Support Person of the Year

Company Name: Can-Euro Investments Ltd. / Horizon Court Properties
Employee Name: Blythe MacDougall
Job Title: Administrative Assistant
Work Location: Dartmouth
Years with Current Employer: 1, Years of Industry Experience: 3
Nominator Name: Ursula Prossegger
Email: ursula@horizoncourt.ca, Phone: 9024482297

In the space provided, highlight why this employee is deserving of this award. Describe a challenge the nominee confronted and overcame to deliver services to properties? What was the outcome? Demonstrated leadership qualities?

Blythe MacDougall’s contributions to the ambitious changes at Horizon Court Properties demonstrate her effectiveness as an administrative support person and project manager. Her role in implementing a new property management software and training staff members on its use highlights her organizational skills and ability to facilitate smooth transitions during periods of change.
As a lead team member in developing a new website for Can-Euro Investments, Blythe showcased her proficiency in technology and digital communication, ensuring that the website seamlessly integrated with the property management software. This initiative not only modernized the company’s online presence but also enhanced efficiency in managing property-related tasks.
Blythe’s efforts in filing and organizing documents, as well as communicating with tenants, underscore her attention to detail and professionalism. Despite facing adverse reactions from tenants to new policies and procedures, she remained composed and provided clear explanations, ultimately fostering better understanding, and reducing chaos in the management office.
Overall, Blythe’s role in implementing key changes at Horizon Court Properties was invaluable. Her project management skills, technological expertise, and adept handling of tenant interactions contributed significantly to the success of the initiatives. Her ability to navigate challenges with grace and professionalism exemplifies her dedication to ensuring smooth transitions and achieving organizational goals.

In the space provided, highlight why this employee is deserving of this award. Describe a situation where the nominee went beyond their job description to meet a time sensitive deadline? Provide an example of a program or workflow process the nominee implemented that streamlined delivery of services making site work simpler.

Blythe MacDougall’s leadership and coordination were pivotal in ensuring the successful implementation of key initiatives at Horizon Court Properties. Her ability to clearly communicate goals and expectations to staff members facilitated a smooth launch of the new property management software within just six months of the project’s start date. This accelerated timeline speaks to Blythe’s efficiency and effectiveness in project management.
Furthermore, Blythe’s efforts in digitalizing tenant files and insurance information within eight months of the project’s start date have streamlined administrative processes significantly. The digitalization of these records provides an efficient overview of available information, identifies missing data, and facilitates follow-up actions as needed. This organized approach enhances overall efficiency and accuracy in managing tenant records.
Additionally, Blythe played a crucial role in transitioning the parking administration to a third-party contractor. This not only freed up administrative resources to focus on core tasks such as tenant matters, leasing, and maintenance management but also increased revenue flow by optimizing parking and traffic management services. The additional revenue generated helps cover the costs associated with road and parking maintenance, contributing to the financial sustainability of Horizon Court Properties.
Overall, Blythe’s contributions have been instrumental in driving operational improvements and enhancing the overall effectiveness of Horizon Court Properties. Her leadership, project management skills, and dedication to excellence have played a vital role in achieving key objectives and positioning the company for continued success.

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Company Name: Canadian Apartment Properties REIT
Employee Name: Jessica McInnis
Job Title: Senior Director of Customer Experience and External Relations
Work Location: Toronto, ON
Years with Current Employer: 8, Years of Industry Experience: 8
Nominator Name: Jennifer Bateman
Email: j.bateman@capreit.net, Phone: 902-401-4619

In the space provided, highlight why this employee is deserving of this award. Describe a challenge the nominee confronted and overcame to deliver services to properties? What was the outcome? Demonstrated leadership qualities?

Jessica McInnis, Senior Director of Customer Experience and External Relations, embodies the essence of CAPREIT’s mission to create exceptional living experiences within our communities. With over 8 years of dedicated service, Jessica has become a trusted leader within our organization. Her unwavering commitment to resident satisfaction has become a beacon of support for the Halifax team, especially this year as the team has undergone a number of operational challenges.

Under Jessica’s leadership, the resident experience has evolved into a core focus for CAPREIT’s operations. She understands that resident satisfaction directly impacts every aspect of our business, from occupancy rates to overall community well-being. Jessica’s methodical approach to operational challenges ensures that each issue is tackled with precision and care, partnering to foster a culture of excellence within the Halifax team.
One of Jessica’s standout achievements is her pivotal role in the development and rollout of CAPREIT’s Resident Portal. Recognizing the need for enhanced communication and maintenance tools to build greater trust and transparency for our residents, Jessica spearheaded the project and was instrumental in the strategic rollout and adoption amongst residents. She meticulously constructed a Resident Portal adoption program to ensure residents not only understood the benefits of the Resident Portal but also actively utilized the tool and its features, and importantly, our frontline Operations team was able to promote and speak to the benefits with residents.

The challenge of implementing a new system across multiple properties was no small feat. However, Jessica’s leadership ensured a smooth transition, providing residents with a user-friendly platform to engage with their community, and supported and complimented the efforts of the Operations team. The outcome was a tangible improvement in resident engagement and satisfaction, setting a new standard for community communication within CAPREIT properties.

The Resident Portal adoption rate for Halifax, a key metric of success, saw a remarkable increase under her guidance. The Resident Portal adoption rate for Halifax is 92%.

Beyond the technical aspects, Jessica’s program fostered a culture of engagement and interaction within CAPREIT properties. Residents found it easier to connect with our management teams, and access vital maintenance services and property amenities.
In overcoming the challenges of implementing a new system, Jessica demonstrated remarkable leadership qualities. Her ability to navigate complexities, communicate effectively with stakeholders, and drive adoption rates speaks volumes about her strategic vision and dedication to enhancing the resident experience.

The success of the Resident Portal adoption program stands as a testament to Jessica McInnis’s enduring commitment to excellence. Her unwavering focus on innovation and resident satisfaction has set a new standard for community communication within CAPREIT properties, leaving a lasting impact on the Halifax team and the broader CAPREIT community.
Jessica also provides proactive support in times of crisis. During the unprecedented challenges posed by the operational crisis, such as severe weather, natural disasters such as wildfires and hurricanes, and sensitive resident issues, Jessica’s leadership and support is immeasurable. She is always a go to support for the Halifax team, providing real-time communication assistance to ensure residents remained informed and supported, 24 hours a day, 7 days a week.

For instance, during the wildfires and Hurricane Lee in September 2023, Jessica’s proactive planning with the Operations team and responsive and clear communication provided residents with crucial updates and guidance. Her ability to address crises with factual and systematic approaches ensured that residents felt reassured and cared for during these stressful times.

Jessica is a natural innovator, and her strategic initiatives yield tangible and remarkable results. Her strategic initiatives extend beyond the realm of community engagement to encompass the crucial arena of online reputation management. Another example of this is the Google Review Program. Assigned with the task of improving property review scores by CAPREIT Senior Leadership team, Jessica developed a meticulous strategy aimed at elevating CAPREIT’s online presence, by engaging residents and encouraging positive feedback.

In today’s digital age, where more than 60% of customers check online reviews before supporting a business, the importance of positive Google reviews cannot be overstated. Understanding this, CAPREIT, under Jessica’s guidance, embarked on a mission in 2022 to enhance property Google review scores to an average of 4-5 stars, initially at CAPREIT’s most in-need communities.

Jessica took charge of this ambitious endeavor, leveraging her strategic planning acumen to design and implement the Google Review program. The program was meticulously structured, with a focus on empowering site teams to actively solicit and manage reviews for their respective properties, and creating experiences by which residents would be happy to give them.

Central to Jessica’s strategy was the creation of a systematic cycle for property groups, ensuring a consistent and targeted approach to garnering reviews. Site teams were equipped with many tools, including ready-made resident events, eye-catching posters, informative signs, and convenient cards featuring QR codes. These codes provided residents with seamless access to their community’s Google review page, simplifying the review process.

Moreover, Jessica conducted comprehensive and personalized training sessions, guiding site teams on the nuances of soliciting positive reviews effectively. Teams were educated on the ideal timing and approach to request reviews, fostering a culture of proactive engagement with residents.
The impact of Jessica’s program on Halifax’s Google reviews has been nothing short of remarkable. Since its inception, the program has resulted in a substantial increase in positive reviews, elevating Halifax’s average rating from 1.4 out of 5 to 4.0 out of 5. In 2022, at the onset of this program when reviews were needed the most to turnaround the existing negative online reputation, the Halifax team received 684 four- and five-star Google reviews that year. In 2023, well on their way to normalizing a positive online reputation, the Halifax team earned 232 four- and five-star Google reviews that year. This surge in positive online feedback not only boosts CAPREIT’s online reputation but also serves as a testament to the partnership between Jessica’s Customer Experience team and the Operations team toward the reimagining of exceptional resident satisfaction within Halifax properties.
Beyond the numerical achievements, Jessica’s Google review program has cultivated a culture of continuous improvement and resident-centricity within CAPREIT. It underscores her unwavering commitment to enhancing resident satisfaction and solidifying CAPREIT’s position as a premier choice for prospective residents.

Through her innovative approach and strategic foresight, Jessica McInnis has not only elevated Halifax’s online presence but has also set a new standard for reputation management excellence within CAPREIT. Her program continues to resonate positively, shaping a reputation that reflects the unparalleled dedication to resident satisfaction that defines CAPREIT’s mission.

Recognizing the need for streamlined services, Jessica introduced CAPREIT’s custom communication library in 2023 for all CAPREIT properties. This invaluable resource provides teams with access to essential notices, community posters, and event guides, all in one centralized location.
This library’s implementation has saved time and effort for site teams and ensured consistency and professionalism in communications. Teams now have the confidence to deliver clear and effective messages to residents, enhancing overall community engagement and satisfaction, and staying consistent with CAPREIT’s brand and voice. This proved especially useful in responding to Halifax operational emergencies, whereby Jessica and her team were able to leverage pre-existing communication to ensure that our messages were able to be customized and delivered to Halifax residents proactively or quickly in response to the current situation.

In addition, Jessica’s proactive stance on relevant issues in Halifax ensures that the team remains ahead of the curve. Whether addressing city-wide concerns such as an increase in car thefts or activist activity or supporting site teams during HVAC issues, Jessica’s foresight and readiness have been invaluable.

For example, when Halifax experienced a surge in car thefts in 2023 and most recently this winter, Jessica promptly addressed the communication needs of affected communities. She provided residents with actionable tips and guidance to enhance their security measures, demonstrating CAPREIT’s commitment to resident safety. However, Jessica’s support did not stop there. Understanding that these challenges were not isolated incidents but city-wide concerns, she extended her assistance to the entire Halifax team. By offering comprehensive communication support, Jessica ensured that all CAPREIT communities in Halifax were equipped with the necessary tools and guidance to navigate the situation effectively.

In addition to this city-wide initiative, Jessica’s leadership was instrumental in creating tailored communication plans for specific properties facing unique challenges. For instance, during structural issues detected at one of our Bedford properties, she immediately collaborated with the Halifax team to craft a detailed communication and resident response plan. This plan not only addressed resident concerns but also provided clarity on how CAPREIT was addressing the issue, thereby alleviating speculation and misinformation.

When it comes to media inquiries and reputational impact, Jessica demonstrates a keen ability to navigate these sensitive matters with professionalism and poise. During the unprecedented challenges, Jessica provides invaluable guidance and support to the Halifax team on reputational issues.
Through vigilant monitoring of public forums and media platforms, Jessica ensures CAPREIT’s proactive response to potential issues. Her leadership has enabled the team to address concerns promptly, enhancing CAPREIT’s public image and reputation. Jessica’s team responds to all resident reviews and concerns within 24 hours. In addition, she has personally drafted over 230 custom communications for Halifax team from January 2024 until today. In total, her team has delivered over 5000 notices for the Halifax team through the Resident Portal since last year.

In addition, by utilizing tools like Sprout Social and Meltwater, Jessica’s team remains attuned to relevant activities impacting CAPREIT and the Halifax region. This proactive approach not only enhances public relations but also attracts prospective residents seeking a responsive and professional management team. The positive impact on resident satisfaction is evident in CAPREIT’s online reputation and increased resident retention rates.
Her leadership fosters a culture of innovation, efficiency, and unwavering support within the Halifax Operations team and across CAPREIT. Jessica’s dedication to fostering collaboration ensures that all aspects of resident experience are considered, resulting in a cohesive and resident-focused approach to community management.

Jessica’s impact transcends Customer Experience and External Relations, as she collaborates closely with various teams. From risk management to marketing and legal, Jessica ensures a holistic approach to resident satisfaction and operational excellence.

In her unwavering commitment to enhancing resident satisfaction and community cohesion, Jessica introduced a transformative initiative within CAPREIT’s Halifax properties—the implementation of meticulously crafted event guides. These guides serve as a blueprint for property teams, offering clear instructions and a wealth of tools to create engaging and memorable community events, alleviating the burden on property teams while ensuring a seamless and enjoyable experience for residents.

Recognizing the profound impact of meaningful resident interactions, Jessica’s innovative approach ensures that each event is thoughtfully planned and executed. Jessica’s dedication to resident engagement extends beyond the mere planning of events. She actively collaborates with property teams to tailor events to the unique preferences and interests of each community. Whether it’s a themed social gathering, a resident contest, or a family-friendly activities, Jessica ensures that every event reflects the diverse needs of CAPREIT residents.

Through her strategic implementation of event guides, Jessica has significantly elevated the resident experience within CAPREIT properties in Halifax, while lessening the burden on the frontline team.

The impact of these events goes beyond mere entertainment—it fosters a sense of community, encourages social connections, and strengthens the bond between residents and their living environment. As a result, CAPREIT properties in Halifax have seen a notable increase in resident satisfaction, retention rates, and a vibrant community spirit.

Throughout her tenure at CAPREIT, Jessica McInnis has been instrumental in implementing numerous programs aimed at enhancing the resident experience across Halifax properties. One of the most notable initiatives she has spearheaded is CAPREIT’s National Resident Survey, a comprehensive endeavor that plays a pivotal role in understanding and addressing the needs of our communities.
Recognizing the importance of obtaining direct feedback from residents, Jessica conceptualized and facilitated the National Resident Survey, a vital tool that serves as the pulse of CAPREIT communities. The survey, meticulously designed by Jessica and her team, gathers invaluable insights into resident satisfaction, preferences, and areas of improvement.

The significance of the National Resident Survey lies in its ability to provide actionable data that informs strategic decisions and initiatives within CAPREIT properties in Halifax. Through detailed analysis and scrutiny of survey results, Jessica identifies trends, strengths, and areas requiring support across various communities.

Upon completion of the survey, Jessica leads her team in meticulously analyzing the gathered data, extracting meaningful insights, and distilling them into actionable strategies for CAPREIT’s operations team. These insights are then shared with property teams, empowering them with the knowledge needed to address specific areas of concern and further enhance resident satisfaction.

Jessica’s proactive approach to utilizing survey data as a catalyst for positive change has resulted in tangible improvements in the living experiences of CAPREIT residents. Through Jessica’s leadership, the survey has evolved into a dynamic tool that not only gauges resident satisfaction but also fosters a culture of transparency and accountability within CAPREIT communities. With Jessica at the helm of the National Resident Survey, CAPREIT continues to set new benchmarks for resident satisfaction and community engagement, solidifying its reputation as a leader in the rental housing industry.
In June 2023, Jessica McInnis spearheaded CAPREIT’s inaugural Tenant Insurance Month campaign, a pivotal initiative aimed at promoting resident safety and enhancing community well-being across Halifax properties. This campaign stands as a testament to Jessica’s unwavering commitment to safeguarding residents and fostering a culture of protection within CAPREIT communities.

Recognizing the critical importance of tenant insurance in safeguarding residents’ belongings and providing peace of mind, Jessica conceptualized and executed a multifaceted campaign. Her strategic vision and meticulous planning were instrumental in creating a campaign that not only raised awareness but also drove tangible results in terms of sign-up rates and resident engagement.

Throughout the month-long campaign, Jessica and her team delivered weekly updates and engaging activities to CAPREIT property teams in Halifax. These updates were disseminated through internal channels and emails, providing property teams with valuable resources and information to share with residents.

The campaign’s primary objective was to underscore the significance of tenant insurance, emphasizing its role in protecting residents’ valuables and ensuring financial security in unforeseen circumstances. By highlighting real-life scenarios and success stories, Jessica effectively communicated the tangible benefits of tenant insurance to residents, encouraging them to prioritize their safety and well-being.

Through targeted messaging and educational materials, Jessica empowered property teams to engage with residents on the importance of insurance coverage. The success of the Tenant Insurance Month campaign is evidenced by the record-breaking percentages of insured units achieved during this period. Properties such as Halifax Apartments, 19 Twenty Apartments, Cunard Apartments, Macdonald Apartments, The Welsford, and Spring Garden saw an impressive 80% resident sign-up rate for tenant insurance. Similarly, Ocean Brook Apartments, The Madison, Stonecrest Village, and Armenia Place achieved a commendable 70% sign-up rate.

Beyond the numerical achievements, the campaign fostered a culture of safety consciousness and proactive risk management within CAPREIT communities. Jessica’s leadership and tireless efforts ensured that residents were not only informed but also empowered to make informed decisions about their insurance needs.

In every aspect of her role as Senior Director of Customer Experience and External Relations, Jessica McInnis embodies the spirit of excellence, dedication, and innovation. Her impact on CAPREIT’s Halifax operations team is profound, resonating through the very core of our mission to create exceptional living experiences for our residents.

From pioneering initiatives such as the Resident Portal adoption program to leading the charge in increasing Google review scores, Jessica’s strategic vision has consistently driven positive change and elevated resident satisfaction to new heights. Her unwavering commitment to excellence is further demonstrated through her swift and effective responses to crises, ensuring that our communities remain resilient and supported in times of need.
Jessica’s leadership extends far beyond the realm of day-to-day operations. She goes above and beyond to provide personalized support, crafting custom communication plans for sites facing challenges and offering guidance on media inquiries and reputational management. Her proactive approach to resident engagement, evidenced by the success of community events and the Tenant Insurance Month campaign, underscores her commitment to fostering safe, thriving, and connected communities.

Furthermore, the implementation of CAPREIT’s National Resident Survey stands as a testament to Jessica’s dedication to data-driven decision-making and continuous improvement. By harnessing the power of resident feedback, she empowers property teams to address areas of concern, enhance services, and cultivate a culture of excellence.

In the dynamic landscape of property management, Jessica McInnis stands out as an example of leadership, innovation, and unwavering dedication. Her impact on the Halifax team is immeasurable, guiding them with wisdom, insight, and a relentless pursuit of excellence. Through her transformative programs, strategic expertise, and tireless advocacy for resident well-being, Jessica has truly made CAPREIT communities the best places to live.
As we reflect on Jessica’s remarkable contributions to our Halifax team, CAPREIT proudly nominates Jessica for the IPOANs Support Person of the Year Award.

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Company Name: Hazelview Properties
Employee Name: Angela Power
Job Title: Regional Administrator
Work Location: Halifax Regional Office
Years with Current Employer: 5, Years of Industry Experience: 13
Nominator Name: Atiya Khan
Email: akhan@hazelview.com, Phone: 6476190211

In the space provided, highlight why this employee is deserving of this award. Describe a challenge the nominee confronted and overcame to deliver services to properties? What was the outcome? Demonstrated leadership qualities?

I am writing to nominate Angela Power for recognition of her outstanding contributions and leadership within our company. Over the past five years, Angela has been an invaluable member of our team, demonstrating exceptional skills and dedication in her role.

Angela joined our team with a robust background in Property Management, bringing with her a wealth of knowledge and experience. Despite unforeseen medical circumstances leading to a shift in her role from Community Manager to Regional Administration, Angela embraced the change with grace and determination. For over two years now, she has served in Regional Administration, and her impact has been profound.

In her role, Angela has become one of our top administrators, consistently exceeding expectations and setting a standard of excellence for her colleagues. She leads with commendable integrity, providing the team with the resources and training necessary for success. Angela is not afraid to think outside the box, often suggesting innovative ideas to strengthen our portfolio and enhance team performance.

One of Angela’s greatest strengths lies in her communication skills. She effectively conveys expectations to team members and actively listens to their perspectives, earning her the respect of her peers. Angela fosters a culture of appreciation, consistently acknowledging the accomplishments of her colleagues and offering support when needed.

Angela’s work ethic is exemplary, characterized by an ownership mindset and an unwavering attention to detail. She consistently produces high-quality work that exceeds expectations and proactively addresses potential issues before they escalate. Her problem-solving abilities shine when dealing with residents, as she creatively finds solutions to their concerns and ensures the accuracy of resident records.

Moreover, Angela is a champion of diversity and inclusivity, contributing to a welcoming team environment where diverse perspectives are valued and respected.

Angela’s experience in social work with numerous health authorities and regional housing has endowed her with invaluable skills, particularly in handling sensitive situations with grace and professionalism. Her resilience shines through, enabling her to navigate challenges with a level head and unwavering determination. Angela’s patience is unmatched, allowing her to approach every interaction with empathy and understanding.

However, it is Angela’s exceptional communication skills that truly set her apart. Her ability to de-escalate tense situations, both with team members and residents, is unparalleled. Angela’s calm demeanor and active listening have a remarkable soothing effect, diffusing conflicts and fostering positive outcomes. Time and again, Angela has demonstrated her capacity to navigate even the most challenging conversations with tact and diplomacy. Angela’s approach to problem-solving and customer service is commendable. Her ability to investigate issues, stay calm under pressure, and effectively communicate solutions demonstrates a high level of professionalism and empathy. By educating residents on how to use the portal and explaining processes calmly, she not only resolves immediate concerns but also helps prevent similar issues from arising in the future. Angela’s patience and willingness to help are valuable assets in creating a positive resident experience and maintaining a harmonious community environment.

In essence, Angela’s background in social work has not only equipped her with valuable skills but has also shaped her into a compassionate and empathetic leader. Her ability to communicate effectively and de-escalate sensitive situations has been instrumental in maintaining harmony within our team and fostering a supportive environment for our residents.

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Company Name: Killam Apartment REIT
Employee Name: Erin Legare
Job Title: Operations Analyst
Work Location: Halifax
Years with Current Employer: 9 years, Years of Industry Experience: 9 years
Nominator Name: Megan Phillips (on behalf of Killam Management Team)
Email: mphillips@killamreit.com, Phone: 902-701-0555

In the space provided, highlight why this employee is deserving of this award. Describe a challenge the nominee confronted and overcame to deliver services to properties? What was the outcome? Demonstrated leadership qualities?

Erin is engaged with several departments across Killam both locally and nationally and is well-known and respected by her coworkers. She is always quick with a smile, a welcome and a “yes, what can I do to help” approach to her work. At Killam, she has worked as a Property Administrator in our residential portfolio, and as a Commercial Property Administrator. She currently works as an analyst in our operations department which includes supporting various aspects of the overall operations of our portfolio including the management of the Capital Budget.

In the run of a week, Erin can be streamlining a Capital Approval process, training new staff, analyzing the how and whys of a category spend, and providing assistance to our Marketing department.

Killam’s operations department is responsible for maintenance repairs across the country to ensure the needs of our properties and tenants are addressed. These maintenance items grown to be approximately 4% of our annual Capital Budget, and would consist of about 3000 jobs. To better manage this work, Erin has reviewed and analyzed the data regarding this work to allow our regional teams to understand and prioritize the work in order to better serve our tenants needs. It is a significant task and Erin’s work consistently assists our teams to better manage our work locally and across the country.

During the last 18 months, Erin transitioned from the Commercial Administrator at a busy multi-use complex to our operations Department. During this transition, Erin supported and maintained the work of both roles for several months. Erin’s strong work ethic and pleasant demeanor has made her a valuable member of our team. Her willingness to go over and above her job responsibilities and assist wherever she is needed – always with a smile and a positive attitude – is a testament to her excellent work ethic.

Aside from all the formal responsibilities Erin does for her team, she has also provided excellent support to our Marketing team, lending her photography and event management skills to many initiatives, and also provided photography services to a number of IPOANS events over the years!

We are very fortunate to work with Erin and want to recognize her good work and value to our Killam team.

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Company Name: Lawen Group
Employee Name: Katie Lewis
Job Title: Administrative Assistant
Work Location: Head Office
Years with Current Employer: 3, Years of Industry Experience: 3
Nominator Name: Erin McNutt
Email: erin@lawengroup.ca, Phone: 9024048055

In the space provided, highlight why this employee is deserving of this award. Describe a challenge the nominee confronted and overcame to deliver services to properties? What was the outcome? Demonstrated leadership qualities?

Katie is very solution driven. Her role as an Administrative Assistant means that her tasks are constantly changing and she learns and adapts every time always looking for the best solution along the way.
Katie is the direct contact for our after hours call center and recently she has had to navigate some challenges with call lists not being followed. With very little support she was able to update details needed and have the center review their protocols.
Katie covers for almost any position she can, either assisting accounts payable or marketing, not to mention large projects for our construction team. Katie is always looking to improve her skills and takes advantage of our professional development program in a way that better her skills, specifically excel and SharePoint awareness.
A new task for Katie is employee engagement, both head office and off site. For head office she planned a fun week of activities, and meals but creating a theme and the logistics which meant building a budget and submitting it for approval. There is nothing Katie is not willing to take on and learn. We have great plans for her here at the Lawen Group. We value her ongoing contributions and feel this award is tribute to her work ethic and commitment.
As a company of 65 our head office support staff is small, Katie is the tip of the sword and the first to offer to help. and if she doesn’t know the answer she finds it either by asking her teammates or researching and presenting solutions. She is the right hand to our 5 person executive team which means her role is invaluable to the entire operation.
In case you can’t tell we feel Katie is more than deserving of this honor.

Katie joined Lawen Group 3 years ago with little knowledge of the property management industry. She overcame her knowledge gaps by getting to know the onsite staff and Property Managers and because of her student mentality and being incredibly personable she was able to learn from each of them and they were happy to teach her. As Admin Assistant Katie is involved with our offsite as additional support for tenant concerns, supply approval, assisting with Kijiji postings, managing our after hours call service and among other things.

Recently Katie joined our JOHSC committee so that she could have another way of supporting not only our onsite staff, but our construction site teams as well. The committee exposed her to events/incidents that she would otherwise not know about. She has taken on managing our safety training matrix, not only negotiating pricing for training providers but ensuring that employee training does not expire. Resulting in great savings and efficiencies. In addition, she now conducts the safety orientation with all new hires and outlines their responsibilities within that program this includes building staff, maintenance, head office and construction.

Everything about Katie makes workflow easier, her demeanor (always smiling), she is calm and collected even in chaos, she displays incredible active listening (asks the right questions) and she is solution driven. This is who she is, it is makes work simpler for every person she interacts with.

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Company Name: Skyline Living
Employee Name: Lisa Azevedo
Job Title: Loss Prevention Coordinator
Work Location: Guelph, Ontario
Years with Current Employer: 5 years as of March 25, 2024, Years of Industry Experience: 15 years
Nominator Name: Dawn Morrison
Email: dmorrison@skylineliving.ca, Phone: 51982604396

In the space provided, highlight why this employee is deserving of this award. Describe a challenge the nominee confronted and overcame to deliver services to properties? What was the outcome? Demonstrated leadership qualities?

Since joining Skyline Living in March 2019, Lisa has transformed the position of Loss Prevention Coordinator.

In her role, Lisa ensures that Skyline Living is prepared, from an insurance and loss-prevention perspective, for any emergency at our 208 properties across Canada. For example, she ensures that all our properties are equipped with 72-hour emergency preparedness kits to assist in the event of a critical emergency, and, after the incident, she works with our Property Managers and Insurance Adjusters to ensure insurance claims are handled properly, keeping close track of actionable items so that nothing gets missed. Lisa’s goal is always to minimize interruption and maintain enjoyment of our properties for our tenants and their guests, as soon as possible after an incident.

Lisa has been instrumental in the preparation of Skyline Living’s Emergency Response Plans (ERPs), Domestic Water Emergency Response Plans (DWERPs), and Flood Emergency Response Plans (FERPs). These plans are critical because our teams use them to ensure safe and efficient responses to emergencies at our properties across the country.

With her diligence, attention to detail, drive to ensure that Skyline Living stays current on loss prevention initiatives at all our properties, and passion for staff training, Lisa has been instrumental in the improvement and development of loss prevention initiatives. From day one, upon seeing the challenges and areas of improvement for Skyline Living, Lisa has taken the lead in improving our risk rating with our insurers. Lisa was instrumental in creating Emergency Response Plans, building specific Domestic Water Emergency Response Plans, and Flood Emergency Response Plans (for our properties with a higher risk of exposure to this element) and she continues to keep these up to date at all of our properties. This supports Skyline Living as being viewed as a proactive multi-residential housing provider when it comes to loss prevention.

Lisa is dedicated to ensuring that Skyline Living recovers costs for repairs and replacement due to damage caused by negligence. She negotiates with liability insurers for amounts usually above the depreciated amount. Skyline Living can apply these funds directly back into our properties, which has a direct positive impact on the affected residential complex. This impacts our shared goal to keep our properties as well maintained as possible so we can respond quickly to have any repairs and replacements of damaged items handled with as little downtime as possible.

Lisa has helped navigate many property damage matters in Nova Scotia (some insurance-related and some not) and always keeps close track of actionable and completed items. This was extremely helpful when there was a sudden turnover of staff in the region; it enabled our remaining employees, as well as our new hires, to seamlessly carry on with handling outstanding items and wrapping up the claims. As a Loss Prevention Coordinator, she has demonstrated leadership qualities by contributing significantly to maintaining secure and well-managed properties, enhancing the overall satisfaction and safety of residents and stakeholders by:

Planning Emergency Response Procedures: Developing and regularly updating comprehensive emergency response plans to ensure quick and efficient reactions to various potential threats.

Providing Training and Education: to property staff on security protocols, emergency preparedness, procedures, and preventive measures.

Conducting Incident Investigation: Investigating incidents promptly and thoroughly, providing detailed reports to management

Examples of challenges that Lisa has had to navigate include:
September 2019: In response to Hurricane Dorian, Lisa kept in contact with our Property Manager in Nova Scotia to determine how the storm affected our properties. While none of our properties sustained extensive damage, they were still impacted. Lisa provided a comprehensive overview of the damage and communicated the situation to everyone who needed to know. This helped us determine if an insurance claim needed to be opened and to reassure our Residential Operations team that support was available if needed.

November 2019: One of our properties in Nova Scotia reported a fire due to an improperly disposed cigarette in an outdoor potted plant on a tenant’s balcony. Thankfully, no injuries or damage was reported, but the apartment building needed to be evacuated. Lisa assisted the Property Manager with administrative and procedural steps on how to best address the situation. It turns out there were damages, which were repaired quickly. We now have new tenants residing in the rental unit, the offending tenant has since vacated.

January 2020: One of our properties in Nova Scotia reported a flood due to a frozen radiator line. Luckily, the damage was contained to one suite. Lisa worked with the Property Manager to determine if the claim needed to be reported to insurance and provided ongoing assistance throughout the process so that the tenant was able to return to their apartment as soon as possible.

May 2021: Unreported mold was discovered in one of our apartment units during a building inspection at one of our Nova Scotia properties. Lisa was able to help the Property Manager with administrative steps to hold the tenant responsible for the cost to repair the damage, as they failed to report the mold.

September 2022: Hurricane Fiona caused damage to five of our properties in Nova Scotia. The buildings had extensive damage with flooding from overflowing storm drains, wind-damaging glass panels on balconies, railings and siding, and downed trees littering the properties. Flashing also had to be replaced and broken fence panels needed to be repaired. Lisa reported property damage claims and followed up on the progress of repairs and costs, communicating with our property insurer throughout the process to ensure that the claim was resolved as quickly and as seamlessly as possible.

February 2023: A radiator pipe burst at one of our properties in Nova Scotia, causing water damage in seven units as well as the first and second-floor common area hallways and the ceiling of the parkade. Because the incident was caused by a tenant’s negligence, Lisa worked with the tenant’s insurer to recover the costs and helped the Property Manager and Regional Director navigate the process.

September 2023: A grease fire set off the sprinkler system at one of our Nova Scotia buildings. While the fire was quickly brought under control with little damage to the unit, the sprinkler system created 3-5 inches of water in the unit and the first-floor hallway. Lisa opened a property damage insurance claim and followed up on the progress of repairs, communicating with our property insurer throughout the process to ensure that the claim was resolved as quickly and as seamlessly as possible.

July 2023: A significant one-day rainfall (250-280 mm) caused flooding in common areas, as well as damage to 7 units, at one of our Nova Scotia properties. Lisa opened a property damage insurance claim and followed up on the progress of repairs, communicating with our property insurer throughout the process to ensure that the claim was resolved as quickly and seamlessly as possible.

The more units and properties impacted by property claims, the more complex each situation is. Property damage claims involve working as quickly as possible to get tenants back into their units in cases where damage is too severe for them to return immediately. Keeping up-to-date records of all actions taken, costs associated, and outstanding actionable items helps our team members act quickly in the event of sudden turnover and ensure as little business interruption as possible.
Skyline Living’s leadership team speaks very highly of Lisa, and the impact that she has had:

Lisa does a great job of being organized, following up on insurance claims to ensure that there are no gaps in the required information, and keeping the whole team ahead of deadlines. Lisa offers valuable input, and advice and takes away a lot of the confusion associated with insurance claims. Lisa’s work on loss prevention initiatives, SOPs, Flood Emergency Response Plans, Domestic Water Emergency Response Plans, Emergency Response Procedures, and reducing Skyline Living’s overall liability exposure is a real asset to our teams in the field. Our Property Managers often operate in a fast, hectic, and demanding environment, and having the reassurance of Lisa’s guidance, support, and claim/loss prevention management helps ensure that no balls get dropped and helps to improve the stress level and work/life balance for our Property Managers in the field.
– Michael Richard, Director of Residential Operations, Skyline Living

Lisa is just about the most conscientious worker – where job-related details are concerned – that I’ve ever had the pleasure to work alongside. She follows up with her teammates, our vendors, and our insurance providers diligently. Lisa is one of a handful of individuals with whom I never worry about having to contact on matters of mutual concern. Lisa is unfailingly upbeat and helpful when approached and I appreciate her efforts enormously.
– Roberta MacLean, Director of Residential Operations (Retired), Skyline Living

Over the years, our tenants and staff in Nova Scotia have faced serious challenges due to weather-related events, most notably Hurricane Fiona in September 2022, the wildfires in Spring of 2023, and significant rainfall events in July 2023. Throughout these incidents, Lisa ensured that the emergency response plans were fully updated and accessible to all members of the team, often referencing directives issued by the local authorities and ensuring that local resources were kept up to date so that everyone could stay as safe as possible during these critical events.

Lisa has also been instrumental in the development and implementation of our Suitespot (Teamwork Property Operations Software program) process to ensure that problems at our residential complexes are quickly reviewed and addressed. Suitespot is a digital platform tool that helps facilitate the on-site operations of our buildings, allowing for the centralization of our business workflows as well as enhancing visibility, accountability, and reporting capabilities.

Lisa has been actively involved in workflows such as incident reporting (including impairment of safety, property damage, personal injury, illegal activity, harassment of staff, refusal of entry, pest control treatment refusals, and general incident conduct incidents). The implementation of this workflow has helped our teams to quickly escalate these issues. The goal is to keep our communities safe and enjoyable for everyone who works, lives, and visits us at Skyline Living, and Lisa has been instrumental in streamlining, developing, and implementing this process across all seven provinces where Skyline Living properties are located.

Lisa has shown dedication and commitment in her efforts to reduce our risk exposure and to keep our site staff equipped with up-to-date emergency response protocols to protect our people and properties. She is an exceptional employee and real estate industry professional, and we believe that she would be a worthy recipient of the 2024 IPOANS Support Person of the Year.

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Company Name: Southwest Properties
Employee Name: Brenda Muise
Job Title: Accounts Receivable Administrator
Work Location: Halifax
Years with Current Employer: 20+, Years of Industry Experience: 20+
Nominator Name: Brenda Stevenson
Email: lindsay.downie@southwest.ca, Phone: 902.818.8599

In the space provided, highlight why this employee is deserving of this award. Describe a challenge the nominee confronted and overcame to deliver services to properties? What was the outcome? Demonstrated leadership qualities?

At Southwest, we recognize and value our employees and strive to provide a workplace that encourages creativity, pride, and professionalism. We believe it’s important to formally recognize employees who demonstrate excellence, best exemplify our core values, and who make significant contributions to the delivery of our corporate mission.

Brenda Muise took on a huge task to make communicating with our tenants by email through Yardi more efficient for Leasing, Operations & Accounts Receivable department.

She spent several hours adding email templates & letters to meet department needs which are saved on tenant’s account for all referencing the account to see correspondence sent. Not only does this save time it also saves costs & environment on paper & envelopes.

She had done her own research & became more knowledgeable in the IT world. She also took the time to meet with colleagues to show them how useful the email tool works in Yardi & how to use the tool to make their job more efficient.

When encountering any issues within Accounts Receivable, Brenda steps up to solve the issue. Brenda is very knowledgeable in her position & a great resource to Southwest Properties.

Brenda Muise took on a huge task to make communicating with our tenants by email through Yardi more efficient for Leasing, Operations & Accounts Receivable department.

When encountering any issues within Accounts Receivable, Brenda steps up to solve the issue. Brenda is very knowledgeable in her position & a great resource to Southwest Properties.

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Company Name: Universal Realty group
Employee Name: Corrie Kingsley
Job Title: Accountant
Work Location: Halifax
Years with Current Employer: 23, Years of Industry Experience: 23
Nominator Name: Ashley Stewart
Email: astewart@univerlsagroup.ca, Phone: 902-880-0766

In the space provided, highlight why this employee is deserving of this award. Describe a challenge the nominee confronted and overcame to deliver services to properties? What was the outcome? Demonstrated leadership qualities?

Corrie’s unwavering support of the residential team and buildings is been incredible and fearlessly embraces challenges to find solutions. She goes above and beyond by prioritizing face-to-face communications and often donates personal time to help out the Residential Teams, by participating in open houses, mystery shopping and other special building projects.

Corrie is an active member of the social committee and is a valuable contributor for planning both employee and resident special events. Regardless of her workload she always finds time to assist our residential team with any questions, issues or even just a friendly check in.

Corrie provided excellent support during the rollout of our wireless debit machines resulting in enhanced convenience and efficiency for serving our residents. We are grateful for her dedication to ensuring the efficient operation of this newly launched program.

At any given time Corrie has supported our residential department with service excellence with her signature smile. It does not matter how big or small the issue is if one of the buildings call her or any staff member she will answer any question and make the situation right or find out who can.

Corrie’s efforts have directly impacted the success of Universal Realty Group making her an ideal recipient for this award.

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