Rianna Chehayeb
Edmonton,Canada
Summary
Dedicated and detail-oriented Program Services Officer with over 17 years of experience delivering high-quality service within Employment and Social Development Canada. Proven track record in adjudicating federal benefits with accuracy, integrity, and empathy for Canada’s most vulnerable populations. Adept in interpreting complex legislation, safeguarding confidential data, and guiding clients through intricate government systems. Strong written and verbal communication skills in English. Digital proficiency with government systems and Microsoft Office Suite. Nominated for the Deputy Minister’s Award of Excellence for outstanding contributions to departmental values and ethics.
Overview
18
18
years of professional experience
Work History
Program Services Officer
Employment and Social Development Canada (ESDC)
Edmonton, Canada
12.2007 - Current
- Service Canada, Income Security Programs – Edmonton, AB
- Analyze client files and documentation to determine eligibility and entitlement for federal benefits and programs in compliance with ESDC legislation, policies and operational guidelines.
- Perform benefit calculations, review decisions, and make recommendations for account revisions, sanctions, or escalations in line with established policies.
- Identify inconsistencies in information and referred complex cases to the appropriate decision-making authority.
- Review source materials (e.g., internal systems, emails, incoming mail, faxes, and phone calls) to determine delays, assign next steps, and direct information appropriately.
- Ensure compliance with federal procedures and guidelines regarding the handling of protected/classified information.
- Maintain accurate and secure records in accordance with government privacy and data protection standards.
- Communicate clearly and professionally with clients to explain eligibility decisions, processes, and program requirements.
- Communicate effectively with internal teams and external agencies.
- Contribute to a culture of continuous learning by staying current with policy updates, tools, and reference materials.
- Adapt quickly to new technologies and process changes.
- Proficient with Microsoft Office Suite (Word, Excel, PowerPoint, Teams, and department-specific digital systems)
- Maintain a positive working relationship with fellow staff and management.
Business Expertise Advisor (Acting Assignment)
Employment and Social Development Canada (ESDC)
Edmonton, Canada
04.2018 - 10.2018
- Service Canada, Income Security Programs – Edmonton, AB
- Provided leadership and operational support in a training and advisory capacity for Income Security Programs.
- Co-facilitated classroom training sessions for public servants, offering guidance on federal policies, procedures, and system use.
- Verified training files for accuracy and compliance, mentored new staff post-training, and served as a key resource for operational clarification.
- Demonstrated initiative, strong communication skills, and a commitment to professional development in support of organizational goals.
Education
Business Management Program Graduate -
MacEwan University
Edmonton, Alberta04.2007
Skills
- Federal Program Adjudication
- Client Service Excellence
- Policy Interpretation & Compliance
- Training & Mentorship
- Digital Systems & Technical Proficiency
- Problem Solving & Analytical Thinking
Timeline
Business Expertise Advisor (Acting Assignment)
Employment and Social Development Canada (ESDC)
04.2018 - 10.2018
Program Services Officer
Employment and Social Development Canada (ESDC)
12.2007 - Current
Business Management Program Graduate -
MacEwan University
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