Client Service Worker - City of Toronto - Toronto, ON
(2022)
- Utilizing the principles of case management when conducting assessments and referrals to address client needs
- Performing initial screening and assessed eligibility/necessity for emergency accommodation
- Assessing and assisting with providing appropriate care for client's immediate needs such as food, clothing, bedding, hygiene and medical needs
- Conducting assessments by phone to determine needs and resources of individuals and families to develop a short-term service plan to meet / address their specific needs
- Applying homelessness prevention and shelter diversion strategies where possible, to assist clients to sustain their current housing and be directed to applicable service providers to meet their needs
- Engaging in active listening and problem solving around client issues
- Collecting and assessing information to determine client's eligibility for emergency shelter and other shelter and housing related services
- Coordinating referrals to supports and services to community agencies, City of Toronto programs, and other levels of government to meet client needs
- Advocating on behalf of clients for services and benefits with internal and external resources and supports, which may include landlords/housing providers, income maintenance programs, and shelters and other service providers
- Completing admissions and intakes of new arrivals
- Ensuring house rules are observed
- Providing support to clients who are facing issues of poverty, mental health, addictions, abuse, social isolation and more
- Proving ability to work with people with hoarding behaviours and who have mental health and addiction issues
- Using case management as a tool to support residents in meeting their goals
- Providing support including work readiness, basic life management skills, anger management, addiction counselling, assertive communication, setting goals, giving and receiving feedback, self esteem, conflict resolution, problem solving and managing change
- Applying knowledge of group processes and dynamics
- Applying knowledge of the Residential Tenancies Act
- Using excellent organizational and time management skills
- Working independently and as part of a team
- Communicating effectively in English, both verbally and in writing
Youth Service Worker - Toronto Shelter Network - Toronto, ON
(2019-01 - 2022-12)
- Conduct crisis intervention and de-escalation for clients in distress. Assess client safety, risks, and immediate needs.
- Provide emotional support, active listening, and counselling.
- Develop safety plans and crisis response plans.
- Respond to mental health emergencies and suicidal ideation.
- Connect clients to community resources, shelters, healthcare, food banks, and support services.
- Advocate for clients and help them access housing, income support, or medical care.
- Maintain accurate case notes, incident reports, and documentation.
- Monitor client behaviour and ensure safety within the facility or program.
- Work collaboratively with healthcare providers, police, shelters, and community agencies.
- Support clients experiencing trauma, addiction, homelessness, or abuse.
- Provide referrals for counselling, addiction treatment, legal aid, or housing services.
- Assist with conflict resolution between clients.
- Participate in wellness checks and follow-up support.
- Maintain confidentiality and follow professional ethics and policies.
- Participate in shift handovers and team meetings.
Community Shelter Worker Relief - Fred Victor - Toronto, ON
(2021-01 - 2022-12)
- Determined, developed and recommended courses of action based on legislation, divisional policies and procedures, and the evaluation of clients' functional abilities, degree of urgency, finances, and other relevant criteria
- Document initial observations and impressions based upon behavior and disclosure, ensuring effective service delivery toward a client's case plan
- Supervised distribution of client medications effectively and safely
- De-escalate conflicts between clients or between clients and staff utilizing problem solving and crisis intervention techniques
- Regularly logged shift occurrence information, documented incident reports and provided bed count information for the city of Toronto utilizing the SMIS system
- Reviewed and complete all required written communication, including logbooks, communication book, general log, Initial Inquiry Forms, catalyst data, email reports as necessary
- Managed interpersonal crisis and conflict situations among clients (positive and negative consequences, warnings and discharges) in consultation with team as needed
- Conducted outreach to implement programs within the community
- Assisted individuals to adopt healthy behaviors, promoted maintained and improve community health
- Attended church and community meetings to understand community issue and forward available resources as needed
- Served homeless clients struggling with mental health problems and substance abuse Provided a secure and safe place by watching for volatile situations and addressed them before they escalate
- Provided general shelter clean up; reported any maintenance needs to supervisor
- Reported any incidents and completed incident report
Employment Resources Consultant - Access Employment - Toronto, ON
(2018-01 - 2019-12)
- Provided information to members and the public concerning programs, services, schedules on the phone and in- person inquiries
- Assisted members in the use of computers and other tools to conduct information searches
- Delivered English and French translation to newcomers' client and refers them to the appropriate services
- Referred Adult and Youth to the appropriate service such as (Housing, Immigration, Employment, Mental Health & addiction, Social Services, Youth skills Development programs, Food bank)
- Explained the policies of the Centre to client and provide them with an informal tour
- Ensured all require forms are completed accurately, help clients with fulfillment of the forms when needed
- Organized client files and forms according to the organization's compliance requirement
- Assisted client with sort out options and developed plan of action while delivering necessary support
- Ensured health and safety standards are maintained by detaining knowledge of internal fire regulations and procedures, and other emergency procedures
- Kept up to date with the resource manual and knowledgeable of community services organizations dedicated to serve the inner city of Toronto
- Maintained accurate and timely individual client progress reports, staff reporting sheets and incident report
