Public expectations of government services are evolving. Constituents no longer judge public entities solely on efficiency, accuracy, or response times—they also remember how interactions made them feel. This session explores how public organizations can move beyond transactional service delivery and create meaningful, trust-building experiences that leave a lasting impression. By applying the principles of Public Entity Hospitality, agencies can strengthen relationships with the communities they serve, improve public perception, and foster greater confidence in local government services.
Participants will be introduced to the foundation of Public Entity Hospitality, including why it matters in today’s service environment, what it looks like in practice across public-facing roles, and how it can transform trust in public services. The session will also provide practical tools to help staff adopt a mindset centered on care, empathy, and connection—not just task completion. Designed for frontline staff, department heads, and administrative leaders, this learning experience offers actionable strategies for creating service interactions that feel responsive, respectful, and memorable.
Session Topics Include:
- An Introduction to Public Entity Hospitality
- Why it matters
- What it looks like
- How it transforms trust in public services
- Practical Tools to Build a Service Mindset
- Delivering care, not just service
- Creating memorable constituent interactions
- Strengthening connection through empathy and responsiveness
Note: This training is 10:30am – 12, noon.
Presenter: Chris Gilbert, Ohio Plan Risk Management Board Member and Administrator for Springfield Township, Hamilton County
**As a Member of the Ohio Plan, you must be logged in to register for this event. For questions or if you’re having trouble, contact Lindsay at lindsay.deaton@ohioplan.com
If for some reason bookings are closed, please reach out as this is a mistake. Registration closes at 4:15pm EST, the day before the event. As long as you’ve registered for the event, the Zoom link to join us will arrive in your email at 4:30pm ET, the day before. Please reach out to Lindsay if you did not receive it.
The information in this training is for educational purposes only and should not be considered as legal advice. Public entities should always consult their own attorneys regarding legal matters.