PAMELA JOHNSON
Calgary
Summary
Experienced and values-driven leader with a strong commitment to ending homelessness through compassionate, trauma-informed, and client-centered care. Skilled in crisis response, team coordination, and systems navigation, with a deep understanding of the complexities surrounding homelessness, restorative justice, and community reintegration. Proven ability to lead diverse teams with accountability, kindness, and respect, while fostering a safe and inclusive shelter environment. Adept at building collaborative partnerships, supporting staff development, and streamlining operations to improve service delivery. Passionate about empowering individuals to achieve stability and wellness, and dedicated to promoting dignity, integrity, and sustainable solutions for vulnerable populations.
Overview
2026
2026
years of professional experience
1
1
Certification
Work History
Emergency Shelter Worker
Calgary Drop-In & Rehab Centre
01.2021 - Current
- Support unhoused adults using trauma-informed and guest-centered approaches. Build respectful relationships to identify barriers to housing and foster an inclusive, supportive shelter environment through active listening and empathy.
- Demonstrate cultural sensitivity when engaging with guests from diverse backgrounds, respecting individual beliefs and traditions.
- Help guests work toward housing stability by assessing needs and coordinating services with internal teams such as Case Management, Diversion, Supportive Housing, and Health Services.
- Share accurate information and make referrals to community partners including the Navigation Centre, Centre for Newcomers, and The SORCe to support guests in overcoming systemic and personal barriers.
- Maintain clear and timely documentation of guest interactions, contributing to effective communication and service continuity across teams.
- Proficient use of 2-way radios, Microsoft Office, Guestbook, proficient in Office 365.
- Connect guests to recovery-oriented supports, including mental health and addiction services, withdrawal management, and harm reduction resources like Safeworks supplies.
- Promote safety within the shelter by applying de-escalation strategies and non-violent crisis intervention techniques. Enforce building guidelines, policies, and procedures professionally and fairly.
- Respond to crisis situations with calm and care, using sound judgment and conflict resolution skills to ensure the safety and well-being of all.
- Liaise with emergency services, including police, fire, and EMS, during critical incidents, and complete thorough and accurate reports.
- Provide first aid and compassionate support to guests experiencing medical issues, trauma, or emotional distress.
Youth and Community Residential Facility Worker
Calgary John Howard Society
06.2024 - Current
- Support youth exiting gangs, survivors of human trafficking, and women on conditional release as they transition from custody to community.
- Ensure safety and well-being through regular wellness, room, and perimeter checks.
- Provide crisis prevention and intervention using trauma-informed approaches.
- Build supportive, professional relationships to promote trust and positive reintegration.
- Promote life skills development and decision-making through mentorship and daily engagement.
- Maintain accurate guest records and documentation to support effective service delivery.
- Monitor CCTV, alarms, and use 2-way radios to maintain site security and respond to incidents.
- Hold valid criminal record check, vulnerable sector check, and Protected B security clearance.
- Proficient in Microsoft Office, Office 365, and Power Apps.
Contract Compliance Auditor and Finance Analyst
Sysco Calgary
01.2007 - 03.2020
- Served on the Senior Management Team, accountable for communicating audit findings to stakeholders and shareholders.
- Provided leadership in auditing relationships and contractual commitments between customers, vendors, and distributors.
- Led cross-functional teams to protect margins and report financial impacts, including hits, lifts, and opportunities.
- Oversaw internal control assessments, system access monitoring, and compliance with Financial and Accounting Methods Manual (FAMM).
- Directed SOX compliance testing by assigning departments to review each other’s controls, reinforcing accountability in financial reporting.
- Analyzed audit findings and delivered clear reports with actionable recommendations.
- Maintained confidentiality and exercised sound judgment in handling sensitive information.
- Streamlined audit processes, improving efficiency and reducing engagement time.
- Strengthened internal controls through risk assessments and continuous improvement initiatives.
- Provided leadership as a designated “Change Agent,” guiding teams through process improvements, standardization, and regional alignment.
Caregiver
Nurse Next Door
01.2019 - 01.2020
- Delivered compassionate, respectful care aligned with individualized care plans, promoting dignity and wellness.
- Assisted with daily living activities including grooming, dressing, meal preparation, and medication reminders.
- Fostered strong, trusting relationships through kindness, emotional support, and companionship.
- Engaged clients in meaningful conversation and activities to enhance social well-being.
- Maintained a clean, safe environment to support optimal health outcomes.
- Supported clients and families during difficult times with empathy and professionalism.
- Promoted independence and self-esteem through respectful, person-centered care.
Front of House, Admin, and Promotional Manager
The Bull & Finch Pub Group
2002 - 2006
- Met budget targets by controlling expenses and reallocating resources to optimize campaign performance.
- Led successful product launches and marketing campaigns through strategic planning and execution.
- Enhanced team productivity through performance evaluations, goal-setting, and ongoing training.
- Oversaw front-of-house operations across four pubs and a coffee house.
- Trained and motivated staff in product knowledge, value selling, and time management.
- Managed inventory purchasing, negotiated with suppliers, and implemented controls to reduce shrinkage.
- Handled payroll, accounts receivable/payable, GST filing, and general bookkeeping.
Education
Registered Yoga Teacher -
Alberta Yoga College
Calgary, AB08-2020
Hospital Unit Clerk - undefined
Bow Valley College
01.2019
Medical Office Assistant -
Bow Valley College
12.2017
Skills
- Trauma Informed Care
- Client / Guest Centered Approach
- Leadership and Team Management
- Strategic Planning
- Crisis Intervention
- Conflict Resolution
- Audit & Compliance
- Effective Communication
- Cultural Sensitivity
- Training & Coaching
- Organizational Skills
- Kindness & Respect
Certification
- Mental Health First Aid, 2025-01-01, Mental Health Commission of Canada
- The Trauma-Informed Care (TIC) eLearning Series, 2024-01-01, Recovery Alberta
- Suicide Prevention, Risk Assessment & Management (SPRAM), 2024-01-01, AHS
- Harm Reduction for the Homelessness Sector, 2024-01-01, Calgary Homeless Foundation
- Human Trafficking 101, 2024-01-01, Polaris Project
- Emergency First Aid & CPR/AED level C CSA Std. Z1210-17 - Basic, 2024-01-01, Canadian Red Cross
- FOIP - Access to Information and Protection of Privacy, 2024-01-01
- Access and Privacy Fundamentals for Alberta Public Bodies, 2024-01-01
- Brain Story, 2024-01-01, Alberta Family Wellness Initiative
- Psychological First Aid, 2023-01-01, Canadian Red Cross
- Non-violent Crisis Intervention, 2023-01-01, Crisis Prevention Institute
- Standard First Aid with Healthcare Provider CPR, 2022-01-01, St. John Ambulance Saint-Jean
- Trauma Informed Care, 2021-01-01, AHS
- Opioid Poisoning Response Training, 2021-01-01, St. John Ambulance
- COMPASS Licensed Facilitator, 2020-06-01, COMPASS / AHS
- FOIP: Focus on Privacy, 2020-01-01, Government of Alberta
- Better Choices Better Health Self-Management Facilitator, 2019-04-01, AHS
- Hospital Unit Clerk, 2019-01-01, Bow Valley College
- Active Leader, 2018-11-01, AHS
- Medical Office Assistant, 2017-12-01, Bow Valley College
- ASIST & Straight Talk (Applied Suicide Intervention Skills Training), 2018-01-01, Centre for Suicide Prevention
- Train the Trainer, 2015-01-01, Sysco Corporation
Timeline
Youth and Community Residential Facility Worker
Calgary John Howard Society
06.2024 - Current
Emergency Shelter Worker
Calgary Drop-In & Rehab Centre
01.2021 - Current
Caregiver
Nurse Next Door
01.2019 - 01.2020
Contract Compliance Auditor and Finance Analyst
Sysco Calgary
01.2007 - 03.2020
Hospital Unit Clerk - undefined
Bow Valley College
Front of House, Admin, and Promotional Manager
The Bull & Finch Pub Group
2002 - 2006
Registered Yoga Teacher -
Alberta Yoga College
Medical Office Assistant -
Bow Valley College
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