Service Durham champions dementia-friendly support

Durham Region is proud to share that Service Durham (311) has been officially recognized as a Dementia Friendly Supporter by the Durham Alzheimer’s Society. This recognition reflects an ongoing commitment to creating a community where everyone feels understood, respected, and supported.

“Becoming a Dementia Friendly Supporter reflects our commitment to building an organization where accessibility, inclusion, and compassion are embedded in how we serve the community,” explains Barb Goodwin, Commissioner of Corporate Services. “By investing in training that equips staff with the awareness and confidence to better support people living with dementia and their caregivers, Service Durham is helping create service experiences that are respectful, supportive, and people-centred.”

Supporting residents at every stage of life

Dementia can affect individuals and families in many ways. Creating inclusive and welcoming spaces is essential to helping people feel connected and confident. “For many residents and families in our community, dementia is part of everyday life. Becoming a Dementia Friendly Supporter helps our staff better understand these experiences and respond with patience, respect, and care” emphasizes Junaid Sarwar, Director of Service Durham.

This recognition highlights the steps Service Durham has taken to ensure residents living with dementia, and their caregivers, receive compassionate, informed support when they reach out for help. “Alongside training staff to serve residents in sign language and the launch of our Hidden Disabilities Sunflower program, this work reflects our commitment to creating safe and inclusive customer service experience,” says Junaid.

Building awareness through training

As part of becoming a recognized Dementia Friendly Supporter, all Service Durham staff have completed Dementia Friendly Awareness training. This training helps staff better understand dementia and recognizes how it may impact communication, behaviour, and interactions. “The dementia training provided me insight into the world of someone experiencing changes and challenges,” reflects Jennifer McRae, Customer Service Specialist, Service Durham. “I am creating caring and empathetic interactions with my customers by ensuring they receive warmth, patience, and kindness.”

By strengthening awareness and adapting everyday practices, Service Durham is better equipped to support residents with patience, understanding, and respect every time they connect with 311.

Working together for a more inclusive community

Becoming a Dementia Friendly Supporter is an important milestone, but it’s not the finish line. Durham Region remains committed to ongoing learning, growth, and improvement as it continues to support all residents across the region.

For more information about Service Durham, visit myDurham311.ca or contact:

• Inside Durham Region: 311
• Outside Durham Region: 905-668-7711 or 1-800-372-1102

Residents looking to learn more about dementia education, resources, and supports are encouraged to connect with the
Durham Alzheimer’s Society.

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