Community CaseWorker - Homes First Harm Reduction (Better Living)
(2021-01)
- Support clients in identifying, establishing, and working toward individualized goals using a client-centred, trauma-informed, and harm-reduction-focused approach.
- Utilize case management practices to identify client needs, establish appropriate supports, and facilitate access to community resources and services.
- Build and maintain professional relationships with clients based on trust, respect, empathy, active listening, and non-judgmental communication.
- Provide frontline support to individuals experiencing homelessness, housing instability, crisis, addiction, and other complex social challenges.
- Respond calmly and professionally to individuals experiencing emotional distress, conflict, crisis, or challenging situations.
- Apply effective de-escalation and conflict-resolution techniques to promote safety and reduce the potential for escalation.
- Provide harm-reduction support to individuals who may be experiencing substance-use challenges, while maintaining dignity, respect, and client autonomy.
- Assess immediate client needs and connect individuals with appropriate internal and external services, resources, and community supports.
- Make appropriate referrals to community agencies and service providers based on individual circumstances, identified needs, and client goals.
- Assist clients in navigating available community resources and supports and encourage individuals to actively participate in decisions affecting their goals.
- Use active listening and effective communication to understand client concerns, identify priorities, and provide appropriate support.
- Maintain a calm, respectful, and supportive environment while working with individuals with diverse needs, backgrounds, and circumstances.
- Exercise sound judgment and problem-solving skills when responding to unexpected situations and changing client needs.
- Collaborate with colleagues and community service providers to promote coordinated and consistent client support.
- Maintain professional boundaries while developing positive and respectful working relationships with clients.
- Demonstrate patience, empathy, cultural sensitivity, and professionalism when interacting with individuals experiencing complex life circumstances.
- Support clients in identifying practical steps toward their personal goals and encourage continued engagement with available services.
- Provide information about relevant community resources and assist clients in identifying services that may support their needs and objectives.
- Work effectively in a fast-paced frontline environment requiring flexibility, organization, communication, and the ability to prioritize competing client needs.
- Contribute to a safe and supportive shelter environment through professional conduct, respectful communication, and appropriate response to client concerns.
- Maintain confidentiality and professionalism when handling sensitive client information and interactions.
- Demonstrate strong interpersonal, communication, crisis-management, problem-solving, and relationship-building skills in daily client interactions.
Early Childhood Educator / Child Care Professional - Garderie Petit Bateau (Daycare)
(2018-01 - 2021-12)
- Applied knowledge of the Day Nurseries Act and applicable child-care licensing requirements.
- Developed and implemented programs supporting children's physical, cognitive, emotional, and social development.
- Planned and led age-appropriate activities including stories, songs, art, dramatic play, music, physical activity, and local outings.
- Supported children in developing appropriate eating, dressing, and toileting habits.
- Observed children's development and prepared reports for parents, guardians, and supervisors regarding learning or behavioural concerns.
- Maintained an environment focused on children's health, safety, security, and well-being.
- Built collaborative relationships with co-workers, parents, and community service providers.
Housing Administrator - Richmond Community Management Services
(2017-01 - 2019-12)
- Managed telephone reception, routed calls, monitored and returned voicemails, and responded to inquiries.
- Checked and responded to emails and maintained organized office filing systems.
- Entered rent payments into the Yardi system and responded to member and tenant inquiries or concerns.
- Coordinated work orders and contractors, ensuring requests were entered and followed up in a timely manner.
- Prepared and posted reports, memoranda, notices, board meeting minutes, vacancy reports, and meeting packages.
- Supported Board, General Membership, annual member, receiver, and other organizational meetings as required.
- Managed petty cash and completed administrative correspondence including forms, letters, reports, and memos.
Newcomer Youth Support - Youth of Today, Hope of Tomorrow
(2015-01 - 2017-12)
- Supported newcomer youth with job searches, resume development, and employment preparation.
- Assisted youth in identifying suitable employment opportunities based on their interests, skills, and goals.
- Provided guidance on preparing professional resumes and presenting skills and experience effectively to potential employers.
- Helped newcomers navigate the initial stages of the employment-search process and build confidence in pursuing job opportunities.
- Communicated with youth from diverse cultural and linguistic backgrounds in a respectful, supportive, and approachable manner.
- Encouraged youth to develop practical job-search skills, including identifying opportunities and preparing application materials.
- Built positive relationships with newcomer youth by providing individualized support and encouragement.
- Helped connect participants with information and resources relevant to employment and community participation.
- Participated in organizational activities designed to support and engage newcomer youth.
- Assisted with fundraising initiatives and community-based activities supporting organizational programs.
- Worked collaboratively with other volunteers and organization members to support program activities and community initiatives.
Collections / Customer Service Representative - TD – Collections Department
(2013-01 - 2015-12)
- Managed high-volume telephone communications while providing professional customer service and responding to inquiries.
- Gathered information, assessed needs, and used analytical and communication skills to resolve issues diplomatically.
- Completed more than 150 outbound calls per day while maintaining effective communication and problem-solving standards.
- Trained, mentored, and motivated new employees with a focus on productivity, efficiency, and performance.
Building Manager - Met Cap Living
(2010-01 - 2012-12)
- Supported leasing service delivery, showed apartments, received rent payments, and maintained accurate records.
- Delivered responsive service in a fast-paced, high-volume environment requiring planning, prioritization, organization, and time management.
Customer Service Representative - Canoraa
(2007-01 - 2009-12)
- Provided customer service and resolved issues promptly to support customer satisfaction and prevent escalation.
- Estimated and quoted prices, prepared merchandise for purchase, and assisted with product display.
- Maintained strong organization and attention to detail in daily customer-facing responsibilities.
