Alex Burgess

• Prepare reports and presentations for City Council and members of the general public. Provide strategic direction to Council and senior leadership on sensitive issues related to Ontario Works and Homelessness within the service manager area.
• ·Create and modify local policies and procedures for the Social Services Department, ensuring adherence to legislation and Council's strategic priorities.
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
• Develop and execute contracts with service providers while also monitoring ongoing performance in accordance with negotiated deliverables.
• Manage a balanced budget while ensuring the Division is meeting the requirements set forth in Ministry contracts and Municipal budgets.
• Directly managed and developed local procedures for multiple Provincially funded programs including Ontario Works, Community Homelessness Prevention Initiative, Homelessness Prevention Program, Home For Good and Social Services Relief Fund.

• Managed the day-to-day delivery of the Ontario Works program, overseeing all aspects of the program including intake, casework, and eligibility review.
• Developed, drafted and modified local policies and procedures in conjunction with the Ontario Works team.
• Completed file audits, internal reviews, Social Benefits Tribunal hearings, and met with clients and members of the public who had escalated concerns regarding program delivery.
• Advanced internal communication efforts through timely reporting on department accomplishments, challenges, and opportunities for growth to senior leadership team members.

• Maintained a caseload of between 80 and 100 Ontario Works participants, managing financial aspects of their file as well as employment planning to help move them towards self-sufficiency
• Conduct interviews, assessments and negotiate and implement appropriate case plans for clients while maintaining factual, accurate and concise case records in both SAMS and the physical file.
• Focused on a community-based approach to supporting clients, using motivational interviewing to help them achieve their potential.
• Piloted a specialized caseload from January/17-April/17 that focused on clients in Perth County experiencing homelessness. This position, using Housing First principles, assisted clients to find suitable accommodations and retain their housing.

· Planned, implemented, and completed the first successful homelessness Enumeration in Perth County.

· Sat on community working groups and represented the Ontario Works division in a professional and positive manner.

• Provided clerical support and customer service to the Employment and Income Support Department.
• Utilized information from participants to link them to necessary local resources and determine initial eligibility for Ontario Works.
• Serviced clients at the front desk and over the telephone, maintaining a high standard of customer service.
• De-escalated potentially volatile clients, including clients who may be distraught or in crisis and supported them to ensure the required information was collected and relayed to them in a positive, non-judgmental manner.