Projects

Facilitating Systems Change: City of Dubuque, IA, Department of Housing and Community Development (1998-2000)

Project Description:
In 1998, the Housing Services Department of the City of Dubuque faced a long-term problem of negative, contentious relationships with area landlords. The landlords were unhappy with the code inspection and enforcement process, and were dropping out of the federal program providing affordable housing to citizens. The Dubuque City Manager initiated an effort to examine housing policies and procedures with the aim of making them more user-friendly for both landlords and tenants.

The City contracted with ENCOMPASS to design a process for involving affordable housing constituents that would bridge past barriers and create meaningful dialogue and action planning for the future. ENCOMPASS introduced the Appreciative Inquiry approach and process to guide this project and to achieve goals for institutional and community change.

Methodologies and Activities:
ENCOMPASS launched this project by bringing together a diverse group of stakeholders from the Housing Department and the community. This group of 60 people were trained and supported to conduct appreciative interviews with over 220 constituents. Through these interviews they identified the most important community needs and discovered best practices in customer service.

In a follow-up summit conference, ENCOMPASS guided 82 participants through a two-day process to create shared visions and action plans for future housing needs.

The city then contracted with ENCOMPASS for Phase 2 of this work -- bringing back together the major stakeholders throughout the community in an effort to reach consensus on future directions. ENCOMPASS successfully guided the group through the planning and action processes to arrive at widespread agreement on the city’s Five-Year Plan for Housing, Community and Economic Development.

Accomplishments/Impact:
The first phase of this process resulted in recommendations for aligning Housing Department services with constituent needs and requirements, opened communications among opposing factions and initiated new collaborative working relationships.

The second phase of this project was recognized as a national Best Practice from the U.S. Department of Housing and Urban Development in 1999, a State of Iowa HUD Best Practice Award in 2000, and a National Merit Award from the National Association of Housing and Redevelopment Officials in 2000. The National Housing and Development Reporter featured this work and its impact in the April 2, 2001 issue.

A follow-up assessment in 2002 confirmed that changes had been institutionalized in the community and government. Citizens and government officials attributed their success to the Appreciative Inquiry process guided by ENCOMPASS.

See Publications to download articles about this work.