Proactive Communication Processes

Proactive Communication Processes

Policy

The City of Duncan is committed to proactive communication and has created a Council-approved Communications Plan. People do not like surprises. When people are advised of an issue in advance of finding out about it through other means, trust is increased, anxiety is decreased, and a foundation for two-way communication is created. This administrative policy provides guidance on when and what to proactively communicate to Council, a neighborhood, or the general public.

Eligibility

This policy applies to all bargaining unit staff, exempt employees, and management.

Implementation

Employees, and particularly managers, should:

• Regularly assess whether a project or issue requires a notification to Council, a neighborhood, or the public.

Considerations for Council Notifications:

• Cancellation of a business license
• Three or more complaints about the same issue
• Complaints or issues from a developer or community organization regarding a staff decision
• Letters to property owners or businesses threatening legal action by the City
• Letters from property owners or businesses threatening legal action against the City

All Council notifications should be sent through the CAO or Director of Corporate Services and always CC’d to the CAO.

Considerations for Public, Community, and Neighborhood Notifications:

• Noticeable project schedule delays
• Periods of inactivity on projects
• Scope changes in a project
• Traffic or parking impact
• Utility service interruptions, repairs, or replacements
• Excavation of roadways or sidewalks
• Significant aesthetic changes

Notification Process

All notifications should be approved by the appropriate Director and posted on the website and/or Facebook by Corporate Services.

Notices Should Include:

• Date of the change, closure, or shut-off
• General details about delays and expected project completion
• Description of the affected service and area
• Estimated start and end time (or general timeframe if uncertain)
• Reasons for closure or shut-off
• Tips to mitigate issues (e.g., stock up on water)
• Contact phone number or email for inquiries

Notification Methods:

• Hand delivery
• Email
• Website posts
• Facebook updates

If the work is in the downtown core, the Duncan Business Improvement Area Society (DBIA) must receive a copy of the notice via email at dbia@downtownduncan.ca or by phone at (250) 715-1700.

For Larger Projects and Road Closures

For major projects, a project information board should be placed in a conspicuous area with general project details and a City website link for updates.

Major Works Affecting Larger Areas:

• Public Notice published in a local newspaper and possibly announced on local radio
• Project signs displayed at both ends of the affected block
• Notices explaining the purpose, start date, estimated duration, and updates available on the City website

Contractors working for the City of Duncan must adhere to this policy unless alternative arrangements have been approved by the CAO.

Road Closures and Utility Interruptions

For all full or partial road closures (both emergency and planned), updates must be posted on the “City Projects” website page.

Format for Road Closure Notices:

• Header: Date of closure, affected service, and affected area
• Body: Estimated start and end times, reasons for closure, and mitigation tips
• Contact information for further inquiries

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