Guinevere Ouellette

My dates may vary with the job position as I worked as the Lead Worker with the Disability Services office and then went to Senior Services and worked there.

As the Lead Case Manager

• Implemented quality control measures to ensure consistency in case management practices throughout the team.
• Advocated for clients'' needs at all levels of the organization, promoting positive change in service delivery models.
• Provided mentorship to junior case managers, fostering professional growth within the team.
• Developed and implemented training programs for new case managers, improving overall team performance.
• Enhanced client satisfaction by efficiently managing caseloads and providing personalized support.
• Maintained strong relationships with clients, resulting in a high rate of successful case outcomes.
• Coordinated services for clients across multiple agencies, ensuring seamless provision of necessary supports.
• Reduced case resolution time by streamlining processes and improving communication between departments.
• Reviewed cases regularly to identify trends or common issues that could inform improvements in service delivery approaches.
• Conducted thorough assessments to determine the most appropriate resources and services for each client.
• Streamlined workflow processes for increased efficiency in daily tasks, leading to more timely case resolutions.
• Assisted clients with navigating complex systems such as housing services or healthcare providers, reducing potential barriers to success.
• Managed crisis situations effectively, providing immediate assistance and coordinating follow-up support as needed.
• Improved case documentation accuracy by implementing efficient record-keeping systems and procedures.
• Ensured compliance with relevant regulations and ethical standards, maintaining a strong reputation for the organization in the field.
• Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide useful benefits to clients.
• Developed and implemented comprehensive case management plans to address client needs and goals.
• Monitored clients' progress and tracked client services to provide crisis interventions.
• Partnered with physicians, social workers, activity therapists, nutritionists, and case managers to develop and implement individualized care plans and documented patient interactions and interventions in electronic charting systems.
• Provided leadership, guidance and support to staff members.
• Participated in community events to promote services and engage with public.
• Monitored program performance and outcomes for successful delivery of services.
• Collaborated with community members to develop and implement service initiatives.
• Developed and implemented training programs for staff.
• Implemented strategies to increase public awareness of social and community service programs.

• Conducted comprehensive income calculations for clients seeking public assistance, ensuring appropriate benefit levels were assigned based on financial need.
• Interviewed applicants and explained scope of different available benefits.
• Assisted clients in understanding complex program requirements through clear explanations and provision of informational resources.
• Supported colleagues during periods of high workload volume by prioritizing tasks effectively and assisting with overflow case management duties when needed.
• Maintained confidentiality at all times while handling sensitive client data related to personal finances, health concerns, and family situations.
• Demonstrated attention to detail when reviewing applications for accuracy, completeness, and adherence to guidelines.
• Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
• Scheduled appointments with applicants to gather information and explain benefits processes.
• Monitored caseloads closely to ensure timely action was taken on all pending applications according to agency guidelines.