RE: EPA's evolving role - 2-way communication & trust

[Betty Winter <winter.betty@epa.gov>]

Re: the issue of EPA (or any agency) overcoming mistrust in a community -- obviously Emily is right!  It is definitely easier to do things right the first time.  But once mistrust exists, the only way I know to ever change that (and it does take time!!!!!) is to start doing things RIGHT.  If we can still get those who don't trust the agency to talk with us, we need to REALLY listen to what people's issues are and carefully examine what we can do about those issues and do it.  Learning what made people distrust us first (without trying to defend agency actions even when we know people may not have all the facts about our past actions)is essential as is following up on every commitment that we make promptly.  We have to earn trust -- Frequently EPA isn't trusted just because we are government not because people have had personal experience with us in the past.  We still have to work just as hard to earn their trust.  I know of no magic wand on this one!   Many of the things I have read in this dialog point to the fact that no matter how much EPA has improved or continues to improve, we still have miles to go on involving the public before we sleep!