Timely and ongoing communication
- Prompt responses and updates from Council staff and Elected Members.
- Continuous connection / communication and follow-through on engagement efforts.
- Clear, early, and inclusive communication.
What's happening
During September and October 2025, we asked for your help to shape the way we engage in the Adelaide Hills.
We are developing a Community Engagement Framework that will guide the way we undertake community engagement activities, and we asked you to help us to understand what's most important to feature in this framework.
What does good community engagement look like to you? What level of involvement would you like to have in Council decision-making?
The ideas and feedback you shared will be used to develop our draft Community Engagement Framework which we will share with you for further feedback in early 2026.
You can find out what we heard from our community by viewing the different engagement tabs below or reading the Engagement Outcomes Report.
Community Engagement Framework Objectives
Through the creation and implementation of the Community Engagement Framework, we aim to:
Engagement overview
What we asked
From the 15 September to the 26 October 2025, we invited feedback from our community around:
- What good community engagement looks like
- How we can improve the way we engage with our community
- Any barriers to current participation
- Feedback on current / previous engagement experiences
- How our community would like to be involved in Council decision-making
How we asked
During the engagement period we undertook a range of online and face-to-face engagement activities with community members seeking your ideas and input to develop our draft Community Engagement Framework. These activities included:
What we received
Good engagement
What does good community engagement look like?
When asked what good community engagement looks like, community members and stakeholders provided responses that sit under the themes below:
-
Inclusive and accessible engagement
- Multiple ways to participate e.g. online, in-person, phone, informal settings.
- Recognise barriers to online engagement and offer alternatives.
- Use community venues, mobile library vans, and physical materials (e.g. newsletters, welcome packs).
Transparency and trust
- Share how feedback influenced decisions.
- Be honest about project limitations, delays or cancellations.
- Avoid pre-determined plans, allow community to shape outcomes.
Collaborative approaches
- Engage community from the beginning.
- Involve community groups and residents before ideas are fully developed.
- Co-design and co-fund projects with community input when possible.
Human-centered and interactive engagement
- Prioritise face-to-face interactions to build trust.
- Use interactive formats and solution-focused language.
- Avoid one-way communication, encourage dialogue.
Strategic and purposeful engagement
- Clearly define the purpose and scope of engagement.
- Use short, focused surveys for clear actionable insights.
- Ensure engagement is part of a broader planning process, not just a promise.
Effective use of feedback / engagement data
- Record and share feedback internally to avoid duplication.
- Close feedback loops: communicate what was asked, heard, and done.
- Incorporate feedback into planning and decision-making.
Consistency and stability
- Maintain consistent contacts within Council to preserve trust and history.
- Embed engagement practices across departments and projects.
Empowerment and recognition
- Remunerate/compensate cultural knowledge and lived experience.
- Ensure Councillors are informed and involved.
- Enable community influence, even in small ways.
Areas for improvement
How can we improve the way we engage with our community?
When asked how we could improve that way we engage and reduce barriers to engagement, community members and stakeholders provided feedback that sit under the below themes:
-
Promotion and communication
- Increase visibility of engagement opportunities through newsletters, mail-outs, and physical materials.
- Reduce reliance on online-only promotion, use direct emails and Facebook Groups for updates.
- Provide clear, timely communication and adequate notice for participation.
Accessibility and inclusion
- Offer face-to-face engagement at local events and informal settings.
- Include childcare or kids’ activities at forums to support parent participation.
- Vary timing and formats of forums and engagement opportunities to suit different lifestyles.
- Use videos and physical welcome packs to reach broader audiences.
Responsiveness and transparency
- Respond to comments or feedback within a set timeframe.
- Clearly explain what can and can’t be done, and why.
- Close the loop by updating communities on outcomes and decisions.
- Address perceptions of bias or “pet projects” through openness.
Relationship building
- Assign consistent staff contacts to community groups to maintain continuity.
- Reduce staff turnover and encourage Elected Members to engage directly with community groups.
- Support community-led initiatives and advocacy efforts.
Empower and support
- Help residents with grant applications and understanding funding processes.
- Provide services and events that foster community connection.
- Encourage residents to take responsibility for participating in engagements and staying informed.
System and process
- Create a central location for engagement data accessible to all staff.
- Develop clear procedures for handling feedback and complaints.
- Include engagement budgets in project planning.
- Clarify how to engage vs. make customer service requests.
Training and culture
- Train staff in de-escalation, engagement tools, and decision-making processes.
- Introduce engagement inductions for new staff.
- Empower staff to share informal community feedback.
- Promote a shared responsibility mindset across Council.
Strategic use of data
- Use ABS data to identify underrepresented groups.
- Involve customer service staff in collecting feedback.
- Encourage inter-team transparency to avoid duplication.
Current experiences
Do you have any feedback you’d like to share about your experiences engaging with council?
Community members and stakeholders were asked if they wanted to provide feedback about their previous experiences engaging with council or about a good engagement experience, they had been a part of. Feedback received sits under the following themes:
Positive Experiences
-
Authentic engagement
- Council revised By-laws after community feedback.
- Stirling Lawns co-design involved community advocates, improving community support for the project.
- Boundary change proposal forums showed genuine interest in community views.
Valued community assets
- Libraries, playgrounds, and community halls are appreciated assets and great spaces to find out about engagements and project updates.
- Fitness programs through My Aged Care are important to residents.
- Youth involvement in civic events (e.g. ANZAC Day) builds pride.
Effective communication
- Road works notifications are working well.
- Interactive maps and personalised communication (face, name, contact) build trust.
- Good communication leading into Upper Sturt Community Forum.
Staff and team support
- Friendly staff at libraries and community centres.
- Staff attendance at meetings is appreciated.
- Team collaboration helps keep community informed.
Tools and platforms
- Engagement Hub is valued for centralising information.
- Social media helps broaden reach.
Challenges and frustrations
-
Communication gaps
- Engagement often starts too late or without notice.
- Lack of follow-up after feedback - no “closing the loop.”
- Inconsistent contact due to staff turnover or personal emails.
- Information (e.g. green waste days) not easily accessible.
Decision-making issues
- Community ideas feel dismissed or unsupported.
- Decisions made without consulting locals.
- Delays and lack of updates on projects (e.g. Woody Trails shelter).
- Limited transparency around grants and funding.
Process and planning weaknesses
- No consistent engagement processes or clear roles.
- Delays in reporting and decision-making.
Support and culture
- Negative feedback from community can be emotionally taxing.
- Ensure commitment from leadership, Elected Members, and staff to a unified engagement approach.
Inclusivity and reach
- Forum timing excludes parents, especially mothers.
- Underrepresentation of Aboriginal and CALD communities.
- Large parts of the community not reached through formal engagement channels.
Tools and recourses
- Need for a central hub for engagement resources and data.
- Digital engagement strong but needs face-to-face replication.
- Better displays of materials in libraries and centres.
Project challenges
- Scope creep due to community pressure.
- Funding constraints vs. community expectations.
Ideas shared
What does good community engagement look like to you?
Use / list words that describe what a good engagement environment looks like to you. Your idea will pop-up below along with your username.
CLOSED. The visioning activity has now concluded. Click to see all the submitted ideas.23 October, 2025
Louise says:
Will provide improvements. Inclusive. Supportive, Collaborative, Positive, Transparent, Respectful, Encouraging. Community are listened to.
22 October, 2025
M says:
More co-design with local communities
17 October, 2025
Patty says:
Well I only stumbled across this
15 October, 2025
AHC Engagement says:
Gumeracha Library - Finding unique ways to share / celebrate your town and community.
15 October, 2025
AHC Engagement says:
Gumeracha Library - Offering / creating opportunities for people to represent their community from a young age.
15 October, 2025
AHC Engagement says:
Gumeracha Library - being realistic about what is possible and what is a priority.
13 October, 2025
AHC Engagement says:
Upper Sturt Forum - Come back to community with results and also transparency about Council process and how submissions were considered.
13 October, 2025
AHC Engagement says:
Upper Sturt Forum - Use community groups and grassroot networks to engage beyond the usual suspects – we are happy to help connect.
13 October, 2025
AHC Engagement says:
Norton Summit Primary - Bring example pictures / ideas of similar projects, great spaces in other areas etc.
13 October, 2025
AHC Engagement says:
Norton Summit Primary - Asking the people who are going to use it e.g. the park, the skate park – speak to the people who know it best.
13 October, 2025
AHC Engagement says:
Karra Watta Cafe - More opportunities to connect with Elected Members and get to know them.
13 October, 2025
AHC Engagement says:
Karra Watta Cafe - Talking to people at their level, finding out what is important to them, what are their motivators.
How could we improve the way we engage with our community?
List any ideas for improvement or current barriers to participation. Your idea will pop-up below along with your username.
CLOSED. The visioning activity has now concluded. Click to see all the submitted ideas.15 October, 2025
AHC Engagement says:
Gumeracha Library - Community members have a role to play in seeking engagement opportunities and sharing their ideas and feedback.
15 October, 2025
AHC Engagement says:
Gumeracha Library - importance of having cohesion within Council (staff and Elected Members)
13 October, 2025
AHC Engagement says:
Upper Sturt Forum - Have an open ideas week where residents phone in with a suggestion. Big or small – simple point of contact.
13 October, 2025
AHC Engagement says:
Upper Sturt Forum - Supporting community to learn about new technology engagement opportunities and replicate with physical / face to face.
13 October, 2025
AHC Engagement says:
Karra Watta Cafe - Importance of knowing / understanding Council’s vision, reason/s for undertaking a project.
13 October, 2025
AHC Engagement says:
Karra Watta Cafe - Making sure promotion of engagements isn’t only online.
21 September, 2025
Gumeracha is great! says:
Flag examples of engagement changing Council ideas. Elector Representation Review, Annual Business Plan and Strategic Plan consultation etc.
Do you have any feedback about your experiences engaging with AHC?
CLOSED. The visioning activity has now concluded. Click to see all the submitted ideas.16 October, 2025
LexiCh says:
Loving the more positive, bridging the gap between council and community.
15 October, 2025
AHC Engagement says:
Gumeracha Library - Library is a great space / resource for the community to access information and free resources.
13 October, 2025
AHC Engagement says:
Upper Sturt Forum - Interactive maps great tool for engagement especially if paired with physical maps for face to face opportunities.
13 October, 2025
AHC Engagement says:
Upper Sturt Forum - Only hear from Council on Facebook – but miss things.
13 October, 2025
AHC Engagement says:
Shared at Oakbank Markets - Road works notifications work well
13 October, 2025
AHC Engagement says:
Shared at Oakbank Markets - Good to have community forums - opportunity to speak to Council managers and hear from community groups.
Contact Us
Have questions or want to learn more about a project, contact us below:
Contact Information Phone 08 8408 0400 Website www.ahc.sa.gov.au In writing 63 Mount Barker Road
Stirling SA 5152
