The City of West Torrens wins Excellence in People and Culture Award for their bold and empathetic campaign.

When the Work Health and Safety Team at the City of West Torrens noticed a troubling rise in aggression toward council staff, ranging from verbal abuse and online stalking to physical threats, it sparked something powerful: a collective decision to not just protect their team, but to transform the culture around community interactions altogether.

The result was the It Reflects on YOU campaign - an unmissable message to the public that harmful behaviour won’t be tolerated, and that kindness, respect and safety are everyone’s responsibility.

Launched in August 2024, the campaign made waves almost immediately - within the council and beyond. In May, it earned the City of West Torrens the 2025 Excellence in People and Culture Award at the LG Professionals SA Leadership Excellence Awards, and has captured the attention of councils across the state.

A call for community reflection

At the heart of the campaign is a simple, powerful ask: pause and reflect on how you interact with council workers.

“It’s about reminding the community that we’re people too,” says Tracey Ryan, Manager People, Procurement and Safety. “We’re here to serve, to support, and to make life better for our residents - but we can’t do that if we’re feeling unsafe or unprotected.”

What makes this project especially unique is that it didn’t shy away from difficult conversations. While some questioned whether the message might be too “direct,” the team knew they were on the right track. “We weren’t just changing procedures - we were challenging mindsets. That’s never easy, but it’s always worth it.”

Leading with courage and care

The campaign wasn’t developed in isolation. It was built on a foundation of collaboration - with the Creative Services Team helping shape visuals, workers acting as campaign champions, and support flowing in from elected members, leadership, and even the Minister for Local Government.

It also wasn’t about just raising awareness. The City of West Torrens backed its messaging with action - commissioning expert-led training for high-risk teams, introducing safety alerts in operational systems, and embedding practical tools into everyday workflows. “We knew that to protect our people, we needed more than posters - we needed a culture shift,” Tracey explains.

And it’s working. In the three years since the initial planning phase, worker confidence in reporting incidents has significantly improved. Teams are better equipped to respond to conflict, and perhaps most importantly, they feel genuinely supported.

Changing culture, one interaction at a time

The campaign’s most powerful outcome might be its ripple effect. Workers have reported feeling safer and more empowered, and customers - many of whom had never considered the impact of their words or actions - are now being prompted to engage with more empathy.

“This campaign is about building understanding, about showing the link between respect and service quality, making it clear that we’re all responsible for creating a safe, healthy community.”

That community-first mindset is paying off. The campaign has already drawn interest from over 20 councils across South Australia, with plans in motion to present the project at upcoming sector forums.

More than words on a page

There’s more to come. With the momentum of their award win, the team is now planning to roll out the It Reflects on YOU campaign even further - this time onto the streets. Think bus shelters, council vehicles, and visible community messaging that keeps the conversation going in everyday public spaces.

“We want the message to become part of the fabric of how our community sees and interacts with council. This is about long-term change, and we’re committed to seeing it through.”

A model for others

For those considering a future nomination, the team offers this advice: “If your project is making a real difference - for your people and for your community - don’t keep it quiet. Share it. Celebrate it. You never know who else might be inspired to act.”

In an era where workplace safety means more than hard hats and hi-vis, the It Reflects on YOU campaign is a timely reminder that respect is a core part of wellbeing - and that local government can lead the way in creating more compassionate, connected communities.

Thank you to our partner McArthur for sponsoring the Excellence in People and Culture  Award.

Image 1: The City of West Torrens Work Health and Safety Team receiving their Award at the LG Professionals SA Leadership Excellence Awards Gala Dinner: (L-R) Angelo Catinari – Chief Executive Officer, City of West Torrens, Robyn Butterfield – Manager Compliance, Jasmine Kappler – Team Leader Community Safety, Samara Farrell – Senior Community Safety Officer, Nishant Parihar – Project Engineer, Jenny Reyes – Work Health and Safety Project Officer, Grant Brooks –Business Partner Work Health and Safety, Michelle Kennedy – General Manager Natural and Build Environments, Peter Bulmer – Community Safety Investigator, and Paul Della – General Manager Corporate Services. Apologies: Tracey Ryan – Manager People, Procurement and Safety and Nerissa Nicholson – Team Leader Creative Services.

Video 1: Link to the It Reflects on YOU webpage and video.

At first glance, you might think Tillie was destined for leadership. But she’ll tell you otherwise.

“I didn’t start out aiming for a management title,” she says. “I’ve just always found myself wanting to help teams work better together.”

And yet, just 12 months after stepping into her first local government role as Manager Communications, Strategy and Engagement at City of Prospect, Tillie French found herself accepting the Emerging Leader of the Year Award at the LG Professionals SA 24th Annual Leadership Excellence Awards.

It’s a title that speaks to far more than her job description. In that time, she’s helped shape a brand-new team from the ground up, transformed a team into a thriving, high-performing unit, and delivered communications on some of council’s most complex and community-impacting projects - all while becoming a leader her colleagues and community trust.

A team-first approach to leadership

When Tillie joined City of Prospect in 2022, the Communications, Strategy and Engagement team was a blank slate - just herself and one other team member (Maddy, Web and Digital Media Officer, City of Prospect), where the team had come about and started fresh after an organisational restructure. With big projects landing quickly, she knew her first priority wasn’t processes or plans… it was people.

“I focused on hiring for cultural fit and shared values,” she explains. “You can teach skills, but attitude is much harder to shift.”

That focus paid off. What started as a two-person team is now a tight-knit, empowered unit of five who not only thrive on collaboration, but have delivered record-breaking community engagement results, including over 1,000 responses during Phase 1 of the Prospect Lifestyle Precinct Masterplan consultation.

And while the outputs are impressive, it’s the intangible wins that matter just as much.

“We’ve created a team culture where everyone feels valued, supported and genuinely enjoys coming to work,” Tillie says. “That’s what I’m most proud of.”

Kindness is her leadership superpower

Tillie is quick to acknowledge the challenges of the past year. From building a new team while delivering on high-stakes projects, to learning the ropes of people leadership in a high-pressure environment; there’s been no shortage of hard lessons. But it’s her leadership style that has helped her navigate those waters: one built on kindness, clarity and authenticity.

“I try to bring my whole self to work,” she says. “That means being honest, showing vulnerability, and listening. I set clear expectations, but I also explain the ‘why’, so everyone understands how their work connects to the bigger picture.”

Whether it’s constructive feedback or day-to-day direction, Tillie leads with empathy and makes space for diverse ways of working. “If the outcome works, I’m flexible with how we get there,” she says. “And I never miss a chance to celebrate wins - big or small.”

From ‘newbie’ to changemaker

In just a year, Tillie has gone from being the ‘newbie’ on the manager team to a key contributor who’s reshaping how internal and external communication supports service delivery. Her work on the Prospect Lifestyle Precinct Masterplan earned applause not only from elected members and the community, but from the Minister for Planning’s office, for its clarity and community-first approach.

Behind the scenes, she’s led process improvements, business reviews and bold recruitment that have positioned City of Prospect as a small council doing big things - and a place people want to work.

“She’s usually the one packing up the chairs at the end of an event,” one colleague noted. “Tillie doesn’t just lead from the front - she leads from beside you.”

Leadership is a team effort

Tillie is the first to admit she hasn’t done it alone. From Farlie Taylor, Director City Strategy, Community and Culture at City of Prospect,  who nominated her for the award, to her CEO, management peers and parents; Tillie’s leadership journey has been shaped by a village.

“My parents taught me that success is a team sport,” she says. “And my team - Maddy, Monique, Steph and Carol - challenge and inspire me every day. This award is as much theirs as it is mine.”

For future nominees: ‘Just go for it’

To others considering an award nomination, Tillie offers honest advice: “You don’t need to have a title, or feel like you’ve got it all figured out. Take the time to reflect. You might surprise yourself.”

As for the future? Tillie’s just getting started.

Last year, Tillie completed the LG Professionals SA Strategic Management Program, enhancing her skills in thinking strategically and understanding operational excellence with the Lean Six Sigma framework. Building on this, she has elected to return to UniSA to undertake a further courses in leadership and management in 2025.

“I’m so proud to be part of an organisation that invests in its people,” she says. “There’s so much talent in local government - and I hope this award reminds others that their leadership matters too.”

Thank you to our partner LGA South Australia for sponsoring the Emerging Leader of the Year Award.

Image 1: City of Prospect’s on-ground team for the 2025 SANTOS Tour Down Under ZipTrack Men's Race Start on Prospect Road

Image 2: Tillie French with Fairlie Taylor, Director City Strategy, Community and Culture at City of Prospect, at the LG Professionals SA 24th Annual Leadership Awards Gala Dinner.