Sarnia is a city in Southwestern Ontario, and had a 2011 population of 72,366. It is the largest city on Lake Huron and in Lambton County. Sarnia is located on the eastern bank of the junction between the Upper and Lower Great Lakes where Lake Huron flows into the St. Clair River, which forms the Canada-United States border, directly across from Port Huron, Michigan. Located in the natural harbour, the Sarnia port remains an important centre for lake freighters and oceangoing ships carrying cargoes of grain and petroleum products. The natural port and the salt caverns that exist in the surrounding areas, together with the oil discovered in nearby Oil Springs in 1858 led to the massive growth of the petroleum industry in this area. The complex of refining and chemical companies is called Chemical Valley and located south of downtown Sarnia. Chemical Valley and the surrounding area are home to 62 facilities and refineries. These industrial complexes are the heart of Sarnia's infrastructure and economy.

Unique Store Operations Management
For many SSVP Store Managers, the challenges to manage their singular store operations at times may seem daunting. Envision having eight store locations to oversee! Everyday challenges of product supply, meeting the needs of the community, personnel and staffing issues are significantly magnified when you consider that you must balance these aspects of your operations over eight locations throughout Sarnia and the surrounding Lambton County. Locations include four surrounding towns in Lambton County (Watford, Forest, Petrolia and Corunna). In Sarnia, there are four locations (East Street, Davis Street – which serves as a Help Centre and Dollar Store, Vincent's – the latest store to open and a Warehouse). So how can management of this complex operation be so successful? Meet Steve Dew, Store Manager, for the past 20 years. Steve was recruited by the SSVP Particular Council as the previous store manager was retiring. Steve credits his orientation/mentoring about the SSVP to the former store manager, who was also a Vincentian. At that time, there were three store locations, East Street in Sarnia, Petrolia and Forest. Similar to many Store Managers, Steve had a sense of what the SSVP Mission was, but once you become involved with the many personal stories of the families you meet, your life changes. Steve considers his background to be the typical middle class family. He had no real concept of what a ‘poor person' was. Compassion, humility and a genuine desire to help make a positive difference in the lives of families he met daily became the cornerstone of change in his personal life. He has a simple philosophy for right and wrong …no person should be denied the basics of life!

Advocacy: Steve has become a staunch advocate for the poor on many levels. What started out as direct help with the families he meets daily has now expanded to representing ‘the voice of the poor' at numerous community and government levels. Steve sits on the Lambton County Homeless Committee, which identifies issues around homelessness, but also takes actions to address and help individuals. He also participates with several other agencies such as the Salvation Army, the Canadian Mental Health Association, the John Howard Society, the Women's Shelter and the Inn of the Good Shepherd (the local food bank in addition to the SSVP and Salvation Army food banks). He sits on the Ozanam Board which oversees a 42 unit apartment geared to low income. The home is inclusive of 12 units for persons with disabilities sponsored thru the March of Dimes, six units are for women in transition from the Women's Shelter to getting their lives back to normal. This home was started by the SSVP Society as the sponsoring agency and is now funded by the Provincial Government and serves Lambton County. There are many more other groups/agencies that Steve lends his ‘voice to help the poor'.

Yule Glow: Steve coordinates the ‘intakes' for this Christmas distribution program that involves eight churches and the Salvation Army. Over 1800 families are served, (900 each thru the SSVP and Salvation Army). Applications are mailed out by Ontario works and ODSP but are submitted to Yule Glow at the SSVP and Salvation Army.

Face of the SSVP in the Community: By participating with many other agencies, Steve has accomplished what most other SSVP Councils and Stores only dream about. He has educated and promoted the works of the SSVP to the broader community in such a way that the ‘humble' origins of the Society are still the framework of what his operations achieves. Overtime, he has developed a very effective Network Relationship with these organizations, that the face of the SSVP in the community is very well understood, respected and seen as a leader in the areas they provide help.

Interaction with the SSVP Executive Board:

The Particular Council is comprised of five Conferences within Sarnia, plus conference representation from the surrounding towns in Forest, Petrolia, Corunna and Strathroy. A Store Committee is comprised with one member from each conference. This ensures that all conferences have participated and have a complete understanding of store operations. The Committee meets monthly. Steve participates in these meetings, by submitting his Store Report. The Store Report is inclusive of basic Financial (Income and Expense statement) and Operational Issues such as the challenges associated with the provincially required minimum wage increase. Steve will make recommendations to resolve the challenge and if necessary, discussion amongst the committee members will take place, but in the end a decision will be made and closure of the topic is achieved.
The finalized Store Report is submitted by Steve to the Particular Council at their monthly meetings.

Support from the Executive Board/Particular Council:
A positive and supportive working relationship with the Executive Board is vital to the success of any store manager. Support by the Sarnia Executive goes far beyond just saying ‘good job'. The Council will advise and support Steve when changes and expansions are being made. The Council also recognizes the value added to the Sarnia store operations by supporting Steve's participation with other SSVP functions such as:

• Attending Annual SSVP AGA meetings, which provides exceptional opportunity to participate in understanding the vision of the Society and how the Store Operations can contribute to the Society's Vision, often taking a lead role.
• Allowing Steve to assist other SSVP stores in Ontario, such assistance was provided to Bowmanville for one week.
• Attending SSVP Store Manager meetings throughout the province. These meetings not only develop network relationships with other Store Managers but collectively stores can share resources that improve their efforts to serve the poor. Steve is recognized as a leader amongst his peers and this leadership was demonstrated with Steve's co-participation in the development of a Store Operations Manual, a useful tool for SSVP Store Managers.

Stores Locations in Lambton County:

Watford Watford: This community has a Catholic Church but no SSVP conference or direct help is provided. The SSVP Store is the sole representation of the Society and the only Thrift Store in the town. The store is rented and has 1600 sq.ft. and employs two staff. The store was created as customers who traveled to nearby towns with SSVP stores requested a store be opened in Watford.

Forest Forest

Forest : This store is owned by the Society, has 1600 sq.ft. and employs two staff. The store is exceptionally clean and well organized. St. Christopher Catholic Church refers persons in need to go to the SSVP Store for assistance. At the store, assessments and help are provided.

Petrolia Petrolia

Petrolia: This store is rented, very attractive in the center of town. It is 1600 sq.ft. and has two employees. The local SSVP Conference operates a food bank.

Corunna Corunna: This store is rented. It is 1600 sq.ft. but is currently under construction to expand and create a furniture department. The store employs two staff.

Store Locations in Sarnia:

East Street East Street: This is the site of the original store and serves as the headquarters of the Store Operations. It also contains the SSVP Particular Council meeting rooms. The store employs two staff.

Davis Street Davis Street: This store has 3 primary roles: Help Centre - it provides various levels of support. Food thru the SSVP Food Bank. Rent/Utility Bank averages $8000.00 in assistance monthly. Funding is provided by SSVP (75%) and the Lambton County Homelessness Plan (25%) Dental funding Food Bank - this is one of three primary food banks in Sarnia. The other two are operated by the Salvation Army and Inn of the Good Shepherd. The SSVP food bank serves 350-400 families per month. Dollar Store – Everything in the store is $1. All products not sold from the other SSVP store locations and items deemed for quick sale or in abundance are bargain priced. The store employs two staff.

An attractive layout helps move products.. even faster at the Davis Street location

Vincent's Store: This is the newest of the all the stores. The building is owned and was donated. $75,000 in upgrades was completed to make a very attractive downtown store. It is exceptionally well appointed, very appealing to all consumers, with the goal of attracting not only traditional thrift store shoppers, but inviting a broader cliental. ***It should be noted, that the product pricing at this store and all the other SSVP Stores are the same*** There are two and a half paid staff.

Vincent's Store: Shoe Display Vincent's Store: Books and Games

Vincent's Store Vincent's Store: Clothing Vincent's Store: Feature Mannequins and Furniture

Warehouse: The warehouse is the primary location for processing, sorting, distribution and bale preparation. While each of the other stores has a small area within their stores for sorting clothes, the bulk of the sorting is conducted at the warehouse, and then distributed to each of the seven other retail locations. It also serves for off season storage. Sufficient bale is collected for sale to bale vendors every five- to six-weeks. The warehouse employs two paid staff and two truck drivers. Warehouse

Store Management:
Steve is the sole Store Manager for ALL locations. Empowerment, training, trust, and commitment are the characteristics bestowed upon the staff. All stores complete the following:

• Conduct their own banking deposits
• Report sales weekly to Steve
  • Steve will track data and identify trends
  • Breakdown data by product type
• All stores will interchange product twice weekly to keep product fresh, Steve coordinates
• All stores have a Vinnie's Value section, where all items are $1. These are items looking for quick sale. If they are not sold, they are sent to the Davis Street store. Items are kept fresh and turnover must be very fast.
• All product is colour coded with coloured tags for product rotation
• Retail pricing is the same for ALL locations. This is very important to ensure consistency and simplicity in pricing. A large pricing display board is above all cash registers. ****The pricing policy is reflective of balancing the need to operate the stores cost effectively and maintaining low affordable prices that support the financial capacity of the poor****

Steve completes an annual store budget. He establishes a current and five year goals for each store and the collective group.

Store Visits: Steve visits stores once per month. Store operational review includes:

• Take account of inventory levels
• Ensure quality of inventory is maintained
• Discuss operational issues
• May assist with any physical changes required in the store
• Dialogue with staff about the ‘needs' of the people we serve.

Visions for the Future: Everything Steve has accomplished over his 20 years did not just happen haphazard; the expansion from three stores to eight required vision. Many managers have ‘wish lists', but unfortunately, they are never realized. Vision combined with well thought out developmental plans and execution produce results. They take hard work, courage, risk taking and commitment. All of these Steve has and continues to demonstrate very effectively. On Steve's Vision List (not wish list):

• A bed bug decontamination booth. This is currently in process of development. The material chamber has been purchased and testing will be conducted soon.
• A Furniture Repair and Refinishing division, reducing waste and improving recycling.
• A Craft and Sewing division where material goods can be used for creative applications.
• An electronic testing division.

Summary The management style of the Sarnia store is complex yet very simplified. Our Society's foundations were built upon being humble and working quietly/discreetly in the community. Those principles, while in many ways are still part of the culture of the Sarnia operations, have also been modified to what is necessary to further the delivery of our service to the poor today. The development of Network Relationships with other community agencies, Advocating for the Poor, Vision, and Risk Taking have been taken to a new level. They are necessary for all store operations to further the SSVP presence in the community today.

The primary focus of the Sarnia stores is on the Mission and Values of the SSVP as the centerpiece of ALL actions taken. This includes:

• Seeing Christ in anyone who suffers
• Coming together as a family
• Having personal contact with the poor
• Helping in all possible ways.