Renee Lacheur

• Determine the eligibility of persons applying for government benefits.
• Gather information from clients and employers to process applications according to procedure and guidelines.
• Ascertain the facts of such issues as reasons for loss of employment, dismissals, and availability for work.
• Monitor the payments of benefits and investigate clients when there appears to be fraud.
• Make decisions on eligibility and entitlement to benefits by applying applicable legislation, regulation, and case law.
• Explain reasons for acceptance or denial of claims to clients who may be dissatisfied with the decision.
• Respond to enquires from various stakeholders and the public on a various aspects of employment insurance.
• Adapt to constantly evolving environment of learning and modernization of service delivery within laws, regulations and policies.
• Enforce laws and regulation related to employment insurance and other government benefit services.
• Explained Employment Insurance benefits to clients in easy to understand terms in order to educate each on available options.
• Adjudicate and resolved contentious issues with client's claims through interviews with clients, employers, and third parties.
• Impose disqualification and disentitlements on Employment Insurance claims when clients are found to be not entitled to benefits according to the Employment Insurance Act.
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Proficient with Government computer systems and applications including FTS, NWS, NPMT, Asgard, Imaging, SABA, ACS, Easy Access, and EI ORT.

Capable of managing and prioritizing my workload while meeting production and quality targets.

Excellent communication skills promoting a positive experience for clients.

Respectful and demonstrates integrity while communicating possible contentious issues related to a claim.

Able to identify potential issues with client claims while applying the National Levels of Decision policy and procedure, prescribed legislation and EI Online Reference Tool.

Analytical thinker with excellent problem solving and decision making skills.

Effective fact-finding skills with both clients, employers, and third parties.

Willing, able, and driven to develop a long career with the Government of Canada.

Assist Clients to understand programs specific legislation and the processes required to rec

• Liaison between Parole Board of Canada and institutional parole officers regarding upcoming parole hearings, required or missing reports and sharing deadlines.
• Managed a heavy case load of up to 25 inmate parole hearing files using Offender Management online System (OMS) and protecting highly sensitive reports and information.
• Prepare inmate files for hearings , cross reference three levels deep, sharing information and copies of hearing file packages to inmates by prescribed deadlines following all policies and CD's.
• Developed team communications, and gathered information for meetings.
• Offered advice and assistance to victims, and families attending hearings, paying attention to special security needs or sensitive subject material
• Maintained the Parole Hearing Calender, ensuring all parties attending have security clearance, notified of dates and/or any changes, schedule security for hearings, arrange gate passes and video and recording equipment
• Ensured all deadlines are met to avoid postponing hearings both with a team and independently working closely with management and other departments within the institution
• Mentored and support offenders on how to complete paperwork, contact legal professionals, and where to gather information for hearings

• Addressed in person and telephone inquiries from the general public, other staff, inmates and visitors to resolve concerns.
• Monitored inmate behaviors to prevent crimes, escape attempts and other dangerous activities.
• Conducted internal and external security checks and searches of institutional grounds, inmates personal cells, delivery vehicles, incoming and outgoing mail, and communal areas.
• Employed deescalation and conflict resolution techniques when dealing with angry and/or violent inmates and during security breaches.
• Used OMS for recording security concerns, process reports, and incident reports for dispensary action.
• Maintained correct and physical head counts, daily logs of shift activity, and communications with all other areas of the facility at all times.
• Attended regular training and maintained appropriate certification for firearms, first-aid, conflict management, suicide prevent, and other sensitivity and diversity training.
• Followed and stayed informed on changes to standing orders, policies, CD's and the CCRA (Correctional and Conditional Release Act) to ensure the safety of the institution and ensuring inmates rights are not violated.
• Established solid relationships with staff and positive working relationships and boundaries with inmates.

• Reconciled and monitored the security staffs hard copy rosters daily for overtime, investigated discrepancies, entered overtime hours, and submitted paperwork to compensation for payment.
• Tracked overtime on a regional report allocating and recording reasons for overtime (i.e. sick leave, security incidences, and lockdowns)
• Audited and coded travel claims, and entered officers leave in HRMS.
• Tracked position numbers, prepared SARs and acting forms, recorded acting expiry dates and advised managers or staffing schedule issues.
• Attended the VRB (Visited Review Board) meetings, took minutes, and wrote letters to inmate visitors informing them of the boards decision on whether they are approved or denied.
• Created Use of Force files for instances where force was used, obtained video tape copies for review, and submitted files to RHQ for review.
• Maintained inmate movement files, court files, security escort files, and vetted offenders documents.
• Developed team communications and information for meetings.
• Resolved conflicts and negotiated mutually beneficial agreements between parties.
• Worked flexible hours; night, weekend, and holiday shifts in order to meet tight deadlines in fast-paced, and ever changing atmosphere.

• Greeted customers at a front counter and on the telephone and responded to requests for information.
• Responded to daily caller requests for information and assistance regarding programs, rules, concerns, and complaints on a multi-line telephone system
• Maintained updated and detailed records of calls in physical and electronic database, directing violation reports to the correct government agency if not the responsibility of DFO.
• Resolved and defuse angry and upset clients by providing information and resources on financial grants, and assistants with applications for habitat violations.
• Used internal programs for entering and payment of overtime, preparing monthly roll up and obtaining signatures.
• Controlled three overhead budgets for the different department with the field office.
• Managed a complex filing and record management system and provided internat client services.
• Worked with upper management to complete seasonal fisheries projects on tight budgets within specific timelines.