Community Consultation Guide

Community Consultation Guide

Document Type: Internal Staff Guide
Last Updated: March 2024
Version: 3.2
Owner: Tony Sparks, Manager - People, Culture & Community Engagement
Review Date: September 2024

Overview

This guide outlines Metro Council WA's approach to community consultation, based on the International Association for Public Participation (IAP2) framework. All staff involved in community-facing projects must follow these guidelines to ensure consistent, meaningful engagement with our 85,000+ residents.

Note: This document is being updated to reflect our digital transformation initiatives. Some processes may be in transition - check with Tony Sparks for current practices on digital consultation tools.

IAP2 Framework Implementation

Metro Council has adopted the IAP2 Spectrum of Public Participation as our core consultation framework since 2019. Each level requires different approaches and resources:

Level 1: Inform

Promise: "We will keep you informed"
When to Use: Service updates, policy announcements, statutory notifications
Methods: Website updates, social media, newsletters, letter drops
Staff Lead: Communications team with relevant department

Level 2: Consult

Promise: "We will listen to your concerns and feedback"
When to Use: Service changes, facility upgrades, policy development
Methods: Surveys, focus groups, public meetings, online portals
Staff Lead: Project manager + Community Engagement

Level 3: Involve

Promise: "We will work with you to ensure your concerns are understood"
When to Use: Significant infrastructure projects, masterplanning
Methods: Workshops, advisory committees, design charrettes
Staff Lead: Senior management with dedicated engagement support

Level 4: Collaborate

Promise: "We will partner with you in decision-making"
When to Use: Major strategic planning, controversial developments
Methods: Citizen panels, co-design processes, ongoing partnerships
Staff Lead: Director level with CEO oversight

Level 5: Empower

Promise: "We will implement what you decide"
When to Use: Participatory budgeting, hyperlocal decisions
Methods: Citizen juries, delegated decision-making
Staff Lead: CEO with Council resolution required

When Community Consultation is Required

Mandatory Consultation

  • All planning applications requiring public advertising (Planning & Development Act 2005)
  • Budget adoption (Local Government Act 1995)
  • Strategic plans and policies affecting service delivery
  • Significant rate increases (>CPI + 2%)
  • Facility closures or major service changes

Discretionary Consultation

  • Infrastructure projects >$500k
  • New community programs or services
  • Changes to existing policies where impact is moderate
  • Environmental initiatives affecting multiple suburbs

Exempt from Consultation

  • Emergency works and urgent repairs
  • Routine maintenance and operations
  • Personnel matters
  • Commercial-in-confidence procurement
  • Minor policy updates with no service impact

Note: Aiden Cross has flagged that our new digital service implementations may require consultation depending on accessibility impacts - this is still being clarified with the Digital First project team.

Consultation Planning Process

1. Project Scoping (Week -6 to -4)

  • Define consultation objectives with project sponsor
  • Determine appropriate IAP2 level
  • Identify stakeholders and demographics
  • Set budget and timeline
  • Complete consultation plan template (see Appendix A)

2. Method Selection (Week -4 to -3)

Consider these factors: - Demographics: Age, digital literacy, cultural background, mobility - Geographic spread: Urban/suburban/rural locations within our boundaries - Topic complexity: Technical vs. everyday issues - Controversy level: High-emotion topics require more structured approaches - Resources available: Staff time, budget, venue availability

3. Implementation (Variable timing)

  • Book venues through Margaret Chen's team for budget approval
  • Coordinate with Communications for promotion
  • Brief all participating staff on objectives and key messages
  • Set up feedback collection systems (online and offline)

4. Analysis and Reporting (Week +1 to +3)

  • Analyse all feedback within 3 weeks of consultation close
  • Prepare "What We Heard" report
  • Develop response plan showing how feedback will be used
  • Report back to community within 6 weeks

Digital Consultation Tools

This section updated January 2024 as part of Digital First transformation

Current Platform: Shape Metro Council

URL: shape.metrocouncilwa.gov.au
Administrator: Aiden Cross's team
Features: Surveys, interactive maps, document libraries, Q&A forums

Usage Guidelines: - All online consultations must be accessible (WCAG 2.1 AA compliance) - Provide alternative participation methods for non-digital users - Monitor daily during active consultations - Respond to questions within 2 business days

Hybrid Consultation Approach

Following community feedback about digital exclusion, all Level 2+ consultations must offer: - Online participation via Shape platform - Phone survey option (managed by Customer Service) - Paper submissions (processing may take longer) - In-person sessions for complex topics

Known Issue: Some residents in Suburb Hills area have raised concerns about internet access affecting their ability to participate online. Ben Abbott is working on pop-up consultation sessions at community facilities as an interim solution.

Stakeholder Management

Key Stakeholder Groups

Residents Associations - Westfield Residents Group (Contact: Sarah Mitchell, 9xxx-xxxx) - Hillside Community Association (Contact: pending - leadership change) - Riverside Heritage Society (Contact: Dr. James Patterson)

Business Groups - Metro Council Business Chamber (monthly meetings, 3rd Tuesday) - Retail Traders Association (quarterly engagement) - Industrial Precinct Forum (as needed basis)

Special Interest Groups - Disability Access Committee (quarterly meetings) - Youth Advisory Panel (every 6 weeks during school term) - Environment Action Group (monthly meetings) - Cultural Diversity Network (bi-monthly meetings)

Managing Difficult Consultations

High-emotion topics (housing density, waste charges, parking restrictions): - Use professional facilitation - Separate information sessions from feedback sessions - Provide factual briefing materials in advance - Have senior staff present to demonstrate Council commitment - Follow up with detailed written responses

Recent example: The State Government's housing density directive consultations (Feb-Mar 2024) generated 847 submissions and required 6 public meetings. Farah Haddad led these with external facilitation support. Key lesson: earlier engagement on policy direction rather than final proposals yields better outcomes.

Recent Consultation Examples

Successful Consultation: Riverside Park Masterplan (2023)

IAP2 Level: Involve
Participation: 312 community members, 45 submissions
Methods: Design workshops, online survey, stakeholder meetings
Outcome: 73% satisfaction with final design, project approved unanimously
Key Success Factor: Early involvement of user groups (dog walkers, parents, sports clubs)

Challenging Consultation: Digital Service Transition (2024)

IAP2 Level: Consult (should have been Involve)
Participation: 89 responses to survey, multiple complaints to CEO
Methods: Online survey, limited information sessions
Issues: Digital divide concerns, insufficient face-to-face options
Lessons: Need better understanding of service impact on vulnerable groups

Ongoing: Housing Density Implementation

IAP2 Level: Collaborate
Status: Month 4 of 6-month consultation period
Current Participation: 1,200+ submissions, 12 community meetings held
Staff Impact: Consuming significant resources across Planning and Community Engagement teams
Challenge: Balancing State requirements with local community concerns

Quality Assurance

Before Consultation Launch

  • [ ] Consultation plan approved by relevant Director
  • [ ] Methods appropriate for target demographics
  • [ ] Materials tested for accessibility and plain English
  • [ ] Staff briefed on objectives and key messages
  • [ ] Promotion strategy agreed with Communications

During Consultation

  • Monitor participation rates weekly
  • Address technical issues within 24 hours
  • Keep detailed records of all interactions
  • Flag emerging themes to project sponsor
  • Adjust methods if participation is unexpectedly low

After Consultation

  • Analyse feedback using consistent framework
  • "What We Heard" report published within 6 weeks
  • Response plan shows clear links between feedback and decisions
  • Evaluation survey to participants (response rates typically 15-20%)

Budget Guidelines

Typical Costs

  • Level 1 (Inform): $500-2,000 (mostly staff time and materials)
  • Level 2 (Consult): $3,000-8,000 (venue hire, catering, processing)
  • Level 3 (Involve): $8,000-15,000 (facilitation, multiple sessions)
  • Level 4 (Collaborate): $15,000-30,000 (expert facilitators, extended timeframes)
  • Level 5 (Empower): $25,000+ (significant process design and support)

Budget approvals required from Margaret Chen for any consultation >$5,000

Contact Information

Primary Contact: Tony Sparks, Manager - People, Culture & Community Engagement
Email: t.sparks@metrocouncilwa.gov.au
Phone: (08) 9xxx-xxxx

Digital Platform Support: Aiden Cross's team
Email: digital@metrocouncilwa.gov.au

For urgent consultation issues outside business hours, contact the after-hours duty officer who will escalate to Helen Marchetti if required.

This document will be updated following completion of the Digital First project evaluation and the housing density consultation outcomes. Staff feedback on consultation processes should be directed to Tony Sparks for inclusion in the next revision.