People remember local government interactions for two primary reasons: they had a great experience, or they had a terrible one. But how do you foster a customer service mindset?

Local Gov Life - S05 Episode 04: Customer Service in the Local Government Space

ICMA is a nonprofit dedicated to advancing professional local government management throughout the world. Local Gov Life is a mix of stories, insights, and advice from local government leaders.

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In this fireside chat, our featured guest was Joe Smarro, who co-stars with Ernie Stevens in Jenifer McShane’s Emmy Award winning HBO documentary “Ernie and Joe: Crisis Cops.” Joe spoke powerfully about his experience as a Mental Health Peace Officer in the San Antonio Police Department with a consistent theme of seeing every person as a human, from a place of compassion and empathy. Together with our subject matter experts in law enforcement leadership, public policy, and local government, Joe fostered a rich conversation highlighting points as diverse as how to initiate and implement a crisis intervention policing program to the challenges and opportunities around serving citizens with mental health issues to the often unacknowledged mental health needs of police officers. Each panelist offered powerful insights from their respective places of influence, and the conversation was rich and substantial.

Local Gov Life - Racial Equity and Social Justice Episode 09 - A Fireside Chat with Ernie and Joe

This webinar highlights tools local governments can implement to address and improve internal and external inequities. Participants will understand why equity tools are important, learn about the tools some of local governments are using, and how to right-size them to implement in their own organizations. This webinar, hosted by ICMA, was developed in partnership with Government Alliance on Race and Equity (GARE).

Local Gov Life - Racial Equity and Social Justice Episode 08 - Improving Equity with the Right Tools

Public Agenda’s Hidden Common Ground on Race and Police Reform examined public opinion on many of the most pressing questions prompted by the tragic murder of George Floyd and the ensuing protests, including policing bias, use of force, and militarization as well as how policing fits into the priorities of communities and the broader effects of racism in society. This webinar addresses the scientific evidence behind these questions with a particular focus on the downstream impacts and lived experiences of marginalized and underrepresented communities who are often disproportionately affected by these issues. This webinar, hosted by Public Agenda, was developed in partnership with ICMA.

Local Gov Life - Racial Equity and Social Justice Episode 07 - Policing, Public Safety, and Equity: Evidence and Insight for Better Policymaking

On September 16, 2020, the U.S. Centers for Disease Control (CDC), released the COVID-19 Vaccination Program Interim Playbook for Jurisdiction Operations.  With this publication’s release the clock is ticking for state and local entities to prepare for the rollout of potential vaccines for the disease caused by the novel new coronavirus. This teleconference offered advice and guidance for local government leaders and managers on (1) what is in the playbook and (2) strategies for preparing your community, jurisdiction, and staff now for a mass vaccination program against COVID-19.

Local Gov Life - SCV19 Episode 23 - COVID-19 Mass Vaccination: Preliminary Guidance for Local Government Leaders and Managers

This episode comes at a critical moment  as divisiveness within our communities seems to be at an all time high. Though this episode was recorded before the most recent crises, our speakers provide examples of the importance of trust both with staff and residents. You will hear strategies for navigating a divisive situation and building trust inside and outside your organization. Leaders will outline skills you can start implementing right now. This episode features Frank Benest, ICMA Liason for Next Generation Initiatives, and former City Manager for Palo Alto, California, Wanda Page, Deputy City Manager of Durham, North Carolina, and Scott Morelli, City Manager of South Portland, Maine.

Local Gov Life - S05 Episode 04: Customer Service in the Local Government Space

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