Meet Your SHSC Customer Care Toll-Free Line Housing Experts
In launching the SHSC Customer Care Toll-Free line, it was paramount for us to have highly experienced, knowledgeable housing experts, with many years of work in the sector, to be the ones managing and taking your calls.
Here is a chance to meet the people who will be on the other side of your telephone call or e-mail:
Charles (Chuck) Dowdall, Director, Client Services, SHSC.
In May 2009, Chuck was appointed the Director of Client Services for SHSC bringing with him over 25 years of customer service experience from the private sector.
Chuck began his career in social housing in 2002 as Manager of Social & Non-Profit Housing for the municipality of Prince Edward-Lennox & Addington Counties. In January 2006, Chuck relocated to Toronto and spent one year with the Ontario Non-Profit Housing Association (ONPHA) as the Manager of Local Networks before spending a year in 2007 as an independent consultant and facilitator.
Chuck joined SHSC in January 2008 as a Business Consultant where he assumed the primary role of delivering workshop instruction to approximately 4,000 non-profit housing sector staff and board members on operational, financial, legislative, and procedural protocols.
In addition to his professional career, Chuck is very actively involved in the non-profit sector and academic sector sitting on a total of 13 boards. Chuck was a prior board member of SHSC from 2004-2006 representing small rural service managers.
John Osmond, Manager of Client Services, SHSC.
John Osmond joined SHSC in July 2006 as a Stakeholder Relations Co-ordinator with the energy management team, which ultimately became SHSC subsidiary, GLOBE (Green Light on a Better Environment). GLOBE supports housing providers in their conservation efforts and helps them to navigate the world of energy.
John has been involved in social housing since May 1995, when he became the Residence Manager for 127 Isabella Non-Profit Residence Inc. He remained in that position for 5 years. Prior to that, he spent more than 10 years in customer service-related roles in the hospitality and retail sectors.
From early 2000 until 2006, John worked for the Ontario Non-Profit Housing Association as a Municipal Relations and Member Support Coordinator, where he helped to establish the network of Local Liaisons. During his time at ONPHA John also assisted non-profit housing providers to understand the Social Housing Reform Act 2000 and its associated regulations.
In addition to his work in the housing sector, John has served on the board of directors for Myrmex Non-Profit Housing.
Lori-Anne Gagne, Manager, Stakeholder Relations, SHSC.
Lori-Anne Gagne joined SHSC in January 2009 bringing with her over 20 years experience in the social housing sector through various organizations and perspectives.
She began her social housing career in 1986 when she joined Vigneault & Co/Cie., a Development Consulting firm in Northern Ontario. During this time, Lori-Anne assisted in the development of almost 100 projects including on-reserve and urban native housing along with non-profit and co-operative housing throughout northern Ontario.
In 1992, Lori-Anne branched out on her own to operate a highly successful property management firm in Sudbury, Marlor Management, specializing in non-profit and co-operative housing management. During her 14-year tenure as owner/operator of Marlor Management, Lori-Anne gained a valuable appreciation of the challenges faced by providers in trying to deliver safe, affordable, community housing to its residents.
Lori-Anne relocated to southern Ontario in 2006 to join the Agency for Co-operative Housing. In her role as Ontario/PEI Team Leader, she was charged with the overall administration of 300 federally funded co-operative housing projects throughout the two provinces. Lori-Anne led the Ontario/PEI team of 10 Relationship Managers through the crucial start-up years with a focus on exceptional client service delivery while assisting providers with program compliance.
Lori-Anne has also volunteered in several capacities related to housing including, Board member and co-operative housing representative of SHSC from 2002-2006 and Member of the Policy Committee for SHSC.
Monique Volpe, Policy Advisor, SHSC.
Monique Volpe joined SHSC in July 2009 as a Policy Advisor bringing with her 18 years experience in the social housing sector.
Her career began in 1993 as a Community Housing Worker with Homes First Society in Toronto. She remained with the organization managing many housing projects until she joined the Housing Division of the Ministry of Municipal Affairs and Housing in 1999.
Over the years, she has become known as an expert on the SHRA and the Rent Geared to Income Program. Monique was one of the lead trainers for the ministry in 2001-2002 helping municipal service managers establish their portfolios.
Originally from Oakland, California, Monique moved to Toronto in 1990.