Developing Your Community Engagement Advisory Committee

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1 Developing Your Community Engagement Advisory Committee

2 CEAC Handbook Let s get started Families and Communities Together (FaCT) is a partnership between the County of Orange Social Services Agency and Orangewood Children s Foundation. FaCT receives funding from federal, state, and county agencies including U.S. Department of Health and Human Services -Promoting Safe and Stable Families, Office of Child Abuse Prevention, California Emergency Management Agency, County of Orange and the Children and Families Commission of Orange County, as well as volunteer, in-kind support and private donations. Developing Your Community Engagement Advisory Committee Page 2 of 18

3 CEAC OVERVIEW Community Engagement Advisory Committees comprise an essential part of the work FaCT FRCs perform. More than represent a contract requirement, CEACs offer a vehicle for the realization and utilization of an FRC s local community assets. That is why it is essential that the core relationship between individual FRCs and their corresponding CEACs be developed and strengthened. FaCT staff provides training and support to the FRC Coordinator and CEAC liaison so that they are better equipped to directly develop this relationship. Definition of Community Engagement Advisory Committees Community Engagement Advisory Committees (CEACs) encompass neighborhood residents and stakeholders from the business, non-profit, and faith communities and are designed to play an active role in influencing positive community change in partnership with the FRCs. We consider the CEACs to be an essential component and important asset in the development, promotion, and support of opportunities for the active participation of community members. CEACs can provide effective processes for community members to positively impact their community s well being through the network of FaCT Family Resource Centers. Purpose of Community Engagement Advisory Committees (CEACs) The CEAC s goal is to create meaningful change at the community and personal level through the implementation of a specific community agenda developed in conjunction with its corresponding Family Resource Center (FRC). The CEAC should strive to unite, educate, and keep the community informed regarding FRC services and other related matters. The CEAC also serves in an advisory capacity to the FRC Coordinator and staff in regard to FRC operations, direction and delivery of programs and services as well as the effectiveness of the FRC s engagement with the community. In order for this process to succeed, the CEAC should meet regularly throughout the year to consult with its FRC Coordinator and/or CEAC liaison on FRC and community matters. This will allow community members to have a voice in the delivery of FRC services as well as help them become more knowledgeable about FRC programs and community resources. Support of the Community Engagement Advisory Committees FaCT actively encourages and supports the development of effective FRC Community Engagement Advisory Committees. Our desire is to see FRC Coordinators and CEAC liaisons, FaCT Program Coordinators, and service providers work with neighborhood residents and stakeholders to develop an effective collaborative partnership and advisory process. FaCT also financially supports the development of Community Engagement Advisory Committees with funding administered through the Orangewood contract. In the past, this funding has provided and may again provide the following for the FaCT network: Developing Your Community Engagement Advisory Committee Page 3 of 18

4 Network-wide CEAC trainings CEAC meetings throughout the year (FRC contract) Technical assistance provided to FRCs through FaCT staffing Media outreach to inform community members of ways they can make a difference Educational conference and training opportunities for CEAC members and FRC staff Technical support for the CEAC should start with the FRC. The FRC Coordinator or a staff person should be designated to assist the CEAC with member recruitment and provide technical assistance and support for CEAC activities and meetings. This individual is referred to as the FRC CEAC liaison. The designated CEAC liaison should also strive to do everything possible to sustain and nurture CEAC membership. A Community and Resource Development Manager and related staff are designated to provide technical assistance and training to CEAC liaisons. This includes but is not limited to the following activities: Assist CEAC liaisons in identifying annual goals and strategies Facilitate CEAC liaison meetings and peer learning opportunities Coordinate and provide network-wide CEAC liaison training opportunities Provide tools and compile online and network library resources (e.g., toolkits, etc.) Recommended Structure of Community Engagement Advisory Committees (CEACs) FaCT FRCs throughout Orange County are quite varied, ranging from loose to formally structured. They are designed to best meet the needs of the particular communities that they serve. While FaCT allows each CEAC the option of determining its structure and governance style, it is suggested that with time each CEAC, in consultation with the FRC CEAC liaison, should develop some simple bylaws to govern its meetings and the manner in which it will operate. Best practice and FRC experience indicate a formal structure supports and promotes an active CEAC whose membership is sustainable. NOTE: Community and Resource Development Manager can provide tools to assist CEAC liaisons in developing structures. Membership The CEAC membership should be composed of various community stakeholders such as residents and representatives from the business, faith, non-profit, and educational sectors that correspond to the local community where the FaCT Family Resource Center is located. The FRC Coordinator can be considered a member (ex officio) of the Community Engagement Advisory Committee. However, a staff member or service provider representative may be appointed as the CEAC liaison and attend CEAC meetings to provide information, answer questions, and discuss FRC program and service matters and community concerns. Developing Your Community Engagement Advisory Committee Page 4 of 18

5 Administrative Committee CEACs should, through election, set up an administrative committee. This usually consists of a president, vice-president, secretary and a treasurer. CEACs may, at their discretion, also elect committee chairs (e.g., fundraising chair, volunteer chair) and members at large to the administrative committee as well. Elected CEAC administrative committees often hold regular administrative committee meetings between general CEAC meetings to organize and carry out the day-to-day work of the CEAC. Elections Only CEAC members are entitled to vote for appointees of its CEAC administrative committee. This election meeting may be held at any time of the year according to the discretion of each CEAC. Many FRCs have found it worked best for them to hold elections in September or early October when many parents return from summer vacation. Ideally, some members of the CEAC administrative committee will change every year, as new members grow into leadership positions. It is up to each CEAC to select the timing that best meets their members' needs. CEACs can also choose to elect co-presidents to share the responsibilities and work load. Members-at-large often include members responsible for particular areas: event planning, fundraising, CEAC recruitment, community communication, etc. Voting CEAC members are entitled to vote at CEAC meetings. The FRC Coordinator and CEAC liaison(s) do not vote. If your CEAC administrative committee holds regular administrative committee meetings, only elected administrative committee members usually vote. Other community members, FRC staff and service provider representatives may attend the administrative committee meetings, but do not vote. Functions of Community Engagement Advisory Committees Community members, through their elected representatives on the CEAC administrative committee may consult with the FRC Coordinator and FRC staff in regard to any matter relating to the FRC and the community. CEACs may offer advice and assistance in the following: FRC input o Resolve FRC-community differences and improving relations o Current FRC services and new programs; facilities; equipment and learning resources o FRC philosophy and program priorities; safety programs; policies and procedures o Alternatives for identifying, communicating and meeting unique community needs Community Outreach o Racial and cultural understanding and a sense of community within the FRC neighborhood Developing Your Community Engagement Advisory Committee Page 5 of 18

6 o The participation of community individuals and groups who do not utilize FRC services (e.g., attend meetings; express their ideas and share their concerns about the community and FRC) Community Leadership o Relay community ideas and perspectives to FRC and FaCT staff o Inform the community about FRC, city, and county decisions and issues affecting them o Coordinate and host community meetings to facilitate collaboration between stakeholders o Encouraging civic participation and its importance (CEACs do not favor or support any party or candidate; they simply provide open forums in which all candidates can express their views) Resource Development o Fundraising o Solicitation of in-kind donations o Contribution of individual talents, knowledge, and abilities in service to community (e.g., workshop lead) Summative Overview of Collaborative CEAC Roles Developing Your Community Engagement Advisory Committee Page 6 of 18

7 CEAC COORDINATION AND ADMINISTRATION The CEAC Administrative Committee The members of the CEAC administrative committee are advocates for their community. As advocates, the CEAC administrative committee members may consult with and be consulted by neighborhood residents and stakeholders, FRC staff and administration, as well as FaCT staff on any matter relating to the FRC and the community. Each CEAC will adopt methods of operating that best suit the needs of the local community. These methods will be adapted over time to meet changing circumstances. Administrative Committee Responsibilities The administrative committees primary responsibilities include but are not limited to the following: Establishes meeting rules Work together with the FRC Coordinator Assesses the interest and concerns of people in the community Hold regular administrative meetings to plan an agenda for general meetings Prepares a program that reflects the priorities of stakeholders in the community Streamline general meetings and make them interesting in order to encourage community member involvement Administrative Committee Membership The Community Engagement Advisory Committee administrative committee is to be made up of CEAC members who are residents and/or stakeholders elected from the local community where the FRC is located. The election can be held at any time during the year at the discretion of the CEAC and FRC. The CEAC administrative committee is usually made up of the following positions: President Vice-President Secretary Treasure Members-at-large Ideally, some members of the CEAC administrative committee will change every year, as new members grow into leadership positions. CEACs also have the option of electing co-presidents, rather than a president and a vicepresident. They can also combine the role of secretary-treasurer in one officer. Membersat-large may be assigned no particular function, or they may take responsibility for particular committees/programs such new member recruitment, fundraising, holiday events, Child Abuse Prevention activities or Blue Ribbon events, etc. Developing Your Community Engagement Advisory Committee Page 7 of 18

8 Suggestion for Incoming/Outgoing Administrative Committee Members: Newly elected CEAC administrative committee members should be fully briefed by outgoing members of the committee and the FRC administration regarding their job descriptions and on-going FRC and community issues. The CEAC administrative committee is accountable to the rest of CEAC membership and must keep them informed. Decisions affecting a major change in CEAC policies or procedures are brought to a general CEAC meeting for discussion and decision. Administrative Committee Appointee Responsibilities & Duties The President The president coordinates CEAC affairs in cooperation with other administrative committee members. The president s role is one of coordinator, facilitator, and advocate for community members and a cooperator with FRC staff. A CEAC president should be well-organized and able to work well with volunteers. In addition, a positive attitude, initiative, and the recognition that power is shared make for a successful president. For some community members, especially those timid or intimidated by perceived problems in the FRC, the president is another contact in whom they can invest confidence. The president should make a sincere effort to understand local conditions in the FRC and the local community, and maintain a spirit of loyalty, cooperation and friendliness among the administrative committee and general membership. The president also: o Conducts business meetings o Leads meetings and maintains order Note: If he or she is unable to attend, the vice-president fills in. If they are both absent, the secretary calls the meetings and an alternative person to lead the meeting is appointed. Developing Your Community Engagement Advisory Committee Page 8 of 18

9 Suggestion for Keeping a Meeting Orderly: To keep spur-of-the-moment decision-making to a minimum, the president provides an opportunity for additions to the agenda at the beginning of the meeting. However, some unexpected discussions may be important and should not be neglected. A quick vote at the meeting can decide this issue. o Sets and manages a meeting timetable based on member input o Communicates, consults, and partners with the FRC Coordinator o Helps the vice-president and secretary prepare the agenda for all meetings o Prepares the information and facts needed for a good discussion on agenda topics Suggestions for new CEAC presidents: o Meet with the previous president o Obtain copies of past correspondence o Meet with the community parents of your area o If applicable, review the minutes of last year's meetings Best Practices in Community Leadership Derived from collective FaCT network experience and research-based knowledge, the following practices have been found to be effective. Utilize the help that is available. Our best resources are the FRC Coordinator and/or FRC CEAC liaison as well as current, local CEAC members. They can contribute valuable information to help establish guidelines for your meetings, activities and topics for discussion. Prepare a statement for other community members. Meet with the FRC Coordinator at the beginning of your term and prepare a simple statement on why community members should be involved and how their community can benefit. Include this statement in the FRC newsletter and invite residents and stakeholders to attend a meeting at a specific time, date, and place. Ensure at least two weeks advance notice. If your FRC does not have a monthly newsletter, have the statement printed on a flyer and distribute copies of it in the local community. Encourage community members to get involved. Ask the FRC Coordinator to submit a request to all FRC partner agencies for the names of clients who might be interested in getting involved. Service providers are often aware of parents and clients who are interested in FRC activities. Developing Your Community Engagement Advisory Committee Page 9 of 18

10 Maintain or improve attendance by deciding on a regular day, time, and place to hold your monthly meetings. Consistency in meeting day, time, and place allows members to more easily plan for them and attend. Place reminders of upcoming meetings in your FRC newsletter, along with a brief summary of the previous meeting and topics for future consideration. Flyers, phone calls, and exchange can also be used to issue reminders. Ensure good attendance by phoning members before each meeting. Make this task easier by circulating a sheet of paper at meetings for parents and guardians to fill in names and phone numbers. You may want to consider establishing a telephone committee to assist you. Prepare an agenda in consultation with your administrative committee and the FRC Coordinator. Circulate copies of it prior to the meeting if possible, and ensure that all members of the administrative committee receive copies of it in advance as well. When problems arise, deal with them at once. If there is concern among CEAC members about a particular program or activity, don't let the problem get worse. Meet with your FRC Coordinator to discuss the issue. Explain the situation and ask for help. Schedule additional meetings and committees as required to fulfill community needs and interests. In consultation with and support from the FRC Coordinator, the CEAC administrative committee may form special issue or project specific committees with community representatives. Allocating responsibility and developing support structures can be an effective strategy to ensure significant issues are addressed. These issue/project specific committees can meet independently to develop action plans and implement special projects as well as request and coordinate additional meetings focusing on their issue/project with the broader CEAC membership. The Vice-President The vice-president fulfils an important role as an understudy to the president and: o Reads and distributes all material received and discusses the information with committee chairpersons and members; o Learns duties and responsibilities of the president in order to lead meetings in her or his absence; o Takes over if the president is absent or resigns; o May be called upon to lead special committees or projects; and, o May assume the office of president the following year if there is support from the general membership The Treasurer Developing Your Community Engagement Advisory Committee Page 10 of 18

11 The treasurer will work with the FRC Coordinator to track the amount of funds available for CEAC events and activities. The treasurer will track the disbursement of funds accumulated through fundraising activities and will also do the following: o Disburse money according to the rules of the group and will note transactions in the treasurer's finance sheets. o Present a report of finances at each meeting whenever it is requested by the administrative committee. The Secretary o Writes letters o Circulates attendance sheets during meetings and forwards to vice-president o Forwards list of administrative committee names and positions to the FRC Coordinator and to FaCT, which maintains a master list of all CEAC presidents o Records minutes of meetings o When applicable, present the minutes at meetings o Keeps records Suggestion for Record Keeping: Records kept by the CEAC Secretary should generally include but not be limited to the following: o General membership list o FRC services and programs o Meeting minutes, including attendance sheets o Notebooks from past CEAC administrative committees and presidents Best Practices in Minute Taking The minutes represent the history of the Community Engagement Advisory Committee. Not only do they serve as the official record of previous policy and past actions, but as assurance that an issue, if put aside temporarily, is not forgotten. CEAC presidents find them invaluable when preparing the agenda and checking the background of particular issues. Minutes should be easily accessible to general CEAC and community members. Identify a location where minutes will be kept. Let everyone know where to find a copy. Minutes should be brief. Essentially they are a record of action rather than long descriptions of discussion. Developing Your Community Engagement Advisory Committee Page 11 of 18

12 Minutes should include essential information at the top of the first page. Place a heading at the top of the first page to include (Name of FRC here) Community Engagement Advisory Committee; date, time, and place of the meeting; name of CEAC president at the time of the meeting; names of the members present; indication if the previous minutes were approved or corrected. Minutes should include a record of main ideas discussed at the meeting. Listen to the discussion and note only the main points and summarize the discussion. The summary of ideas should be brief and accurate. Record all agreements and commitments. Name the members who made and or accepted any agreements or commitments. Record meeting specifics. Note correspondence and any action taken; note treasurer's report if any; note program speaker and topic if applicable; note time when the meeting ended and date, time and place of next meeting. Document who generated the minutes. End minutes simply with recorder's name and title (e.g., Maria Sanchez, Secretary). Track the approval of minutes. After the minutes have been approved, the secretary should write "Approved" with the date. Suggestions for the secretary: o Have the president give you an agenda o Write up the minutes within a few days after the meeting o Review the minutes with the president to make sure they are accurate o If someone reads a long report, get the notes from the speaker and summarize it o Under the notice of the next meeting, include items that need special preparation for that meeting CEAC MEETINGS Leading a meeting can be challenging, but with a well prepared agenda and a few basic organizational skills, successful meetings are possible. These guidelines can be used as a model for meeting procedures. Create an Agenda Developing Your Community Engagement Advisory Committee Page 12 of 18

13 An agenda includes a brief outline of what you intend to discuss and in what order. A wellplanned agenda should reflect the concerns and interest of the CEAC membership and FRC community and is based on mutually defined goals. Purpose of the Agenda: o Streamlines and shortens your meeting o Provides order and direction to the meeting o Better enables the secretary to record minutes accurately o Informs participants what to expect and how to participate in the meeting Here are a few strategies to ensure the agenda will be effective in achieving its purpose. Refer to previous meeting minutes. If the CEAC uses minutes, review the previous ones for items that are pending and issues that were tabled or should be reported on. Define what you hope to achieve with each agenda item. Check each item on the agenda and determine what action is required. There are three basic typed of items to list on the agenda: Basic Types of Agenda Items: o Items for information These are items that keep your CEAC informed, but don't require immediate action (e.g., correspondence, announcement of events, etc). o Items for discussion, referral or tabling These are items that require more discussion from your group before decisions are made; items that should be referred to a smaller subcommittee for further discussion or development; items that can be put aside (tabled) for the moment o Items for decision and action Items resulting from business referred to a sub-committee; business that you feel your group should act upon Plan your time realistically Don't squeeze too many items on to the agenda. Set aside enough time for the important Developing Your Community Engagement Advisory Committee Page 13 of 18

14 items. Other items may be postponed to another meeting, placed near the end of the agenda or referred to a smaller committee. In your closing activities, allow for the assignment and review of tasks. Other ways to manage time include the following: Provide brief statements on the agenda outlining each item under discussion. This may be helpful to new members unfamiliar with the issues. Indicate when the meeting will start and end. Try to stick to your schedule. Plan how and to whom you will distribute the agenda. Check to see if members received their agendas and carry extra agendas for those who didn't receive them earlier. Suggestion for making members feel comfortable: Don't forget to make people feel comfortable. New CEAC participants may not know anyone. Introduce yourself and welcome everyone. Set the tone and make sure that people know you are happy they took the time to come to the meeting. Include the common elements of a simple meeting Below the six common elements of a simple meeting are provided in some detail: 1. Hand out the agenda Hand out the agenda that should contain the items in the order to be discussed at the meeting. Ask the other members of the committee if there are items they would like to add to the agenda. Once everyone has agreed to the agenda, the meeting can proceed. 2. Start the meeting The meeting begins. Welcome the members, announce that the meeting is starting and give them the opportunity to settle in their seats before you proceed. 3. Facilitate introductions When you have new members or guests, it is a good idea to have all the meeting participants introduce themselves. You can have members state their name one by one in a clock-wise direction. 4. Review minutes, if applicable After distributing copies of the minutes, have everyone take a few minutes to review them and ask if there are any questions, errors, omissions or changes that need to be made. The secretary should record whatever changes, if any, the group agrees to make on the minutes. Developing Your Community Engagement Advisory Committee Page 14 of 18

15 5. Discuss each item according to the order of the agenda. Under certain circumstances, such as when someone is absent or there is a lack of information, it is okay to skip certain items and return to them later in the meeting. 6. Close the meeting Thank the members for attending. Remind them of the date and the time of the next meeting. If the CEAC needs instruction or assistance in setting up their meetings, you can utilize resources available in the FaCT Network CEAC Community Development library (e.g., project worksheets; workshop manual; community toolkits). Take advantage of information and tools available to the FaCT network. NOTE: During the meeting, it is important to avoid subjects concerning personal conflicts between individual CEAC participants and specific FRC staff. Such problems are not suitable topics for your meeting. SETTING UP COMMUNITY MEETINGS CEAC members should know that the responsibility for developing a healthy and safe community must be shared by the residents, the FRC, and the local agencies, businesses, and organizations that have a vested interest in the community. One of the primary functions of CEAC is to create community meetings to facilitate this process. Suggestion for Meeting Formats: In order to streamline meetings, some CEACs find it effective to separate the business portion of the meeting from the main program (a guest speaker, film, panel, debate). Some CEACs hold two meetings a month: one for business and the other for a special program or event. Still others alternate the business with the main program a business meeting conducted one month, program the next. The basic steps involved in setting up community meetings include the following: The CEAC should talk to the FRC Coordinator and staff Assess the needs and concerns of the community Set the date and time for the community meeting Invite community residents and representative from the local business, faith and nonprofit organizations Plan for the meeting Developing Your Community Engagement Advisory Committee Page 15 of 18

16 Activities to Break the Ice at Meetings (Get People Acquainted) Here are a few suggestions to help you organize activities that will get your meeting off to a good start and create a friendly, positive and productive atmosphere. Greeting Sheet Prepare a large piece of paper or cardboard that has greetings and starting instructions on it. Example: "Hello Good Evening! Please help yourself to tea or coffee and sit with two or three people you don't know and become acquainted. Please talk about what you hope this meeting will accomplish." Paired Interview As soon as two people have arrived, they are asked either verbally or by instruction sheets to interview each other regarding the number and names of children, how long they have lived in the community, things that interest them and what they expect from the meeting. After the discussion, have members introduce their partners to the group. Information Sheet Post one large sheet of paper on the wall for each participant. If possible, put each person's name on his or her sheet. As members arrive, hand each a felt pen and an instruction sheet (or have instructions posted on a large sheet). The instructions might ask members to write on their sheets: o their name o things they would like help with o things they could help others with o greatest interests community issues that are important to them Best Practices in Administering Community Meetings Be prepared. Know what you are going to do and why. Know what your priorities are, the alternatives, the time frame and who will give reports. Assess interests. Determining the interests and concerns of your community will help lay the foundation for a program that truly involves members. Develop goals and select topics based on your assessment of the needs and interests of community members. Identify the goals and priorities of each meeting. Most problems in community meetings stem from lack of clear-cut goals. Assessing the needs and interests of your community will help you define the goals and priorities of Developing Your Community Engagement Advisory Committee Page 16 of 18

17 your CEAC. Each meeting must also have well-defined goals. These should be reflected in the agenda and understood by the entire group so that everyone knows how to contribute. After the CEAC administrative committee has been elected, you may wish to organize a special meeting at which the CEAC membership works together to set the goals for the year. By doing the groundwork, you will be able to develop specific activities around your goals during the year. Have an agenda. Know what business will be conducted and in what order. Direct the meeting toward the purpose established for the meeting. A productive community meeting requires a well-planned agenda. Although the substance of the agenda will be based on the goals defined by the CEAC, the president, and the CEAC administrative committee will be responsible for seeing they are achieved. Don't cover too much ground. Keep expectations realistic. Plan your agenda so that sufficient time is set aside for priority items. Always end at the designated time. Learn by doing. Not every meeting will run smoothly, but the job of leading a community meeting will become easier with each meeting. Empower community members. Guide and lead the group. Don't do it all yourself. Take advantage of the talent and experience in your group. CEAC NETWORK RESOURCES The electronic version of this handbook along with other CEAC network resources can be assessed on the fact website at Simply click on the portal link at the bottom of the site and then select CRD Support Materials from the Staff Resources menu. Developing Your Community Engagement Advisory Committee Page 17 of 18

18 FAQ S: ANSWERS TO CEAC FREQUENTLY ASKED QUESTIONS What is the most challenging task faced by the CEACs? One of the most difficult challenges is learning how to handle issues and problems outside the FRC: wondering where to go, whom to contact, what the options are. What is the best advice for new CEAC members? Understand that the CEAC is a community-based group. The most important thing to do is spread the word that you want members of the community involved in the CEAC membership and in the CEAC administrative committee... It's crucial to work towards getting widespread community support so that the CEAC really is representative of the community as whole and not just a small segment. What are some ways to generate community involvement? Establish a communications network to keep community members informed. Direct contact is most effective. Offering a variety of special presentations at monthly meetings will boost involvement. Variety prevents boredom and ensures diverse interests are being addressed. How could a CEAC develop community involvement in an FRC that represents different ethnic groups? The CEAC needs to explore the community for multi- representation. Start by arranging small discussion groups in the neighborhood in the residents' native language. Get them used to the idea that it is important to be involved in the well being of their community and that the FRC needs their participation, in addition to inviting them to CEAC meetings. What are some of the challenges that affect CEACs? A major challenge is getting community members to come out. People have other priorities, many are busy, and some will say that those people who do become involved don't really represent the rest of the community. And occasionally, a community member will present a problem which appears to be a general issue when, in fact, it is a personal grievance related to a particular FRC staff, agency or service. So it's important to emphasize that the CEAC works on behalf of all local community members in addition to reinforcing the idea that the group's concern is with general principles and broad common interests. In what ways can the CEAC have a positive effect on the community? CEACs can be useful in helping community members to take an interest in local community issues and concerns and the FRC. They should strive to help the FRC make its goals and services better known to the community. Being a part of the CEAC can be rewarding because it helps participants make a positive difference in their community. Participation in the CEAC also allows people from the business and faith communities to take an active interest in the well being of their community beyond their usual role. Developing Your Community Engagement Advisory Committee Page 18 of 18

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