Dionne Wolfe
Toronto
Summary
Results-oriented professional with extensive experience in crisis intervention, discharge planning, and integrated service delivery. Proactive and consistently praised by peers for contributing to team goals. Motivated social service professional with a strong background in providing compassionate and culturally sensitive support services to vulnerable populations, including those facing poverty, homelessness, mental illness, and addiction. Skilled in developing and implementing specialized programming to address the unique needs of clients in diverse settings. Demonstrated success in managing multiple projects simultaneously with high accuracy and attention to detail. Excellent communication and interpersonal skills.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Housing Caseworker
Fred Victor Centre, Edward Village Hotel
01.2023 - Current
- Develop and maintain detail records of client caseloads, ensuring accuracy and confidentiality
- Assess needs of each client and recommend appropriate services and resources.
- Working closely with Ontario Works and ODSP caseworkers
- Manage multiple caseloads while providing quality services in a timely manner
- Adhered to all ethical guidelines when interacting with clients and their families
- Provide case management services to clients in need of assistance, including intake assessments and referrals
- Demonstrate strong problem-solving abilities to address difficult issues related to client cases
- Perform casework functions to meet structured time frames
- Assist with life skills and activities of daily living
- Engage in active listening techniques during one-on-one counseling sessions with clients
- Provided guidance on financial literacy topics such as budgeting, debt management, credit repair
- Determine and verify eligibility for program services
- Conducted virtual appointments for clients unable to meet in person
- Manage multiple caseloads of clients facing homelessness, poverty, addiction while living in a shelter
- Remain calm and poised in emergency and crisis situations
- Establish trusting relationships with clients, fostering open communication and rapport building.
- Assess and evaluate clients' needs, determined eligibility for services, and develop individualized case plans.
- Maintained up-to-date records on all clients, enabling accurate monitoring of progress and appropriate case planning adjustments.
- Maintain high level of client confidentiality, following strict guidelines, and recommendations.
- Facilitate client access to community resources, promoting self-sufficiency and independence.
- Enhance client well-being by developing comprehensive case plans addressing individual needs.
- Assist clients in preparing applications for Ontario Works, Ontario Disability Support Program, housing applications and other programs.
- Monitor client progress towards goals, providing adjustments to case plans as necessary for optimal outcomes.
- Develop strong rapport with clients by demonstrating empathy and understanding during challenging circumstances.
- Manage a diverse caseload effectively, prioritizing tasks based on urgency and level of complexity while maintaining attention to detail throughout all stages of the process.
Relief Community Support Worker
YWCA
12.2023 - 12.2024
- Demonstrated excellent organizational skills by accurately documenting client progress and interactions
- Explored creative problem-solving strategies with clients in order to improve outcomes
- Monitored medication compliance and reported any changes in behavior or symptoms
- Performed assessments of clients’ needs and developed treatment plans accordingly
- Educated families on available resources to support their loved ones
- Participated in interdisciplinary team meetings to coordinate services for clients
- Visited individuals in homes or attended group meetings to provide information on agency services, requirements or procedures
- Developed outcomes-based work plans for community
Property Management Administrative Assistant
Good Shepherd Non - Profit Homes
04.2022 - 03.2024
- Assisted in developing marketing strategies to attract new tenants
- Generated invoices on a timely basis according to client’s payment terms
- Updated internal databases with current contact information for tenants and landlords
- Maintained detailed records of all communication between tenants and landlords
- Monitored contracts between landlords and tenants ensuring that all parties are adhering to agreed upon terms and conditions
- Processed rental applications and prepared tenant move-in paperwork
- Provided administrative support to property managers, including creating and maintaining filing systems, scheduling appointments and meetings, and preparing documents for review
- Prepared monthly financial statements summarizing all income and expenses associated with managed properties
- Developed efficient processes for tracking tenant applications
- Answered phone calls, emails and other requests, notifying broker of important details
- Negotiated contracts and leases between landlords and tenants
- Operated office equipment, such as fax machines, copiers, and phone systems and arranged for repairs when equipment malfunctions
Housing Administrator
Richmond Community Management Services Inc.
06.2019 - 02.2021
- Support the establishment if community norms and practices in addressing conflicts in the tenant community
- Assist tenants to assume and maintain their tenancy obligations
- Participates in creating a collaborative and dynamic team environment
- Ensure accurate, timely documentation of programming and tenant support initiative
- Demonstrates a commitment to continuous learning to ensure the delivery of high-quality services
- Perform initial screenings and assess client eligibility for admittance to shelter and supportive housing programs
- Admit clients and assist them to integrate into the emergency shelter environment by providing a tour of the program, explaining the rules and policies, fire safety procedures, and housing first policy
- Ensure the safety and well-being of clients and staff by doing regular facility and bed/room checks
- Assess and assist with addressing client’s personal hygiene, medical, financial, and emotional needs and refer them to appropriate community health, housing, and social support services if necessary
- Aid when medical emergencies and other critical incidents occur and document it into the agency system
- A high level of professional customer service skills in establishing and maintaining working relationships with clients, service providers, the public and/or staff when addressing service inquiries, requests and/or complaints
- Document shift occurrence information in line with internal policies, including the completion of logs, incident reports, case management notes and recording admittance and discharge information in Fred Victor system
- Participate in meetings, case conferences as well as the development of client case plans and program development and delivery (e.g., recreation, educational, social/life skills)
- Ensure a high level of customer service and professionalism
- Providing transitional housing to DTC clients
- Finding affordable housing for clients with trauma, social isolation, mental health, and substance use
- Prepare all legal notices as required L1
- Carry out all duties and responsibilities in accordance with the Mission and Values of Good Shepherd
- Assist with unit inspections
- Housing clientele in our Outreach and Addiction Support programs
- Working closely with Community Mental Health and Addiction Workers
- Co-ordinate move-in/move-out
- Dealing with Housing related issues
- Experience working with individuals who come from a racially and ethnically diverse background, who experience health issues (both physical and mental); addictions; abuse; and social isolation
- Staff Liaison
- Lease signing
- Build and maintain respectful working relationships with landlords and partners
- Other duties may be assigned by the manager
- Ensure all work orders are completed and filed away
- Follow-up with client’s phone and in person complaints and concerns
- Ensure staff timesheets are completed
- Issuing no trespass notice
Property Administrator
Harry Sherman Co-op (Contract)
02.2019 - 05.2019
- Managed rent collection process by issuing invoices, tracking payments, and following up on late payments
- Organized filing system for all tenant documents such as applications, contracts, agreements
- Researched and resolved discrepancies in account records for tenants and landlords
- Coordinated move-in and move-out activities such as conducting walkthroughs with tenants
- Resolved conflicts between landlords and tenants through effective communication and negotiation techniques
- Negotiated and executed new leases, renewals, and terminations
- Oversaw and maintained accurate records of all tenant occupancy
- Met benchmarks for occupancy, rent collections and timely compliance paperwork
- Kept updated records of property vacancies and lease renewals to proactively fill open units
Education
Post Secondary Certificate - Customer Service
Academy of Learning
Skills
- Disability awareness
- Community outreach
- Team collaboration
- Substance abuse awareness
- Stress management
- Mental health knowledge
- Ability to compile information, perform calculations and prepare and interpret statistics
- Experience working in a Social Service setting managing a high-volume caseload of clients facing challenges such as poverty, unemployment, homelessness, addiction, literacy, mental health concerns, and settlement issues
Certification
- Trauma Informed Care
- CPI
- EYET Housing Certification
References
References available upon request
Timeline
Relief Community Support Worker
YWCA
12.2023 - 12.2024
Housing Caseworker
Fred Victor Centre, Edward Village Hotel
01.2023 - Current
Property Management Administrative Assistant
Good Shepherd Non - Profit Homes
04.2022 - 03.2024
Housing Administrator
Richmond Community Management Services Inc.
06.2019 - 02.2021
Property Administrator
Harry Sherman Co-op (Contract)
02.2019 - 05.2019
Post Secondary Certificate - Customer Service
Academy of Learning
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