The City of Nelson has adopted a Habitually Persistent Communication Policy to address individuals whose repeated communication disrupts the city’s operations and harms staff morale.
A Habitually Persistent person is defined by the city as someone who ‘repeatedly sends the same or similar query to staff over a prolonged period.’ This conduct is characterized by its frequency, repetitiveness, and the number of staff members being repeatedly asked the same questions.
During the May 6 council meeting, Corporate Services Director Sarah Winton said that this behaviour has had a significant impact on staff workflow, productivity, and morale.
“It [habitually persistent communication] has proven to be quite significant. And they don’t just ask questions over and over again; they also cycle around and harass staff, and it’s hard on staff.”
Managing these individuals begins with an initial assessment identifying habitually persistent behaviour, with staff then providing detailed information to City management.
If the behaviour continues, the matter will be escalated to the City Manager to centralize communication and designate a single point of contact within the city to handle all communication from the individual, who will monitor future communication to ensure compliance.
Councillors largely supported the policy but wanted to ensure it was implemented carefully to avoid the unintentional dismissal of legitimate community concerns.
“I don’t have an issue with this, but I don’t want a policy that discourages us, as a city, from listening to those who ask questions twice. I don’t want us to lose our ability to take things on a case-by-case basis,” said Councillor Jesse Piñeiro.
Winton responded by assuring that the identification and management process outlined in the policy is fair and respects the rights of citizens to engage with the city.
“It would go to the City Manager for review, who is very fair and will consider all aspects. This bylaw is for the person who continually goes around multiple staff members with the same question, looking for the same answer that they want.”
Failure to comply with the centralized communication process may result in restricted access to services or termination of contracts. Persistent non-compliance could lead to legal action or permanent exclusion from City premises and services.
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