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  • Branding Your Community for Economic Success

    Contains 3 Component(s), Includes Credits Recorded On: 10/17/2019

    Learn how to build or enhance your jurisdiction's brand

    The Big Apple. The Windy City. Silicon Valley. For most Americans, these monikers instantly evoke the image of a city or region along with the industries they're best known for. However, the vast majority of local governments don't have such an easily recognizable brand. Discover how building a brand for your community can pay dividends in tourism, business development, and resident engagement.

    In this webinar, you’ll join speakers from Murrieta, CA, Gainesville, FL, and Valdosta State University as they give you the tools you need to develop your community's brand in order to attract outside investment and spur economic development. They will discuss:

    • Academic research on how local governments engage in marketing and branding
    • How to center citizens in your marketing strategy
    • Methods for tracking the success of your marketing campaign
    • How to balance your brand with your community identity

      Scott Agajanian

      Deputy Director of Development Services – Economic Development

      Scott Agajanian is the Deputy Director of Development Services – Economic Development for the City of Murrieta, California.  This protracted municipal title simply means that his role is to grow the economic base of the City through the attraction, retention and expansion of business in the City.  This is done through a variety of programs and activities that include development of workforce initiatives, partnerships with educational institutions to expand pipeline programs for students, outreach to business, investors and developers, and marketing of the City of Murrieta to the region, state and beyond.

      Scott has considerable experience working in the Murrieta Valley for over fifteen years and this includes 3 years in the Economic Development Department with the City of Murrieta. He says, “My passion has always been growth of the business community and keeping our dollars local.  It is my belief that a foundation of small businesses that are supporting each other, along with a healthy startup ecosystem will help further the growth of not only small business, but all business.” While working for the Murrieta Chamber of Commerce in Business Development for nearly four years Scott was instrumental in furthering the success of businesses within the city.

      As the City of Murrieta is in an economic growth phase, it is complementing this period of expansion with a pro-business culture and an expanded marketing plan, featuring the new City branding campaign, “Connected by Community.”  Scott is actively involved in this campaign and believes that awareness of our City, our business and development friendly environment and our wonderful demographics will produce even greater opportunities for Murrieta.   

      M. Blair Thomas

      Assistant Professor, Department of Political Science, Valdosta State University

      M. Blair Thomas, PhD, MPH, MPA is an Assistant Professor in the Department of Political Science at Valdosta State. His research interests broadly focus on how local and state governments engage in marketing and branding from a strategic management perspective. His work has appeared in various academic publications including the Journal of Nonprofit and Public Sector Marketing

      In the classroom, Dr. Thomas is an award-winning instructor with teaching experience at several institutions including Florida State University, the University of Central Florida and Portland State University. Driven by a teaching philosophy that values the continual development of personal relationships to identify student passions, Dr. Thomas aims to cultivate a classroom that builds upon the basic tenants of public administration theory by infusing examples of real-world application with references to the impact that pop culture, social movements and sport have made on today’s policies. He tailors each course to meet the changing demands of each particular class culture while upholding a commitment to social equity.

      Dr. Thomas has served on numerous boards and commissions, most recently on the Leon County (FL) Affordable Housing Advisory Committee and notably as Secretary of the Oregon Governor’s Council on Physical Fitness and Sports from 2010 to 2012. Prior to pursuing his graduate education, Dr. Thomas worked in marketing and merchandising for Adidas America- CIP Marketing, from 2007 to 2010.

      A native of Portland, Ore. you will likely catch him discussing the plight of the Portland Trail Blazers, riffing about how to infuse the latest trends in sport fashion into academia or his constant search for the perfect hazelnut latte. Dr. Thomas received his Ph.D. and M.P.A. from the Askew School of Public Administration and Policy at Florida State University and also holds a M.P.H. from the Hatfield School of Government at Portland State University. Dr. Thomas received his B.A. in Political Science from the University of Portland.

      Chad Paris

      Principal & CEO, Parisleaf

      Chad Paris is the Principal & CEO of Parisleaf - a Brand Strategy & Design Firm located in Gainesville, Florida. Chad helps clients discover how Purpose drives organizational success. His focus is on strategy & purpose and how the two are inextricably linked to creating clear, thriving cultures. Chad loves spending his time giving back to the community and supporting fellow entrepreneurs. When he isn’t working, you can usually find him traveling the world exploring different food & culture scenes.

      Matt Steel

      Creative Director, Parisleaf

      Matt is a designer who writes, father of four, and husband of one. Since 2003, he has designed and directed brand identities and experiences with clients ranging from small startups to Fortune 500 companies. Matt guides Parisleaf’s strategic and creative output from discovery to execution. As a maker who manages, you’ll find Matt not only directing but also designing or writing in whatever capacity the team needs. When he isn’t working or hanging with family, he enjoys reading and lots of it, writing essays and poems, surfing, practicing yoga, running, and doing ridiculous impersonations.

    • Regulating Cannabis in Your Community

      Contains 3 Component(s), Includes Credits Recorded On: 09/19/2019

      Unsure of how to respond to changing marijuana laws in your state? Then come join fellow local government staff as they discuss the policies and practices that have helped their jurisdictions effectively manage commercial cannabis.

      As more and more states relax their restrictions on the medical and/or recreational use of cannabis, municipalities are in turn being compelled to decide if and how they want to regulate it at the local level. Developing and instituting these policies is a complex process with major implications stretching across government departments, so it's important for your jurisdiction to be familiar with the challenges associated with regulating cannabis as well as the impacts it can have on the community.

      In this webinar, you’ll hear how local governments across the country have responded to changing cannabis laws and how their experiences may benefit your jurisdiction. This webinar will cover:

      • Why local governments have chosen to allow regulated commercial cannabis activities
      • Recommended processes for developing local cannabis regulations and potential pitfalls to avoid
      • Common components of effective cannabis regulations
      • Indicators local governments are using to assess impacts of the newly-legal industry

      Speakers will include:

      • Sean McGlynn, City Manager, City of Santa Rosa, California
      • Clare Hartman, AICP, Deputy Director of Planning, City of Santa Rosa, California
      • Rebecca Fleury, City Manager, Battle Creek, MI
      • Eric Feldt, Planner, Battle Creek, MI
      • Nicol Killian, AICP, Assistant Director of Community Development, City of Durango

      Laura Goddeeris, AICP, ICMA’s director of survey research and co-author of Local Impacts of Commercial Cannabis, will moderate the discussion.

      Rebecca Fleury

      City Manager, Battle Creek, MI

      Rebecca Fleury has served in local government management for 19 years, specializing in the areas of public finance, community development and public safety. She has served as the city manager for Battle Creek since October 2014. She earned her bachelor’s in Education and MPA from Western Michigan University. She currently serves on the Board of Directors of Battle Creek Unlimited, Bronson Battle Creek Community Partners, TCC Leadership Cabinet, and is a member of the Calhoun County Board of Health and chairs the FireKeepers Local Revenue Sharing Board. She is also a member of the International City/County Management Association (ICMA) and is a Credentialed Manager through ICMA, as well as a vice president of Michigan Municipal Executives. She is married to her husband Matt and they have two adult children.

      Eric Feldt

      Planner, Battle Creek, MI

      Eric Feldt, AICP, CFM, has been a city planner in the municipal industry for over 12 years. Mr. Feldt holds a Bachelor of Science degree within the accredited Urban & Regional Planning program at EMU. His work experience has addressed broad-based zoning and land use regulations such as subdivision reviews, commercial site plan applications, and rezone proposals. Mr. Feldt's work has also led him towards specializing in floodplain management, mix use/ neighborhood plans, Michigan marihuana laws, etc. Fun fact: after Mr. Feldt graduated from EMU, he moved to Juneau, Alaska to work as a city planner from 2007-2017.

      Sean McGlynn

      City Manager, Santa Rosa, CA

      Sean McGlynn is City Manager of Santa Rosa, which is the fifth largest city in the Bay Area as well as the county seat of Sonoma County. The City has about 175,000 residents and annual operational funding of $323.8 million, including a General Fund of $148 million.

      Sean has assumed the role of directing the City’s recovery efforts from the October 2017 Tubbs wildfire.  The City plans for a wide range of natural hazards such as wildfire in a wildland urban interface, compounded by risks associated with drought, earthquake, and flood.  Sean was already leading the City in its efforts to address affordable housing shortages, rising homeless population, and infrastructure challenges before the fires devastated the City. The rebuild effort must address the economic, social and emotional tolls cause by the destruction of over 3,000 homes within the City’s boundaries, over $1 billion in damages, while also continuing to effectively address non-disaster crises and issues.  Knowing well the City structure, challenges and how to work across all departments, Sean has been invested in all aspects of recovery and rebuilding in a resilient manner.  Sean’s work can be described as defining the whole community needs for long term recovery and resiliency. 

      Prior to his current position, McGlynn served as Deputy City Manager for El Paso, TX, and also served for six years in the Department of Cultural Affairs in New York City.

      Clare Hartman

      Deputy Director of Planning, Santa Rosa, CA

      Clare Hartman is the Deputy Director of Planning for the City of Santa Rosa’s Planning & Economic Development Department. Clare has worked for the City of Santa Rosa for 19 years, providing leadership in areas of Environmental Review, Development Review, Advance Planning, Zoning and Land Use Policy. Clare has been instrumental in transitioning the newly reorganized Department into an effective and transparent organization, and was instrumental in the City’s Housing Action Plan, Resilient City Rebuild ordinances, and Comprehensive Cannabis Ordinance.

      Prior to working for the City of Santa Rosa, Clare served various non-profit planning consultant organizations, and also as a city planner for the City of Gilroy and the County of Contra Costa. From 1994 to 1996, Clare served as a United States Peace Corps Volunteer, working in a city planning office in Krnov, Czech Republic, population 25,000. In 1997, she returned as a Crisis Corps Volunteer and served six months following a 100 year flood event that impacted the region in which she served.

      Clare is a member of the American Institute of Certified Planners (AICP), a graduate of the Sonoma State University’s Green Building Professionals Certificate Program, has a Bachelor of Arts in Environmental Studies and Planning from Sonoma State University, and a Masters of Community and Regional Planning from University of Oregon.

      Clare is native to Sonoma County and has enjoyed living in many of its communities - Santa Rosa, Cotati, Rohnert Park, Forestville, and Sebastopol. When she is not working, Clare enjoys the great outdoors, often hiking, biking, or snowboarding with her three children and husband.

      Nicol Killian

      Assistant Director of Community Development, Durango, CO

      Nicol Killian is the Assistant Director of the City of Durango’s Community Development Department, which includes the Planning, Business Development, Engineering, Building, Code Enforcement, Sustainability and Parking Divisions for the City.  Nicol has been a professional City Planner for over 20-years starting her career as a private consultant at RRM Design Group based in San Luis Obispo, California where she was a Senior Planner and Associate of the company.  In 2006, Nicol and her husband relocated to Durango, Colorado where Nicol joined the Community Development Department.

      Nicol received her City and Regional Planning degree from California Polytechnic State University in San Luis Obispo and received her American Institute of Certified Planners (AICP) certification in 2005.  Nicol, along with her Planning Class at Cal Poly, traveled to the National Planning Conference in New York City to receive the 2000 AICP Student Project “Best Applying the Planning Process” Award.  Nicol has also received multiple California and Colorado APA Chapter Awards for projects completed by her and teams she has managed. 

      At RRM Design Group Nicol created and managed Specific Plans, Community Plans, Master Plans, Strategic Plans, Visioning Plans and Design Guidelines for both public and private clients.  At the City of Durango Nicol oversees the Development Review process and works with her staff to create or update long-range planning documents such as the City’s Comprehensive Plan and the Land Use & Development Code.  She has been one of the primary authors of Durango’s Cannabis Regulations when Medical Marijuana was allowed in Durango in 2008 and Recreational Marijuana in 2014. She has been involved in coordinating efforts between the Planning, Code Enforcement, and Licensing Divisions of the City to implement and enforce the regulations over the past 11-years.  

    • Pay Equity for the Public Sector

      Contains 3 Component(s), Includes Credits Recorded On: 09/05/2019

      Bring equity to your jurisdiction's compensation packages

      Over the last year scores of states across the country have passed pay equity laws, indicative of a growing trend towards equality in the workplace. Under these laws, employers are required to pay men and women equally for jobs of comparable value based on levels of skill and education, effort, responsibility, and working conditions. As these laws become increasingly prevalent, local governments should be prepared to review and, if necessary, update their compensation policies to ensure compliance.

       In this webinar, you'll join Sandy Stapczynski from Human Resources Services, Inc. and Carol Granfield, ICMA-CM from Municipal Resources, Inc. as they discuss:

      • Pay equity and its meaning in a municipal context
      • Their professional experiences in making pay equity compensation decisions and pay plans
      • How to conduct a self-evaluation audit to help prevent gender discrimination in salary/wages
      • The various ways in which states have addressed pay equity

      Aleksandra (Sandy) Stapczynski

      Founder and President, Human Resources Services, Inc.

      Aleksandra (Sandy) Stapczynski, is founder and president of Human Resources Services, Inc. (HRS), a small woman-owned business located in the greater Boston area. HRS is a major provider of HR Consulting Services, particularly pay/classification/performance, to local governments in Massachusetts.

      With nearly 30 years of experience providing technical assistance to local governments in key areas of human resource management, she and her associates provide consultancy services to hundreds of New England cities, towns, school districts, counties, regional agencies, and state agencies. Sandy is co-author of the newly released ICMA e-book, Performance Appraisal Fundamentals: A Quick Guide to Fair, Consistent, and Useful Performance Appraisals. She is a contributor to ICMA’s Human Resource Management in Local Government: An Essential Guide (1st, 2nd, 3rdEditions) and has also authored an ICMA IQ Management Report on Staffing and Utilization Studies.

      She has served as adjunct professor and guest speaker at colleges/universities in the Boston area. She holds a master’s degree in public administration from the Sawyer Business School, Suffolk University, Boston, and a bachelor’s degree in government from Suffolk University.

      Carol M. Granfield, ICMA-CM

      Principal Consultant, Municipal Resources, Inc.

      Carol M. Granfield, ICMA-CM , is principal consultant for Municipal Resources, Inc. She has 38 years of public sector management experience and seven years private sector experience. Carol has served in town administrator/manager positions in New England and also as director of administration in Herndon, Virginia, and personnel director in Fairfax, Virginia.

      Carol’s expertise in human resources and labor relations includes the establishment of personnel policies, organizational studies, wage, classification and benefit studies and union negotiations.

      Carol is co-author of the newly released ICMA e-book, "Performance Appraisal Fundamentals: A Quick Guide to Fair, Consistent, and Useful Performance Appraisals."

    • Free Webinar: Smart Community Strategies for Small and Midsize Jurisdictions

      Contains 3 Component(s), Includes Credits Recorded On: 08/29/2019

      Learn how communities with smaller budgets can still implement smart city strategies in this review of a joint ICMA/Siemens white paper

      Despite operating on smaller budgets and facing unique challenges compared to larger municipalities such as New York or London, small and midsize jurisdictions can still implement smart community strategies through careful planning and innovative use of technology. ICMA and SIEMENS have partnered for a new white paper on this topic, featuring profiles of smart communities such as Bellevue, Washington and Milton Keynes in the United Kingdom.

      In this webinar, you'll join speakers from the cities of Portland, Maine and Bellevue, Washington, along with staff members from ICMA and Siemens, as they review key findings from this white paper (available for download here). This program will cover:

      • How communities have leveraged technology to increase operational efficiencies
      • Developing partnerships and funding arrangements to share the risks and rewards of technology investments
      • Using the Internet of Things to improve service delivery
      • Promoting your community as a testing ground for new ideas

      This webinar is complimentary thanks to the sponsorship of an ICMA Strategic Partner who will have access to registration information.

      Lena Geraghty

      Director of Innovation and Performance Management

      Lena is the City of Portland's first Director of Innovation and Performance Management. She is responsible for creating efficiencies and improving processes in departments across the City and ensuring Portland is a smart and innovative community. Before coming to the City of Portland, Lena spent several years as a senior advisor for the Center for Government Excellence at Johns Hopkins University. She assisted more than 30 local governments in the US and beyond to manage and use their data to make better decisions for their communities. She designed and administered in-person and online trainings for government staff members at all levels of the organization, and facilitated technical assistance engagements. Lena is an MPA graduate of UNC Chapel Hill’s School of Government, specializing in local government and performance.

      Chelo Picardal

      Chief Technology Officer

      Ms. Picardal is the City of Bellevue’s Chief Technology Officer responsible for smart city coordination, long-term technology strategies, broadband connectivity partnerships, and infrastructure operations.  She has more than 25 years of experience in system architecture, information technology, strategic planning and project management for mission critical operations in federal and local government.  She leads a multi-disciplinary team focused on achieving Bellevue’s long-term smart city vision to create a more livable, sustainable and resilient city.  She also chairs a consortium building a robust regional fiber network connecting community institutions – schools, universities, hospitals, public safety agencies and cities.  

      Jessica Johnston

      Program Director

      Jessica Johnston is a Program Director at ICMA on the Global Programs Team. Jessica oversees a portfolio of local government technical assistance projects and contributes regularly to ICMA’s research and content. She holds a B.A. in Peace and Conflict Studies from Chapman University and an M.S. in Public Policy and Management from Carnegie Mellon.

      Peter Torrellas

      Vice President and Solutions Partner for Infrastructure and Cities

      Peter is the Vice President and Solutions Partner for Infrastructure and Cities at Siemens Internet of Things - his mission is to leave the world better then he found it by using technology to create Water, Energy, Building, and Transportation infrastructure that is amazing, easy to use, and good for our planet.

      His last role was the Head of Smart Cities and Communities at Siemens Smart Infrastructure which had a business and strategy focus on Smart Buildings, Resilience, Sustainability, IoT, Energy Production, Energy Procurement, Energy Efficiency, and infrastructure finance. As Chief Technology Officer at Siemens Infrastructure & Cities he was at the forefront of the Smart City movement with a portfolio that included logistics, aviation, passenger and freight rail, ports, and road and city mobility. Peter has over 20 years of experience at the intersection of digital innovation and our built infrastructure. He began his passion for making our infrastructure smarter 15 years ago by successfully designing and delivering over $500M in software, hardware, and IT technology for New York City’s infrastructure.

      Peter is a nationally recognized thought leader in the design and implementation of new technologies across several asset classes and has been hosted by the United Nations, World Bank Group, United Sates Conference of Mayors, National Governor's Association, National Academies of Sciences , International City and County Managers Association and many others to discuss the role of technology in our cities.

    • Increasing Efficiencies in Local Government: Connecting Data, People, and Processes

      Contains 3 Component(s), Includes Credits Recorded On: 08/22/2019

      Learn how to harness data to improve your local government's internal and external processes

      For local governments, effectively implementing the organizational changes necessary to keep pace with the digital world remains a challenge. Establishing a long-term vision, creating buy-in through early successes, and empowering staff are crucial steps that leaders can take to create a truly data-enabled organization. As an adaptive, rather than solely technical, challenge, this requires leadership methods that pull rather than push, enable rather than require, and mobilize rather than direct. 

      In this webinar, join Laura Shearin and Bristol Ellington from the City of Henderson, NV along with Oliver Wise from Tyler Technologies as they explain how you can use data to increase organizational efficiency. This webinar will cover:

      • How Henderson's vision of becoming a premier community has guided their strategic priorities
      • Using data to enhance service delivery and deliver better community outcomes
      • Strategies for identifying and addressing employees' technological skill gaps
      • Key ways leaders can drive this type of change within their organizations

      Laura Shearin

      Business Administration Manager

      Laura Shearin was named Business Administration Manager in December of 2015.  As such, Laura oversees the Office of Business Management which assists City leadership in implementing change management strategies; organizes special task forces and coordinates projects designed to address organizational management, strategic planning and performance measurement; and contributes to short and long-term organizational planning and strategies.  She provides executive-level technical assistance and analytical work for the City Manager and Assistant City Managers; tracks, monitors and reports key business performance indicators and continuous improvement efforts for the City; and researches, analyzes and prepares reports on administrative matters and high-level policy issues that may impact citywide operations.  She also manages the administrative staff for the City Manager’s Office.

       Laura holds a degree in Chemical Engineering and is pursuing her Master’s Degree in Public Administration.  She has held several positions at the city including the Business and Administrative Services Manager and Senior Business Analyst for the Public Works, Parks and Recreation Department and the City Capital Improvement Program Coordinator.

       Prior to joining the City of Henderson in 2005, Laura was the Operations Manager at Ocean Spray Cranberries, Inc. and both an Operations Manager and the Engineering Manager at Titanium Metals Corporation (TIMET). She is a board member for the Southwest Alliance for Excellence (SWAE), a member of both the American Society for Public Administration and the International Foundation of Employee Benefit Plans, in addition to being Six Sigma Green Belt Certified. Laura and her husband reside in Henderson, where she is a 16-year resident.

      Bristol Ellington

      Deputy City Manager and Chief Operating Officer

      Bristol S. Ellington was named Chief Operating Officer/Deputy City Manager in July 2018. Bristol directly oversees the Chief Infrastructure Officer/ACM, and the Fire, Police and Human Resources departments. Bristol was appointed Assistant City Manager since 2007 and has engaged with every city department on key operational issues and initiatives. As a result, he is well placed to manage complex areas of the organization as Chief Operating Officer/Deputy City Manager.

      From July 2005 to November 2007, he served as Director of Community Development. He previously served as the Assistant Director of Community Development, where he directly supervised the Current Planning and Long Range Planning divisions. Since joining the city of Henderson in 1996, the city's population has increased from 130,116 to more than 310,000 today.

      In 2013, Bristol received the Credentialed Manager designation from the International City/County Management Association, joining more than 1,300 local government management professionals currently credentialed through the ICMA Voluntary Credentialing Program. In addition, he received his master's degree in Public Administration from the University of Nevada, Las Vegas, a master’s degree in Urban Planning from the University of Michigan and a bachelor’s degree in Geography from the University of Wisconsin.

      Bristol is a member of the American Institute of Certified Planners (AICP) and the American Planning Association. Additionally, he is past president of S.A.F.E. House, Inc., a nonprofit organization dedicated to providing aid and shelter to victims of domestic abuse in Henderson and has been a member of the board of directors since 2003.

      Bristol was a Florida resident before moving to Henderson, where he served as the Principal Planner in the Current Planning division for the city of Palm Beach Gardens from 1988 to 1996.

      Oliver Wise

      Director of Socrata Data Academy

      Oliver Wise is the Director of Socrata Data Academy at Tyler Technologies. In this role, he helps governments develop the skills, leadership strategies, and execution tactics necessary to harness the potential of data to transform public services.

      Before joining Socrata, Oliver was the founding director of the City of New Orleans Office of Performance and Accountability (OPA), the City’s first data analytics team. Launched in 2011, OPA leverages data to set goals, track performance, and get results across City government. Oliver’s work in New Orleans has been recognized with an Organizational Leadership Award from the American Society of Public Administration, Certificate of Excellence by the International City Managers Association, an Innovation Award from the Bureau of Governmental Research, Certification from Bloomberg Philanthropies’ What Works Cities program, and a Bright Idea award from the Harvard University Ash Center for Democratic Governance and Innovation. He was also named to Government Technology’s “Top 25 Doers, Dreamers, and Drivers” list for 2015.   

      Earlier in his career, Oliver was a policy analyst for the RAND Corporation and the Citizens Budget Commission of New York City. He is also a co-founder of the Santorini-based Atlantis Books, which National Geographic listed as the best bookshop in the world.  He holds an MPA from NYU Wagner, a BA from Tufts, and lives in the Mid-City neighborhood of New Orleans with his awesome family: Ryan, Annie, Olive, and Eamonn.

    • Asking Police Chiefs the Right Questions to Make the Right, Data-Driven Decisions 8/7/19

      Contains 3 Component(s), Includes Credits Recorded On: 08/07/2019

      In this webinar, Leonard Matarese debunks some common myths about staffing police departments.

      Back by popular demand, Leonard Matarese returns with a police-only presentation to help you make informed policy decisions by knowing what to ask of your police departments.

      How many police officers do you really need? How well is your police department performing? Are "officers per 1,000" and "number of calls" really meaningful measures? Matarese will tackle these questions and provide data that will help you rethink the workforce allocation of your police department.

      The audience: Local government managers

      You and your staff will learn how to:

      • Understand the difference between “calls for service” and “workload”
      • Quantify actual workloads in police departments by seasonal and weekday variables and identify whether personnel are allocated correctly   
      • Get the metrics you need from police departments (such as the percentage of police officers' non-committed time) to make staffing decisions
      • Learn alternative strategies for handling calls for service
      • Establish goals and priorities and know what you need to analyze
      • Set measurable goals, identify performance problems, and apply strategies to follow the path of 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.

    • 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.