Phyllis De Roche
Caledon
Summary
Community and Justice services professional with extensive background in client support and advocacy. Known for effectively managing client cases and ensuring access to essential resources. Team-oriented with strong focus on collaboration, adaptable to changing needs, and committed to achieving impactful outcomes.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Residential Caseworker (casual)
EFRY Hope and Help for Women
01.2024 - Current
- Provide direct service, assessment and case management services
- Assess and work with clients in order to implement a strategic plan of care all while providing ongoing support
- Supervises and participates in pre-planned residential activities and special events
- Distributes, documents, and administers medication to the clients as required
- Operates as part of a team and shares decision making, duties, and communicates effectively while on shift
- Monitoring health and safety, fostering its sanctuary, enforcing house rules, policies and procedures, responding to crisis situations, and other duties as required
- Conduct client intake assessment
- Assist clients with finding housing and employment
- Write incident/ occurrence report when required
- Demonstrated client-focused counseling skills and role modelling
- Adding client to HTI, VISPIDAT, By Name List, HET
- Admitting and discharging clients from various programs
- Perform other duties as assigned by manager
- Monitored case progress for timely completion and compliance with applicable regulations.
- Assessed needs of each client and recommended appropriate services and resources.
- Established trusting relationships with clients, fostering open communication and rapport building.
- Assessed and evaluated clients' needs, determined eligibility for services, and developed individualized plans.
- Maintained up-to-date records on all clients, enabling accurate monitoring of progress and appropriate case planning adjustments.
- Maintained high level of client confidentiality, following strict guidelines, and recommendations.
- Facilitated client access to community resources, promoting self-sufficiency and independence.
- Collaborated with multidisciplinary teams for improved client outcomes and coordinated care.
- Developed strong partnerships with local organizations, expanding available resources for clientele.
- Perform other duties as assigned by manager or other designates.
Practicum Student (Empowering Against Exploitation)
EFRY Hope and Help for Women
09.2024 - 04.2025
- Educate and empower youths aged 12- 24 on issues of sexual exploitation and sex trafficking in middle school and high schools across Peel/Halton region
- Facilitate weekly group sessions for female identify youths
- Deliver engaging interactive workshops and presentations to reduce risk
- Promote healthy sexuality and self-esteem
- Create a safe environment for youths to share their experiences and ask questions
- Work with other professionals, organizations and community members to address exploitation issues
Legal recovery specialist
TPH Legal Services
03.2021 - 10.2023
- Handle inbound and outbound calls
- Advise customers on past due account
- Negotiate payments/ settlements
- Fill out Service documents
- Submit files to commence legal action
- Skip trace accounts
Sales and Service Coordinator
Customers For Life Corp.
04.2018 - 10.2020
- Schedule maintenance appointment
- Remind customers of upcoming annual service
- Communicate directly with service advisors to ensure customer needs are met
- Deal with customer complaints and escalate to managers in various departments
- Advertise packages for dealership
- Navigate company software
Volunteer
Canadian Visa Immigration Consultancy
01.2019 - 01.2020
- Create Express entry profile using GCKEY
- Verifying the authenticity of paperwork and supporting documents.
- Assisting clients with the completion of paperwork.
- Fill out spousal sponsorship forms
- Case briefs
Pre Litigation collections officer
CTL Law
01.2017 - 01.2018
- Handle large volumes of inbound and outbound calls
- Advise customers on past due accounts
- Advice of legal actions
- Submit files for suing
- Work both independently and within a team-oriented environment
- Skip trace (GEO, 411, Google)
- Negotiate settlements and set up payment arrangements
Senior Collections Officer
MJR Capital Services
01.2014 - 01.2017
- Handle large volumes of inbound and outbound calls
- Process credit card payments over the phone
- Train and coach new staffs
- Send team performance updates to teammates and manager
- Skip tracing
Education
Post-secondary education - Community and Justice Services
Sheridan College
Brampton, ON04-2025
DCS / DEC - academic upgrading
sheridan college
Brampton, ON04.2021
Diploma - Paralegal
Trios College
03.2019
Diploma - undefined
Ciceron secondary school
06.2008
Skills
- Polished and professional
- Proficient technical skills in Microsoft Word, Excel, Powerpoint, Outlook
- Ability to prioritize projects
- Excellent written/ verbal communication skills
- Strong attention to detail
- Ability to exercise discretion
- Ability to thrive in a dynamic environment
- Ability to thrive in a high-pressure environment
- Case information confidentiality
- Client interaction
- Highly effective communication
- Client advocacy
- Assessment skills
- Professional boundaries
- Ethical practice
- Issue identification and resolution
- Motivational interviewing
- Behavioral observation
- Conflict mediation
- Regulatory compliance
- Service assistance and support
- Conflict resolution
- Problem-solving
- Multitasking
- Relationship building
- Trauma informed care framework
- Group facilitation
- Teamwork and collaboration
- Time management
- Attention to detail
- Team building
- Self motivation
Languages
English
Full Professional
Certification
- Class G Licence
- CPR Certification, 2024-01-01, 2030-01-31
<Enter your own>
Driving License: Class G Licence
Timeline
Practicum Student (Empowering Against Exploitation)
EFRY Hope and Help for Women
09.2024 - 04.2025
Residential Caseworker (casual)
EFRY Hope and Help for Women
01.2024 - Current
Legal recovery specialist
TPH Legal Services
03.2021 - 10.2023
Volunteer
Canadian Visa Immigration Consultancy
01.2019 - 01.2020
Sales and Service Coordinator
Customers For Life Corp.
04.2018 - 10.2020
Pre Litigation collections officer
CTL Law
01.2017 - 01.2018
Senior Collections Officer
MJR Capital Services
01.2014 - 01.2017
DCS / DEC - academic upgrading
sheridan college
Diploma - Paralegal
Trios College
Diploma - undefined
Ciceron secondary school
Post-secondary education - Community and Justice Services
Sheridan College
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