Working with Clients during Covid-19


In theory, helping the teams create a 5-minute, multimedia presentation would have been fairly easy before COVID. They likely would have visited Chapel Hill during the summer for meetings, and I could have set them up for audio or video recording with professional equipment at the SOG. Worst case scenario, I may have had to make a road trip to the communities in order to co-create the presentations. However, COVID-19 has made client relationships much more complicated, especially in communities that may lack strong broadband access or public health infrastructure. Many of the individuals and organizations in the ORP are doing double duty as COVID-19 contact tracers, care providers, or policymakers. They are often extremely busy, even overwhelmed, with pandemic-related work, which makes finding time to meet difficult.
Additionally, travel restrictions and bans on in-person meetings have made all of our work on the presentations virtual. Instead of a day’s worth of recording, I have to schedule weeks of time in which I provide drafts to project managers and teams, they record audio, and I put the final products together. This has made working with clients much more difficult than it likely would have been without the influence of coronavirus. However, the teams have also expressed their gratitude for my help during this time, as they are overworked and already coping with drastic changes to in-person programs and services, including drug courts, syringe exchanges, and medical care and counseling. Although the pandemic might have made it more complicated and time-consuming, it has also taught me how to work with diverse clients virtually, and has thereby been a valuable professional experience both now and in the future.

Equity and Data-Driven Policy

Equity is a word that is floating around more in media coverage and professional discussions as Black Lives Matter protests continue this week. There are calls for dramatic policy changes to local, state, and federal governments around the issue of policing, but also other areas that can dramatically improve the lives of the historically oppressed – education, employment, social programs, and housing among them. In connection with my post last week, about making systemic change, I chose to write about a tool that can assist policymakers in creating more equitable policy, as well as an example of ncIMPACT’s current work in this arena.

One solution in the equity toolbox is to rely on data-driven policy in order to concentrate resources in the most needed areas, rather than relying on tradition or the judgment of those in power. This data does not just consist of surveys or graphs, but also listening to communities and respecting their expertise and self-determination in order to create policies and programs that fit them and their needs. Although this is often more time-intensive, policy made without the substantive participation of key stakeholders is often less effective, and may not have the intended outcomes for which it was created. ncIMPACT’s study designs often rely on mixed-methods and participatory research in order to discover needs and pilot solutions to equity-related problems, and I am fortunate to be working on several of them this summer.

A screenshot of NVivo, the software I am using to code qualitative responses to the COVID-19 survey (Source)

One such project is the survey that ncIMPACT conducted with local government officials to discover the impact of COVID-19 on their organizations and communities and see how the School of Government can best respond. I will be completing the qualitative analysis of several open-ended questions for the 200 or so respondents from 89 NC counties. This survey will give us the chance to measure, in semi-real time, the impacts of COVID on a state-wide scale, as well as in regions with diverse economies and risk factors for the pandemic. Being able to complete work that will likely directly impact the SOG’s programs and products during this time is a very fulfilling professional experience. Although it may not directly be related to racial equity or police reform, COVID is already having disparate impacts on communities of color, which is likely to continue even after a vaccine is available. Understanding how local governments are responding, and what support they need, is a unique role the SOG can play in mitigating the negative effects of the pandemic and making North Carolina a more equitable place.

Speaking Out and Making Change

Writing this blog has been difficult this week, as our country cries out in pain and anger and demands change of our institutions. The murders of George Floyd and Breonna Taylor by police in Minneapolis and Louisville have inspired global protests, including in all 50 US states. There are hundreds of thousands of people demanding justice in cities all over the country, including Raleigh, Durham, Chapel Hill, Charlotte, Greensboro, Fayetteville, Wilmington, and more in North Carolina alone. All of this is, of course, in the context of the systemic racism experienced by people of color – violence from police, but also disparities in every major health and wellbeing indicator, the trauma and chronic stress of interpersonal and institutional racism, and the reality that to many Americans, their lives matter less than their white counterparts. And I want to make it clear: Black Lives Matter, and it’s our responsibility as individuals and professionals to change the systems we work in to be anti-racist and anti-oppressive.

Working for a governmental organization is hard right now, as someone whose partner, best friend, and colleagues are Black. I recognize the complicity of all of our governmental institutions in racism, simply because of our nation’s history as one built on genocide and slavery. And I honestly didn’t know what to write about for MPA Matters that would not seem either tone deaf or overly political. I was worried not only that my words would not be sufficient, but also that they may not be appropriate for this platform. However, I argue that as we MPA students work in our PWEs this summer, that it is our duty to not only observe government’s functions and build our own skills, but also challenge the assumptions on which these organizations rest.

That challenge may not be the same for everyone; as an employee of the School of Government, my work must remain understandably policy neutral in order to engage elected officials and administrators from all corners of our state. And ncIMPACT’s work, including all of the projects on which I am working, are focused on making the lives of vulnerable populations, including Black North Carolinians, better, safer, and more prosperous. I can take some comfort in the fact that my efforts will effect some change, for individuals and communities if not the systems themselves. However, there is so much more to be done, personally, professionally, and institutionally, to address my and our roles in white supremacy and anti-black violence. My hope is that after the protests are over – when police have put down their tear gas and rubber bullets – that we all maintain the same level of urgency we feel now for change, unity, and the value of Black lives.

The Census and Data-Driven Decision Making!

With National Census Day (April 1) upon us, I wanted to talk about how important Census responses and data are for public administrators.

picture of a cartoon city

State and local governments, and even nonprofits, can use census data for descriptive analyses to describe the demographic diversity within a jurisdiction or  assessments to understand the communities needs and target program and policy efforts effectively. Governments can use the data to help with planning related to public-policy decision making, including the day-to-day decision-making process. 

Here are some ways that public administrators around you have used Census data: 

  • Reapportionment and Redistricting: Census data can be used to comply and enforce laws related to reapportionment and redistricting. For example, the race question on the Census becomes useful for local governments compliance with and enforcement of the Voting Rights Act. To learn more, check out this information
  • Community Planning and Development: Census data can be used at the city-wide level to prepare and update general plans like land use and housing elements and for infrastructure planning. To learn more, check out this information
  • Social Services: Census data can be used to assess the need of social service programs. For example, Head Start programs are mandated to serve families with the greatest need. Data from the Census Bureau, through the Census or the American Community Survey, are used to certify eligibility for federal and state funding of the Head Start program and to target areas where the program is needed. To learn more, check out this information
  • School Districts: Census data can help school districts develop demographic profiles of the students and community to better understand their educational needs. For example, this can help schools identify the need for bilingual instruction programs and other special services that may be warranted in the schools. To learn more, check out this information
  • New Service Justifications: Similarly to the above statements for schools, nonprofits and local governments can use Census data to create demographic profiles to justify new service provisions. To learn more, check out this information

Census data can serve so many purposes; these were just a few! So please remember to complete your 2020 Census! This has a huge impact on what public administrators will understand about our communities for the next 10 years. 

Complete your 2020 Census online at my2020census.gov, by phone at 844-330-2020, or by mail when the physical questionnaire arrives in mid-April. 

Adapting to Change

We’ve all been inundated with news about the coronavirus crisis that the world is coping with these days. Throughout the ordeal, public administrators remain on the front lines of the pandemic serving in many roles at all levels of government. Living through a time of crisis is unsettling, but I am encouraged by the committed public servants I interact with each week both in my PWE and in the MPA program. Students showed up in class this week despite working twelve (or more) hour days responding to the crisis. They work in local budget offices and health departments and emergency management. They serve in state and federal agencies, preparing their communities for the ongoing situation and the recovery that will follow.

Two weeks ago (has it really been only two weeks?) I drove down Main Street in Canton on the way to my PWE and noticed that downtown was thriving. Workers stood on ladders erecting signs for new businesses. Shoppers passed through the doors of boutiques. Tourists sat on the patios of the local restaurants. Since then, measures taken in response to COVID-19 have resulted in rapid and dramatic changes. When I drove through town this morning, the sidewalks were deserted. Except for a small number of residents venturing out for supplies or employees traveling to their shifts, the streets remain noticeably quieter.

Changes brought on by this pandemic have fundamentally altered the way we live, forcing everyone to adapt. In many ways, being a student in the MPA@UNC program has prepared me for working in the current environment. As other managers, employees, and students face a learning curve transitioning to remote work and distant learning, my PWE and school work continue uninterrupted. Like everyone else, I wake up wondering what changes the day’s news will bring. And, of course, the coronavirus has disrupted much of what I do every day. I am forced to balance new responsibilities while remaining focused on finishing my PWE, writing research papers, giving final presentations, and completing final exams. For now, though, I am grateful to be part of a program that has enabled me to adjust to uncertainty and confront new challenges every day.

This Week’s Pet Projects

I have often heard local government employees explain that they love their jobs because each day brings new challenges and opportunities. The same has been true in my PWE. Last week, the town manager sent me an unexpected and fun assignment. I planned to start this week continuing my research on local ordinances but instead had the opportunity to write a report for the town’s planned upcoming dog park. Prior to this week, I knew nothing about dog parks, so I really enjoyed researching the topic and writing the report. Did you know the top citizen priorities for dog parks are typically cleanliness, shade, and water? I discovered best practices related to everything from amenities to location to surface materials!

Through my PWE, I am learning more about the range of responsibilities local government employees tackle every day. In Canton, that means completing tasks like delivering recycling bins, meeting with local business leaders, and planning events. As I mentioned previously, I have no local government experience. Completing my internship in a small town with a limited number of staff provides me with the opportunity to gain a broad perspective of duties and expectations required of town employees. While functioning with a smaller staff can be challenging, it also means that town employees develop a diverse skill set. The dog park is part of a larger parks and recreation improvement project, and I’m excited to see the transformation. As I continue in my PWE, I look forward to sharing with you the details of other assignments that come my way. With multiple projects planned, it’s an exciting time to be working with the Town of Canton!

Navigating Competing Values in Public Service

Given the recent challenges across the United States with confederate statues, building names, and town names, public service leaders are charged with listening and navigating highly emotional and challenging spaces to best serve the public. In Chapel Hill, there were challenges with Silent Sam on campus. Silent Sam is a confederate statue that once stood on UNC-Chapel Hill’s campus in the upper quad (McCorkle Place). It was granted to the University in 1913 by the United Daughters of the Confederacy. In recent years, there has been growing controversy over the existence and placement of the statue on UNC-Chapel Hill’s campus. After years of debate and days of protest, Silent Sam was torn down the day right before the first day of classes in August 2018. (To learn more about Silent Sam’s History, click here).

However, these challenges reach farther than UNC-Chapel Hill and its surrounding towns. Currently, I work for Chatham County Manager’s Office and we are navigating the removal of a Confederate statue at our Historic Courthouse in Pittsboro, NC. Chatham is a neighboring county to Orange County (where Chapel Hill and Carrboro are located). Since March of 2019, there has been a large push to remove the Confederate Statue placed at the Courthouse in the Town’s center. (To learn more about the contention in Chatham around the monument, click here). The list of places working through these types of challenges does not end here. Given the current times, these are some of the challenges that public service leaders are continuing to face. 

To support future public service leaders and current practitioners, the MPA Diversity Committee hosted a breakfast panel about managing conflict and promoting inclusion in difficult political climates on 11/6/19. The Committee brought three panelists that represented the city, county, and non-profit contexts of public service.

picture of panelist, Beverly Scurry, Maurice Jones, and Chanel Nestor
From left to right, Maggie Bailey (moderator), Beverly Scurry, Maurice Jones, and Chanel Nestor.

For the city context, the Diversity Committee invited Maurice Jones who is the current Town Manager of Chapel Hill and served as the previous Town Manager of Charlottesville during the Unite the Right rally. Beverly Scurry represented the county context by speaking about her experience as the Orange County Board of Health Strategic Plan Manager and community organizer in Alamance County. For the non-profit sector, the Committee invited Chanel Nestor who serves as an Adjunct Lecturer of Rural Sociology at NC A&T and Farmers’ Market Coordinator of the Authentically Alamance Farmers’ Market Network in Alamance County. Chanel was able to speak not only about the non-profit context, but also the rural context. 

The panel served as a great opportunity to learn about implementing inclusive measures and goals into strategic planning, balancing competing values, and equity implementation in rural versus urban settings. Each member of the panel brought a unique perspective from their personal and professional experiences of navigating difficult political climates through managing conflict and continuing to promote inclusion. The panelists’ different specialties demonstrated the true intersectionality and opportunity for inclusion in public service.

Welcome!

MPA Matters seeks to explore and explain all the current happenings and pursuits of those interested in public administration and public service. Special focus will be put on highlighting careers in public administration and the current initiatives of the MPA at UNC program including our faculty, current students, and alumni.