Page 8 - Balance | CHC Annual Report 2020

C H C
a n n u a l
r e p o r t

Essential Residential Services
CONTACTLESS

BUT STILL CARING

CHC continued to provide essential services for our
residents, always with the safety of dedicated staff and
patient residents' at the forefront through 2020. We all
worked within the province's safety restrictions to interrupt the
transmission and contain community spread. We also needed to
ensure the needs of those we housed were being met and prioritized
calls to all senior residents to inquire on wellness, food, and needs. Our
Community Relations Workers (CRWs) and worked through our resident lists,
contacted families and singles, and completed over 3,140 calls. Contactless but still caring customer service became part of the
new normal. Our business was now transacted with tech-based solutions delivered via electronic devices. We encouraged our
residents to use CHC's online services through our website www.wechc.com under the E-Services tab. Residents could make
payments, submit requests, and communicate with CHC for a variety of inquiries and issues.

CHC Finance Department reported an increase in internet banking, direct deposit and other forms of Automation of EFT. As
CHC's residents adjusted to the pandemic, we saw the number of residents paying through cash and cheque decrease from
25% to just 3% of total monthly payments. In contrast, the number of residents paying through electronic forms, including
ebanking and Pre-Authorized Payments (PAP), increased from 53% to over 75%. This shift allowed our tenants to follow public
health orders and stay at home while also reducing their cost compared to cheques, bank drafts and money orders. To help
maintain our residents' safety, CHC encourages residents to pay through electronic forms, where possible, and continues to
work with our residents to make this an easy, efficient and inexpensive process.

CHC COMMUNITY RELATIONS ACTIVITIES MEANINGFUL RESIDENT ENGAGEMENT

CHC Community Relations Workers and the University of Windsor Essex CHC has a long-standing focus on providing
Windsor, School of Social Work placements organized and quality service to our residents. Both in the core delivery of
achieved many social distanced neighbourhood activities housing as well as the range of support services that
for residents to help with the isolation of public health surround housing.
measures. Creative approaches to socially distanced
community cleanups, yoga in a field, BINGO for seniors, In 2020, progress was made in our Grandview Community
Halloween Community Parades, the coordination with by adding a Community Engagement Coordinator who
partners of "treat bags" for many senior buildings and the surveyed residents on communication, neighbourhood
delivery of homemade cookies baked by Life After 50. involvement, safety and security and neighbourhood pride.
Planning has begun with several initiatives built on the idea
This year it was especially important to keep everyone in our that resident perspectives should play a significant role in
community healthy. All hands were on deck to help determining tenant service priorities.
coordinate and promote the EMS CHAPS program hosting
Flu Clinics in six of our senior buildings in November. The flu This opportunity for CHC will ensure that engagement
clinics proved to be well received by our residents. continues and informs decision making and continuous
improvements for all we set out to do.
The Glengarry Community Pantry proved
to be necessary for many residents in our CHC SUMMER RECREATION
Glengarry Neighbourhood and
surrounding area in 2020 as the pandemic PROGRAM
continued to keep workplaces closed.
The 2020 CHC Summer Recreation Program provided at-
home craft and activity packs for children and youth in 6 CHC
We thank the efforts of our community
partners, volunteers, advocates and communities. After delivering 3500 craft kits, 275 cupcakes,
residents who offered their time, support 500 pancakes, 43 pizzas and 2,500 facemasks, the 2020
and heart to help those in need. And Summer Recreation program wrapped up the 2020 Summer
reminding us all, "we do not live in this Recreation wrapped up a creative and modified program.
world all of your own.” Four hundred thirty children and youth participated.
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