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Education Lifestyle

Sophia Chang: Program standards and development officer, city of Toronto

I work in the operation effectiveness unit within the strategic planning branch in Parks, Forestry and Recreation. I help ensure that our department complies with a quality management system. We use standards such as ISO 9001, which is an international standard, or Excellence Canada, a Canadian standard that guides our work. 

In layperson’s terms, I try to make things easier for people. Whether it’s parents trying to register their kid for a camp program or city staff seeking volunteers to help with tree planting, I work on making processes more efficient, reliable and easier in order to make the public and staff happier.

I went to McMaster University and got my bachelor of science in life science focusing on biology and psychology. I did another bachelor in earth and environmental science. But I wasn’t quite ready to face the working world, and then I found out about the green business management (GBM) program at Seneca College. I have an interest in business but a bigger interest in environment and sustainability, so I thought it would merge the two.

Part of the Seneca program involved an academic placement. Essentially, we were consultants who worked with organizations to explore how we could make them more sustainable. We did waste audits and energy audits but also looked at the culture and processes that could make them greener. In the GBM program we worked with many different standards. The ISO 26000, an international standard on corporate social responsibility as well as sustainable development, was created with the help of one of our instructors, Bob White. 

A lot of what I learned translates to my job now. I work in quality assurance, so we use a quality management standard. Because of the Seneca program I went and got my LEED accreditation. The program opened me up to learning more about green buildings and sustainable design.

The instructors had great experience in the field. I’ve implemented a lot of their tips and suggestions in my current work. I still keep in contact with the people from my program because we’re all a big resource to each other. 

The best thing about my job is the people I work with. Though I work a lot on my own and meet with different stakeholders, I have a lot of support from everyone on my team. 

When you first go into an organization as a consultant, you learn not to let everything people say affect you. Realize that a lot of times there are emotions attached to people’s words – and they’re not necessarily directed at you, but rather at the system or grand scheme of things. You have to have a thick skin, because if you have patience, people come around and understand why you’re implementing a change or a new standard. 

Be open-minded and listen more than you talk. Let clients know you’re listening and incorporate their suggestions. People want to be heard and want to know that they are a part of whatever you’re doing.

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