Melissa OTTLEY
Georgetown,ON
Summary
I have extensive experience in human services field providing support and guidance to individuals in need with a strong understanding of effectively working with people from diverse backgrounds. I am extremely passionate about helping others access needed services. I am seeking to maintain a position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. I am a very detail-oriented team player with strong organizational skills with the ability to handle multiple projects simultaneously with a high degree of accuracy.
An organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
22
22
years of professional experience
Work History
Youth Services Officer
Ministry of Children of Community and Social Services; Roy McMurtry Youth Centre
Brampton, ON
01.2009 - 10.2022
- Build and maintain therapeutic/ professional relationships with the youth
- Determine needed and relevant interventions based on each client's cognitive abilities and current needs.
- Maintain safety and security of both youth and staff within the facility
- Plan, develop and supervise daily activities within a living unit
- Further develop case management skills through participation of a multidisciplinary team (i.e., Psychometrist /Psychologists, Registered Nurses/Mental Health Nurses, Social Workers, Probation Officers and more
- Detail program operations and participant activities with comprehensive recordkeeping.
- Help social workers build, coordinate and lead programs supporting individuals with behavioural and mental illness concerns.
- Prove successful working within tight deadlines and fast-paced atmosphere.
- Use critical thinking to break down problems, evaluate solutions and make decisions.
Youth Support Worker
The Wyndham House, Youth Shelter
04.2019 - 03.2020
- Provided tailored individual case managements; specific and targeted to the youth’s immediate and near future needs and goal setting
- Serviced youth (ages 16- 25) from all backgrounds/diversity to overcome challenging and difficult times
- Aided youth in linking individuals them with support within the community such as doctors, counselors, family network and housing
- Completed necessary reports and documentation to maintain thorough, accurate case records.
- Provided key emotional support to special needs youth.
- Assisted with rehabilitative programming such as The Youth in Transition (YIT) and the Safe Needle Exchange program
- Managed and led activities promoting growth in mental, emotional and educational areas.
- Assisted families in developing and maintaining support network by identifying and utilizing community resources and services.
Assistant Basketball Coach
Brampton Basketball Minor Association
09.2017 - 06.2018
- Coordinated with head coach and experienced players to develop curriculum and play book.
- Scheduled and attended meetings with school board and divisions accompanied by head coach.
- Acted as positive role model for team participants and in community.
- Promoted good sportsmanship with competing teams on- and off-field.
- Assisted and advised students on academic issues and goals.
- Assisted in developing student-athletes to fullest potential and performing under pressure.
- Counseled athletes on conflict resolution techniques and anger management to improve on-court and off-court behaviors.
Legal Assistant
Torys LLP
02.2008 - 04.2008
- Completed document revisions, court document filings, travel arrangements and client billing.
- Reviewed, edited and proofread legislation drafts for proper grammar, spelling, punctuation and formatting.
- Filed court documents and legal pleadings with court clerk on behalf of attorneys.
- Handled office scheduling and made notes for deadlines, motions and other important dates.
- Scheduled appointments, court appearances and depositions for busy law firm.
- Managed accounts and client records of clients, observing confidentiality and extreme discretion.
- Developed positive working relationship with courts, clients, law enforcement members and attorneys.
- Organized key evidence exhibits to prepare for trials.
Customer Service Representative
Ministry of Health and Long, Term Care
06.2005 - 10.2006
- Manually processed clients’ health care coverage applications; thoroughly analyzing all incoming documents and all other relating information in order to proceed with applications.
- Answered customer telephone calls promptly to avoid on-hold wait times, both in English and French.
- Extensive communication with Social Workers, Pharmacists and representatives of the Members of Provincial Parliament (MPPs) office in regards to clients’ extended health care eligibility.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Program Coordinator/ Mentor
Ontario Correctional Institute
05.2005 - 06.2006
- Coordinated a family-oriented program, “Story Time with Dad”, within the institution in order for fathers to indirectly communication with their children by reading storybooks via audiotapes.
- Provided motivational counseling to male adult inmates, addressing personal life experiences and other professional topics of interests
- Provided ongoing direction and leadership for program operations.
- Assisted with community resources for healthcare and mental health.
Security Officer
Garda of Canada, Lester B. Pearson Airport
10.2004 - 03.2005
- Enforced restricted areas of the terminal while ensuring the safety and security of travelers
- Verified travelers’ boarding passes prior to security entrance
- Screened travelers for any contraband prior to boarding the aircraft
Youth Worker
New Beginnings
01.2001 - 04.2003
- Supervised and delegated responsibilities to male young offenders with their daily chores
- Assisted young offenders with their educational activities and homework
- Participated in recreational activities to the YMCA and other outings
Education
Office Administration Certificate – Law Firm Profile -
Humber Institute of Technology And Advanced Learning
Master of Arts - Counselling Psychology
Yorkville University
Concord, ON06.2022
Bachelor of Arts - Criminology And Psychology (Honours)
University of Windsor
Windsor, ON04.2004
Skills
- Technical Knowledge
- Proficient keyboarding 60 GWPM
- Advanced knowledge of
- Excel, PowerPoint, Microsoft Word
- Communication/ Interpersonal
- Excellent written and oral communication in English and French; received Certificate of
- Bilingualism
- Outstanding Active-Listening skills
- Crisis Intervention Counselling
- Coach Officer/Mentor -Superior Leadership and Team Player
- Ability to adapt to change
- Effective report writing
- Values and Ethics
- Analytical/Problem-Solving
- Ability to interpret and apply legislation and policies
- Meticulous attention to details and Time Management skills
- Strong conflict resolution /Negotiation Skills
- Ability to make sound judgement decisions/ direct problem solving
- CPR trained and valid certification
- Cognitive Behavior Practices
- Daily Reports
- Behavioral Disorders
- De-Escalation Techniques
- Suicide Prevention
- Educational Programs
- Client Screening
- Career Development
- Prepare Reports
- Safety and Risk Assessments
Quote
It's fine to celebrate success but it is more important to heed the lessons of failure.
Bill Gates
Timeline
Youth Support Worker
The Wyndham House, Youth Shelter
04.2019 - 03.2020
Assistant Basketball Coach
Brampton Basketball Minor Association
09.2017 - 06.2018
Youth Services Officer
Ministry of Children of Community and Social Services; Roy McMurtry Youth Centre
01.2009 - 10.2022
Legal Assistant
Torys LLP
02.2008 - 04.2008
Customer Service Representative
Ministry of Health and Long, Term Care
06.2005 - 10.2006
Program Coordinator/ Mentor
Ontario Correctional Institute
05.2005 - 06.2006
Security Officer
Garda of Canada, Lester B. Pearson Airport
10.2004 - 03.2005
Youth Worker
New Beginnings
01.2001 - 04.2003
Office Administration Certificate – Law Firm Profile -
Humber Institute of Technology And Advanced Learning
Master of Arts - Counselling Psychology
Yorkville University
Bachelor of Arts - Criminology And Psychology (Honours)
University of Windsor
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