Mecklenburg County

Rebecca Herbert is an experienced community relations manager with more than 25 years of public service, specializing in community engagement, strategic planning, communications and stakeholder collaboration. She is dedicated to building strong partnerships, advancing meaningful initiatives, and helping organizations and communities achieve sustainable, positive outcomes through effective leadership.

In May, the U.S. Census Bureau released data that confirmed what residents of Mecklenburg County, North Carolina, already see in their daily lives: Population growth is outpacing any other place in the U.S., and not just in the county seat of Charlotte.

Growth has been the Charlotte-Mecklenburg story for decades and a priority in the public engagement efforts of the Mecklenburg County government, where I serve as community relations manager. Both new and longtime residents are deeply invested in the growth process and shaping our shared future. It’s our job as public servants to make sure residents are heard and have a voice in how their government plans for growth — from where we build parks, to how we support transportation options, to where we locate veteran services offices, to any other facet of public life.

But the last few decades have also brought other changes we must consider. New technologies are available to help organizations better communicate with the public, while residents’ expectations for how they interact with local government are evolving. Demand is high. People are seeking more and more information, but they also want more than just information. They expect their government to be both accessible and authentic.

What then is Mecklenburg County’s goal for public engagement? To build trust and a relationship between residents and the County, so the whole community thrives through a government of, by, and for the people.  That is why we focus on three principles that center the human element in public engagement and ensure our work is efficient and effective.

Begin with the end in mind

Objectives matter. We must know at the start what our engagement activities are meant to achieve. Are we informing residents of a new service or a policy change? Are we consulting residents for solutions? Trying to change behavior?

“If we keep our focus on the goal, meet people where they are, and deliver on our commitments, our communities will thrive.”

Mecklenburg County’s HOMES (Helping Out Mecklenburg’s homeowners with Economic Support) program provides eligible homeowners with grant funds paid toward their tax bill. The program has a clear goal: increase the number of people who receive a grant each year. Acting as a consultant to the County’s Department of Community Resources and the program team, the Community Relations team has played a key role in the year-over-year increase in the number of grant recipients, including a 24.5% increase from 2024 to 2025. We accomplished this through a variety of in-person and digital engagement methods, including tabling at targeted, high-traffic community events, convening partners from local municipalities and nonprofits for support, and email outreach.

Use high-tech and high-touch methods

In a heavily online society, people still seek human connection. Following best practices set forth by the International Association for Public Participation, Mecklenburg County prioritizes both high-tech and high-touch engagement methods.

Edgewater Farm in Huntersville, North Carolina, is the first County property being developed under the County’s plan for farmland preservation. Working with the County’s Sustainability and Resiliency team, the Community Relations team developed an online engagement platform to share designs and documents, advertise opportunities for public input, and foster two-way communication between residents and staff about the future of the 38-acre farm and park. To broaden public participation, build trust, and put faces to the project, we also hosted in-person open houses in 2025. The public feedback captured both online and in person has informed a master plan for the site and future programs.

Meet people where they are

We earn trust by meeting people where they are physically and emotionally, in their levels of understanding and willingness to participate in government.

Mecklenburg County started the Coffee with Commissioners series in 2025 to give residents a forum for comfortable, casual and accessible interactions with their elected officials. These drop-in events are held at locally owned tea or coffee shops across the county and have no formal agendas or presentations. Commissioners and County staff simply meet people at convenient locations and times, in welcoming, low-stakes settings, and enjoy one-on-one conversations. Attendance is consistently strong, even on rainy days — always a success in the engagement world — and we frequently hear from residents, “This is the first time I’ve ever come to something like this!” By accommodating physical, geographical, social and emotional accessibility, we support more engaged residents who will continue to stay involved in County government.

The relationship between residents and their government requires dedication, constructive conflict resolution, and demonstrated respect. As public employees, we must balance being attractive with being authentic. We must be responsive without being reactive. If we keep our focus on the goal, meet people where they are, and deliver on our commitments, our communities will thrive.