Shellharbour City Council | CivicRisk Mutual Case Study

Intro

Shellharbour City Council oversees a diverse urban and natural landscape, including parks, streets and reserves lined with mature trees. With a growing number of tree-related claims, the council sought a proactive approach to protect staff and the community. 

Shellharbour City Council turned to CivicRisk Mutual’s free risk training to support its risk management. Melinda Fitzgerald, the council’s CPPM Risk & Internal Audit Manager, led the initiative.

The Challenge: Addressing High-Exposure Tree Claims

Tree-related incidents, including falling branches, root damage and whole-tree failures, represented a large proportion of claims for Shellharbour City Council. Each claim carried financial costs, from staff time for inspections and documentation to settlement payouts. Non-financial costs were equally pressing, introducing the potential to erode public safety, community satisfaction and the council’s reputation.

Council staff also had questions regarding inspection routines, recordkeeping procedures and standardising complaint handling. “Our staff and contractors know how to make the tree safe, but when it came to the defense of claims, they weren’t really sure of the process or what information to collect,” Melinda shares. 

Recognising the need for a more structured approach, the council turned to CivicRisk Mutual for custom training.

The Solution: Tailored, Engaging Training

The council began by surveying staff to identify knowledge gaps and priority areas for development. Working closely with CivicRisk Mutual, Melinda organised a training session to focus on the council’s highest-risk tree management activities. The in-person sessions ran for about 45 minutes in a round-table format, encouraging dialogue and practical, collaborative problem-solving.

Melinda highlights the value of this approach: Staff could ask questions directly and engage with professionals experienced in handling claims. CivicRisk Mutual’s flexibility allowed sessions to be scheduled around operational demands, ensuring minimal disruption. 

Of scheduling and organising the training, Melinda says, “It was an easy process. I recommend it to all member councils. Nothing was too much trouble. It was easy to coordinate timing and they really fit in with you.”

For other councils considering training, Melinda recommends identifying the highest claim drivers and tailoring the training with CivicRisk Mutual to address specific areas. She also suggests surveying staff to direct training where help is truly needed, and partnering with HR and Learning and Development teams to increase engagement and buy-in.

The Results: Increased Confidence, Reduced Exposure

While Shellharbour City Council did not track specific claim reductions, Melinda reports that the training has significantly strengthened staff’s understanding of inspection procedures and recordkeeping requirements. 

Stakeholders now approach tree management tasks with heightened confidence, ensuring critical information is captured and processed consistently.

“We now have an improved inspection program,” Melinda shares. “When staff go out on site, they know what they’re looking for. It’s all about gathering information and how that impacts the job we do and the job of the insurers.”

Training also helped align the council’s internal processes, enhancing operations and decision-making. Melinda highlights that the benefits extend beyond the office to include improved risk management, reduced potential safety incidents and strengthened public trust.

Melinda describes the experience as straightforward and highly effective. The in-person format drove high engagement but also introduced staff to CivicRisk Mutual’s broader services, building familiarity and trust. She recommends the training to all member councils, noting its flexibility, ease of coordination and customisable relevance to day-to-day operations.