Facing higher than normal call volumes, 311 looked internally during the first quarter to assemble the 311 Guard, a team of cross-departmental employees to plug into 311 as the need arose. In response to a growing trend of higher than expected wait times, 311 initiated the Guard to supplement Citizen Advocates during peak call times and days. Now equipped to take calls and triage citizen requests remotely, the 311 Guard can activate and support in times of crisis or special circumstances where help is needed, including addressing an influx of citizen requests submitted by email or web portal. Guard employees remain in their current role and department until activated; modeled after the National Guard, the 311 Cary Guard remains on the ready.

This summer, Cary launched a new intergovernmental affairs framework to refocus all activities and communication at the local, state, and federal level. Utilizing a two-pronged approach, the new
framework emphasizes the importance of deepening intergovernmental partnerships and efficiently tracking legislation to ensure Cary’s priorities are furthered and serve the interests of its citizens. Initiatives launched so far include a new intergovernmental legislative roundtable, developing a web-based legislative tracking tool, and rethinking the communication cadence with internal staff, Town Council, and key stakeholders.

With the branding strategy confirmed, preliminary creative work is underway. At Cary’s request, the original branding consultant, North Star Destination Strategies, is joined by new partner High Noon for this phase of the project. High Noon, formally Big Fish, was a finalist in Cary’s search for a branding consultant. Following an initial creative workshop, a creative update will be given to the branding subcommittee and council with additional creative meetings scheduled as needed for stakeholders to provide input before the final development of creative deliverables. 

Five employees represented Cary at this year’s virtual ICMA annual conference: Kerry Harville, Carla Witherington, Kathryn Trogdon, Lt. John Reeves, and Heather Whelehan. Sessions covered several relevant topics, such as equity and inclusion, community engagement, resilience, and leadership. According to Whelehan, “There were so many talks, tools, and case studies relevant to us in Cary. The keynote speakers were phenomenal. Retired Army General Nadja West, Author of White Fragility Robin DiAngelo, and Pursuit of Happyness star Chris Gardner were my favorites.” Conference attendees plan to share their key takeaways with staff to extend organizational learning.