Support Person of the Year

Company Name: CAPREIT
Employee Name: Jessica McInnis
Job Title: Senior Director, Customer Experience & External Relations
Work Location: 11 Church St Suite 401, Toronto, ON
Years with Current Employer: 9 Years, Years of Industry Experience: 25 Years
Nominator Name: Jennifer Bateman
Email: j.bateman@capreit.net, Phone: 902-405-3936

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, CAPREIT’s Senior Director of Customer Experience and External Relations, exemplifies CAPREIT’s mission to achieve exceptional results within its communities while continuously enhancing the residents’ experience across its extensive portfolio. Having dedicated over nine years of service with CAPREIT, Jessica is a deeply valued leader within the organization. Her unwavering commitment to resident satisfaction has provided essential support and direction to the Halifax team.

Jessica is a visionary leader, whose strategic initiatives consistently deliver exceptional and measurable outcomes. Her efforts go beyond resident engagement, delving into the vital realm of online reputation management. A notable example is the Google Review Program. Tasked by CAPREIT’s Senior Leadership Team, Jessica developed a comprehensive strategy aimed at enhancing online presence by promoting resident engagement and cultivating positive feedback. This initiative has empowered site teams to proactively request and manage reviews for their properties.

With over 87% of customers in 2024 engaging with businesses that have a 3–4-star Google rating, maintaining a strong online presence became crucial. Recognizing the need to stand out in a competitive market, Jessica and her team confronted the daunting challenge of significantly boosting property Google reviews. By focusing on improving ratings, they effectively increased the visibility and reputation of the Halifax team’s properties, attracting more prospective residents, and ensuring better service delivery. Since its inception, Jessica’s program has resulted in a substantial increase in positive reviews, elevating Halifax’s average score from 1.4 out of 5 to an incredible 4.0 out of 5.

Jessica’s strategic efforts successfully elevated ratings to an impressive average of 4-5 stars. By implementing a structured review cycle for property groups, she ensured a consistent focus on securing reviews. This approach led to over 220 positive reviews in 2024, solidifying CAPREIT’s trusted online presence. Earlier, in 2022, the Halifax team received 684 four- and five-star reviews, followed by 232 more in 2023, further strengthening their reputation.

As part of Jessica’s strategy, she empowered site teams with a suite of resources, including pre-designed resident events, vibrant posters, clear signage, and handy cards featuring QR codes. These codes provided residents with seamless access to their community’s Google review page, simplifying the review process and driving higher engagement. Due to Jessica’s efforts, the Halifax team’s average NPS score (net promoter score) has risen to an impressive 33% above CAPREIT’s national average.

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.

One of Jessica’s most notable accomplishments is her leading role in the creation and implementation of CAPREIT’s Resident Portal. She developed an adoption program that educated residents on its benefits and empowered the Operations team to promote it. This on-going initiative resulted in an impressive resident sign-up rate of 87.4%, meaning 2919 of 3340 units across the entire Halifax portfolio registered for the portal in 2024, proving the program’s effectiveness and residents’ engagement with the new platform.

Jessica leads a team dedicated to keeping residents updated on features and improvements that enhance their living experience. Her team addresses all resident reviews and concerns within 24 hours and delivered over 4,591 notices for the Halifax team via the Resident Portal in 2024. She also equips the frontline Operations teams with essential templates that adhere to CASL regulations, custom communications, and unwavering guidance and support – especially during time sensitive emergencies. By ensuring residents are well-informed and supported, Jessica has dramatically improved communication for the Halifax team, resulting in more efficient service and maintenance ticket handling. This outstanding achievement is evidenced by the Halifax team’s overall Recommend score of 8.02 out of 10 and a Happiness score of 82.3% for service and maintenance ticket requests. These exceptional scores reflect the high satisfaction levels of residents across all 18 properties.

Jessica has been pivotal in crafting communication strategies for properties facing unique challenges. Her team excelled in keeping residents informed during major repairs and renovations, such as the Dr. Alfred Waddell Street development under the Cogswell Exchange project. These efforts not only addressed resident concerns but also clearly conveyed CAPREIT’s actions.

Amid unprecedented matters, Jessica continues to provide essential guidance to the Halifax team, particularly in managing reputational matters. By proactively monitoring public forums and media platforms, she enables CAPREIT to address issues swiftly. Her leadership ensures prompt resolution of concerns, strengthening CAPREIT’s public image and reputation.

Jessica’s transformative impact on the Halifax team makes her an ideal candidate for the IPOANS Support Person of the Year Award. She has revolutionized operations by introducing effective methodologies to address time-sensitive issues, significantly enhancing efficiency and service delivery. Her strategic foresight and leadership have allowed her to navigate challenges and seize opportunities. Jessica’s unwavering dedication to resident well-being has fostered thriving, supportive CAPREIT communities. Her commitment to resident well-being ensures CAPREIT communities not only meet but exceed expectations, fostering a thriving and supportive environment.

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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: 6, Years of Industry Experience: 14
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?

Behind every successful team is someone who makes the impossible look effortless. For Hazelview Properties in Nova Scotia, that person is Angela Power. As Regional Administrator, Angela doesn’t just manage operations—she elevates them. Her leadership, innovation, and unwavering commitment have made her an essential part of Hazelview’s success story in the region. Angela is the steady hand guiding teams, the supportive mentor empowering colleagues, and the strategic mind delivering real, measurable results.

A Leader Who Lifts Others Up
Angela’s impact starts with people. She’s a mentor to Community Managers and on-site teams, providing hands-on training and fostering a culture where collaboration thrives. Her ability to empower others has transformed site teams into high-performing, cohesive units. Colleagues describe feeling “valued, heard, and inspired to take initiative” under Angela’s guidance.

Driving Operational Excellence That Shows on the Bottom Line
Angela manages complex administrative processes with unmatched precision. Her proactive approach to accounts receivable management has maintained some of Hazelview’s lowest arrears rates, directly contributing to the portfolio’s financial health. Through her efficient handling of critical site services, she ensures budgets are met—and often exceeded.

Seamless Communication Across Teams
Angela is the bridge between site teams, operations, and head office. Her clear, empathetic communication builds trust, ensures alignment, and keeps workflows smooth. She has a rare talent for turning big-picture goals into actionable strategies that make life easier for everyone—from residents to staff.

A Crisis Handled with Grace and Grit
In 2024, Hazelview’s Nova Scotia portfolio faced an unprecedented staffing shortage. With several Community Managers on leave, operations were at risk. Angela took charge. She assumed multiple roles, managing lease renewals, rent collection, and resident communications—all while fulfilling her own demanding role. She also onboarded and trained temporary staff at lightning speed.

The Results:
-Maintained 100% on-time rent collection during the staffing crisis.
-Delivered uninterrupted services, with glowing feedback from residents.
-Stabilized staffing by successfully onboarding three new Community Managers.
-Angela didn’t just hold the fort—she strengthened it.
-A Champion of Innovation and Culture
Angela introduced a digital filing system that streamlined document retrieval, improved compliance, and saved valuable time. But perhaps more importantly, she fosters a culture of inclusivity and respect where every team member feels they belong.

Why Angela?
Her leadership, innovation, and unwavering dedication make her a clear choice for the IPOANS Support Employee of the Year Award.

Angela Power is the backbone of Hazelview’s Nova Scotia operations support team. With a background in social work and regional housing, she brings empathy, resilience, and professionalism to everything she does. Angela consistently goes beyond her role to empower site teams, streamline operations, and enhance the resident experience. Despite mobility challenges, her unwavering commitment and dedication continue to inspire those around her.

Rising to the Challenge: Time-Sensitive Leadership
In early 2023, an unexpected staffing change left one of Hazelview’s key properties without a Community Manager—just days before critical month-end deadlines. Lease renewals, rent collection, and resident communications were at risk of falling behind, threatening revenue and resident satisfaction.

Angela immediately stepped in, assuming full administrative responsibility for the property while continuing her regional role. She reviewed lease files, issued renewal notices, processed rent payments, and personally contacted residents to ensure continuity of service.

The Results:

-Maintained 100% on-time rent collection, avoiding revenue loss.
-Ensured seamless resident services, preserving trust and stability.
-Reassured site teams and residents alike, demonstrating calm, decisive leadership during a potentially destabilizing time.
-Innovating for Efficiency: Streamlined Digital Workflows
-Recognizing inefficiencies in how administrative tasks and resident communications were handled, Angela took the initiative to design and implement a centralized digital filing and task management system tailored specifically to Hazelview’s Nova Scotia operations.

Key Features:

Digitized resident records, allowing for quicker access and improved accuracy.
Standardized templates for lease agreements, notices, and communication.
A shared task tracker enabling real-time prioritization and accountability for site teams.

The Impact:

-Reduced administrative processing time by 30%, giving site teams more capacity to focus on resident engagement.
-Enhanced compliance and audit readiness with improved documentation accuracy.
-Strengthened collaboration between regional and site teams, reducing errors and improving service delivery.

Leadership That Builds Community
Angela’s leadership goes far beyond processes and systems. She’s known for her compassionate approach, helping de-escalate sensitive situations and educating residents with patience and transparency. Her mentorship has fostered stronger, more confident site teams, and her commitment to open communication has contributed to a more harmonious living environment for residents.

Why Angela?
Angela Power exemplifies service excellence, innovation, and leadership. Her dedication has directly improved operational efficiency and resident satisfaction across Nova Scotia. We are proud to nominate her for the IPOANS Support Employee of the Year Award.

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Company Name: Killam Apartment REIT
Employee Name: Hayley Donovan
Job Title: Senior Leasing Representative
Work Location: Halifax
Years with Current Employer: 6, Years of Industry Experience: 6
Nominator Name: Trevor McCann
Email: agour@killamreit.com, Phone: 902-455-1647

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?

Hayley Donovan is one of Killam’s Senior Leasing Representatives active in the Halifax Regional Municipality. She has been with Killam for six years, starting with our team in Ottawa and moving to Halifax in 2020.

Hayley is deserving of this award because she exemplifies the qualities of teamwork, leadership, and excellence in support services. Her proactive approach and innovative solutions have significantly improved our operations and tenant satisfaction.

With the recent changes in market demand, Hayley faced the challenge of streamlining unit turnovers while maintaining high standards for showings. She collaborated with the property manager to implement a grace period for units to become market-ready, allowing for prioritized back-to-back turns without neglecting upcoming vacancies. Hayley also built strong relationships with contractors, coordinating with them to ensure units were empty during showings, thus making the best impression on prospects. This initiative not only improved the efficiency of our operations but also enhanced the overall tenant experience.

Hayley’s efforts resulted in a more organized and efficient turnover process, leading to higher tenant satisfaction and better occupancy rates. Her ability to manage and prioritize tasks effectively ensured that no vacancies were overlooked, and all units were presented in the best possible light.

Hayley is a natural leader who provides invaluable assistance and training to her leasing team. She has been instrumental in training our administrators and assistant property managers, fostering a collaborative and supportive work environment. Hayley ensures her team has access to proper guidance, training, and safety devices, and she onboards and manages at least two summer students each year, helping them gain professional exposure and experience.

In addition to her leadership within the leasing team, Hayley has taken the initiative to create a YouTube space with a full library of apartment videos for all of her buildings. She shares these videos with prospects, on-site teams, and property managers, enhancing our marketing efforts and improving communication. Hayley also leads and trains other on-site teams and leasing representatives on taking videos, pictures, and staging units for showings, further demonstrating her commitment to excellence and teamwork.

Hayley consistently goes above and beyond her job description, demonstrating exceptional teamwork, leadership, and dedication. She offers training to administrators and assistant property managers, provides guidance on software and team building. Hayley especially puts great effort into building the resident manager team up for success. She regularly hosts team coffee breaks and encourages discussion among the team on leasing concerns and offers her help where necessary.

Hayley maintains open communication with her team and the property management team, offering professional support and assisting with move-in/move-out cleanings and inspections during busy seasons. She has been instrumental in hosting tenant events, ensuring a positive experience for both current tenants and prospects.

During the busy September 1st period, Hayley took it upon herself to support multiple properties. She brought food to those doing repairs, painting, and cleaning, and even participated in the cleaning herself. Her willingness to help with any task that needed finishing ensured that all jobs were completed on time, demonstrating her commitment to the team and the tenants.

Hayley played a crucial role in Killam’s adoption of AI technology and the new Chatbot. As one of the first Senior Leasing Representatives to participate in the pilot, she tackled the challenges head-on, arranging schedules, educating other leasing reps, and guiding them through training. She included Resident Managers and Property Managers in the process, ensuring a smooth transition. Hayley’s efforts in implementing this new AI technology has streamlined the leasing process, making site work simpler and more efficient. Her success in training and supporting teams, even in parts of New Brunswick, highlights her dedication and expertise.

Hayley is a proactive and passionate employee who sees her role through to the end of a tenant’s tenancy. She ensures tenants have a great first impression of Killam, enjoy their home, and have a proper closing when they move on. Her leadership, commitment, and ability to go above and beyond make her deserving of this award.

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Company Name: MetCap Living Management Inc
Employee Name: Ashley Shea
Job Title: Accounts Payable Supervisor
Work Location: Halifax, NS
Years with Current Employer: 10, Years of Industry Experience: 14
Nominator Name: Angie Craig
Email: angie.craig@metcap.com, Phone: 902-401-2803

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 thrilled to nominate Ashley Shea, our Accounts Payable Supervisor, for the Support Person of the Year award. Ashley consistently goes above and beyond in her role, demonstrating an unparalleled commitment to her work and her colleagues.

Ashley is always available to answer questions and lend support, making her the go-to person in her department. Her expertise in her field is unmatched, and she approaches every challenge with diligence, ensuring that she never misses a deadline or target. Colleagues frequently turn to her for guidance and extra training, and she is always willing to share her knowledge with a smile.

Her reliability and positive attitude make her a pleasure to work with. It’s clear that Ashley’s heart is in her job, and her passion shines through in everything she does. Beyond her professional accomplishments, Ashley is also immensely creative; in her free time, she enjoys crafting and has gained a reputation for her skills with the Cricut, famously designing our impressive company holiday cards.

Additionally, Ashley has dedicated countless volunteer hours with the Girl Guides of Canada, specifically in the Pathfinders program, where she has mentored and inspired young girls in her community through various initiatives. Her commitment to helping others extends beyond the workplace, making her an invaluable asset to both our team and the community.

For these reasons and more, I believe Ashley Shea is a deserving candidate for Support Person of the Year. Her remarkable contributions and unwavering support truly make a difference every day. Thank you for considering her nomination.

Ashley’s willingness to go above and beyond is evident in multiple situations that highlight her commitment to the team and the organization.

Ashley is comfortable to step outside her job description to meet time-sensitive deadlines or objectives. She can often be found staying late to support her team with any questions and also personally take extra tasks to alleviate the strain on her colleagues.

Ashley often finds ways to make it simpler for team members to navigate and manage the workflow.

Her unwavering commitment to supporting her team and improving processes truly makes her deserving of the Support Person of the Year award.

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Company Name: Paramount Management
Employee Name: Merissa Gerrior
Job Title: Property Administrator
Work Location: 1245 Barrington St, Halifax
Years with Current Employer: 8, Years of Industry Experience: 8
Nominator Name: Janie Hachey (on behalf of Jeremie Bourque)
Email: jhachey@lawengroup.ca, Phone: 9024076372

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?

Merissa has been working for Paramount Management for almost 8 years and is a remarkable property administrator whose dedication, leadership, and commitment to excellence have significantly impacted our organization. During a major departmental reorganization, she stepped into a more senior role without hesitation, taking on additional properties while maintaining the highest level of service. She supports 17 people, 50 properties, and 2000 residential units.

A key challenge she faced was balancing an increased workload while ensuring no disruption to property operations or delays in accounting process. Despite the pressure, she maintained clear communication with all stakeholders, ensuring issues were addressed promptly and efficiently. Through her adaptability and accountability, she reinforced team cohesion and strengthened our department’s ability to deliver outstanding property management and corporate services. Her ability to manage competing priorities while upholding quality of service and meeting deadlines demonstrates her leadership and unwavering commitment to her team and the properties we manage.

When a new challenge arises, Merissa is always open to leading the team to gather suggestions and find an effective solution.

Merissa has demonstrated exceptional leadership and dedication by stepping beyond her job description to train two new staff members during a critical departmental transition. Merissa took the initiative to ensure new team members were set up for success by guiding both new hires during their onboarding process. Through her proactive mentorship, she gradually introduced new staff to their responsibilities, ensuring they were exposed to tasks in a structured and manageable way. This approach not only shortened the learning curve and enabled new staff to contribute effectively sooner, but also simplified complex tasks, making them easier to understand and execute with confidence. Additionally, by stepping into a leadership role within the team, she remained a point of contact for ongoing support for not only her own administration team members, but Resident Managers, Property Managers, and others across the organization as well.

Merissa remains an integral part of the administration team, and we are proud to nominate her as Support Person of the Year.

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Company Name: Southwest Properties
Employee Name: Melany Cullen
Job Title: Property Administrator
Work Location: 1315 Lower Water Street, Halifax NS
Years with Current Employer: 3, Years of Industry Experience: 5+
Nominator Name: Mary Ann Peacock & Lindsay Downie
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?

To us, our properties are so much more than just a collection of walls under a single roof. Employees are encouraged to be innovative and go above and beyond for our internal and external customers.

We recognize and value our employees and strive to provide a workplace that encourages creativity, pride, and professionalism. We believe that it is important to formally recognize and reward employees who demonstrate excellence, best exemplify our core values and who make significant contributions to the delivery of our corporate mission.  For this reason, we feel Melany Cullen is deserving of this award.
Melany Cullen is the Property Administrator for Bishop’s Landing and Cunard Residences is deserving of Support Person of the Year due to her exceptional performance during an extremely busy year for her properties. Melany’s ability to navigate the complexities and the somewhat chaotic opening of a new residential building showed her professionalism and leadership.

She created new processes that layered construction deficiency lists with operational in-inspections to create one data base to ensure items were not missed and the outcome satisfied residents. In addition, she continuously stepped up to help at resident and company events and was more than willing to offer up her personal time to be involved – yet always completing her work responsibilities.

Property Administrator Melany Cullen exemplifies Southwest Properties’ purpose to go beyond the necessary to provide exceptional customer service – ensuring resident satisfaction and smooth property operations.

We like to recognize employees who are making an impact in customer experience, financial performance and innovation within our company. Melany’s attentiveness to processes crossed into our corporate pillars of ensuring the best customer experience, as well as impacting performance with efficiencies.

Melany’s work accomplishments over the last 12 months have been superior. Not only did she fill her role as a Property Administrator by efficiently managing work orders, coordinating contractors, and processing turnover checklists she also played a key role in the opening of our new property, Cunard Residences.

From finding efficiencies in our processes with suite in-inspections and recording minor deficiencies, she was collaborative across several departments to ensure the resident experience was positive from an operational standpoint.

Melany’s quick reaction in pinpointing an area for improvement in our process for recording suite inspection for new builds resulted in a comprehensive database for better tracking. During an extremely hectic period of opening a 231 multi residential building she always displayed professionalism when dealing with stressful day-to-day responsibilities of supporting her leader and site team members.
Melany stepped up beyond her defined role, demonstrating adaptability, problem-solving skills, and an unwavering commitment to ensuring a seamless transition for both residents and staff. Recognizing the challenges that come with new development openings, she took the initiative to create and implement new processes that improved efficiency and streamlined an operational need. Melany’s efforts helped establish clear workflows that benefited not only the property but also future new building openings.

Collaboration was key to the success of this project, and Melany’s excelled in working across multiple stakeholders—including the site team, office staff, construction teams, and the client. She acted as a bridge between departments, ensuring that information flowed smoothly and that critical details were addressed. Her proactive approach and dedication to delivering excellence made an impact on the success of this building launch. She not only met the demands of her role but elevated it, setting a new standard for property administration in complex, high-pressure environments.
For these reasons, we feel that Melany Cullen is well-deserving of Support Person of the Year.

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Company Name: Universal Realty Group
Employee Name: Brittany Brown
Job Title: Human Resources and Payroll Coordinator
Work Location: Halifax, NS
Years with Current Employer: 3, Years of Industry Experience: 3
Nominator Name: Tanisha Wilson
Email: twilson@universalgroup.ca, Phone: 9028023226

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?

Brittany embodies the essence of a Support Person of the Year by consistently going beyond the expectations of her role as HR & Payroll Coordinator. Her dedication extends far beyond administrative duties she has become an invaluable asset to the Residential team, providing research, data analysis, and strategic support that have significantly improved operations.

One of the most notable challenges Brittany took on was assisting a staff member in navigating the complex and often overwhelming immigration process. Recognizing the difficulty of obtaining Permanent Residency, she guided the employee through every step, ensuring all paperwork was completed correctly and deadlines were met. Thanks to her diligence and unwavering support, the staff member successfully obtained Permanent Residency, a life-changing achievement that would not have been possible without her help.

Taking this a step further, Brittany saw the need for a structured approach and took the initiative to develop an internal immigration support program. This program has since allowed Universal to assist other employees facing similar challenges, reinforcing our commitment to supporting our workforce in meaningful ways.

Beyond HR and payroll responsibilities, Brittany has contributed significantly to operational efficiency.
– She created a streamlined spreadsheet for the Clothing & Uniform Allowance
– Conducted in-depth market surveys to aid department decision-making
– Assisted in comparing laundry machine costs to optimize spending.

Her ability to step into various roles and provide insightful solutions demonstrates her leadership, adaptability, and deep commitment to the company’s success.

Brittany’s initiative, problem-solving skills, and unwavering support for her colleagues make her an outstanding candidate for this award. Her contributions have had a lasting impact on the organization, improving both employee experiences and operational efficiencies.

Brittany has repeatedly proven her ability to step up in time-sensitive situations, ensuring that crucial projects are completed efficiently and accurately. A prime example was her work on the Clothing & Uniform Allowance process. Recognizing that the existing method was disorganized and time-consuming, she proactively designed a detailed spreadsheet that streamlined tracking and distribution. This allowed for better budgeting and ensured employees received their allowances promptly, ultimately reducing delays and frustration among staff.

Additionally, when the Residential team needed urgent market survey data to make informed decisions, Brittany took the lead in gathering, analyzing, and presenting key insights. By swiftly compiling cost comparisons for laundry machines, she provided decision-makers with the information needed to optimize resources while staying within budget. Her ability to efficiently collect and interpret data ensured that these time-sensitive matters were handled with precision, allowing leadership to take immediate action.
Perhaps one of her most impactful contributions was the development of Universal’s internal immigration support program. Seeing how challenging the immigration process was for employees, Brittany took it upon herself to research best practices, compile necessary resources, and create a structured workflow that simplifies the process for future applicants. This initiative has significantly reduced stress for employees seeking permanent residency and has positioned Universal as a company that truly cares about the well-being of its staff.

Brittany’s ability to take ownership of critical tasks outside her job description, especially under tight deadlines, has made a tangible difference in the organization. Her proactive approach and commitment to improving processes have not only streamlined operations but also enhanced the overall work environment.

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