Human Resources Departments in governments recognize, particularly during stressful economic times, that employees who interface with the public need supportive training in providing kinder and more compassionate service to frazzled citizens. This can happen by having government employees practice more kindness and compassion with each other by recognizing acts of kindness and empathy in their exchanges with each other. This strategy creates a positive workplace climate that makes it easier to meet and greet the public with a smile and an attitude of kindness, empathy and compassion. Most importantly, it encourages kinder and gentler responses from citizens.
County Commissioners in Buncombe County, North Carolina surrounding Asheville are addressing this problem through their “Kindness Matters” program. The commissioners have posted the following message on their website to all their employees:
“Now more than ever, in these difficult times, our attitudes toward each other and those we serve have great consequence.”
They ask county employees, “Have you taken the Kindness Challenge? If you did, we want to hear about it. Please log your experiences at the site on the back of the kindness card. Taking the challenge is easy, just:
- Watch for kindness in fellow employees and be more kind to those around you.
- When you witness someone being kind, give them a kindness card. Posters and cards will be available in your department. Log what you witness here, so we can share your stories with others.
- If you receive a card, simple follow the instructions on the back.”
The web site then reminds County employees about the importance of acts of kindness.
“Most of the time we are just too busy to notice simple acts of kindness. It’s worth the time to acknowledge your fellow employees for being kind and make it part of your day to ‘commit’ acts of kindness yourself. When you witness someone doing something kind, give them a card.”
The commissioners had Kindness Matters cards printed up to hand out as reminders. They also have t-shirts available to purchase for $10 SM o XL and $12 for XXL by staff to wear on the 4th working day of the month. Then they add,
“You’ll be amazed how watching for kindness will make you more aware of how badly needed it really is. Take the Challenge.”
The Human Services Department of the County has really taken hold of this Program. Lisa Eby of the Buncombe County Human Services Support Team sent me the following up-date on what they are doing: "We have an ongoing survey that allows clients/customers to comment on how kind our staff are. In addition, our staff members wear the Kindness Matters T-shirts on Friday and continue to practice 4 intentional acts of kindness, especially on the 4th day of each month.... We continue to integrate the Kindness Matters Campaign into other aspects of our culture. We just finished a Food Stamp Challenge which challenged our staff to live on a 5 day allotment of food stamps. Currently, we are gearing up for a Poverty Simulations in the next 2 months that leads staff through an experiential workshop. By providing these types of experiences to our staff, where they can experience what it is like to be on the other side of the desk, they find a renewed appreciation and understanding of the challenges our clients face.... In addition, we are getting ready to launch an extension of the Kindness Matters Campaign, called "Caring Community." This will focus on fostering a caring relationship between staff and clients that results in community ownership and safety."
For further information on this program contact Lisa Eby at Lisa.Eby@buncombecounty.org. This kind of program can help change peoples’ negative beliefs about government, so I urge you to contact your city, county or state government officials and suggest that they also start a “Kindness Matters” program or a Kindness Campaign.
On March 10, 2009, the North Carolina Citizens for Quality Government posted this congratulatory note on their website acknowledging the Kindness Matters initiative:
"Congratulations to the Buncombe County Commissioners for receiving an A+ grade for their bold creative and innovative action to conform to the greatest universal law (love) and recognize the Oneness of all - to establish the "Kindness Campaign" in Buncombe County and promote, love, peace and harmony in our community."
The Kindness Matters campaign continues initiatives begun by the Kindness Campaign in the Asheville area between 2004 and 2007. The many programs and events during these three years included some of the following:
Kindness Weeks were declared each year by the Mayor of Asheville during the week of Valentine's Day in which the Campaign handed out awards to schools, non-profits and government agencies. Here's Mayor Charles Worley watching children hug Leo the Kindhearted Lion in February 2006 during a signing ceremony at the Mayor's Office.
And here's Barry with Mayor Terry Bellamy in 2007.
Adults, businesses and non-profit organizations received Community of Kindness awards:
and there were numerous interfaith dialogue dinners that met to find common values and beliefs.
The Asheville Police Department also implemented the Kindness Campaign into its organization. Here''s Police Chief Bill Hogan speaking to a group about how to improve community relations with the department.
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