Four members of New Narrative’s Maintenance Crew: Roger Chau, Robert Conejo, PT, and Joe Palomares
New Narrative’s 40+ diverse sites have at least one thing in common: they all require basic upkeep amidst the wear and tear of daily living. This is where the agency’s in-house maintenance team comes in. The nine-person team covers projects large and small across the Greater Portland area through completing work orders submitted by New Narrative staff and the operations department. From whiteboard installation in office suites to turning over apartment units to prepare them for incoming residents, there is very little this crew doesn’t do!
Interpersonal Skills on the Job
Phuc Trong, or “PT” for short, is New Narrative’s Maintenance Manager and oversees the activities in the team. “My favorite thing at New Narrative is working with my team and helping our residents,” he says. One of the challenges about maintenance work in the mental health field is the balance of performing maintenance work while also being mindful of the impact the work has on residents and participants, many of whom are affected by severe mental illness. New Narrative’s Vice President of Operations Will Allen put it this way: “I consider all of our maintenance team members frontline service providers. These staff take a lot of pride in their service delivery and their relationships with community residents. They really understand the population we work with.” Will adds, “It’s not enough to simply fix a door; these guys are friendly, warm, comforting presences and are able to engage in de-escalation techniques in the spaces they work in when the need arises. For instance, sometimes the maintenance work happens in people’s private rooms, and the resident may be experiencing paranoia.”
A Longstanding Tradition
The maintenance team has one of the longest tenures and lowest turnover in New Narrative’s history. In-house maintenance has been in place at New Narrative for more than 20 years-at least as long as PT’s tenure with New Narrative! The reason for in-house maintenance work? “Team culture,” says Will. “It’s important to our agency that maintenance works well on-site with our participants and has a friendly relationship with them.” Additionally, the team is close-knit; many of the crew members are friends outside of work. Maintenance Supervisor Roger Chau says, “”My favorite things about working here is the teamwork and that it feels like a family.”
Shining in Crisis
Crew members on site at a residential home damaged during the ice storm
The maintenance crew works hard to keep the agency running smoothly, even when extraordinary events threaten business as usual. The January 2024 ice storm was one example: crew members helped to transport people to safe locations in the midst of the storm when one of the residences was damaged and without heat. The crew responded to a fallen tree emergency at one of the houses, delivered medications, cleared snow and ice all day one weekend day for a partner agency, responded to facilities with freezing temperatures due to heaters going down, and helped prepare residential sites ahead of the weather with de-ice salting. They worked long shifts without complaint to make sure everyone was safe, sometimes 15-hour days during that period.
During the initial COVID outbreak, the crew worked hard to distribute PPE supplies across the agency’s sites, supporting the already overloaded delivery team. They also assisted with infrastructure updates which allowed for safer social distancing measures for sites. Staff members note that the crew works together well, and pushes each other to succeed, working for the success of the team as opposed to their own notoriety. New Narrative’s Operations Director, Bashar Kasim, had glowing praise for the team:
“What I admire about the team is that I never hear a ‘no that’s not possible’…they will always find a way to say yes, even in times of crisis or long stressful days, and most importantly with a sense of positivity and patience. It’s one thing to be great at your job and get things done; it’s another when you’re able to cultivate a strong and positive culture both within your team and among all of the people you interact with. That is the key to success. And I can think of no other group of people who fit that sentiment more than our maintenance crew.”
The maintenance team literally keeps New Narrative’s doors open and we are thankful for their hard work!
New Narrative is a community nonprofit mental health provider working in the Greater Portland area with adults experiencing mental health challenges. Your support means more resources for our neighbors and loved ones living with severe mental illness. Consider supporting New Narrative with a gift of any size today.
