Keith Glover

Providing exceptional customer service for diverse clients applying for or receiving Ontario Works social assistance in a fast-paced and high-volume service environment

Caseworker - Toronto Employment & Social Services – City of Toronto - Toronto

(2020-02 - 2020-03)

Providing exceptional customer service for diverse clients applying for or receiving Ontario Works social assistance in a fast-paced and high-volume service environment

• Working in conjunction with clients to assess their financial needs, employment goals and jointly develop appropriate service plans to meet those goals to introduce pathways towards self-sustainability
• Processing the initial stages of Ontario Works applications and answering general inquiries about the program and eligibility for additional benefits
• Maintaining current knowledge of legislation, community services, resources, policies, programs, procedures and issues affecting client population
• Educating and empowering clients to make use of resources and services in areas of career opportunities, life skills, education, health, housing and community support systems

Caseworker - Toronto Employment & Social Services – City of Toronto - Toronto

(2020-10)

Providing exceptional customer service for diverse clients applying for or receiving Ontario Works social assistance in a fast-paced and high-volume service environment

• Working in conjunction with clients to assess their financial needs, employment goals and jointly develop appropriate service plans to meet those goals to introduce pathways towards self-sustainability
• Processing the initial stages of Ontario Works applications and answering general inquiries about the program and eligibility for additional benefits
• Maintaining current knowledge of legislation, community services, resources, policies, programs, procedures and issues affecting client population
• Educating and empowering clients to make use of resources and services in areas of career opportunities, life skills, education, health, housing and community support systems

Redeployed Client Service Worker - Warden Hilltop Community Centre; and The Roehampton Hotel – SSHA – City of Toronto - Toronto

(2020-03 - 2020-10)

Worked as part of a team to provide day-to-day care for individuals experiencing homelessness, who were relying on these and other temporary respites during the COVID-19 emergency lockdown

• Addressed clients' interpersonal complaints and concerns, empathizing with their anger or frustration
• Listened, mediated, negotiated and provided guidance during interpersonal conflicts between clients and staff to reach mutually agreed upon solutions
• Conducted intake and orientation to newly arrived referrals, provided tours and explained the shelter's rules, policies and procedures and their rights and responsibilities

Street Outreach Worker - Streets to Homes – SSHA – City of Toronto - Toronto

(2019-01 - 2020-01)

Offered outreach services to people who were homeless, street-involved and/or panhandling in a variety of public locations, homeless and low-income service settings and institutional settings

• Assessed clients functional, income, employment and housing status to determine program eligibility
• Utilized problem-solving to identify resources and supports that assist clients' in meeting their needs
• Responded to conflict situations involving concerned citizens and business-owner complaints and disputes by listening, providing problem-solving efforts and support and documenting outcomes
• Documented shift occurrence information; compiled and entered data, and prepared statistical reports using various computer systems

Residential Support Worker - Spencer House – Regeneration Community Services - Toronto

(2017-04 - 2023-04)

Provided thorough cleaning, infection control for communicable diseases, healthy breakfast preparation, and supervision and counseling support, on a full-time basis, in a 15-member high support housing program, for clients with mental health challenges

• Addressed clients' personal hygiene and hoarding tendencies and responded to medical emergencies, emotional crises or other critical incidents that arose
• Assessed situations as a sole-staff member based on information presented by clients, communication logs of daytime staff and past experiences with clients
• Resolved conflict situations including client complaints and disputes by listening, mediating, negotiating and providing support and guidance to reach a mutually agreed upon plan

Youth Worker Leader - Tropicana Community Services - Summer Jobs for Youth - Toronto

(2014-05 - 2015-08)

Facilitated a summer job placement program for two consecutive summers serving high school-aged youth facing strong social barriers to employment

• Collected timesheets and evaluated information to determine client's ongoing eligibility for assistance according to the program policies and applicable legislation
• Presented orientation and training workshops for over 180 participants in pre-employment skills to ensure a successful and meaningful first-time job experience through a 6-week placement program

Fashion Consultant and Stock Room Worker - Mexx – Scarborough Town Center - Scarborough, Toronto

(2012-11 - 2013-08)

• Engaged customers to inform them of store promotions, assist them in finding any desired pieces of clothing and provided honest opinions and suggestions when asked to do so
• Received and processed new shipments of clothing collections and put them out on display

Bachelor of Social Work - Social Work - Toronto Metropolitan University (2019)

Ontario Secondary School Diploma - David and Mary Thomson C.I. (2005)