By Susana Escamilla
Published June 2026
I had the privilege to work for The Working Centre, a truly amazing organization, which feels like a living, breathing organism, with all its parts deeply interconnected. One of those parts is the Job Search Resource Centre, where I spent 17.6 incredible years learning from and giving back to the wonderful community we serve.
I first joined TWC as an Employment Counsellor on February 4, 2008, and from day one, I felt lucky to be part of a team that was not only knowledgeable but also kind, vibrant, and genuinely caring.
Rita G., Mathew, Sonya, and I started around the same time. It was a fun time in those early days of learning, growing, and figuring things out together.
At that time, we worked with people who were on EI, new Canadians, and people who came into our Job Search Resource Centre.
We also supported the women in the Experience Matters program with resume writing, job search, and interview preparation when they enrolled in TWC’s computer classes through Ontario Works.
Every Wednesday morning we used to have our weekly meeting, a full house with our team of 20 employment counsellors, front desk workers along with Jason and Michael who supported our day-to-day work, and Christa, our teacher who always brought thoughtful insight to the group.
Those Wednesday mornings weren’t just about updates—they were a time to connect, share a few laughs, and remind ourselves why the work we did mattered.
When the New Canadian Program lost its funding and closed its doors, TWC stepped in to support Internationally Educated Professionals by providing career counselling, job search preparation, and job placement services. Significant renovations were undertaken to convert the basement at 58 into the hub of the NCE program, and new counsellors were hired to work exclusively with Internationally Trained Individuals (ITIs). It was a meaningful and enriching time in my life. I was supporting participants from all over the world in their journey to find employment in Canada. This experience opened my eyes to the world and deepened my sensitivity to the needs of others, reminding me that, at our core, we are all human beings.
The Second Career program began in 2008 to help laid-off Ontarians retrain for in-demand jobs. Thanks to its success and continued demand, it’s still active and was renamed Better Jobs Ontario in 2022 after some changes.
Around 2009 there were significant changes when the Ministry stopped supporting certain organizations and stopped mandating a central referral process. This suited TWC. Our main resource centre on Queen Street has always been the place where people come in large numbers, as we have a strong process of helping people start and develop their job search.
About this time, TWC ran a bridging program for internationally trained professionals interested in pursuing a career in social work. We were fortunate that Sophie and Bim, both graduates of the program, joined TWC as employment counsellors.
In 2010, The Working Centre was selected to deliver the Targeted Initiative for Older Workers (TIOW), a federal and provincial funded program to support individuals over the age of 55 affected by layoffs in Kitchener-Waterloo. This program expected to improve participants’ employability through tailored services and financial assistance for training, travel, and living expenses, helping them re-enter the workforce.
The Working Centre prepared to welcome hundreds of older workers by opening a new resource centre at 90 Queen Street (2010-2013). The space included a computer lab for participants, rooms for workshops and meetings, and spaces for counsellors.
The eligible participants in Kitchener-Waterloo responded enthusiastically, demonstrating strong interest and a commitment to actively engage in TIOW activities for a minimum of 25 hours per week. These activities included Basic Skills Upgrading and Specific Skills Training, in addition to ongoing support through one-on-one counselling appointments, and our weekly job search support groups, where participants shared their experiences, challenges, and job search strategies in a supportive environment.
My personal experience leading the Job Search Resource Centre was incredibly rewarding. I had the privilege of witnessing firsthand how participants supported and relied on each other, which created a deeply supportive and inclusive environment. This group not only helped participants grow, but also led to some meaningful friendships. A story that I love to share is when one of the women offered her support and encouragement to a First Nations woman, helping her take the first steps toward starting her own business. Seeing that kind of mentorship and empowerment was truly inspiring and reinforced the power of community and collaboration.
In 2013 TWC managed to get an extension of the TIOW program, which came with reduced funding and the closure of the 90 Queen Resource Centre, my responsibilities shifted a bit. While I continued with my work with TIOW participants, I also resumed supporting Employment Services. It was a beautiful transition to support younger participants again, who brought a new energy, hope, and enthusiasm to my work.
As the TIOW program was ending, a new opportunity opened up; this time focused on helping youth find employment. In 2015, TWC began supporting youth through the Youth Job Connection (YJC) program, which offered year-round support for unemployed youth aged 15 to 29 who face barriers to employment, as well as a summer program for high school students aged 15 to 18 who needed help transitioning from school to work. I had the joy of supporting a few participants during their time in this program.
Between November 2015 and December 2016, more than 44,000 Syrian refugees were resettled in Canada. At TWC, we learned and adapted to better support the needs of the refugees arriving in the Waterloo Region, helping them adjust to a new life with a different culture and language. TWC also hired Arabic-speaking staff to provide better assistance.
In 2016, I became the host of the Speak English Café, a welcoming space for anyone wanting to practice and improve their English conversation skills. It was held every Thursday evening at the back of Queen Street Commons. The weekly meetings brought people together to contribute to lively discussions, share experiences, and learn from one another. The atmosphere was filled with laughter and conversations, fostering a sense of community and connection among participants and volunteers.
On March 18th, 2020, because of the pandemic, employment counsellors worked from home and connected remotely with participants through Zoom and phone until January 2022 when all employment counsellors came back to work. It had been a chaotic and difficult time for all job searchers.
In January 2021, the Resource Centre reopened its doors to the public along with adding plexi-glass barriers at each desk. I transitioned from Employment Counselling to answering the phone. There were over 800 voicemails waiting for a response, and I did my best to be kind and patient to return each call. During the year I answered the phone, I learned more about all the ways TWC is involved with the wider community.
In September 2022, the Ministry of Labour, Immigration, Training and Skills Development selected Serco to manage all employment services in partnership with local organizations from Waterloo Wellington to Barrie. Another change in the ever changing field of supporting job searchers.
I am grateful that in the last three years before my retirement, I had the opportunity to work more closely with the employment counsellors. It was a rewarding time, as I was able to listen to their concerns and guide them with my experience. Despite the high administration of the new Serco system, I found fulfillment in building a kind and empathetic connection with the counsellors, the people at the front desk, and the amazing volunteers.
It has been a privilege to be part of such an inspiring community, and I am incredibly grateful for the experiences and connections I have made. While my time with TWC has ended, the spirit of love, inclusion, and community will remain with me forever.
My work as staff ended on August 25, 2025, but TWC is and will always be in my heart.
The Working Centre’s Resource Centre at 58 Queen Street South in Kitchener is a hub for work, financial problem-solving and livelihood related issues. At the Resource Centre you will find a lively drop-in space, where you can receive support in multiple languages to navigate community resources and problem solve issues that arise.
58 Queen Street South in Kitchener | 519.743.1151
Job Search Email: [email protected]
