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If you are emailing or leaving a message with <br />the citizen, consider mentioning "I will wait <br />until I hear back from you before investigating <br />further". This will engage them in the process. <br />Sometimes the effort of talking through <br />the issue with the citizen and helping them <br />understand the situation is enough to satisfy <br />their needs and no further investigation is <br />necessary. <br />If possible, meet the resident at the location <br />of their concern to observe and review the <br />concern with them. <br />Engaging in a two-way conversation with the <br />citizen to understand the concern thoroughly <br />will help confirm your understanding and <br />reinforce with the citizen that you have received <br />their request and are taking action. <br />• Once you determine your course of action to <br />investigate the concern, notify the citizen of <br />the plan. <br />ITools to Submit a Request <br />Each agency may have different ways that citizens <br />can submit a traffic safety request. Itis important to <br />ensure requests submitted in various forms are all <br />recorded and responded to in a consistent manner. <br />(Examples of record keeping forms are available in <br />section 5). Various tools that agencies provide for <br />citizens to submit a request could include: <br />• Phone call <br />• Email <br />• Online form/social media <br />• Cell phone application <br />• Paper form <br />• Feedback at public meetings <br />• Request from a council member <br />• Feedback from police officers <br />4 DECEMBER 2017 1 LOCAL ROAD RESEARCH BOARD <br />• Let the citizen know the anticipated timeframe <br />for your evaluation. If the timing changes, give <br />the citizen periodic updates throughout the <br />process so they know you are working on it. <br />• Once a decision is rnade about how to address <br />the situation, notify the citizen. If the decision <br />is made to not implement the strategy they <br />requested, be sure you take the time to explain <br />why and offer other possible alternatives. <br />Frame your response with an approach such <br />as, "I can't implement what you requested, but <br />here's what I CAN do...". Focus on what you <br />CAN do and what the citizen can possibly do. <br />Examples: Conduct traffic counts, perform site <br />visits (to identify the problem yourself), police <br />monitoring/speed, etc. <br />• Provide resources (website, brochures, videos, <br />etc.) specific to the topic to educate the citizen <br />on the issue they are concerned about (details <br />in section 4). <br />® mystloulspark <br />Improve your community. Report an issue and watch it get fixed. <br />Rre Department i <br />Private Property / Business Issue i <br />City Governmont i <br />Dees & landscaping <br />Garbage, Recycling. Organics, & Yardwaste <br />i,, <br />Police <br />i <br />City Parks <br />i <br />Screel & Sidewalks <br />i <br />Utility Billing <br />i <br />Example website for submitting requests; City of St. Louis Park <br />