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HomeMy WebLinkAboutMemo - Read Before Packet - 11/17/2020 - Memorandum From Amanda King And Leo Escalante Re: Covid-19 Resident Resource Communications & Partnerships With Local Organizations MEMORANDUM Communications & Public Involvement 215 N. Mason St. PO Box 580 Fort Collins, CO 80522 970.416.2209 fcgov.com DATE: November 16, 2020 TO: Mayor and City Councilmembers THROUGH: Darin Atteberry, City Manager Kelly DiMartino, Deputy City Manager Jackie Kozak-Thiel, Chief Sustainability Officer Tyler Marr, Interim Director, Information & Employee Services FROM: Amanda King, Communications & Public Involvement Director Leo Escalante, Public Engagement Specialist RE: COVID-19 Resident Resource Communications & Partnerships with Local Organizations Background: Like the rest of the globe, Fort Collins continues to experience widespread human and economic impacts caused by the COVID-19 pandemic. In response to the rapidly changing environment presented by this crisis, the City of Fort Collins implemented a suite of tactics and programs to ensure community members and businesses have access to available resources. Funding from the federal CARES Act Coronavirus Relief Fund (CVRF) has allowed the City to establish and expand new programs to support those impacted by the pandemic and has allowed for continued outreach about these programs to residents. This memo and supporting attachment will provide an update on how the City has continued to work with partners to engage with residents and help connect them with resources and assistance. Communications Strategy: FCGov.com/coronavirus remains the central hub of COVID-19 information in English and Spanish. Along with this site, a variety of other communication channels continue to be utilized to provide information. These channels include:  Website  Social Media (Facebook, Twitter, Instagram, Nextdoor)  Press releases and local media alerts  Local radio, including a Spanish radio station  FCTV cable channel  COVID-19 eNewsletter  Print materials  Door-to-door delivery  Ambassador/peer engagement  Email campaigns to low-income Utilities customers and businesses  Direct mail to Utilities customers and businesses DocuSign Envelope ID: 15D29558-2987-43C5-967C-30AECF3F905B  City staff email signature  Utilities telephone message  Various existing newsletter platforms As additional programs and resources have been made available, they have also been shared on these channels. Local Partnerships: United Way of Larimer County (UWLC) has continued to house a list of resident resources on their website. This list includes directing residents to United Way 211. The 211 call center connects callers with the localized resources they need including housing information and assistance, community specific resources, food resources, unemployment and insurance support, utilities assistance and mental health resources. Staff has continued to share City-led resources with UWLC and 211 so that local resources are as up to date as possible. Recent updates and resources pertaining to COVID have been sent to over 60 local nonprofit organizations with the request that the information be posted or shared with their clients and staff. City’s Role in Connecting the Community to Resources: To better understand the City’s role in the many community and social support resources, staff created a matrix detailing outreach and engagement to residents, which is periodically updated. Along with continuing to share UWLC 211 as a resource for residents on the coronavirus website, a variety of specific CARES funded programs are being shared with residents across a variety of channels. These programs are also being shared with local stakeholders and partners to further outreach. Targeted Outreach for Vulnerable and Susceptible Populations: CARES funding has supported additional partnerships with local cultural brokers, increased translation and interpretation support. The Economic Health Office hired a new bilingual specialist who is focused on connecting CARES funding with minority owned businesses. The Vulnerable and Susceptible Populations team has also continued work to share resources with residents. Recent efforts include:  Door-to-door outreach, with materials in English and Spanish, to provide COVID-19 resource brochures to seniors and community members who were less likely to have access to the Internet.  Expanded Adopt a Neighbor program to connect vulnerable at-risk community members to assistance.  Spanish language online town halls with community partners.  Meetings with community partners and community members to identify pressing needs.  Co-designing presentations with community partners to share Citywide resources with community members on the following topics: o Utilities affordability programs o Eviction process and resources DocuSign Envelope ID: 15D29558-2987-43C5-967C-30AECF3F905B o Community Mediation Program Ongoing and Future Efforts: Through CARES CVRF funding, direct support and assistance and communications and engagement efforts have been expanded and enhanced. Many assistance and recovery programs are actively being advertised or will be in the coming weeks. Examples of these programs include:  VirtuVisit: Provides seniors with user-friendly digital tablets and startup support by trained volunteers. Allows isolated seniors to connect with their family, medical personal and other services.  Utilities Assistance: Provides direct financial support to residential and business customers behind on bills due to COVID-19.  Legal Defense Fund: COVID-related eviction prevention and protection through legal representation and education. Attachments: 1. Resident COVID Outreach and Engagement Matrix DocuSign Envelope ID: 15D29558-2987-43C5-967C-30AECF3F905B Resident COVID Outreach and Engagement Matrix Service Area/Department Description of Engagement/Communication Impact/Results Stakeholder Engagement / Outreach Citywide  United Way of Larimer County (UWLC) Resource Hub: City staff supported UWLC in its decision to become the central hub of COVID-19 community resources and aided in the initial launch of the resources and collaborated by helping compile lists, promotion of lists through different communication channels, and translating and updating the initial lists of Spanish resources in partnership with Poudre Library District.  Internal working group – Vulnerable and Susceptible Community Members: Internal group focused on coordination of service delivery, internal and external sharing of community resources information, collaboration and communication with community partners in identifying community needs.  Community members have one centralized hub of information and allowed them to directly connect to a variety of resources by visiting just one site.  Staff have continued to share City-led and CARES funded programs with UWLC to ensure they are included on the resource list.  The Vulnerable and Susceptible Populations Group has shared resources with a variety of local stakeholders and partners.  Community partners have been invited to participate in the Vulnerable and Susceptible Populations Group meeting to share information regarding their clients’ needs.  Staff has also organized joint presentations with community partners to share Citywide resources with community members. Communications and Public Involvement  City staff hosted a Telephone Town Hall with Larimer County Public Health Director, Tom Gonzales to cover important health and safety  Over 6,000 community members participated in the Telephone Town Hall.  Regular contact with other local recovery leaders to coordinated DocuSign Envelope ID: 15D29558-2987-43C5-967C-30AECF3F905B information, emergency response and recovery plans and to answer community questions.  City staff also held a series of Spanish-language virtual Town Halls in partnership with Poudre Library District, covering topics such as general health and community COVID-19 resources.  Dissemination of community resource information via press releases, social media and online and through a newly created COVID-19 eNewsletter.  Updates and links to resources were also included in the monthly City News eNewsletter.  Translation of critical information and community resources into Spanish.  City staff hosted a Community COVID Briefing in partnership with CSU and Larimer County on Oct. 1.  Approximately 90 community members participated in the virtual Town Halls with the Library.  Over 1300 people have subscribed to the COVID-19 eNewsletter and City News has over 2500 subscribers. An archive of both eNewsletters is available on the COVID-19 webpage.  The COVID-19 webpage on FCGov.com was the #3 most viewed page (after the homepage and Utilities page) from March – June.  Combined social media audience of over 170,000 across 40 accounts. Reach and engagement across social channels has grown significantly during the COVID-19 emergency. communication efforts, including Larimer County, CSU, PSD, Loveland, Estes Park, DDA and the Chamber of Commerce. Neighborhood Services  Door-to-door flyers were delivered by Code Compliance Staff in 16 neighborhoods with Adopt A Neighbor, rent assistance, eviction avoidance, utility bill assistance, community partner links and Larimer Health Department guidance. Neighborhoods were selected for direct outreach based on factors that may limit internet access to regular online communication channels for resources and updates. Factors included average annual income, average age of residents, access and/or comfort using technology and English  Approximately 1400 community members were provided brochures in 16 different neighborhoods.  Information was provided to 80 HOAs. Approximately 300 Multifamily 55+ reached, and approximately 650 households in mobile home parks reached (in both English and Spanish).  Staff has been meeting periodically with community partners to share information regarding Citywide resources.  Staff has also met with community partners and community members to receive their input DocuSign Envelope ID: 15D29558-2987-43C5-967C-30AECF3F905B language proficiency. Flyers were drafted in both English and Spanish. - Neighborhoods receiving door-to-door flyers: Skyline Mobile Home Park, North College Mobile Home Park, Casa Grande, Northbrooke, Five Oaks, Stonehenge, Harmony Half Acres, Milfred Acres, Impala Circle, Morningside, Buckingham, Waterfield, Andersonville/San Cristo, Park West Condos, Hickory Village, and Alta Vista.  Adopt A Neighbor, rent assistance, utility bill assistance and community resource information also were provided to HOA contacts, 55+ multifamily units and mobile home parks to hang in community bulletin areas and to be included in community newsletters. Property managers were asked to deliver material door-to-door in 55+ multifamily complexes that did not receive them from City staff.  Neighborhood Services and Volunteer Services main webpages and Adopt A Neighbor webpages were updated with expanded program information, volunteer applications and links to Social Sustainability’s community resource page.  For FoCo and Neighborhood Services webpages were updated with ideas for physically distanced neighborhood connection opportunities.  Neighborhood Services staff contacted by phone all 55+ mobile home park residents and property managers we have been working with on residents’ rights issues to check on them and connect them to additional resources as needed.  Multiple seniors requested updates to mask requirements and enforcement (as well as  For FoCo pages has had 1300 page visits. regarding CARES Act funding opportunities for community needs (e.g. funding opportunities for Eviction Defense Fund). DocuSign Envelope ID: 15D29558-2987-43C5-967C-30AECF3F905B information on best practices to tactfully ask someone to wear a mask or stand farther away for COVID-19 safety). Larimer County Health Department information was given, and more additional guidance is still needed to help navigate difficult conversations. Sustainability Services  Convened Our Climate Future Ambassadors to deliver critical communications and receive input on community gaps to better address needs.  Created internal document highlighting social resources for City leadership and other departments to use to connect residents and partners to resources.  Provided updates daily, then weekly, to City leadership on shifting social needs and available resources.  Provided community resource referrals to a limited number of residents who contacted City staff directly via email/phone.  Dissemination of pandemic-related support opportunities available to local nonprofits: grants, business loans, trainings, pro-bono services and resources.  CARES CVRF funds were allocated by the City to provide direct funding to nonprofits working on COVID-related projects.  Internal resource document includes links to over 20 different assistance programs/opportunities.  17 local nonprofits approved for funding totaling approximately $1,000,000  Staff has shared specific City-led programs with nonprofit network to ensure they are aware of City resources currently available Volunteer Services  Outreach about Adopt A Neighbor to all active volunteers and subscribers to volunteer news.  Outreach to seniors through Senior Access Points, Partners for an Age-friendly Community, CSU  To date, Adopt A Neighbor has 71 neighbors paired with 79 volunteers, with 400+ volunteers who have registered to be part of the project.  Both the Adopt A Neighbor and VirtuVisit programs have been shared with UWLC as a resource DocuSign Envelope ID: 15D29558-2987-43C5-967C-30AECF3F905B Extension, UWLC, A Little Help and FC Senior Center.  Development of the VirtuVisit program, which will help connect isolated seniors with volunteers through technology.  Virtu Visit has 17 current participants paired with volunteers and is actively on-boarding more. Utilities  Discontinued disconnections for residential and business customers during the initial phases of the COVID-19 Stay-at-Home Order. Began communicating early with customers eligible for disconnection with two rounds of letters that encouraged customers to call and set up a payment arrangement or learn more about payment assistance options.  Modified the Payment Assistance Fund so customers could receive help twice during the program year (previously only once/year).  Used Utilities’ automated call center messaging to provide information about how to contact the County’s COVID-19 call center. Utilities customer service representatives were provided information about how to direct customers to resources.  Provided data and logistical support for outreach efforts where printed resources were hand- delivered by Code Compliance to 16 selected neighborhoods.  Created COVID-19-related website specifically for Utilities information. The website is in both English and Spanish. The most important information was also added to the home page as spotlights.  Sent a special edition of the Utilities Insights newsletter (print and email) that contained COVID-19-related information and resources to  Participation in Utilities Affordability Programs (UAP) has increased as a result of COVID-19 and related communications. Highlights from Jan. 1-June 30 include: Payment Assistance Fund helped 294 households (versus 148 in 2019). Medical Assistance Program enrollment increased from 167 in 2019 to 197 currently. Income- Qualified Assistance Program average monthly enrollments increase from 700 in 2019 to 719 in 2020.  Since the website went live, there have been approximately 4,500 pageviews on the English site and 120 pageviews on the Spanish site.  This special edition was emailed to 370 email addresses and sent to more than 550 households.  Approximately 49,000 households were notified of Utilities assistance  Available assistance / support programs lead by Utilities have been shared with UWLC as a resource.  Shared CARES Act funding information with payment assistance fund partners, including Catholic Charities Larimer County, La Familia/The Family Center, and Discover Goodwill. Salvation Army was also notified. DocuSign Envelope ID: 15D29558-2987-43C5-967C-30AECF3F905B customers enrolled in Utilities Affordability Programs. The regular monthly editions of Utilities Insights since the start of COVID-19 have included updated deadlines and content relevant to bill payment assistance. All low-income communications during COVID-19 have been provided in both English and Spanish.  Set up meetings and had conversations with partner agencies, such as La Familia, CSU Student Case Management, Kiwanis, United Way Working Families Thrive (multiple agencies attend) and Larimer County Workforce Center, to discuss Utilities programs for community members in need, and provided literature and other requested resources.  Provided information/answered questions at meal pick-up/drop off locations, as well as via a community e-newsletter at the Village on Horsetooth.  Sent letters to past-due customers notifying them of assistance options.  Utilities assistance program flyers were provided in utility bills in both English and Spanish.  Information about payment assistance resources was included in the April and June City News newsletters.  Used Utilities’ social media channels to disseminate information and resources and shifted messaging on all platforms in response to the pandemic. Reduced regularly scheduled program information and focused on relevant messages directly related to COVID and how they relate to our services. Content focused on suspension of disconnections, payment opportunities via bill inserts (in both English and Spanish).  To date, CARES Act funding $207,092 has been distributed to 557 residential applicants and $3,235 been distributed to 6 commercial applicants. DocuSign Envelope ID: 15D29558-2987-43C5-967C-30AECF3F905B assistance and resources available, drinking water is safe to drink, do not flush disinfectant wipes, essential workers are practicing social distancing and taking safety precautions.  Sent three emails to ~2,400 business accounts that included information about discontinuing disconnections and where to find information about affordability programs, along with information about what not to flush and water quality (described below).  At onset of COVID, increased promotion of the ‘Three Ps’ campaign, focusing on what NOT to flush (e.g., wipes that were being used more frequently), including bill inserts (49,000), videos (included animated clips in English and Spanish, as well as FCTV PSA), social media and advertising (Coloradoan digital and print for three weeks), among other outreach tactics with specific outreach to 2,400 business accounts via email.  Sent a postcard to residential and commercial customers who are eligible for payment assistance for past-due Utility bills due to COVID through the CARES Act. DocuSign Envelope ID: 15D29558-2987-43C5-967C-30AECF3F905B