SHEENA'S PLACE
Downtown Toronto centre supporting those affected by eating disorders through a wide range of support groups and services. Operations & Finance Manager RONALD MCDONALD HOUSE TORONTO | 1996-2012 Home away from home to families with children undergoing treatment for serious illness at area hospitals. The largest of more than 300 houses worldwide (100,000 sq.ft.). Director of Operations | 2011-2012
Reported to Executive Director, managed all aspects of building operations and directed volunteer program. Led team of 15 with budget of $1.1 million.
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CAMPUS CAFE | 1995-1996
Online magazine targeted at post-secondary students. Editor-In-Chief Principal writer with overall responsibility for content, language and aesthetics. Senior Writer Authored content big and small. Assisted Editor-In-Chief with content planning and copy-editing. FAIRWEATHER Editorial Specialist |1994-1995 Planned and wrote content for weekly employee newsletter distributed nationwide. Edited annual report and various training and procedural manuals for marketing and human resources departments. SUNDRY FREELANCE |
Transition Manager | 2010-2011
Reported to Board sub-committee. Guided the organization through the process of expansion and relocation, completing $32 million capital expansion project on time and under budget.
House Manager | 1996-2010
Reported to Executive Director, managed all aspects of building operations and services delivered to 28 families in a 24,000 sf facility. Chief liaison with hospital and community service stakeholders. Led team of 8 with budget of $600,000. Managed Volunteer Program.
Reported to Board sub-committee. Guided the organization through the process of expansion and relocation, completing $32 million capital expansion project on time and under budget.
- Authored new facility Vision Document preliminary to architectural design phase.
- Effectively stewarded five-point Transition Plan (Operations, Programs, Resources, Organizational Processes and Shut-Down & Start-Up).
- Oriented and supported temporary House Manager through transition phase.
- Undertook comprehensive review of operations and family services policies and procedures to ensure viability and optimal efficiency at expanded operation.
- Developed job descriptions, recruited additional staff and scheduled orientation and training in support of expanded operation (8--> 15 direct reports).
- Developed new volunteer job descriptions and supported newly-hired Volunteer Coordinator in developing and meeting recruitment targets in support of expanded operation (60--> 200 volunteers).
- Worked with ad hoc, inter-organizational committee to develop operating budget for expanded facility.
- Attended weekly construction site meetings to track progress and approve any required project changes.
- Decommissioned former property and relocated 28 families to new facility in a single day, ensuring no families were displaced for even a brief period of time.
- Worked closely with freelance writer to develop operating criteria (a.k.a. vision document) that paints an experiential client service picture for operations, family services and fundraising staff.
House Manager | 1996-2010
Reported to Executive Director, managed all aspects of building operations and services delivered to 28 families in a 24,000 sf facility. Chief liaison with hospital and community service stakeholders. Led team of 8 with budget of $600,000. Managed Volunteer Program.
- Authored Strategic and Operational Plans for Operations & Family Services; minimizing building operating costs, maximizing client service opportunities.
- Provided support and advocacy for resident families, as required.
- Acted as dispute resolution and crisis management champion (clients, staff, volunteers), and educated staff in fundamental Getting to Yes principles.
- Community Partnerships: Worked with various hospital departments, donors and corporate supporters, social service agencies to create innovative programs in support of clients (additional off-site lodging, expressive arts program, inoculation clinics, third-party funding etc.)
- In partnership with SickKids social work team, developed unique Volunteer Training Program (won RMH-Global 'Best Bets' award).
- After-hours contact for all physical plant and client-centred emergencies.
- Working with Family Program/Healthcare Trending committee, created vehicles for measuring client satisfaction (surveys, monthly dinner meetings, suggestions box, periodic focus groups and telephone interview campaigns), to make responsive changes to policies and program activities.
- Initiated psychotherapeutic support for frontline program staff.
- Mentoring/Training: As chief guardian of a strong customer service culture, developed teams and individuals to excel in their roles in supporting clients (volunteers, Family Service staff).
- Communication: Produced all client and volunteer communication (letters, brochures, posters), quarterly volunteer newsletter and supported production of annual report. Hosted regular communication meetings for volunteers and conducted regular presentations at Sickkids social work rounds and for other external stakeholders. | Communications Chair for RMHC bi-annual conference (Toronto).
- IT: Undertook day-to-day LAN management to minimize service provider costs.
FAIRWEATHER (A Division of Dylex)
End-User Support Analyst |1991-1994
Assisted IT Manager and trouble shot for 200 head office employees.
End-User Support Analyst |1991-1994
Assisted IT Manager and trouble shot for 200 head office employees.