2011 HIGHLIGHTS We participated in the planning process for the 2012 Senior Summer Games, hosted by Elmira. We have taken an active role on this committee in preparation for 2013 when Waterloo will host this event. The 55+ Senior Outing Day Program and Home Support Services area continue to work on special events together, such as a successful Volunteer Appreciation event and a Christmas Concert.
Plan, CCRS Service Delivery Policy and corporate strategic documents.
Recreation and Facility Services
Customer Service Strategy Development: To provide customer service excellence that surpasses the expectations of tenants and patrons who participate in leisure, active living and other We continue to monitor trends for adults and 55+ activities at Community, Culture and Recreation Services, a Customer Service Strategy has been to meet their social and recreational needs. With developed/implemented. The Strategy includes new development in Uptown Waterloo, there is increased interest in afternoon and morning fitness a training module to ensure all Customer Service and social classes at the Adult Recreation Centre. Associates have a standard level of customer service training, ensuring alignment with the principles of We continue to participate on the Older Adult service. Centres’ Association of Ontario/Grand River Operations Strategy Development: Region. This allows us to continue networking To ensure consistent, effective and efficient with other Senior Centres in the Region. management of facilities, an Operations Strategy has been developed/implemented. To achieve the Planning and Performance mandate and operating principles, the operations team has been reviewing and enhancing training Developed a draft Outdoor Sports Field modules, reviewing facility, event and custodial Facility Strategy and conducted extensive public operational plans and developing protocol related to engagement for feedback. A finalized version will ‘B’ Certification requirements. Employee schedules be presented to Council in 2012. are being developed that maximize existing staff Presented a draft Community Cash Grants resources and enhance employee capacity. policy and discussion paper to Council to initiate Establishment of a CCRS Operations community feedback on recommendations. Committee: Feedback will be taken into consideration and a The purpose of this committee is to be a formal final version of the policy will be recommended mechanism for sharing trends, best practices, for Council approval in 2012. creative ideas, approaches and tools that contribute Professional development position was posted to collaboration, teamwork, exceptional customer and filled for an interim Research Analyst to service and operational consistency. This committee support the work of the Policy, Planning and engages representatives from other departments Performance Unit. and external stakeholders to ensure an integrated City of Waterloo Skatepark was designed, approach to operational activities. constructed and operational procedures developed in time for a Fall opening in 2011. The Action Skatepark Strategy will be presented to Council in 2012. Have provided support services to CCRS staff in the development of various policies, to ensure consistency and alignment with the CCRS Master page
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