Mona Eslami Ziraki
Summary
Empathetic and analytical Settlement Counsellor with over 5 years of experience supporting individuals through complex life transitions. Passionate about health and well-being, with expertise in crisis intervention, case management, and rehabilitation support. Proven ability to assess individual needs, develop recovery-focused plans, and foster trust-based relationships with clients, professionals, and community organizations. Strong emotional intelligence, adaptability, and cultural sensitivity. Compassionate Case Manager dedicated to achieving desired case outcomes through problem-solving, conflict resolution, and effective communication. Talented at handling high caseloads without sacrificing quality of care, recommending best resources and courses of action for patient needs and optimal quality of life in high-pressure environments.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Case Manager
CCSYR (At Welcome Centre Immigrant Services)
12.2023 - Current
- Conducted crisis intervention and referrals, providing immediate support to vulnerable clients during complex personal and health transitions.
- Coordinated client access to community health services, disability supports, and recovery programs to address diverse needs effectively.
- Advocated on behalf of clients in legal and social service settings, ensuring their rights were protected and needs represented.
- Maintained thorough and confidential case documentation, ensuring compliance with regulatory standards and organizational policies.
- Streamlined internal referral processes, reducing client wait times and improving overall service delivery efficiency.
Customer Specialist
GN Hearing Care Canada
03.2021 - 12.2023
- Managed sensitive client interactions with compassion and discretion
- Ensured accurate data entry, billing, and coordination of services for clients with hearing challenges
- Identified and addressed barriers to client satisfaction, strengthening customer engagement
- Supported national donation program promoting equitable access to hearing care
French Conversation Facilitator - Volunteer
CCSYR (At Welcome Centre Immigrant Services)
08.2018 - 12.2023
- Facilitated culturally responsive French language conversation sessions for newcomer groups, integrating diverse cultural perspectives to promote community inclusion.
- Adapted facilitation methods to accommodate varying language abilities and learning styles, creating a supportive environment for French language practice.
- Collaborated with interagency teams to develop integrated programs addressing settlement, education, and mental health through conversational activities.
- Delivered engaging French conversation workshops that enhanced participants’ confidence and comprehension.
French Immersion Teaching Assistant
Victoria Montessori School
01.2021 - 03.2023
- Developed tailored strategies to support individual learning and behavioral needs
- Practiced crisis de-escalation and positive behavior reinforcement techniques with students
- Communicated regularly with parents, providing emotional support and guidance for at-home strategies
- Delivered wellness-focused physical activities to promote holistic child development
Education
B.Sc. Degree - French Language Translation
Azad University of Mashhad
01.2007
Skills
- Emotional Intelligence
- Crisis Intervention and Recovery Planning
- Case Management and Needs Assessment
- Community Partnership Building
- Critical Thinking and Decision-Making
- Digital Literacy and Data Tracking
Languages
English
French
Farsi
Certification
Trauma & Violence-Informed Care
(TVIC) for Newcomer Centre
Mental Health 101 for Newcomer Centre
Timeline
Case Manager
CCSYR (At Welcome Centre Immigrant Services)
12.2023 - Current
Customer Specialist
GN Hearing Care Canada
03.2021 - 12.2023
French Immersion Teaching Assistant
Victoria Montessori School
01.2021 - 03.2023
French Conversation Facilitator - Volunteer
CCSYR (At Welcome Centre Immigrant Services)
08.2018 - 12.2023
B.Sc. Degree - French Language Translation
Azad University of Mashhad
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