Led a team of unionized staff in client and cultural services. Managed client database,special events, and local business partnerships for facility allocation, sports, recreation, and cultural programs.• Implemented a staff development and strategic plan alignment strategy, with HR request for broader implementation.• Utilized political acuity in dealing with politically charged or sensitive topics with local organizations and/or members of Council.• Conducted environmental scan for user fees and charges, developed four-year fees bylaw schedule while streamlining rate structure to increase departmental efficiencies• Reduced account errors to zero with improved resident/non-res account ID process• Implemented cost and time saving initiatives including key tag memberships, digitalsignatures, online facility intake forms, and self-serve birthday party reservations• Managed special events planning including coordination with licensing, insurance,SOCAN, AGCO, Clerks, Economic Development, Roads, and Facilities teams.• Enhanced the Town’s permit auditing process, greatly reducing lead time for collectionson insurance, signed paperwork, accounts receivable, and required items.• Oversaw the implementation and management of advertising across town facilities• Point person for difficult customers for de-escalation and resolution

Led customer and recreation services at The ROC. managed staff in the delivery of outdoor recreation programs, special events, and corporate partnerships.• Increased drop-in use of the facility amenities 153% above pre-pandemic levels through strategy development involving marketing campaigns, schedule adjustments, and improved client service.• Ensured adherence to cash handling policy and procedures for the facility, resulting in zero discrepancies• Surveyed clients to identify service delivery opportunities, with 77% increase in programs offered.

Supervised service delivery at the Orillia Recreation Centre within the recreation division.• Regularly audited client service delivery in all areas to comply with established service delivery standards using evaluation tools, staff performance evaluations, and other data.• Created a staff mentorship program to address succession planning and professional development of staff, mitigating turnover within the division.• Prepared and managed divisional budgets exceeding $3M; allocated staffing and departmental resources through data/budget analysis, and strategic planning.• Analyzed and adapted client service delivery to meet Provincial restrictions and local guidelines related to COVID-19, with zero reported cases of community transmission.• Managed Orillia’s Age-Friendly Community Needs Study and Action Plan; liaised partnerships with relevant committees, consultants, and Mayor and Council.• Digitized workflows related to payroll, budgeting, staff onboarding, and staff management, increasing efficiencies across the division.• Management level joint health and safety representative for the City of Orillia, ensuring compliance to Acts including: AODA, Occupiers Liability, Reg. 565, Reopening Ontario, and more.

Supervised staff and volunteers in the delivery of recreation programs across four facilities. Prepared the Recreation division to transition into its new multi-use recreation facility.• Created and implemented comprehensive training plans for staff teams of over 30.• Managed tenders exceeding $500,000 for the department• Developed schedules, staffing, and operating plans for the City’s new recreation centerwithin a defined budget.• Responsible for presentations to Mayor and Council, including awards ceremonies.• Managed a $1.3M furniture, fixtures and equipment budget for the recreation centerproject.• Ensured Municipal Freedom of Information and Protection of Privacy Act through standard operating procedures and comprehensive staff training.

Provided programming support to the Recreation and Culture department at indoor and waterfront facilities.• Developed tracking documents and procedures to improve the collection and analysis of program statistics, expenditures, employee certifications & other data.• Led a waterfront facility needs study with council approval and budget allocation to update all safety equipment and signage.• Re-developed accessibility focused learn-to-swim programs to better serve clients with disabilities.• Developed a co-op program with the York Region District School Board to address staff shortages and create financially accessible recreation.