Season 2, Episode 44 - An Inside Look at Constituent Services

An Inside Look at Constituent Services

 

In this episode of "Beyond the Dais," host Scott Anderson sits down with Paula Linhares, the Constituent Services Specialist for El Paso County. Paula's journey from a successful fundraising career on the East Coast to her impactful role in El Paso County offers a compelling narrative about the importance of constituent engagement and efficient government services.

From Fundraising to Governance:  Originally from Brooklyn, New York, Paula Linhares has a rich history rooted in the love her Jamaican immigrant parents had for America. After making her mark in fundraising at prestigious institutions like New York Law School and Princeton University, Paula shifted her focus. Her move to El Paso County in 2016 marked a significant transition, driven by a desire to enjoy the natural beauty of Colorado.

Building a Solid Foundation in Public Health:  Upon arriving in El Paso County, Paula initially worked at the El Paso County Public Health Department. Her seven-year tenure there provided a deep appreciation for the breadth and complexity of local government responsibilities. This experience, particularly during the tumultuous COVID-19 years, equipped her with the skills and knowledge necessary for her current role as a Constituent Services Specialist.

Bridging the Gap:  In her current role, Paula serves as a crucial link between the residents of El Paso County and the local government. Her background in fundraising has given her an ethos of accountability and responsiveness, which directly translates to helping constituents navigate government services.

Streamlining Communication:  One of the most significant tools at Paula's disposal is the Citizen Connect app. This platform allows residents to submit service requests, ask questions, and provide feedback efficiently. By centralizing communication, the app helps eliminate the guesswork for residents trying to figure out which department to contact for specific issues.

Simplifying Requests:  As discussed in the podcast, Paula herself was a user of the Citizen Connect app before working in her current role. She highlights its ease of use and efficiency in addressing concerns, from replacing road signs to reporting roadkill. The app's functionality includes a drop-down menu for directing queries to specific departments or county commissioners.

The app ensures that requests do not fall into a "black hole." Paula monitors a dashboard that displays all incoming inquiries, ensuring they are routed to the correct department. For instance, issues related to public works or law enforcement are promptly addressed, often within 24 to 48 hours.

Seamless Partnership:  One of the most enlightening aspects of the interview was the emphasis on collaboration between different government entities. Paula spoke about her direct line of communication with her counterpart at the City of Colorado Springs. This connection ensures that issues are directed to the appropriate jurisdiction without causing frustration for the residents.

Paula also leverages her connections with various organizations and departments within the county, such as the Department of Public Works, the Chamber of Commerce, and the Small Business Development Corporation. This interconnected network enables a holistic approach to solving problems and addressing constituent concerns.

Residents as Stakeholders:  One of the key takeaways from the podcast is Paula's assertion that residents are essentially the government. Their feedback, concerns, and participation drive the decisions and initiatives undertaken by county leadership. As taxpayers and community members, their voices are crucial in shaping the county's future.

Enhancing Quality of Life:  Paula's role underscores the importance of resident involvement for improving the quality of life in El Paso County. Whether through the Citizen Connect app or direct communication, residents are encouraged to have a say in how their community is run. This civic engagement ensures that the county continues to meet the needs of its inhabitants effectively.

Paula Linhares exemplifies the significant impact that dedicated public servants can have on local government. Her proactive approach, combined with the technological advantage of the Citizen Connect app, ensures that the residents of El Paso County are heard and their issues addressed swiftly.