This special section of our May 2025 mental health issue of PM Magazine takes a deep dive into mental health as it relates to workplace burnout and other potential work-related stressors. 

Review three cases from three local government professionals across the world as they uncover what has worked for them and their organizations in recognizing and combatting workplace burnout, and how they are prioritizing mental health throughout their organizations and communities.

Justin Battles

Assistant City Manager

Mustang, Oklahoma, USA

For Justin Battles, assistant city manager of Mustang, Oklahoma, USA, he addresses workplace burnout by prioritizing work-life balance, encouraging boundary setting in the workplace, fostering an environment of open communication, and providing access to mental health resources.

A key way that Battles has helped connect his community with mental health services is through partnering with Cope Notes, which provides daily mental health support to subscribers through SMS messages. 

Combatting Workplace Burnout

Over my career, I have learned to take advantage of restorative times, finding places that allow me to recharge. Dr. Brian Little of Harvard University calls this a restorative niche. Outdoor recreation and my family provide this in my life. Being fully present during these times is critical to renewing my energy and passion for public service. Setting realistic goals and expectations and learning to say “no” when necessary, allows balance. Additionally, seeking support from colleagues or mental health professionals provides a valuable outlet for expressing concerns and seeking guidance. Being my best self allows me to serve the public and my organization in the best way possible.

Prioritization of Mental Health for Employees, Colleagues, and Community

I prioritize mental health by advocating for a workplace culture that values work-life balance and employee well-being. This includes promoting open communication, support networks, and access to mental health and wellness resources. Creating a supportive and inclusive environment can foster a sense of belonging and community among employees, reducing feelings of burnout.

Local government is vital in bridging the gap between mental health services and our community. Public entities may not provide all services, but working with local nonprofit, religious, or wellness groups can connect residents with the necessary services. Meeting with these groups regularly allows for a more seamless transition when recommending services and resources to the public. Easy access to these services is critical to having successful programs.

The Power of Cope Notes

The city of Mustang continually seeks ways to support mental health and overall well-being among its employees. Understanding that mental health plays a crucial role in an individual’s success and happiness, the city has implemented various initiatives to support and uplift its workforce. One of those programs that has seen success is the utilization of Cope Notes.

Leadership was looking for something that would impact staff daily and we found that in Cope Notes. Cope Notes is a text-based mental health support system that sends positive and inspirational messages to individuals’ phones daily. They began by educating staff on the importance of mental health and the benefits of utilizing Cope Notes. Staff members were encouraged to sign up for the program, and individualized support was provided throughout the process. When Mustang launched the initiative in 2022, only 41% of full-time employees signed up. Today, 69% use the program.

The success of Cope Notes for city staff has been evident in its positive effect on their mental health. Staff members have reported enjoying the positive daily messages and have noted an improvement in openly discussing their overall well-being. The daily messages have helped to boost morale and create a more positive work environment. Often, staff can be overheard sharing with others the messages they received through Cope Notes and the impact it has on them.

Finding mental health solutions that transform the daily grind of working in local government and providing employees with support allows them to flourish. Encouraging, thought-provoking text messages help staff reframe stress, reset their mindset, and build emotional resilience, making it easier to navigate high-pressure situations and maintain patience and positivity when interacting with the public. Proactively supporting mental well-being can empower employees to show up as their best selves, even on the toughest days.

Key Lessons Learned

I have learned that work-life balance must be a priority. To be the best version of myself, I must ensure that I maintain my well-being. Public service can be a thankless job, but I know my “why.” It is a passion for serving the public and leaving a bright future for those who inherit it. Everyone’s journey may differ, and it is crucial to learn what works best for them. Ultimately, it is about presenting our best self to those we serve.

Mark Crawley

Retired Chief Executive Officer

Carpentaria Shire Council, Queensland, Australia

Mark Crawley and other local leaders in Queensland, Australia, needed to take extra care and consideration of mental health in the workplace, considering Queensland’s implementation of a code of practice in 2022 dedicated to managing the risks of psychological hazards at work. With this extra layer of obligation to protect the mental health and well-being of their employees, Crawley took a deep dive into what psychological hazards were present within his organization and used that as the catalyst to create more meaningful organization-wide change to protect the psychological safety of his employees.

Through establishing a realistic and effective system around taking personal time off, partnering with an Australian-based mental health brand to create a conversation-starting line of uniforms for his employees, designating specially trained Mental Health First Aiders throughout staff, and more, Crawley offers a unique approach to addressing workplace burnout and overall employee well-being.

Codification of Mental Health and Well-being Prioritization in Queensland, Australia

Mental health has become as important, if not slightly more important, than our own physical health and well-being now in the workplace. As leaders of our organizations, we are now charged with the additional responsibility to consider and look after the mental health and well-being of our employees, and ourselves.

In Queensland, Australia, the government issued a code of practice titled “Managing the Risks of Psychosocial Hazards at Work” with an effective date of April 1, 2023. Additionally, Safe Work Australia released a similar code of practice, and both are approved code under current legislation.

Under the Queensland Code, a psychosocial hazard is defined as a hazard that arises from, or relates to, the design or management of work, a work environment, plant at a workplace, or workplace interactions and behaviors and may cause psychological harm, whether or not the hazard may also cause physical harm. In severe cases, exposure to psychosocial hazards can lead to death by suicide.

Psychosocial hazards can create harm through a worker’s experience of a frequent, prolonged, and/or severe stress response, where stress is defined as a person’s psychological response (e.g. anxiety, tension) and physiological response (e.g. release of stress hormones, cardiovascular response) to work demands or threats. Workers are likely to be exposed to a combination of psychosocial hazards; some hazards may always be present, while others only occasionally. Common psychosocial hazards that arise from, or are related to, work may include:

• High and/or low job demands.
• Low job control.
• Poor support.
• Low role clarity.
• Poor organizational change management.
• Low reward and recognition.
• Poor organizational justice.
• Poor workplace relationships including interpersonal conflict.
• Remote or isolated work.
• Poor environmental conditions.
• Traumatic events.
• Violence and aggression.
• Bullying.
• Harassment including sexual harassment.

We identified that some of these were present in our organization when reviewing the staff surveys from previous years provided by our employees. This was the catalyst for further effort in relation to managing the mental health and well-being of our staff, as well as their physical health and well-being.

 Combatting Workplace Burnout

Following the 2008 Queensland council amalgamations, we were going through a major change management process bringing three separate councils together at Isaac Regional Council. During that time as the chief executive officer of the newly amalgamated council and having identified that I needed to be looking after myself and take a break from work, I implemented a process where I could take a two-week holiday every six months to ensure I was away from the office and the demands on my time, allowing for a mind clear and a body destress.

We arranged for a relief/acting CEO for the two-week period, and at the handover they were provided with the CEO’s mobile phone, CEO’s laptop, keys to the CEO’s car and residence, and we left for a break away from the pressures of work. This worked extremely well, and I was able to relax and enjoy the time away with family. I knew the organization was in good hands, and after letting others know what had been implemented, some other colleagues decided to give it a try.

Prioritization of Mental Health for Employees, Colleagues, and Community

At the time of the introduction of the Code of Practice in 2023, I was working as the Carpentaria Shire Council CEO, and decided it was time to put serious effort into prioritizing employee mental health and well-being. Some of the feedback from staff surveys had touched on the psychosocial hazards listed in the code of practice. So we set about ensuring we had the appropriate HR policies and procedures in place, and these were reviewed by HR lawyers to ensure they were appropriate for the new legislation and the health and well-being of our staff.

We also partnered with TradeMutt, a local company, to develop new staff uniforms around the brand’s mental health initiative. which centers around conversation-starting funky shirts. To learn more, a PM article from May 2024 outlines this initiative in greater detail.

We also selected several senior executives, managers, and others from various departments to undertake a mental health first aid course and become accredited “mental health first aiders.” They all agreed to take on this additional responsibility for the benefit of the organization, and to a certain extent for family, friends, and the community.

Councils across the state have implemented some great programs for the health and well-being of their staff, from barbecues and sausage sizzles on Mental Health Day and other initiatives during Mental Health Month. I was recently at the McKinlay Shire Council and the mayor mentioned that the council had recently provided free gym and pool membership for all staff, and there are similar initiatives popping up across Australia.

Local government is such a great place to work and develop a career, the councils often have their employees’ health and well-being front of mind and in general are working to be employers of choice, not just to stand out, but to offer an environment where you can really enjoy a career as a public servant.

Brenda Orchard

Chief Administrative Officer

Lennox and Addington County, Napanee, Ontario, Canada

Brenda Orchard, chief administrative officer, Lennox and Addington County, Napanee, Ontario, Canada, has engaged in a multi-pronged approach to combatting workplace burnout and prioritizing mental health in her organization. Through a combination of work/life balance prioritization, peer support initiatives, trainings and programs that both directly and indirectly support mental health, and more, Orchard is tackling workplace burnout and enhancing the mental health of her organization through various angles. Orchard also takes a deep dive on the role of social media incivility as it relates to the mental health of her employees, and how her organization has worked to address this issue and support employees through social media difficulties.

 Combatting Workplace Burnout and Supporting Employee Engagement

Work/Life Balance

Whether it’s through flexible hours, telework, job sharing, or a reduced work schedule, we are committed to finding solutions that accommodate the diverse needs of our staff while ensuring the operational needs of the county are met. This approach reflects our belief in the value of a supportive, adaptable work environment that prioritizes the well-being of our employees, understanding that optimal work conditions vary among individuals and tasks.

Health and Wellness Activities

Our active and engaged Employee Health and Wellness Committee takes the lead in organizing a variety of events and initiatives designed not only for our staff but their families as well. The approach is threefold: we aim to raise awareness about health and wellness and the resources available, create a supportive environment that promotes health and wellness programs for our employees and their families, and offer opportunities to cultivate and maintain healthier lifestyles. Popular events, such as baseball each month in the summer, golf tournaments, family pumpkin carving, chili cook-offs, and step challenges, are just a few examples of how we bring our commitment to life, fostering a community that values well-being.

Peer Support

Lennox and Addington proudly support our employees through challenging times with a specialized team of staff from various departments trained to offer peer-based individual and/or group support. This initiative is designed to assist employees who may encounter work-related trauma, professional crises, or stressful events in either their work or personal lives. Ensuring confidentiality and timeliness, this program reflects our commitment to the mental and emotional well-being of our staff. It was launched with a campaign titled, “It’s OK To Not Be OK.”

Employee Assistance Program

We prioritize the well-being of our employees and their families through a valuable partnership with FSEAP, our dedicated ally in workplace health. FSEAP grants our staff and their family members complimentary access to professional and confidential counseling, coaching, and consulting services and monthly workshops open to all staff. These resources are designed to support individuals in managing personal, family, or work-related challenges, enhancing their resilience and overall well-being.

Working Minds Mental Health Training

We are proud to highlight our investment in mental health through the Working Minds program, with two staff members certified as trainers by the Mental Health Commission of Canada. This initiative is pivotal in shaping a workplace culture that supports mental health awareness and assistance for both employees and managers. The program services to reduce stigma and discrimination, and provide strategies to build a more resilient workplace.

Prioritization of Mental Health for Employees, Colleagues, and Community

I think that when it comes to supporting my staff’s mental well-being, actions speak louder than words. When people are vulnerable, they need to see a tangible sign that you care. That is what we strive to do with the programs I’ve mentioned. It can also be demonstrated in individual ways.

Two years ago, someone very close to me had a serious episode of depression following a medication change. I have never felt so helpless and worried. There was nothing I could do to make a difference. At work, I have a staff person who had previously self-identified as having anxiety and depression challenges. I saw her in my building and invited her to come to my office. I briefly explained what was happening with the person close to me who was suffering from depression, and told her, “I can’t help my person, but I can help you. I know that your anxiety might sometimes torment you with thoughts of inadequacy or fear for your job. I want you to know that you are great at your job. We value you and appreciate you. And we have your back. If you need support or someone to talk to, you can talk to me. I understand.” Well, she cried, I cried, and we hugged. Compassion and understanding are not just words; they have to become actions.

With regard to our community, counties in Ontario are responsible for social service delivery, which includes welfare payments, childcare funding, and social housing /homelessness. We also operate 911 and community paramedicine. Staff in both of these departments actively support our most vulnerable residents on a daily basis. Mental health challenges are often a root cause of many health and housing issues in our community. On the proactive side, our staff participates in community working groups aimed at supporting the most vulnerable residents directly as well as nonprofit organizations that do similar work.

 Mental Health Impacts of Social Media Incivility

Incivility on social media is at the heart of much of the mental stress experienced by our council and staff. Keyboard warriors armed with misinformation and ill-will can confuse the public, detract from healthy debate, pivot discussions from important topics to trivial ones, stifle growth and community pride, and affect the mental health and well-being of the public, staff, and council. It is a serious concern that requires proactive and reactive strategies to protect our democratic processes and our people.

On the proactive side, our organization:

• Provides media/communications training to our elected officials. We urge elected officials to “take the cue, not the bait.” For example, if a local Facebook group repeatedly taunts a councilor or the municipality and puts out misinformation on a topic, we take the cue and note that perhaps we need to do a better job of communicating the facts on this particular issue on our own social media. We do not encourage the council or staff to take the bait and engage in an argument on the group’s social media platform. It only serves to confuse and detract from disseminating the facts. Moreover, it can put an elected official at risk of breaching a code of conduct if a heated conversation gets out of control. We encourage councilors to refer people to the municipality’s corporate sites.

• We limit the pages on our social media platforms that have comments enabled. We only allow comments for posts that are expressly looking for public feedback. For example, a terminated employee began trolling our job ad postings on Facebook and making comments about the employer. We now disable comments on such posts. This not only keeps the focus on our content, but it also protects the mental health of our staff who might be targeted by unwarranted comments.

• When we anticipate that an issue might be controversial, we proactively prepare speaking points for council so that they can quote facts and protect themselves from saying too much or something off-side.

• We purposely prepare social media content at a level that can be understood by a majority of residents. There is no benefit in talking over someone’s head.

 On the reactive side, we:

• Try to be timely in our efforts to “take the cue” and respond on our social media with information and facts on a topic that has been picked up by trolls.

• Remind council that the loudest voice isn’t necessarily representative of the majority.

• We also look for signs of stress in our staff. The reality is that you may recognize it in someone before they see it in themselves. For example: A few years ago, one of my directors was being tormented by a former employee. The online bullying went well beyond anything we could have imagined, which included her photo and terrible, untrue accusations that she was doing illegal things and putting residents’ lives at risk. Along with HR and even our council, I provided support and encouragement, but I noticed that my director started wearing her hair differently (so she wouldn’t look like the picture that the bully was using online) and wouldn’t go shopping in town for fear of running into the bully. She became distracted and just not herself. The social media barrage from the bully went on for more than six months. We put a safety plan in place and paid for the director to get personal legal advice. It was distressing to learn that as municipal leaders our ability to protect ourselves through a defamation lawsuit is pretty much nonexistent, as the bully can assert that we are public figures. We also paid for crisis communications advice from a reputable firm. I contacted the police twice and eventually the bully was arrested, jailed overnight, and charged with criminal harassment. It took a number of months for the director to begin to feel like herself again. She is an amazing leader in our organization, and I am so proud of how the council stood by our staff with unwavering support. This director knows just how supportive her employer is, and it makes such a big difference in employee engagement, not only for this director, but also for the rest of our leadership team. We have each other’s backs in our organization.

 While the stress of social media incivility is very much a negative, it is also an opportunity to circle the wagons and protect staff, showing them that their employer is committed to their well-being.

ICMA Mental Health Resources

In addition to the best practices used by these local government professionals, ICMA has curated helpful resources and content that is tailored to mental health as it applies to the local government space. Visit the ICMA Mental Health topic page for more information.

ICMA’s Partner in Supporting Mental Health

If you’re looking for an impactful mental health tool that works and can be easily integrated into your organization or community as a whole, ICMA has partnered with Cope Notes to help ICMA members in creating affordable and convenient mental health support for their communities.

Cope Notes is an SMS service that delivers unique, handcrafted messages from mental health professionals that are proven to support, emphasize, and encourage recipients. This unique and helpful tool connects individuals with anonymous, easy-to-use support on a daily basis, prioritizing prevention by investing in resilience and positive health outcomes to curb crises before they arise.

Learn more about Cope Notes for your organization or community here.