Janet Chiwele
Lac La Biche,Canada
Summary
Leadership professional with focus on high standards and results-driven strategies. Expertise in developing and implementing effective team collaboration processes, ensuring reliable performance and adaptability to evolving requirements. Possesses key skills in strategic planning and conflict resolution, making valuable addition to any leadership team.
Broad experience in delivering exceptional client assistance and resolving complex issues. Strong focus on team collaboration, adapting to changing needs, and achieving results. Skilled in communication, and conflict resolution. Known for reliability, problem-solving, and customer-centric approach.
Strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Organized and dependable leader skilled at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy in a fast paced environment. Effective at prioritizing tasks and meeting deadlines.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
13
13
years of professional experience
Work History
Team Leadership Support
Seniors, Community and Social services
09.2022 - Current
- Assesses presenting circumstances to determine needs and appropriate timely access to services and resources
- Lead multiple teams and assigns Income Support Provincial Assessments to staff and working closely to ensure all areas of concern are addressed
- Lead in various projects and implements innovative solutions that significantly improved overall efficiency in daily operations
- Prepares annual data to determine metrics for operational performance.
- Provides Career and Employment Consultation that covers a wide range of activities pertaining to delivering Income Support to clients in the Zone
- Actively participates in departmental activities related to enhancing service provision to ensure alignment of department’s strategic vision
- Provides support to the zone and leadership including statistical reports and trackers
- Champions diversity initiatives that promote inclusivity while leveraging unique perspectives for improved problem-solving capabilities.
- Use critical thinking to break down problems, evaluate solutions and make decisions.
Service Delivery Manager
Alberta Supports -Community and Social Services
02.2021 - 09.2022
- Led and managed the administration of Alberta Supports offices, AISH and Income Support programs and services
- Worked closely with a team of supervisors, Business Coordinator and the Director to implement the operational plan, identifying emerging issues and developed strategies in an environment impacted by many external and internal factors
- Modeled Alberta Public Service vision and values to link ministry strategic priorities with activities and outcomes in a local area
- Supported staff to access training and tools provided for effectiveness of delivery of services
- Translated program policies and services into deliverables
- Networked and liaised with managers and directors of community service agencies
- Experience working with residential housing policy, applicable federal programs, provincial legislation, and municipal levers to meet housing needs for clients
- Led and managed teams of supervisory and other program staff responsible for the delivery of Income Support and AISH programs and services
- Responded to results of program audit procedures ensuring appropriate action and continuous improvement of program administration
- Supported ministry initiatives/cultural shift imperatives
- Led teams through identifying needs to adjust service delivery modes
- Led teams in establishing frameworks to understand and implement service delivery changes
- Contributed to interview and hiring decisions
- Ensured performance management processes such as the Performance Agreements are in place
- Ensured staff members have access to and understand their rights and responsibilities under applicable agreements, legislation, and administrative processes
- Ensured staff have a safe, healthy work environment
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
- Implemented performance metrics to evaluate team effectiveness and identify areas for improvement.
- Collaborated with sales teams to develop strategies that maximized revenue generation through upselling or cross-selling opportunities.
- Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Optimized resource utilization, identifying opportunities for cost reduction and efficiency improvements.
- Proved successful working within tight deadlines and a fast-paced environment.
Program Supervisor
Alberta Supports - Community and Social Services
05.2020 - 02.2021
- Supervised and coached staff from Alberta Supports/Alberta Works and AISH programs
- Led teams and build capacity
- Provided constructive feedback
- Supported staff in dealing with change through modeling, coaching, mentoring, and staff training
- Oversaw the delivery of services according to the strategic direction of the department and the regional operations plans
- Created a positive work environment
- Encouraging staff to contribute to continuous improvement in how information and services are delivered; working to build a fair, safe and healthy environment for staff; facilitating clear and open communication within the office; recognizing staff accomplishments; and fostering team learning, development and capacity building
- Networked, collaborated with other Community and Social Services partners, and external stakeholders in order to build effective working relationships
- Worked with all the internal stake holders in Community and Social Services and other programs in integration of processes
- Experience working with residential housing policy, applicable federal programs, provincial legislation, and municipal levers to meet housing for clients
- Connected and interacted with clients to resolve complex issues in variety of situations
- Made informed decisions to access options in order to assess solutions
- Coordinated and facilitated monthly team meetings, all CSS meetings and caseload reviews
- Participated in the Zone Leadership Team and contributing to the goals and direction of the Region
- Provided ongoing direction and leadership for program operations.
- Coached team members on productivity strategies to accomplish challenging goals.
- Assisted with community resources for healthcare and mental health.
- Oversaw staff training and development programs, ensuring employees were equipped with the skills needed to excel in their roles.
Service Delivery Manager
Alberta Supports -Community and Social Services
12.2018 - 05.2020
- Led and managed the administration of Alberta Supports offices, AISH and Income Support programs and services
- Worked closely with a team of supervisors, Business Coordinator and the Director to implement the operational plan, identifying emerging issues and developed strategies in an environment impacted by many external and internal factors
- Modeled Alberta Public Service vision and values to link ministry strategic priorities with activities and outcomes in a local area
- Supported staff to access training and tools provided for effectiveness of delivery of services
- Translated program policies and services into deliverables
- Networked and liaised with managers and directors of community service agencies
- Engaged in meetings with Contract and Procurement Specialist and discuss regional contract services for our programs
- Led and managed teams of supervisory and other program staff responsible for the delivery of Income Support and AISH programs and services
- Responded to results of program audit procedures ensuring appropriate action and continuous improvement of program administration
- Supported ministry initiatives/cultural shift imperatives
- Led teams through identifying needs to adjust service delivery modes
- Led teams in establishing frameworks to understand and implement service delivery changes
- Contributed to interview and hiring decisions
- Ensured performance management processes such as the Performance Agreements are in place
- Ensured staff members have access to and understand their rights and responsibilities under applicable agreements, legislation, and administrative processes
- Ensured staff have a safe, healthy work environment
Integrated Case Manager
Alberta Supports -Community and Social Supports
12.2014 - 06.2017
- Worked with all the internal stake holders in Community and Social Services and Children Services, and other programs in integration of processes
- Helped build the Integrated Case Manager role, as the first Integrated Case Manager in NE, developed processes based on the CCISD model as well as provided feedback to the Regional Leadership Team and Provincial Leadership Team
- Participated and contributed to the Regional Committee for the Prototype in St
- Paul
- Participated in meetings and contributed to Pan Program Assessment tool for Edmonton Region CCISD
- Contributed to the process of building a more integrated Lac La Biche office and worked closely with AISH, PDD, FSCD, Children Services and Alberta Works
- Conducted Common Holistic Assessments, Outcome Planning, and Monitoring
- Supported and helped complex clients that require disability supports (AISH/PDD program), income support, mental health or addictions supports, and other community supports
- Supported and helped Albertans through a holistic approach to access supports and programs, including natural supports, through strategies and plans to reduce barriers so that they become more self-reliant
- Networked, collaborated with other Community and Social Supports /Children Services partners, and external stakeholders in order to build effective working relationships
- Facilitated and coordinated meetings and case conferences with multi-disciplinary teams
Business Manager
Alberta Works, Human Services
10.2011 - 12.2014
- Budgeted and forecasted for Area East and worked closely with Regional Budget Officer
- Monitored activities and expenditures to ensure budgets was on target for the Area
- Conducted the overall Business Administration in all programs and sites
- Supervised, trained and coached administrative teams across multiple sites in Alberta
- Anticipated financial impact from operational issues and worked with leadership to develop solutions.
- Increased overall team productivity by fostering a positive work environment and providing effective leadership.
- Fostered a culture of continuous improvement by encouraging employee input on process optimization efforts.
- Enhanced customer satisfaction levels by implementing an effective feedback system and addressing concerns promptly and efficiently.
- Conducted audits on all administrative functions and established guidelines and policies to ensure consistency and accuracy in performing admin functions
- Supported and mentored staff in their roles, this included processing all staff appraisals and providing feedback
- Coordinated staff recruitment for various offices and took part in interviewing staff
- Managed, and executed business plan and communicated company vision and objectives to motivate teams.
- Communicated with customers and vendors positively with particular attention to problem resolution.
- Drafted reports and documents to improve correspondence management, schedule coordination and recordkeeping.
- Improved operational workflows by identifying areas of inefficiency and implementing appropriate solutions.
- Oversaw and improved deliveries through proactive coordination of daily operations.
- Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Education
Bachelor in Business Administration - Management
10-2006
Skills
- Over 13 years combined experience as Service Delivery Manager and supervisory roles in Government of Alberta
- Knowledge of principles and approaches related to human resource management
- Able to demonstrate written and verbal communications skills, including the ability to clearly convey complex ideas in understandable terms to a variety of audiences
- More than 12 years of experience in program management, strategic planning, housing experience and project management, including supervisory
- Experience working with residential housing policy, applicable federal programs, provincial legislation, and municipal levers to meet housing needs for clients
- Working knowledge of housing markets and demonstrated experience using data to make informed decisions related to policy and strategy
- Excellent communication, facilitation and engagement skills accompanied by strong interpersonal skills with the ability to build and maintain effective working relationships with diverse groups
- Strong at working collaboratively with internal and external stakeholders
- Effective organization and prioritization skills to balance multiple ongoing projects at one time and be able to meet tight timelines
- Strong management and leadership skills
- Experienced in budgeting and forecasting
- Knowledge of relevant legislation and Foundational Learning Assistance policy
- Knowledge of key trends and issues related to foundational learning and skills development for adults seeking funding
- Effective relationship and team building skills
- Excellent collaboration, networking and facilitation skills to build consensus and partnerships
- Ability to think strategically and understand the strategic direction of the organization
- Effective decision making, problem solving & judgment skills and conflict resolution skills
- Demonstrated a commitment to upholding the values of equity, diversity, inclusion, anti-racism and reconciliation
- Effective at staff education, training, coaching and development
- Effective at managing multiple, constantly shifting priorities in a fast-paced environment
- Demonstrated political and business acumen with proven leadership, negotiation, and conflict management skills
References
Available upon Request
Languages
English
Full Professional
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Team Leadership Support - Seniors, Community and Social services
09.2022 - Current
Service Delivery Manager - Alberta Supports -Community and Social Services
02.2021 - 09.2022
Program Supervisor - Alberta Supports - Community and Social Services
05.2020 - 02.2021
Service Delivery Manager - Alberta Supports -Community and Social Services
12.2018 - 05.2020
Integrated Case Manager - Alberta Supports -Community and Social Supports
12.2014 - 06.2017
Business Manager - Alberta Works, Human Services
10.2011 - 12.2014
University of Regina - Bachelor in Business Administration, Management
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