Emergency preparedness highlights two of the classes in May, along with succession planning, strategic planning and change management. Check out our special class on Stakeholder Engagement – offered again due to high demand. Read on, and register now. Classes fill quickly.

To see all the upcoming classes, visit our January-June Course Schedule. The Institute expands the capacity and capability of county elected officials, senior executives and managers to provide extraordinary services to their communities. Classes are open to all county staff and elected officials. They are an affordable $129 each and include instruction, class materials and lunch. Discounts available when registering for three or more classes.

MAY CLASSES

Customer Service in the Public Sector: Balancing Satisfaction with Priorities

Thursday, May 4, 2017 – 10:00 to 3:30 – Sacramento Campus

This policy level course helps county managers and elected officials explore ways to create and enhance a customer service culture in their organization. Participants explore how to balance good customer service with county and state regulations and requirements. The conversation focuses on what defines good customer service and a service culture. Lively small and large group discussions give you tools to assess where you are, what the gaps are to be more service oriented, and how to get there. Participants discuss the structures and processes that support and recognize effective customer service, even in difficult regulatory situations. Barriers to good customer service are examined along with service and performance measurements. Instructor is Angela Antenore, M.Ed., an experienced agency manager, agency board member and university instructor. 

Talent Development and Succession Planning

Friday, May 5, 2017 – 10:00 to 3:30 – Riverside County 

This highly interactive course will confront the “retirement wave” of baby-boomers leaving local government and explore strategies and best practices to create effective leadership development and succession planning programs in county government. The course includes case examples, small group discussions as well as presentations. Discussion highlights: workforce demographic challenges facing county government; why talent development and succession planning are key to building organizational capacity, especially in tough times; steps to get started; and best practices and lessons learned from leadership development and succession planning programs. Instructors are Dr. Frank Benest, former city manager of Palo Alto and a noted expert in succession planning; and Donna Vaillancourt, Human Resources Director for San Mateo County.

PREPARE YOUR COUNTY FOR THE UNEXPECTED
Take these two emergency preparation classes together!

When Bad Things Happen: Managing the Media in Crises and Emergencies

Thursday, May 11, 2017 – 10:00 to 3:30 – Sacramento Campus

Counties are prepared for natural disasters … but what about federal and state investigations, embezzlement of county funds, arrest or death of an official, program failure, scandals uncovered and other unexpected situations. Are you prepared? This course focuses on the communications principles required to respond to organizational crises. Case studies are analyzed to identify successful and unsuccessful agency responses. A specific set of steps are examined to prepare a communications response, including role assignments, strategies and tactics which target affected audiences, key messages which tell the county’s story, and delivering the response via the media and other communications vehicles. Techniques are shared for response options, sample messages, understanding media perspective and how to avoid common pitfalls and missteps. Instructors are Sheri Benninghoven, APR President of SAE Communications; and Scott Summerfield, an expert in public agency strategic communications.

Leadership During and After a Crisis: Roles of Elected and Senior Officials

Friday, May 12, 2017 – 10:00 to 3:30 – Sacramento Campus

New Class! During a crisis all eyes look to community leaders for information, guidance, action and hope. Suddenly senior executives and elected officials find themselves in the spotlight being asked tough questions about a topic they may not fully understand, and they may be survivors as well as leaders. This course is designed to help elected officials and senior executives understand their roles during the response and through the long process of recovery. From a high level the course will look at how the pieces of emergency management fit together and then dig into what leaders should be doing and how they can contribute value towards resolving the crisis. The course will offer practical ideas and insights. Case studies set the stage for candid discussions about what works, what doesn’t, and how to help without hindering. Once the smoke clears and responders go home the community needs leaders to lead the way back to ‘normal.’ Instructor is Rob Dudgeon, former deputy director of the City and County of San Francisco Department of Emergency Management and a global consultant on leadership in crisis situations.  

Crafting and Implementing Effective Strategic Plans

Thursday, May 18, 2017 – 10:00 to 3:30 – Contra Costa County
Course is Now Full!

Most counties and county departments create strategic plans. Sometimes they provide clear guidance to decision makers and staff; sometimes they don’t. This course examines how to make the plan a living document … and have it mean something. Participants examine: 1) how to craft a strategic plan with the Board of Supervisors or other governing board; 2) engagement of the community and staff in the process; 3) tips to prepare an actionable plan; 4) communication of the plan; and 5) putting a plan into action. Best practices and case examples are used to explore integration of the plan into the operations and decision-making of the organization. Discussion highlights tips for structuring an effective strategic workshop, including selection of a facilitator, participants and preparation. Instructor is Angela Antenore, M.Ed, an experienced strategic facilitator, agency board member and university instructor. 

Stakeholder Engagement; Does It Always Have to be So Messy?

Friday, May 19, 2017 – 10:00 to 3:30 – Sacramento Campus

Most Requested Class!  Most of us have experienced decision-making as a single-step process-just do it! There is much more to effective problem solving and decision-making. In this best practice course you’ll learn how to design and lead effective decision-making processes with multiple stakeholder groups. Participants explore tips and best practices – and the messy traps to avoid. This is a key, but elusive, skill necessary for all managers in today’s fast-moving environment. It reveals both the fundamental systems at work in high-performing organizations, as well as the specific day-to-day things leaders can do to sustain high levels of success for themselves and their organizations. Instructor is Eric Douglas, author, entrepreneur and facilitator who’s designed and led stakeholder processes in many sectors, including water, health care, energy, and public safety.  

Leadership and Change: Practices to Move People and Organizations

Friday, May 19, 2017 – 10:00 to 3:30 – Merced County

County officials and managers discuss the need for change in their organizations, yet struggle when change is difficult to accomplish within the depths of the organization. This course helps participants move past technical solutions to the practices for approaching adoptive challenges. Discussion highlights why some changes happen relatively quickly while others are stymied. Participants explore change from the perspective of those whom the change affects. Practical discussions focus on design of a change process; practices to diagnose, interpret and select interventions; barriers; and creating an environment in which people can expand their capacity to address adaptive change. Instructor is Bill Chiat, Dean of CSAC Institute. For the last 35 years he has worked with hundreds of local agencies in crafting change.