I came to work on an inconspicuous Tuesday to a note with instructions written on it indicating, “Please call this lady for more information.”
I prioritized my inbox, and organized this piece of paper in with everything else that needed my immediate attention. When I got back to that piece of paper and picked up the phone, I was not at all prepared for what this potential customer was experiencing.
As I introduced myself and started to explain what I needed from her to simply get her into our system, I could hear and almost FEEL her exhale with relief that someone was finally willing to help her. She started off strong, explaining her situation in great detail. But as the story progressed and the details got worse, she quickly deteriorated into panic mode. The rest of her story came out muffled behind her pauses to catch her breath in order to speak through her tears. I sat on the other end of the phone both in shock and with extreme empathy but also with optimism that we might be able to put the puzzle pieces back together for her.
Since signing on with Massaro Restoration just a few short months ago, I had not yet had a phone conversation like this. I was, however, fairly warned from the beginning that we consistently deal with people that have had their most prized possession fall victim to hardship: their home. That aspect of the job greatly appealed to me because after spending 15 years in what is usually a very monotonous position, I wanted to shift my career path in a way that allowed me to use my skill set for something more meaningful; I wanted to help people.
I’ve heard it said in the halls of our building that, “Our guys may not be knights on white horses, but they are saving the day in a white truck!” Never before did that expression resonate so deeply with me until I had the opportunity to cross paths with this particular potential customer. I now envision the look of relief on a homeowner’s face when our “rescue team” shows up and is ready to help them. I now fully understand that the papers that come through here are not just invoices and work orders but papers with stories that come to life in the field. I now comprehend how we are not just providing a service, but rather we are providing peace of mind. I now realize that we are heroes and the voice of reason when the world is crumbling around a person in crisis.
What I hope is that our customers realize they are more than just a number to us, and the voice they hear on the other end of the phone when they call in panic, sincerely cares about what happened to them and wants, more than anything, to make it right again.
Article by Lisa Yuzon, Administrative Assistant
Thanksgiving is defined by Merriam-Webster dictionary as “the act of giving thanks.” This year, we have many reasons to give thanks, but one of them is for the vital services that Heritage Community Initiatives provides to our neighbors.
For four decades, Heritage Community Initiatives has been providing a variety of programs to those within Allegheny County who are faced with socio-economic challenges. These programs include education, transportation, and life enhancing initiatives with the mission to “enable individuals and organizations to improve health, education, economic strength, and social vitality in their communities.”
Last year, Heritage was able to supply more than 2,000 pounds of food and nearly 1,000 other items including clothing, hats/mittens, books, toys, and more to the families during the holidays. This year, they provided 130 full Thanksgiving meals to families. For the past two years, our team has been fortunate enough to make a donation and volunteer with Heritage by transporting meals for their annual Family Thanksgiving. Heritage provides full Thanksgiving meals to the families of those enrolled in its education programs. During the busy holiday season it can be easy to forget about serving others, and this initiative is a great way to give back!
There are lots of ways you can get involved with Heritage Community Initiatives such as volunteering, donations of needed items (nonperishable food items, children’s gifts, etc.), or through monetary donations. If you are interested in getting involved with Heritage, please visit their website: http://www.heritageserves.org.
Article by Jennifer McGee, Marketing Coordinator
As the holiday season approaches, many people are in the giving spirit. People open their hearts for generosity and feel a sense of satisfaction helping others.The staff at Auberle, located on Hartman Street in McKeesport, open their hearts to the community year round.
In 1952 Auberle opened its doors. The faith-based Catholic agency’s mission is “to help troubled children and families heal themselves”. Auberle offers a plethora of services for children, youth, adults and families including foster care services, in-home crisis intervention, shelter services and transitional living. The goal is to invest in children to break the cycle of abuse and neglect. They also believe strong families build strong children and serve over 3,000 at-risk children and families each year. Serving in seven southwestern PA counties, 60% of the clients are receiving services in the home, school or local community.
Recently, Auberle has partnered with employers to give at-risk youth on the job training. This partnership has been titled Auberle’s Employment Institute and enables youth to develop skills such as work ethic, timeliness and accepting criticism. By gaining real experience, the at-risk youth is able to lessen skill gaps and have higher opportunity for employment in the future.
Auberle recognized as Agency of the Year in the United States by the Alliance for Children and Families. Auberle has also received the Wishart Award for Excellence in Nonprofit Management by the Forbes Fund.
Massaro Restoration Services, LLC is honored to be able to work with such a noble organization.
Andrea Soltis, Business Development Representative