Amanda White Email and Phone Number

• Introduced transparency and ease of access to information; moved all client files and training materials to digital • Improved appointment booking procedures to accommodate program expansion• Introduced clarity and formal Service Planning to the intake process• Introduced online registrations processing • Worked with partners to provide education and training to staff, volunteers and clients• Conducted Intake Assessments and Service Plans, booked appointments and provided information alongside frontline staff when needed• Liaised with marketing department to create new promotional materials• Interviewed and trained staff and volunteers and provided coaching, support and feedback as needed• Participated in collaborative service delivery, attended interagency meetings to glean industry insights and share knowledge• Expanded Beyond Food program support into the Annex, worked with Volunteer Engagement Team to support front end operations • Created and distributed partners survey and client follow up surveys• Created (ALIS Alberta) industry standard program curriculum • Introduced new reporting procedures to capture more robust client and partner feedback• Worked alongside Director of Operations and Executive Director to institute reforms towards program expansion

 Managed a caseload of up to 50 participants of the Pathway of Hope Program Utilized person-centered therapeutic approaches, trauma informed care, Motivational Interviewing and active listening skills  Assisted clients to create customized SMART Goal Plans pertaining to employment, education, housing and addiction recovery  Utilized various screening and assessment tools to comply with the Pathway of Hope Case Management framework  Documented client assessments, goals and progress accurately and on time  Provided education, referrals, follow-up care and advocacy where necessary

• Advocate bio-psycho-social model of addictions, maintaining that addictions are a disease caused by a myriad of internal and external forces impacting the individual• Utilize Trauma Informed Care • Employ Motivational Interviewing techniques with clients who express ambivalence towards the change process• Inform clients about the Stages of Change (Trans Theoretical) Model and complications potentially arising from PAWS (Post Acute Withdrawal Syndrome)• Introduce and explore SMART Goal setting and provide consistent follow up support to clients • Explore a variety of Relapse Prevention strategies (including Cognitive Behavioral techniques, HALT, Mindfulness Meditation, DBT, and grounding techniques)• Document client progress in daily Progress Reports and update Communication Logs • Utilize conflict resolution and de-escalation strategies when faced with violent or unstable clients • Provide advice and referrals to other community programs and services where necessary • Familiar with and in support of a variety of treatment approaches including AA inspired programs, Rational Recovery, Women for Sobriety

• Nominated Best Front-Line Worker 2019 by staff, supervisors and management • Provided meals, clothing, toiletries and referrals to guests presenting at shelter doors or meal lines• Screened for intoxication to allow or deny entry or services• Created new efficiencies in systems of processing, storage and retrieval of guest belongings and medications• Medication administration processing and documentation• Employed superior conflict resolution and deescalation strategies when required• Record keeping including check ins and book outs and the authoring of Occurrence Reports when necessary on ETO database• Ordered shelter supplies and refreshed inventory on arrival• Issued work orders for maintenance staff when necessary• Offered compassionate care and some counselling where appropriate• Designed and facilitated Community Hour for Wellspring Recovery Program

• Daily provision of information regarding program eligibility requirements and expectations; provided referrals to other community programs and services where necessary • Assisted intake with drug screenings, room and bag checks• Medication Administration as required• Provided orientation/tours to new residents• Effectively employed conflict resolution strategies in cases where clients had complaints about program policies or schedules• Facilitated weekly Crafting activity for participants; co-facilitated Bible Study and Community Hour/Group Therapy sessions• Participated in weekly Case Managers Meeting and daily debriefings• Offered ongoing encouragement, support and unconditional positive regard to clients at all times

Co-lead with Regional Director in sessions with Alberta Health and Program Evaluation Team to identify issues effecting clientsAdvised verbally and in writing; provided the results of latest research, including emerging developments, trends and issues for reviewCrafted an AMFH Program Recommendations Report for Regional Director and Alberta HealthAssisted in development of communications plan and key messaging to inform clients and stakeholders about Government mandated adjustments to program eligibilityAuthored and coordinated the delivery of memorandum to 40,000 stakeholders to inform of new Gestational Diabetes Supplies Benefit and changes to existing benefitsIdentified issues arising from program restructuring and was instrumental in the reprogramming of the Database to reflect those adjustments Liaised with Program Outreach Coordinator and Regional Director to develop new marketing strategyCreated new marketing/promotional materials including notepad, Expo Banner and Event Poster Redesigned existing Program Brochure and applications to reflect Alberta Health mandated adjustmentsCreated new Gestational Diabetes Supplies Benefit application form and Gestational Program LogoTrained and provided direction and mentorship to AMFH staff and monitored work quality and accuracy of Data Entry Clerk and Program AssistantCreated the AMFH Program Handbook for new staff and volunteers Successfully advocated for promotion of other team members

Designed new filing and registrations processing systems for improved workflowEffectively employed conflict resolution strategies in cases where clients had complaints about services or benefits availableKey contact with stakeholders such as members of the Primary Care Network, printers, suppliers SAGE, Alberta Health and Database Administrator QuikcardRepresented AMFH Program at a variety of trade shows and conferencesPerformed at public speaking engagements to inform third party stakeholders and potential clients about programAssisted Program Outreach staff in the promotion of the Community Pharmacy Outreach ProgramAssisted CDA and AMFH staff with IT related issues such as setting printer defaults and programming print jobs, establishing internet connections, formatting documents etc.Maintained inventory of promotional materials and operational suppliesCoordinated the smooth departmental transition from downtown office to new location including electronics take down and set up, packing and labeling hard copy files, packing and labeling inventory and packing and labeling records in onsite storage Authored and coordinated the delivery of all program communications, including move notice to clients and stakeholders

Informed clients and third party stakeholders about the application process, benefits available and appeals process where appropriateProvided support, advice and referrals to other community programs and services where appropriate Accurately created updated and maintained client records in the database and filing system while meeting deadlinesCompleted financial assessments with prospective clients to determine eligibilityProcessed applications for approval or rejection while consistently meeting deadlinesResolved billing issues and followed up with applicants/pharmacies when necessary Contacted clients via telephone or in writing for additional information where requiredResponded to telephone inquiries and forwarded calls where appropriateProcessed and forwarded mail correspondenceMaintained printer, photocopier and postage machine