Spotlight on services

By Louise Shearer

I recently met up with the Council’s Community Planning and Development Policy Manager, Emma Perring, to find out more about the work she’s been co-ordinating to improve the Council’s support to some of our islands with small populations. A Framework outlining new ways of working with these communities has recently been developed and I was keen to find out more.

Emma – can you tell me which islands you’re classing as ones with ‘small populations’ and why?

Yes, the island communities are Fair Isle, Fetlar, Foula, Papa Stour and Skerries. The 2011 census figures tell us that just under 20% of Shetland’s population live on an island remote from the mainland, and five of these islands have a population of less than 100 people.

These islands with small populations represent the most geographically remote parts of Shetland, with data showing us that their populations have been declining faster and ageing more quickly than in Shetland as a whole. It’s the combination of these circumstances that highlighted the need to find new ways to enable these communities to become stronger and ensure their voice is heard.

Can you tell me who came up with the idea for the Framework and what it is designed to do?

The Framework was developed by the Shetland Partnership in response to concerns and issues identified through a number of consultations and forums, such as the Commission for Tackling Inequalities.

It’s designed to overcome challenges faced by island communities by developing relationships and trust.

After initial discussions with agencies, I went out with colleagues to have conversations with the various communities through community councils and community development organisations. Feedback identified the need for improved and regular co-ordination of visits to communities, seeking ways to improve communication between services, and working better together and with communities to solve issues and challenges.

Since that time, I’ve been working with others across the Council and partner agencies to make improvements on the points that were raised during our visits.

Have you had any feedback from island communities on the new Framework?

Generally, the feedback I’ve heard is that Council services are now a lot more responsive and issues tend to be resolved a lot more quickly. I’ve also heard colleagues comment on the value of regularly visiting the islands.

These island communities can be providing and administering a lot of services that the rest of us take for granted; this is a huge responsibility, which is hopefully now becoming more shared between the communities and the Council.

How are you making sure that the Framework is actioned and doesn’t get forgotten about?

The development of communication links between myself, colleagues across the Council and members of the island communities means that the Framework is evolving as we’re all continually learning. It can’t be forgotten about because we’re all invested in it – it’s a living document. I think it’s less about what’s written on paper and more about the conversations people are having. It’s about making sure we’re as responsive as we can be.

Can you describe the links between the Framework and recent Acts of the Scottish Parliament, such as the Community Empowerment (Scotland) Act and Islands (Scotland) Act?

Yes, the Framework has been informed by both of these recent Acts. The Community Empowerment (Scotland) Act is designed to ensure that communities have greater influence and control over the things that matter most to them – and places a duty on government and public services to engage with, listen to and respond to communities. In turn, it gives our communities increased opportunity to develop and deliver services and initiatives that will make a real difference in areas where they stay.
Meanwhile, the Islands (Scotland) Act also places the needs of island communities front and centre, both now and in the future. In a way, this framework is shaping Shetland’s approach to our islands, including island-proofing, the same way this Scottish legislation is doing for Shetland as a whole.

How is the new Framework improving the Council’s performance in this area?

The Shetland Partnership recognises the unique contribution that these island communities make to Shetland and that strong, resilient communities right across Shetland are essential for the long-term strength and success of Shetland as a whole. What we’ve learned from this work is informing the ongoing work of the Shetland Partnership and with other communities.

With that in mind, the Partnership have set a series of targets to be achieved in the medium term by 2021 and longer term by 2028:

• 35% of people in Shetland feel they can influence decisions affecting their local area in 2021 rising to 50% in 2028 (currently 27%)
• 65% of people are satisfied with local services (health care, schools and public transport) in 2021 rising to 75% in 2028 (currently 59%)
• 10% of community council seats are contested in 2021 rising to 50% in 2028 (there were four community councils with contested seats in the March 2019 by-elections, which is a significant improvement from recent years)

I asked Emma for some examples of pieces of work that have already taken place as a result of this Framework and she suggested it would be much better if I spoke to someone in the communities themselves about the difference it has made.

Ian Best is Chair of the Fair Isle Development Company. When I spoke to him he said:

“There’s certainly been a big difference when it comes to dealing with the Council and I would say that stems from this project. When you need to speak to someone at the Council, it’s usually because there’s an issue you need resolved. The difference now is that when you get in touch, staff want to see what they can do to help solve it. I’d say there’s a far greater willingness to help customers and having that will is hugely beneficial. Certainly, with the recent incident at the Fair Isle Bird Observatory, we got a clear message from the Council that it was here to facilitate help where it could and that was a very positive message to hear.”

Kenny Gear, a leading member of the Foula community, also commented:

“In my opinion, the introduction of the Community Empowerment (Scotland) Act went hand in hand with a requirement for a new customer-focused culture change. Since then, and coupled with the work that Emma and her colleagues have been doing, I’ve seen the beginnings of a real change in the culture of the Council. As a result, we have a different relationship with the Council now, it’s a lot more positive and forward thinking. A lot has been achieved so far and I hope it continues.”

How will you measure the difference it makes to these islands with small populations?

We’ll be gathering a combination of hard data (population growth and balance, median income and the number of service redesign exercises that have involved island communities) and soft data (feedback and a sense of community confidence) and I’ll be measuring the difference being made using all of these resources.

Could the Framework be applied more broadly to any of Shetland’s other islands and could it be used as an example of best practice elsewhere?

Yes, there is the potential to roll out this approach to other islands and communities. The key learning has been the building of trusting relationships, and that is as, if not more, important than any plans or strategies.