Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Rachel Charles

Social Service Worker
Toronto,ON

Summary

Experienced professional in social services dedicated to making a positive impact by supporting individuals in need. Proficient in crisis intervention, conflict resolution, and offering emotional support. Recognized for a collaborative approach and adaptability in dynamic environments. Reliable team player focused on achieving results and efficiently meeting the needs of clients.

Overview

8
8
years of professional experience
2
2
years of post-secondary education

Work History

Site Lead - Youthworx

Toronto Community Housing
06.2025 - Current
  • Managed a team of youth employees, focusing on developing professional skills and workplace leadership.
  • Implementing various life skills through strategic planning, community partnerships and educational institutions.
  • Supervised daily operations for small-scale community projects, managing 8-12 youth in different TCHC communities in Toronto.
  • Cultivated a positive and productive work environment, promoting teamwork, responsibility, and initiative among youth workers & colleagues.
  • Maintained detailed records of program activities and participant data, ensuring compliance with internal policies and external regulations.
  • Organized events and workshops to engage youths, enhancing their learning experience within the program framework.
  • Created comprehensive reports on program progress, presenting findings to supervisor and adjusting strategies as needed.
  • Tracked attendance records diligently, identifying patterns of absences or disengagement requiring intervention or follow-up measures.
  • Facilitated group discussions among youths on relevant social issues promoting critical thinking and active engagement in the learning process.
  • Served as a positive role model for participants by consistently demonstrating professionalism, empathy, and enthusiasm during interactions with staff members and families alike.

Residential and Community Worker

Trillium Support Services
01.2025 - Current
  • Collaborated with other staff members to provide consistent and coordinated care and effective service.
  • Provided direct support to individuals with developmental disabilities and mental health diagnoses in daily living activities, including personal hygiene and meal preparation.
  • Offered compassionate support and a positive environment, applying strength-based techniques to address developmental trauma in several group homes and shelters across the GTA.
  • Established strong rapport with clients through empathetic listening skills, leading to higher levels of trust between individuals served.
  • Utilized effective communication skills when interacting with diverse populations, including residents with varying cognitive abilities.
  • Ensured safety of residents by monitoring and enforcing shelter rules and protocols consistently.
  • Maintained accurate records of client interactions, ensuring timely documentation that contributed to effective case management practices.
  • Contributed to the establishment of a supportive and inclusive atmosphere within the shelter through active listening and empathetic engagement with clients.
  • Addressed crisis situations with sensitivity, utilizing conflict resolution skills to maintain a safe environment for all parties involved.
  • Streamlined intake process, effectively assessing new clients'' needs and determining appropriate resources.

Project Coordinator

Northstar Access
01.2022 - 12.2024
  • Constructed and maintained long-lasting, strong relationships with Transport companies, suppliers, partners, and customers through constant and effective communication and relationship management.
  • Providing contractors and companies with accurate project updates and progress reports to key stakeholders, including executives and finance department representatives.
  • Revamping dispatch and overseeing scheduling operations, improving operational efficacy by 25% quarterly and increasing productivity through effective communication with all customers and departments.
  • Collaborated with colleagues to design communication protocols that helped to increase collaboration and coordination among the different departments.
  • Fully managed projects within budget, timeline, and quality standards by incorporating labour union protocols. Ensured compliance through regular audits and risk assessments.
  • Provided my team with strategic leadership in daily operations, prioritizing personnel safety and the well-being of my team.

Customer Service Coordinator

Skyway Canada Ltd
01.2019 - 12.2022


  • Responded to client needs through competent customer service and prompt problem-solving.
  • Maintained accurate records of client interactions, tracking trends and identifying opportunities for improvement.
  • Coordinated logistics for client orders.
  • Developed relationships with key clients, fostering loyalty and repeat business through personalized attention and support.
  • Handled escalated client issues with empathy and patience, working closely with management to reach satisfactory resolutions.
  • Resolved client complaints while prioritizing customer satisfaction and loyalty.
  • Successfully managed high-volume call lines and email channels with precision and expertise.
  • I was positioned to lead customer service initiatives, serving over a hundred clients daily and pushing orders and deliveries through with timely support.
  • Systematically managed large equipment inventory transfers across Canada and the USA, all valued at above $200,000 every month.

Child and Youth Program Assistant

Reaching Up Youth Assisted Program
01.2017 - 12.2020


  • Enhanced children''s social skills by organizing group activities and promoting positive interactions.
  • Fostered a safe and nurturing environment for children to learn, play, and grow in both indoor and outdoor settings.
  • Assisted supervisor by completing administrative and clerical tasks for program.
  • Supported children with special needs through tailored interventions and close collaboration with specialized professionals.
  • Facilitated physical activity sessions that promoted overall wellness among children of all ages and abilities.
  • Maintained accurate records of attendance, incidents, and other pertinent information for regulatory compliance purposes.
  • While working, I developed and implemented crisis management strategies, focused on prioritizing well-being and safety in programs for children/youth development.
  • Utilized positive reinforcement techniques to encourage appropriate behaviors among participants consistently.
  • Facilitated communication between clients and other service providers.

Education

Social Service Work -

SENECA COLLEGE OF APPLIED ARTS AND TECHNOLOGY
TORONTO, ON
01.2016 - 01.2018

Skills

  • Leadership
  • Project Management
  • Problem-solving
  • Microsoft Office suite
  • Communicate effectively
  • Mental health support
  • Client advocacy
  • Teamwork and collaboration
  • Trauma-informed care
  • Multitasking
  • Active listening
  • Conflict resolution
  • Documentation management
  • Crisis intervention

Additional Information

Community Crisis Mental Health (Response) - Certification

CPR Level C Certificate/First Aid - Certification

Crisis Prevention Intervention (CPI) - Certification

Safe Management - Certification

Timeline

Site Lead - Youthworx

Toronto Community Housing
06.2025 - Current

Residential and Community Worker

Trillium Support Services
01.2025 - Current

Project Coordinator

Northstar Access
01.2022 - 12.2024

Customer Service Coordinator

Skyway Canada Ltd
01.2019 - 12.2022

Child and Youth Program Assistant

Reaching Up Youth Assisted Program
01.2017 - 12.2020

Social Service Work -

SENECA COLLEGE OF APPLIED ARTS AND TECHNOLOGY
01.2016 - 01.2018

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Rachel CharlesSocial Service Worker