A Profile of Theresa Smith
Curious, adaptable, people-focused problem solver

Theresa Smith’s career in facilities management (FM) began unexpectedly, after studying communications in college. While she’s now the Facilities Specialist with The Co-Operators insurance firm, earlier in life she was uncertain about career directions. Seeking temporary work through an agency, she landed a role as a receptionist and switchboard operator under the facilities team at a large company. A six-week stint turned into six months and ultimately sparked a 20+ year career.

“As a receptionist, you’re the gatekeeper for your company,” Theresa reflected. This role shifted her perspective, helping her recognize the importance of frontline positions in supporting organizational success. This realization inspired her to pursue professional development, including a frontline security awareness seminar. The course emphasized the vital role receptionists play in high-security environments, reinforcing Theresa’s commitment to her role and to FM as a career path.

Theresa quickly moved beyond reception, taking on new positions such administrative assistant, office facilities coordinator, and eventually office facilities specialist. Throughout her career, she embraced the diverse challenges of FM, from onboarding processes and access control to project management in complex facilities.

“I’ve worked in facilities with over 1,500 employees in one location, supported by a core team of fewer than 15 people,” she recalled. “Reception and admin teams became key touchpoints, connecting staff to the facilities team. It’s about leveraging those connections to solve problems and improve the workplace.”

Theresa emphasized the importance of cultivating relationships, joining company committees to stay visible, and collaborating with administrative assistants to address facility needs. “Facilities management is about noticing the details, whether it’s a leak on a ceiling tile or a faulty desk phone,” she said. “Being present in the space allows you to identify issues before they escalate.”

Over the years, Theresa has witnessed significant shifts in FM, particularly during and after the COVID-19 pandemic. Workplace dynamics evolved, prompting a rethinking of office design, safety protocols, and employee engagement.

“At my current company, we’ve adapted by focusing on sustainability and automation. Facilities teams are integrating LED lighting, light sensors, and other energy-efficient technologies. These changes support environmental goals and drive cost savings,” she explained.

Theresa believes FM professionals must embrace technology and innovation to stay relevant. She’s furthering her FM education and networking skills as an IFMA member. From exploring the Internet of Things (IoT) to automating routine tasks, FM is becoming more data-driven and sustainable. She cautions against adopting technology solely for novelty. “Early adoption is often about environmental or strategic goals rather than immediate cost savings. It’s about balancing long-term benefits with practical implementation.”

For Theresa, FM is fundamentally about people. “The key questions are always: Are the people safe? Is the facility safe? Facilities management is about supporting your coworkers and ensuring the building functions as a reliable asset.”

Her career has been marked by a focus on employee well-being, from creating welcoming office environments to addressing emergencies. “I’ve faced challenges like Friday afternoon water leaks that, if unnoticed, could have caused massive damage. It’s about vigilance and prioritizing actions to prevent disruptions.”

Theresa’s upbringing shaped her FM perspective. Her father worked in commercial construction, designing heating and boiler systems. “Growing up, I heard stories about how buildings are constructed. My dad built them. Now I run them,” she said.

This grounding instilled a curiosity about how things work, whether assembling IKEA furniture or troubleshooting a malfunctioning kettle. It also fostered her appreciation for problem-solving and continuous learning, skills she considers essential in FM.

Outside of work, Theresa enjoys hiking, kayaking, and exploring the Canadian outdoors. She is also a whiskey sommelier, combining her “taste” for craftsmanship and discovery.

Theresa sees opportunities for FM to engage younger generations by aligning with their values, such as sustainability and technological innovation. “The next generation of FM professionals is highly informed and environmentally conscious. They’ll drive change in areas like automation and workplace design.”

She also emphasized the value of leadership and effective communication in FM. “Facilities teams are internal service providers. We need to communicate clearly, manage change effectively, and create a better workplace experience for everyone.”

Theresa draws inspiration from business principles, applying lessons from entrepreneurial stories to FM. “Facilities teams don’t generate revenue. we’re a cost center. But by finding efficiencies, like transitioning from fluorescent to LED lighting, we can deliver substantial value.”

For Theresa, FM is more than a job—it’s a dynamic, ever-evolving field that keeps her engaged and fit while constantly doing rounds and noticing things like phones that aren’t working. “I appreciate the variety. Every day is different, and there’s always something new to learn or improve. That’s what makes facilities management such a rewarding career.”

 

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