Customer Service Professional and Community Support

PALAK SHARMA

Mississauga, ON 647-***-**** ************@*****.***

Community Development Officer FOCUS Job ID 67299

Professional Summary

Social Service Worker with over five years of frontline experience supporting residents experiencing homelessness and complex service needs. Brings practical experience in crisis intervention, needs assessment, community referrals, partner communication and confidential SMIS documentation. Combines a Social Service Worker diploma with hands-on service coordination and workplace safety representation to support community safety, access to services and resident wellbeing.

Core Skills

Crisis intervention and de-escalation • Needs and service barrier assessment • Community referrals and follow-up • Client advocacy • Partner communication • Conflict resolution • Confidential records and incident reporting • SMIS • Microsoft Word, Excel, Outlook and PowerPoint

Professional Experience

The Salvation Army — New Hope Norfinch Toronto, ON

Frontline Worker August 2021–Present

Conduct intake interviews, admissions and orientations; identify immediate needs and barriers to housing, health, income, employment and community supports.

Coordinate referrals and follow up on service connections, communicating with residents, colleagues and external agencies to support access and continuity of care.

Respond to urgent and sensitive situations using crisis intervention, de-escalation and conflict resolution; communicate concerns and relevant information to colleagues to support coordinated responses.

Maintain accurate, confidential SMIS records, case notes, incident reports and shift logs to document needs, interventions and follow-up.

Build professional relationships with residents and community partners through clear phone, email and in-person communication; help address service concerns and clarify next steps.

Support housing and employment goals through information, referrals and practical assistance, adapting communication to individual needs and barriers.

Complete rounds, client tracking and handover documentation while balancing competing priorities in a busy shelter environment.

Worker Representative, Joint Health and Safety Committee 2026–Present

Participate in safety reviews, identify concerns, document findings and communicate with staff and management to support workplace health and safety.

Community Experience

DEEN Support Services — Muneeba Centre Mississauga, ON

Volunteer, Life Skills and Community Program Assistant September 2019–April 2020

Supported community programming, participant engagement, life-skills activities and administrative program coordination for individuals receiving social services.

Education and Training

Social Service Worker Diploma Sheridan College, Brampton, ON April 2020

Nonviolent Crisis Intervention (CPI) • First Aid and CPR-C • Harm Reduction and Overdose Response • Naloxone • Conflict Resolution and De-escalation • JHSC Part I • AODA • WHMIS

Languages: English, Punjabi, Hindi and Urdu

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