Helpful Handbook Hints

Prepared by Susan C. Enger, MRSC Planning Consultant
June 1996

1. Considering the June 6, 1996 deadline, focus first on creating or updating and making available a list and brief description of all regulations. Next consider more detailed handouts targeting frequently requested permit procedures.

2. Test how well the handouts are understood by someone who doesn't work at the permit counter or even for local government.

3. Use good writing principles - keep sentences simple and short, avoiding technical language; use the active voice.

4. Although you should be clear about what is and isn't required, strive for a tone that sounds helpful rather than authoritative.

5. Date handouts and forms so applicants can check on whether the information they have is current.

6. Illustrations, examples, matrices and flow charts are highly recommended to clarify understanding about procedures.

7. Some caveats and disclaimers may help prevent later misunderstandings. Examples:
   • All application materials are public information.

   • Approval of the ______ application does not constitute approval of a building permit.

   • Handouts are intended to assist applicants in understanding the effects of codes and regulations. These handouts are not complete statements of these laws and rules and should not be substituted for them.

8. A consistent format for handouts and application forms will help applicants become familiar with local jurisdiction procedures and help local government staff remember to include all important information.

9. Consider numbering information handouts for different types of procedures so they can be put together in a notebook with a table of contents or retrieved quickly when stored by number.

10. Additional handy reference material to have at the counter:
    • "Permit Handbook: Commonly Required Environmental Permits for Washington State," DOE and other state agencies, Publication No. 90-29, Revised Nov 1994

    • "A Guide to Federal Requirements for Small Governments," EPA Office of Regional Operations and State/Local Relations, (EPA 270-K-93-001), September 1993
11. The waiting room for the permit counter should be comfortable (See Clark County material).
    • Consider providing coffee, comfortable chairs, etc.

    • Have clear signage so no one wastes time standing in the wrong line.

    • Consider a "take a number" system during peak busy times so applicants don't have to stand in line.

    • Consider an express line for some types of permit questions that can be dealt with quickly.

    • Consider poster displays or videos in the waiting room that explain/illustrate permit procedures, design guidelines.

    • Consider public computer terminal or phone line where applicants can check status of land use and building permit information without requiring staff assistance.