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Community and Client Services

Community and Client Services Monthly Review

1 to 30 September 2016

Community and Client Services Monthly Review 1-30 September 2016

Table of Contents

Highlights of the Month 3

Workplace Health & Safety 4

Council in Community 6

Review of Operations

Community Lifestyle 7 Mackay Convention and Entertainment Centre and Events 16 Corporate Communications and Marketing 19 Emergency Management 23 Health and Regulatory Services 26


Highlights of the Month PROGRAM PROJECT DETAIL

COMMUNITY LIFESTYLE

Disability Action Week A Disability Action Week Morning Tea was held at the Blue Water Quay on Friday 16 September. The event was well-attended with over 100 people enjoying a range of activities.

Dementia Awareness Month Dementia Awareness month was highlighted across council’s Library Services with displays staffed by representatives from Ozcare.

MECC & EVENTS Diversity The MECC hosted a variety of events in the month of September, which showcased the diversity of events the MECC is capable of hosting, including CQ Rescue Gala Dinner, the Umbilical Brothers, Carnage in the Cage, Tutus on Tour, The National Boys Choir, the Imperial Russian Ballet performing the Nutcracker Suite and Lah-Lah Sing it loud.

CORPORATE COMMUNICATIONS & MARKETING

Fluoride community campaign

Coordinated a community forum with Livestreaming over the web and arranged the delivery of a random phone poll of residents around the region.

Coordinated a two-day regional attraction tour by seven visiting journalists

Showcased the region to visiting journalists to promote our region and heighten awareness of what we have to offer to retirees, visitors or those who wish to reside here.

EMERGENCY MANAGEMENT (EM)

New SES Local Controller The new SES Local Controller started working with Council on 26 September 2016.

SES Asset Reconciliation SES Asset Reconciliation project commenced, to ensure consistency and accuracy of information across council’s asset registers and Queensland Fire and Emergency Services.

HEALTH & REGULATORY SERVICES

Client Satisfaction Client satisfaction with services provided council’s Health & Regulatory team is trending positively.

Lawrence Booth Acting Director Community and Client Services


Workplace Health & Safety

Summary No lost time injuries were recorded in September. For 2016‐17 year to date, there have been two lost time injuries

recorded, with a total of five days lost.

Lost Time Injuries & Days Lost

There were three incidents reported in September:

An exhibition artist felt intimidated by a member of the public who was acting suspiciously.

A first aid injury after a worker was bitten by a dog.

A non‐treatment injury after a worker backed into the corner of a shelf while rising from a crouched position.


Lost Time Injuries & Days Lost

Department 2012-13 2013-14 2014-15 2015-16 2016-17

LTI Days Lost LTI

Days Lost LTI

Days Lost LTI

Days Lost LTI

Days Lost

Corporate Communications Community Lifestyle 1 9 3 98 2 4 MECC & Events 1 2 2 57 1 11 1 3Emergency Management Health & Regulatory Services 1 4 1 2Community & Client Services 3 15 5 155 1 11 2 4 2 5

Glossary

Incident Any unplanned event resulting in, or having a potential for injury or ill health.

Lost Time Injury (LTI) Incidents that resulted in a fatality, permanent disability or time lost from work of one day / part of a day or more

Total Recordable Injuries (TRI) Incidents that result in a Lost Time Injury (LTI), Suitable Duties Injury (SDI) and Medical Treatment Injury (MTI)


Council in Community Mackay Regional Councillors visited the Pioneer Valley on 7 September for their monthly Council in Community, where the councillors spend a day in the communities around our region. The visit to the Valley included:

Briefings and morning tea with Wests Leagues Club

Lunch and community catch up at the Marian Shopping Centre

Afternoon tea with the Mirani Museum Committee

Briefings with representatives from: Eungella Community Progress Group Broken River Dairy Pinnacle Hotel Pioneer Valley Engineering Preservation Club

In the evening a community catch up was held at the Mirani Youth and Community hall, followed by a Nature Tourism Meeting, jointly facilitated by Julieanne Gilbert, Member for Mackay, Jim Pearce, Member for Mirani, and Mackay Regional Council.


Community Lifestyle

Community Programs

Number of Community Enquiries – 456 Number of Emergency Relief Assistance Packages Provided – 9 (from 31 applications)

Community Development Activities

Volunteering Queensland conducted National Standards Volunteer training in September which was well-attended by representatives from both Council and community groups. The workshop provided practical skills and knowledge in implementing the National Standards within organisations.

Members of the Rural Safety Working group facilitated a Children’s Safety Day at the Sarina Showgrounds. The activities highlighted the safety issues for people living in or visiting rural properties.

In preparation for the launch of the National Disability Insurance Scheme on 1 November in the Mackay region, a Community Development Officer has joined the Mackay Workability Working group. The group will develop a workforce planning capacity building program in readiness for the upcoming changes to the disability sector.

An Anti-Poverty food drive is underway which encourages staff to drop off non-perishable food items to various collection points within Council. Community members are also invited to participate in this initiative and can place their donations in trolleys at Gordon White and City Libraries, Sarina Neighbourhood Centre and Council’s Gordon Street Administration building. Donations will be accepted to Saturday 22 October.

Community Meetings / Events / Interagency Meetings 56 meetings and events were held with highlights including:

Support provided to George Street Neighbourhood Centre’s mental health initiative around RU OK day activities.

Youth Officer provided support to the Valley District Youth Council to enable participation in the Relay for Life fundraising event at the Finch Hatton Showgrounds.

Exam supervision provided at the Sarina Neighbourhood Centre for a student enrolled through the School of Distance Education.

Sarina Interagency meeting held with eight agencies in attendance Assistance provided to the Sarina Festival Committee to deliver the Festival event held 10

September. Sister Cities Preparations are currently underway for a visit by a group of Matsuura Citizens to Mackay on 12 November. The citizens will visit Mackay for 4 days. Mackay Student Ambassadors participated in the annual Matsuura Student exchange program from Saturday 17 September to Friday 30 September. Students had the opportunity to be home-hosted by families in Matsuura in order to fully experience Japanese culture and hospitality.


Sport & Recreation 7 events/club meetings were supported.

Activities coordinated included:

A project to upgrade the electricity distribution board to allow better management of the electricity accounts by the various clubs that utilise the facilities at McLennan Park, Walkerston.

As a member Council of the North Queensland Sports Foundation, nominations were sought from local sporting clubs for the annual North Queensland Sportstar Awards to be held in Townsville 29 October. This year’s categories include Juniors, Seniors, Sports people with a Disability and Service to Sport.

Sport and Recreation Officers are currently exploring options for Mackay sporting organisations to provide pre-training for sporting teams that will be competing in the 2018 Commonwealth Games.

Planning for the next Sports Expo which will be held on Sunday 12 February 2017.

Community Grants and Sponsorships Inkind Assistance Requests

Applicant Request Cost

Sarina Festival Inc

Provision of 20 general and 20 recycle bins, 12 witches hats, 12 bollards and 60m bunting in support of the Sarina Festival.

$287.52

Little Tribe Festival

Provision of 5 general and 5 recycle bins, 100 star pickets and 150m barrier mesh in support of the Little Tribe Festival.

$113.88

Mackay Triathlon Club

Provision of 2 general and 2 recycle bins and a street sweeper in support of the Mackay Triathlon Festival.

$113.88

Mackay & District Hack & Pony Club

Provision of 5 general and 2 recycle bins in support of their Annual Gymkana.

$137.60

Sarina Kennel Club Inc

Provision of 5 general and 2 recycle bins in support of their Dog Show.

$137.60

Mackay Cycling Club

Provision of 2 general and 2 recycle bins in support of their Cycling Carnival.

$113.88

Total $904.36

Junior Sporting / Arts and Culture Grants Approved

Applicant Junior Sport / Arts and Culture Cost

Henry Wells Junior Sport grant to assist with cost of participation in the National Youth Football Championships held in Coffs Harbour.

$150.00


Libraries

Library Highlights School holiday activities included Drumming Workshops and Snake Awareness sessions. In

partnership with the local ambulance committee, children practiced delivering first aid for a ‘simulated’ snake bite.

Teenagers were kept busy with Lego Robotics and a Zombicide games afternoon.

Service/Activity YTD

Achievement Annual

KPI RAG

Status Comment

New Library Members 1,332 5,500 On Track

Library Loans 141,937 640,000 On Track

Database Hits 4,900 10,000 Numbers indicate content is meeting community demand

Social Media Followers 2,295 700 Reflective of a deliberate social media campaign leading to increased engagement

In-Person Visits 100,641 380,000 On track

Web Visits 80,233 300,000 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 On track

Programs/Events/Classes 7,531 30,000 On Track

Public Computer Hours 7,812 - Hours are steady month on month

Artspace Mackay

Current Exhibitions - Artspace Mackay Gallery One - The Libris Awards opened on 27 August. Emeritus Professor Sasha Grishin judged the

entries over the 26 & 27 August and the announcement of winning entries was made at the exhibition opening event on Saturday 27 August.

Gallery Two - hosts an exhibition titled Looking in/looking out by Michele Skelton, the winner of the 2014 Libris Award.

Gallery Three - Very woofy – Noel McKenna - a selection of McKenna’s artists books alongside the artist’s recent donation of fourteen works on paper.


Service/Activity Monthly Achievement September

2016

Monthly Achievement September

2015

Comment

Visitors: Artspace

1,452 2,012 Visitor numbers fluctuate month on month depending on the timing of exhibitions

Web Visits 1,210 1,265 Website visitor numbers remain strong and steady.

Total Number of e-Newsletter Subscribers

1,279 1,425 Subscribers consistently fluctuate - Artspace e-subscribers dropped slightly from last month’s total possibly due to Libris awards coming to a close.

Facebook Subscribers 3,801 2,517 Reflective of a deliberate social media campaign leading to increased engagement

Exhibitions 3 3

Public Program Participants 594 377 High numbers for public programs participants due to a highly successful badge making drop in activity for the school holidays.

Public programs (inc tours, BMA Kidspace, workshops, exhibition openings, markets, etc)

11 11 This includes three talks delivered to specialist groups by Director

Museums

Notes:

January's visitors: the volunteer-run museums are traditionally closed during the summer months. Good visitation during June with the launch of the Museum Superpass and extended hours to

coincide with the Spirit of Anzac Centenary Exhibition.


Community Engagement

Status of Community Engagement (CE) Activities

Project Name: description of

activities Department

Area & Councillor

Current Action (What CE is

currently doing)

Future Actions

(What is the next CE step)

Brewers Road Shoulder Resealing, Sarina: advise residents of road shoulder sealing

Engineering & Commercial Infrastructure

Southern Region - Cr Martin Bella & Cr Karen

May

Letters/Emails Completion & archive

West Street Road Shoulder Resealing, Sarina: advise residents of road shoulder sealing



May


0

1

2

3

4

5

6

7

No. o

f Community En

gagement Activities

Mackay Regional Council Program (Program Manager)

Community Engagement Activities by Program1 to 30 September 2016




Area & Councillor


currently doing)

Future Actions


2016-2020 Arts and Cultural Heritage Policy: community consultation on the draft plan which was prepared following an earlier stage of consultation.

Community & Client Services

All Councillors

Connecting Mackay Survey

Completion & archive

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

Community & Client Services

All Councillors

Connecting Mackay Completion & archive

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

Development Services North Coast & Beaches - Cr Laurence Bonaventura

& Cr Ross Gee

Reporting Completion & archive

Lambert Lookout: consult community regarding proposed whale watching pavilion

Development Services Northern Suburbs - Cr Justin Englert

& Cr Fran Mann

Consultation Community Meetings

Connecting Mackay

Letters/Emails

Beach Plan Review: Bucasia, Blacks Beach, Midge Point & Grasstree Beach: preparation of engagement plan

Development Services All Councillors

Planning Planning Information Sessions

Letters/EmailsOne-on-one

resident meetings

Connecting Mackay

Gooseponds/Willets Road Fish Remediation: advise residents of remediation of fishways


& Cr Fran Mann


Tom McLean Park Playground: advise residents of installation of shade structures over playground

Development Services City - Cr Kevin Casey & Cr Amanda

Camm





Area & Councillor


currently doing)

Future Actions


Bundesen Street Reserve: advise community of planned transition of reserve into local park


& Cr Fran Mann

Connecting Mackay Letters/Emails


Little McCreadys Creek: advise residents of further works to complete rehabilitation project at Little McCreadys Creek


& Cr Fran Mann


Proposed lease to Clay Target Shooters: consult residents regarding proposed lease of land at Palmyra

Organisational Services

Western Region - Cr Ross Walker & Ayril Paton

Consultation Reporting

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



May

Letters/Emails Consultation

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


City - Cr Kevin Casey & Cr Amanda

Camm

Reporting Completion & archive

Sale of council owned land: advise residents of proposal to sell land at 24 Heathwood Court, Hampden by tender and proposal to further investigate proposal to sell part of Milton Street Park


All Councillors

Letters/Emails Letters/Emails

Mackay Region Flood and Stormwater Strategy: high level framework, informs the direction Council will take regarding flood management.

Development Services All Councillors

Planning Workshops Public Notices

Connecting Mackay




Area & Councillor


currently doing)

Future Actions


Geotechnical Investigations Blue Water Trail: Advise residents of temporary closure of Blue Water Trail for geotechnical investigations



Camm


Morley Street Footpath: advise St Mary's School that requested footpath being designed and preparatory investigations in progress



Camm


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



Camm

Reporting Completion

Charles Hodge Avenue & Malcomson Street intersection upgrade: planning consultation with residents and businesses regarding intersection upgrade (installation of traffic lights)


Northern Suburbs - Cr Justin Englert

& Cr Fran Mann

Letters/Emails Stakeholder

Liaisons

Letters/Emails

Walkerston-Homebush Road: consult residents regarding property accesses and redesign of Walkerston-Homebush Road



Letters/Emails Stakeholder

Liaisons


Fluoridation of water supply: consultation with community


All Councillors

Connecting Mackay Completion & archive

Mt Oscar Water Augmentation: advise Mt Pleasant residents of water main works in various streets


& Cr Fran Mann


Sewerage Pump Station Upgrades: advise various residents of upgrade of 42 sewerage pump stations


All Councillors





Area & Councillor


currently doing)

Future Actions


Improving access to Anzac Avenue Sewerage Pump Station: consultation with owners of properties adjacent to the site regarding proposal to have an easement on each property to provide a safe, turnaround for trucks



Letters/Emails Resident meeting

Letters/Emails

Financial Operational Budget

Service Area Sep 16

YTD Budget

YTD Actual Target Comment

Operations $1,786,824 $1,297,957 YTD Actual Expenditure excludes annualised committals. YTD Budget includes allocation for Better Community Building Fund which is currently unspent. Program to be launched in October following receipt of council approval.


Mackay Entertainment & Convention Centre and Events Overview Retail spend per head at the MECC had stabilised over the last few months but has started to

fluctuate from event to event again. Management will continue to monitor the situation carefully over the fiscal calendar period.

The Manager of the MECC had constructive meetings with Arts Queensland and Tourism and Events Queensland regarding funding for upcoming projects in Mackay.

Festivals and Events

Mackay Festival of Arts The festival programming for the 2017 festival is almost complete with the addition of satellite events

currently being scheduled. The team plans to open sponsorship opportunities in October and launch the Festival earlier in 2017

than in previous years to increase on-sale time. A Festivals Australia grant application has been lodged for the current round to fund Illuminate, a

major community arts project that will facilitate community engagement and culminate in a free 5 day event during the festival.

A Destination Events funding application has been lodged to extend the Festival's promotional reach to encourage interstate visitors.

Fashion Week Mackay The MECC will facilitate the gala event of Fashion Week Mackay on Saturday October 8. Global Grooves Global Grooves 2016 will be delivered on October 29 from 2pm – 8.30pm with expected attendance

of around 7,000 people. Entertainment will include performances by 15 different local cultural and performing groups, cultural

and arts based workshops. 16 different cultural groups have taken up food vendor opportunities provided by a $20,000 grant that was secured earlier this year.

New Year’s Eve Programming for this event is complete. This year’s entertainment will include children’s live stage

show – Curious George, local talent such as Django, Jade Fiyen and headline act Chloe Maggs Band. Chloe Maggs is one of Australia's most sought after performers, a talented singer/songwriter and performer whose career is going from strength to strength. In 2015, Chloe was selected by Ms Robin Antin, Director of the Pussycat Dolls and secured the role as the lead vocalist in the Pussycat Dolls Australian tour early May 2015.

Naming Rights Sponsorship is currently under negotiation with a local business, to be confirmed in October.

The event will be themed as a ‘Masquerade’ this year with performers and workshops aligned with the theme and participants invited to dress up for the occasion.

The team is also providing support on a number of other events including the Christmas Carols in the City and the Botanic Gardens.


Non-Financial Indicators

Target as at

SEPTEMBER 2016

Comments

Number of Performances fully cost recovered

50% 50% On Track

Minimum number of catered functions (excluding performances)

140 31 On Track

Average attendance at events

Auditorium 550

Auditorium 419

On Track

Foyer/space

100 Foyer/space

117 On Track

Halls 600

Halls 1,011

The KPI’s achievement is skewed by the Spirit of Anzac. This will start correct as the year progresses

One Hall only

200 One Hall only

475

The KPI’s achievement is skewed by the Spirit of Anzac. This will start correct as the year progresses

Number of non-utilised days

90 7 This will correct as the year progresses

Number of Performances at the MECC

200 36 On Track

Number of Conferences/Expos

20 9 On Track

Target as at

SEPTEMBER 2016

Comments

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

40 13 On Track

Number of Student Attendances

2000 1493 Stronger performance than expected.

Number of workshops > Youth

6 2 On Track

Number of engagement workshops/activities

8 5 On Track

Yearly occupancy of facility

175000 42833 On Track


Target as at

SEPTEMBER 2016

Comments

Customer Hire Satisfaction

80% 96% On Track

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

6 5 Events include SACE, PBR, Haven, WNBL and Mackay Beach Horse races.

Number of regional events ticketed

8 5 On Track > WNBL and PBR


Corporate Communications and Marketing

Overview A number of key projects were delivered during September against tight timeframes.

The need to consult with the community over the fluoride issue resulted in a community forum being arranged over the web, live streaming of the event, and organising for a telephone survey to be conducted. There was a good turnout for the forum and the livestream produced quality video and audio of the event. It was viewed over 700 times on YouTube.

Much of the month was focused on arranging a two-day tour for a group of visiting journalists from Brisbane and Sydney.

The tour showcased the region and promoted what we have to offer to tourists and also those who may wish to relocate here. The tour was well received and should produce some positive stories on our region in seven different publications.

The team also played a key role in arranging marketing collateral for the visit by Adani representatives. Mackay is being considered as a possible site for the company’s headquarters and a specially designed brochure was produced for the visit.

Collation of the council Annual Report continues with desk top publishing design nearing completion.

September website visits to council owned websites

Unable to access Google Analytics for Sarina Sugar Shed website visitation numbers. This website is hosted on a separate server by an external provider. In discussions with provider to remedy situation.

0

10,000

20,000

30,000

40,000

50,000

60,000

Artspace MECC Mackay CityCentre

BotanicGardens

MackayRegionalCouncil

1,210

15,576

2,616 1,524

57,506


Annual trend of visitation to council corporate website

Social Media trends for council’s corporate platforms - August 2016

About a 160 per cent increase in visitation and views to Council’s YouTube channel during September. This was primarly due to the Livestream of the Fluoride community forum. There were over 700 views of the forum.


Top 5 Facebook videos during September

eNewsletter Subscribers as at September 30 2016 eNewsletter Subscribers Artspace: 1,279 (Last month: 1,291) Botanic Gardens: 754 (Last month: 761) Community Development: 758 (Last month: 773) Council Connect: 2,101 (Last month: 2,164) Library: 1,913 (Last month: 1,913) Creative Mackay Ebulletin: 836 (Last month: 850) Recreation Services: 647 (Last month: 645) Mackay Region Planning Scheme 1,142 (Last month 1,141) Advertising-Marketing & PR spend across all council programs to September 2016

Largest expense for the month was Economic Development ($58,790) and MECC & Events ($32,808)


Total of 182 council related stories during the month, excluding radio.

Negative stories included: Stories and letters to Editor on Fluoride Why the City needs an event calendar

35

144

1 2

Media Monitoring Break‐Down September 2016 News Clips/Articles

Seven Television

Daily Mercury/Midweek

LG Focus

Courier Mail

16691%

169%

Positive and Negative Stories in the Media September 2016

Positive Negative

Operational advertising spend 16/17 under budget


Emergency Management Overview This month the Emergency Management Team was involved in the Mackay Disaster District Risk Assessment Workshop. A ‘proof of concept’ risk register is being developed by Queensland Fire and Emergency Services on request from the Department of Premier and Cabinet. The information from the workshop will inform the development of a State level natural hazard risk register. Other activities included: SES Asset reconciliation has commenced to ensure consistency and accuracy of information across

the asset registers within council and Queensland Fire and Emergency Services. The new SES Local Controller commenced with Council on 26 September 2016. Interviews for the Administration Officer position were conducted. Queensland Disaster Management Arrangements training conducted 12 September 2016 for Council

staff. The SES had a busy month assisting Community Events with education and safety awareness. Exercises

Emergency Management staff attended the discussion exercise (DISCEX) for the Business Continuity Management Team, 26 September 2016.

Activity Event Comments

Emergency Management Operations

Nil to report for this reporting period.

SES Activations

Search for Missing Person SES assisted Queensland Police Service (QPS) with a search for missing person. Person was found and stretchered to an ambulance.

State Government Engagements

2015-16 Energex, Ergon and Powerlink SES Equipment Program presentation.

Emergency Management Coordinator and SES Local Controller attended the presentation of equipment to the Mackay SES Group on 30 September 2016.

National Climate Change Adaptation Research Facility (NCCARF) Workshop.

Emergency Management Coordinator attended a workshop conducted by NCCARF. CoastAdapt has been developed to provide information delivery and decision support systems for coastal managers in Australia to adapt to climate change.

Natural Disaster Relief and Recovery Arrangements (NDRRA) Workshop.

Council staff attended the NDRRA workshop held in Proserpine conducted by Queensland Reconstruction Authority (QRA).


Emergency Management Capital Projects & Facility Upgrades

* Community Events CQ Rescue Masquerade Ball Great Northern Clean-up Hero's Day - Mirani Big Boys Toys 2 day event CQ Rescue Beach to Gardens Fun Run Bikes, Bulls, Buggys & Bands - Donnybrook Mackay Triathlon - Mackay Harbour

58

557

305

325

47

467

SES VOLUNTEER HOURS

Training Courses

Group Training

Administration

Maintenance

Activation

Community Events *

Project Phase Phase %

Completion Budget Time Comments

Ness Street SES Facility Upgrade Project.

Plan 5% Scope of works signed off. Projects to be fast-tracked to completion.


250 Active = Number of Current Active Members 9 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 8 621

131

7

2838

2

7

2

1

1

3

1

3

0

10

20

30

40

50

60

70

80

90

100

110

120

130

140

150

ArmstrongsBeach

Calen CampwinBeach

Koumala Mackay MidgePoint

Mirani Sarina

No# Volunteers

SES Facilities

SES MEMBERSHIP ‐ SEPTEMBER 2016

Reserve

Probation

Active


84%90%

82%88% 88%

30%

40%

50%

60%

70%

80%

90%

100%

July ‐ Sept(2015)

Oct ‐ Dec(2015)

Jan ‐ Mar(2016)

Apr ‐ Jun(2016)

Jul ‐ Sept(2016)

Target ‐ 100% Within 5 Days

Local Laws Client Requests

% Responded to within 5 Days

75% 75%

66% 68%

80%

30%

40%

50%

60%

70%

80%

90%

100%

July ‐ Sep(2015)

Oct ‐ Dec(2015)

Jan ‐March(2016)

April ‐June(2016)

July ‐Sept(2016)

Client Satisfaction Percentage

Satisfaction Percentage

Health and Regulatory Services

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 was maintained from the previous reporting period.

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 a minimum of 85% satisfaction.

Management Commentary for current period An online survey was sent to 298 customers following the finalisation of their service request and 47 responses were received, equating to a 15.7% response rate. Client satisfaction has improved marginally over the past reporting period largely due to an increased emphasis on keeping customers informed of progress or delays. Officer professionalism and knowledge also featured in customer feedback.


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

Sites Inspected Sites Treated Hectares Treated

111 63 371 Ha

Education and Training Sessions

Food safety training sessions are conducted for non-profit organisations and for food handlers at festivals and events. School education includes responsible pet ownership and dengue fever awareness. Development Compliance – Proactive Audits

Monthly Operational Finance Performance

Health and Regulatory Services’ operational expenditure tracked lower than forecast and income tracked consistent with budget projections. The net result for September 2016 showed higher income than expenditure, resulting in a positive $224,886 outcome.

281 295

0

50

100

150

200

250

300

350

Food Training School sessions

Attendan

ce YTD

Education & Training sessions

8 18 3 1

Allocated Completed Development Application Expired Development Under Construction


Licensing and Approvals Summary for September

Premises Premises Inspected

% Compliant

Level of improvement

required to reach compliance

New and Renewal

Applications Approved

Minor # Major +

Accommodation - 4

Food 14 36% 64% - 47

Swimming Pools - 3 Outdoor Entertainment/Event Permit

- 9

Vending - 2

Skin Penetration - 1

Total 14 NA 66 # Minor = small number and /or low risk requisitions required to be actioned by operator through an Officer issuing a verbal direction, inspection report or letter. + Major = high number and /or high risk requisitions required to be actioned by operator through an Officer issuing a notice or improvement notice.

Proactive Patrols Proactive Patrols are conducted at times when dog owners are most likely to be walking with their pets.

Date Suburb Action / Comments

3/09/2016 Slade Point 4 dogs on leash 1 wandering dog impounded

4/09/2016 Andergrove 4 dogs on leash

4/09/2016 North Mackay 2 dogs on leash

9/09/2016 Gooseponds, North Mackay 4 dogs on leash 1 verbal caution to dog owner

10/09/2016 South Mackay 4 dogs on leash

13/09/2016 East Mackay 21 dogs on leash 1 verbal caution to dog owner

14/09/2016 Hay Point 2 dogs on leash

18/09/2016 Sarina 4 dogs on leash

19/09/2016 Blacks Beach 2 dogs on leash 3 verbal cautions to dog owners

25/09/2016 Slade Point 10 dogs on leash 4 verbal cautions to dog owners 1 wandering dog impounded

30/09/2016 Sarina 2 dogs on leash 1 wandering dog impounded

Pest Management

Baiting Programs for wild dogs and pigs in September 2016 – 60 hours. 87 properties have been baited for wild dogs and pigs in 2016. Surveying and spraying biosecurity risk weeds in September 2016 – 53 hours.


Customer Requests Throughout September 2016, 742 requests for service were received, compared with 660 for September 2015. 79% were completed in nominated timeframes. Health and Regulatory Services aim to complete a minimum of 85% of requests for service within nominated timeframes, however, depending on the circumstances of each individual matter and the speed with which compliance can be achieved using compliance processes, timeframes for completion can be affected. Monthly Infringements Activity The graphs below provide a summary of infringement activity for Health & Regulatory Services over the past 13 months from 1 September 2015 to 31 September 2016. Officers daily regulate 2,525 on street car parks, off street car parks, loading zones and car parks designated for disabled people.


0

5

10

15

20

25

30

35

40

Total

Month

Local Laws, Development Compliance & Environmental Health Infringments Issued

Local LawsInfringements

DevelopmentComplianceInfringements

EnvironmentalServicesInfringements

Infringements Issued

Local Laws Environmental Services Development Compliance

Animal not registered within 14 days of keeping - 6

Animal wandering at large - 7

Failure to comply with a compliance notice - 4

Failure to comply with minimum standards -1

Overgrown allotment on more than once in 12 month - 3

N/A N/A

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