EMMA NJUE

Talented Support Worker focused on improving client lives through high-quality support and patient instruction. Proficient in life, financial and social skills, helping clients integrate into community and live more robust lives. Creative and empathetic assistant with more than four years of experience building community and developing social skills through incremental therapeutic techniques.

• Harm Reduction Certificate: THTC
• Shelter Standards Certificate: THTC
• Customer Service Certificate: THTC
• CPI Certificate: THTC
• Naloxone Certificate: THTC
• Team Leadership and Personal Effectiveness
• Service Excellence
• Customer Relationship Management (CRM)
• Management of Change
• Managerial Skills Development
• First Aid / CPR Certificate

• Hostel Support Worker, Fred Victor, 67 Adelaide 24hr Drop - In, Toronto, Ontario, 2022-01-01, present, Liaise with internal and external resources to advocate on behalf of clients for access to services, benefits, supports, Support clients in crisis with issues; coordinate services in homelessness, food insecurity, physical / mental health, Explain Ontario Works income support, and RGI and childcare subsidy policies, procedures, and related client rights, Identify and evaluate initial needs of clients (safety, medical attention, crisis counselling, etc.) develop case plans, Provide crisis management by de-escalating volatile conflict situations, complaints and disputes using active listening, Provide short term crisis support, case management, advocacy, and community referrals; develop comprehensive holistic service plans in accordance with municipal and provincial legislation, policy directives, and business practices, Coordinate planning, implementation, evaluation, and monitoring of case plan through discharge and follow-up, Respond to inquiries related to income support, services, and benefits; provide information and referrals to meet client financial and social needs; research resources and services; make, coordinate, and follow up on referrals, Liaise with community partners and agencies to advocate for client access to income support, services, and benefits., Conduct interviews to collect and evaluate information, complete, review and process applications and forms; create case file and ensure applications are complete for income supports, benefits and services, Assist clients to increase employability and access appropriate job search and training supports to achieve optimal outcomes; liaise and coordinate with other service providers to ensure integrated service delivery planning, Update knowledge of legislation, services, resources, policies, programs, procedures, and issues affecting clients, Contribute to quality assurance programs by providing input and suggestions for service delivery improvements., Case conference with multi-disciplinary team, Toronto Children's Services, Toronto Employment and Social Services, and Access to Housing staff to discuss issues, review client needs and discuss case plans, Update client records and document interactions with clients; collect, upload and review client documentation, and ensure completeness of client profile in SMIS and Pirouette case management systems
• Child and Youth Worker, DLC Residential Services, Scarborough, Ontario, 2021-01-01, 2022-01-01, Conducted intake interviews to collect and evaluate information to determine eligibility for supports; explained relevant legislation; advocated on behalf of clients for services, and benefits with internal / external resources, Resolved and mediated conflict situations including client complaints and disputes using active listening skills, Facilitated community collaboration and develop partnerships with hospitals, social workers, doctors, courts, immigration, shelters, drop-ins, health clinics, legal programs to provide program information, Ensured services and premises comply with Occupational Health & Safety / Infection Prevention standards, Quickly and accurately completed mandatory reporting including logs, statistics, cleaning check lists, incident reports, Implement and evaluate behavioural management strategies; developed and facilitated life skills workshops, Understood impact of trauma, stigma; ensured application of culturally sensitive, stigma-free and trauma informed lens in providing individualized and crisis supports, Provided safe, supportive transitional housing for youth experiencing barriers such as addictions, conflict with the law, poverty, traumatic histories, mental health, poverty, and homelessness, LGBTQ2S+, and newcomers, Oversaw proper administration and documentation of prescribed medication in compliance with standards, Communicated client progress updates to team members via case notes, communication book on client progress, changes in behaviour, concerns/challenges, lack of follow through, etc., Modelled conflict resolution and positive communication skills and mutual respect through positive reinforcement, Followed-up with youth regarding case plan, goals, activities; made referrals or warm transfers as required, Provided ongoing case management support and assistance to help maintain housing; monitored outcomes, Assisted youth in securing Basic Needs and Income Supports via social assistance / trusteeship programs

• Event Volunteer: Pride Toronto
• Event Volunteer / Member Inside out 2SLGBTQ+ Film Festival
• Member / Volunteer: The 519 Community Centre
• Food Program Assistant: Neighbourhood Link Food Bank