Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Christine Gould

Ajax

Summary

Dynamic and results-driven social services professional with over 20 years of progressive experience in community engagement, program coordination, and frontline case management within Toronto’s diverse communities. Proven leadership in supervising multidisciplinary teams, implementing equity focused initiatives and driving systemic change. Expertise in navigating complex social issues, fostering stakeholders’ partnerships, delivering client centered services in alignment with municipal and provincial frameworks.

Overview

26
26
years of professional experience
1
1
Certification

Work History

Divisional Peer Mentor

Toronto Employment and Social Services (TESS)
- Current
  • Led a mentorship program for new team members, significantly reducing onboarding time and improving new hire retention.
  • Championed a leadership initiative to support peer development, leading to noticeable gains in team efficiency and client outcomes within the first six months.
  • Fostered a culture of collaboration by leading regular feedback sessions, promoting consistent professional development, and empowering team members to take ownership of their roles.
  • Facilitated conflict resolution strategies and communication training, which contributed to a measurable reduction in reported burnout cases and strengthened team cohesion.
  • Identified and addressed skill gaps by creating customized development plans that aligned team performance with organizational goals and enhanced overall employee satisfaction.
  • Spearheaded cross-functional workshops to improve teamwork, resulting in more effective communication and stronger client retention.
  • Delivered targeted feedback and clearly communicated policy updates to enhance team knowledge, support ongoing development, and reinforce organizational standards.
  • Conducted individualized training sessions focused on financial reviews, Equifax procedures, and third-party checks, contributing to improved accuracy and staff confidence in compliance tasks.
  • Provided hands-on coaching and guided new hires through complex situations, helping them refine their professional judgment and build confidence in applying their unique strengths.

ACSD Caseworker Lead

Assistance for Children with Special Disabilities (TESS)
- Current
  • Served as ACSD Lead, acting as the primary point of contact for complex cases and guiding the team in interpreting and applying program guidelines.
  • Led onboarding and training of new staff assigned to the ACSD caseload, ensuring a strong understanding of program requirements, service standards, and client-centered practices.
  • Delivered targeted feedback and clearly communicated policy updates to enhance team knowledge, support ongoing development, and reinforce organizational standards.
  • Organized and facilitated quarterly Webex sessions for new hires, delivering comprehensive power point presentations that outlined ACSD processes and effective service delivery for families.
  • Coordinated inter-agency presentations and partnerships with organizations such as Special Services at Home, Developmental Services Ontario, Wheel Trans, STRIDES Toronto, and Lumenus to enhance staff knowledge of available community supports and services.
  • Provided continuous mentorship and case consultation through the ACSD Webex collaborative group, fostering a culture of peer support and professional growth.
  • Delivered individualized leadership and coaching through one-on-one meetings with new staff, supporting skill development, confidence building, and excellence in service delivery.
  • Streamlined internal workflows by creating reference tools and procedural guides, enabling team members to navigate ACSD eligibility and documentation processes more efficiently.
  • Initiated regular peer support meetings to encourage knowledge-sharing, foster team collaboration, and address case complexities through a solutions-focused lens.
  • Led case conferences with multidisciplinary teams to resolve high-needs client situations, demonstrating collaborative leadership and a client-centered approach.

Furthering Our Community by Uniting Services (FOCUS)

City of Toronto
01.2020 - Current
  • Led multi-agency teams at the Scarborough FOCUS Table, managing over 100 Acutely Elevated Risk (AER) cases annually with a 92% success rate in crisis resolution.
  • Supervised and coordinated service delivery across 154 community partners, advancing safety and wellness strategies aligned with City policy.
  • Designed and implemented DEI-based strategies, improving access and service quality for BIPOC and underserved communities.
  • Delivered 20+ executive briefings and reports, influencing funding, policy, and programming across municipal divisions.
  • Provided hands-on coaching in trauma-informed care and anti-oppression practices to frontline and leadership staff.
  • Spearheaded violence interruption strategies that reduced repeat crises by 25% in identified high-risk zones.
  • Led data-driven program improvements by assessing trends and embedding real-time solutions into operational practices.
  • Designed and implemented an in-office assessment tool to support caseworkers in accurately identifying clients suitable for the FOCUS Situation Table, which streamlined decision-making processes and improved referral accuracy.
  • Served as a strategic liaison across multiple FOCUS Tables, providing expert guidance on complex cases involving children with special needs and facilitating cross-sector collaboration to ensure effective, client-centered interventions.

Caseworker

Toronto Employment and Social Services (TESS)
01.2010 - Current
  • Led service coordination for a caseload of over 140 clients, successfully supporting a significant number in transitioning to employment or education through strategic case planning and individualized coaching.
  • Developed and facilitated more than 300 employment workshops, which resulted in a marked increase in job placements and deeper engagement with the community.
  • Directed collaborative case management efforts with legal, health, and housing partners to effectively resolve dozens of high-risk client cases each year.
  • Piloted a client-centered service model that notably reduced wait times and led to measurable improvements in client satisfaction.
  • Managed public funds with full compliance during audits, maintaining strong fiscal accountability through thorough and timely monthly eligibility reviews.
  • Mentored new staff, provided leadership during onboarding, and supported team learning through peer training during key service delivery transitions.
  • Initiated and sustained housing-focused partnerships with more than 25 landlords, securing stable housing placements for many clients annually including direct outreach to housing providers to secure accommodations.
  • Delivered internal presentations and led cross-functional meetings, reinforcing program alignment and best practices.
  • Promoted equity by consistently integrating diversity, equity, and inclusion principles into all aspects of service delivery and team collaboration.
  • Experienced in using Microsoft Office tools, including advanced graphing capabilities.

Program Coordinator

The Learning Partnership
11.1999 - 01.2010
  • Supervised and coached a team of 15 frontline counselors, achieving a 40% increase in program delivery efficiency and student engagement.
  • Led the co-development of a culturally responsive and restorative curriculum with two school boards, reaching over 5,000 students and 200 educators, with a 75% reported increase in student connection to school content.
  • Directed education and intervention programming for 400+ high school students annually, increasing graduation rates by 28% and reducing absenteeism by 35%.
  • Served as the organizational Lead for Health and Safety, overseeing compliance with workplace health regulations, coordinating training and risk mitigation initiatives, and ensuring a safe environment for over 50 staff and volunteers.
  • Managed budgets, analyzed variance reporting, and ensured full compliance with organizational financial controls.
  • Led collaborative curriculum redesign with school boards, embedding culturally responsive and restorative practices.
  • Forged over 20 strategic partnerships with community-based organizations, expanding programs and services across 30+ education and service delivery sites citywide.
  • Contributed to systemic transformation by drafting policies on housing-first strategies, harm reduction, and inclusive discipline frameworks.
  • Co-authored and implemented three organizational policies on housing-first strategies, harm reduction, and inclusive discipline frameworks, contributing to citywide adoption in multiple youth-serving agencies.
  • Led strategic partnership initiatives with companies to secure sponsorships for educational trips across Atlantic Canada, Windsor, Dresden, and Detroit, fostering greater awareness and engagement with African Canadian heritage.

Education

Social Service Worker -

Centennial College
01.1999

Skills

  • Strategic Leadership & Management: Over 8 years of proven supervisory experience in municipal government and non-profit sectors, leading multidisciplinary teams through strategic planning, coaching, performance management, and operational excellence
  • Data-Informed Decision-making: Leveraged research findings, statistical analyses, and evidence-based practices to inform decision-making and shape strategies for community safety and well-being
  • Legislative Compliance: Comprehensive knowledge of relevant legislation, including the Ontario Works Act, Occupational Health and Safety Act, AODA, and Human Rights Code
  • Crisis Response & Conflict Resolution: Applied trauma-informed, anti-oppressive practices to support conflict de-escalation, youth violence prevention, and culturally sensitive community interventions in high-risk scenarios
  • Community Partnerships & Collaboration: Served as Scarborough lead at the City of Toronto’s FOCUS Table, cultivating impactful partnerships with over 150 agencies including law enforcement, health care, education, and grassroots organizations to co-develop targeted responses to acutely elevated risk situations
  • Equity, Diversity & Inclusion (EDI): Led implementation of the Toronto Action Plan to Confront Anti-Black Racism (CABR), embedding equity frameworks into frontline service delivery and policy development, while addressing systemic barriers impacting racialized communities
  • Change Management & Policy Development: Directed inclusive change initiatives including staff safety programs, anti-discrimination protocols, and workplace conduct guidelines Used continuous feedback mechanisms and metrics tracking to monitor effectiveness and adjust strategy
  • Compliance and Integrity Led the use of performance dashboards, case file audits, client satisfaction data, and community safety indicators to drive innovation and improve service outcomes

Certification

  • Project Management Certificate 06/2014
  • Public Speaking Certificate (City of Toronto) 06/2014
  • Mental Health First Aid for Youth Certificate 04/2025
  • Crisis Prevention and Intervention Certificate 03/2025
  • Housing Certificate (East York Housing) 01/2014
  • Facilitated the Investing In Youth Training Event 01/2011
  • Created: Change Your Future Curriculum for Students 07/2006

Timeline

Furthering Our Community by Uniting Services (FOCUS)

City of Toronto
01.2020 - Current

Caseworker

Toronto Employment and Social Services (TESS)
01.2010 - Current

Program Coordinator

The Learning Partnership
11.1999 - 01.2010

Divisional Peer Mentor

Toronto Employment and Social Services (TESS)
- Current

ACSD Caseworker Lead

Assistance for Children with Special Disabilities (TESS)
- Current

Social Service Worker -

Centennial College

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Christine Gould