Tag: gef staff engagement
After five years of being with the on-call maintenance team, Matt Johnson knows how to spot the week’s theme, or sometimes even the day’s theme, for the on-call services at GEF Seniors Housing’s forty buildings throughout the city. He notes that after three or four similar calls, he can easily predict that many of the other calls for the week will follow a familiar pattern. He remembers one long night in particular where a few difficult calls flooded in.
“A fire line burst at Rosslyn Place and flooded down through the whole building,” remembers Johnson. “I was there for a few hours with the site managers and the fire department just trying to clean things up and get things back in good working order. I got home and about thirty minutes I got another call that Ansgar Villa had started flooding.”
GEF Seniors Housing’s on-call maintenance team sees the on-staff trades taking turns having their cell phones and pagers on hand in case of any emergency at the buildings. The 16 members of the team take weekly rotations where they’re responsible for the after-hours, holidays, and weekends when GEF Seniors Housing’s offices aren’t open. Maintenance Manager Tony Lovell started off with GEF Seniors Housing as an on-call tech around 26 years ago and remembers a very different working environment.
“There was only two of us on-call at that time, so it was basically one week on, one week off,” explains Lovell. “There were only around 20 buildings that GEF Seniors Housing managed, so it wasn’t like there were two of us looking after all forty buildings we have now. Still, it was fairly hectic and we had to learn how to prioritize projects pretty quick.”
Today, there are always two maintenance techs assigned to on-call. Lovell, along with Maintenance Administrator Doreen Kinney, start the year by assigning the on-call schedules, beginning first with prioritizing who’s looking after the Holiday Season. Johnson remembers this past holiday season being particularly hectic for the on-call staff because of the sudden cold snap that hit in December.
“I wasn’t assigned to on-call but I checked in and found a few places where I could lend a hand,” says Johnson. “The whole crew is really good for working together on both helping out when a lot of calls come in and even for the initial scheduling.”
Lovell points out that once the schedule is complete, he and Kinney post it up in the maintenance department at Central Services. It doesn’t take long for the team to get together and start moving around days, ensuring that they continue to have a good work-life balance.
“The schedule looks different pretty-well every day,” Lovell says with a laugh. “The crew is really good about working together on the scheduling, switching out dates for whatever might come up.”
The techs assigned to on-call work on any issue that might come up, even though they may have a specified trade. Johnson and Lovell are both plumbers by trade but have experience working on everything from the key system to electrical tasks and heating issues.
“I’ve always been really handy and I like having my fingers in a lot of different practices, so working on things outside of my trade is nothing new for me,” says Johnson. “Working on all kinds of different building issues still teaches me a lot. Everyone on the on-call team is prepared for pretty much anything.”
The way the actual call system works hasn’t changed much since Lovell first joined the team. When an emergency occurs, the tenant at the building calls GEF Seniors Housing’s answering service provider requesting assistance. The answering service provider system then sends a message to the GEF Seniors Housing staff tech’s pager (yes, pager) with contact information to the person who made the assistance call. Lovell points out that using pagers isn’t a result of not updating the technology within GEF Seniors Housing. It’s actually because of a lack of a more reliable option.
“A lot of our techs live outside of the city and a lot of the times they work in basement mechanical rooms, and all of this affects cell phone signals,” Lovell explains. “Pager signals are still quite a bit stronger than cell phone signals. This is why they’re still used by doctors. Surgeons and techs are the last professions still using pagers.”
For Johnson, working his week as the designated on-call always has its array of challenges. He stays motivated by remembering the people he serves and what his role is in making sure they’re living with a good quality of life.
“The people I work with are always very grateful when you get their heat working in the winter time,” says Johnson. “I’d be lying if I said that the decent extra bit on my paycheque isn’t a good reward for being on call. But I really do enjoy the people part of the job. I get to improve some part of a person’s life. And that’s what I do every time I go into a building. I look for ways to improve things and make things better for the people.”
When Mesert first arrived in Edmonton from Ethiopia, she didn’t think there would be much of a language barrier. She had learned English before immigrating and was confident integrating wouldn’t be a problem. There was one thing she didn’t account for in the language barrier though.
“I couldn’t understand anyone’s accents!” Mesert explains. “I called my brothers and told them that I didn’t think I could stay in Canada because everyone was so hard to understand.”
It took Masert about six months before she became comfortable with listening to Canadian accents. Even when she got her job with GEF Seniors Housing, she still struggled with understanding what to do, especially in emergency situations. Eventually, she learned that GEF Seniors Housing offers English classes at no cost to its staff. She didn’t hesitate to jump at the opportunity to improve her English skills.
GEF Seniors Housing has been providing the English classes to its staff since 2014. Partial funding for the program is provided to GEF Seniors Housing by the Canada Alberta Job Grant, which provides grants for training programs that focus on improving employment skills.
Miss Hofman used to teach for Edmonton Public Schools and now helps 49 employees with their English skills at six GEF Seniors Housing sites across the city. Hofman points out that of all the site staff she works with, the group who meets at the Virginia Park lodge every Monday is one of the most culturally diverse.
“We have women from Somalia, Cambodia, Colombia, and Ethiopia in the same class learning to master what can be a confusing Canadian language and culture,” says Hofman. “Having such a diverse group connecting, all striving to improve their English and seeing their lives slowly become a tad easier is personally very satisfying.”
Even though the women in the class are all from different parts of the world, the challenges each of them face in mastering English is the same. From pronunciation to understanding the differences between past, present and future tenses, the group works through each challenge together often using examples from what they’ve encountered in their daily lives and on the job with GEF Seniors Housing.
The group at Virginia Park lodge has been getting together for close to four years now and lessons can range from discussing events at work and how to talk about them to tasks that can be more daunting such as booking appointments over the phone.
“One time my assignment in class was to phone for a medical appointment. The lady who answered hung up on me,” recalls Mesert. “So we went right back to our script to practice some more. When I called back before the end of class the lady understood me and I booked my appointment!”
The most notable change in the students is their increased confidence. They are no longer shy about asking people to repeat things or to use different words so they can understand better. Even booking appointments over the phone has become an easier task for the group members.
“My son is very good at English, but there was one time when he would not call the eye doctor to book an appointment,” recalls Marta, a class member who works at Beverly Place. “Finally, I just took the phone and booked it for him. It took no time at all and when I was done, I looked at my son and said, ‘See! It’s easy!’”
The combination of confidence and the ability to better communicate with other Canadians (including the seniors they work with every day) demonstrate how important these continued English classes are for staff at GEF Seniors Housing. The close-knit dynamic of the group helps students better understand the lessons and how to apply them in day to day situations. For some, the traditional classroom setting wouldn’t be as beneficial as the small, once a week classes during the workday are.
“When Miss Hofman is speaking, I can look at her across the table and understand what she means better because I can see the expression on her face. She knows I try hard and am learning.” says Marta. “I tell my friends that GEF Seniors Housing gives us free English lessons and they’re shocked. I’ve never worked anywhere else where they would do something like this for their staff.”