Client Support Worker (CSW) - City of Toronto – Shelter, Support & Housing Administration - Toronto, ON
(2023-01)
- Perform initial screenings and assess client eligibility for admittance to emergency shelter programs.
- Help with daily shelter operations, including intake monitoring and shift routines.
- Apply city policies and shelter standards to keep a safe environment.
- Respond effectively to crises using CPI strategies.
- Complete incident reports and client documentation accurately.
- Collaborate with supervisors and staff to ensure smooth shift transitions.
- Inculcate basic life skills in clients to support their day-to-day well-being.
- Admit clients and help them in integrating into the emergency shelter environment by providing a tour of the program, explaining the rules and policies, fire safety procedures, and housing first philosophy.
- Ensure the safety and well-being of clients and staff by doing regular facility and bed/room checks.
- Assess and aid with addressing the client's personal hygiene, medical, financial and emotional needs and refer them to appropriate community health, housing and social support services if necessary. Consult with other City staff and with community agencies (e.g., hospitals, social workers, doctors, courts, shelter providers, etc.) to ensure clients receive high-quality service.
- Help when medical emergencies and other critical incidents occur within the shelter using first aid, problem-solving, and crisis intervention techniques to de-escalate conflicts.
- Provide a prominent level of professional customer service skills in setting up and keeping working relationships with clients, service providers, the public and/or staff when addressing service inquiries, requests and/or complaints.
- Document shift occurrence information in line with internal policies, including the completion of logs, incident reports, case management notes and recording admittance and discharge information in the SMIS system.
- Participate in meetings, case conferences, and divisional initiatives, as well as the development of client case plans and program development and delivery (e.g., recreation, educational, social/life skills).
- Ensure an elevated level of customer service and professionalism.
- Undertake training and other duties as needed.
- Provide frontline support to shelter residents, ensuring safety, dignity and respectful care.
Shelter Support Worker (CSW) - Homes First Society - Toronto, ON
(2022-01)
- Support individuals experiencing homelessness through emergency shelter services.
- Provide referrals, advocacy and emotional support.
- Monitor safety, enforce guidelines and promote resident well-being.
- Collaborate with multi-disciplinary teams.
Youth Intake Worker - Evas Initiatives - Toronto, ON
(2021-01 - 2023-12)
- Supporting risk youth with housing stabilization, crisis support and life skills development.
- Built trusting relationships to encourage engagement and independence.
- Aided with referrals to education, employment and mental health services.
- Maintained case notes and took part in client support planning.
Program Supervisor - Firgrove Community Centre - Toronto, ON
(2019-01 - 2021-12)
- Coordinated staff Community Liaison/Food Bank & After School Program.
- Coordinated outreach programs supporting youth and families.
- Supervised after-school activities and staff, ensuring safety and quality engagement.
- Managed food bank, distribution and volunteer coordination.
- Strengthening partnerships with local community organizations to foster the well-being of the local people.
Alarm Monitoring & Call Centre Representative - API Alarms - Toronto, ON
(2020-01 - 2020-12)
- Responded to emergency and security alarm calls efficiently.
- Provided calm customer support in high stress situations.
- Coordinated emergency services when needed.
- Maintained correct call logs and documentation.
