EVOLVE HOUSING TEAM UPDATES

more intimate with our clients was part of my decision to work for the Evolve Housing Contact Centre team. I came from working for a team of more than 200 people to a much smaller team of eight. This makes me feel like I’m more involved with the community and our residents as we become familiar with some of them.

I also love the fact that I didn’t leave the housing industry and continue helping those who need it most.

What kind of tasks does your job involve — what is a typical day like for you?

When I come into work, I’m ready with my coffee (it’s actually a chai latte) and I begin the day by managing the contact centre calls general enquiries as well as the request for repairs which is a huge part of what we do.

Interview with Fatema Ebrahimi

#MEETEVOLVE gives you, our resident, a better insight into who we are as your support team! In this edition we interview Fatema Ebrahimi, a member of the Contact Centre team — someone you may have already chatted to over the phone!

How long have you been working at Evolve Housing and within the Contact Centre team?

I applied for the job at Evolve Housing in the middle of lockdown and that honestly feels like a lifetime ago, but it’s only been a year and a half since I started and there’s no looking back now. I am so happy in my role and glad to have chosen Evolve Housing to help make a difference.

What did you do before joining Evolve Housing?

I was part of the housing contact centre at the Department of Communities and Justice for about 3 years.

The opportunity to work at Evolve Housing came unexpectedly and I applied for the role and during the interview process it just seemed like the right thing to do and I knew this is where I wanted to be.

What made you want to work in the Evolve Housing Contact Centre team?

The opportunity to work for a smaller team where it’s a bit

My day consists of following up on repairs, speaking to tenants about what they may be struggling with, general enquiries, or even tenants doing it tough with the rent which continues to go up.

You just never know what calls you’re going to get but I’m glad that I am at the forefront of assisting our residents.

What kind of impact do you think the contact centre has on residents?

I hope our residents know that whenever they call the Contact Centre they have someone who is doing their best to help in any given situation. Our residents can rely on us to assist and that is what we continuously want to achieve.

Our residents also just want to chat about problems they’re having or need some guidance and we’re always available to help. Ensuring that our residents’ expectations of Evolve Housing are met is a huge responsibility and I can only hope that this is something myself and the team are doing.

What’s your favourite thing about working for Evolve Housing?

My favourite thing about my job at Evolve Housing is helping people out. That’s the most important thing to me. One of my values is to help people around me and help people who may not be able to help themselves.

Also, it’s a bonus that I love to speak to people so having that opportunity to speak to different people every day makes my job that much better.