Joweria Namukuye
Toronto,ON
Summary
Compassionate and client-focused Shelter Support Worker with over 5 years of experience supporting homeless, under-housed, and marginalized individuals, including Indigenous communities and persons living with HIV/AIDS. Strong background in crisis intervention, intake and discharge procedures, housing referrals, and case documentation (SMIS). Committed to anti-racism, anti-oppression, harm reduction, and trauma-informed care principles. Adept at de-escalation, conflict resolution, and maintaining safe shelter environments aligned with Toronto Hostel Standards.
Overview
5
5
years of professional experience
Work History
Client Service Worker
City of Toronto
339 George Street
06.2021 - Current
- Conduct client intake and discharge processes in accordance with Toronto Hostel Standards.
- Orient residents to shelter rules, schedules, fire safety procedures, and available services.
- Record and maintain accurate documentation including SMIS entries, Hostel Registry updates, triage notes, logbooks, and incident reports.
- Provide emotional and practical support to clients experiencing homelessness, mental health challenges, addictions, and crisis situations.
- Conduct regular building rounds including dormitories and washrooms to ensure resident safety and facility security.
- Respond to medical emergencies and critical incidents using crisis intervention and de-escalation techniques.
- Address rule infractions fairly and consistently while maintaining dignity and respect.
- Make internal referrals to case management and external referrals to community health, housing, legal, and social services.
- Liaise with hospitals, social workers, doctors, courts, and other community partners to coordinate care.
- Participate in case conferences, program development initiatives, and team meetings.
- Support clients in moving toward housing stability through resource navigation and advocacy.
- Maintain professionalism when responding to client, public, and stakeholder inquiries.
- Over 5 years’ experience providing care and support to elderly individuals and youth in family and community settings.
- Perform eligibility screenings for emergency shelter admissions.
- Assess client needs including hygiene, medical, financial, and emotional concerns, and connect them to appropriate services.
- Maintain a safe and healthy shelter environment through regular room and facility checks.
- Deliver programs including recreational, educational, and life skills initiatives.
- Demonstrate cultural competence and sensitivity within LGBTQ+, anti-racist, and anti-oppressive frameworks.
- Strong knowledge of homelessness issues, Ontario Works (OW), and ODSP legislation.
- Strong documentation and data entry accuracy skills.
Relief Shelter Worker
Homes First Society
545 Lake Shore BLVD
01.2024 - Current
- Participate in routine LGBT newcomers lunch preparations.
- Talk to newcomers about Canada.
- Participated in providing community meals.
- Participated in counelling.
- Participated in garage sales and site setting.
- Participate in routine community programs organized by the organization.
Client Support Worker
City of Toronto
339 George Street
01.2021 - Current
- Participate in admission and discharge of clients as required.
- Provide appropriate information and resources, orient residents to hostel regulations and schedules as well as all available services during the intake process.
- Ensure client admission and discharge information is recorded in appropriate places.
- Provide practical and emotional support, assistance and encouragement to clients.
- Perform all necessary clerical duties for documentation, including SMIS, Hostel Registry, Triage, logbook entries, and all other required forms.
- Make necessary internal referrals to case management department or pastoral care.
- Make necessary/appropriate external referrals to community resources to assist clients in meeting their basic needs and assist in moving towards housing and housing stability.
- Ensure that all telephone calls are dealt with professionally and appropriately.
- Support clients in following agency rules and expectations consistently.
- Address concerns that arise due to infractions of rules by clients in ways that are consistent with Toronto Hostel Standards.
- Make regular rounds throughout building; including walking through the dormitory and bathrooms on all shifts as outlined in shift duties.
- Assisted in developing personalized care plans, enhancing client satisfaction and well-being.
- Provided compassionate support to clients, addressing individual needs and concerns effectively.
- Coordinated service delivery with community resources, optimizing client access to essential services.
- Monitored client progress and reported findings to healthcare professionals for informed decision-making.
- Trained new staff on best practices in client support, fostering a collaborative work environment.
- Implemented feedback mechanisms to improve service delivery and enhance client experiences.
- Assisted in the development of client support strategies for optimal service delivery.
- Promoted a positive work environment through active listening, empathy, and open communication with colleagues.
- Provided comprehensive training to new staff members, resulting in improved performance and increased client satisfaction.
- Streamlined processes by implementing effective time management techniques and organizational skills.
- Demonstrated expertise in conflict resolution by effectively mediating disputes between clients and internal stakeholders.
- Improved client satisfaction by addressing and resolving concerns with a professional, empathetic approach.
- Established trust with clients by maintaining confidentiality and ensuring data privacy.
- Displayed adaptability by successfully handling multiple priorities simultaneously while meeting tight deadlines and maintaining high-quality work.
- Served as an advocate for clients'' needs within the organization, facilitating collaboration between departments to resolve complex issues quickly.
- Enhanced team productivity through efficient task delegation and clear communication.
- Ensured timely responses to client inquiries, prioritizing urgent requests for faster resolution times.
- Collaborated with cross-functional teams to optimize resources and ensure seamless service delivery to clients.
- Supported continuous improvement initiatives by providing constructive feedback during regular performance evaluations.
- Developed strong relationships with clients through consistent follow-ups on outstanding issues or concerns.
- Reduced response times by creating a knowledge base of frequently asked questions and common client concerns.
- Actively participated in team meetings, sharing knowledge, insights, and best practices for efficient problem solving.
- Maintained accurate records of client interactions, enabling better tracking of issues and resolution times.
- Managed high-volume caseloads while maintaining exceptional attention to detail and accuracy in documentation efforts.
- Educated clients on product features and benefits, helping them make informed decisions based on their specific requirements.
- Contributed to the growth of the company by identifying opportunities for improvement and suggesting innovative solutions.
- Responded to all client inquiries and asked appropriate questions to facilitate resolution.
- Provided excellent customer service by following up with clients, mailing out applications and responding to incoming calls.
- Delivered outstanding service to clients to not only maintain but to extend relationship for future business opportunities.
- Conducted case management activities and services with multidisciplinary team.
- Participated in professional development and training opportunities to enhance clinical skills.
- Documented client progress and activities in accordance with agency policies and procedures.
- Assisted clients in developing and setting realistic goals to promote positive change.
- Assisted clients in identifying community resources and connecting with appropriate services.
- Monitored clients' progress to adjust treatment plans accordingly.
- Developed and maintained strong relationships with community resources for successful referrals.
- Administered assessments to identify clients' needs and establish treatment plans.
- Evaluated clients' social, emotional and psychological needs to create treatment plans.
- Educated clients and families on mental health, wellness and recovery topics.
- Developed and implemented individualized treatment plans for clients.
- Utilized evidence-based practices to provide effective interventions for clients.
- Provided crisis counseling and intervention services to clients in emergency situations.
- Facilitated peer support groups to help clients connect with others.
- Devised and implemented community-based programs to promote mental health awareness.
Education
Practical Nursing - Diploma
Fleming College
Peterborough01-2024
Diploma - Social work and social administration
Cavendish University
Uganda01-2015
Bachelor's Degree - Industrial and Organization Psychology
Makerere University
01-2013
Skills
- Strong written and verbal English communication skills
- Ability to work independently and collaboratively
- Skilled in handling high-stress and emergency situations
- Eligible to work in Canada
- Able to provide Clear Vulnerable Sector Screening
- Valid certificates in Standard First Aid and CPR, Hostel Standards, CPI, Case Management, Anti-racism/Anti-oppression, Documentation (Note Taking) Skills, WHMIS
- Crisis Management and prevention skills
- Demonstrable awareness and knowledge of issues impacting homeless individuals
- Understanding and appreciation for issues of inclusion and diversity
- SMIS knowledge will be considered an asset
- Ability to take responsibility for and work through difficult personal reactions
- Skilled in handling high-stress and emergency situation
- Extensive professional development and lived experience in the area of social and Community services with comprehensive knowledge of community agencies and resources and legislation (Ontario Works and ODSP)
- Strong ability to communicate effectively in English, both verbal and written
- Independent; able to work autonomously with minimal supervision and as a collaborative team member
- Proficient with computer programs Windows 7 Professional MS Office (Word, Excel, Access, PowerPoint, Outlook); fast, accurate data entry skills
- Strong understanding of diversity issues, anti-discrimination practices and systemic reasons for homelessness
- Client relationship building
PROFESSIONAL DEVELOPMENT
- Oxygen training 2026
- Crisis Prevention and Intervention (CPI) 2023
- Toronto shelter standard 2020
- Naloxone 2020
- Social Work Practice in Community Organization Management and Policy/Evaluation 2020
- First Responder Emergency First Aid & Heart Saver (Level “C”) CPR. 2024
Languages
English
Full Professional
Timeline
Relief Shelter Worker
Homes First Society
01.2024 - Current
Client Service Worker
City of Toronto
06.2021 - Current
Client Support Worker
City of Toronto
01.2021 - Current
Practical Nursing - Diploma
Fleming College
Diploma - Social work and social administration
Cavendish University
Bachelor's Degree - Industrial and Organization Psychology
Makerere University