Adam El-Masri

• Successfully led and managed a large team of Participant Delivery Support Officers within a home care workforce support program, ensuring efficient and effective delivery of services to participants.
• Took a leading role in the recruitment efforts for a startup program, demonstrating strong leadership skills in identifying and onboarding top talent to support program objectives and goals.
• Developed comprehensive frameworks and Standard Operating Procedures (SOPs) to streamline operations and ensure consistency in service delivery, contributing to the program's overall effectiveness and compliance standards.
• Collaborated with IT and data analysts to design and implement a workflow and system tailored to the specific needs of the program, enhancing efficiency and accuracy in participant screening and data management processes.
• Successfully managed multiple projects concurrently, effectively balancing competing priorities and deadlines while collaborating with internal and external stakeholders, including recruitment agencies, business partners, and Registered Training Providers, to achieve targets set by the Department for Health and Aged Care (DOHAC).
• Worked closely with internal and external stakeholders and managed probation reviews, assisting my team with professional goal setting and fostering continuous improvement within the workforce support program.

• Provided comprehensive support to refugees and asylum seekers with high needs, facilitating intensive case planning tailored to individual circumstances and challenges.
• Collaborated with a diverse range of stakeholders, including support workers, housing officers, bilingual guides, volunteers, and professionals from various service providers (e.g., jobActive, AMEP providers, NSW Refugee Health Services, GPs), to implement Case Management Plans (CMP) effectively and achieve settlement outcomes for clients.
• Maintained regular communication with clients, tracking their progress against the CMP, documenting achievements and adjustments, and actively soliciting feedback to ensure services met their evolving needs. Additionally, developed and sustained networks with key stakeholders to enhance support options and resources available to clients.

• Facilitated workshops for newly settled refugees, guiding them through education and employment pathways.
• Provided individualized case planning and mentoring on interview skills to support refugee integration.
• Collaborated with business relationships and education teams to enhance support for refugee clients.

• Achieved exceptional results by surpassing KPIs with a remarkable 130% retention and placement rate, demonstrating proficiency in providing tailored client support and preparation for new employment opportunities.
• Proactively engaged with prospective businesses, fostering meaningful relationships, and negotiating staffing solutions and incentives for successful job trials and placements, thereby enhancing employment prospects for clients.
• Offered comprehensive assistance to clients by expertly drafting resumes, delivering targeted job seeking training modules, facilitating career planning sessions, and ensuring optimal job matching, all while providing ongoing post-placement check-in support to maximize long-term success.

• Investigated alleged abuse, neglect, and abandonment of children to determine abusive or unsafe conditions.
• Developed accountable and collaborative case that respects the culture and context of the family and young person.
• Undertake assessment/investigation and ongoing family work to identify and address safety and risk concerns for children and young people.
• Complete SARA (safety and risk assessments)
• Reviewed existing case records for available information to formulate plans of treatment and develop short- and long-term goals.

• Administered emergency assistance payments with compassion, applying social work principles to navigate diverse financial situations and prioritize client welfare.
• Served as a vital intermediary, facilitating connections between clients and community agencies to secure essential support in housing, education, and childcare services in the community.
• Engaged proactively with community events, representing the organization and fostering meaningful connections while advocating for client needs.

• Supervised and trained customer service staff to ensure excellent customer service delivery.
• Identified areas of improvement in the customer service process and developed strategies to address them.