Crystal Wilson

• Attended to financial needs of Alberta Income Support Clients.
• Connected clients with community agencies and supports.
• Effectively balanced needs of clients with organizational policy.
• Successfully de-escalated individuals through empathetic communication and conflict resolution.
• Adeptly navigated complex situations. Cultivated

positive relationships with community stakeholders.

Provided Service Design and Planning to colleagues while leading by example through the day-to-day Caseworker duties.

• Provincial & Municipal reporting
• Additional training to be an expert in Provincial policy and procedures
• Expert to facilitate the roll-out of new programs and software related to Provincial systems, policies & procedures, legislation as used on the job and programs with co-workers and teams across the City of London.
• Helped ensure caseloads were managed effectively and provided team members as required coaching.
• Maintained & monitored a financial caseload doing Case Manager job duties as listed below.

Worked directly with clients as a financial case manager responsible for an assigned caseload. Primary duties included;

• Experience with interpreting Eligibility determination using the legislation & directives
• Ability to clearly communicate rationale decisions based on Government Legislation, Directions, Regulations and policy/procedures in practice.
• Motivational interviewing of clients to determine eligibility and ongoing assistance to promote their independence and community inclusion.
• Understanding and interpreting process for issuing applications for programs such as; Canada Pension Plan (CPP), ODSP, Workers Compensation Insurance Board (WSIB) and Employment Insurance (EI).
• Working collaboratively with families, community partners and other government programs.
• Experience with reimbursements from outside sources such as Employment Insurance, Canada Pension Plan & WSIB.
• Transitional planning for individuals who have declared disabilities, mental health, homelessness, transient, victims of domestic violence and/or youth.
• Individual monitoring, planning and reviewing responsibilities with clients to ensure they are meeting reporting requirements.
• Family center practice collaborating with caregivers to complete ongoing assessments of the child(ren) and family needs that result in an individualized family support plan.

• Dispersing mail to staff
• Answering phone calls and booking intake appointments
• Completing client applications for support programs such as rent bank programs and energy funds.