communication between Council and the community for planning for the future. An engaged and involved community is one of four key targets outlined in Ruby and Oliver, Council’s Community Strategic Plan. Council actively encourages community participation in the governance and decision making process and see that this is an essential factor to successful decision making. Council is committed to having open, honest, respectful and truthful communication with the community and encourages the community to do the same.

Through Ruby and Oliver, the community has told Council that the community should be involved in the development of the city and decision making. This Strategy aims to increase levels of engagement in a way that the community expects.


WHAT IS community engagement?

The International Association of Public Participation (IAP2) defines community engagement as a planned process with the specific purpose of working across organisations, stakeholders and communities to shape the decisions or actions of the members of the community, stakeholders or organisation in relation to a problem, opportunity or outcome.

IAP2 has been used to shape the future of community engagement at the City of Wagga Wagga, as it is considered best practice in community engagement and public participation. IAP2 is referenced throughout this strategy and the staff toolkit. Community Engagement is also known as Public Participation or Participatory Democracy.

Public participation includes all aspects of identifying problems and opportunities, developing alternatives and making decisions.

It uses tools and techniques which are common to a number of dispute resolution and communications fields.

COMMUNITY LEADS

ORGANISATION LEADS

COMMUNITY ADVOCACY

Community leads the engagement and the

organisation is responsible for the action

COMMUNITY ACT AND

CONTRIBUTECommunity leads the

engagement and the community is

responsible for the action

ORGANISATIONIMPLEMENTATION

Organisation leads the engagement and the

organisation is responsible for the

action

BEHAVIOUR CHANGE

Organisation leads the engagement and the

community is responsible for the action

SHARED LEADERSHIP AND

ACTION


LEVELS OF engagement

INCREASING LEVEL OF PUBLIC IMPACT

The International Association of Public Participation (IAP2) considers community engagement to be any process that involves the public in problem solving or decision making and uses public input to make decisions.

Council has adapted IAP2’s approach to define how we at Wagga Wagga City Council communicate with our community.

More information on IAP2 can be found on www.iap2.org

INFORM CONSULT INVOLVE COLLABORATE EMPOWER

PUBLIC PARTICIPATION GOAL

To provide the public with balanced and objective information to assist them in understanding the problems, alternatives and/or solutions.

To obtain public feedback on analysis and/or decision.

To work directly with the public throughout the process to ensure that public issues and concerns are consistently understood and considered.

To partner with the public in each aspect of the decision including the development of alternatives and the identification of the preferred solution.

To place final decision-making in the hands of the public.

PROMISE TO THE PUBLIC

We will keep you informed.

We will keep you informed, listen to and acknowledge concerns and provide feedback on how public input influenced the decision.

We will work with you to ensure that your concerns and issues are directly reflected in the alternatives developed and provide feedback on how public input influenced the decision.

We will look to you for direct advice and innovation in formulating solutions and incorporate your advice and recommendations into the decisions to the maximum extent possible.

We will implement what you decide.

EXAMPLE TOOLS

• Fact sheets

• Websites

• Open houses

• Public comment

• Focus groups

• Surveys

• Public meetings

• Workshops

• Deliberate polling

• Citizen advisory committees

• Consensus-building

• Participatory decision-making

• Citizen juries

• Ballots

• Delegated decisions

Source: www.iap2.org

IAP2’S PUBLIC PARTICIPATION SPECTRUM


WHY engage?

ECONOMICALLYVIABLE

SUSTAINABLE DECISIONS

TECHNICALLYFEASIBLE

ENVIRONMENTALLYCOMPATIBLE

SOCIALLYACCEPTABLE

Community Engagement provides a valuable link between Councillors, Council staff and the community by:

• Enabling Council to gain a better understanding of local needs

• Enabling the community to be better informed

• Reducing the level of misconception or misinformation

• Ensuring commitment and greater ownership of the final decision by the community

• Encouraging the community to put forward ideas

• To make decisions with the wellbeing of the whole community in mind

• Helping to identify issues which may not otherwise have been considered– others outside of Council may well be the experts

• Acknowledging the basic human need for people to be involved in decisions that impact them

• Enabling Council to make decisions and changes that will be adopted by the community.

• Enabling Council to make sustainable decisions


OUR community

WHO IS THE COMMUNITY?Wagga Wagga City is located in the Riverina region of southern New South Wales, about 450 kilometres south-west of Sydney and 460 kilometres north of Melbourne. The resident population was estimated at 62,149 in 2013, with a population density of 0.13 persons per hectare .

IAP2 considers the community to be any individual or group of individuals, organisation or political entity with an interest in the outcome of a decision - they are often referred to as stakeholders. They may be, or perceive that they may be, affected directly or indirectly by the outcome of a decision. Internal stakeholders (individuals who work for or with the decision-making organisation) are also part of the community and the community participation process should reflect their needs as well.

MEDIAN

34$1,149

MEDIAN WEEKLY H O U S E H O L D

I N CO M ECoupleswith children

29%

OLDER COUPLES WITHOUT

CHILDREN

9%

16% Households with a mortgage

HOUSEHOLDS RENTING

CULTURALLY & LINGUISTICALLY

D I V E R S E 2,73

8

University attendance

BACHELOR OR HIGHER DEGREE

VOCATIONALTRAINING

(TO

WOR

K)

UNEMPLOYMENT

32%

PUBLICTRANSPORT

M E D I U M A N DHIGH DENSITY H O U S I N G

33%

$

14%5%

AGE

ABORIGINAL AND TORRES STRAIT ISLANDER

5.0%

$220

WEEKLY RENT

MEDIAN

5%

SEIFA INDEX OF DISADVANTAGE 2011

998 23%1%

Sou

rce:

Wag

ga

Wag

ga

City

Co

un

cil

An

nu

al R

ep

ort

20

13-2

014

Further statistics regarding the Wagga Wagga community can be found on the Community Profiles link on www.wagga.nsw.gov.au


GIVING EVERYONE a voice

COUNCIL’S CHARTERCouncil’s Charter (in section 8 of the Local Government Act 1993) requires Council’s to provide directly or on behalf of other governments adequate, equitable, appropriate, efficient and effective services and facilities, after consultation. Council is committed to ensuring that all groups in our community have an equal opportunity to participate and be involved in decision making through the activities which form the Community Engagement Strategy.

PRINCIPLESSection 402(4) of the Local Government Act 1993 requires councils to develop and implement a Community Engagement Strategy for consultation with the community which must also be based on social justice principles:

• Equity

• Access

• Participation

• Rights

In all dealings with the community, Council will also employ its Corporate Values:

• Innovation

• Trust

• Respect

• Teamwork

The Community Strategic Plan Ruby and Oliver also has key objectives to achieve community participation in decision-making, with a goal to be ‘a community that is informed and involved in decisions impacting on us’.


GIVING EVERYONE a voice

INCLUDING THE COMMUNITYCouncil, in its engagement activities, will make every effort to ensure that all perspectives are considered, in order to:

• Attract and reach a cross section of the community by using a wide range of communication methods

• Invite specific targeted community groups as identified in particular projects

• Accommodate participants’ cultural, language, sexuality and other minority groups or groups with special needs

• Involve community groups and individuals who are sometimes hard to reach such as children, young people, people with disabilities, women, socially disadvantaged, people from culturally and linguistically diverse backgrounds and people from Aboriginal and Torres Strait Islander backgrounds

The following target groups have been identified as part of this Strategy:

• Children

• Young people

• Older people

• Aboriginal and Torres Strait Islander people

• People from culturally and linguistically diverse backgrounds

• People with disabilities

• Families

• Villages and rural communities

• Community groups

• Stakeholders (business, government, private)

• Councillors

• Single parents

• Council staff


COMMUNITY ENGAGEMENT tools and roles

COUNCILLORS AND COUNCIL STAFFCommunity engagement is about ensuring that the community has an opportunity to participate in the decisions made by Council.

A Councillor’s role in community engagement is to participate as an elected member, listen to the views of the community and consider these views when making decisions at Council. Community engagement provides valuable opportunities for Councillors to hear and understand the voice of the community and ensure that this voice is properly represented when Council meet and make resolutions which impact the future of our community.

A Council staff member’s role in community engagement is to organise and facilitate the discussion, record, provide feedback, evaluate the engagement and consider the community’s views when making recommendations to Council.

Both Councillors and Council staff are encouraged not to dominate or direct community discussions, nor to dismiss the community’s input. Instead, Councillors and Staff should allow discussions to move forward in an open, respectful and inclusive way.

COMMUNITY ENGAGEMENT AT CITY OF WAGGA WAGGA INCLUDES TWO DOCUMENTS:

1. COMMUNITY ENGAGEMENT STRATEGY

(THIS DOCUMENT)• Overview of how Council will engage

with the community

• Summary of methods and techniques

• Reference to best practice required under the Act

2. COMMUNITY ENGAGEMENT TOOLKIT

An internal intranet based resource exists which provides templates and resources to help Council staff develop a community engagement plan for a variety of projects and policies.


COMMUNITY ENGAGEMENT OFFICERWagga Wagga City Council values the community engagement process and employs an officer dedicated to the task. The Community Engagement Officer is a communication liaison between the community and Council on various projects and initiatives impacting on the community.

This position is responsible for working as part of the Strategy and Communications team to develop and implement innovative and effective communication and community engagement programs.

The main focus on the position is to provide expertise and guidance to the organisation on Community Engagement approaches and methods. It is critical that Community Engagement is delivered to the community through a strong partnership with the

COMMUNITY ENGAGEMENT tools and roles

Community Engagement Officer and the responsible subject matter expert for the project or initiative.

The Community Engagement Officer also provides advice to individuals across the organisation to enable them to effectively use the Community Engagement tools available on the intranet to ensure the community is kept informed, engaged and actively involved.

For more information you can contact Council’s Community Engagement Officer on 1300 292 442 or via email: [email protected]


METHODS OF engagement



ONLINEThe Your Say Wagga website is a multi-faceted website that allows members of the community to register and contribute to the discussion on a range on consultation projects. It also provides a platform to keep the community informed on the progress of these projects www.wagga.nsw.gov.au/yoursay. This website hosts the People’s Panel, an online forum where members

of the community can discuss, in their own time, selected policies and projects being considered or developed by Council www.wagga.nsw.gov.au/waggaview

Information about council activities and projects are placed on City of Wagga Wagga internet site at www.wagga.nsw.gov.au

THERE ARE MANY DIFFERENT METHODS TO ENGAGE ALL RELEVANT STAKEHOLDERS ON AN ISSUE, AND COUNCIL WILL USE MULTIPLE TECHNIQUES ON SINGLE PROJECTS TO ENSURE A BROAD CROSS SECTION OF THE COMMUNITY HAS BEEN CONSULTED.

SOME OF THE METHODS WHICH COUNCIL WILL USE TO ENGAGE WITH YOU INCLUDE, BUT ARE NOT LIMITED TO:

NEWSLETTERCouncil News is published in the Weekend Advertiser and in The Leader, which can be picked up for free. An online version is also available to view or subscription for free at www.wagga.nsw.gov.au/councilnews.

Council also issues a monthly Development and Building Industry Newsletter which can be viewed at www.wagga.nsw.gov.au/industrynews.


SMARTPHONE APPS81 per cent of Australians own a smartphone and 63 per cent own a tablet , making it easier for users to engage online. Council utilises a number of smartphone apps that make it easier for the community to be engaged, involved and informed. For example the iCouncil app allow residents to take a photo of an issue that they want addressed and send it to Council where it can be followed up by the appropriate division. The user is able to track the progress of that request by contacting Council on 1300 292 442. The Wagga Waste app is another example where the user can find information about services, set reminders about regular kerbside rubbish collection, and receive push notifications about waste services such as free tip days and changes to regular collection over holiday periods.


SOCIAL MEDIAWagga Wagga City Council has a presence on Twitter and Instagram, which are becoming increasingly useful platforms to communicate with the general public and community leaders about Council activites.

Council uses the #waggaview hashtag whenever it is using either of these platforms for the purpose of trying to boost community engagement, with

the intention of trying to find out what the views of the community are.

COMMUNITY GROUPSCommunity associations and committees are a valuable means of giving and receiving feedback on a range of issues. For a localised issue it may only be selected individuals or associations that are consulted. Where appropriate Council will consult directly with a community group on an as-need basis. Examples of this includes community based meetings as a part of the Flood Futures consultation process: www.wagga.nsw.gov.au/floodfutures

COUNCILLORSYou can contact any of your elected representatives to discuss issues for the community. Contact details are available via www.wagga.nsw.gov.au or 1300 292 442. Councillor’s also attend many Council facilitated community events in public places, giving community members the opportunity to ‘drop-in’ and raise issues with their Councillors in person. Information on Councillor attendance at events are promoted through Councils website


FOCUS GROUPS OR FORUMSThese are discussion groups usually led by a trained facilitator to find out the range of options available on a particular subject. Participants are invited because they are residents or have a particular interest, involvement or stake in the subject being discussed. The group may be comprised of a range of people with particular skills and interests relevant to the particular issue.


LOCAL NEIGHBOURHOOD

Placing articles on local notice boards, in local newsletters and publications such as community and school newsletters, may also include neighbourhood networks and social groups as a vehicle for communication. Council hosts Neighbourhood Meetings in identified rural villages and small communities, where community members are able to raise issues and speak directly to Councillors and Council staff. The Neighbourhood Meeting schedule is publically available online www.wagga.nsw.gov.au/neighbourhoodmeetings or by calling 1300 292 442.

JOHN CITIZEN14 BRUNSKILL ROADWAGGA WAGGA NSW

2650

LETTER BOX DROPCouncil seeks feedback through unaddressed leaflets or flyers delivered to an affected area. The flyer will summarise the relevant issues and advise of any changes that will affect the resident or business.

WRITE A LETTERThis is a personally addressed letter to all affected households. It will outline the issues and invite comment. It will always indicate where the comment should be directed within Council. Citizens may, of course, initiate an exchange through this medium.

RECEIVE PETITIONSCouncil receives and responds to petitions generated by residents/stakeholders and reacts appropriately as per POL082 - Petitions Policy.


SURVEYThis is a statistically correct survey or particular qualitative and quantitative data. The data may include individual’s attitudes, beliefs or information.

SITE VISITSSite visits are useful when it is necessary for Council staff or Councillors to be able to visualise the issue or concern being raised by a member of the community, or to meet the community member in their environment.

PERSONAL BRIEFINGSThese are held at the request of a member or members of the local community to discuss particular issues with a responsible officer, which may include a Councillor. Initial contact should be made via 1300 292 442.

MEDIA RELEASEThis involves issuing media releases and conducting interviews with local journalists. If it is part of the engagement process, the Council spokesperson will indicate to the media representative that feedback from the community is valued. The media release will be forwarded to local media and is also available to the community via www.wagga.nsw.gov.au

EMAILCommunity members can contact Council or Councillors at any time by emailing [email protected]

TELEPHONECouncil is always available on the other end of the phone and has a 24 hour call centre. Contact us on 1300 292 442.


WHAT next?

METHODS OF FEEDBACKWe want to make sure that when you have participated in Community Engagement activities, you feel your contribution is valued and utilised during the process. Council undertakes a commitment that:

• Upon completion of a Community Engagement activity, outcomes from the activity will be communicated to all participants

• Information will be provided more broadly to the community outlining the community engagement outcomes, considerations and recommendations made by Council – this will be available on Councils website

• Formal reports to Standing Committees and to Council will contain a statement about how we engaged with the community when providing recommendations

EVALUATION OF COMMUNITY ENGAGEMENT ACTIVITIESStaff (and where appropriate Councillors) undertaking engagement activities are encouraged to evaluate the effectiveness of the engagement – this may be via a survey or questionnaire. Your honest feedback will help Council ensure that future techniques used are improved to make them more relevant. All feedback will be considered in the spirit in which it is offered.

ONGOING COMMUNITY ENGAGEMENTCouncil is dedicated to ensuring that ongoing Community Engagement activities evolve to meet the needs of the community. To ensure the ongoing needs of both Council and the community are met effectively, Council will:

• Continually review and update methods of engagement for relevance.

• Try to combine, where possible, engagement activities to ensure convenience, value and reduced duplication of activities


FEEDBACK TO THIS STRATEGY YO U R F E E D B A C K T O T H E O N G O I N G D E V E LO P M E N T A N D R E V I E W O F T H I S S T R AT E G Y

I S E N C O U R A G E D .

THE CUSTOMER SERVICE CENTRE AT THE CIVIC CENTRE, CORNER OF BAYLIS AND MORROW STREETS

FEEDBACK CAN BE DIRECTED TO:[email protected]

orVIA 1300 2 WAGGA (1300 292 442)

City of Wagga Wagga Cnr Baylis and Morrow Streets

WAGGA WAGGA NSW 2650

P 1300 2 WAGGA (1300 292 442)

F 02 6926 9199

E [email protected] Wagga City Council Community Engagement Strategy

First adopted 2011 Revised 2015 WWW.WAGGA.NSW.GOV.AU

community engagement strategy

Documents