Emmanuella Ben Shalom
Community Services Worker
North York,ON
Work Preference
Summary
Compassionate Social Services Leader experienced in supporting women and vulnerable populations facing homelessness, violence, and mental health challenges. Led multidisciplinary teams in emergency residential shelter environments, implementing trauma-informed and anti-oppressive care while enhancing operational efficiency. Focused on delivering high-quality case management and crisis intervention through effective staff supervision and collaborative leadership.
Overview
2
2
Languages
3
3
Certifications
4
4
years of professional experience
Work History
Program Supervisor
The Salvation Army Florence Booth House
01.2023 - Current
- Provide operational leadership in a 24/7 residential shelter environment serving women experiencing homelessness, trauma, housing instability, and complex psychosocial needs.
- Supervise, coach, and support a team of 28+ frontline staff, promoting accountability, trauma-informed practice, reflective supervision, and consistent client-centered service delivery.
- Coordinate day-to-day shelter operations to ensure smooth, safe, and efficient program delivery aligned with organizational standards, policies, and best practices.
- Provide crisis intervention, conflict resolution, and de-escalation support for clients experiencing acute distress, mental health crises, interpersonal conflict, or housing emergencies.
- Support intake processes, client assessments, orientation, and service planning to ensure residents receive timely access to shelter resources and support services.
- Monitor documentation standards, communication logs, incident reporting, and client records to maintain compliance, continuity of care, and accurate service tracking.
- Collaborate with leadership to address staffing needs, shift coverage, service delivery concerns, and operational priorities.
- Support onboarding and mentorship of new staff, reinforcing trauma-informed, anti-oppressive, and safety-focused practices.
- Ensure adherence to health and safety standards, emergency procedures, room readiness expectations, and shelter operational protocols.
- Liaise with community agencies, healthcare providers, housing supports, crisis services, and external partners to coordinate wraparound care for clients.
- Assist with case conferencing, service coordination, and collaborative problem-solving to improve client outcomes.
- Respond to client concerns with professionalism, empathy, and solution-focused leadership.
- Maintain strict confidentiality in handling sensitive client and organizational information.
- Participate in after-hours leadership support and operational problem-solving as needed.
Community Services Assistant
Jane Finch Concerned Citizens Organization
11.2022 - 12.2022
- Conducted intake interviews, needs assessments, and service navigation support for individuals and families experiencing economic hardship.
- Assisted clients with applications for financial supports, housing resources, and community-based assistance programs.
- Maintained accurate client documentation and service records.
- Coordinated referrals to social services, healthcare, and crisis/community supports.
- Participated in stakeholder collaboration to improve service access and delivery.
Education
Post Graduate Diploma - Community Services
Canadian Business College
2 Bloor St E 22nd Floor, Toronto, ON M4W 3E2 05.2001 -
Skills
Crisis management
Case Management Oversight
Client intake
Trauma-Informed Care
Mental health support
Shelter operations
Policy implementation
Scheduling & Shift Coordination
Team leadership
Staff training
Incident reporting
Conflict resolution
Client advocacy
Accomplishments
- Supported clients in completing applications for Ontario Works, Rent-Geared-to-Income, and other income-tested programs with a high rate of approval
- Successfully led and supervised a team of 40+ staff, promoting service consistency and professional growth
- Developed and maintained accurate client records, contributing to a reduction in follow-up delays during service reviews
- Responded to high-volume client inquiries with empathy and accuracy, improving client satisfaction and reducing complaints
- Collaborated with external partners to support wraparound services, leading to improved client outcomes and better coordination
- De-escalated multiple crisis situations involving mental health or housing loss, ensuring safety while maintaining client dignity
Certification
Workers Health and Safety (WHSC), 2023
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Advanced (C1)
Timeline
Program Supervisor
The Salvation Army Florence Booth House
01.2023 - Current
Community Services Assistant
Jane Finch Concerned Citizens Organization
11.2022 - 12.2022
Post Graduate Diploma - Community Services
Canadian Business College
05.2001 -