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Brought to you by Help Scout's Mat Patterson, The Supportive is a new monthly show for the customer-centric leaders of today and tomorrow. Tune in for tons of customer experience insights, practical tips, expert advice, and a bit of fun. (Also dad jokes).
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To The Point, a Council of Large Public Housing Authorities podcast offers you concise, digestible overview of the most pressing topics facing the public and affordable housing industry. You’ll hear from leaders from across the housing spectrum from public housing authorities’ executives to notable researchers, academics, to federal, state, and local officials, to representatives from community-based organizations. Jeffery K. Patterson, CEO of the Cuyahoga Metropolitan Housing Authority and ...
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Conversation w/Housing Authority of the City of Los Angeles CEO Lourdes Castro Ramirez
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22:14
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To The Point Host Jeffery K. Patterson sat down with CLPHA Board Member and Housing Authority of the City of Los Angeles President and CEO Lourdes Castro Ramirez to discuss many topics, including beginning her role as CEO just as the wildfires in Los Angeles erupted. Jeffery and Lourdes also talked about HACLA's successful workforce development pro…
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Episode 10 — Inside Buzzsprout support with Priscilla Brooke
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42:54
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Priscilla Brooke leads a team of support experts to help podcasters run, distribute, and grow their shows. In this episode she talks about her journey into support, and her approach to service at Buzzsprout.
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Elevate CX founder Sarah Hatter chats with Mat (again!). This time, she shares her community building journey from idea to impact, revealing how in-person connections, shared wisdom, and a true sense of belonging have shaped Elevate CX into the community it is today. For the full show notes, transcript, and links: https://www.helpscout.com/resource…
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Sarah Hatter — support veteran, community legend, and founder of ElevateCX — joins Mat to talk about the early days of SaaS support, and the human support of the future.
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Mat and a bunch of support experts share actionable tips, encouragement, and helpful advice for people new to support, those considering a support career, and even jaded veterans. For show notes, further reading, and links to our contributors, see https://www.helpscout.com/resources/supportive-podcast/S1E7/ A huge thank you to everyone who contribu…
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In the final Supportive Podcast of the year, Santa's dealing with change, just like the rest of us, and Mat has some thoughts and thanks as we consider 2025.
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Leading the National Housing Crisis Task Force: A Conversation with Cleveland Mayor Justin Bibb
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19:10
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Cleveland Mayor Justin Bibb sits down with CLPHA President Jeffery K. Patterson to discuss the efforts of the National Housing Crisis Task Force to put forward bipartisan solutions to the nation's affordable housing crisis. As co-chair of the Task Force, Mayor Bibb highlights the important role that public housing authorities play in solving the cr…
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A stranger delivers a USB-C stick from the future, and Mat discovers it contains a recording of a corporate onboarding for new support staff in November of 2028. What does it all mean?
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Patto Presents - Epochal Growth - Customer Centricity Through Journey Mapping
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55:06
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Mat's away on sabbatical, so this month we're sharing an episode of Epochal Growth, hosted by Sarah Caminiti and featuring Ben McCormack. Huge thanks to Sarah for sharing her interview with us. To hear more from Sarah on Epochal Growth, visit https://www.epochaloperations.com/epochal-growth ___ In Episode 6 of Epochal Growth, host Sarah Caminiti si…
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Supportive Shorts — My First Customer Service Job
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2:59
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Mat describes his first customer service experience working as a paper boy. What was yours? Email [email protected] to let us know.
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Mat chats with Elyse Mankin, experienced support leader and former headband girl to talk about her experiences moving from frontline support into a leadership role. They discuss the challenges of making time to get out of the queue, Elyse's strategies for planning her time, delegation, and focus, her favourite leadership resources, and the power of…
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Episode 4 - Greatest Mistakes in Customer Service History
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19:26
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In this episode, Mat shares stories and lessons from six examples of customer service fails throughout history — from poor quality trade goods in ancient Mesopotamia to spectacularly bad motel service in present-day Australia.
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The Biden/Harris White House recently announced their "Time is Money" governmentwide crackdown on customer unfriendly practices. What's it all about, and will it make any difference to real world customer experience for Americans...Mat Patterson takes a look. Here's the White House statement: https://www.whitehouse.gov/briefing-room/statements-rele…
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Ben Henderson — product manager, former DJ, and boot Tetris expert — chats with Mat about his role and how customer support leaders can most effectively make their case for product changes and fixes. Plus, an Aussie slang challenge! For show notes, relevant links, further reading, and a full transcript visit: https://helpscout.com/resources/support…
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Supportive Shorts - We (May) Need Another Hero
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5:00
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Evidence that Australia loves Tina Turner, and how new technology may prove Tina wrong - in that support teams may actually need another hero.
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Episode 2: Self-Service is the Future of Online Support
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Self-service technology ancient and modern, a German monk, and Shawna explains Gross Margin in this episode of The Supportive Podcast. For show notes, transcript and further reading: https://www.helpscout.com/resources/supportive-podcast/S1E2/ Mat makes the claim that the future of online support is self-service. More specifically: elf-service driv…
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In this in-between non-episode, Mat talks about why Help Scout is not an AI-first company.
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Conversation with HUD Principal Deputy Assistant Secretary Richard Monocchio
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22:28
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Jeffery K. Patterson sits down with Richard Monocchio, Principal Deputy Assistant Secretary of HUD's Office of Public and Indian Housing, to discuss what he has learned as he completes his first year in office. Jeff and Rich discuss the innovations brought by MTW programs, the importance of cross-sector work in improving life outcomes for low-incom…
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Episode 1: AI and the Future of Support Teams
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AI and the future of support teams, 3 truly terrible predictions, several action items for support leaders, and Shawna explains the Rule of 40. https://www.helpscout.com/resources/supportive-podcast/S1E1/ 3 terrible predictions from history: Mail delivery by rocket Automation will make a second job as socially unacceptable as bigamy Steve Ballmer: …
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Check out the trailer for the upcoming Supportive Podcast from Help Scout.
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Reimagining Home Forward: A Conversation with CEO Ivory Mathews
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Home Forward CEO Ivory Mathews joined To The Point host Jeffery K. Patterson for a conversation about the Reimagining Home Forward Initiative. Ivory discusses how the initative addresses systemic racism by "calling up, calling out" racial injustices in Home Forward's history and is forging an inclusive path forward by implementing a racial harm pol…
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CLPHA Board President Jeffery K. Patterson sits down with Eugene Jones, Jr. to discuss a career spanning four decades and includes leading some of the nation's largest housing authorities including Kansas City, Chicago, Indianapolis, and most recently Atlanta from where he stepped down late last year. Gene describes what drew him to the public hous…
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Creating Opportunities for PHAs to Partner with Community Behavioral Health Organizations
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In a recent CLPHA member survey, 84 percent said access to behavioral and mental health services, including substance use treatment, is one of the biggest health challenges for their residents. PHA residents are dealing with everything from acute mental health crises to the stress and anxiety of living in poverty, but forward-thinking PHAs are coll…
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How to Protect Your Housing Authority from Cyberattacks
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Public housing authorities face the same cybersecurity threast as any large organization. H.A.I. Group CEO and cybersecurity expert Ed Malaspina joins host Jeffery K. Patterson to discuss what public housing authorities can do to protect themselves from the very real threat of cyberattacks. Thanks for listening to To The Point, a podcast of the Cou…
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Seeing Red: The Impact of Redlining in Cleveland, Ohio
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The practice of redlining is where public and private officials and professionals designated certain neighborhoods as high-risk largely due to racial demographics. This led to denied loans or significantly higher interest rates in those neighborhoods. It institionalized racial bias, and denied generations of Black families the ability to build and …
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How HACLA Is Combatting Homelessness in Los Angeles
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Los Angeles Mayor Karen Bass has declared a state of emergency on homelessness in the city. In this episode, host Jeffery K. Patterson sits down with the Housing Authority of the City of Los Angeles (HACLA) President and CEO Doug Guthrie and Council of Large Public Housing Authorities (CLPHA) Executive Director Sunia Zaterman to discuss why homeles…
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To The Point host Jeffery K. Patterson, CLPHA president and Cuyahoga Metropolitan Housing Authority CEO, discusses how public housing authorities are approaching race, equity, inclusion and belonging principles with Sunia Zaterman, CLPHA executive director; Karen Dubois-Walton, Elm City Communities CEO, and Adele James from Adele James Consulting. …
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Cuyahoga Metropolitan Housing Authority CEO and CLPHA President Jeffery K. Patterson sits down with CLPHA Executive Director Sunia Zaterman to discuss how CLPHA’s Housing Is Initiative has elevated collaborations between the housing and education sectors to improve education outcomes for low-income students of all ages, and Sunia explains how CLPHA…
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SHRA's La Shelle Dozier on Sacramento's Choice Neighborhood Initative Project
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Cuyahoga Metropolitan Housing Authority CEO and CLPHA President Jeffery K. Patterson sits down with CLPHA Executive Director Sunia Zaterman to discuss the history of the Choice Neighborhoods Initative (CNI). Sacramento Housing and Redevelopment Agency Executive Director La Shelle Dozier also joins Jeffery to highlight Sacramento's $320 million rede…
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Inaugural Episode, NYCHA's Greg Russ on the Blueprint for Change
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Inaugural Episode with host Jeff Patterson discussing Washington updates with CLPHA ED Sunia Zaterman, then talking with NYCHA's Greg Russ about the Blueprint for Change. Thanks for listening to To The Point, a podcast of the Council of Large Public Housing Authorities.By Jeff Patterson
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