Results of the 2024 Community Satisfaction Survey
Published on 18 July 2024
Glenelg Shire Council has received and acknowledges the results of the 2024 Community Satisfaction Survey.
Mayor Karen Stephens said: “We acknowledge that the results of the survey are unacceptable, with scores lower than last year, which were low scores in themselves.”
The survey shows Council underperforming not only other Local Government Authorities in Victoria, but also the Large Rural Shires grouping of which we are a part for comparison purposes.
Only Customer Service and Business/Community Development/Tourism scores are on par or exceed other Large Rural Shires.
However, Council Direction is well below last year while Overall Performance, Value for Money, Lobbying and Community Decisions are several points below those results.
It follows a turbulent year amid unprecedented challenges, including the resignation of two Councillors and a Chief Executive Officer in October 2023 and the appointment of two Municipal Monitors by the Victorian Government soon after.
There have also been other ongoing challenges including staff shortages and the rising cost of doing business (part of wider cost-of-living issues) which has seen continued pressure on our service delivery and levels, as well as delivery of projects – key priorities for any council.
“We have faced up to many of those challenges over the past few months and are confident we are now on the right track to help fulfil the enormous potential Glenelg Shire has,” Cr Stephens said.
“The appointment of Helen Havercroft as permanent CEO, starting Monday, 29 July, is a major step – she brings a varied and international experience to the role and we are confident she is the right person to steer Council in these times” she said.
In the meantime both interim CEOs, Greg Wood and Craig Niemann, have used their vast experience to steady Council through these turbulent times and ensure Helen inherits a stable and functional organisation.
Mr Niemann said: “Staff have worked tirelessly to deliver Council services and many of our key public-facing employees have undergone specialised community engagement training to ensure that is front and centre for any new projects.”
“Council has also widened its communication channels, recognising the ‘digital divide’ that exists in the Shire with the reinstatement of a hard copy monthly newsletter, and continues to explore other opportunities to do so to affectively engage with our community.
“We also have a wealth of information on our website, including a list of major projects that allows the public to see the projects in the delivery stage and where our priorities are and how we are focusing on them.”
However, Council acknowledges there is much work to be done and remains focused on understanding and meeting community expectations to ensure that the next community satisfaction survey is again at levels acceptable to the community.
About the Community Satisfaction Survey
Held annually by the Victorian Government, the Community Satisfaction Survey asks the opinions of local people about the place they live, work and play and provides confidence for councils in their efforts and abilities.
Now in its twenty-fifth year, this survey provides insight into the community’s views on:
• Council’s overall performance, with benchmarking against State-wide and council group results
• value for money in services and infrastructure
• community consultation and engagement
• decisions made in the interest of the community
• customer service, local infrastructure, facilities, services and
• overall council direction.
When coupled with previous data, the survey provides a reliable historical source of the community’s views since 1998.
A total of 400 people were surveyed in Glenelg Shire – 200 men and 200 women – including 238 in Portland, 60 in Heywood and 32 in Casterton.
Of those 400 respondents, 203 were aged 65 and over, 93 between 50-64 years, 68 between 35-49 and 36 between 18-34.
You can download the full survey here.