Responsible for the oversight and development of three specialized programs focusing on individuals with high-risk lifestyles, living with addictions and concurrent disorders, that are chronically or episodically homeless. Our programs operate under a harm reduction philosophy, and offer various services, including: medical, clinical and mental health support through our partners Ottawa Inner City Health, community agency partnerships and case management services. Led a dynamic team of assistant managers and Front-Line staff that work first-hand engaging with clients and offering supports. Responsible for creating, enhancing and innovating the programs policies, procedures, and client services. Focusing on engaging and empowering staff to reach our organizational goals and collaborating with community partners to address gaps in service. Specifically, helped to further develop our Managed Alcohol Program which has gained international media attention. As the manager, the program expanded from 12-24 beds. I participated in various tours and media appearances to teach others about the program. Additionally, I was involved in the implementation of Ottawa's first Safe Injection Service.

As an Assistant Manager, I was responsible for the daily operations of our six programs in Transitional Shelter Services. Working under a client-based approach, I supported and coached the front-line employees to work effectively in a team environment, through open communication and critical thinking. I offered support in managing conflict between staff or clients, and crisis situations. In addition to program and staff support, I reconciled payroll for process, completed scheduling tasks, collected data for statistics, and completed performance appraisals, among other duties.

As a front-line employee I worked directly with clients in several of our programs, providing a safe atmosphere in a compassionate, non-judgemental manner. I advocated for clients by making referrals to case management, medical, mental health, housing or community supports. I worked individually or collaboratively with team members and multiple social service agencies. I mitigated crisis and conflict situations and developed skills in non-violent crisis intervention, mental health first aid, motivational interviewing and ASIST.