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  • Building Customer Service into Local Government

    Contains 3 Component(s), Includes Credits

    Learn how to improve your local government's customer service

    While providing good customer service is a necessity for most businesses, it is equally if not more essential in the public sector, where a single negative interaction with a local government employee or department can tarnish a community member's view of their jurisdiction as a whole. As such, it's crucial that your employees understand its importance and exhibit a high level of customer service acumen.

    In this webinar, you'll join ICMA's Senior Technical Specialist Cory Fleming and 311 advocate James Sullivan as they delve into the theory and practice behind providing a great customer experience for your community. This program will cover:

    • The key differences between private and public sector customer service
    • The science behind the customer experience
    • How to use technology to improve your jurisdiction's service
    • How to foster a customer-oriented mindset in your organizational culture 

    Cory Fleming

    Senior Technical Specialist, ICMA

    Cory Fleming is a Senior Technical Specialist with the International City/County Management Association (ICMA).  Fleming has written extensively about the use of data and technology for improved local government service delivery and performance measurement in various capacities.  Among her responsibilities, Fleming works with ICMA’s Smart Communities Advisory Board, comprised of 25 ICMA members from across the U.S. and Canada who work to enable local government professionals to build “smart communities” through the use of data and technology.  The board helps guide and participate in ICMA’s emerging smart community research, education, and outreach activities.  

    James Sullivan

    Public Sector Customer Experience Advocate

    James Sullivan is a Public Sector Customer Experience Advocate.  He is passionate about the power of government customer service systems to change communities positively the lives of municipalities’ residents, businesses, visitors, and other constituents.  He has served as trusted advisor to government clients across the country, providing expertise on the full range of issues facing government systems implementations: from developing the initial business case through technology acquisition and deployment, facility design, change management, training, and end-user adoption.


    James’ clients include the municipalities of Atlanta, Grand Rapids, Montgomery County MD, Newark NJ, Philadelphia, Cleveland, San Antonio-Bexar County, Clearwater-Pinellas Fl., Washington Suburban Sanitary Commission, and the U.S. Veterans Administration among others.

  • 2019 Effective Supervisory Practices Webinar Series

    Contains 6 Product(s)

    Back by popular demand is ICMA University's Effective Supervisory Practices Webinar Series. Based on the ICMA bestseller, this six-part webinar series is an opportunity to bring practical supervisory training to your jurisdiction without the high costs of hiring consultants.

    This six-part webinar series will demonstrate the principles covered in Effective Supervisory Practices (5th edition) and its companion study guide. Designed as a primer for new supervisors, this series is a must for any jurisdiction looking to lead change, improve customer service, or strengthen communication between supervisors and staff.

    REQUIRED READING: Effective Supervisory Practices, 5th Edition and Effective Supervisory Skill Building Study Guide (book prices are $84/member; $110/nonmember). To order, please call 1-888-280-2370 or send an e-mail to All sales must be prepaid with credit card or check, and all sales are final (no returns accepted unless the publication has been damaged in shipping).

    • Features: 
    • Longer on-demand access (now 6 months instead of 3)
    • Easy-to-use platform
    • Seamless audio
    • Enhanced polling
    • Session quizzes

    This registration page is for single log-ins only. For more information about purchasing individual logins for multiple staff members, please visit this page.

  • Establishing an Effective Social Media Policy for Your Jurisdiction

    Contains 3 Component(s), Includes Credits Recorded On: 06/25/2019

    Learn how to create or improve a social media policy for your municipality

    If you work in local government, you've almost certainly heard stories of public officials getting themselves into hot water through irresponsible use of social media. While these situations can often be avoided by using common sense, it's crucial for municipalities to have clear, detailed social media policies in place to both protect the government and its employees from legal liability as well as to maintain the public's trust.

     In this webinar, you'll join Dr. Thomas Bryer from the University of Central Florida and Dr. Sarah Stoeckel from the Titusville, FL city council as they give you the tools you need to make sure your local government's social media policies are up to snuff. You will learn:

    • The essential elements of an effective social media policy
    • How to avoid the common pitfalls your government may encounter on social media
    • Possibilities of social media use beyond information sharing
    • How to have productive conversations with your elected officials about social media use

    Thomas Bryer

    Professor of Public Administration, University of Central Florida

    Thomas Bryer, PhD, is professor in the School of Public Administration and Doctoral Program in Public Affairs at the University of Central Florida. He is also chief researcher and visiting professor at Kaunas University of Technology (Lithuania) and visiting professor at Edge Hill University (England). He is the author or editor of five books, including (1) Social Media for Government: Theory and Practice, (2) Poor Participation: Fighting the Wars on Poverty and Impoverished Citizenship, and (3) Promoting Civic Health through University-Community Partnerships: Global Contexts and Experiences. 

    Sarah Stoeckel

    City Council Member, Titusville, FL

    Sarah Stoeckel, PhD, is a graduate of the doctoral program in Public Affairs at UCF. Her research focuses primarily on social media and citizen engagement components related to transparency, participation, and collaboration. She serves as an elected official of the City Council for the City of Titusville, Florida. She has a passion for synthesizing theoretical frameworks for practical application, especially as it pertains to the relationships between government agencies, elected officials, and citizens. 

  • Economic Impacts of a No-Kill Philosophy for Municipal Animal Services

    Contains 3 Component(s), Includes Credits

    Learn about the costs, benefits, and challenges of implementing no-kill animal control policies

    Pets have played an increasingly large role in our lives over the years, with pet ownership doubling since the 1970’s and more and more people adding pets to their households and families. The community expects animal shelters to save pet’s lives, but what are the costs of no-kill animal services and what are the benefits? What exactly is no-kill animal sheltering, and what isn't it? 

    These questions and more will be answered by experts Tawny Hammond and Ledy VanKavage of the Best Friends Animal Society in this webinar on the economic impacts of no-kill animal control policies for local governments. This program will cover:

    • The background behind the no-kill philosophy
    • How municipalities of any size can commit to and sustain a no-kill philosophy
    • Examples of free and low-cost policies and programs your community can use to get started
    • A review of the case study detailing how the establishment of no-kill policies in Austin resulted in millions of dollars coming back into the community

    Tawny Hammond

    National Director of Leadership Advancement

    The National Director for Leadership Advancement for Best Friends Animal Society, Tawny Hammond has more than 30 years of experience in the public service arena, creating and implementing programs and services for people and their pets, working effectively with appointed and elected officials, creating and leading teams focused on professional excellence and lifesaving best practices.

    Tawny currently leads Best Friends’ leadership advancement initiatives with a focus on strengthening existing leader’s skill sets for the goal of ending the killing of shelter pets in their communities. An additional focus will be developing programs to assist seasoned leadership from other fields and disciplines interested in making the transition into animal welfare and services leadership.

    For the majority of Tawny’s career, she has facilitated leadership programs for professionals and community organizations, as well as focusing on the building of dynamic teams, professional development and succession planning.

    Tawny has a proven track record of success, serving for more than 25 years in municipal government in Fairfax County, Virginia. She brought the Fairfax County Animal Shelter to a 90 percent live release rate in less than two years by removing breed restrictions, growing a robust volunteer program, establishing a cutting-edge foster program for the dogs losing their lives, strengthening community cat programs and establishing the animal shelter as a community center for residents of Fairfax.

    Tawny is also the former chief of animal services for the city of Austin, Texas. Under Tawny’s leadership, Austin and Travis County, Texas, reached a new milestone in 2017, achieving live outcomes for 98 percent of the more than 17,000 animals who came through the doors.

    Tawny is devoted to ending the killing of pets in shelters and believes that how we treat pets and their people is connected to social justice, community wellness and our compassion as a society.

    Ledy VanKavage

    Senior Legislative Attorney

    Ledy VanKavage is the Senior Legislative Attorney for Best Friends Animal Society located in Kanab, Utah and a member of the ISBA’s animal law section. Before coming to Best Friends Ledy was the Senior Director of Legislation and Legal Training for the ASPCA. She has spearheaded the passage of over 40 humane state bills during her lobbying tenure and is also a past Chair of the American Bar Association’s Animal Law Committee.  Ledy is the recipient of the ABA’s Excellence in Animal Law award for 2014. She is a co-author of the USDOJ publication, “The Problem of Dog Related Incidents and Encounters” and is an instructor for the Illinois Law Enforcement Training and Standards Board. She has been interviewed on MSNBC, NPR, the Chicago Tribune, Time Magazine and the New York Times. 

  • Free Webinar: Cultivating Trust in the Digital Age: Is It Possible?

    Contains 3 Component(s), Includes Credits Recorded On: 06/04/2019

    Learn how to earn the trust of your community through transparency

    As municipalities are required to follow open meetings and open records laws, it can often feel like walking on eggshells with respect to transparency. The backlash that can ensue from not being open or transparent enough is a hard blow to bounce back from – and that is exactly what we’ll help you avoid in this session around creating a culture of trust.

    In this webinar, join Diligent's Dottie Schindlinger and Michelle Cooper as they discuss:

    •  Why poor civic trust isn’t your fault
    •  Activities that could be hurting your reputation and how to improve them
    •  Things you can start doing now to help cultivate trust in your municipality’s work
    •  Two effective civic engagement examples

    NOTE: This webinar is complimentary thanks to a sponsorship from an ICMA Strategic Partner who will have access to registration information. 

    Michelle Cooper

    Senior Governance Specialist

    Michelle Cooper is Senior Governance Specialist for Diligent Corporation’s Public Sector department. Supporting local government professionals, Councils and legislative goals, Michelle brings over 15 years of experience in governance-related roles. Under the Diligent umbrella, Michelle allows for her partners to find the best solution that fits their needs instead of just providing the available one-size-fits-all solution. She has hosted multiple learning sessions for Clerks, City and County Managers across North America, her two most recent appearances being the CCMFOA conference in Kansas and the IIMC conference in Baltimore.

    Josh Fruecht

    Governance Advisor

    Josh Fruecht is a Governance Advisor for the iCompass and BoardDocs products at Diligent, the pioneer in modern governance. Josh has been working with and for public sector organizations for over a decade and is a Certified Municipal Clerk with a Masters in Public Administration from the Askew School of Public Administration and Policy at Florida State University.

    In his role at Diligent, Josh empowers leaders to turn governance into a strategic advantage through unparalleled insight and highly secure, collaborative agenda and meeting management software, helping local governments thrive in today’s digital age. Our trusted technology streamlines the day-to-day work of council management, supports collaboration and information sharing throughout the community and delivers the insights and information local government leaders need to mitigate governance deficits and serve their communities effectively.

    His client-oriented approach has enabled him to become a trusted advisor with experience in guiding organizations through the ins and outs of making technology projects successful. Prior to joining Diligent, Josh served as the City Clerk for the City of Ormond Beach, Haines City and the City of Holly Hill in the State of Florida.

  • Rethinking Recycling: Adapting to the New Status Quo

    Contains 3 Component(s), Includes Credits Recorded On: 05/28/2019

    Learn how communities across the country are coping with the effects of China Sword

    The recycling programs of hundreds of municipalities across the United States were thrown into disarray last year when China established a significantly more rigid criteria for the types of recyclable materials they would accept. This change has both considerably increased the cost of many communities' waste management programs while also forcing some of them to send previously recyclable materials to landfills and incinerators.

    In this webinar, you'll join a panel of waste management experts from both the public and private sectors as they discuss how the communities they serve have adapted to these changes, and share strategies that may be useful to your own municipality. This webinar will cover:

    • The background to last year's shakeup in municipal waste management
    • How Fort Collins and Mecklenburg County have responded to these new challenges
    • Understanding alternate ways to set up programs for durability

    Richard Coupland III

    Vice President, Municipal Sales Republic Services

    Mr. Coupland joined Republic Services in 2015 as vice president of Municipal Sales.  He currently leads the Municipal market vertical, consisting of partnerships with more than 2400 municipal cities in 40 states and Puerto Rico.  His team provides consultative support to their Municipal partners, to understand and navigate changes in the industry, as well as emerging technology and methods.

     Richard received his Bachelor of Science degree in Mechanical Engineering from the Virginia Military Institute, and his Masters degree in Business Administration from the W.P. Carey School of Business at Arizona State University.

    Jeffrey Smithberger

    Director, Solid Waste Management

    Mr. Smithberger has over 35 years of experience in management and leadership of complex Solid Waste Management Systems. He currently works as the Director of Solid Waste for Mecklenburg County NC, which is where he resides. He previously worked as the Director of Solid Waste in Fairfax County Virginia, where he retired from after 28 years of service in 2011. Both jurisdictions are the most populous regions in their respective states.

    He is well versed in working with government, industry and residents on the complexities of solid waste management. Jeff has both an engineering and business background from Virginia Tech, where he attended and graduated.

    In Mecklenburg, he oversees ownership and operation of the County’s 100,000 ton per year MRF, a 140,000 ton per year composting operation, and other infrastructure.

    Caroline Mitchell

    Lead Waste Reduction and Recycling Specialist

    Caroline Mitchell is the Lead Waste Reduction and Recycling Specialist at the City of Fort Collins. She is the lead on recycling education and outreach to the community and calculates the Community Diversion Rate for Fort Collins. Caroline plays a primary role in policy development and implementation and supports recycling in the business and multi-family sectors of Fort Collins.

    Caroline has worked in the recycling industry for 16 years, working for non-profit recyclers in Colorado and Michigan prior to joining the City of Fort Collins. She is a member of the board of Recycle Colorado and has a bachelor’s degree in Ecology and Evolutionary Biology from the University of Colorado Boulder. 

    David Biderman

    Executive Director and CEO, Solid Waste Association of North America

    David Biderman is the Executive Director and CEO of the Solid Waste Association of North America (SWANA) and has been a leader in the waste industry for more than 20 years.  He has been with SWANA for four years, and has helped it significantly grow its membership and leadership position in both the United States and Canada.  David joined SWANA in April 2015 after 18 years with the National Waste & Recycling Association, where he was their General Counsel, Vice President for Government Affairs, and Safety Director.  He has testified before numerous federal, state and local agencies and councils.  Over the past two years, he has spoken frequently on the challenges and opportunities facing local recycling programs, and participated in the U.S. Environmental Protection Agency’s November 2018 America Recycles Day Summit.  David is also very passionate about safety for solid waste workers, and was the recipient of Preco’s Safety in Motion award in 2017, given to an individual who is making a significant difference improving worker safety.  He has provided safety and compliance training to thousands of solid waste and recycling workers throughout the United States and Canada.

    Prior to entering the waste industry, David was an attorney at the Washington DC law firm Steptoe & Johnson, where he specialized in environmental and transportation law.

  • Asking Fire Chiefs the Right Questions to Make the Right, Data-Driven Decisions

    Contains 3 Component(s), Includes Credits

    In this live webinar, Leonard Matarese will share new information that will help address the tough issues that local governments face with regard to fire and EMS services.

    Here are a few: How does your department compare with others whose workloads are about 80 to 85 percent EMS and 5 to 10 percent fire? What differences can a workload and operation analysis make on how you pay for fire and EMS?

    Back by popular demand, Leonard Matarese will share new information that will help you address the tough issues that local governments face with regard to fire and EMS services. Matarese is a nationally recognized public safety expert with a unique combination of experience as a city manager and public safety professional.

    You will discuss:

    • Real workloads how to know if staff is allocated correctly 
    • How to determine the number of firefighters and amount of equipment that is really necessary
    • Low firefighter utilization and how to deal with it
    • Goal-setting, performance management, and strategies for continuous improvement

    Leonard Matarese

    Director of Research and Project Development, Center for Public Safety Management

    Leonard Matarese is the Managing Partner of the Center for Public Safety Management, the exclusive provider of public safety technical assistance to ICMA. Leonard has 50 years of experience as a law enforcement officer, police chief, public safety director, city manager and major city human resources commissioner. He has conducted or managed over 350 studies of public safety agencies with particular attention to matching staffing issues with calls for service workload.

  • Economic Development through Sports Tourism

    Contains 3 Component(s), Includes Credits Recorded On: 04/30/2019

    This webinar will discuss the benefits and challenges of building new sports tourism destinations in your community.

    The boom of youth travel sports has created a race to create the next incredible sports destination that will draw thousands of visitors and rake in millions of dollars a year. Subsequently, communities across the country are tapping into the economic development power of sports tourism by developing their own facilities. Using the Concept to Concrete process model, this session will provide insights specifically curated for community leaders on the state of youth travel sports.

    Join Eric Sullivan and Evan Eleff of Sports Facilities Advisory, LLC as they outline the current state of facility developments with real world examples of the mega-projects that are coming on-line. You will discuss:

    • The benefits and challenges of creating a new sports tourism destination
    • How to plan, fund, and manage sports facilities
    • Project financing strategies
    • Case studies of municipalities that have become sports tourism destinations

    Evan Eleff

    COO, Sports Facilities Advisory

    Evan began his career with more than 8 years in facility operations and as a Program Manager within one of the largest YMCA systems in the U.S. Evan joined SFA in 2012 as a Business Analyst, Account Executive, and today Evan serves as the COO of SFA. He oversees the company’s customer service and delivery systems as well as the team of strategic advisors, business analysts, project managers, and research specialists who produce SFA’s market research, feasibility, and financing services. Since joining, Evan has served a portfolio of over 400 projects totaling more than $4.5 billion in planned and operational sports tourism, community recreation, and large-scale, master-planned sport, recreation, wellness, and entertainment destinations.

    Evan holds a Master’s Degree in Sport Management from University of Florida and formerly served as Operations Director for the largest YMCA branch in the Tampa Bay region.

    Eric Sullivan


    Eric developed the original financial and market analysis tools that SFA is most well-known for and led the first facility opening projects in our company history that paved the way for the launch of SFM. Since joining SFA & SFM in 2006, Eric has overseen and served as an advisor to hundreds of projects including market studies, financing plans, development plans, turn-arounds, and new facility openings. His work in domestic and international markets has included projects in the U.S., Canada, Caribbean, United Kingdom, Latin America, Asia, and the Middle East. Eric currently leads SFA & SFM’s expansion efforts in our continued vision to integrate sports, fitness, education, leadership development, and adventure sports into communities around the globe.

    In 2012, he was honored as a member of the Tampa Bay Business Journal’s “30 Under 30” Up and Comers class. In total, Eric has been a catalyst for SFA’s growth, leading the entire planning, funding, and grand opening of more than $500 million in sports, fitness, recreation, and entertainment facilities.

  • Improving Your Community's Development Review Process

    Contains 3 Component(s), Includes Credits Recorded On: 04/18/2019

    Find out how to streamline your municipality's development review processes

    When working with developers, most local governments have a review process in place to ensure compliance with zoning regulations and other laws governing construction projects. These processes are often difficult to navigate and burdened by an excessive amount of paperwork, among other issues that can hamper economic development and drive developers away from your community. However, there are a number of steps your jurisdiction can take to simplify and streamline these procedures, making them more painless for all parties involved.

    Join Jim Nichols, ICMA-CM as he reviews best practices for improving your local government's development review processes. You will discuss:

    • How to identify inefficiencies in your current procedures
    • Strategies for improving lines of communication between departments involved in the review process
    • How to improve customer service at each point in the process
    • The international perspective: practices being employed in the Philippines that may benefit your community

    Jim Nichols

    Jim Nichols has had an extensive career in local government executive management around the US, having served over 17 years as Assistant/Deputy City Manager amongst other executive roles for communities around Texas, Arizona and Nevada. Over the course of his career, Jim has been responsible for the refinement and improvement of development review processes (DRP’s) in multiple communities. Most recently, Jim served on a pro-bono assignment in the Philippines for ICMA where he was charged with creating a training program for cities around the Philippines to improve their local permitting processes, as per a directive from President Duterte.


    Jim holds a Master of Science degree in Engineering from the University of Connecticut and is a licensed Professional Engineer in Arizona, Nevada and Washington. He also is a Credentialed Manager through ICMA and has published 2 books through the American Public Works Association.

  • Preparing Your Municipality for the 2020 Census

    Contains 3 Component(s), Includes Credits Recorded On: 04/09/2019

    Make sure your local government is prepared for the 2020 Census

    Local governments will play a critical role in the rapidly approaching 2020 Census, which will determine numbers of congressional representatives, shape legislative districts, and drive the distribution of billions of dollars in federal funds. However, ongoing litigation surrounding changes to the questionnaire has contributed to uncertainty about the process.

    In this webinar, you'll join Erika Becker-Medina from the Census Bureau itself as she gives you the information you need to clear up any confusion and prepare your municipality for 2020. You will discuss:

    • Census operations and timeline
    • What local governments can expect to see over the next year
    • How to increase the accuracy of the count in your jurisdiction
    • The various programs offered by the Census Bureau that can aid your community’s data collection

    Erika Becker-Medina

    Chief, Decennial Communications Coordination Office, U.S. Census Bureau

    Erika Becker-Medina is chief of the Decennial Communications Coordination Office at the U.S. Census Bureau, where she oversees multiple communication efforts for the Associate Director for Decennial Census Programs.

    Erika began her career at the Census Bureau in 2003, where she was a survey statistician analyzing retail and restaurant data for the monthly retail indicators. She then moved on to oversee the outreach efforts of the Economic Census, the Census of Governments, and a host of annual and quarterly intercensal data products about the U.S. economy. She also managed multiple surveys covering state and local government data, specializing primarily in public pensions.

    Erika received her bachelor's degree in economics from the University of Maryland. She also received a master's certificate in project management from George Washington University.