Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Ashley Amair

Toronto,ON

Summary

Social services professional with expert team leadership, planning and organizational skills who strives to inspire and achieve results through others. I am a diligent trainer, collaborative leader and mentor with exceptional management abilities and results-driven approach. I continuously search for ways to improve processes, increase efficiency, promote equity and inclusion, and elevate the overall client experience while remaining dedicated to partnering with coworkers to promote engaged, empowering work culture.

Overview

6
6
years of professional experience

Work History

CASEWORKER

Ontario Disability Support Program
11.2020 - Current
  • Lead in strategic orientation, guidance, development, and training of more than 8 newly hired staff in accordance with Ministry policies, directives, legislation, collective agreements, and best program practices required for the role of caseworker, resulting in caseloads being filled and client requests actioned more rapidly.
  • Participated in planning and implementation of special projects; leading, managing and implementing changes in the program resulting in business process reviews, recommended policy revisions and legislative changes, and client needs while maintaining program integrity and quality service.
  • Demonstrate leadership skills and ability to develop, mentor, and empower staff to reach their full potential, as well as hold others accountable resulting in being named peer coach by management team.
  • Demonstrate experience implementing change management strategies in order to support fellow staff thorough ODSP modernization and ensuring improvement in client's customer service delivery.
  • Utilize exceptional judgement and acuity, exceptional interpersonal communications and customer service skills including effective listening and self-control techniques, when managing cases and assisting clients to obtain information from diverse clientele ensuring customer satisfaction.
  • Experience conducting community outreach initiatives with groups in the area that provide services to persons with disabilities by giving presentations, participating in roundtable discussions, teleconferences, seminars/workshops, and scheduled meetings in order to increase the community profile of the Ministry's Income Support and Employment Supports Programs as well as other ODSP initiatives.

CLIENT LIAISON AGENT

Family Responsibility Office
10.2019 - 08.2020
  • Lead service request initiative leading to over 110 requests being processed daily helping to decrease overall requests within 30 days.
  • Promptly responded to 60+ general telephone calls daily which assisted in reduced wait time and client complaints.
  • Develop creative, innovative and effective resolutions for positive client experience which influences and encourages compliance.
  • Assess accuracy of legal and financial documents utilizing analytical skills and knowledge of legislative policies and processes to update financial records and databases and to successfully resolve client and case management issues.
  • Exemplify the ability to resolve conflict situations including client complaints and disputes by responding to inquiries with tact, sensitivity and plain language.
  • Exercise strong prioritizing and organizational skills to manage complex workloads with conflicting deadlines from a variety of client and case management issues.

PAYMENT SERVICES OFFICER

Service Canada
08.2017 - 10.2019
  • Mediated conflict; including crisis prevention and intervention by connecting with clients to identify issues and working towards mutual agree resolutions
  • Interpret, apply and explain complex matters including legislation, policies and procedures to clients, employers and lawyers in plain language, using verbal and written communication skills.
  • Develop creative and effective resolutions for positive client experience which influences and encourages compliance

Education

Social Service Worker

Centennial College
Toronto

Skills

  • Political Acuity
  • Change Management
  • Critical Thinking and Analysis
  • Problem Solving
  • Judgement
  • Conflict Management
  • Communication
  • Client Service Focus
  • Strategic Thinking
  • Conflict Resolution
  • Collaboration
  • Analytical

Accomplishments

  • Peer Coach
  • Nominated for and completed Cornerstones of Management Program
  • OPSEU Union Steward
  • Anti-Black Racism Team Member

Timeline

CASEWORKER

Ontario Disability Support Program
11.2020 - Current

CLIENT LIAISON AGENT

Family Responsibility Office
10.2019 - 08.2020

PAYMENT SERVICES OFFICER

Service Canada
08.2017 - 10.2019

Social Service Worker

Centennial College

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Ashley Amair