Community Engagement

the challenges & rewards

Angela Fletcher.Head of Libraries and HeritageLondon Borough of Sutton

London Borough of Sutton

• outer London authority• generally affluent, pockets of deprivation• 4 star authority, improving well (CPA

assessment)• cultural services – 3 star• population 182,700• 11% BME population• no strongly or clearly defined group

Sutton libraries

• part of Cultural Services• flagship service• reputation for innovation &

excellence• best value review – 3 stars• 9 libraries including the Central

Library and the Phoenix Centre

The Phoenix Centre

• award winning multi use centre

• defined geographical area• leisure, library, youth,

community services• open plan• self service• unstaffed / single staffed• community contacts

ThePhoenix Centre

Heritage Service

• 3 historic houses• Whitehall – Honeywood –

Little Holland House• museum service• archives (part of library

service)• traditional service

Whitehall & Honeywood

What is communityengagement?

“The process whereby public bodies reach out to the community to create empowerment opportunities.”

(Action plan for Community Engagement Building on Success DCLG and LGA, 2007)

Challengesmost people don’t engage with strategies or policies..

perceptions•history of dealing with the service or council•jargon and technical language•formal meetings and documentation

Challenges

we need to:

• recognise this effect•work around it using

different ways• train & encourage staff• listen / encourage•avoid jargon•use social occasions

Community engagement

has a cost

•staff time, both initially and in follow-up work

•budget, there is no point in raising expectations without following through

Challengeswe need to:• give weight & conviction to

community engagement work at all levels – political, senior / middle management and on the shop floor

• prioritise those who control budgets or staffing

• allow staff time to work with the community, to build trust and links

• celebrate good practice and give recognition

• build into business plans and LAAs

Challengesstaff don’t have the skills or confidence to do community engagement work.•massive challenge•part of the culture•can be at every level•shape our workforce in different ways•give opportunities & support to those who ‘can do’•value people / social skills•include in recruitment, appraisals etc•training & opportunities to take risks

Challengesthe community has unrealistic views or a range of opposing views…

•history of mistrust•apathy / lack of interest•groups with unrepresentative or vested interest views•its not possible to please one group without upsetting another

Challenges

we need to:

•be honest – don’t mislead•seek wider views• look for compromise•build trust and deliver our

promises• if not – be honest about

why

Community engagementin SuttonLocal committees:Partners – SCOLA, The Centre for Voluntary ServicesSafer neighbourhood committees

Specific to libraries & Heritage:Friends’ groupsPhoenix consultative groupMiddleton Circle steering group

Examples:Neighbourhood history project,Middleton Circle Lottery projectLocal Access Points

Rewards

• making a difference – both to individuals and the community

• steering the service – real improvement

• political involvement and support• funding bids• protecting the service• new ideas / inspiration

Conclusion

there isn’t a right way…

the only way to learn how, is to go ahead and do it…

we’re not all good at it – those of us who aren’t should do everything we can to support those who are…