Noricka Springer-Clarke Email & Phone Number

• Effective conflict resolution, negotiation and mediation skills with regards to potentially volatile and sensitive matters.• Collaborated with initiative sponsors, project team and subject matter experts to plan programs to effectively support the targeted community • Collect, documents, and evaluates information to determine client eligibility for assistance according to the Ontario Work Act, Ontario Disability Support Program, and other legislation• Utilizes a variety of counselling skills to effectively establish rapport/ build trust by conducting interviews with the clients in office, telephone and in the community and assess and refers clients to appropriate services based on identified needs• Resolves conflict situations including client complaints and disputes. Listens, mediates, negotiates, and provides support and guidance to reach mutually agreed upon service plan• Maintains current knowledge of legislation, services, resources, policies, programs, procedures, and issues affecting clients• Investigate cases of fraud or neglect and take authorized protective action when necessary• Collaborating with peers to discuss challenging cases and to share our best practices and share service plan capacity • Maintain contact with other social services agencies and health care providers involved with clients to provided information and obtain feedback on clients’ overall progress

• Assesses and determined initial eligibility for incomes support• Mentored, onboarding and trained new hires on customer service protocol; legislation, policy, and business process such as OW, Child Care, Rent Geared to Income, and fairpass• Liaises and collaborates with community partners and agencies to ensure clients have access core barriers support and resources such as mental health, physical care etc...• Creates and maintains digital client files, and documents all interactions with clients and operates computers utilizing a variety of internal applications such as SAMS etc.• Receives and responds to client complaints related to various income support programs such as Child Care Fee Subsidy, Ontario Works, and Rent Geared to Income.

• Assessed team dynamics and delegated responsibilities to achieve optimal performance and service delivery• Updates, revises, and prioritizes service plans in conjunction with clients in accordance to program polices • Collects, documents and evaluates clients information to determine eligibility for programs • Support clients with various task to obtain financial supports and life stabilization (e.g., opening bank account, filing taxes, applying for jobs, applying for OW, applying for ODSP etc.) and where suggest appropriate resources for problem- solving• Case management a group of clients ensuring they attend there training and group meetings • Engage in active listening and problem solving around client’s difficulties and/or recommends • Utilize techniques of crisis intervention and de-escalation when resolving client disputes and recommend appropriate follow-up• Implemented individualized treatment plans and interventions for youth and adults in collaboration with Community Consulting Resource Coordinator, Case Facilitators, consultants, other staff members, and parents/guardians.

• Oversaw daily office operations for staff of 7 and more employees by conduct performance evaluations and make recommendations regarding professional development • Prepare regular reports as required by organizational mandate and/or operational needs to provide useful, timely, accurate information in the area of risk and compliance to local and Provincial Directives to the General Manager and Senior Management mitigate potential issues, highlight potential opportunities and make informed decisions• Responsible for opening and closing the facility • Collected and revived incident reports from and inputted into the systems and sent off to the senior manager to review • Distribute, reproduce, collect, sort, and track documents/packages; mail, fax, receipts, and provide TTC tickets and tokens while also updating reports daily• Ensure facility has all required Health and Safety information and supplies while updating the Health and Safety Board and doing regular facility patrols • Effectively explain policies and procedures with participants to ensure transparency with program registration, withdrawals and the Welcome Policy• Ensuring all health and safety protocols are followed• Completed purchase orders and maintain accurate records• Collects, documents, and evaluates information to determine client’s initial/ongoing eligibility for assistance according to Welcome Policy and other applicable legislation• Assists with the monitoring and evaluating of programs and services• Assists recreation and facility staff with the delivery of recreational programming, the accommodation of the permit groups and the provision of client customer service

• Provide one-to-one support for children, youth and seniors with special needs by encouraging, motivating, advocating, promoting a sense of belonging and inclusivenessEnforcing behavior management by using ABA principles such as token, redirection • Responsible for compiling Health and Safety procedures as well as recording, reviewing and updating participant AIMS files/reports• Assist with administering medications when required• Ensure appropriate action is taken while adhering to divisional and city policies when dealing with emergency incidents• Assist clients' personal needs, e.g. hygiene, difficulties, etc., and where necessary suggests appropriate resources for problem-solving• Providing emotional support, e.g. relieve stress, communicate effectively, empathize with others and overcome challenges• Client assessment and analysis of behaviour/ development. Watch for signs of aggressive behavior. Document all aggressive behavior and identify behavior patterns• Referred families/individuals to educational programs and other supportive agencies that meet their psychosocial needs

• Lead, coach and mentor staff; create and maintain a working environment that provides opportunity for continuous professional and personal development of staff at all levels. Plan, assign and review work; establish performance standards; oversee personnel actions including hiring and progressive discipline. Ensure that employees receive consistent ongoing feedback including verbal and written accolades, corrective action notices, and formal performance evaluations. Create annual development and training plans for staff• Oversaw day-to-day operations of ensuring optimal customer service for city residents • Plan and conduct staff meetings including coaching and counsel employees towards improved performance • Effective management of employee performance including quarterly appraisals and support at all time• City of Toronto ambassador to promote job opportunities • Motivate and inspire others to action utilizing effective leadership skills including problem solving, team development• Contacting organizations to plan field trips and maintaining appropriate budget • Adhere to principles of in the planning and delivery of programs• Assists with the co-ordination and facilitation of program staff training and orientation• Ensure the equipment and supplies meet Health and Safety standards, and are operational and stored away after use• Responsible for planning, organizing and leading activities for children varying from preschooler to adolescent• Ensuring all staff members are following the safety protocols • Plans, organizes, and leads activities for preschoolers and/or children in after school recreation care and camp programs• Worked with third parties to provide referrals and connection to families for different programs

• Responsible for responding to inquiries, concerns, or complaints within a timely manner • Complete administration tasks; intakes, shift logs, incident reports, and recording information regarding admittance and discharge and input data into the client information system (SMIS)• Distribute, reproduce, collect, sort, and track documents/packages; fax, receipts, and provide TTC tickets and tokens while also updating reports • Assist with ensuring facility has all required Health and Safety information and supplies, and update the Health and Safety Board• Effective explain policies and procedures with clients to build confidents with clients ensure clients have a clear understanding of their rights and responsibility • Ensure the well-being of the clients; complete regular facility and bed/room checks• Knowledge of issues concerning homelessness, harm reduction, mental health, behaviour• Admit and assisting clients with intake process by providing a tour of the facility and programs that we offer, explaining the rules and policies• Perform initial screenings and assess client’s eligibility for admittance to emergency shelter programs • Effective time management skills and workflow prioritization• Provided case management services, Including outreach, resource referral and other community-based services to adults and their families regarding community-based services• Manage ongoing engagement, assessment and referral service to consumers in the community• Assisted individuals with employment, housing, and financial assistance • Establish immediate contact with families/ individuals to provide information about the program • Worked within an anti-oppressive framework to provide front line services to homeless and under housed adults with mental health and substance abuse issues and dual diagnosis

• Research and development information session to bring awareness of affordable housing in Toronto and ways to access them • Made recommendations for technology solutions, service delivery methods and created a local tracking mechanism to determine outcomes and recommendations related to onboarding programs for various agencies.• Resolves conflicts situations including client complaints and dispute. Listen, mediates negotiates and provides support and guidance to reach mutually agreed service plan• Manage ongoing engagement, counseling, assessment, and referral services to consumers in the community• Responds to inquiries for housing, childcare services, medical and emergency assistance benefits, and services with clients who have been incarcerated, refugee claimants, youth and other groups experiencing mental health and addictions, job loss and homelessness• Provided supervision and residential support to clients on various shifts at various locations throughout the GTA and surrounding area.• Provided crisis intervention and implemented client safety plans as well as provide support to other staff as required.• Maintained and followed protocols, plans and instruction as outlined in policies and procedures of the agency.• Actively respond to members of the public, requesting crisis response and emergency situations involving client, presents and implements solutions (e.g., contacts ither agencies such as Children’s Aid, Police, Hostels, food banks, etc.)• Created goals with each client within specific mental illness/disability limitations from an empowerment perspective• Identifies and evaluates client’s needs to develop service plans using Ontario Works employment support programs. • Provided trauma-informed comprehensive case management to homeless women and families experiencing domestic violence, mental health and substance abuse issues

Gym