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Community and Client Services

Community and Client Services Monthly Review

1 to 30 June 2016

Community and Client Services 1-30 June 2016

Table of Contents

Highlights of the Month 3

Workplace Health & Safety 5

Review of Operations

Community Lifestyle 6 Mackay Convention and Entertainment Centre and Events 18 Corporate Communications and Marketing 20 Emergency Management 24 Health and Regulatory Services 27


Highlights of the Month

PROGRAM

PROJECT DETAIL

COMMUNITY LIFESTYLE

One Million stars to end Violence Program - A Commonwealth Games Project

In collaboration with Mackay Women's Centre, community members have been invited to participate in the One Million stars to end Violence Program. Stars produced locally will feature in an installation at the 2018 Commonwealth Games on the Gold Coast.

Greenmount Heritage Fair Annual Greenmount Heritage Fair was a success attracting a crowd of over 6,000, many of whom took advantage of the park and ride option.

MECC & EVENTS

MECC has moved to the scanned ticketing for larger events.

The MECC delivered its first scanned ticketed event at the T-20 All Stars Cricket match. The scanning system worked well and patron’s queues to enter moved quickly. This was a pleasing result for a first time event using the system. The Friends of the Theatre purchased the equipment for this project.

CORPORATE COMMUNICATIONS & MARKETING

Mackay Show Stand

The council-wide stand at Mackay Show was very successful with positive feedback from those who attended. Ten different programs across Council were part of the three-day display, which was branded #MackayPride.

#MackayPride boat promotion The community embraced this promotion with almost 3,000 entries received during the 4-weeks. The very happy winner was Rebekah Place from Sarina.


EMERGENCY MANAGEMENT (EM)

Community Awareness Community engagement continues with information and promotional items provided at the Greenmount Heritage Fair and the Mackay Show.

HEALTH & REGULATORY SERVICES

Mackay Show Environmental Health Officers carried out food safety inspections of food businesses and compliance was high.

Proactive Patrols Local Laws Officers undertook patrols at popular dog walking areas across the region including the Gooseponds, Blacks Beach, Andergrove, North Mackay, Slade Point and Town Beach, and most dog owners were using a leash to walk their dog.

Bridget Mather Director Community and Client Services


Workplace Health & Safety

• Two unrelated lost time injuries occurred at the Library: o Kneeling to tidy toys, upon rising felt knee pop, ambulance attended, first aid

provided. o Strained upper back during the course of carrying out duties of the day.

• Both cases were fully investigated and strategies put in place to prevent similar incidents.

• The two injuries resulted in minimum time away from work.


Community Lifestyle

Overview

• It was a busy month for the Community Programs team, with the delivery of two well-attended Expos – the Mackay Homeless Expo and the Australian South Sea Islander Health & Well-being Expo.

• The team is encouraging the community to get involved in the One Million stars to end Violence Program as part of the Gold Coast Commonwealth Games. http://www.onemillionstars.net/

• The first part of An Emerging Leaders program for the Australian South Sea Islander community was developed and delivered to community members.

• The Greenmount Heritage Fair attracted record participation. • Mackay Library Services capped off a busy financial year by exceeding all of their annual

KPIs, with the exception of visits to the Heritage Collection. This collection is currently closed to enable it to be relocated to the Dudley Denny City Library later in the year.

• Artspace opened 3 new exhibitions during the period, including an exhibition by a local photographer, which attracted record attendance at the gallery.

Community Programs Number of Community Enquiries – 560 Number of Emergency Relief Assistance Packages Provided - 15 Community Development Activities

• The Reconciliation Action Plan (RAP) Working Group is reviewing the progress of the current plan and this will assist in the drafting of the next RAP. A number of community representatives will be invited onto the group, to give an external perspective.

• Support was provided to Yuwibara Traditional Custodians to prepare an historical display as part of Council’s NAIDOC Flag Raising Event to be held 4 July followed by a NAIDOC-inspired display in Council’s foyer.

• There was collaboration between Community Programs, Artspace Mackay and Mackay Library Service to provide a range of Indigenous-themed children’s art activities and an art exhibition within the Council precinct during NAIDOC week.

• Final round of Regional Arts Development Fund (RADF) program processed. • Art Is In Issue 68 (June – August 2016) produced and distributed. • A range of Accessible Communities Action Plan consultations were held across the region. • The fifth Mackay Homeless Expo was held with over 160 people in attendance. • The inaugural Australian South Sea Islander Health and Wellbeing Expo was held with 60

people in attendance • An Emerging Leaders workshop for Australian South Sea Islanders was developed and

facilitated by the CAMS Officer (Community Action for a Multicultural Society). • Nine museum volunteers attended training in MOSAiC – the museum information

management system. • Sarina Queensland Day Celebration was held on 4 June at Field of Dreams, with

approximately 400 residents in attendance.

http://www.onemillionstars.net/


Community Meetings / Events / Interagency Meetings. 81 meetings and events were held, highlights included:

• Community Programs team members attended the Coalition of Community Boards forum • The Manager Community Lifestyle and Community Programs Senior Co-ordinator attended a

State Government forum, Forecasting the Future – Community Services in Queensland 2025, the outcomes from which will be used to shape responses by council over the next decade

• Grant writing information sessions were conducted to introduce the new on-line community grants portal across the region, with approximately 70 groups and organisations represented

• Work continues with the Eungella Community Development Association, for example, around the establishment of a Men’s Shed, attendance at a grant writing workshop and investigation into the use of SMS as a communication tool

• General Agency Interagency meetings – Mackay and Sarina • Disability Action Week (10-17 September) planning commenced • Community Development Officer attended consultation on discussion paper, “Working

Together for Better Housing and Sustainable Communities” • City Safe meeting • Mosque Open Day

Sister Cities 2 events/meetings were held, which included:

• 2016 Matsuura Youth Ambassador – separate students and parents information sessions • Monthly committee meeting

Sport & Recreation 17 events/club meetings were supported. Events coordinated included:

• Worked with South Mackay Sporting Precinct members to inform Traffic Management plan for the T20 cricket game at Harrup Park

• Working toward redesign of Webpage presence on Council website • Provided support to Strategic Planning for the review of the Open Space Sport and

Recreation Plan • Worked in conjunction with Property Services and Community Engagement to review leasing

renewal requests Community Grants and Sponsorships

Community Grants and Sponsorships $ Value Provided to the

Community – June 2016

Grants

In-kind Community groups assisted:

• Newlife Church • Mercy College Mackay • Sarina Kennel Club Inc

$2,820.19


• Pioneer Valley Agricultural Show Society

• Port of Mackay Rotary • 131 Army Cadet Unit • Pioneer Valley Relay for Life • Mackay Host Lions • Mackay and District Pipe Band • Eungella Community

Development Association • Leukaemia Foundation • Pink Ribbon Charity Fair

Junior Sporting Bursaries • Athlete attendance at U16 Australian Basketball

Championships

$150.00

Libraries

Service/Activity YTD Achievement

Annual KPI

RAG Status

Comment

New Library Members 4,822 - Total membership numbers are on par with 2014-15

Library Loans 747,192

640,000 This is a combination of physical and electronic loans

Database Hits 30,502 10,000 Database content is meeting community demand

Social Media Followers 1,686 700 Reflective of a deliberate social media campaign leading to increased engagement

In-Person Visits

384,855

380,000 Reflective of increased program delivery including “First Five Forever (F5F)” program.

Web Visits 308,720

300,000 Reflective of the trend to on-line access to resources


Heritage Collection Visits -

600 Heritage Collection Room closed to enable deaccessioning prior to relocation to DDCL

Active Volunteers 70 70 Numbers remain static

Programs/Events/Classes 48,810

30,000 Increased program delivery due to State Library of Queensland funding, e.g., F5F, Tech Savvy Seniors and Portahub (technology hub)

Public Computer Hours 26,560

No KPI Public computer access is on par with 2014-15

Artspace Mackay *

Service/Activity Monthly Achievement June 2016

Monthly Achievement June 2015

Comment

Visitors:

Artspace

Town Hall

1,643

-

1,809

-

No community exhibition at Town Hall in June

Web Visits 1,791 1,211

Total Number of e-Newsletter Subscribers 1,276 1,373 Customers are switching to Facebook to get their information

Facebook Subscribers 3,699 Commenced in 2016

Publicity around the Rock, Paper, Scissors Art market is driving customers to Facebook

Exhibitions 3 2

Public Program Participants 257 429 The National Photographic Portrait Prize exhibition was


held at Artspace last year direct from the National Portrait Gallery

Workshops 6 - No workshops held in June 2015

Current Exhibitions

Artspace Mackay

• Their Name Liveth Evermore: RSL Sub Branch, Carmila Veteran’s Portrait Project • Greyscale • Captive Audience: Recent works by Rosemary Payne

* The change to monthly reporting means that the 2015 and 2016 figures can’t be compared.

Museums

January's visitors: the volunteer-run museums are traditionally closed during the summer months. May 2016 includes attendance at the Greenmount Heritage Fair.


Community Engagement

0123456789

10

Civil Projects CommunityLifestyle

DevelopmentEngineering

Parks,Environment

&Sustainability

PropertyServices

TechnicalServices

Water &Waste

Services

No.

of C

omm

unity

Eng

agem

ent A

ctiv

ities

Mackay Regional Council Program (Project Manager)

Community Engagement Activities by Program* 1 to 30 June 2016

Consultations

Notifications

Levels of Engagement June 2016


Status of Community Engagement Activities

Project Name Type of Engagement

* Engagement Tools

Program Department

Completed Engagement Activities

Kellys Road, Walkerston levee bank construction: advise residents

Notification • Notification

letter Civil Projects Engineering & Commercial Infrastructure

Matsuura Drive ramp construction: advise Caneland Central & Bluewater Lagoon of access ramp construction for people with a disability

Notification

• Notification emails

Civil Projects Engineering & Commercial Infrastructure

River Street footpath construction: advise school and community

Consultation

• Meeting • Notification

email • Liaison with

school


New footpath at Shakespeare Street, West Mackay: advise Defence (cadets) site and Bridge Club of new footpath and advise residents in proximity to site

Notification

• Notification letter


New kerb & channel at Albatross Street, Slade Point: advise residents and non-resident property owners

Notification

• Notification letter Civil Projects

Engineering & Commercial Infrastructure

Construction of new footpath at Holts Road, Beaconsfield re: advise residents and non-resident property owners

Notification

• Notification letter Civil Projects


Peel & Victoria Street Intersection: consult with businesses regarding resurfacing works

Notification

• Consultation with businesses

• Notification letter


2016-2020 Arts and Cultural Heritage Policy: report to consultants on results of online consultation

Consultation

• Connecting Mackay

• Survey Community Lifestyle

Community & Client Services

Remediation works at Gooseponds (fish ladders)

Consultation • Notification

letter Parks, Environment & Sustainability

Development Services



* Engagement Tools

Program Department

Tree maintenance at Brewers Park Sporting Precinct: advise sporting clubs of planned tree removal and pruning

Consultation

• Notification emails

• Liaison with sporting groups/lessees

Parks, Environment & Sustainability


Grasstree Beach stairs replacement Notification • Notification

letter



Armstrong Beach stairs replacement Consultation • Notification

letter



Construction of new beach access at Far Beach, South Mackay

Notification • Notification

letter • Public

notification sign



Grasstree Beach Revegetation Consultation

• Community meeting invitation letter



Lansdowne & Horse and Jockey Road intersection redesign

Consultation

• Community meeting

• Community meeting invitation flyer

Technical Services


Biltof Street Sewerage Pump Station: advise Junior Rugby League Club of installation of flowmeter

Notification • Notification letter

Water & Waste Services


McCreadys Creek Gravity Sewer Main project: liaise with property owners regarding ongoing project and access required by contractor

Consultation • Notification letter



Boundary Road East water main realignment: consult business owners regarding project

Consultation • Notification

letter • Consultation

with businesses



Tree removal/pruning near Amstead Avenue sewerage pump station

Consultation • Owner and

corporation liaison





* Engagement Tools

Program Department

Current Engagement Activities

2016-2020 Accessible Communities Action Plan: provision of support to consultants, including online consultation

Consultation


• Surveys • Consultant

assistance

Community Lifestyle

Community & Client Services

Construction of Northern Link Road (Rosewood Drive): consultation with residents and other stakeholders regarding construction of missing link

Consultation

• Stakeholder engagement strategy

• Community letter

Development Engineering


Bucasia Skate Park: consult with community regarding proposed relocation of skate park (developer led project)

Consultation

• Engagement planning

• Stakeholder list



Proposed lease to Clay Pigeon Shooters

Consultation • Site visit • Stakeholder

initial consultation

Property Services

Organisational Services

Proposed lease to Sarina Water Ski Club Inc. at Middle Creek Dam: consult community (residents and property owners and Sarina Water Ski Club Inc.)

Consultation

• Stakeholder engagement strategy

• Stakeholder meetings

• Stakeholder liaison

• Stakeholder letters

Property Services


Removal of mature fig trees at Bluewater Lagoon: consult residents and businesses regarding tree removal

Consultation

• Stakeholder engagement plan

• Stakeholder list

Property Services


Magpies Football Club Master Plan: helping plan/run community meeting

Consultation • Stakeholder list • Resources

created

Property Services


Vincent Street reconstruction: survey residents and property owners regarding access requirements

Consultation


• Survey • Stakeholder

letters

Technical Services




* Engagement Tools

Program Department

Nita Fleming Oval (and Novar Court Residents) at corner of Juliet Street & Bridge Roads: consult residents, sporting club and community organisation

Consultation

• Stakeholder engagement plan

• Stakeholder list Property Services


On-Going Projects

Oak Street & Bedford Road intersection upgrade: advise residents and school regarding slip lane & footpath construction and installation of new traffic signs

Notification

• Stakeholder meeting

• Notification letters



East Gordon Street Bridge: consultation with two businesses regarding scheduling of works

Consultation • Stakeholder meetings


Amendment to Gooseponds maintenance (mowing bank): advise community of amendment to maintenance regime and rationale for change

Consultation • Stakeholder

liaison • Stakeholder

letter



Fourways Flood Barrier Project: consultation with property owners regarding site visits

Consultation

• Stakeholder engagement plan (ongoing)


Technical Services


Improving access to Anzac Avenue Sewerage Pump Station: consult with adjoining property owners regarding proposed turnaround area and easements

Consultation

• Stakeholder meetings


Water & Waste Service


Proposed Projects

Lambert Lookout: community consultation regarding proposed whale watching pavilion with observation area, interpretative signage and seating

Consultation

• Draft stakeholder engagement plan





* Engagement Tools

Program Department

James Croker Drive & Malcomson Street intersection upgrade: planning consultation with residents and businesses regarding intersection upgrade (installation of traffic lights)

Consultation

• Draft stakeholder engagement plan

Technical Services


Mt Oscar Water Augmentation: advising residents of maintenance to water infrastructure in Mt Pleasant (approximately 7 streets impacted)

Notification

• Planning engagement Water &

Waste Services


Dudley Denny City Library Project – Changes to car parking: advising businesses of DDCL car park works and changes to adjoining River & Gregory Street car park

Notification

• Planning engagement

City Centre Projects


Spirit of ANZAC Road Closures: Advising businesses and residents of temporary Macalister Street road closures

Notification

• Notification letters Community

Lifestyle Community & Client Services

Bridge Road Left in Treatment: Advise businesses and residents of planned installation of rubber lane marker in Bridge Road to prevent eastbound traffic turning into Nick’s IGA complex and improve traffic safety

Notification

• Notification letters

Technical Services


Upgrade of Seagull Street Boat Ramp: consultation with community regarding proposed boat ramp upgrade and construction of car park

Consultation

• Planning engagement Technical

Services


* The engagement tool represents the activity for this month only. It could be that consultation has occurred over a period of months and the notification letter is the only activity for the month.


Financial

Operational Budget

Service Area

Jun 16 YTD

Budget YTD

Actual Target Comment

Operations $238,430 $230,586 Within Budget

Artspace Mackay $795,961 $793,632 Within Budget

Community Engagement

$187,903 $182,519 Within Budget

Community Programs

$4,865,065 $4,648,084 Within Budget - Community Development Strategy Project carried over pending completion of Accessible Communities Action Plan and Arts & Culture Plan review.

Library Services $3,101,176 $2,948,655 Within Budget – staff vacancies have resulted in operational savings, together with focus on reducing costs. Currently recruiting to fill positions.


Mackay Entertainment & Convention Centre and Events Overview

• The MECC acting on patron feedback have reconfigured the seating arrangements for seating in the convention centre for flat floor events. This has been a long term project and the patron feedback since the roll out in early June has been very favourable.

• A considerable amount of work is continuing on the Spirit of ANZAC experience and Festival of Arts program to deliver in July.

• The MECC delivered its first scanned ticketed event at the T-20 All Stars Cricket match. The scanning system worked well and patron’s queues to enter moved quickly. This was a pleasing result for a first time event using the system.

Performance Target as at June 2016 Comments

Non-Financial Indicators KPI Year to date

Number of Performances fully cost recovered 50% 50% KPI achieved

Minimum number of catered functions (excluding performances) 140 116

Economic climate

Average attendance at events Auditorium 550 Auditorium 417 Economic climate

Foyer/space 100 Foyer/space 100 KPI achieved

Halls 600 Halls 552 Economic climate

One Hall only 200 One Hall only 249 KPI achieved

Number of non-utilised days 90 98 Economic climate

Number of Performances at the MECC 200 193 Economic climate

Number of Conferences/Expos 20 20 KPI achieved

Number of Events with Attendance from outside Mackay Region LG area (Post Code Data)

40 34

Less patrons from the western towns and competition in the ticketing market

Number of Student Attendances 2,000 3,327 KPI achieved

Number of workshops > Youth 6 7 KPI achieved

Number of engagement workshops/activities 8 12 KPI achieved

Yearly occupancy of facility 175,000 145,046 Economic climate

Customer Hire Satisfaction 80% 93% KPI achieved

Number of regional events assisted through either financial or in-kind assistance

6 8

KPI achieved

Number of regional events ticketed 8 10 KPI achieved


Budgets

Income June 2016

• Budgeted $841,230.63 and Actuals $691,884.93. Three large ticketed shows planned when the budget was produced did not go ahead.

Expense June 2016

• Budgeted $1,038,835.69 and Actuals $905,036.98 Savings are reflective of the lower technical costs associated with the productions.

Program Budget June 2016 94%

Festivals and Events

Mackay Mazda Festival of Arts

• The Mackay Mazda Festival of Arts continues its momentum from launch and tickets sales through June reached $30,000.

• The majority of the marketing for the festival has been pushed out to the region and we continue to see great interest from the community.

• The Festival’s social media has reached more than 30,000 people, with engagement up 73% and page likes also up 8% this month.

• Final touches are being put on events by the team and will be ready to deliver on the second week of July.

Global Grooves

• The community committee meets again in August. • The team is currently programming the headline acts for the main stage. • Expressions of interest from cultural community groups are high and growing in comparison

to last year. • Discussions have been held around the location of the event within the park. Should the

number of groups/stalls increase, the event may move to the main cricket oval in October. • Timing of the event has also been discussed at length, with many groups opting for a later

start and later finish to take advantage of the afternoon and evening rather than the full sun which is impacting crowds.

New Year’s Eve

• Programming for this event continues, with headline act to be confirmed.


Corporate Communications and Marketing

Overview

Successfully organised and coordinated the council-wide Mackay Show display. Eight programs across council embraced the concept for a #MackayPride display, featuring parks, economic development, waste, libraries and the MECC.

The response from the public was overwhelmingly positive, with over 2,000 people visiting the display during the three days. June was also the culmination of the #MackayPride boat promotion in partnership with SEAFM and Sugar City Marine.

There were 1920 entries with nearly a third coming from the Mackay Show display. All entries have now been subscribed to the Council Connect eNewsletter. Sarina resident Rebekah Pace was named the winner of the 4.2 metre Quintrex Renegade.

A series of positive stories emerged on the 16-17 Budget.

Website visits to corporate council website for 15/16 year

Significant increase in traffic in March due to Local government election.


Visits to other Council websites for June 2016

Sarina Sugar Shed has launched a new website and awaiting the installation of Google Analytics.

Social Media trends for 15-16

Recorded a 37% incresase in Facebook likes for 15-16 year.

0

10,000

20,000

30,000

40,000

50,000

60,000

Artspace MECC Mackay CityCentre

BotanicGardens

MackayRegionalCouncil

1,791

20,491

2,556 1,699

57,596


eNewsletter Subscribers as at June 30 2016

eNewsletter Subscribers

Artspace: 1276 (Last month: 1268)

Botanic Gardens: 786 (Last month: 790)

Community Development: 808 (Last month: 811)

Council Connect: 2325 (Last month: 793)

Library: 1921 (Last month: 1934)

Creative Mackay Ebulletin: 860 (Last month: 858)

Recreation Services: 651 (Last month: 647)

*Increase in subscription to Council Connect due to #MackayPride boat promotion. All entries had to provide permission to subscribe to Council Connect

Advertising-Marketing & PR spend across all council programs to June 2016

Finished the 15-16 year $187,000 under budget despite higher than usual spend due to Show Stand and #MackayPride promotional campaign. Both promotions delivered within allocated budget

Operational advertising spend 15/16 under budget


121 council-related Media stories for month of June

• 42 media releases issued for June • Average of about 3 media requests a day during June

General

• Work has commenced on the annual 25 year club book for staff • Delivery of media strategy for the Mackay Mazda Festival of Arts with TV, Radio and Social media

campaign underway. • Meetings held with media outlets to arrange advertising prices for new financial year

20

88

0 5

3

3

0 0 1

1

Media Monitoring Break-Down June 2016 News Clips/Articles

Seven Television

Daily Mercury/Midweek

Council Leader

ABC Radio

Sea FM

Star FM

Hot FM

4MK

QantasLink

Courier Mail

110 91%

11 9%

Positive and Negative Stories in the Media June 2016 Positive Negative


Emergency Management Overview During this month the Emergency Management Team has continued to focus on community awareness and preparedness by attending and providing resources at the Greenmount Heritage Fair and the Mackay Show. An Emergency Management presentation was also given to the Grade 3 - 6 students at Dundula State School regarding the types of disasters as part of their geography unit. The Emergency Management Team attended the Australian & New Zealand Disaster and Emergency Management Conference at the Gold Coast. The Emergency Management Coordinator was a guest speaker for the conference and gave a presentation on his research topic; "Volunteers in Emergencies; Risks associated with disaster deployments for SES volunteers and Emergency Management Queensland staff" which was well received. Emergency Management attended the Flood and Stormwater Management Strategy and provided feedback on the Emergency Management sub strategy. Technical Officer and Bureau of Meteorology (BoM) identified sites for new rain and river alert stations around Mirani and Finch Hatton. Exercises • Emergency Management Technical Officer attended the discussion exercise "Coal Express"

maritime pollution incident which was conducted by Maritime Safety Queensland (MSQ).

Activity Event Comments

Emergency Management Operations

June Rainfall

The Emergency Management Team was placed on 'WATCH" to monitor the potential severe weather prediction over the weekend of 18-19 June.

SES Activations Assist Qld Police Service

• Man attacked by bull - Emergency Positioning Indicating Response Beacon activated

• Forensic Search at Glenden for possible evidence in murder case • Traffic Control for Bloomsbury truck rollover

State Government Engagements

SDCC Teleconference

Participated in the Local and District Severe Weather Forecast Briefing hosted by the State Disaster Coordination Centre 16-17 June.


Emergency Management Capital Projects & Facility Upgrades

* Community Events - Total Tools Sausage Sizzle, RSL Family Event at Showgrounds, Marina Fun Run, Habana Rural Fire Family Day, T20 Cricket, Greenmount Heritage Fair. Assist Isaac region - Nebo U/8s and Educational Film

1845

464

169

325

243

SES VOLUNTEER HOURS

Training

Administration

Maintenance

Activation

Community Events *

Project Phase

Phase % Completion

Budget

Time Comments

Ness Street SES Facility Upgrade Project.

Plan 5% Aecom Australia Pty Ltd provided the Interim report following the contaminated earth testing and compilation of the removal management plan. The final report from Aecom has been received and recommendations being considered.


• 297 Active = Number of Current Active Members • 6 Probation = New SES Recruits on 3 Months' Probation • 9 Reserve = Members who have stood down for a period of time; e.g. Work Commitment, Sickness, Maternity Leave

11 8 6 21

180

7 28 36

4

2

1 1

3

1

3

0102030405060708090

100110120130140150160170180190200

ArmstrongsBeach

Calen CampwinBeach

Koumala Mackay MidgePoint

Mirani Sarina

No#

Vol

unte

ers

SES Facilities

SES MEMBERSHIP AS AT 30 JUNE 2016

Reserve

Probation

Active


Health and Regulatory Services

Review of Operations

Client Requests Overall, numbers of client requests received increased slightly when compared to the previous month. The largest increase was in Local Laws, particularly in animal related requests. Health and Regulatory Services aim to complete 85% of requests for service within nominated timeframes, however, depending on the circumstances of each individual matter and the speed at which compliance can be achieved using compliance processes, timeframes for completion can be influenced. The statuses of requests are constantly monitored. Teams and Officers consider risk to the community and prioritise accordingly. A review of nominated timeframes to complete requests has commenced to determine if timeframes are appropriate. Decreased numbers of requests relating to overgrown properties were received by Local Laws Officers. This is attributed to the drier weather allowing residents to remove overgrown vegetation around their properties. Parthenium and Giant Rat’s Tail grass control along road sides has been a prominent activity of Pest Management Officers this month. Scattered showers and rain has allowed weeds to flourish and Officers, with the help of contactors, have been responding accordingly. The yearly cycle of outdoor events continues and Environmental Health Officers have been assessing increased numbers of applications and carrying out inspections with respect to conditions of approval and temporary food.

VOLUME OF OPERATIONS No. of Client Requests Processed

Vector Control

The table below represents the mosquito control work carried out by the Vector Control team in June 2016.

Sites Inspected Sites Treated Hectares Treated

211 58 515 Ha


81% 84%

90%

82% 88%

30%

40%

50%

60%

70%

80%

90%

100%

Apr-Jun(2015)

July -Sept

(2015)

Oct - Dec(2015)

Jan - Mar(2016)

Apr - Jun(2016)

Target - 100% Within 5 Days

Local Laws Client Response

% Responded to within 5 Days

CURRENT MEASURES

What is being measured? Local Law client requests are acknowledged within 5 days, and completed within allocated timeframes.

The above graph shows the number of requests responded to within 5 days.

The target is 100% initial contact within 5 days.

Management Commentary for current period The Local Laws Team focused on a wide range of services for both internal and external clients relating to animal management, overgrown properties and abandoned vehicles. The results of the latest quarterly survey were positive and indicate a high response level to community requests for service.

The 88% response rate within five days increased marginally from 82% in the previous reporting period, largely due to the decrease in overgrown property requests received.

What is being measured? The above graph shows the average satisfaction of clients. There is currently a rating scale ranging from completely satisfied through to strongly dissatisfied. The aim is for 85% satisfaction.

Management Commentary for current period The focus over this period has been to improve how client satisfaction is measured. Moving from telephone surveys to a refined online survey has improved our response rate and accuracy of information received. 337 customers with email addresses were sent a survey following the finalisation of their service request and 68 responses were received, equating to a 20% response rate. Members of the community clearly wanted to share their thoughts on their experience with Health and Regulatory Services. Opportunities for improvement have been identified, particularly with overgrown property requests and keeping people informed of progress or delays. Officers are now trialling the use of SMS for progress updates, which is receiving positive feedback. Client satisfaction has improved marginally over the past reporting period.

75% 75% 75%

66% 68%

30%

40%

50%

60%

70%

80%

90%

100%

Apr - Jun2015

July - Sep2015

Oct - Dec2015

Jan -March2016

April -June2016

Client Satisfaction

Satisfaction Percentage


MONTHLY INFRINGEMENTS ACTIVITY The graphs below provide a summary of infringement activity for Health & Regulatory Services over the past 13 months from 01 June 2015 to 30 June 2016. Officers regulate 2,525 on street car parks, off street car parks, loading zones and car parks designated for disabled people, daily.

INSPECTIONS

This table shows the premises inspected by the Environmental Health Officers in June 2016.

Type Inspections Compliant Non-Compliant – Minor - Verbal Follow Up

Caravan Park 1 1 0 0

Food 27 18 0 9

Accommodation (Hotel, Motel, Backpackers, Holiday Flats & Units, Bed & Breakfast

2 1 1 0

Swimming Pools 3 2 1 0

Footpath Dining, Itinerant & Static Vendors

1 1 0 0

Environmental Relevant Activity 0 0 0 0

Outdoor Entertainment / Event Permit

0 0 0 0

Skin Penetration Licence 1 1 0 0

Temporary Food Permit (Commercial)

34 19 3 12

Temporary Home Permit 0 0 0 0

TOTAL 69 43 5 21

50

150

250

350

450

550

650

750

Tota

l

Month

Regulated Parking Infringements Issued

InfringementsIssued


0

5

10

15

20

25

30

35

40To

tal

Month

Local Laws, Development Compliance & Environmental Health Infringments Issued

Local LawsInfringements

DevelopmentComplianceInfringements

EnvironmentalServicesInfringements

Local Laws Infringements Environmental Services

Infringements

Development Compliance

Infringements • Animal not registered within 14

days of keeping (7) • Failure to comply with a

compliance notice (7) • Overgrown allotment on more

than once in 12 month (4) • Animal wandering at large (3)

• Deposit litter – ind (5) Nil

MONTHLY OPERATIONAL FINANCE PERFORMANCE

Operational Finance Performance

Health and Regulatory Services’ operational expenditure and revenue continue to track consistently with budget projections. The net loss for June 2016 is $2,291,119. However, once end of year processing for June is completed this figure will rise to $2,778,428 which is the budgeted figure. There is further work occurring to provide enhanced detail in the Health & Regulatory section of the report. This work will be completed by 31 July 2016.

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