bc ferries summer 07_the wave
DESCRIPTION
Internal company magazineTRANSCRIPT
IN THIS ISSUE Remembering Ray Whitehead Page 2 Page 3 Page 5Queen of Alberni Returns Page 6 Page 8 Page 11
Page 12 Page 14 Page 15Page 17 Page 18
THE WAVESUMMER 2007BC Ferries' Employee Newsletter
story on page 3BC BIKE RACE 2007
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It is with fond memories that we rememberRay Whitehead, who served on BC Ferries’ Board of Directors as the nominee of the BC Ferry & Marine Workers’ Union from June 24, 1998 to June 11, 2007.
During his time with BC Ferries, Ray was an active and enthusiastic member on a variety of Board committees and served on the Boards of the B.C. Ferry Authority and BC Ferries’ subsidiary, Catamaran Ferries International Inc. Ray’s extensive service and contribution to BC Ferries have been invaluable to the evolution of the company.
Prior to his appointment to the Board of BC Ferries, Ray was a former Regional Director of the Canadian Union of Public
Employees in B.C., responsible for the administration of the main office and nine regional offices throughout the Province.
With more than 30 years experience in the labour field, Ray had extensive involvement in negotiating collective agreements both provincially and nationally. He was past Treasurer of Branch 263 of the Royal Canadian Legion and was a member at large of that organization. Ray also sat on the Board of Directors of the British Columbia Safety Authority.
Ray is deeply missed and remembered for his kindness, dedication, wit and commitment to his family, friends and colleagues.
RAY WHITEHEADJANUARY 15, 1941 – JUNE 11, 2007
IN MEMORIAM
Patricia Abbott passed away
on May 10, 2007. Patricia
joined BC Ferries on June 24,
1981 and worked as a Cashier,
Hospitality Services at Long
Harbour prior to going to long-
term disability in 1993. We send
our condolences to Patricia’s
family and friends.
Captain Robert (Bob) Ashmore
passed away on April 15, 2007.
Bob began his career as a mate
with the Black Ball Ferry System
in 1957 and retired as a captain
from BC Ferries in 1980 after
working for many years on the
Bowen Queen out of Horseshoe
Bay. We send our condolences
to Bob’s family and friends.
Jonathan (Johnny) Bennett
passed away on June 3, 2007.
Johnny began his 23-year career
with BC Ferries in 1964, working
as a deckhand and second mate
at Long Harbour and as first
mate at Fulford Harbour. We
send our condolences to Johnny’s
family and friends.
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IN MEMORIAM
Ernie Kiss passed away on
April 14, 2007. Ernie started
with BC Ferries in 1985 and
retired in January 2000 as
an engine room assistant
based at Alert Bay. Ernie was
a colourful, resourceful and
generous individual who leaves
many friends both at BC Ferries
and in the community of Alert
Bay. We send our condolences
to Ernie’s family and friends.
Reg Parsons passed away on
June 4, 2007 after a lengthy
illness. Reg joined BC Ferries
in 1984 as a painter at Swartz
Bay and held that position until
his retirement in 2004. Reg was
a dedicated employee who was
well thought of by his coworkers
and will be remembered fondly.
We send our condolences to
Reg’s family and friends.
Ken Simpson passed away on
March 29, 2007. Ken was a
third engineer on Route 2 until
he retired in January 1995 after
35 years with BC Ferries. We
send our condolences to Ken’s
family and friends.
BC Ferries was a proud sponsor of this year’s BC Bike Race that saw hundreds of cycling enthusiasts travel from Sooke to Whistler in a seven-day adventure that included travel onboard BC Ferries. Two lucky employees, Mike Cruickshank, Third Cook, Nanaimo, and Wayne Neumann, Chief Engineer, Swartz Bay, (pictured on the cover) were invited to join stage four of the race from the Comox Valley to Powell River, Earls Cove and Sechelt. Mike and Wayne had a fantastic time and say they were most proud of the terrific service their fellow employees provided to the competitors. For many, the journey onboard BC Ferries was the highlight of the event.
BC BIKE RACE 2007
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GREETINGS FROM THE QUEENOF TSAWWASSEN
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7“I am writing to thank
Sue Bowen, Second Steward,
Nanaimo; Sasha Perret,
Terminal Attendant, Horseshoe
Bay; and Cale Burns, Customer
Service Attendant, Nanaimo.
I have to use a wheelchair to
get on and off the ferries and
these employees made my trip
onboard the Queen of Cowichan
that much easier by their kind
attention and efforts. Sue and
Sasha made all of the necessary
arrangements, which took the
stress out of my journey. When
I took the return trip a few days
later, there was a wheelchair
waiting for me at the coach
and, once again, Sasha was my
guardian angel. It is people like
these that give your service such
a good name. I know that as
long as you have Sue, Sasha and
Cale to look after people like
me, I will never have any qualms
about travelling on BC Ferries.”
–Nanaimo
“I’ve been in Vancouver for the
last several days for business
and stayed downtown in a well
respected high-end hotel during
my stay. On my return trip, I ate
at the Pacific Buffet and that
meal was the best I had during
my trip and was less than half
the cost of any other dinner I
had. The service and staff were
also fantastic. I don’t know what
you’ve done to achieve such
a great improvement in both
your food and your service, but
perhaps BC Ferries should get
into the land-based restaurant
business!”
–Victoria
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Construction is well underway at Vancouver Shipyards on our Intermediate class ferry, designated as the replacement for the Queen of Tsawwassen on Route 7 (Saltery Bay – Earls Cove).
Fabrication of the main hull structure is being carried out at both VanShip and Vancouver Drydock, with erection taking place in the adjacent W Building. The vessel’s superstructure is being fabricated at Victoria Shipyards, where major outfitting will also be carried out.
All four Niigata main engines passed through factory acceptance testing without a hitch, as have the Right Angle Drive units. The main hull construction is scheduled to be complete by the end of October with the launch scheduled for early November. Shortly thereafter, the hull will be towed across to Esquimalt where the superstructure will be fitted in place. Upon return to Vancouver Shipyards, the outfitting will be finalized and the systems tested before the vessel undergoes dock and sea trials prior to delivery in April 2008.
LENGTH OVERALL – 102.40 metres
BREADTH OVER FENDERS – 27.00 metres
DRAUGHT (MAX) – 4.80 metres
PROPULSION SYSTEM – 4 – Niigata Engines/RADs (4 x 1140 kW @ 750 rpm MCR)
SERVICE SPEED – 14½ knots
VEHICLE CAPACITY – 125 AEQ (including Gallery Decks)
PASSENGER COMPLEMENT – 600
The ship is scheduled to be commissioned into service by the summer of 2008.
INTERMEDIATE FERRY UPDATE
CORPORATE ROWING CHALLENGEIt was a great day at the races for the BC Ferries teams at the annual Community Corporate Rowing Challenge Regatta. The eight boat Rock-n-Rowers took the silver medal in their category, with the quad boat Star Oars taking the bronze in their division. Training was hard work and there were lots of aching muscles, blisters and bruises, but it was the great spirit and teamwork that won the races. The event was a terrific success with more than 80 teams from around Victoria competing to raise funds for Dynamic Opportunities for Youth. Fun was had by all and the BC Ferries teams are already preparing to take gold next year.
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QUEEN OF ALBERNI’S $40 MILLION UPGRADEOn June 30, the Queen of Alberni returned to service on the Duke Point – Tsawwassen run after a seven-month, $40 million mid-life upgrade that included significant mechanical and safety improvements, as well as new and improved passenger amenities. The upgrade, which prepared the vessel for another 20 years of service, included:
In addition to looking and running great, the ship has a host of new customer amenities ranging from expanded onboard food service facilities to a coin-operated shower for the convenience of long-haul truckers. The new shower was added after input from our commercial customers, who utilize this route frequently to move goods back and forth between Vancouver Island and the Lower Mainland.
$50,000 RAISED FOR KIDSPORT™
On June 1, 2007, more than 170 media, corporate and government representatives participated in the second annual BC Ferries Media Charity Golf Classic, which raised $50,000 for KidSport™ to help underprivileged children participate in organized sport. The event provides a unique opportunity to bring together three distinct sectors of our economy in support of a very worthy cause—helping kids who might not otherwise have the opportunity to participate in organized sports.
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“I would like you to know about
the VIP treatment I experienced
from your employees. I just
missed the 7 p.m. sailing from
Horseshoe Bay to Departure
Bay, so I locked my car and
walked over to the village. When
I returned I saw that I had
locked my keys inside the car,
so I approached an employee
and told her my problem. The
car is a Miata and proved to
be a real challenge. All of the
Nanaimo bound cars in the lot
were loaded when I saw the
inside latch move. With a quick
thanks I jumped in the car and
was the last vehicle loaded.
About 10:15, I asked the Chief
Steward about our ETA and
told her I didn’t think I would
make the Gabriola ferry. She
got the details of my car and
its location on the deck, and
when I got to my car there was
a deck officer there waiting to
direct me off the ferry. When I
pulled up to the ticket booth at
the Gabriola ferry, I was met
with the greeting “Red Mazda
Miata, so you're the one we've
been looking for!” Please let
the employees know how much
I appreciated their efforts.”
–Gabriola
RICHMOND CELEBRATES1,000 DAYS WITHOUT ATIME LOSS INJURY!On May 22, the Safety, Security and Environment Division presented the Richmond Regional Safety Committee an Award of Excellence for Workplace Safety plaque in recognition of 1,000 days without a time-loss injury and outstanding workplace safety leadership.
The Supply Chain team, consisting of 40 employees who provide purchasing, warehousing and logistic services to BC Ferries employees, actively promotes safety each and every day at our Richmond office. These skilled employees are involved in the safe handling of commodities, dangerous goods and large vessel components, as well as the operation of a range of mobile equipment, including high-capacity forklifts and heavy-duty trucks.
After the Richmond Regional Safety Committee identified the need to increase awareness of safe working practices and time-loss incidents, Committee member Mark Gazzola, Technical Storesperson, suggested the creation of a time-loss safety notice board. Today, an electronic ‘Days Without a Time-Loss’ sign resides in the main entrance at the Richmond office. As of the end of June, Richmond had achieved 1,000 days without a time-loss incident, with the last recorded time-loss incident occurring in July 2004.
Congratulations to the Richmond employees for their achievements and commitment to safety. Please contact your Regional SSE manager or safety officer regarding your departments’ safety achievements or visit the SSE site on the intranet.
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OCCUPATIONAL SAFETY& HEALTH UPDATE
“My wife and I travelled from
Horseshoe Bay – Nanaimo last
week and saw a vest in the
Gift Shop that we liked, but
decided to wait to purchase it on
our return to Nanaimo. As luck
would have it, the next week
we were on a different boat
and the Gift Shop did not have
the vest in the colour or size I
needed. I asked the lady at the
register if there were any other
vests on the ship. She said that
there may be some in storage
and that if I came back before
the crossing reached Nanaimo
she would check during her
break and let me know. When
I checked with her she informed
me that there were no other
vests in storage, but that if I
left her my name and phone
number she would have someone
check with the supplier and get
back to me. Yesterday afternoon
we got a call from BC Ferries
that a vest had been obtained
and that it could be picked up
at the administration office at
Departure Bay. I can’t thank
the Gift Shop staff and anyone
else involved in this enough.
The service from all involved
was above and beyond the call.
Please thank these folks for me.
Great job and great service!!!!!”
–Nanaimo
In Canada, a worker is injured on the job every 9 seconds, every day. With the participation of industry, labour and educational organizations, our goal is to reduce our time-loss injury rate in the workplace by 25 per cent over five years.
THE RIGHT TO KNOW
THE RIGHT TO PARTICIPATE– in safety and health
THE RIGHT TO REFUSE
FIRST AID ATTENDANT’S AUTHORITYThe first aid attendant has the authority to act and take charge when a person is injured and requires medical attention. This authority is established by the WCB in Occupational First Aid Regulation 24.
IN 2006–07, THERE WERE1,450 EMPLOYEE INJURIESREPORTED AT BC FERRIES.
KEY PRIORITIES:
work practices
injured at work and supporting an early return to work with modified duties
20% head/neck/shoulder
17% back/spine/chest
10% arm
31% hand/wrist
15% leg/hip
6% foot/ankle
1% other
FACTSThe body parts that a worker is most likely to injure are:
Almost one of every three workplace injuries is hand-related (31%).
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“In April, I attended a sea burial
on the Powell River Queen just
off Quadra Island. I want to
thank Captain Gord Nettleton,
Marine Superintendent ,
Nor thern I slands , and
Captain Wayne Maxted,
Senior Master, for assisting
with the arrangements and
conducting such a moving
service. Captain Maxted met
us on dock in full dress uniform
with a bouquet of flowers for
the mother of the deceased,
escorted us onboard and made
us welcome. When the time
was right, he had the ferry
stopped and consigned the
ashes to the sea. It didn’t take
long, but the compassion offered
by the captain and the deckhands
was above and beyond the
duties of running a ferry. Please
commend the staff members
who provide this personal and
compassionate service to the
public. Thank you.”
–Powell River
“I would like to say that your
onboard gift shop has gone from
okay and interesting to new
stratospheric highs in retailing
in the past few years. The focus
on ‘Made in Canada’ goods, as
well as made locally in BC, has
really caught my attention. The
product selection and displays
are very creatively done. Keep
up the good work and give a pat
on the back to whoever has the
job of keeping the store products
current and fresh looking.”
–Vancouver
INJURIES ARE UP
16%
REGION 2005–06 2006–07
Admin./DPMI 4 5
North Islands 35 36
South Islands 38 34
North 9 16
Central 74 96
South 97 111
TOTAL 257 298
INCREASE
WCB INCIDENTS BY REGION
SAFETY, SECURITY & ENVIRONMENT IS NOW ONLINE!For details and up-to-date information about injury statistics for your point of assembly, visit the Safety, Security & Environment site on the Operations Division pages on the intranet.
BUILDING A SAFER WORKPLACETHROUGH TEAMWORKOur Occupational Safety & Health team, which is here to help all of us create a safer workplace, is responsible for a range of OSH-related matters, including:
and Fleet Regulations regarding occupational safety and health;
Visit the OSH site on the intranet to read more about our OSH team, who is responsible for what and how you can make a difference in creating a safer workplace!
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7“We travelled onboard the
Queen of Cowichan as foot
passengers. My wife’s arthritic
knees make it difficult for her to
walk any distance. The employee
in the ticket booth showed
genuine concern for our welfare,
ordering up a wheelchair and
assuring us that the ferry would
not depart without us. The
crew member who accompanied
the wheelchair was equally
attentive to our needs. Smiling
and cheerful, she treated us like
we were the only passengers on
the ferry. Our sincere thanks to
both of them.”
–Courtenay
“This evening, I drove my
daughter and her cousin to
get the 9:15 p.m. sailing from
Horseshoe Bay to Langdale.
I missed the village exit
and instead ended up at the
tollbooth. The staff member
inside the tollbooth listened as
I apologized for my stupidity
and then directed me to go
down lane 1 and the ferry staff
at the bottom of the hill would
direct me back around. They
did, and they were polite and
friendly. Thank you and please
commend the staff at Horseshoe
Bay, particularly the girl in the
tollbooth for Langdale, for their
exceptional service.”
–West Vancouver
THE COUNTDOWN IS ON FOR COASTAL CRUISING!It was an historic moment for BC Ferries and a time of great pride for all of us when the Coastal Renaissance was launched on April 19. The bridge decks have been added to the vessel and the countdown is on for the ship to set sail and begin its exciting journey from the shipyard in Germany to its new home in Departure Bay. While the steel production is complete, extensive insulation, painting and piping work is continuing. The vessel is in the outfitting stage where the interior of the vessel is being completed. Some of the interior work, such as finishing work on flooring and the installation of wall panels, stainless steel counters and bulkheads, has already been completed.
Construction of the Coastal Inspiration is also in full swing with 100 per cent of the steel modules completed and being assembled in the erection shed. The BC Ferries team is hard at work during the pre-outfitting stage where they are called upon to conduct detailed inspections of connections of steel sections. The third ship, Coastal Celebration, is in the fabrication stage, with the keel laying scheduled for late August.
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“I would like to commend one of
your staff, Margaree Porteous,
Senior Chief Steward,
Nanaimo, who went above and
beyond to return a memory stick
to my research centre. There
was much valuable information
on the stick and we were very
appreciative to have her call
and then mail the stick to us. I
have always had good service on
BC Ferries and I would like
to see Ms Porteous recognized
for her excellent customer
service.”
–Campbell River
“I just wanted to thank you for
the excellent service I received
several weeks ago. Early in the
morning, my father underwent
emergency surgery. My sister
phoned at 6 a.m. to tell me
I should come immediately as
the next few hours were critical.
I arrived at the terminal
15 minutes to 7 a.m. and the
ferry was full. When I asked
the ticket agent if there
were provisions for medical
emergencies she did not
hesitate. She phoned ahead to
the loading staff and directed
me to the assured loading
line. I arrived at the hospital
and spent the next few days
waiting for my father to turn the
corner. I am happy to say he
is home and recuperating, but
those extra few hours made
a huge difference to me and
my family. Please let your staff
know how much I appreciated
their assistance and compassion
that morning.”
–Victoria
Our three new Super C-class ferrieswill deliver a special invitation to the 2010 Olympic and Paralympic Winter Games when the ships begin sailing from Europe to British Columbia this fall. The Coastal Renaissance, Coastal Inspiration and Coastal Celebration will be wrapped with massive photo-graphic images and branding colours representing the 2010 Winter Games and the beauty of British Columbia.
The wrapped ships will sail from Flensburg, Germany through the Panama Canal to British Columbia, with promotional stops in London, Los Angeles, San Francisco and Seattle to raise awareness for the 2010 Winter Games and promote British Columbia
as a tourism destination. The Coastal Renaissance will be unveiled with its 2010 Winter Games livery in Flensburg on September 21 and will arrive in British Columbia in mid-November. The ship will enter service in January 2008, with the remaining two vessels, the Coastal Inspiration and the Coastal Celebration, joining the fleet by the summer of 2008.
We are proud to have joined forces with the Vancouver Organizing Committee for the 2010 Olympic and Paralympic Winter Games and 3M Canada to design and create these giant decals—the largest marine application of printed graphics ever undertaken. The decals will be produced in Vancouver and applied at the shipyard in Germany.
NEW VESSELS TO PROMOTE2010 OLYMPIC GAMES
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DUKE POINT CELEBRATES TENYEARS IN BUSINESS
“I would like to comment on
the wonderful help we received
from Phil Jones, Senior
Chief Steward, and Customer
Service Attendants Darren
Ko and Danielle Pfeifer. We
were passengers on Spirit of
Vancouver Island departing
Vancouver at 21:00 and needed
help as our final destination
was Campbell River, which was
a problem at that hour of the
night. All your staff onboard
were terrific, but especially
those named as they went
beyond the call of duty to solve
our problems. Danielle and
Darren drove all four of us all
the way to Campbell River after
the ship docked at 10:45. They
didn’t get home until around
6:30 am the next morning as it
was a very long drive. We are
extremely grateful and cannot
say thank you enough. They are
a credit to your company.”
–Australia
“I would like to take a moment
to thank the loading/unloading
crew for their help in putting
us at ease on our first ferry
trip with our 32 foot RV.
We were quite apprehensive
about getting on and off the
vessel, but starting with the
ticket agent right through to
offloading, we were treated
with patience and guidance. The
B watch crew from Little River
are the best. We have always
been treated to their friendly
and cheerful service.”
–Powell River
“Offering free burgers and hot dogs at Duke Point on the 10th anniversary was a fantastic surprise. The sense of accomplishment and pride came through loud and clear from all the staff. As a ferry traveller for 38 years, this ‘share our success offering’ was wonderful! Good on whoever came up with the idea.”–Nanaimo
There was fun to be had on June 15 as employees and customers joined together to celebrate the tenth anniversary of Duke Point terminal.
Chefs including David L. Hahn, President & CEO, Mike Corrigan, Executive Vice President & Chief Operating Officer; Manuel Achadinha, Vice President, Terminal Operations; Captain Andrew Poole, Marine Superintendent, South Coast; and Terminal Managers Jay Whitlaw and Melanie Lucia served up complimentary burgers, hot dogs and soft drinks throughout the afternoon.
DID YOU KNOW?The route between Tsawwassen and Nanaimo was first established in 1991 and was operated from our Departure Bay terminal prior to the opening of the Duke Point terminal in 1997. Service between Tsawwassen and the mid-Island is a route favoured by commercial customers as the early morning sailing allows truckers to get a jump-start on the day. Since 1997, more than 13.9 million customers and 5.7 million vehicles have travelled through Duke Point terminal.
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“On behalf of the Sidney &
District Cane Club, we would
like to thank your excellent
staff for the assistance they
gave our group of visually
impaired members and their
guides during a trip onboard the
Queen of Cumberland. All of the
employees made our trip very
easy and delightful.”
–Sidney
“My 77-year-old friend from
Singapore and I took the ferry
from Vancouver to Nanaimo.
She felt the walk to board the
ferry was too much for her so
I asked if she would like me to
wheelchair her off the ferry. We
were then walking by a group of
your staff who were waiting to
disembark because they were off
shift. Julie Johnson, Customer
Service Attendant, Nanaimo,
heard my question, caught up to
us and asked if she could help
get a wheelchair for us. She did
and even wheeled my friend all
the way to the terminal. This
was definitely beyond the call of
duty. We are so touched by her
gesture. My friend was thrilled
because she had dreaded the
walk out. Julie certainly saved
her a lot of pain and exhaustion.
Thank you, Julie, for caring
and being special and thank
you management for selecting
wonderful people like Julie
to be on staff. We are truly
grateful!!”
–Vancouver
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7“Thanks to everyone who helped
me fulfill my husband’s wish to
have his ashes scattered at sea.
My husband and I have fished in
BC waters for more than 30 years.
Thanks to Mary Anne Foote,
Administrative Assistant,
Marine Superintendent, who
was so gentle and kind to my
daughter and helped out greatly
to bring the service to fruition.
When we arrived onboard the
Queen of Vancouver, Captain
David Milligan met us and
was so gracious to our party
of seven. He helped make the
moment so much easier and
made us feel so secure. We truly
appreciated his caring, empathy
and attentiveness to our needs.
Also, Chief Officer Richard
Wong was so helpful and saw to
it that we were escorted down to
the car deck for the scattering
of ashes service. His patience
and help were an immense
relief as we didn’t know what
to expect. Please convey our
heartfelt thanks to all involved
and to BC Ferries for providing
this great service.”
–Langley
“The staff at the Prince Rupert
Terminal are awesome. When I
travelled last month I was helped
by one of the nicest women I
have met in my dealings with
BC Ferries. She is deserving of
5 stars.”
–Prince Rupert
THE B WATCH FRAUD SQUADThe use of stolen, cloned or fraudulent credit cards is a risk for any retail operation. BC Ferries is not immune tothis activity and relies on its cashiers andticket agents to be vigilant and to scrutinizecredit cards tendered for purchases. The B Watch, Queen of Cowichan, catering crew stands out as been particularly successful in recovering a number of bad credit cards.
In March, Gift-shop Cashier Cindy Pleasance was suspicious of a credit card being used by a customer. Cindy alerted Sheila O’Neill, Chief Steward, who contacted the credit card company for an authorization. It was determined
the card was indeed fraudulent and the credit card company asked that the police be called. The customer was paged and returned to the Chief Steward’s office where he was met by a uniformed RCMP member who happened to be onboard. The customer attempted to avoid being nabbed by throwing his wallet and identification overboard. Nonetheless, he was arrested and taken ashore where he was subsequently charged with forging a credit card. Scotia Bank, the issuer of the credit card, recognized the efforts of Cindy and Sheila and issued each employee a cheque for $100 for a job well done. Congratulations, Cindy and Sheila!
Cashiers and ticket agents recover many fraudulent credit cards using a process known as a Code 10 Authorization. A phone call to the credit card issuing agency will confirm the validity of any suspect card. Our company has an internal program in place to reward cashiers and ticket agents with a gift certificate in the amount of $50 for each card recovered. Thanks to all employees for your continuing efforts in identifying perpetrators of this crime and contributing to the reduction of revenue losses.
BE PART OF THE FRAUD SQUAD
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Are you familiar with enCompass? If not, you’re missing out on a fantastic one-stop shopping experience where you’ll find lots of great information to help you in your day-to-day activities. While the enCompass site was originally designed to make the busy and fast-paced lives of the customer service employees a little easier, the result is a great resource bank for the rest of us.
Zoe King, Manager, Customer Service Centre, along with Customer Sales & Service Representatives Erika Lax and Dave Kotorynski, led the Customer Service team on a page-by-page review of the old reference pages to develop new pages that would improve access to information for the service centre group. Together, the entire Customer Service team participated in the content reviews and design feedback.
Roberta Chartier, Manager, Customer Service, says she is “very proud of enCompass and the role that it plays in providing the Customer Service representatives with easy to find, consistent information. I am equally delighted that it provides a resource to many other departments of BC Ferries. By collaborating with our partners in other areas of the company, we are ensuring that the same information is accessible to everyone simultaneously.”
Visit enCompass to find links to fares, schedules and current conditions, policies and procedures, exchange rates and conversion calculators, ship dispositions, current promotions and partnerships, route maps, terminal contacts and much, much more.
If there is information that you would like to see on enCompass or if you have suggestions for improvements, click on the feedback link on the left side of the page to send your comments directly to the Customer Service team.
VISIT ENCOMPASS AND NAVIGATE THE BC FERRIES WORLD!
BC FERRIES TAKES SIX TRIPLE O AWARDS!On June 19, 2007, BC Ferries was a big winner at the 2007 White Spot Triple O awards banquet, taking home six awards for the evening. The Spirit of Vancouver Island, Spirit of British Columbia, Queen of Oak Bay and Queen of Cowichan all received sales recognition awards for passing the $1,000,000 level in burger sales, while the catering crew on the Queen of Surrey won the Highest Standard of Operations award for 2006/07. In addition, our BC Ferries Test Kitchen received special recognition for their work over the year. Congratulations to all the employees involved for their outstanding work!
From Left: Zoe King, Manager, Customer Service Centre, along with Customer Sales & Service Representatives Dave Kotorynski and Erika Lax, were instrumental in the design of enCompass.
Hans Zimmermann, Manager, Food & Beverage (centre), with Warren Erhart, President, White Spot, and Leah Norton, Director of Triple O’s, accepted the special recognition award on behalf of the BC Ferries Test Kitchen.
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7“We would like to send a huge
thank you to the captain of
the afternoon shift on the
Bowen Island ferry. On our
departure, he encountered
approximately 40 sail boats that
he had to manoeuvre through.
His patience and experience
were commendable. He waited
until there was an opening and
then proceeded to make his way
through at a very cautious pace
without using any horns. Please
pass this thank you along from
the Bowen Island Yacht Club.”
–Bowen Island
“I was travelling to Victoria with
a group of 48 seniors to see the
Titanic Exhibit. One of the ladies
in our group was celebrating her
92nd birthday. On our return
trip from Swartz Bay, we went
to the buffet and I mentioned to
Kevin Lee, Customer Service
Attendant, Swartz Bay, that
it was my friend’s birthday.
He sat us at a very nice table
and brought over a tablecloth
and a wine glass for her water.
Later, he brought over a special
cake. I have travelled all over
the world and have never seen
anyone do more. Kevin was just
wonderful and the birthday girl
was thrilled! I just wanted you
to know what a wonderful young
man you have as an employee.
Please convey our appreciation
to Kevin.”
–White Rock
This summer, in conjunction with Parks Canada, we’re providing an expanded Coastal Naturalists program onboard more than 1300 sailings between Tsawwassen - Swartz Bay and Horseshoe Bay - Departure Bay. The program, which was first introduced last summer, provides memorable experiences that both educate and inspire passengers as they travel through the southern Strait of Georgia and Gulf Islands region.
Using the outstanding local scenery, their own creative talents and a variety of props, nine coastal naturalists will host thirty-minute educational presentations on the outer decks of the vessels. Passengers will learn about:
Islands, its Mediterranean-like climate and the unique species of plants and animals that live here.
visible from the surface of the water.
and settlement in the islands.
Gulf Islands and beyond.
The presentations also highlight the Gulf Islands National Park Reserve, one of Canada’s newest national parks, and other protected areas. Operated by Parks Canada, Gulf Islands National Park Reserve includes many pieces of land spread over numerous islands, islets and reefs in the southern Strait of Georgia to
safeguard some of the most endangered natural areas in Canada.
The Coastal Naturalists program will run on the two major Mainland – Vancouver Island routes from June 28 through September 9. Visit www.bcferries.com for a detailed schedule of the Coastal Naturalists presentations.
COASTAL NATURALIST PROGRAM
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“Imagine 50 teenagers, 13 to
18 years old, travelling on their
way to a regatta on Vancouver
Island. This is what happened on
the morning of April 27. All of
them are members of the Deep
Cove Rowing Club who were
going to the Brentwood Regatta,
the biggest high school regatta
on the West Coast. For almost
half of them, it was their first
regatta outside of the Lower
Mainland. They were excited!
They could not wait to go and
show off what they had been
practicing for in the past two
months. Taking the ferries for
these kids is always an event
as they use the crossing time to
prepare for their races, meet
with the rowing coaches, chill
together and take photographs
of each other.
Thank you to BC Ferries and
Sport BC for the Sporting Life
on the Coast grant that we used
to pay for the trailer transporting
our rowing shells. Because the
rowers’ families are responsible
for all of the expenses, this grant
helped all of the athletes.”
–Deep Cove Rowing Club
“Thanks to all the staff on
the Spirit of British Columbia
for their assistance after I took
ill on the sailing to Tsawwassen.
I have a heart problem and
the sick bay attendants were
absolutely wonderful. They were
helpful, nice, confident and very
reassuring, even as I was taken off
by ambulance. Please convey my
most heartfelt thanks to them.”
–Victoria
GET INVOLVED IN OUR CAREERDEVELOPMENT PROGRAM!Did you know we have a fantastic Career Development Program (CDP) that is a great way to develop your skills for management or supervisory positions? Our CDP takes up to six participants at a time and, over two days, involves them in a series of processes, exercises, experiences and interviews that simulate the realities of a management and supervisory positions. On the third day, participants take part in a program that helps them develop individual action plans to enhance their personal and career development. After completion of the interactive part of the program, participants meet with the administrator to discuss their experiences and receive feedback and coaching.
The CDP is administered by world-wide trainer, author and psychologist Bob Power. Experienced BC Ferries managers, specifically trained to evaluate and provide objective feedback to the participants, are also part of the program.
Since the CDP was introduced in December 2005, we have completed nine programs with 54 employees participating, with approximately 60 per cent of these employees subsequently attending other
training programs designed to advance their management and leadership skills. Eight of these employees have since been promoted to exempt management positions with several others acting in management positions in a developmental capacity.
If you are interested in putting your name forward for this program, please speak with your manager to discuss your career goals and interest in the program prior to contacting Lonni Swanlund, Director, Employee Development, at [email protected] or (250) 655-6170. Employees are prioritized to attend the program by their line manager and local Employee Relations staff based on local succession needs and the following criteria:
current job with potential for further development
judgment and maturity
We look forward to hearing from you!
FLASHBACK!
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7“As we were returning home
after my husband’s angioplasty
surgery, my husband experienced
some difficulty breathing. Four of
the crew came to help, including
Thomas Proietti, Customer
Service Attendant, Horseshoe
Bay. With his quiet, calm help,
Thomas made sure my husband
was okay and our trip continued
uneventfully. There is no doubt
the crew deserves tremendous
praise for the help they can
give passengers. Thank you to
everyone, especially Thomas, for
their effort in getting us home.”
–Qualicum Beach
“I just want to say a thank
you for the terrific service this
evening on the last ferry from
Tsawwassen to Swartz Bay. The
ferry was delayed 22 minutes
at Tsawwassen because of a
passenger’s medical emergency.
I had a throughfare ticket to
Fulford and was concerned that
I might miss the last sailing.
The staff in the Chief Steward’s
office was very helpful, and I was
delighted and relieved that the
Fulford ferry was held for us.”
–Salt Spring Island
SNAPSHOTS AROUND THE FLEET
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“Thanks to Sheila Burdon
Murphy, Terminal Attendant,
who brought me tea after I
missed my sailing from Horseshoe
Bay. Sheila is a wonderful lady
and I really appreciated her
kindness. She is truly a sunshine
to everyone.”
–Ladysmith
“Nadine Suitor, Switchboard
Operator, Nanaimo, provided
tremendous assistance to my
family and me. She was friendly,
helpful, honest and comforting.
First of all, she accommodated us
as best she could and then went
the extra mile. As luck would
have it, my daughter accidentally
took my wallet onboard. Nadine
persevered for us with regard to
getting the wallet back before
the ship sailed. Unfortunately, it
did not happen, but we were very
grateful at the service we got from
her. In addition, the ticket agents
at Departure Bay were very
helpful, the deckhand was kind
to my daughter and the stewards
were so very gracious. Thank you
all for making this unfortunate
experience less stressful.”
–Nanaimo
“My mother was using one of
your wheelchairs and was given
deluxe service on and off the
ferry to Galiano and back to
Victoria. Thank you so much for
being so helpful as my daughter
was not able to be with us on the
ferry at this time. We travelled
from Manitoba to be with her on
the island and now that we are at
home we will certainly let others
know about the super care you
gave us. Thanks again.”
–Manitoba
SNAPSHOTS AROUND THE FLEET
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THE WAVE is looking for stories, events and photos from throughout the fleet.
The next deadline for submissions is September 30, 2007.
Contact THE WAVEErinn Grant, Editor 1112 Fort Street Victoria, BC V8V 4V2 Tel: 1-877-280-1419 Fax: (250) 978-1119 [email protected]
THE WAVE
SAILING THE NORTHERN ADVENTURE
Thanks to Brian Baynes, Occupational Safety & Health Department, for submitting this terrific photo that he took as he travelled onboard the Northern Adventure from Port Hardy to Prince Rupert.
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