Substance Use Case Manager at Innercity Family Health Team (2023-09 – Present)
Provided intensive case management and care coordination for individuals experiencing substance use disorders, mental health challenges, homelessness, and other complex social needs.
- Conducted comprehensive client assessments and developed individualized service plans using a harm reduction, trauma-informed, and client-centered approach.
- Supported clients in accessing addiction treatment, withdrawal management, opioid agonist therapy (OAT), primary healthcare, mental health services, housing supports, income assistance, and community resources.
- Built therapeutic relationships with high-needs and hard-to-engage clients through outreach in shelters, supportive housing programs, hospitals, and community settings.
- Utilized motivational interviewing, crisis intervention, and de-escalation techniques to support client engagement, safety, and recovery goals.
- Collaborated with physicians, psychiatrists, nurses, social workers, and community agencies as part of an interdisciplinary team to coordinate comprehensive care plans.
- Enabled clients to achieve housing stabilization through effective tenancy maintenance strategies. Assisted clients in navigating social systems like ODSP, OW, and TCHC for better health outcomes. Provided comprehensive support for clients seeking assistance with social service access. Collaborated with multiple agencies to optimize client services and improve overall stability.
- Detected and managed risks tied to overdose, mental health crises, self-harm, and community safety issues, applying effective interventions and referrals.
- Maintained accurate and timely documentation, case notes, assessments, care plans, and reports in accordance with organizational, legal, and professional standards.
- Advocated for clients facing barriers related to homelessness, poverty, stigma, discrimination, and access to healthcare and social services.
- Aiding clients in navigating legal and immigration challenges
Mental Health Case Manager at LOFT Community Services (2021-06 – 2023-08)
Assists clients in the development and implementation of a care plan tailored to the client's needs and issues designed to improve quality of life. Identify and refer to resources specific to those needs and issues.
- Act as a liaison and client advocate among those involved with the client's care including family, other caregivers, medical and other multi-disciplinary providers.
- Conduct assessments such as RAI and OCAN and provide timely and accurate record keeping and reports as required.
- Provide supportive counselling or referral and linkages to health care, programs, or service providers.
- Provide crisis management/intervention and assist in the development of crisis plans for clients.
- Develop respectful and trusting relationships with clients using Recovery and Psychosocial Rehabilitation principles.
- Maintain strict confidentiality and follow all other required policies and procedures.
- Consistently interact with clients, staff, family members, other community agencies and partners in a professional manner that reflects favorably on the organization.
- Attend and actively participate in all required training.
- Liaise, collaborate and coordinate with other professionals, service providers and partners.
Residential Support Worker at Fife House (2020-08 – 2021-05)
- Provide crisis intervention and assist in the development of safe plans with clients.
- Conduct Case Management meetings to assess the needs and goals of residents.
- Coordinating support with resident Circle of Care.
- Provide case management to clients identifying with barriers related to substance use, mental health, physical health, housing and shelter access, immigration, and other intersecting barriers
- Conduct resident checks during day and overnight hours on regular schedule to check health and safety status.
- Participate in the administration of the program by completing and maintaining the required records, assessments or statistics such as client files in accordance with established procedures.
- Help build important life skills such as cooking and cleaning.
- Assist residents within facility and on community outings.
- Provide counseling and crisis intervention services.
- Monitor client medications and adherence to individual treatment plans.
- Collaborate with Residents support team to provide optimal support.
- Remain alert to problems or health issues of clients and competently responded.
- Determine specific needs and provided most appropriate level of services for residence well-being.
- Research community support services based on residence needs.
- Provide housekeeping support where necessary
- Assist residents with basic Activities of Daily Living.
- Submit maintenance request made by residence.
- Develop a plan of support and recovery which includes identifying priorities and goals, in conjunction with client, other professionals, areas identified through initial intake and OCANs
- Participate as a team member in program delivery by providing support and consultation to colleagues, identifying gaps in service and recommending solutions, participating in meetings, planning and evaluation initiatives, committees, events and activities; orienting new staff, students or volunteers; providing other related assistance as required.
Shelter Support Worker at Regeneration Community Services (2019-05 – 2021-05)
- Provide shelter support in various shelters across Toronto
- Collaborating with staff and other dedicated support personnel.
- Responding promptly to the needs of residents using the facility
- Managing the facility's day-to-day operations, focusing on residents' well-being
- Creating a safe and trustworthy environment for residents, ensuring their comfort and security
- Handling intakes and discharges with precision and care
- Establishing empathetic rapport with residents, making them feel valued and respected
- Maintaining strict adherence to the organization's policies and relevant guidelines
- Actively contributing to planning and delivering programs and activities for residents
- Serving as a valuable resource for residents, particularly regarding housing issues, support, and advocacy
- Fostering positive relationships with community members and local resources
- Meticulously implementing shelter policies, procedures, and residency agreements
- Participating in team-building activities and training, helping to maintain a cohesive work environment
- Utilizing intervention and mediation skills to resolve conflicts peacefully
- Ensuring that all records are comprehensive and diligently reporting important information
- Playing a vital role in the Client Intake Process
- Efficiently managing and maintaining client files
- Providing necessary letters for clients when required.
Donor Care Specialist at Covenant House Toronto (2018-12 – 2020-08)
- Sort, open, batch and tally donation mail, verifying cheques meet bank and CRA requirements for issuing tax receipts (i.e., Cheque made payable to Covenant House Toronto, date, signature and amounts match, donor name on donation coupon and cheque match, etc.) Data entry of general single donations is completed promptly as per set benchmarks
- Verify the gift entries balance to batch total and appropriate campaign, fund, appeal, package, and letter code assigned as per the donation coupon
- Maintain donor records and data integrity
- Processed, maintained, and recorded credit card donations through a company program
- Maintain and record all cash deposits following company policy and procedure
- Perform daily quality checks for gifts and follow agency record-keeping procedures
- Send appropriate Welcome Packages for all donors
- Ensure all tribute donors have been linked, files are correct, and queries have been run to print the tribute cards
- Process all tribute acknowledgements and mail to donors
- Respond to donor inquiries professionally and efficiently via phone, mail, or email
- Help is not limited to the daily phone calls while the phone volume is high
- Maintain data integrity for all donors, including personal and payment information
- Updates donor files to include essential information learned from phone conversations or letter correspondence
- Send out information packages, duplicate receipts, additional card packages, etc., as requested by donors
- Other duties as assigned.
Customer Service Representative at CIBC (2016-02 – 2018-11)
- Responding to customer inquiries and resolving issues related to credit card accounts
- Providing information about credit card products, features, and benefits
- Assisting customers with credit card applications and approvals
- Handling credit card transactions, including payments, balance transfers, and credit limit increases
- Investigating and resolving billing disputes and unauthorized charges
- Explaining credit card statements, fees, and interest rates to customers
- Processing credit card account closures and cancellations
- Assisting customers with lost or stolen credit cards by blocking and reissuing cards
- Review and update customer account information and contact details
- Educating customers about credit card security measures and fraud prevention
- Offering solutions to customers facing financial difficulties, such as payment arrangements or credit counselling
- Provide exceptional customer service and ensure customer satisfaction
- Meeting performance targets related to call handling, issue resolution, and customer service quality
- Documented customer interactions and maintained accurate records of each case
- Adhering to company policies, procedures, and compliance standards, such as data protection regulations
- Staying updated on credit card industry trends and regulatory changes
- Collaborating with other team members and departments to address complex customer issues
- Continuously improving product knowledge and customer service skills through training and development.
