SJ FALCONE
Toronto,ON
Summary
Experienced client support professional recognized for strong advocacy, effective collaboration, and impactful outreach, fostering collaborative relationships, and leading successful outreach efforts to enhance support and service outcomes.
Overview
20
20
years of professional experience
Work History
Emergency Roadside Dispatcher
CANADIAN AUTO ASSOCIATION (CAA)
01.2023 - 01.2024
- Assigned, monitored and executed incoming tow, battery and light service requests
- Manually assigned all tow and light service requests to the nearest available driver/facility for service
- Ensured calls were redirected within the allotted time frame when needed
- Assigned and monitored the progress of calls dispatched
Security & Emergency Telecommunications Operator
HALTON HEALTHCARE
01.2023 - 12.2023
- Processed and dispatched Security staff to all emergency codes, urgent/non urgent service requests within Halton Healthcare hospital sites
- Co-ordinated appropriate stages and evacuation alarms of all hospital emergency codes
- Monitored and operated all CCTV systems Oakville, Milton & Georgetown hospitals
- Assisted Police and Corrections in investigations
- Effectively operated radios using call signs and 10 codes
Crisis Response Coordinator
CANADIAN MENTAL HEALTH ASSOCIATION
01.2009 - 12.2022
- Company Overview: Waterloo/Guelph/Wellington Branch
- Mobile Crisis Outreach response with Waterloo/Wellington Regional Police Officers (WRPS) to clients experiencing psychiatric/mental health and addiction crises
- Conducted risk assessments, Mental Status and Mini Mental Status exams to determine apprehension criteria
- Facilitated appropriate referrals for treatment
- Collaborated with community partners including internal programs, WRPS, regional hospitals and forensic services for appropriate referrals and follow up
- Waterloo/Guelph/Wellington Branch
Crisis Intervention Specialist
CANADIAN MENTAL HEALTH ASSOCIATION
01.2009 - 12.2022
- Company Overview: Halton Region Branch
- Mobile Crisis Outreach response with Halton Regional Police COAST Officers to clients experiencing acute psychiatric/mental health and addiction crises
- Conducted risk assessments, Mental Status and Mini Mental Status exams to determine apprehension criteria and/or follow up plans
- Provided short term, solution focused crisis counselling
- Coordinated and led case conferences to formulate effective follow-up and ongoing support
- Conducted informational/educational presentations to youth, their families and educational professionals
- Collaborated with community partners and stakeholders including internal programs, hospitals and forensic services
- Facilitated referrals to internal and external programs to stabilize and prevent further crisis
- Built and maintained an effective community crisis network to include educational, legal, medical, and community agencies
- Halton Region Branch
Crisis Support Worker – COAST Crisis Line
CANADIAN MENTAL HEALTH ASSOCIATION
01.2009 - 12.2022
- Company Overview: Halton Region Branch
- Provided crisis intervention to individuals, families/caregivers and affiliated professionals on the COAST Crisis line
- Managed acute psychiatric issues and mental health crisis through education and problem-solving techniques
- Halton Region Branch
Counsellor – CMHA Walk-in Counselling
CANADIAN MENTAL HEALTH ASSOCIATION
01.2009 - 12.2022
- Company Overview: Halton Region Branch
- Provided short term, solution focused crisis counselling
- Assisted clients in developing crisis and follow up plans
- Halton Region Branch
Shift Lead
CANADIAN MENTAL HEALTH ASSOCIATION
01.2009 - 12.2022
- Company Overview: Halton Region Branch
- Uploaded Community Treatment Orders and Crisis Safety plans into client database
- Trained new COAST staff
- Assisted COAST Manager with administrative tasks
- Halton Region Branch
Crisis Intervention Training Scenario Moderator
HALTON REGIONAL POLICE SERVICES
01.2018 - 12.2018
- Co-facilitated role-playing scenarios as part of the Crisis Intervention training for Halton and Hamilton police officers
Mobile Crisis Outreach Worker
ST ELIZABETH HEALTH CARE
01.2012 - 12.2015
- Company Overview: Peel COAST
- Conducted Mobile Crisis Outreach visits to individuals experiencing mental health and addiction crises
- Conducted risk assessments and Mental Status Exams to determine appropriate referrals and follow up plans
- Peel COAST
Crisis Worker – COAST Crisis Line
ST ELIZABETH HEALTH CARE
01.2012 - 12.2015
- Company Overview: Peel COAST
- Triaged and coordinated Mobile Crisis Outreach visits with Peel Regional Police COAST team
- Provided effective crisis intervention on the crisis line
- Managed acute psychiatric and addiction crises through education and problem-solving techniques
- Peel COAST
Education
3yr Diploma Program - Child & Youth Worker
Humber College of Applied Technology & Arts
Toronto, ONBachelor of Arts - Criminology/Sociology
University of Toronto
Toronto, ONSkills
- Crisis intervention
- Tact and diplomacy
- Partnership building
- MS Office
- Customer service
- Team coordination
- Community collaboration
- Complex Problem-solving
- De-escalation techniques
- Resource coordination
- Critical thinking
- Multitasking
- Incident prioritization
- Analytical skills
- Negotiation
- Adaptability and flexibility
- Cross-functional teamwork
Affiliations
- Crisis Worker’s Society of Ontario
- Ontario Association of Child & Youth Care
- International Academy of Emergency Medical Dispatchers
Certification
- Trauma & Recovery - Hincks Dellcrest Trauma & Resiliency Centre
- First Aid/CPR - Red Cross
- Crisis Resource Management - Columbia University
- Medical Terminology - Doane University
- Applied Suicide Intervention Skills Training (ASIST) – CMHA Halton
- Non-Violent Crisis Intervention (NVCI) – CMHA Halton
- Violence Threat Risk Assessment (VTRA) - Halton Regional Police Service
- Advanced Emergency Medical Dispatcher Certificate - International Academy of Emergency Medical Dispatch
Volunteer
- Victim Services of Peel - Crisis Responder
- Epilepsy Foundation of Los Angeles & Orange County - Guest Speaker
Accomplishments
- Most Supportive Employee Award
- Honor Roll Graduate
- Faculty Award
Timeline
Emergency Roadside Dispatcher
CANADIAN AUTO ASSOCIATION (CAA)
01.2023 - 01.2024
Security & Emergency Telecommunications Operator
HALTON HEALTHCARE
01.2023 - 12.2023
Crisis Intervention Training Scenario Moderator
HALTON REGIONAL POLICE SERVICES
01.2018 - 12.2018
Mobile Crisis Outreach Worker
ST ELIZABETH HEALTH CARE
01.2012 - 12.2015
Crisis Worker – COAST Crisis Line
ST ELIZABETH HEALTH CARE
01.2012 - 12.2015
Crisis Response Coordinator
CANADIAN MENTAL HEALTH ASSOCIATION
01.2009 - 12.2022
Crisis Intervention Specialist
CANADIAN MENTAL HEALTH ASSOCIATION
01.2009 - 12.2022
Crisis Support Worker – COAST Crisis Line
CANADIAN MENTAL HEALTH ASSOCIATION
01.2009 - 12.2022
Counsellor – CMHA Walk-in Counselling
CANADIAN MENTAL HEALTH ASSOCIATION
01.2009 - 12.2022
Shift Lead
CANADIAN MENTAL HEALTH ASSOCIATION
01.2009 - 12.2022
3yr Diploma Program - Child & Youth Worker
Humber College of Applied Technology & Arts
Bachelor of Arts - Criminology/Sociology
University of Toronto
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