Behind the City’s Revenue Services line: real people, real client focus

very time the City shares information about property taxes, water bills, vacant unit tax declarations, or other payments, we include an invitation to contact the Revenue Services line for help or more information. Behind the scenes are dedicated employees who bring a human and personal touch—listening, guiding and resolving issues for residents every day.

Diane Cousineau and Darlene Kaczmarek are just two of the faces behind the City’s Revenue Service line. Diane is a revenue specialist with the Payment Processing Unit and Darlene is a clerk with the Vacant Unit Tax Unit. Both provide their expertise and knowledge to help residents through their revenue inquiries.

With 38 years of service with the City of Ottawa, Diane is a team lead with the Payment Processing Unit, which handles a wide array of topics and types of payments, including property taxes and water bills.

Diane notes that people often call with a sense of angst around the topic of bill payments, amounts owing and everything about property taxes. “We try to work around that stress,” she says. “We want to put the client at ease by getting the information they need and help them resolve any issues.”

“I really enjoy helping people,” added Diane. “And I work with a phenomenal and supportive team that share the same passion for helping people.”

Diane says the hardest calls are those residents grieving the loss of their spouse or partner who handled the financial matters in the household. “You can hear the stress in their voice,” she reflects. “The person is a bit lost. They are grieving a loved one and are now trying to adjust and manage the ongoing household accounts.”

Darlene Kaczmarek, a Vacant Unit Tax clerk, agrees that these types of calls really highlight the importance of being compassionate, understanding and connecting with the resident.

Working many years with York Region, Darlene brings a wealth of experience to her position answering calls and inquiries regarding the Vacant Unit Tax.

“I consider myself as a real people person,” said Kaczmarek. “We work closely with the homeowner by phone, email and in-person to help them complete the declaration and answer any questions.”

Darlene echoes Diane’s observation that the topic of taxes often elevates the anxiety levels for some residents. “Initially, you can sense some discomfort from the resident, which can be challenging. That’s why it’s important to listen, provide the information they need, and make them feel comfortable and supported.”

Darlene attributes strong interpersonal skills and engaging conversation as the keys to a successful interaction. “I try to end the call with something light and laugh,” she adds. “It makes me and the person on the other line feel good. It’s a sense of accomplishment, making someone’s day.”

Many of the Vacant Unit Tax inquiries come from older adults, who may not be comfortable in completing the declaration online. “We either guide them through the process or complete the online form for them,” says Darlene. “Again, the client leaves feeling relieved and happy.”

“We often chat about life while we are completing their online declarations,” she muses. “And many seniors will say to expect them back around the same time next year, making it an annual conversation and tradition.”

Darlene attributes this client-focused approach to the dynamics of the entire Vacant Unit Team, which she calls the “Dream Team.” In fact, she compares her team to a family at a Thanksgiving or Christmas dinner.

“Instead of passing the food, we pass encouragement, support, open arms, and sometimes even a shoulder to cry on," Darlene reflects. “After 40 years of continuous employment, I got a lucky break to work with a crew that is compassionate about the program, from the senior level managers to just us, the staff. They all recognize the importance for the need to create more affordable housing in our city.”