Tim Anderson
Chief Administrative Officer
Waterloo, Ontario, Canada
Tim.Anderson@waterloo.ca

Living and working in the city of Waterloo is an honor. Community members occasionally approach me regarding services or to suggest improvements.

Often people either need to get in touch with the right area of the city to resolve their matter or need to be listened to about their ideas for improvement. As CAO, these conversations provide valuable insight toward overall resident satisfaction, and they also can identify where improvements can be made.

Being open, transparent, and actively listening is my philosophy. The city never sleeps and as a service provider, the city and its employees are a vital part of people's lives.

I value hearing directly from residents and visitors about the city's operation and its future direction, which is part of the leadership role.

Jessica Cowles
Town Administrator
Berwyn Heights, Maryland
jcowles@berwynheightsmd.gov

A core approach of my management philosophy is getting out of the office to experience Berwyn Heights from the vantage point of residents, business owners, and visitors.

Berwyn Heights is a compact community lending itself to in-person interactions and walking with the town's department directors to resolve issues at project sites.

I have found visibility in the community helps build a positive rapport with residents and business owners to feel comfortable discussing challenges as they arise. I would prefer hearing feedback through a conversation on the sidewalk and having the opportunity to proactively address it with the appropriate employees, rather than possibly being surprised during public comments during a council meeting.

Many residents do express their gratitude for employee contributions in making our community safe and welcoming.

Ifo Pili
City Administrator
Eagle Mountain, Utah
ipili@emcity.org

I get a bit of both, but more often, just questions about current projects or specific issues.

I don't mind addressing concerns or talking to residents when I'm outside the office. Sometimes having the outside backdrop provides a setting for more real and open dialogue.

The only time it presents a challenge for me is when I';m out with my family and trying to focus on them. For the most part, I welcome the interface with residents and consider it an important part of my responsibilities.