Haven: Home, Safe was quick to pivot its service provision when Covid-19 struck.
All employees who can, are now working from home for the foreseeable future. Those involved in, or supporting, critical operations have continued to attend their normal workplace with processes in place to help protect them and Haven’s clients. That includes operating robust protocols for health and hand hygiene, increased cleaning procedures, workplace access restrictions, social distancing, and the introduction of tele-consults.
A Virtual Concierge and tele-consult service has been installed at its Preston, Bendigo and Mildura offices.
‘The Virtual Concierge staff member welcomes clients, directs them to interview rooms, answers queries, provides assistance and schedules appointment,’ says Haven’s Communications and Marketing Director Sue Masters.
Haven’s website has been revamped, as has its intranet, HomeBase, which has a wide resource of state and federal government resources in web links and PDFs. There is tailored content for staff, with items for distribution for clients and tenants.
Staff contacted more than 500 vulnerable clients to keep them informed about Haven’s service delivery during the pandemic, using a telephone template to ensure the calls covered all required subjects in a consistent and informative way. Staff had to assess what information clients needed to ensure they fully understood the seriousness of the actions they need to take.
Haven has also launched a housing sector webinar series, Life in Lockdown, with the third held on Friday featuring Canadian Jim Steele, the CEO of Windsor Essex Community Housing Corporation.
Windsor Essex CHC is the fourth largest social housing provider in Ontario with 4708 homes housing about 12,000 seniors, parents, children, singles, and persons with special needs. Click here to view the webinar or go to Haven’s Facebook page.