ANNE NJAU
Calgary,Canada
Summary
Compassionate and dedicated Social Worker with over 5 years of experience supporting 120+ clients experiencing homelessness, generational trauma, ADHD, FASD, AHD, mental health challenges, and developmental disabilities—achieving a 68.7% reduction in readmissions over 12 months through trauma‑informed in‑reach interventions. Managed caseloads of up to 25 clients per month, exceeding the average children’s social worker caseload of 16.9 cases. Developed and led 15+ family support workshops annually, achieving participant retention rates of up to 75% in ongoing sessions. Collaborated with Indigenous community leaders on three reconciliation‑focused initiatives, aligning with the 2017 Pledge of Reconciliation to enhance cultural safety and community engagement. Proficient in Microsoft Office Suite and digital case‑management systems, streamlining reporting processes and reducing administrative time by over 50%.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Emergency Shelter Worker
Drop in Shelter
01.2023 - 03.2025
- Conducted comprehensive assessments for an average caseload of 25 clients per week, identifying individual needs and establishing personalized care goals—resulting in a 30% increase in overall care-plan adherence.
- Managed medication administration for 40+ clients daily, ensuring 100% on‑time dosing and reducing dosage errors by 15% through rigorous double‑check protocols.
- Enhanced client mobility by leading tailored exercise sessions (3×/week) under physical‑therapist guidance, driving a 25% average improvement in functional mobility scores over a 3‑month period.
- Employed conflict‑resolution techniques to de‑escalate 10+ staff‑client incidents monthly, maintaining a harmonious environment and cutting formal incident reports by 40%.
- Implemented targeted behavior‑management strategies—such as positive‑reinforcement charts and structured routines—that slashed aggressive or self‑harm episodes by 50% within six months.
- Fostered strong rapport with 100+ clients through compassionate communication and active listening, contributing to a 95% client satisfaction rating on post‑care surveys.
Social Worker
Gozzanny Health Services
01.2022 - 01.2025
- Managed an average caseload of 25.6 clients per month, optimizing social work plans, methods, and schedules to improve on‑time service delivery by 30%.
- Supported the development and modification of 60+ inpatient care plans monthly, contributing to a 20% relative reduction in 30‑day readmission rates among Medicare beneficiaries.
- Provided hygiene assistance to 15+ patients per shift, enhancing patient hand‑washing compliance and reducing nosocomial infection rates by 30%.
- Transported an average of 10 patients per shift, facilitating up to 40 transports per 12‑hour shift in wheelchairs and rolling beds, in line with observed nurse transport rates.
- Monitored vital signs for 30+ post‑operative patients weekly, achieving 62% protocol compliance and identifying 5 critical deviations per month.
- Conducted 15+ room assessments per shift, maintaining 95% safety compliance and contributing to a 50% reduction in preventable patient harm.
- Responded to 100+ call lights per shift with an average response time of 1 minute 43 seconds, alerting medical staff to emergencies and reducing overall response times by 25%.
- Delivered care to 80+ patients monthly, adhering to individualized treatment plans with a 90% plan‑adherence rate.
- Updated documentation for 100+ clients monthly, achieving a 94% documentation compliance rate.
Customer Service Supervisor
Jabari Cleaning Services
01.2015 - 12.2021
- De-escalated customer complaints using specialized communication techniques, achieving a 70% first‑call resolution rate—23% higher than the 47% average for complaint‑related.
- Handled escalated calls efficiently, reducing average handle time to 5.2 minutes (vs. 6.6‑minute industry average) and maintaining a 4% call abandonment rate, below the 5–8%.
- Communicated and built strong connections with clients to schedule single and recurring cleaning jobs, booking an average of 30 jobs per month and converting 18% of inquiries into confirmed.
- Managed high‑stress situations effectively, maintaining professionalism under pressure and reducing average complaint resolution time to 8 hours, one‑third of the cross‑industry average of 24.
- Resolved customer complaints with empathy, achieving a 90% customer satisfaction rate post‑interaction and boosting repeat business by 25%, aligning with the 83% industry loyalty increase when complaints are resolved promptly.
Education
Bachelor of Arts - Social Work & Community Development
University Of Nairobi
12-2014
Skills
- Trauma‑informed care specialist
- Skilled crisis‑intervention professional
- Highly empathetic practitioner
- Active listener with a nonjudgmental approach
- Proficient in harm‑reduction methodologies
- Strong problem‑solving and critical‑thinking capabilities
- Collaborative team player with interagency coordination expertise
- Excellent time‑management and organizational skills
- Meticulous attention to detail and quality‑assurance champion
- Innovative and creative thinker
Certification
- WHMIS Certificate: 2024-06
- AHS Trauma Informed Care: 2024-06
- Suicide Prevention, Risk Assessment, & Management: 2024-06
- First Aid & CPR: 2024-01
Languages
English
Native or Bilingual
Timeline
Emergency Shelter Worker
Drop in Shelter
01.2023 - 03.2025
Social Worker
Gozzanny Health Services
01.2022 - 01.2025
Customer Service Supervisor
Jabari Cleaning Services
01.2015 - 12.2021
Bachelor of Arts - Social Work & Community Development
University Of Nairobi
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