Neighborhood Ambassadors
North Liberty, Iowa
Ryan Heiar, ICMA-CM, City Administrator
Jillian Miller, Community Engagement Coordinator
Community pride starts at a neighborhood level, and quality of life improves when residents feel safe and connected to those who live around them. Good neighbors create great neighborhoods and, ultimately, a strong community. So, how can the city foster that connection?
North Liberty, Iowa, answered by establishing the Neighborhood Ambassadors program to close the information gap between the city and its residents and strengthen community connections by partnering with on-the-ground volunteer leaders. Before implementation, City Administrator Ryan Heiar asked the city leadership team to buy into a plan intended to enhance a sense of community safety, increase city information equity, increase positive engagements between city staff and residents, develop future local government leaders, and increase neighbor-hood-level problem solving, such as parking, barking, shoveling, mowing, and fireworks concerns.
The initial challenge was to increase communication with a diversity of residents. As city leaders approached this problem, they realized that they needed to address an even deeper challenge—how to build authentic connections between the city and its residents and build strong community among residents. The challenge isn’t unique to North Liberty, but it was exacerbated by several factors that tended to decrease ties between residents and the local community and discourage civic engagement—for example, residents living in new neighborhoods without long-term community ties or commuting to jobs outside the city.
Recruitment for the Neighborhood Ambassadors program started in 2020 using a video, social media, referrals, earned press coverage, and a series of online open houses to answer questions about the program. An initial 64 applicants were interviewed by staff and volunteer members of the Communications Advisory Commission, and 41 were appointed. The program fully implemented on January 1, 2021.
During the first year of the program, Neighborhood Ambassadors met quarterly in person or online as a group with city staff and elected officials. They took behind-the-scenes tours of city facilities; hosted neighborhood events (pool parties, ice cream trucks, block parties); engaged in comprehensive planning exercises; shared city news and feedback; and led and participated in critical community building both citywide and within their neighborhoods. One even ran for elected office.
The relationships have made it easier to proactively address neighborhood concerns. For example, in June 2021, a neighbor-hood pond experienced a sizable fish kill. Working through the Neighborhood Ambassadors, staff could explain what happened and the timeline for cleanup, avoid confusion and rumors, and address potential safety concerns.
At the end of the first year, 100 percent of the ambassadors reported that they had a greater understanding of how the city works, felt more “in the know” about city happenings, felt more comfortable reaching out to staff, and had a greater appreciation for community development. Substantial percentages reported feeling more personal pride in their neighborhood and more connected to their neighbors.
Local government can seem monolithic, and its operations are often opaque to residents. The Neighborhood Ambassadors program helps lift the curtain by providing opportunities to explicitly discuss and demonstrate the work local government managers do, including their planning and decision-making processes and the tradeoffs necessary to balance diverse needs. Local government managers are accustomed to hearing from upset constituents, and those moments are difficult. Proactively building relationships within neighborhoods lays the groundwork for more productive conversations.
The Neighborhood Ambassadors program has attracted domestic and international attention, and North Liberty has been approached by representatives of other cities. It is based on the understanding that building strong, long-lasting, respectful, trusting relationships takes time, intention, and effort. The program, and the city’s partnership with volunteer leaders, has already shown positive results and a strong foundation for community building in North Liberty.
