Service Availability by Phase - Customer Service

The Town of Whitchurch-Stouffville delivers more than 50 services to the community. During the COVID-19 emergency, some of these services have continued, and some have continued on a modified basis. Some services were postponed or cancelled due to resourcing or other health and safety related concerns. Each Town service is categorized under one of the following categories, listed below.

The Town has used a risk-based approach to guide the decisions on the safe reopening of municipal facilities and restart of Town services and programs. Each service was assessed individually to determine the type of interaction required to deliver it, and potential modifications that could be made to make the service safer.

PROCEEDING – NO CHANGE

Town service is proceeding with no changes for residents or staff as a result of the COVID-19 emergency. Services under this category are proceeding as they did prior to the COVID-19 emergency.

PROCEEDING – NEW MODEL

Town service is proceeding with no changes for residents, but the Town is delivering the service in a different way as a result of the COVID-19 emergency. Services under this category are continuing, but staff may be working from home or doing their work in a different way, in accordance with enhanced health and safety guidelines.

MODIFIED

Delivery of this Town service has been modified as a result of the COVID-19 emergency. The Town is continuing to deliver some parts of this service, but residents may notice an impact.

CANCELLED

This Town service has been cancelled as a result of the COVID-19 emergency.

*Where restart of a Town service is completely dependent on action from the Province of Ontario, this is noted as well.

Town Service

Initial Response to COVID-19

Phase One: The Early Stages

Phase Two: Gradual Recovery

Phase Three: Our New Reality

Centralized Customer Service / Town Hall

MODIFIED

  • Service counters/building closed to the public.
  • Civil marriage ceremonies & commissioning services suspended.
  • Issuance of marriage licenses by appointment only.
  • Accepting cheque payments via our secure drop box.

MODIFIED

  • Service counters/building closed to the public.
  • Civil marriage ceremonies & commissioning services suspended.
  • Issuance of marriage licenses by appointment only.
  • Accepting cheque payments via our secure drop box.

MODIFIED

  • Service counters/building closed to the public.
  • Civil marriage ceremonies & commissioning services suspended.
  • Issuance of marriage licenses by appointment only.
  • Accepting cheque payments via our secure drop box.

PROCEEDING – NEW MODEL

  • Service counters/building reopen to the public.  Some services by appointment only.
  • Some staff working from home.
  • Operations continuing under enhanced health and safety guidelines.
  • Accepting cheque payments via our secure drop box.

Community Engagement

CANCELLED

MODIFIED

  • Community engagement commencing on selected projects.
  • All community engagement done online and virtually.
  • Exploring and testing new and innovative way to engage with community.

MODIFIED

  • Community engagement commencing on most projects.
  • All community engagement done online and virtually.
  • Exploring and testing new and innovative way to engage with community.

MODIFIED

  • Community engagement fully restored for all projects.
  • Engage with community in new and innovative ways.

Fire Hall Customer Service

MODIFIED

  • Public counter closed. Some services available online.

MODIFIED

  • Public counter closed. Some services available online.

MODIFIED

  • Public counter closed. Some services available online.

MODIFIED

  • Public counter closed. Some services available online.

Leisure Centre Customer Service

MODIFIED

MODIFIED

PROCEEDING – NEW MODEL

  • Reduced Counter Service to begin as Facilities reopen.

PROCEEDING – NEW MODEL

  • Counter Service to resume as Facilities fully reopen.

Museum Customer Service

MODIFIED

  • Public counter closed. Some services available online.

MODIFIED

  • Public counter closed. Some services available online.

PROCEEDING – NEW MODEL

  • Public counter closed. Some services available online.

PROCEEDING – NEW MODEL

  • Counter Service to resume as museum reopen.

“Nineteen on the Park” Customer Service

MODIFIED

  • Public counter closed. Some services available online.

MODIFIED

  • Public counter closed. Some services available online.

PROCEEDING – NEW MODEL

  • Public counter closed. Some services available online.

PROCEEDING – NEW MODEL

  • Counter Service to resume as museum reopen.

Planning Customer Service

MODIFIED

  • Public counter closed.
  • Planning customer service is available via email and phone during regular business hours

MODIFIED

  • Public counter closed.
  • Planning customer service is available via email and phone during regular business hours

MODIFIED

  • Public counter closed.
  • Planning customer service is available via email and phone during regular business hours

MODIFIED

  • Public Counter open
  • Planning customer service is available via email and phone or in person via appointment only at the Public Counter during regular business hours
  • Operations continuing under enhanced health and safety guidelines.

Public Works Administration

PROCEEDING – NEW MODEL

  • Operations continuing under enhanced health and safety guidelines.

PROCEEDING – NEW MODEL

  • Operations continuing under enhanced health and safety guidelines.

PROCEEDING – NEW MODEL

  • Operations continuing under enhanced health and safety guidelines.

PROCEEDING – NEW MODEL

  • Operations continuing under enhanced health and safety guidelines.