Director Works & Services Neroli Dickens calls the Works & Services Department “dynamic, enthusiastic and proactive – a positive driver for our community.”
The team consists of a director, two operational and one functional manager, and 12 employees including inspectorate and administration support staff. The team provides core municipal services to the community by means of civil and infrastructure repairs, facility and ground maintenance, environmental, regulatory and waste management services, and capital upgrades. They actively facilitate the physical, operational side to the town’s functions and amenities.
Collaboration and inclusion are central to the team’s success. The team has turned around from an age of reactionary operations to proactive works. Enabling ownership through responsibility, building on community pride and job satisfaction, the team are now eager to tackle issues head on, with confidence in knowing their actions have an impact on the lives of our residents, on their own livelihoods and that of their families.
“The catch phrase ‘be visible in your actions, or let your actions be visible’ has resonated with numerous seasoned employees, spurring on positive, effective and efficient work outputs. Engendering ownership by providing clear guidance and reinforced leadership from the top down has enabled the positive flow of productivity from the bottom back up the chain.”
The team appreciates the level of tangibility to working in local government, being able to see their jobs make a difference to their community, and the pride and satisfaction of being an active member of this process. They see being able to positively influence outcomes that foster a sense of community, and being part of the driving force within an organisation moving forward, as key components of an enjoyable career.
Recently the team looked at the department’s structure, functions and responsibilities within Council and the larger community, with the view to seeing what potential efficiencies and increased levels of service could be gained from their existing resource pool and knowledge base. The process saw the department undergo a significant restructure from a straight-line authority to a tiered framework that built in accountability, responsiveness and proactive strategic planning. “So far the outcomes of this project have been exceptionally positive – the productivity of our workforce has more than doubled, with long-term goals of pride, satisfaction and reward within reach.”
Robust certification and recognition schemes have been engaged to ensure the workforce is brought up to speed with industry best practice techniques and equipped with suitable skills, tools and resources to effectively and efficiently implement the community’s requirements. An ongoing focus on public open spaces has seen new industry alliances forged and renewed contractual relationships mature in partnership with the diverse team structure. Both projects will be key performance indicators moving forward.
Driving the team forward with clear guidance and focused leadership has enabled a sense of empowerment to be nurtured throughout the department. “Our approach has been to fix it from the inside out first; let our hard working employees be Council’s best marketing tool by giving them the opportunity to affect their own destiny and take ownership of their decisions and actions. The change in attitude and productivity is infectious – people are recognising the efforts of the everyday worker and are appreciating the mundane – change is afoot.”
Council CEO David Laugher, who nominated the team as high achievers, said they have accepted a challenge to look at how they do business, and to make changes to both their structure and their operating practices to ensure they can provide better and more effective services to their community. “The changes have not simply been a top down arrangement. The entire team worked on ways to operate more effectively, ranging from commencing work earlier in the day to shifting roles and streamlining functions. They are, in every sense, a winning team of high achievers who are set to make a huge difference in their community. The management team similarly deserves enormous recognition for empowering them to move forward.”
