Emem Jackson
Kitchener,Canada
Summary
Dedicated Support Professional with expertise in supportive housing, community services, and healthcare. Proficient in trauma-informed care, crisis intervention, and documentation, with a focus on harm reduction and recovery-oriented approaches. Demonstrates strong relationship-building skills and cross-functional collaboration to enhance client wellbeing and operational efficiency.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Housing Support Worker
Indwell Community Homes
Kitchener, Ontario, Canada
01.2024 - Current
- Serve as a frontline support contact for tenants, providing timely, empathetic, and solutions-focused support through frequent voice-based, written, and in-person interactions.
- Build and maintain strong therapeutic relationships using recovery-oriented, trauma-informed, and harm-reduction approaches.
- Respond to tenant concerns related to housing stability, services, wellness, conflict, and building operations, ensuring issues are investigated, documented, and resolved efficiently.
- Develop, contribute to, and carry out individualized support plans, supporting resident goal setting and recovery.
- Coordinate, lead, and participate in case conferences with interdisciplinary teams and external community partners.
- Apply critical thinking and sound judgment to troubleshoot complex situations, follow workflows, and escalate where necessary.
- Confidently utilize crisis management and intervention skills (NVCI) during emergencies, following safety procedures and completing required documentation.
- Respond to complaints and concerns with care, compassion, and efficiency, prioritizing de-escalation and prevention.
- Connect residents with clinical, social, and informal community resources, supporting case coordination.
- Reinforce residents’ life skills, including coping, social, spiritual, and independent living skills.
- Assist with intake, orientation, and move-ins, ensuring smooth transitions into housing.
- Develop and facilitate group programming aligned with recovery and housing stability goals.
- Complete thorough, accurate, and timely documentation, maintaining confidentiality and protecting tenant health records.
- Operations, Leadership & Systems
- Coordinate apartment checks, pest management protocols, and unit inspections
- Support unit vacancies, turnovers, and move-outs, collaborating with Facilities on maintenance needs.
- Demonstrate familiarity with landlord responsibilities, including rent processes and Landlord and Tenant Board considerations.
- Show initiative through creative problem-solving and participation in internal projects.
- Support onboarding and guidance of staff, students, and volunteers.
- Communicate professionally using internal platforms, including ticket-based systems and team tools (Zendesk, Slack).
- Reinforce a positive workplace culture and uphold organizational policies and standards.
Behavioural Support Worker
KW Habilitation
Kitchener, ON, Canada
01.2024 - Current
- Provide person-centred, trauma-informed support to individuals with developmental disabilities
- Implement behaviour support plans and apply crisis prevention and de-escalation strategies
- Build therapeutic relationships that promote emotional regulation, independence, and safety
- Respond to client needs through calm, effective communication and problem-solving
- Observe, document, and report behaviours, incidents, and progress accurately and on time
- Collaborate with interdisciplinary teams and follow organizational safety and documentation standards.
Personal Support Worker (PSW)
Closing the Gap Healthcare
Ontario, Canada
01.2024 - Current
- Deliver consistent, compassionate support in community and home-based healthcare settings
- Assist with daily living activities while promoting dignity, independence, and wellbeing
- Support medication routines as trained and directed
- Communicate effectively with clients, families, and healthcare teams
- Maintain accurate documentation and adhere to care plans, safety standards, and procedures
Education
Global Business Management -
Conestoga College
01.2024
Skills
- Building therapeutic relationships
- Trauma-informed care
- Harm Reduction
- Crisis intervention expertise
- Voice and written support expertise
- Customer support via Zendesk and Slack
- Case Management & Issue Resolution
- Patient data protection
- Cross-functional collaboration
- Clear professional communication
- Proactive problem solving
- Health and safety compliance
Accomplishments
- Collaborated with team of 3 persons in the development of a behavioral support plan to provide support to an individual.
- Supervised team of 3 staff members.
Certification
- Nonviolent Crisis Intervention (NVCI)
- Crisis Intervention Training
- Medication Administration Training
- First Aid & CPR
- ASSIST Training
- Indigenous Cultural Awareness Training
- Trauma-Informed Care
- Effective Professional Communication.
Timeline
Housing Support Worker
Indwell Community Homes
01.2024 - Current
Behavioural Support Worker
KW Habilitation
01.2024 - Current
Personal Support Worker (PSW)
Closing the Gap Healthcare
01.2024 - Current
Global Business Management -
Conestoga College