Abok Manyang Kolang
Melbourne,Australia
Summary
14+ years experience supporting advocacy initiatives and the establishment of innovative programs that have produced maximum results with minimal capital. Solid track record of providing a nonjudgmental, emphatic approach in support of clients dealing with social, emotional and environmental challenges. Skilled relationship builder, able to develop unique partnerships and relationships and tenacious in seeking new funding sources. Hands-on leader with relevant experience in developing, mentoring, leading and mobilising paid and volunteer personnel with a common goal.
Overview
17
17
years of professional experience
Work History
Individual Support Worker
People’s First Choice Australia
2024.03 - Current
- Provided assistance in daily living activities by dressing, grooming, bathing, and toileting patients.
- Drove clients safely to social activities and appointments.
- Developed strong interpersonal relationships with clients, earning their trust and respect through consistent empathy and understanding.
- Supported clients in maintaining a clean living space by assisting with household tasks such as laundry, meal preparation, and general tidying.
- Enhanced quality of life for clients with physical and intellectual disabilities through compassionate care and assistance.
- Maintained safety with tidy, clean, and hazard-free home environments.
- Kept detailed daily logs with care actions, patient behaviors, and incidents.
- Delivered exceptional personal care services, including bathing, dressing, grooming, and feeding assistance.
- Prepared nutritious meals to meet individual dietary needs for clients.
- Provided high level of physical support by lifting, adjusting, and moving clients.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Provided emotional support to clients during challenging times, fostering resilience and coping skills.
- Communicated regularly with family members about client progress, addressing any concerns or questions promptly.
- Assisted clients in reaching personal goals through targeted skill-building activities and therapeutic interventions.
- Transported patients via wheelchair to and from rehabilitation and daily activities.
- Promoted a safe and inclusive environment for all clients by enforcing policies and procedures consistently.
- Implemented behavior management techniques when required for the safety of both clients and staff members involved.
- Coordinated transportation arrangements for clients to attend medical appointments or partake in social activities safely.
- Managed medications effectively for clients under strict supervision from healthcare professionals, ensuring adherence to prescribed treatment plans.
- Facilitated community integration for clients by organizing outings, social events, and other opportunities for engagement.
- Improved client independence by developing personalized support plans tailored to individual needs and goals.
- Kept accurate records for client files and handled related paperwork.
- Monitored client vital signs, administered medications, and tracked behaviors to keep healthcare supervisor well-informed.
- Maintained accurate records of client progress, adjusting support strategies as needed to maximize outcomes.
- Adhered to company requirements for patient interactions and care standards.
- Advocated fiercely on behalf of clients when necessary to ensure their rights were respected in various settings such as education or healthcare environments.
- Checked medication schedules and patient needs to enforce medication administration standards team-wide.
- Worked closely with therapists and other specialists to implement prescribed interventions consistently, leading to measurable improvements in client functioning.
- Entertained, conversed, and read aloud to keep patients mentally alert.
- Participated in ongoing professional development opportunities to stay current on best practices within the disability support field.
- Conducted regular assessments of client needs to identify potential areas of growth or improvement within their care plan structure.
- Worked with children and parents to closely monitor and record social, behavioral and academic growth.
- Collaborated with interdisciplinary teams to develop comprehensive care plans, ensuring optimal client wellbeing.
- Participated in ongoing professional development opportunities to stay current on industry best practices.
- Maintained detailed records of patient progress, documentation of services and case notes.
- Conducted in-home visits to provide supportive services.
- Assessed risk factors of patients and made referrals for further services.
- Assisted patients in accessing housing, financial assistance and other community resources.
- Collaborated with healthcare providers to drive continuity of care.
- Worked with medical teams, patients and families to implement effective treatment plans.
- Provided crisis intervention services to individuals facing medical, emotional and mental health challenges in hospital setting.
- Facilitated family meetings to discuss patient care plans.
- Preserved and prepared reports and treatment records.
- Managed caseload to satisfy multiple patients with diverse needs.
- Participated in interdisciplinary care conferences to discuss patient care plans and referrals.
- Provided patient and family education on available resources and self-care strategies.
Service Officer
Services Australia
2007.04 - 2019.09
- Exercises a high degree of discretion and sound judgment to deliver tailored services for customers requiring coordinated assistance by evaluating their needs and determining entitlements and obligations
- Liaises with internal and external resources to deliver the best outcomes for clients facing disadvantageous or multiple complex challenges
- Offers on-the-job training, guidance and mentoring to junior staff members to increase their confidence and support their development
- Reviews the output of junior Service Officers, providing procedural guidance and advice as necessary
- Delivers assistance for customers inclusive of developing individual support plans and facilitating vocational skills training to maximise employment opportunities
- Assists customers in accessing, navigating and interpreting services across a range of payments and programs
- Actively promotes and refers customers to the Department's self-managed and digital services
- Investigates and resolves common and complex customer enquiries, while also advising them on relevant legislation, policies, procedures, payments and services administered by the Department
- Provides front desk customer service assistance that includes greeting and directing customers to relevant service channel, responding to common enquiries, identifying and prioritising vulnerable customers or those with accessibility issues, and escalating potential issues to the local leadership team
- Recommends solutions to the local leadership team to further improve internal processes and enhance the delivery of services to customers
- Applies advanced proficiency in Arabic and Dinka to assist customers from non-English speaking backgrounds
- Implemented new service strategies that resulted in reduced response times for customers.
- Participated in meetings with stakeholders to discuss program objectives and strategies.
Multicultural Contact Officer
Services Australia
2012.04 - 2014.03
- Provided support and formal and informal training to staff on access and equity, cultural awareness, and available resources to enhance their awareness and capability
- Linked customers and community groups to the Department's services, payments and programs, assisting them to access mainstream channels as necessary
- Actively attended community forums to educate, build awareness and increase understanding of entitlements and obligations
- Built and sustained key relationships with community stakeholders, obtaining their feedback on programs and services for further enhancement of the services offered to customers
- Suggested innovative ideas and determined national and local efficiency improvements and initiatives to better address business and customer needs
- Liaised with other service delivery staff to determine and evaluate customer service requirements and refer customers to external providers
- Helped mentor and train new staff to build service delivery capability
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Generated reports detailing findings and recommendations.
Remote Visiting Officer/Community Trip Leader
Services Australia
2008.06 - 2010.12
- Key member of the NT Emergency Response team, supporting the implementation of the Income Management Program for eligible welfare payment customers
- Travelled to various remote sites on a weekly basis to screen and interview indigenous customers in order to determine their priority needs, including but were not limited to, food, housing, utilities, school nutrition programs and medical requirements
- Set up Income Management accounts, issued Basic Cards, and processed the necessary priority need deductions from the customers' account
- Processed employment services claims and linked customers to their Job Network provider, ensuring customers were fully aware of their compliance requirements and the consequences for non-adherence
- Worked with Trip Intents to update customers' information, while also carrying out service profiling interviews and collecting the required documentations to get the customers on the appropriate payment scheme
- Mitigated potential risks by proactively identifying potential issues and implementing appropriate countermeasures or contingency plans as needed.
- Prepared warrants and searched buildings for criminal activity and illegal substances.
Multicultural Service Officer
Services Australia
2009.07 - 2009.09
- Supported the provision of refugee services, serving new families primarily from African countries, Myanmar and Bhutan
- Concurrently carried out migrant services activities that involved the execution of home visits and face-to-face appointments with customers at Customer Services Centres
- Implemented the National Refugee Servicing Model inclusive of payments processing and several visits during the 13 weeks' settlement exemption period
- Provided factsheets and brochures with various languages to communities and agency partners
- Referred interested refugee customers by preparing their employment pathway during their first 6 months of arrival, while also connecting them with skills courses and local training providers
- Collaborated with interpreters to guarantee that customers understand their rights, obligations and opportunities with DHS and its network
- Delivered telephone support to Customer Service Advisors (CSA's), agencies and directly to multicultural customers, including long-term senior or middle-aged settlers from non-English speaking backgrounds as well as Visa 456 workers moving into Permanent Residents
- Actively promoted the use of Multicultural Call Centre and the Electronic Service among the migrant customers
- Participated in community networking and engagement activities such as network meetings, information stalls and community outreach and celebrations
- Updated CSA's on refugees and migrant issues such has AMEP and Activity Testing, assisted them in booking interpreters, and helped resolve complex issues through phone or via email
- Collaborated with cross-functional teams to develop and implement service improvement initiatives.
- Evaluated employee performance regularly, providing constructive feedback and coaching as needed.
Education
Provide First Aid Certificate & CPR -
Eminent College of Education
Glenroy, VIC03.2024
Certificate 111 in Individual Support -
WCIG
Coolaroo Vic02.2024
Diploma of Children's Services - Early Childhood Education & Care & Certificate III in Children's Services
Australian Project Management Institute
01.2014
Community Language Allowance Proficiency Test for DHS -
UNSW Institute of Languages
01.2014
Bachelor of Arts -
Deakin University
Geelong, VIC01.2012
Course in Negotiation & Crisis Intervention -
Conflict Resolution Training & Consulting
01.2009
Certificate III in Business/Government -
Customer Focus Group Training Company Of NSW
01.2008
Skills
- Activity Planning
- Program Evaluation
- Assessments administration
- Class preparation
- Workshop coordination
- Training Needs Analysis
- Diversity Inclusion
- Training facilitation
- Training delivery
- Performance Evaluation
- Materials Preparation
- Materials Organization
- Program implementation
- Training solutions development
- Needs Assessment
Key Assets
- Program Implementation & Assessment
- Client Advocacy & Support
- Staff & Volunteer Training & Supervision
- Workshop Facilitation
- Counselling & Case Management
- Networking & Relationship Building
- Crisis Intervention & Risk Management
- Presentation & Public Speaking
- Community & Interagency Collaborations
- Multilingual in English, Arabic & Dinka
Awards Recognitions
- Excellence in Customer Service & Responsive to Government BAFW Initiatives - DHS (2012)
- Certificate of Appreciation for dedication and commitment to Remote Servicing (2010)
- Certificate of Appreciation for dedication, commitment and support to communities affected by The Victorian Bush fires as part of the Australian Government's Response Team (2009)
- Certificate of Appreciation for dedication and commitment to the NT Emergency Response (2009)
Earlier Work Experience
Teachers Aid
Our Lady of Immaculate Conception
04/2006, 01/2007
- Assisted the Lead Teacher in facilitating lesson plans for students from African Backgrounds and those with English was a second language. Performed other administrative and non-instructional duties as assigned.
Interpreter Arabic & Dinka
On Call Interpreters & Translators Agency
12/2004 04/2007
- Orally translated written documents and provided simultaneous interpretations of conversations or speeches across various settings, including hospitals, schools and group orientation sessions.
Skills Attributes
- Well-versed in developing and implementing creative programs serving multiple special needs populations (refugees, migrants, indigenous, unemployment, disability, ageing, substance abuse). Acknowledged for the unwavering commitment to quality program and data-driven program evaluation.
- Verifiable experience in counselling, assessment, crisis intervention, behaviour management, client education, agency partnerships, and community outreach with at risks youth and families.
- Demonstrated talent in working effectively as a member of a multidisciplinary team and in an interagency context. Capable of establishing a strong network of community linkages and referrals.
- High ability to win fiercely loyal community support, cultivate strategic partnerships, and establish effective, multi-sectoral network of providers and activists. Creates harmonised referral networks whilst augmenting access to and participation to community services.
- Relevant leadership experience. Assembles a high performance team through one-on-one coaching and training.
- Computer Skills: MS Office Suite (Word, Excel, Outlook, PowerPoint, Front Page, Works, Access), Customer First (Department of Human Services Centrelink System)
Languages
Arabic
Professional Working
Dinka
Professional Working
Volunteer Experience
SOCIAL / WELFARE SUPPORT LEADER, YOUTH LEAGUE / SOUTH SUDANESE COMMUNITY, 2006, 2019, Provides support and assistance to community members experiencing difficulties including those with work or marital problems, unemployment, illness, alcohol and drug abuse issues., Arranges for community members to be referred to appropriate specialists or community agencies such as Red Cross, Salvation Army, Immigration Lawyers, Centrelink and Medicare., Assesses risks and provides intensive short-term crisis counselling for victims of domestic violence., Analyses data and writes reports, including funding submissions for continuing program and new projects.
References
References are available upon request
Timeline
Individual Support Worker
People’s First Choice Australia
2024.03 - Current
Multicultural Contact Officer
Services Australia
2012.04 - 2014.03
Multicultural Service Officer
Services Australia
2009.07 - 2009.09
Remote Visiting Officer/Community Trip Leader
Services Australia
2008.06 - 2010.12
Service Officer
Services Australia
2007.04 - 2019.09
Provide First Aid Certificate & CPR -
Eminent College of Education
Certificate 111 in Individual Support -
WCIG
Diploma of Children's Services - Early Childhood Education & Care & Certificate III in Children's Services
Australian Project Management Institute
Community Language Allowance Proficiency Test for DHS -
UNSW Institute of Languages
Bachelor of Arts -
Deakin University
Course in Negotiation & Crisis Intervention -
Conflict Resolution Training & Consulting
Certificate III in Business/Government -
Customer Focus Group Training Company Of NSW
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