Summary
Overview
Work History
Education
Skills
Certification
Languages
References
Timeline
Generic

Jennifer Viker

Toronto,Canada

Summary

Dynamic case management professional with extensive experience at Toronto Shelter Support Services. Proven ability in crisis intervention and client advocacy, successfully enhancing treatment outcomes through effective relationship building and referral coordination. Recognized for exceptional documentation skills and a commitment to professional development, ensuring quality care and support for diverse client needs. Dedicated professional with broad range of experience delivering comprehensive case management to residents in long-term facilities and social services programs. Highly accomplished in fostering meaningful relationships and developing effective short-term and long-term plans to achieve client goals. Complete understanding of complex considerations governing assessment and treatment.

Overview

9
9
years of professional experience
1
1
Certification

Work History

COUNSELLOR -CASE MANAGEMENT

Toronto Shelter Support Services - Seaton House
Toronto, Canada
05.2023 - Current
  • Developed and maintained effective working relationships with clients, families, and other professionals involved in the case management process.
  • Provided support during court hearings by testifying on behalf of clients, or preparing legal documents as needed.
  • Evaluated program effectiveness by analyzing feedback from participants, and making necessary changes based on results.
  • Maintained accurate documentation of all activities associated with the case management process, in accordance with agency standards.
  • Facilitated group counseling sessions focused on anger management skills and relapse prevention techniques.
  • Assessed client needs through individual interviews, collateral contacts, and review of records and documents.
  • Served as an advocate for clients when interacting with external agencies or entities including courts, schools, social service providers.
  • Cultivated positive working relationships with referring agencies in order to ensure continuity of care for clients.
  • Participated in professional development activities related to case management best practices.
  • Identified potential barriers to the successful completion of treatment plan goals, and developed strategies for overcoming them.
  • Monitored the progress of treatment plans by coordinating regular meetings with clients and their families.
  • Supervised interns are assigned to assist with case management duties while providing guidance on ethical considerations associated with the role.
  • Collaborated with community-based organizations to identify appropriate treatment options for clients.
  • Coordinated referrals for additional services, such as housing assistance or employment training programs.
  • Assisted clients in developing independent living skills, such as budgeting, or problem-solving techniques.
  • Implemented case management plans, provided assessments, and offered counseling and support.
  • Demonstrated success in building relationships with clients, and providing emotional support.
  • Facilitated referrals to collaborative specialty health providers to drive continuity of care.
  • Coordinated meetings between clients, family members, and other health care providers involved in the treatment process.
  • Used an adaptive communication style and practiced empathy to build trust and rapport with clients.
  • Participated in team meetings to discuss case management strategies for individual cases.
  • Developed comprehensive assessment plans to evaluate client needs and develop appropriate interventions.
  • Adhered to legal requirements regarding the confidentiality of information related to clients' cases.
  • Conducted crisis intervention sessions with clients when needed.
  • Actively engaged in professional development opportunities through continuing education courses.
  • Collaborated closely with treatment teams to appropriately coordinate client care services.
  • Maintained clients' records by reviewing case notes, and logging events and progress.
  • Provided ongoing evaluation of client progress toward goals established in service plans.
  • Helped patients reach their plan of care goals through case reviews.
  • Monitored and evaluated case management services to ensure quality and effectiveness.
  • Facilitated referrals to community resources for support services, including financial assistance programs.
  • Monitored client compliance with medication regimens prescribed by physicians.
  • Organized activities that promote healthy lifestyle choices among at-risk populations.
  • Prepared clients' discharge by reviewing and amplifying discharge plans, and coordinating discharge and post-discharge requirements.
  • Developed crisis intervention strategies for individuals facing difficult situations or events.

CLIENT SERVICE WORKER

Toronto Shelter Support Services -Seaton House Harm Reduction Program
Toronto, Canada
12.2021 - 05.2023
  • Resolved customer complaints quickly and efficiently while maintaining a positive attitude.
  • Advocated for specialized services during high-acuity situations, collaborating with teams and community resources.
  • Assessed needs and referred clients to various community resources for effective support.
  • Maintained accurate client records and documentation per Toronto Shelter Support Services policies.
  • Oversaw client flow at sites and de-escalated conflicts to ensure safety.
  • Collaborated with other professionals to ensure comprehensive care for clients.
  • Responded to emergency situations involving clients by assessing risk factors and providing appropriate interventions according to established protocols.
  • Maintained lists of resources helpful to clients.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.

Supervisor of Operations

Costi
Toronto, Canada
01.2020 - 12.2021
  • Provides harm reduction service delivery at Costi Overdose Prevention Service, or other Shelter Administration Division-operated shelter locations.
  • Monitors clients for signs and symptoms of overdose and initiates emergency response protocol as per emergency response policy and procedure including the administration of naloxone, oxygen, and First Aid/CPR.
  • Provides supervision of drug consumption to clients using the Overdose Prevention Service.
  • Assesses clients for drug use-related complications, including but not limited to skin infections and abscesses, and provides referral(s) as appropriate.
  • Assesses client appropriateness for initiation on opioid substitution therapy, and facilitates intake or makes referrals as appropriate.
  • Distributes harm reduction supplies and provides take home naloxone to clients where appropriate.
  • Assesses client knowledge of best practices for safer drug use and provides education regarding proper drug use technique to facilitate best possible health outcomes for each client.
  • Counsels and educates clients regarding overdose prevention and management, including the use and administration of naloxone where appropriate.

  • Provides referrals for sexually transmitted infections testing and healthy sexuality counselling.
  • Assists clients to identify needs and supports clients to develop and achieve health goals.
  • Provides immediate care in crisis situations.
  • Accompanies and transports clients requiring emergencies.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Worked with cross-functional teams to achieve goals.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
  • Completed routine maintenance and repair.
  • Worked effectively in team environments to make the workplace more productive.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Contributed innovative ideas and solutions to enhance team performance and outcomes.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
  • Conducted testing of software and systems to ensure quality and reliability.
  • Conducted system analysis and testing to identify and resolve technical issues or inefficiencies.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Prioritized and organized tasks to efficiently accomplish service goals.

Facitilty In Charge

Parks Forestry and Recreation
03.2016 - 10.2018
  • Updated and maintained databases with current information.
  • Identified needs of customers promptly and efficiently.
  • Contributed innovative ideas and solutions to enhance team performance and outcomes.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Achieved cost-savings by developing functional solutions to problems.
  • Worked with cross-functional teams to achieve goals.
  • Recognized by management for providing exceptional customer service.
  • Provided support to management in areas such as recruitment, training, performance reviews, and disciplinary actions.
  • Analyzed key performance indicators to identify effective strategies.
  • Resolved conflicts between staff members in a timely manner while maintaining professionalism.
  • Provided feedback to team members on their job performance during one-on-one meetings.
  • Collaborated with other departments to ensure efficient workflow processes.
  • Ensured that employees followed established safety protocols at all times.
  • Coordinated meeting schedules and prepared necessary materials for team briefings.
  • Worked closely with human resources to support employee management and organizational planning.
  • Participated in the planning of special events and promotions for the organization.

Education

Bachelor in Social Work - Social Work

George Brown College
Toronto, ON
03-2017

Master of Arts - Diversity Gender Women Studies

York University
Toronto, ON
09-2012

Skills

  • Case management
  • Crisis intervention
  • Client advocacy
  • Treatment planning
  • Group counseling
  • Referral coordination
  • Emotional support
  • Professional development
  • Problem solving
  • Interpersonal communication
  • Relationship building
  • Multitasking capacity
  • Trauma-informed care
  • Written communication
  • Time management
  • Mindfulness techniques
  • Data confidentiality
  • Attention to detail
  • Superior communication skills
  • Teamwork
  • Team building
  • Documentation and reporting
  • Administration and management
  • Adept at conflict resolution

Certification

JHSC OHSA Certification

Languages

Spanish
Professional
French
Professional
English
Professional

References

References available upon request.

Timeline

COUNSELLOR -CASE MANAGEMENT

Toronto Shelter Support Services - Seaton House
05.2023 - Current

CLIENT SERVICE WORKER

Toronto Shelter Support Services -Seaton House Harm Reduction Program
12.2021 - 05.2023

Supervisor of Operations

Costi
01.2020 - 12.2021

Facitilty In Charge

Parks Forestry and Recreation
03.2016 - 10.2018

Bachelor in Social Work - Social Work

George Brown College

Master of Arts - Diversity Gender Women Studies

York University

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Jennifer Viker