■ Text by Reporter Huang Jingjing
Recently, the residents living in the West Tianmu Road Sub-district found that the officials of the neighborhood committee paid visits from house to house carrying the unified work permits and the new equipment - the "zero distance" visiting bag. The visiting bag contains "eight items", including an offline "service list" of the neighborhood committee, an "user guide" for the neighborhood committee's online WeChat Official Account "Zhangxinhui", the "work notes" for visit, and the "family files" of the block, as well as shoe covers, flashlight, scribbling papers and pens, in full preparations for visits.
The relevant person in charge of the West Tianmu Road Sub-district said that visiting and connecting with the masses is a basic work system that the neighborhood committee has adhered to for a long time. Facing the new situation, the Sub-district Office has improved and proposed the requirements of "zero distance" visit, which is aimed to push the staff of new neighborhood committee to "walk into the masses" and to "communicate in depth" with them. It has also put forward the work principle of "realizing emotional connection through physical zero distance", so that the traditional working methods of the neighborhood committee for the masses can be revitalized.
Let young social workers be good at "chatting"
The officials of the neighborhood should be sociable while wandering about the streets. However, with the rejuvenation of the social work team, workers are increasingly afraid to knock the doors of residents, which also has become an urgent problem to be solved in the process of improving social work ability.
The "zero distance" visit clearly define the "six tasks" for social workers in their visits for the first time, including: show your identity, deliver a service, know the information of a family, make a publicity, ask for their demands and discover a group of able men, so that social workers can have topics and confidence in their visits.
A young social worker surnamed Yang from Huakang Neighborhood Committee told the reporter that when visiting the homes of residents, they should firstly show their identification cards, and then send the online and offline "service packages" including the "service list" of "Ju Xiao Er" and the "user guide" for the WeChat Official Account "Zhangxinhui" of the neighborhood committee. The "family file" for each family also should be carried with workers. Whether the resident is living alone, or in empty nest, or a family of three people, all the information obtained during the visit should be recorded.
The most important thing in the visit is to know the needs of the residents. There is an unwritten "iron law" in the West Tianmu Road Sub-district: the demands of residents cannot be denied directly without research. The comments and suggestions should be recorded in the "family files" and "work notes". The on-the-spot replies can be given if it is answerable, and the more complex questions can be brought back and discussed in the regular work meeting of the neighborhood committee. Also, all the treatment and feedback are brought into the first reception process.
"We can have a clear direction to conduct the visit when the task is assigned, and then we will make preparations before the visit, so that we know what to say. Sometimes, I adjust the tasks according to the actual situation. For example, the recent emphasis is to promote waste sorting and the change of the term of office of the property owners committee, so I can implement the task by combining the work with the visit, which not only brings about topics, but also improves work efficiency." said the social worker Yang.
"Online visit" should be conducted for some families
The original intention of the "zero distance" visit is to close the relationship, so it should be conducted in a way welcomed by residents. However, some residents in some communities are working couples, and they are usually not at home during the day; and some residents make it clear that they do not welcome the visit of the neighborhood committee. To deal with such situation, the West Tianmu Road Sub-district Office has classified families into three classes based on the actual situation: Class A is the families that explicitly express that they do not welcome the visit of the neighborhood committee. Then, in what way do they expect to communicate? By telephone, WeChat, email or others. Class B is the families that welcome normal visit without any special circumstances. Class C is the special groups such as the elderly, the elderly living alone, the childless elderly, the losing-single-child families, the low-income families and the entitled groups, which suggests the "block head" to increase visits according to the actual situation.
A resident living in the Le Loft community said: "I usually do not care about the affairs of the neighborhood committee, but I am willing to accept the concerns of the government. Due to my busy work, it is quite nice to follow the WeChat Official Account of the community or join in the contact group of the neighborhood committee to receive news and accept an online visit when I am available."
Make the "family files" come alive
It is difficult for the newcomers to get familiar with the situation in a short time once the former officials are transferred because not all community situations are documented. During this "zero distance" visit, the "family file" for each family has been set up in the West Tianmu Road Sub-district Office and incorporated into the standardized contents of the neighborhood committee, thus solving the problems of "standardization" and "sustainability" of family files.
When opening a family file book of a "block head", there are clear records about responsibility block area, number of households and weekly visits, and each family is numbered. On the "Catalogue", the visiting time of each household is also recorded in detail, reminding the "block head" which families have not been covered yet and which families should be contacted and visited.
Of course, Family Files is not a one-time deal. After the establishment of the "family files", the regular visits should update the family status at any time. Whether there are households in or out, whether there are any changes in family members, and what are their demands and suggestions each time, all these information should be recorded and reflected in the files. Dynamically "draw" the features of every household, and make the "family files" come alive.
Solve the problem of "visiting without solutions" in visiting and contacting
Secretary Zhang of the Residential Area of Railway New Village said that what the Neighborhood Committee is most afraid of is "taking the research as the final step", as the next visit will be very embarrassing. Therefore, the "zero-distance" visit and contact system should be closely combined with the existing online and offline service mechanisms for the masses, the counterpart contact system of sub-district office-level officials and departments with the neighborhood committee, and the bimonthly "Public Sentiment Analysis Meeting" system to solve the problems during the visit hierarchically and separately. For those "micro practical matters" and "micro transformation" that can be completed by the residents themselves under the lead of the neighborhood committee, support will be given by the "Harmonious Autonomous Fund" of the sub-district office.
For example, the disorderly airing problem in a public place of Hetai Residential Quarters was particularly serious, therefore, residents have raised a suggestion to build an outdoor children's playground. Residents who work in design companies offered to make a design sketch first and then quickly reached an agreement among the residents. Later, the neighborhood committee designed two sketches of theme parks featuring "blue and green", which had widely solicited public opinions, and applied to the sub-district office for "Harmonious Autonomous Fund" to quickly solve the problems during visits.
A responsible person of the Tianmu West Road Sub-district Office said that the mass work is the prerequisite for all work. In the new era, it is more important to combine tradition with innovation, and build an online and offline service mechanism with the "tiptoes + fingertips", so as to win the trust of the masses, and gather broader forces for the development of Tianmu West Road.