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Community Engagement as an Effective Risk Management Tool

February 15 | 12:00 pm – 1:30 pm EST

Community Engagement as an Effective Risk Management Tool

Speakers:

Michael G. Fann, ARM-P, MBA, Director of Loss Control, TML Risk Management Pool, Brentwood, Tennessee

George D. Dalton, ARM-P, MCM, Assistant Director of Loss Control, TML Risk Management Pool, Brentwood, Tennessee

Some organizations engage in “Customer Service” training while others may call it “Demeanor” or “Interpersonal Skills” training. We simply title it “Community Engagement” and risk managers can play a significant role in addressing these critical exposures which place our people, the public, and our property at risk.  Most members of the general public appreciate the services that governmental entities provide, however, practically every encounter has the potential to be adversarial or negative.  Given that, public servants must engage the public with respect and civility. Our approach as public servants must be to build emotional capital with our community daily, which adds credits to our balance sheet because we know that eventually the debits are coming.

Attendee Takeaways:

  1. Risk management can play a critical role in facilitating preemptive approaches before a critical “Ferguson-like” catastrophe occurs.
  2. All public entity services have a potential negative or adversarial outcome. It is vital that the staff adds credits to the entity’s “community trust account” knowing eventually the catastrophic debits are coming.
  3. Manage each interpersonal transaction by resolving to interact with the general public with respect as far as it is in our power to do so.
  4. Each public entity needs to commit to an internal and external engagement plan.

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Fann has more than 30 years of experience in providing risk management consulting and is an award-winning author and speaker.  Fann is a graduate of Middle Tennessee State University (Finance & Political Science) and Ole Miss (MBA - Management).  He has participated in international public risk management exchanges with colleagues from the United Kingdom, China and Australia.  Fann is a former 2-time member of the Board of Directors of the Public Risk Management Association (PRIMA), and has formerly served (2013-2016) on the Board of Directors of the Public Entity Risk Institute (PERI), based in Alexandria, Virginia.

In 2014, he was presented with PRIMA’s highest honor as the 11th recipient of its Distinguished Service Award. He has also received TnPRIMA’s Abbie Hudgens Distinguished Service Award (2012), the National League of Cities’ John G. Stutz Award (2010), and Public Risk Magazine’s Author of the Year Award (2011).  

 

A native of Nashville, Dalton is a graduate of Tennessee State University (B.S., 1993) and East Tennessee State University (M.C.M., 1995).  He has previous local government experience with the City of Alcoa as Assistant to the City Manager and Human Resources Director.

A member of the Loss Control staff since September 1998, Dalton has served as a risk management resource for the municipalities, schools, utilities, housing authorities, human resource agencies, and other governmental entities throughout Tennessee.  Dalton provides risk identification surveys for safety & liability exposures and frequently conducts safety and liability loss control training classes for TML Pool participants.  Dalton also assists in developing publications and bulletins.  He received the ARM designation in 2001 and his RMPE certificate in 2003.  Dalton received TnPRIMA’s highest award, the Abbie Hudgens Distinguished Service Award in 2014, and continues to be one of the most sought-after speakers on public risk management issues in Tennessee.