Q&A with Alaa Abusalah, Framingham's first citizen participation officer January 6, 2019
Jim Haddadin 617-863-714 4 Metrowest Daily News
The position of citizen participation officer, created by the city charter, is aimed at increasing engagement between residents and local government. Alaa Abusalah is the city of Framingham's new citizen participation officer. [Daily News Staff Photo / Ken McGagh]

FRAMINGHAM - A familiar face at the Memorial Building is taking on an important new role for the city.

Alaa Abusalah, a former staffer in the Community and Economic Development Department, was recently appointed as Framingham's first citizen participation officer.

The position, created by the city charter, is aimed at increasing engagement between residents and local government. Her new duties include working with city staff, boards and committees to enhance public engagement, processing citizen questions and complaints and meeting public notice requirements.

Abusalah earned a bachelor's degree in urban studies with a concentration in public administration and urban planning from Worcester State University, and studied architecture and urban planning at the Harvard School of Design.

The 25-year-old has also been active in her hometown of Leicester, where she chairs the Economic Development Committee and serves on the Planning Board.

Abusalah recently discussed her background and plans for her new position in Framingham:

Your family resettled in the United States when you were young. How does your experience as an immigrant shape your work?

My family emigrated from Palestine and lived as refugees in Lebanon until I was 6 years old. We moved to the city of Worcester to escape a war-impacted country and what could have been a lifetime doomed of poverty and economic hardship. Although separated from my Arab culture, I was fortunate to grow up in a very diverse community. I got to live life through lenses of my Hispanic, African-American, white and Asian friends. To me, diversity is beautiful and has a strong power to unite communities.

My path to community development began early in my life. Traveling back and forth to visit family abroad, I got to experience both worlds. Living in an underrepresented community in a foreign country, I became naturally drawn to the significance of change and development.

How do you envision the role of citizen participation officer? Describe some of your goals for your first year on the job.

I envision the role of the citizen participation officer as the bridge between city government and constituents. The CPO has the capability to incorporate voices of the Framingham community in government decision-making.

My first year as CPO will be focused on collaborations and growing meaningful relationships between the Framingham community and municipality. Through data collection and analyses, I will advance internal processes with respect to external community information flow. I will also concentrate on learning the needs of community members - listening, understanding, and working together to explore new ideas that elevate public engagement and effectiveness.

Language is a major obstacle for non-English speakers who need to interact with local government. How can the city address this challenge?

I feel that addressing language access goes hand in hand with establishing a welcoming city. The first step in addressing this will be to ensure a consistent process which promotes demolishing barriers and communication restrictions. If communication is a challenge, we will work together to ensure a smooth and comfortable interaction.

Residents of South Framingham have historically had lower levels of participation in local government. How can the city build a bridge with these neighborhoods?

At minimum, the City Charter's establishment of a citizen participation officer is one way we are responding to the lower levels of participation in South Framingham. In collaboration with local organizations, residents and the community at-large, the city can encourage and promote participation through accessibility, advocacy, training and actions. Even if it means bringing local government to the people! I imagine this being an ongoing, flexible and dynamic process.

Framingham Mayor Selects City's First Citizen Participation Officer November 9, 2018
Susan Petroni 508-315-7176 Framingham Source
FRAMINGHAM - Mayor Yvonne M. Spicer this afternoon, November 9, announces her recommendation to the City Council of Alaa Abusalah as the city's Citizen Participation Officer (CPO).

For the last two years Abusalah has been employed by the city's Community and Economic Development department, working in the Zoning Board of Appeals division.

Abusalah has an established understanding of community engagement having worked in both town and city government, as well as her interactions with the public, and Framingham divisions and departments, said the Mayor's office in a media release.

In Leicester she serves as Chair of the Economic Development Committee and is an elected member of the Planning Board.

In her new role as CPO, Abusalah will work with city departments, boards, commissions and committees to enhance public engagement, process citizen complaints and inquiries, and ensure compliance with public notice requirements. This position will also analyze data on citizen engagement, complaints and inquires, and will regularly submit reports as directed by the Mayor.

"As the new Citizen Participation Officer Ms. Abusalah adds another level of communication between the Mayor's office and the community, as well as an analytical understanding of how we can better engage with and provide services to the residents of Framingham" said Mayor Spicer, in a media release.

The position was created by the City Charter.

The City of Framingham began advertising for the position on July 12.

In September, Source published there were 38 applicants.

The City Council has 30 days to approve or reject the nomination.

No starting salary was released by the Mayor's office. The full-time position has an advertised salary of $65,573 to $70,939.

Abusalah earned a Bachelor of Science in Urban Studies, with a concentration in Public Administration and Urban Planning from Worcester State University, and completed course work in Architecture and Urban Planning from the Harvard School of Design.

Her diverse experience will be an asset to the Framingham community, said the Mayor's office in a press release.

38 Applicants For Framingham Citizen Participation Officer Post September 24, 2018
Susan Petroni 508-315-7176 Framingham Source
FRAMINGHAM - The City of Framingham received 38 applicants for the charter-created Citizen Participation Officer position, advertised in July.

Interviews have begun, according to the City's spokesperson Mike Tusino.

The City plans to interview 9-12 applicants, said Tusino.

Tusino said he did not have a time frame when Framingham Mayor Yvonne Spicer would announce her choice.

"Unfortunately, I do not have a time frame for the remaining duration of this interview process. I understand that 5 additional resumes came in and are being reviewed to determine if any will be added to the pool of interview candidates," said Tusino to SOURCE.

The City of Framingham began advertising for the position on July 12.

The full-time position has an advertised salary of $65,573 to $70,939.

Mayor's Office Advertises For Citizen Participation Officer July 14, 2018
Susan Petroni 508-315-7176 Framingham Source
FRAMINGHAM - Framingham Mayor Yvonne Spicer has begun advertising for a Citizen Participation Officer.

The full-time position has an advertised salary of $65,573 to $70,939.

The position was mandated by the new City Charter. Framingham officially became a City on January 1.

The Mayor started advertising for the position, on July 12, according to the City's website.

"Under the direction of the Mayor, the Citizen Participation Officer works with City departments and boards and commissions to engage the public using communication and outreach strategies to enhance public engagement, to process citizen complaints and inquiries, and ensure compliance with public notice requirements. This position will also analyze data on citizen engagement, complaints and inquires, and shall regularly submit reports on such data," according to the job posting.

The essential function of the Citizen Participation Officer includes:

  1. Responding to service requests coordinating with other City departments, preparing response letters and e-mails on behalf of the City and the City Council and personally communicating with residents on a regular basis.
  2. Providing support for individuals interested in being involved in local government.
  3. Devising and implementing strategies to enhance public engagement.
  4. Serving as an immediate contact for residents calling the City for assistance and serves as a representative of the Mayor.
  5. Establishing and maintaining close working relationships with all departments for managing residents' concerns, questions or requests for information.
  6. Bringing appropriate staff from a variety of departments together to resolve problems.
  7. Assisting with citywide social media to engage residents on various community issues including responding to questions, concerns and requests for information through those sites.
  8. Conducting follow-up with relevant departments to help coordinate timely responses to citizen inquiries and requests.
  9. Identifing needed assistance, equipment and technologies for the implementation of public participation and communication programs to support the implementation of public outreach program.
  10. Training municipal staff on the development and implementation of public participation and communication programs.
  11. Designing surveys to ensure citizen feedback and to improve service delivery.
  12. Anticipating community issues through feedback mechanisms both internally and externally and able to develop communication strategies for implementation.
  13. Managing aspects of the service request system (including software).
  14. Developing proactive strategies with departments for resolution of residents' concerns.
  15. Leading and organizing community meetings when required.
  16. Coordinating the citywide Citizen Survey, requiring strong knowledge in constructing questions and using other tools to gather feedback from the community.
  17. Developing municipal public participation and communication programs and strategies.
  18. Researching and implementing non-traditional methods of communication and outreach.
  19. Educating City departments and programs on best practices for outreach with various cultural groups.
  20. Developing, planning, and administering outreach programs and education utilizing community leaders, neighborhood groups and volunteers.
  21. Conducting community outreach to increase participation by underrepresented residents in City government.
  22. Attending community events hosted by the City, other City agencies, community organizations and ethnic minority groups to provide education on City services and information on City initiatives.
  23. Providing excellent internal and external customer service. Create a positive experience for clients through professional and courteous behavior and creative problem resolution.
  24. Coordinating special projects or outreach efforts as assigned.
  25. Assisting with office administration, including answering telephones and greeting visitors.
  26. Interacting with others in a positive manner.
  27. Applicants should have a Bachelor's degree in public affairs, communications, or public administration and 3 - 5 years of experience working in community relations, local government or related field, or an equivalent combination of education and experience.
  28. Must possess a valid Class D Driver's License.
  29. Ideal candidate will be bi-lingual in English and Spanish/Portuguese.

The position was posted on the City's website in English and Portuguese.

Applicants should have a:

  1. Knowledge of modern principles and practices of media and public relations.
  2. Knowledge of marketing and communication techniques.
  3. Knowledge of correct English usage, grammar, spelling, and vocabulary.
  4. Working knowledge of website management systems, graphics and multi-media presentation techniques.
  5. Knowledge of basic research methods. Maintains strong knowledge of community issues and cultivates relationships in the non-profit and public sectors to inform and maximize philanthropic resources.
  6. Ability to adapt quickly to changing priorities and deadlines.
  7. Ability to prioritize and work independently.
  8. Ability to speak and write effectively.
  9. Ability to establish and maintain effective working relationships with staff, media and community.
  10. Ability to research, write and edit publications, marketing materials and reports.
  11. Ability to communicate through various means, such as oral, written, visual, etc.
  12. Ability to prioritize tasks and manage multiple short and long-term projects at one time.
  13. Excellent written and oral communication skills;
  14. strong interpersonal, public relations and organizational skills.
  15. Requires high level of proficiency in use of Microsoft Office suite, including Word, Excel, PowerPoint, Access, Publisher, or related software programs and operate office machines such as facsimile and copy machines.

Send comments to: hjw2001@gmail.com