Grassroots governance extends reach to win trust, address widespread issues

Empathy and trust

Established in 2017, Panlong community covers 5.8 square kilometers, encompassing office buildings, commercial plazas, and residential complexes.

To facilitate management, the community area is divided into 13 sub-areas, each with two dedicated responders to address residents' needs.

Gan, 44, serves as both the deputy director of the residents' committee and one of the 26 responders in Panlong.

In 2020, due to family reasons, she left a private company to become a community worker in Panlong.

Over nearly five years, Gan has handled various requests of residents. She believes empathy and thoughtful consideration are crucial for community workers.

"After serving residents well, I am trusted by them. When they encounter difficulties, they may seek my help," she said.

During the Spring Festival holiday in January, while attending a family gathering, Gan received an urgent call from a resident's daughter living overseas, who was worried after seeing her elderly mother lying still through a home camera. The elderly woman who lives alone didn't respond to a phone call.

Gan calmed her down, and quickly arranged for an on-duty responder to check on the situation. Just as the responder reached the woman's home, the daughter called again and told her that her mother had just answered the phone, and that she had been asleep.

While the situation turned out not to be urgent, Gan said the emergency phone call reflected the resident's trust in her. "My efforts are recognized, and that gives me a sense of achievement," she said.

She believes grassroots governance also means reducing residents' worries.

"Interacting with residents can be tedious, but it's more vibrant than many other jobs," she said.

"If residents give me positive feedback, I feel proud and warm inside; if they are dissatisfied with my service, I reflect and improve," said Gan, who has a son.

The responder system has been implemented citywide in Nanning for at least eight years, ensuring that residents' needs receive comprehensive community responses.