Township Staff

Corporate Services Department

Don MacLeod

Chief Administrative Officer
Don MacLeod
Corporate Services Department
Phone: 519-485-2490 Ext 7226
Fax: 519-485-2520
Email Don MacLeod

Director of Corporate Services
Karen Martin
Corporate Services Department
Phone: 519-485-2490 Ext 7228
Fax: 519-485-2520
Email Karen Martin

Legislative Coordinator/Deputy Clerk
Alycia Wettlaufer
CAO / Clerk's Department
Phone: 519-485-2490 Ext 7250
Fax: 519-485-2520
Email Alycia Wettlaufer

Records Management
Coordinator/Executive Assistant
Lisa Teeple
Corporate Services Department
Phone: 519-485-2490 Ext 7229
Fax: 519-485-2520
Email Lisa Teeple

Customer Service Representative
Michelle McLellan
Corporate Services Department
Phone: 519-485-2490 Ext 7221
Fax: 519-485-2520
Email Michelle McLellan

Planner
Spencer McDonald
Oxford County Planning Department
Phone: 519-539-0015 Ext 3205
Fax: 519-485-2520
Email Spencer McDonald

Maggie McLaughlin

Corporate Services Intern
Maggie McLaughlin
Corporate Services Department
519-485-2490 x 7255
Email Maggie McLaughlin

Building and Drainage Department

Chief Building Official/Drainage
Superintendent
Mike Hughes
Building / Drainage Department
Phone: 519-485-2490 Ext 7224
Fax: 519-485-2520
Email Mike Hughes

Matthew Paul Deputy Chief Building Official / By-law Enforcement Officer
Mathew Paul
Corporate Services Department
Phone: 519-485-2490 Ext 7230
Fax: 519-485-2520
Email Mathew Paul

Jenna Gallman

Building Services Coordinator
Nicole van Breda
Building Department
Phone: 519-485-2490 Ext 7231
Fax: 519-485-2520
Email Nicole van Breda

Finance Department

Director of Finance
Diane Larder
Finance Department
Phone: 519-485-2490 Ext 7225
Fax: 519-485-2520
Email Diane Larder

Tax Collector/Deputy Treasurer
Lynda Thornton
Finance Department
Phone: 519-485-2490 Ext 7222
Fax: 519-485-2520
Email Lynda Thornton

Financial Services Clerk
Jenna Gallman
Finance Department
Phone: 519-485-2490 Ext 7237
Fax: 519-485-2520
Email Jenna Gallman

Public Works Department

Director of Public Works
Steve Oliver
Phone: 519-485-2490 Ext 7227
Fax: 519-485-2520
Email Steve Oliver

Foreman - Embro Works Yard
Scott Simmons
Phone: 519-485-2490 ext 7265
Email Embro Shop

Foreman - Kintore Works Yard
Derek Collins
Phone: 519-485-2490 ext 7260
Email Kintore Shop

Recreation Department

Matt Brown Director of Recreation & Facilities
Matthew Brown
Phone: 519-485-2490 Ext 7243
Fax: 519-485-2520
Email Matthew Brown

Supervisor of Recreation & Facilities
Jason McEachnie
Phone: 519-485-2490 Ext 7244
Fax: 519-485-2520
Email Jason McEachnie

Stephanie Starchuk Recreation Program Coordinator
Stephanie Starchuck
Phone: 519-485-2490 Ext. 7242
Email Stephanie Starchuck

Protective Services

Fire Chief / CEMC
Deanna Kirwin
Protective Services
Phone: 519-485-2490 Ext 7240
Cell: 519-617-4606
Fax: 519-485-2520
Email Deanna Kirwin

Embro District Chief
Matt Cockle
Phone: 519-485-2490 Ext. 7270
Email Embro Fire Department

Thamesford District Chief
Andy Martin
Phone: 519-485-2490 Ext. 7275
Email Thamesford Fire Department

Uniondale Deputy District Chief
Matt Hopkins
Phone: 519-485-2490 Ext. 7280
Email Uniondale Fire Department

Customer Service Standards

The Township of Zorra Strategic Plan identifies “Strengthening our Customer Service” as one of the strategies under “We are an engaged community” goal.

The Township of Zorra is committed to providing a high standard of service to all customers. Customers include staff, residents, business owners, visitors and other stakeholders.

The standards outlined in this document are a reflection of “Strengthening our Customer Service” and the Township’s commitment to:

Provide exceptional customer service
Enhance communications with customers and staff
Reduce calls and inquiries from being “bounced around” internally
Provide service excellence at all levels within the Township and focus on the key drivers of customer satisfaction to:
- Respond and acknowledge receipt of customer contact within a reasonable time frame
- Provide accurate information and/or the avenue for the customer to receive it
- Provide fair and consistent treatment
- Be polite and respectful
- Provide a response and ensure completeness of service or request
Align with the Corporate values:
- Trust - The trust between community members is what makes Zorra an inclusive community. Community trust is built through sensible planning, reliable services and public engagement.
- Respect - The residents of Zorra come from diverse backgrounds. It is through respect for the varied backgrounds and experiences that common ground can be achieved.
- Innovation - Zorra must a community which embraces change. It must remain open to all ideas to become a flexible, progressive municipality which can successfully anticipate and adapt to changing environments.
- Accountability - Council and staff must be accountable to Zorra residents and be responsible for actions and inactions.
- Teamwork - We will work cooperatively at all levels of the organization and community to accomplish the Township's objectives and to provide our residents with quality service.
- Transparency - We will conduct all affairs for the Township openly and with complete transparency, except where prohibited by law.These guidelines set minimum standards to communicate with customers efficiently and respectfully.

Response Times

Telephone

Customer calls are returned as soon as possible when they are received. As a general rule, telephone calls will be returned within two (2) business days.

Staff’s response, within two business days, may not provide a complete resolution, but will be an acknowledgement that the message has been received. Staff should also provide an indication of any further action that will be taken to resolve the issue.

Email

Customers will receive an initial response to an email inquiry within two (2) business days. This refers to both internal and external communication.

Written Correspondence
Customers will receive a response to a general inquiry within five (5) business days.

Social Media

The Corporate Services Department is responsible for monitoring and responding to social media on behalf of the Township of Zorra. Responses will be dealt with during normal working hours.

Complaints/Compliments

When customer service standards have not been met, such as phone calls or emails not returned within two working days, please email us with details. Detailed information should be provided such and email trails or details of correspondence.

Where staff have excelled in providing customer service, it is important that we be made aware. This will assist in tracking and improving our customer service. Emails can be sent to report excellent customer service.

Detailed reporting on our customer service will be reviewed annually by Council and senior staff.