GRACE MUKABAGUNGA
Scarborough,ON
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
4
4
years of professional experience
1
1
Certification
Work History
RELIEF SHELTER WORKER
Dixon Hall Neighbourhood Services
02.2023 - Current
- I have over 3 years of experience as a community support worker in several GTA shelters, providing support and working as a liaison between community service providers and newcomers
- Passionate to work with diverse groups of people including Homeless community members, LGBTQ2S+ people, people with mental illnesses or disabilities, as well as low-income families
- Ability to be effective in a fast-paced environment, works well independently or within a team
- Excellent interpersonal communication skills, both written and verbal
- Maintaining thorough documentation of all tasks completed, client details, and any concerns encountered during shift to effectively inform next shift worker of any important information
- As a Relief Shelter Worker, deployed at various homeless shelters, support clients through empowering and motivating them in various long-term objectives including employment search, housing, and mental health care, while making necessary referrals to community resources, and offering personal care support as required
- Building long-standing, trusted relationships with clients through support, reassurance, and guidance
- Intaking new clients and conducts detailed psychosocial assessments, interviewing clients to assess current life circumstances, any mental health conditions, sources of income, and any resources and support required including housing, food, and employment
- Adheres to all relevant regulatory requirements including maintaining documentation and logs and ensuring confidentiality of sensitive client information
- Conducts referrals to various community resources, and employment agencies based on the client’s needs
- Communicates with workers at these establishments to assess service eligibility, book appointments, and verify resource availability in advance to provide optimal client support
- Established trust with clients by leveraging active listening, conducting regular wellness checks, and offering counselings to build rapport
- Demonstrates exceptional conflict de-escalation skills, calming clients undergoing mental crisis and reporting any concerns to on-shift supervisor.
- Ensured safety of residents by monitoring and enforcing shelter rules and protocols consistently.
- Streamlined intake process, effectively assessing new clients'' needs and determining appropriate resources.
COMMUNITY SHELTER WORKER
FRED VICTOR
03.2021 - 01.2022
- Establish empathetic rapport with residents
- Provided emergency shelter support services to homeless community, including initial screenings, and assessing client eligibility for admittance to emergency shelter programs
- Ensure the safety and well-being of clients and staff by doing regular facility and bed/room checks
- Admit clients and assist them to integrate into the emergency shelter environment by providing a tour of the program, explaining the rules and policies, fire safety procedures, and housing first approach
- Prepares quarterly program reports and supports in the coordination of evaluation activities
- Engaged in active listening and problem solving around client issues and knowledge of community resources and services to assist clients to address their presenting issues
- Provide a safe and trustworthy environment and encourage residents’ input.
RELIEF FRONTLINE WORKER
Salvation Army - Maxwell Meighen Centre
06.2020 - 01.2021
- Provided information and referral services, assessments, and support to clients
- Conducted centralized intake, referrals, and crisis intervention
- Assessed individuals and family needs, provided information and made referrals within the organization
- Performed all other related duties as required
- Participate in the planning and delivery of programs and activities to address the health, employment, housing and social and recreational needs of the residents
- Respond to medical emergencies like overdose and document such situations and call emergencies
- Response units to deal with situations
- Applying Harm Reduction Services delivery approach
- Doing regular walk around to deter any unexpected overdose
- Attend meetings as requested by management
- Conduct community needs assessments to identify and better understand the community to inform planning of local initiatives and strategies
- Complete full intake, admit clients and assist them to integrate into the shelter environment by providing a tour of the program, explaining the rules and policies, fire safety procedures, etc
- Process shelter transfers, issue service restrictions and update clients discharge plans
- Provide Support to clients with their daily needs
- Provide informal counselling and encouragement to clients
- Perform all necessary clerical duties, record client notes, and document issues in SMIS, hostel registry, logbook entry, and prepare shift reports to update the next shift of the occurrences and issues for follow up
- Perform health and safety routine checks in the dormitory, washrooms and around the building to ensure the well-being of residents
- Provide appropriate referrals, information, and advocacy to other support services to assist clients to meet the goals outlined in their case plans
- Work with and support external agency staff such as the PSWs, emergency services, while they are onsite delivering support services to clients
- Conduct community needs assessments to identify and better understand the community to inform planning of local initiatives and strategies
- Implement the shelter policies, procedures and residency agreements in a spirit of fairness and respect
- Work in an effective, efficient and client focused manner to achieve the best outcomes for clients.
Education
Bachelor Degree in Social Work And Social Admin. -
Makerere University Business School
11.2016
Uganda Advanced Certificate of Education -
12.2011
Skills
- Proficient in MS Office (Word, Outlook, PowerPoint, Excel)
- Internet research, social media creation, typing 80 wpm
- Demonstrated analytical research, problem solving and critical thinking effectively
- Effective oral and written communication skills; able to clearly explain policies and prepare clear reports
- Cross-cultural sensitivity
- Self-Care Practices
- Boundaries Maintenance
- Professionalism and Ethics
- Mental Health Support
- De-Escalation Techniques
- Resilience and persistence
Certification
- Conflict Resolution Skills Certificate, 02/01/20
- Toronto Shelter Standards Training – Toronto Hostels Training Centre, 01/01/20
- AODA Accessibility for Ontarians with Disabilities Act (AODA) Training, 01/01/21
- Naloxone Training Course, 01/01/20
- Standard First Aid – Dark city Security Toronto, 12/01/22
- Security Guard Training – Darkcity Security Toronto, 12/01/22
- Mental Health Certificate, 03/01/21
- Work Health and Safety Awareness, 07/01/20
Timeline
RELIEF SHELTER WORKER
Dixon Hall Neighbourhood Services
02.2023 - Current
COMMUNITY SHELTER WORKER
FRED VICTOR
03.2021 - 01.2022
RELIEF FRONTLINE WORKER
Salvation Army - Maxwell Meighen Centre
06.2020 - 01.2021
Bachelor Degree in Social Work And Social Admin. -
Makerere University Business School
Uganda Advanced Certificate of Education -
- Conflict Resolution Skills Certificate, 02/01/20
- Toronto Shelter Standards Training – Toronto Hostels Training Centre, 01/01/20
- AODA Accessibility for Ontarians with Disabilities Act (AODA) Training, 01/01/21
- Naloxone Training Course, 01/01/20
- Standard First Aid – Dark city Security Toronto, 12/01/22
- Security Guard Training – Darkcity Security Toronto, 12/01/22
- Mental Health Certificate, 03/01/21
- Work Health and Safety Awareness, 07/01/20
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