Angella Nakibuule

Dedicated and compassionate Social Services Professional with 6 years of experience supporting vulnerable populations, including individuals experiencing homelessness, mental health challenges, addictions, and crisis situations. Skilled in trauma-informed care, crisis prevention and intervention, harm reduction, and client-centered service delivery. Strong background in shelter operations, case management, conflict resolution, and community resource navigation.

Recognized for excellent communication, leadership, and organizational abilities in fast-paced environments.

Community Shelter Worker – Reduced Full time - Fred Victor - Toronto, Canada

(2020-01)

• Admit and orient clients to the emergency shelter, explaining rules, policies, fire safety, and Housing First principles.
• Conduct initial screenings and assess eligibility for shelter programs.
• Record admissions and discharges using the SMIS system.
• Respond to medical emergencies and critical incidents using crisis intervention and de-escalation techniques.
• Participate in case conferences, meetings, and program development initiatives.
• Complete logs, occupancy reports, incident reports, and case notes in accordance with internal policies.
• Assess and support clients' hygiene, medical, financial, and emotional needs; provide referrals to community resources.
• Liaise with hospitals, social workers, courts, and other agencies to ensure coordinated client care.
• Conduct hourly facility and bed checks to ensure safety and compliance.
• Maintain high standards of customer service and professional communication.
• Participate in ongoing training including Health & Safety, IPAC, and harm reduction.

24-Hour Shelter Worker - Contract - Homes First Society - Toronto, Canada

(2018-01 - 2019-12)

• Provided 24-hour frontline support to clients experiencing homelessness, mental health challenges, addictions, and crisis situations.
• Monitored client safety through regular wellness checks, room checks, and facility rounds.
• Responded to emergencies, behavioral escalations, and critical incidents using trauma-informed crisis intervention and de-escalation techniques.
• Supported clients with daily living needs including hygiene, meals, medication reminders, and access to essential resources.
• Completed shift logs, incident reports, occupancy reports, and case notes in SMIS in accordance with organizational policies.
• Assisted clients in navigating community supports including housing, income assistance, mental health, and harm reduction services.
• Collaborated with case managers, social workers, and external agencies to ensure coordinated care.
• Maintained a safe, clean, and supportive shelter environment while enforcing shelter policies and procedures.

24-Hour Shelter Worker - Red Door Family Shelter - Toronto, Canada

(2019-01 - 2020-12)

• Served as first point of contact for clients entering the 24-hour emergency shelter, providing orientation, support, and crisis response.
• Conducted intake screenings, assessed immediate needs, and connected clients to appropriate internal and external supports.
• Provided harm reduction support, overdose prevention, and de-escalation for clients with complex needs.
• Documented all shift activities, incidents, and client interactions using SMIS and internal reporting systems.
• Supported families, women, and vulnerable individuals with safety planning, conflict mediation, and emotional support.
• Coordinated with healthcare providers, housing workers, and community agencies to meet client needs.
• Ensured compliance with shelter standards, health and safety protocols, and emergency procedures.
• Contributed to a trauma-informed, client-centered environment that prioritized dignity, respect, and empowerment.

Community Shelter Worker - St. Felix (Agency Under Ridge)

(2018-01 - 2020-12)

• Served as first point of contact for client needs and inquiries across multiple shelter stations.
• Prepared reports and documentation to support client services.
• Collaborated with onsite health teams to address medical needs.
• Utilized SMIS and Pirouette for case management and documentation.
• Maintained confidentiality and promoted harm reduction through client-centered support.
• Monitored behavioral changes and provided crisis intervention and de-escalation.
• Made referrals to community programs and external agencies.
• Managed high-volume inbound and outbound calls in a contact-center environment.
• Supported clients with rehousing plans and housing searches.
• Encouraged continuous learning, innovation, and staff development.

Bachelor of Social Work & Community Service - Social Work & Community Service - Kampala International University (2015-01 - 2017-12)