Sarah Holt
Etobicoke,ON
Summary
My Resume reflects that I have completed a total of 9067.88 hours in the human service field. Through my work as a Client service worker at the City of Toronto I have completed 5755.88 hours. During my time at Homes First working as a Relief Community Support worker I completed 2000 Hours. While I was working part-time as a Peer Support worker in Vancouver at the Downtown East side Women's Centre I completed 1000 hours. As well, while volunteering in an Elementary school in Accra, Ghana I gained about 312 hours. I believe that my extensive amount of hours in this field over the last 10 years has given me the opportunity to work with so many different people in unique environments. This has taught me to adapt, to be innovative, and it has opened my eyes to different human experiences and how we as people can support each other through intentional connection, empathy and understanding.
Overview
11
11
years of professional experience
Work History
CLIENT SERVICE WORKER
City of Toronto
01.2021 - Current
- Efficiently performed intakes of new clients by updating client SMIS profile with appropriate case management notes, and all required attachments.
- Assisted clients with accessing community resources and services.
- Implemented crisis intervention techniques to help de-escalate client conflicts.
- Collaborated with team members to ensure optimal service quality for all clients.
- Identified potential safety hazards through routine checks of supplies, equipment and environment.
- Scheduled and led meetings with clients.
- Facilitated smooth communication between clients, coworkers, and management through clear verbal and written interactions.
- Developed strong connections with clients, and peers through effective listening and interpersonal skills.
- Collaborated with on site councillors and supervisors to organize activities in the community to promote independence and enhance life skills for clients.
- Followed key practices to maintain client data integrity and confidentiality as per shelter standards.
RELIEF COMMUNITY SUPPORT WORKER
Homes First Society
01.2019 - 01.2022
- Updated Daily Logbooks during shift to communicate events that occurred on shift for staff coming onto the next shift.
- Conducted regular Bed Checks and updated Bed Check lists.
- Provided emotional support and informal counseling to clients and assisted in developing case plans and goals.
- Followed Toronto Shelter Standards to best provide services to all clients in a fair and safe manner.
- Worked with clients to attend to their daily needs and help them to access additional services in the community.
- Maintained professional development through ongoing training courses, staying current on best practices.
- Implemented creative problem-solving techniques for resolving conflicts or challenges faced by clients in their daily lives.
Peer Support Worker
Downtown Eastside Drop-in Centre and Emergency Shelter
01.2018 - 12.2018
- Performed everyday duties of setting up, assisting with food prep, serving meals, clean up and laundry.
- Made calls on behalf of the clients and provided suggestions of facilities/long stay shelters in the community that best suited their needs.
- Maintained accurate records of client interactions, ensuring confidentiality and adherence to agency policies.
- Developed strong rapport with clients by maintaining open communication channels and demonstrating genuine empathy.
- Provided emergency response in crisis situations to diffuse tensions and prevent violence.
- Supported individuals dealing with mental health and emotional issues.
- Displayed sensitivity to cultural and linguistic needs of clients.
- Filled out incident reports and daily log sheets to communicate details about the clients and the state of the building for the workers on the next shift.
- Followed the principles of harm reduction and participated in the distribution of clean needles and kits.
- Organized recreational activities that fostered positive social interactions and improved overall client satisfaction.
Assistant Teacher Volunteer
Academics Without Borders-Brock University
09.2013 - 12.2013
- Established a positive classroom environment that fostered mutual respect and collaboration among students.
- Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
- Provided one-on-one support to students struggling with coursework, resulting in significant improvement in their academic performance.
- Implemented behavior management techniques effectively, promoting a focused and conducive learning atmosphere.
- Immersed oneself in the culture and adapted to new teaching styles and techniques.
Philanthropy Coordinator
Alpha Pi Phi Sorority-Brock University
09.2014 - 06.2015
- Enhanced donor relations by maintaining timely communication and personalized acknowledgements.
- Implemented new database systems to improve tracking of donor information and streamline reporting processes.
- Mentored incoming members to ensure consistent adherence to organizational fundraising standards and best practices.
- Reached out to community organizations, including women shelters to co-ordinate volunteer opportunities and plan events to raise money.
- Developed effective fundraising strategies for increased donations to support organization''s projects and initiatives.
Server
Salt Wine Bar LTD
01.2019 - Current
- Provided a thorough description of the menu and the wine list.
- Offered suggestions and wine pairings.
- Helped customers with dietary restrictions, allergies and intolerances obtain safe, delicious food by working closely with kitchen staff on alternatives.
- Cultivated warm relationships with regular customers.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
- Assisted in training new hires, providing guidance on restaurant standards and best practices.
- Passionate about learning and committed to continual improvement.
Bartender
The Rec Room
01.2019 - 01.2020
- Engaged guests by providing exceptional service.
- Followed the 5 steps of service to properly address guests from the first point of interaction until the end of their meal.
- Maintained a clear understanding of how drinks are to be made and all ingredients used.
- Contributed to a positive work environment through effective teamwork and communication with colleagues.
- Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
Bartender / Server
The Poor Italian Trattoria
01.2017 - 12.2018
- Collected payments.
- Provided great customer service.
- Very efficient with multi-tasking and memorizing orders in a fast pace.
- Accurately recorded and placed orders.
- Enhanced overall guest experience by promptly addressing concerns and resolving issues professionally.
Server
The Algonquin Resort Marriott
01.2016 - 12.2016
- Prepared and inspected dining room before opening and after closing.
- Maintained detailed knowledge of menu items to describe to guests upon arrival.
- Communicated effectively with back of house through POS and verbally to maximize customer satisfaction.
- Extensive knowledge on all wines which were carried throughout the venue.
- Served food and beverages promptly with focused attention to customer needs.
- Adhered to proper food handling procedures and safety guidelines for the well-being of guests and team members alike.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
Hostess/Server
JW Marriott
01.2015 - 12.2015
- Knowledge of daily menu presentation to guests dining by poolside restaurant.
- Greeted and seated guests by escorting them to their assigned seating.
- Proactively assisted servers during busy times, helping to expedite food delivery and maintain high levels of guest satisfaction throughout their meal.
- Answered phone calls to take orders, give information and document reservations.
- Assisted in training new host staff, sharing best practices for maintaining a professional demeanor and efficient work habits.
- Minimized customer service complaints by expertly managing customer expectations during busy periods.
Education
Bachelor of Arts - Dramatic Arts Concentration in Drama in Education
Brock University
St. Catharines, ON06-2016
Skills
- Over 10 years work experience working in customer service and in a shelter environment
- Bachelor of Arts (Honors) from Brock University
- Excellent organizational skills, sharp problem solver, energetic and adaptable
- Detail oriented, extremely reliable and responsible
- Excellent communication skills and a high level of emotional intelligence
- Certifications: First Aid/ CPR and Smart Serve Certified, Concurrent Disorders Certificate Program
- Training: SMIS, Toronto Shelter Standards, Worker Health and Safety in 4 steps, Overdose response and Counseling skills
Languages
English
Native or Bilingual
Timeline
CLIENT SERVICE WORKER
City of Toronto
01.2021 - Current
RELIEF COMMUNITY SUPPORT WORKER
Homes First Society
01.2019 - 01.2022
Server
Salt Wine Bar LTD
01.2019 - Current
Bartender
The Rec Room
01.2019 - 01.2020
Peer Support Worker
Downtown Eastside Drop-in Centre and Emergency Shelter
01.2018 - 12.2018
Bartender / Server
The Poor Italian Trattoria
01.2017 - 12.2018
Server
The Algonquin Resort Marriott
01.2016 - 12.2016
Hostess/Server
JW Marriott
01.2015 - 12.2015
Philanthropy Coordinator
Alpha Pi Phi Sorority-Brock University
09.2014 - 06.2015
Assistant Teacher Volunteer
Academics Without Borders-Brock University
09.2013 - 12.2013
Bachelor of Arts - Dramatic Arts Concentration in Drama in Education
Brock University
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