Friday 26 January 2024

Welcome to Community, your Dumfries and Galloway community bulletin. 

We are always keen to hear of any positive stories about things that are happening in your community and would like to feature them in Community – please email us at communitybulletin@dumgal.gov.uk and one of our reporters will get back to you.

A to Z of Dumfries and Galloway Council

Q is for Queries and Quibbles

This is Liliana McIntyre.

Liliana is a contact centre supervisor.

Liliana's role is to oversee a team of staff that handle calls and email enquiries to the council in the contact centre - ensuring they are equipped with the knowledge and skills necessary to find solutions to customer needs.

The contact centre, much like our customer service centres, is the first point of contact for local communities and visitors who may need our assistance. Liliana ensures staff are linked to all departments across the council, so assistance is made available and supports customers' needs.

Liliana also motivates and supports staff through feedback and communication of key information about a range of council services including council tax reduction, Scottish Welfare Fund and education benefits to name just a few.

Liliana also monitors the number of incoming calls - and there are a lot.

Fact - (and if we could insert a drum roll here, we would). In the month of March (2023) alone, Liliana and the customer service team took 17,000 calls and answered 3,000 emails. In 2022 they took 199,122 calls in total.

Let those numbers sink in...that's 20 staff members handling that volume of calls and emails with kindness, efficiency and dedication to support those living in Dumfries and Galloway.

Liliana and her team understand that some customers prefer to be signposted to an online portal or require direct contact with specific departments - and they will do this efficiently and professionally every time. However, for some customers, the need for human connection and personal support is preferred and this team are ready to digitally assist.

Need to replace a bus pass? The contact centre can do that for you.

Need to book a spot at a Household Waste Recycling Centre? The contact centre can do that for you.

Need to pay for services? The contact centre can do that for you.

The team will do all this and more for you, over the telephone whenever you need them to.

Nothing is too much trouble for this proactive and knowledgeable team, supported by Liliana and her wonderful colleague Sheila.

Best part of the job? "I love the variety, the fast-paced nature of the role, and that you are constantly problem solving. It's like a puzzle that you need to find the pieces to help a customer find the solution they need. I really enjoy my work and find it very rewarding. The people around me really care about helping others. You can see it in the way they deal with calls. Knowing you're a part of a team that feels the same way about customer service as I do is special."

Liliana - the compassion and professionalism you have for your role is exceptional, and your willingness to go the extra mile to help others through conversation and human connection in this digital age is heart-warming and commendable. Thank you for setting the high standards you do, and for going about your job with warmth and efficiency. You truly make a difference every day.

Roads Service Responds Through Storms Following Storms Isha and Jocelyn over the last week, the council's Roads Service has moved into the recovery (or clear up) phase of works. The storms had impacts across the region with 108 initially reported incidents of fallen trees, flooding and debris. The 70-strong workforce made roads safe and passable at the time by removing obstructions, alleviating flooding and dealing with flying debris on the roads. The staff are now undertaking repairs to areas affected by the storms, which will be completed over the coming months. The Roads Service is working hard to balance the clear up from these recent severe weather events, continue to undertake winter service (gritting), and repair the highest priority road defects. You can keep up-to-date through the weekly Roads Service Works Programme updates – just select the topic to hear from us.

Holocaust Memorial Day Holocaust Memorial Day (HMD) takes place each year on 27 January. Holocaust Memorial Day marks the anniversary of the liberation of Auschwitz-Birkenau, the largest Nazi death camp. Holocaust Memorial Day was developed to remember the 6 million Jews murdered during the Holocaust, alongside the millions of people murdered under Nazi persecution of other groups and during more recent genocides in Cambodia, Rwanda, Bosnia and Darfur. Dunscore Church will be hosting a short Act of Reflection and Remembrance on the topic of “The Fragility of Freedom” at the Jane Haining Memorial Cairn by the Dunscore Car Park at 10.30am on Holocaust Memorial Day. The service will be led by Pam Mitchell and will be followed by teas and coffees at the Jane Haining Heritage Centre, which will also be open that morning. You can find out more about Jane Haining, the Church of Scotland missionary who was born in Dunscore and who died in Auschwitz as a result of her loyalty and devotion to the Jewish schoolgirls in her care: https://dunscoreheritage.org/jane-haining-story/

Volunteers to Survey River Annan As part of the Keep Scotland Beautiful Upstream Battle campaign, volunteers will undertake a survey on the River Annan on 28 January. The aim is to identify the types and volume of litter on various sections of the river. Volunteers will meet in the Just Be Bistro in Lockerbie at 8.30am, where Keep Scotland Beautiful (KSB) will provide a breakfast, and volunteers will receive a briefing for the day. The volunteers will then be given three 100m sections of river to survey. KSB will then provide a report in what has been found and relative volumes of different types of litter (and its origins). The goal from the survey is to create a strategy to improve the situation through educational campaigns and litter collections. If you'd like to be involved you can book a ticket now.

British Sign Language Plan

You are invited to one of the planned events to have your say on what should be included within our new 2024 British Sign Language Plan.

Booking is essential to make sure that the venue and support levels meet your needs. Reserve your place by emailing: dg.equalityanddiversity@nhs.scot

Youth Services Opens its Doors

Two of Dumfries and Galloway Council's Youth Services facilities are opening their doors on Saturday 27 January. 

The Oasis Youth Centre on Newall Terrace, Dumfries, and the Youth Enquiry Service, based within DG One on Hoods Loaning in Dumfries, are giving the opportunity to see what is on offer for young people.

Those who would like to learn what the service does can come along between 12 and 4pm, speak to youth workers, get a tour of the building from some of the service's young leaders, watch live performances and engage in some activities that are offered on a weekly basis.

There will also be information stalls to learn more about what else is on offer, such as the Duke of Edinburgh's Award, volunteering roles, Youth Council and more.

Do you know about Living Donations?

In the last 60 years, over 1,900 people in Scotland have helped others by donating a kidney. There are 400 people in Scotland waiting for a kidney transplant at any one time – could you change someone's life?

Although Scotland has an opt out system of deceased organ and tissue donation, a kidney from a living donor generally offers the best outcome for someone living with kidney failure.

Could you give an exceptional gift that can transform and save a life?

Advice Service Secures £8 million for Local People

Dumfries and Galloway Citizens Advice Service (DAGCAS) has published its 2022–23 Annual Report, demonstrating the ongoing commitment to supporting those most in need across the region by being in the right place, at the right time and in the right way, while remaining flexible to the changing demands faced by our service. 

Highlighted in the report are the achievements in 2022–23 of:

• Celebration of 25th anniversary.
• Extended outreach services.
• Supported 8,493 clients.
• Total gains for clients put £8,110,000 back into their pockets and into the local economy.

Consultation and Engagement Workshops for Local Place Plans

The Scottish Community Development Centre is working with Dumfries and Galloway Council to deliver a training workshop for groups considering developing a Local Place Plan. Whether you’ve got plenty of experience in community volunteering or are new to community involvement, this course will have something to offer you.  The course will look at some of the ways we share information with people or invite their opinions, who it’s important for us to work with and how we get beyond the people who are already involved in changing things in their community – reaching some of the lesser heard voices. Methods to stimulate discussion and the gathering of ideas will be explored.  All community groups and community councils interested in gathering the views of their community for local place planning are invited to take part.   The 3-hour online course takes place on Tuesday 27 February,10.00am to 1.00pm.  There is a maximum allocation of two places per group/community council. If you would like to attend, please send your details to communityempowerment@dumgal.gov.uk