Mike Velthuis Kroeze
Calgary,AB
Summary
Accomplished Director of Programs and Performance at Distress Centre Calgary, adept in strategic leadership and partnership development. Spearheaded the integration of 211 Community Resource Specialists into the 911 Operations Centre, significantly enhancing crisis response efficiency. Excelled in securing over $10 million in annual funding, demonstrating exceptional stakeholder relationship management and operational excellence.
Overview
11
11
years of professional experience
Work History
Director of Programs and Performance
Distress Centre Calgary
06.2021 - Current
- Provided strategic direction and oversight for five programs including our 24/7 Crisis Lines, 988 Suicide Crisis Line, 211, Crisis Counselling, 911 Call Diversion and Basic Needs Fund.
- Lead the development of annual operational plans for all areas under my purview, ensuring that operational plan's aligned with the agency's strategic objectives.
- Successfully led the development, implementation and expansion of a partnership with Calgary Police Services and Calgary 911 to embed 211 Community Resource Specialists into the 911 Operations Centre to support the diversion of 911 calls to 211 when caller needs were better suited to a community response.
- Provided oversight for accreditation processes with the American Association of Suicidology and Inform USA.
- Contributed to the development of an enterprise risk management framework and provided risk management oversight related to all programs and services.
- Ensured the agency's IT platforms, systems and processes met the needs for effective management, analysis and interpretation of programs and services data.
- Led the development of funder applications and reports, successfully securing over $10 million in annual funding.
- Provided coaching, mentoring and direct supervision for a team of five management level positions
Crisis Program Manager
Distress Centre Calgary
11.2018 - 06.2021
- Provided day to day operational oversight for the 24/7 Crisis Line, ConnecTeen, and volunteer programs.
- Provided supervision and coaching to Team Leads and program coordinators.
- Led the design and execution of bi-monthly staff development days.
- Led our Crisis Program through our initial accreditation with the American Association of Suicidology.
- Developed a comprehensive data management framework for the crisis program, monitoring KPI's and identified strategies for improvement using data-driven decision making.
Senior Youth Program Coordinator
Distress Centre Calgary
04.2015 - 11.2018
- Developed relationships with youth focused programs, schools to expand the ConnecTeen program's outreach and impact.
- Designed and facilitated community presentations to promote the ConnecTeen program.
- Provided supervision and mentorship to a pool of over 40 youth volunteers.
Residential Youth Worker
McMan Youth, Family, and Community Services
04.2013 - 04.2015
- Responsible for working within a team environment to deliver effective and compassionate services for up to six at-risk adolescent males.
- Author numerous assessments and reports top be submitted to all necessary parties.
- Utilized case management skills to facilitate access to necessary services for the client's continued success.
Education
Master of Social Work - Leadership in The Human Services
University of Calgary
Calgary, AB04.2024
Bachelor of Social Work -
University of Victoria
Victoria, BC04.2018
Diploma of Social Work -
Mount Royal University
Calgary, AB04.2015
Skills
- Partnership Development
- Performance Management
- Staff Hiring and Evaluations
- Operations Management
- Strategic leadership
- Risk Management
- Crisis Intervention and Management
- Stakeholder Relationship Management
- Data and Evaluation
- Process Management
- Person (client)-centred focus
Accomplishments
- Led the development of a comprehensive, public facing Business Intelligence Dashboard which included securing funding, identifying and selecting technology consultants and validating dashboard design.
- Developed relationships with leadership from Calgary Police Service and Calgary 911 to implement a Call Diversion co-location project between 211 and Calgary 911, resulting in over 10,000 calls being diverted from a police response to a community/mental health focused response.
- Oversaw Distress's Centre Calgary's implementation of a 988: Suicide Crisis Helpline responder site partnership with the Centre for Addictions and Mental Health
- Designed and implemented a new staff scheduling rotation for our contact centre programs, positively impacting staff mental health and wellness through the elimination of shift work.
- Provided strategic and operational guidance through a period of significant agency growth and expansion which saw the agency budget grow by nearly 300%.
Timeline
Director of Programs and Performance
Distress Centre Calgary
06.2021 - Current
Crisis Program Manager
Distress Centre Calgary
11.2018 - 06.2021
Senior Youth Program Coordinator
Distress Centre Calgary
04.2015 - 11.2018
Residential Youth Worker
McMan Youth, Family, and Community Services
04.2013 - 04.2015
Master of Social Work - Leadership in The Human Services
University of Calgary
Bachelor of Social Work -
University of Victoria
Diploma of Social Work -
Mount Royal University
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