Annual Report 2021 29 28 City of Chilliwack STRATEGIC GOAL #7: ORGANIZATIONAL EXCELLENCE Recruitment strategies focus on attracting the best workforce, while providing opportunity for internal advancement. We have a focus on workplace safety and on-site training and professional development. HOWWE WILL GET THERE WHAT WE ACHIEVED IN 2021 RECRUITMENT Strategize to attract and retain outstanding staff. ✓ Focus on opportunities for internal advancement for staff. ✓ Educational opportunities offered to promote advanced knowledge and qualifications. PROFESSIONAL DEVELOPMENT Encourage employee development and create opportunities for internal advancement ✓ A combination of virtual and in-person training sessions were completed for a variety of educational courses. Staff received refresher courses on important policy information as well as new tools in relation to mental health. ✓ Staff from all departments completed the Progressive Institute of Education for Chilliwack Employees’ Success (PIECES) program through the Justice Institute of BC (JIBC). WORKPLACE SAFETY Build and maintain a safe and respectful workplace that minimizes workdays lost due to injury ✓ Prevention of Workplace Violence training was provided for many frontline staff. ✓ Training was provided to staff in several areas including Occupational First Aid, Traffic Control Certification and other training specific to safety-sensitive work. STRATEGIC GOAL #8: CUSTOMER SERVICE We ensure employees receive customer service training in order to provide efficient service. We regularly seek taxpayer/customer feedback. HOWWE WILL GET THERE WHAT WE ACHIEVED IN 2021 TRAINING Train employees to provide quality customer service Customer Service training provided for new staff members. EFFICIENCY Provide fast and efficient service Concerns and issues followed up on promptly. Maintained efficient turnaround times on approvals for all types of development. Building inspection reports recorded electronically and field reports sent directly by email to property owners, applicants and builders. Continued the use of “box office” style customer service wickets at the front of City Hall to safely allow in-person customer service during the COVID-19 pandemic. City Hall reopened to the public in September, incorporating several safety measures in light of the pandemic. Awarded funding under the Union of BC Municipalities Local Government Development Approvals Program to modernize workflow within Municipal Development to build new processes and implement electronic infrastructure to decrease application approval turn-around times. Project anticipated to be complete in 2023.
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