WaterlooAir Show

EMPLOYEE NEWSLETTER

Call Centregoes live!

On March 5 and 6,the Region hostedits First Annual

Management Forumat Knox PresbyterianChurch in Waterloo.

connections@regionofwaterloo.ca

Amanda Karasinski and JessicaMills (Seniors’ Services)Keren Adderley, Planning, Housingand Community Services, andThomas Schmidt, Transportationand Environmental Services(from left) Rick Joyce, RamzieAlbasel, John Melfi, Peter Clarke(Mannheim Water TreatmentPlant)

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connections@regionofwaterloo.ca2

Mark Your Calendars

Strategic Focus Session: From tradition toinnovation with diversity and inclusion bypresenter Rebekah SteeleApril 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, 2013519-883-2304www.preventingcrime.ca

Sunnyside Foundation Golf Tournament Monday, September 9, 2013, 12 p.m.Conestoga Country ClubThe tournament was sold out last year and there was awaiting list. Don’t be disappointed. Register early bycontacting Brenda Schmidt atbschmidt@regionofwaterloo.ca or extension 4411.

Michael Enright, Keynote SpeakerVeteran Broadcaster, host of CBC RadioOne’s The Sunday Edition

Will you be wearing pinkon April 10?

The DayofPink is more than just a symbol of a sharedbelief in celebrating diversity, but also a commitment tobeing open minded, understanding of differences andlearning to respect each other. The goal of DayofPink isto bring this message across the world, through aninternational day of action that anyone can take part in.By committing to diversity and valuing inclusion in ourwork at the Region, we ensure all residents, regardlessof national origin, language, race, colour, disability,ethnicity, gender, age, religion, sexual orientation,gender identity, socioeconomic status and familystructure, have the same opportunity to access Regionalservices and programs.On April 10, the Diversity and Inclusion initiative will berecognizing the international DayofPink and we areencouraging YOU to get involved and show yourcommitment to inclusion by: wearing PINK clothes(shirt, pants, skirt, tie, dress, tights, shoes, socks, etc.);wearing a DayofPink sticker (available in a variety oflocations throughout Regional buildings); creating yourown poster (search for docs #1115236 for postertemplate); bringing in PINK foods (berries, jello, yogurt,baked goods for break time or lunch, etc.); using PINKink or PINK paper for your work.We will also be having a surprise performance at thefollowing locations so come out for a break and join us!

• 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

And why not dress down with your pink attire? A $4donation will also let you dress casual while supportingthe United Way. Stay tuned to the employee portal formore information on DayofPink resources and activitiesin your area.

What do you consider the biggestchallenge in your job? What isthe most rewarding?The biggest challenge is dealing withextreme weather changes since myjob takes me outside. The mostrewarding is the social aspect of mywork: repeat customers, in particular,become friends you get to know andcare about.

What personal skills are essentialto the work you do?I have to be proficient incommunicating and dealing with allkinds of customers clearly, patientlyand professionally. Multi-tasking isalso essential since I could be scalingloads in and out, co-ordinating withstaff on the phone and/or radio, andother duties all at the same time.Accuracy is key since the data I inputin our computerized scale system isused for reporting and planningpurposes.

What do you do to relax after along day?Given customer traffic and heavyequipment operating nearby, myworkplace is typically busy and noisy.So when I get home, I like to have aquiet moment to myself by soaking inmy hot tub, sitting in my backyardenjoying my gardens, or reading agood book.

What is your favourite meal?Any fish dish! I was born in Portugaland raised on the U.S. easternseaboard so I really enjoy any kind offish and seafood including cod,shellfish, and octopus.

What is your favourite holidayand why?I can’t decide between Christmas andEaster – both are very special holidaysI 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. Butwould love to see Hawaii, too!

Staff Spotlight

Sophia FitaScale House Operator,

Waste Management

Sophia has worked for theRegion since 1999. Her workday is busy helping customersweigh their waste, directingthem to the correct transfer

station and ensuring customersare sorting their materials into

the correct bins.

connections@regionofwaterloo.ca 3

Kevin Thomas, Visitor ExperienceInterpretation Specialist at theWaterloo Region Museum, tests theElastic Acrobatics interactiveactivity at the new CIRCUS!Science under the Big Top exhibit.This exciting interactive exhibituses science to explore the wonderof the circus and is only atWaterloo Region Museum for alimited time. The Circus exhibit isnow open and runs until May 5.Immerse yourself in the illusion andreality, magic and science of thecircus!• Walk the high wire• Fly with elastic acrobatics• Explore the human cannonball• Test your feats of strength• Perform in the creative costumeand play area

• Laugh along clown alley• Enjoy more than 20 interactiveactivities!

CIRCUS! Science under the Big Topis included with general admissionto the Waterloo Region Museum.For more information, visitwww.waterlooregionmuseum.comor call 519-748-1914.

connections@regionofwaterloo.ca4

Staff Spotlight

Stephanie WatsonPublic Health Nurse

Stephanie has worked at the Regionsince September 2011 as a Public

Health Nurse in the Healthy LivingDivision on the Tobacco and CancerPrevention team. Some of her rolesinclude: responding to phone calls

from the public; providingcounselling and tips for quittingsmoking or strategies to manage

second-hand smoke exposure;providing consultation and support to

workplaces to assist them inpromoting tobacco-free living andcancer prevention and screeningamong employees; and attendingvarious committee meetings from

nursing practice to health and safety.

During November 18-21, 2012,Sunnyside Home was surveyed byAccreditation Canada. Sunnysidestaff are pleased to report that theHome has been accredited withexemplary standing. The award is

valid for three years. Accreditation isa voluntary process by which healthservice organizations can assesstheir performance against nationalstandards of excellence. Resultsfrom the survey assist the Home in

continuing to improvethe quality and safetyof its programs andservices.CongratulationsSeniors’ Services!

Sunnyside Home receives Exemplary Standingby Accreditation Canada

What do you consider the biggestchallenge in your job? What is themost rewarding?I would say the biggest challenge ofmy job is managing uncertainty andchange which can demand a quickresponse, such as preparing a reporton an emerging public health issue, orresponding to a media request withlimited notice. The most rewardingpart of my job is knowing I havecontributed to the development of aprogram/policy/resource that willpositively impact the health andwellness of not just one individual, buta group or population.

What personal skills are essentialto the work you do?I think a sense of humour is essential tomanaging the demands of any position!For my job specifically, I find having anoptimistic attitude, sprinkled with anengaging and warm personality, helpme to form partnerships withcommunity members and providemeaningful support to the public.

What do you do to relax after along day?Well my definition of relaxationinvolves staying busy, so no, I don’tknow who’s on the Bachelorette orAmerican Idol these days! I exercisedaily, sometimes twice a day, and canbe found en route to the gym fromwork each day or heading outdoorswith friends to ski, run, cycle, or golf!

What is your favourite meal?I’m not someone who picks favouritesoften and I love almost all foods, sothis is a tricky question. My co-workers often tease me about the“bucket” of vegetables I bring to workeach day so veggies and fruit are highon my list. But, if I could indulge inwhatever I liked, I would probably picka perfectly cooked steak!

What is your favourite holidayand why?Again, I don’t like picking favourites! Isit apparent that decisiveness is notone of my strengths? I will tell you mytop two holidays: Christmas because Ilove the lights, snow, decorating andspending time with family; and St.Patrick’s Day because it brings myfriends together for a great celebrationand I usually make my own festiveoutfit full of green, white and somesparkles of course!

If you could travel to one place,where would you go?Well travel is a huge passion of mineand I’ve made it an ongoing goal totravel to a couple places each year.Big trips I’ve done include Australiaand Europe! Last year includedHalifax, Jamaica, Boston, and CostaRica and this year is starting out with aski trip to Vancouver and Whistler.We’ll just have to see where else thewind blows me in2013!

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Waterloo Air Show Kick-start your summerby bringing the familyto the 2013 WaterlooAir Show, June 1 and 2. The Canadian Forces’Snowbirds willhighlight amazingaerial displays of aerobatics, jets,warbirds and more. New for 2013 willbe a jet car screaming down therunway and a wingwalker. Andreturning will be a wall of pyro!Aviation is showcased on the groundtoo with a Static Display, additionalaircraft parked on the tarmac to getup close, take photos and speak to thepilots. To round out the day, there willbe aviation and community

displays, kids activities,performer autographs, food,licensed areas and more. Gates open 10 a.m. to 5 p.m. Bringyour blankets, chairs and cameras outto the Region of WaterlooInternational Airport and pick yourspot on the huge grass field. There’snot a bad seat in the house whenyou’re looking skywards!

All Roads Lead to Home: AHomelessness to Housing StabilityStrategy for Waterloo Region(Strategy) is a guide for ourcommunity supporting a sharedapproach to endinghomelessness. The firstStrategy (2007-2010) wasimplemented with greatsuccess. By the end of 2010, 90per cent of 92 actions wereeither completed or in-progress. However, more needs to be done.Over the past two years, people whocare about the issue of homelessnesshave been working on updating theStrategy – including a number of staffwithin the Region. In 2012, the updatedStrategy was released. As part of the updated Strategy,Regional Council established a newgoal for STEP Home (a collaboration of12 programs at 10 organizationsacross 19 sites) to end persistenthomelessness for 500 people in

Waterloo Region by the end of 2013.A report on the community’sprogress towards endinghomelessness between 2011 and

2013 will be completed next year.Everyone has a role to play in

ending homelessness – you too canget involved. Learn more about theissues, advocate for long-termsolutions, donate or volunteer your

time. Further information can be found atwww.socialservices.regionofwaterloo.ca(search Homelessness to HousingStability Strategy).

Homelessness to Housing Stability Strategy

Support to end persistenthomelessness

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homelessnessAll Roads Lead to Home:

Kathleen Fisher, a customerservice representative forthe new Service First CallCentre (SFCC) took the firstcall on February 20, 2013 at8 a.m. Kathleen, whosebeen with the Region formore than 13 years, said thefirst call was a citizeninquiring about their waterbill. Departments arepassing their calls over to the

centre in six phases. General inquiries,Transportation and WasteManagement (who experience someof the highest call volumes) are first touse the centre. Housing and Children’sServices calls will be added in April.For now, calls are continuing to comein through existing phone lines and are

redirected behind the scenes sothe change is seamless forcitizens. The formal publiclaunch of the main number519-575-4400, will be in spring2014 when all division transfersare complete and runningsmoothly. Visit the employeeportal to see the progressindicator to learn how and whenyour department will be involved.

connections@regionofwaterloo.ca6

Immigration Partnership Waterloo Region

Hello to all staff of the Region! We arepleased to introduce you to our team,the Immigration Partnership. Wecreate and enhance partnerships forco-ordination, informationsharing, planning andimplementing strategies tosupport immigrants tosettle, work andbelong in ourregion. The partnershipwas created onthe convictionthat successfulsettlement andintegration is a

mutually beneficialprocess thatinvolves bothimmigrants and thebroader communityengaging in aprocess of mutual

learning and inter-relatedness.Currently, one in five residents inWaterloo Region is an immigrant,creating a tapestry of vibrancy and

diversity in the communities wework and live in.

We encourage each of you to join us inour endeavor to create an inclusiveand welcoming community foreveryone who is new to our region. Forfurther information about us, pleasevisitwww.immigrationwaterlooregion.ca.

Call centre goes live!

Matt Pearson, Operations Supervisor, ServiceFirst Call Centre and Kathleen Fischer,Customer Service Representative.

SFCC spaceselected

(May 2012)

Waste,Transportation

scripts complete and calls begin

(February 2013)

Customer Relationship Management software selected

(June 2012)

We moveinto our new

space! (November

2012)

First waveof

staff start (January 2013)

Housing, Children’s Services scripts

complete and calls begin

(April 2013)

We begin taking calls!

(February 2013)

CRM and telephone technology

implemented (February 2013)

E&IS and POA scripts complete and calls begin (August 2013)

Public Health scripts complete and calls begin (June 2013)

Second wave of staff start(September

2013)

GRT scripts complete and

calls begin(October 2013)

All othercall scripts

complete and calls begin

(October 2013)

We launch officially to the

public!(Spring 2014)

SFCC is approved

(August 2011)

Watch for Region Newsand Environews coming

to your mailboxin mid-April 2013.

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Survey says … employees are essential to everything we do!The Region conducted an employeesurvey:• To help make the Region an evenbetter place to work

• To find out what is really importantto employees at work

• To find out what engagesemployees at the Region

• To find out what has changed sincethe last survey in 2008

The overall response rate wasexcellent at 66 per cent participation.This provided a representative sampleof employee ideas and opinions.

A summary of employeesurvey results:What do employees like most aboutworking here?

• Co-workers• Making a differenceWhat is the Region doing well?Employees say:• The work they do is important to thecommunity

• They have a good workingrelationship with their supervisor

• They recommend the Region as anemployer to others and plan toremain at the Region

• They are clear about what isexpected of them in their positions

• Citizen service satisfaction isimportant to the Region

What does the Region need to dobetter? Employees say:• More clear and appropriatecommunication at all levels

• More input into making changes toimprove services

• A greater sense they arecontributing, leveraging anddeveloping their skills

• A better understanding of careerpaths at the Region

• More regular performancefeedback and coaching

Biggest improvements from 2008results:

• I am satisfied with the wayteamwork is recognized at theRegion (+19 per cent)

• The Region recognizesgroups/teams that work welltogether (+16 per cent)

• At the Region we make changes toimprove service (+15 per cent)

Biggest decreases from 2008 results:

• I am satisfied with the co-operationI receive from other departments(-15 per cent)

• I am satisfied with my current work(-13 per cent)

• I feel I can count on my team(-10 per cent)

What drives employeeengagement? 1.Service and Leadership2.Contribution3.Opportunities for Development4.Managing Workload5.Supervisor and Feedback

Next StepsDirectors will begin to share divisionalresults with employees and determinethe best way to develop actions fromthe results in April. By mid-Aprilcorporate priorities for action will beestablished based on input fromvarious groups.Actionplanningbegins inMay.

Employee engagement is…• How we feel about our work• Being energized about that work• Having a personal connection tothe organization

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Throughout the months of April toJune, the Region will focus on thevalue of innovation. We will behosting some events including ourvery own TEDx in June 2013.TEDxRegionOfWaterloo will be oneof several opportunities for staff toshare their ideas, successes and

challenges in living the value ofinnovation at the Region of Waterloo.To learn more aboutTEDxRegionOfWaterloo, visit theemployee portal > strategic plan >values and behaviours > TEDx, orcontact Lorie Fioze at ext. 4758.

Let’s focus on the value of innovation!

Have you ever thought about how yourwork contributes to reducing povertyand making Waterloo Region aninclusive, thriving and sustainablecommunity? Waterloo Region is a great place towork, live and raise a family, but weknow that poverty is an issue in ourcommunity. Poverty negativelyimpacts individuals and families, andadds significant costs to ourcommunity in areas such as healthcare, policing and corrections and lostpotential. The bottom line - we can’tafford poverty.

Every day the Region plays animportant role in the lives ofindividuals and families living with lowincome. We administer and/or fund alarge number of programs, servicesand strategic initiatives that contributeto poverty reduction. To build on thisimportant work, a steering committee

of Regional staff from across thecorporation along with four communitystakeholders provided leadership,direction and input into thedevelopment of a corporate-wideapproach to enhance the Region’simpact on poverty reduction andmaximize the use of existingresources. In December 2012, Councilapproved the Region’s ComprehensiveApproach to Poverty Reduction. Thiscorporate-wide approach will enableall departments to work together toaccomplish a shared vision, values,guiding principles and 21 actionsdesigned to address six priority areas(below).

In addition to working collaborativelyacross Regional departments toaddress poverty, the Region is alsocontinuing to work with communityand government partners to alignpoverty reduction efforts.

So think about your role at the Regionand ask yourself, “how might I makemore of a difference for povertyreduction?”

For more information about theRegion’s Comprehensive Approach toPoverty Reduction, go towww.regionofwaterloo.ca/socialservicesand search “poverty” or contactCheryl Grove, at 519-575-4757 Ext.5412, cgrove@regionofwaterloo.ca.

The year 2013 isoff to a busystart here at theRegion.The 2013 budgetwas passed;three teams havebeen chosen tobid on the rapid

transit project; the internal launch ofthe new Service First Call Centre iscomplete; and, employee surveyresults are in. There are many significant projectsand initiatives underway across theRegion. I’d like to take the opportunityto highlight some of this importantwork.We know our employees are essentialto everything we do which is why we

value the input many of you providedin our most recent employee survey.The corporate results are in (see page7) which will help us to determinecorporate priorities and actionsthroughout April and May. Next,Directors will share divisional resultswith employees beginning in April. Iencourage each of you to take sometime to view the results on theemployee portal or read the paperversion available in your work space.The Region is continuously focused onproviding great service and value fortaxpayer dollars. Each of you in yourday-to-day work has a role to play in

our ongoing quest to provide excellentservice to our community. The People,Service, Trust Framework helps us tounderstand why employeeengagement and service improvementare so important, and how all of ourwork helps to improve the quality oflife for people in Waterloo Region.In April and May, we will be focusingon the value of innovation and what itmeans to providing excellent service. Ihope you will take some time toparticipate in the activities we haveplanned and continue to bring yourinnovative ideas forward in your day-to-day work.

Do you have a question for Mike?

Send it to connections@regionofwaterloo.ca

We are all part of the puzzle - we all have a piece to play!

connections@regionofwaterloo.ca

Ignite Passion for aIgnite Passion for aPoverty Free RegionPoverty Free RegionIgnite Passion for a

Poverty Free Region Build BridgesBuild BridgesBuild Bridges Take a PersonTake a PersonCentred ApproachCentred Approach

Take a PersonCentred Approach

Change AttitudesChange Attitudesandand Actions Together Actions Together

Change Attitudesand Actions Together

Make Big IdeasMake Big IdeasHappenHappen

Make Big IdeasHappen

Level theLevel thePlaying FieldPlaying Field

Level thePlaying Field