Rhonda Sloane
Thornhill,ON
Summary
Client Director/ Case Manager offer multiyear track record of cultivating client loyalty and satisfaction. Accustomed to working in fast-paced environments with decisive problem-solving skills and competency in defusing high-pressure situations. Superb analytical skills leveraged to proactively improve client service processes and garner stellar customer satisfaction.
Overview
32
32
years of professional experience
1
1
Certification
Work History
Client Director
Silver Sherpa
09.2019 - Current
- Worked closely with organizational leadership and board of directors to strategically affect operational direction for 15 years
- Collaborated with management and fellow supervisors to organize operations and achieve exemplary outcomes
- Provided documentation of processes to comply with regulations and company policies with zero errors
- Developed impactful and strategic partnerships with external agencies to better support client and to provide excellent service.
- Direct, face to face navigation and advocacy for clients as they experience life transitions.
- Provide clients and their families with in-depth crisis management recommendations and put actions in place
- Consistently provided conflict resolution strategies and implemented strategies
Psychogeriatric Case Manager
Loft Community Services
01.2016 - Current
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Provided leadership to hospital wide training scope and span and conduced over 100 nursing in-services
- Effectively provided determined advocacy for client on a daily basis.
- Creatively problem solved, with "out of the box" thinking to further support clients daily.
- Efficiently managed large caseloads with a focus on triage procedures.
- Professionally build relationships with all levels of management, hospital administration and government personnel.
- Carried out day-day-day duties accurately and efficiently.
- Accurately managed database information.
- Created both PIECES functional assessments as well a Behaviour support plans for each client.
- Displayed ongoing team building skills and interacted professional on a multi-disciplinary tea.
General Manager
YMCA of Greater Toronto
Greater Toronto Area
05.1988 - 01.2011
- Managed budget implementations, employee reviews, training, schedules and contract negotiations.
- Developed and maintained relationships with various school boards, and various levels of government.
- Maximized efficiency by coaching and mentoring 18 direct reports on management principles, industry practices, company procedures and budgeting.
- Enhanced operational efficiency and productivity by managing budgets, and costs.
- Developed effective business plans to align strategic decisions with long-term objectives.
Education
Advanced Diploma - Social Service Worker, Gerontology
Seneca College of Applied Arts And Technology
North York, ON04.2017
Advanced Diploma - Early Childhood Education - Special Needs
Humber Institute of Technology And Advanced Learning
Toronto, ON04.1988
Skills
- Conflict resolution and complex case management
- Crisis management
- Person Centered approach
- Behaviour analysis and support planning
- Proven leader in adult education and training of unit nurses in Person centred interactions with people living with Dementia
- Government relations and partnerships
- Budget Management
- Innovation and Creative problem solver
- Determined advocate toward positive outcomes
- Client Needs Assessment
- Regulatory and Legal Compliance
- Visionary
Accomplishments
Involved in Hospital senior management span and scope training of nurses units- lead over 100 training of nurses
PIECES trained and certified
Certificate from Baycrest "trigger room"
First Aid and CPR certified
Attended "Key tools to safeguard wellbeing" training
Certified with Trauma Informed Care-crisis prevention
Attended "Advances in Dementia, Research"
Received an award for unwavering commitment to Loft's mission during the COVID-19 pandemic
Educated in implementing Person-centred language and care
Certificate in Dementia and Sexuality
Certificate in the Ontario Human Rights Commission
Certificate in CARF Privacy training
Affiliations
Member in good standing with the College of Social workers and Social service workers of Ontario
Toastmasters
Certification
Licensed Social Service Worker-Gerontology, Ontario
Timeline
Client Director
Silver Sherpa
09.2019 - Current
Psychogeriatric Case Manager
Loft Community Services
01.2016 - Current
General Manager
YMCA of Greater Toronto
05.1988 - 01.2011
Advanced Diploma - Social Service Worker, Gerontology
Seneca College of Applied Arts And Technology
Advanced Diploma - Early Childhood Education - Special Needs
Humber Institute of Technology And Advanced Learning
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