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Waterloo Air Show
Call Centre goes live!
EMPLOYEE NEWSLETTER 2
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Amanda Karasinski and Jessica Mills (Seniors’ Services) Keren Adderley, Planning, Housing and Community Services, and Thomas Schmidt, Transportation and Environmental Services (from left) Rick Joyce, Ramzie Albasel, John Melfi, Peter Clarke (Mannheim Water Treatment Plant)
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On March 5 and 6, the Region hosted its First Annual Management Forum at Knox Presbyterian Church in Waterloo.
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Mark Your Calendars
Will you be wearing pink on April 10?
The DayofPink is more than just a symbol of a shared belief in celebrating diversity, but also a commitment to being open minded, understanding of differences and learning to respect each other. The goal of DayofPink is to bring this message across the world, through an international day of action that anyone can take part in.
Strategic Focus Session: From tradition to innovation with diversity and inclusion by presenter Rebekah Steele April 24, 2013, 9 a.m. – 12 p.m. Council Chambers Waterloo Region Crime Prevention Council Presents:
The 35th Annual Justice Dinner: Building Bridges Thursday, May 2, 2013, 5:30 - 9 p.m. Bingeman’s Ballroom $50 per ticket RSVP by April 26, 2013 519-883-2304 www.preventingcrime.ca
By committing to diversity and valuing inclusion in our work at the Region, we ensure all residents, regardless of national origin, language, race, colour, disability, ethnicity, gender, age, religion, sexual orientation, gender identity, socioeconomic status and family structure, have the same opportunity to access Regional services and programs. On April 10, the Diversity and Inclusion initiative will be recognizing the international DayofPink and we are encouraging YOU to get involved and show your commitment to inclusion by: wearing PINK clothes (shirt, pants, skirt, tie, dress, tights, shoes, socks, etc.); wearing a DayofPink sticker (available in a variety of locations throughout Regional buildings); creating your own poster (search for docs #1115236 for poster template); bringing in PINK foods (berries, jello, yogurt, baked goods for break time or lunch, etc.); using PINK ink or PINK paper for your work. We will also be having a surprise performance at the following locations so come out for a break and join us!
Michael Enright, Keynote Speaker Veteran Broadcaster, host of CBC Radio One’s The Sunday Edition
• 99 Regina Street – 10 - 10:30 a.m. – main floor lobby • 150 Frederick Street – 12 – 12:30 p.m. – lobby • 150 Main Street – 2 - 2:30 p.m. – lobby
Sunnyside Foundation Golf Tournament Monday, September 9, 2013, 12 p.m. Conestoga Country Club The tournament was sold out last year and there was a waiting list. Don’t be disappointed. Register early by contacting Brenda Schmidt at bschmidt@regionofwaterloo.ca or extension 4411.
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And why not dress down with your pink attire? A $4 donation will also let you dress casual while supporting the United Way. Stay tuned to the employee portal for more information on DayofPink resources and activities in your area.
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What personal skills are essential to the work you do?
Staff Spotlight
Sophia Fita Scale House Operator, Waste Management Sophia has worked for the Region since 1999. Her work day is busy helping customers weigh their waste, directing them to the correct transfer station and ensuring customers are sorting their materials into the correct bins.
What do you consider the biggest challenge in your job? What is the most rewarding?
The biggest challenge is dealing with extreme weather changes since my job takes me outside. The most rewarding is the social aspect of my work: repeat customers, in particular, become friends you get to know and care about.
I have to be proficient in communicating and dealing with all kinds of customers clearly, patiently and professionally. Multi-tasking is also essential since I could be scaling loads in and out, co-ordinating with staff on the phone and/or radio, and other duties all at the same time. Accuracy is key since the data I input in our computerized scale system is used for reporting and planning purposes. What do you do to relax after a long day?
Given customer traffic and heavy equipment operating nearby, my workplace is typically busy and noisy. So when I get home, I like to have a quiet moment to myself by soaking in my hot tub, sitting in my backyard enjoying my gardens, or reading a good book. What is your favourite meal?
Any fish dish! I was born in Portugal and raised on the U.S. eastern seaboard so I really enjoy any kind of fish and seafood including cod, shellfish, and octopus. What is your favourite holiday and why?
I can’t decide between Christmas and Easter – both are very special holidays I enjoy with my family.
If you could travel to one place, where would you go?
Italy is definitely on my ‘bucket list’ since I think it has fascinating culture, history, fashion and architecture. But would love to see Hawaii, too!
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Kevin Thomas, Visitor Experience Interpretation Specialist at the Waterloo Region Museum, tests the Elastic Acrobatics interactive activity at the new CIRCUS! Science under the Big Top exhibit. This exciting interactive exhibit uses science to explore the wonder of the circus and is only at Waterloo Region Museum for a limited time. The Circus exhibit is now open and runs until May 5. Immerse yourself in the illusion and reality, magic and science of the circus! • Walk the high wire • Fly with elastic acrobatics • Explore the human cannonball • Test your feats of strength • Perform in the creative costume and play area • Laugh along clown alley • Enjoy more than 20 interactive activities! CIRCUS! Science under the Big Top is included with general admission to the Waterloo Region Museum. For more information, visit www.waterlooregionmuseum.com or call 519-748-1914.
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What do you consider the biggest challenge in your job? What is the most rewarding?
Staff Spotlight
Stephanie Watson Public Health Nurse
Stephanie has worked at the Region since September 2011 as a Public Health Nurse in the Healthy Living Division on the Tobacco and Cancer Prevention team. Some of her roles include: responding to phone calls from the public; providing counselling and tips for quitting smoking or strategies to manage second-hand smoke exposure; providing consultation and support to workplaces to assist them in promoting tobacco-free living and cancer prevention and screening among employees; and attending various committee meetings from nursing practice to health and safety.
I would say the biggest challenge of my job is managing uncertainty and change which can demand a quick response, such as preparing a report on an emerging public health issue, or responding to a media request with limited notice. The most rewarding part of my job is knowing I have contributed to the development of a program/policy/resource that will positively impact the health and wellness of not just one individual, but a group or population.
What personal skills are essential to the work you do?
I think a sense of humour is essential to managing the demands of any position! For my job specifically, I find having an optimistic attitude, sprinkled with an engaging and warm personality, help me to form partnerships with community members and provide meaningful support to the public. What do you do to relax after a long day?
Well my definition of relaxation involves staying busy, so no, I don’t know who’s on the Bachelorette or American Idol these days! I exercise daily, sometimes twice a day, and can be found en route to the gym from work each day or heading outdoors with friends to ski, run, cycle, or golf!
What is your favourite meal?
I’m not someone who picks favourites often and I love almost all foods, so this is a tricky question. My coworkers often tease me about the “bucket” of vegetables I bring to work each day so veggies and fruit are high on my list. But, if I could indulge in whatever I liked, I would probably pick a perfectly cooked steak! What is your favourite holiday and why?
Again, I don’t like picking favourites! Is it apparent that decisiveness is not one of my strengths? I will tell you my top two holidays: Christmas because I love the lights, snow, decorating and spending time with family; and St. Patrick’s Day because it brings my friends together for a great celebration and I usually make my own festive outfit full of green, white and some sparkles of course! If you could travel to one place, where would you go?
Well travel is a huge passion of mine and I’ve made it an ongoing goal to travel to a couple places each year. Big trips I’ve done include Australia and Europe! Last year included Halifax, Jamaica, Boston, and Costa Rica and this year is starting out with a ski trip to Vancouver and Whistler. We’ll just have to see where else the wind blows me in 2013!
Sunnyside Home receives Exemplary Standing by Accreditation Canada
During November 18-21, 2012, Sunnyside Home was surveyed by Accreditation Canada. Sunnyside staff are pleased to report that the Home has been accredited with exemplary standing. The award is
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valid for three years. Accreditation is a voluntary process by which health service organizations can assess their performance against national standards of excellence. Results from the survey assist the Home in
continuing to improve the quality and safety of its programs and services. Congratulations Seniors’ Services!
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Waterloo Air Show
Kick-start your summer by bringing the family to the 2013 Waterloo Air Show, June 1 and 2. The Canadian Forces’ Snowbirds will highlight amazing aerial displays of aerobatics, jets, warbirds and more. New for 2013 will be a jet car screaming down the runway and a wingwalker. And returning will be a wall of pyro! Aviation is showcased on the ground too with a Static Display, additional aircraft parked on the tarmac to get up close, take photos and speak to the pilots. To round out the day, there will be aviation and community
displays, kids activities, performer autographs, food, licensed areas and more. Gates open 10 a.m. to 5 p.m. Bring your blankets, chairs and cameras out to the Region of Waterloo International Airport and pick your spot on the huge grass field. There’s not a bad seat in the house when you’re looking skywards!
Homelessness to Housing Stability Strategy
All Roads Lead to Home: A Homelessness to Housing Stability Strategy for Waterloo Region (Strategy) is a guide for our community supporting a shared approach to ending homelessness. The first Strategy (2007-2010) was implemented with great success. By the end of 2010, 90 per cent of 92 actions were either completed or in-progress.
However, more needs to be done. Over the past two years, people who care about the issue of homelessness have been working on updating the Strategy – including a number of staff within the Region. In 2012, the updated Strategy was released. As part of the updated Strategy, Regional Council established a new goal for STEP Home (a collaboration of 12 programs at 10 organizations across 19 sites) to end persistent homelessness for 500 people in
Lead to Home: s d a Ro the All homelessness to
strategy
for Waterloo Region ead to Home: oads Lthe All R homelessness to
Waterloo Region by the end of 2013. A report on the community’s progress towards ending homelessness between 2011 and 2013 will be completed next year.
Everyone has a role to play in ending homelessness – you too can get involved. Learn more about the issues, advocate for long-term solutions, donate or volunteer your time. Further information can be found at www.socialservices.regionofwaterloo.ca (search Homelessness to Housing Stability Strategy).
strategy
for Waterloo Region 2012
Support to end persistent homelessness
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Call centre goes live!
Matt Pearson, Operations Supervisor, Service First Call Centre and Kathleen Fischer, Customer Service Representative.
Kathleen Fisher, a customer service representative for the new Service First Call Centre (SFCC) took the first call on February 20, 2013 at 8 a.m. Kathleen, whose been with the Region for more than 13 years, said the first call was a citizen inquiring about their water bill. Departments are passing their calls over to the
centre in six phases. General inquiries, Transportation and Waste Management (who experience some of the highest call volumes) are first to use the centre. Housing and Children’s Services calls will be added in April. For now, calls are continuing to come in through existing phone lines and are redirected behind the scenes so the change is seamless for citizens. The formal public launch of the main number 519-575-4400, will be in spring 2014 when all division transfers are complete and running smoothly. Visit the employee portal to see the progress indicator to learn how and when your department will be involved.
We launch officially to the public! (Spring 2014)
All other call scripts complete and calls begin (October 2013) Housing, Children’s Services scripts complete and calls begin (April 2013)
GRT scripts complete and calls begin (October 2013)
First wave of staff start (January 2013)
Waste, Transportation scripts complete and calls begin (February 2013)
Second wave of staff start (September 2013)
SFCC space selected (May 2012)
We move into our new space! (November 2012)
We begin taking calls! (February 2013)
E&IS and POA scripts complete and calls begin (August 2013)
SFCC is approved (August 2011)
Customer Relationship Management software selected (June 2012)
CRM and telephone technology implemented (February 2013)
Public Health scripts complete and calls begin (June 2013)
Immigration Partnership Waterloo Region
Hello to all staff of the Region! We are pleased to introduce you to our team, the Immigration Partnership. We create and enhance partnerships for co-ordination, information sharing, planning and implementing strategies to support immigrants to settle, work and belong in our region. The partnership was created on the conviction that successful settlement and integration is a
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mutually beneficial process that involves both immigrants and the broader community engaging in a process of mutual learning and inter-relatedness. Currently, one in five residents in Waterloo Region is an immigrant, creating a tapestry of vibrancy and diversity in the communities we work and live in.
We encourage each of you to join us in our endeavor to create an inclusive and welcoming community for everyone who is new to our region. For further information about us, please visit www.immigrationwaterlooregion.ca.
Watch for Region News and Environews coming to your mailbox in mid-April 2013.
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Survey says … employees are essential to everything we do! What does the Region need to do better? Employees say:
• To find out what is really important to employees at work
• More clear and appropriate communication at all levels
• To find out what engages employees at the Region
• More input into making changes to improve services
• To find out what has changed since the last survey in 2008
• A greater sense they are contributing, leveraging and developing their skills
The overall response rate was excellent at 66 per cent participation. This provided a representative sample of employee ideas and opinions.
A summary of employee survey results: What do employees like most about working here? • Co-workers • Making a difference What is the Region doing well? Employees say: • The work they do is important to the community • They have a good working relationship with their supervisor
• I feel I can count on my team (-10 per cent)
• Citizen service satisfaction is important to the Region
Employee engagement is… • How we feel about our work • Being energized about that work • Having a personal connection to the organization
What drives employee engagement?
• A better understanding of career paths at the Region
1.Service and Leadership
• More regular performance feedback and coaching
3.Opportunities for Development
Biggest improvements from 2008 results: • I am satisfied with the way teamwork is recognized at the Region (+19 per cent) • The Region recognizes groups/teams that work well together (+16 per cent) • At the Region we make changes to improve service (+15 per cent) Biggest decreases from 2008 results:
• They are clear about what is expected of them in their positions
• I am satisfied with my current work (-13 per cent)
5.Supervisor and Feedback
Next Steps Directors will begin to share divisional results with employees and determine the best way to develop actions from the results in April. By mid-April corporate priorities for action will be established based on input from various groups. Action d ge yees S planning o begins in Quality May. of Life
rvice Sesfaction ati
• I am satisfied with the co-operation I receive from other departments (-15 per cent)
4.Managing Workload
r Co u st a n d n fi d ence
T
• They recommend the Region as an employer to others and plan to remain at the Region
2.Contribution
En Emp ga l
The Region conducted an employee survey: • To help make the Region an even better place to work
Let’s focus on the value of innovation! Throughout the months of April to June, the Region will focus on the value of innovation. We will be hosting some events including our very own TEDx in June 2013. TEDxRegionOfWaterloo will be one of several opportunities for staff to share their ideas, successes and
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challenges in living the value of innovation at the Region of Waterloo. To learn more about TEDxRegionOfWaterloo, visit the employee portal > strategic plan > values and behaviours > TEDx, or contact Lorie Fioze at ext. 4758.
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The year 2013 is off to a busy start here at the Region. The 2013 budget was passed; three teams have been chosen to bid on the rapid transit project; the internal launch of the new Service First Call Centre is complete; and, employee survey results are in. There are many significant projects and initiatives underway across the Region. I’d like to take the opportunity to highlight some of this important work.
value the input many of you provided in our most recent employee survey. The corporate results are in (see page 7) which will help us to determine corporate priorities and actions throughout April and May. Next, Directors will share divisional results with employees beginning in April. I encourage each of you to take some time to view the results on the employee portal or read the paper version available in your work space. The Region is continuously focused on providing great service and value for taxpayer dollars. Each of you in your day-to-day work has a role to play in
our ongoing quest to provide excellent service to our community. The People, Service, Trust Framework helps us to understand why employee engagement and service improvement are so important, and how all of our work helps to improve the quality of life for people in Waterloo Region. In April and May, we will be focusing on the value of innovation and what it means to providing excellent service. I hope you will take some time to participate in the activities we have planned and continue to bring your innovative ideas forward in your dayto-day work.
Do you have a question for Mike? Send it to connections@regionofwaterloo.ca
We know our employees are essential to everything we do which is why we
We are all part of the puzzle - we all have a piece to play!
Have you ever thought about how your work contributes to reducing poverty and making Waterloo Region an inclusive, thriving and sustainable community? Waterloo Region is a great place to work, live and raise a family, but we know that poverty is an issue in our community. Poverty negatively impacts individuals and families, and adds significant costs to our community in areas such as health care, policing and corrections and lost potential. The bottom line - we can’t afford poverty. Every day the Region plays an important role in the lives of individuals and families living with low income. We administer and/or fund a large number of programs, services and strategic initiatives that contribute to poverty reduction. To build on this important work, a steering committee
of Regional staff from across the corporation along with four community stakeholders provided leadership, direction and input into the development of a corporate-wide approach to enhance the Region’s impact on poverty reduction and maximize the use of existing resources. In December 2012, Council approved the Region’s Comprehensive Approach to Poverty Reduction. This corporate-wide approach will enable all departments to work together to accomplish a shared vision, values, guiding principles and 21 actions designed to address six priority areas (below).
Ignite Passion for a Poverty Free Region
Take a Person Centred Approach
In addition to working collaboratively across Regional departments to address poverty, the Region is also continuing to work with community and government partners to align poverty reduction efforts. So think about your role at the Region and ask yourself, “how might I make more of a difference for poverty reduction?”
For more information about the Region’s Comprehensive Approach to Poverty Reduction, go to www.regionofwaterloo.ca/socialservices and search “poverty” or contact Cheryl Grove, at 519-575-4757 Ext. 5412, cgrove@regionofwaterloo.ca.
Change Attitudes and Actions Together
connections@regionofwaterloo.ca Build Bridges
Make Big Ideas Happen
Level the Playing Field