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Inner City Mail: How Boyle Street and Bissell Centre Unified Mail Services to Support 1,800+ Edmontonians

This past spring, Boyle Street Community Services and the Bissell Centre came together to unify our mail services into one cohesive program: Inner City Mail (ICM). Operated jointly by Boyle and Bissell staff, ICM serves over 1,800 Edmontonians, providing them with a stable and accessible mailing address – a vital tool for navigating the complex bureaucracy of housing, benefits, identification, and more. 

A woman sits at a desk with a tablet and a stack of envelopes
Boyle Street Staff Go Through Mail

The decision to form Inner City Mail was borne out of unique circumstances. After our move out of our former community centre in September of 2023, our programs and services landed in a variety of areas. Our friends, partners, and supporters stepped up to ensure our move didn’t interrupt delivery of services – especially the Bissell Centre, who made space for us in one of their buildings (Bissell East). As a result, our mail service ended up operating in the same building – in the same room – as Bissell’s mail service. And seeing our programs in action next to each other gave us the idea to integrate them. 


We're committed to listening to our community, adapting to their needs, and striving toward a future where everyone has access to the services they require. So, when we first considered integrating our mail services, we turned to the people we serve to ensure the transition aligned with their needs. 

a stack of envelopes

The response was overwhelming: 92% supported the integration (and 4% had no opinion). Guided by this feedback, we combined Boyle and Bissell’s mail programs into a single system, operating out of the Bissell East location with extended hours and a combined team. Now, accessing your specific mail program is simpler – there is only ICM – reducing confusion and ensuring easier, quicker access to essential mail. 


For many, receiving mail is a mundane aspect of daily life, but for the individuals we serve, it can be a lifeline. Without a reliable address, the barriers to accessing social services, housing applications, and even job opportunities become insurmountable. Official documents, benefit checks, and vital correspondence often require a fixed address—something many take for granted.  


Inner City Mail breaks down these barriers, restoring a sense of agency for those who rely on this connection. It empowers individuals taking steps toward stability and independence, whether that means securing employment, accessing healthcare, or reconnecting with family and friends.  


But ICM isn’t just about the mail – it's about the people. The staff not only know everyone’s name, but also their needs, allowing them to connect those we serve with other programs and services available to them at Boyle, Bissell, and beyond. 


“Mail isn’t transactional, it’s relational,” says Bob Frohlich, the Team Lead for ID and Mail Services.  


“People who only hear ‘No’ wherever they go - ‘Can I use the washroom?’ ‘No.’ ‘Can I sit here?’ ‘No.’ ‘Can I get the time? ‘No.’ No, no, no – all day, every day. 

“Then they come here and we know everyone by name, we remember them. This never happens anywhere else. 


“This is what connection looks like. To be valued, known, and loved. That’s community.” 


Every envelope delivered, every ID issued, every warm greeting – these are reminders of why we do this work. It's about helping people find or create a community they can call their own, a place where they're truly known. Inner City Mail shows that change isn't just about a new address -- it's about fostering a new sense of home


Groups of people huddled around desks in a room with blue walls
Bob (3rd from right) helps Boyle staff, Bissell staff, and volunteers worked together to integrate the separate mail programs into Inner City Mail.

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