Adam El-Masri
Sydney,Australia
Summary
As an accomplished team leader with a Bachelor of Social Work, I bring extensive professional experience across healthcare, refugee recruitment, case management, and business relationship management. My specialized focus on immigration, child protection, and intensive case management of refugee settlement highlights my commitment to fostering inclusive practices. Throughout my career, I have built on my project management and stakeholder liaison skills, navigating diverse roles across non-profit, corporate, and government sectors. My dedication to operational excellence is evident in roles such as Service Delivery Program Coordinator and Operations Team Leader, where I consistently lead teams across regional NSW, QLD and Melbourne to surpass KPIs and regulatory targets. My leadership style emphasizes collaboration, empowerment, and mentorship. Leveraging my skills and passion for innovation, I am ready to take on a role that prioritizes compassion, efficiency, and forward-thinking approaches, driving positive change and achieving exceptional results.
Overview
11
11
years of professional experience
Work History
Multicultural Support Team Leader- Operations
Settlement Services International
05.2024 - Current
- Managed the operations of a team of over 40 Multicultural Support Officers across multiple sites, including Newcastle, Coffs Harbour, Armidale, QLD, and Melbourne, ensuring seamless service delivery and high operational standards.
- Enhanced operational efficiency and productivity by developing and refining the rostering system (FSL), and by planning, processing, and verifying timesheets and expense claims, ensuring adherence to established procedures and business rules.
- Provided comprehensive support and guidance to Multicultural Support Officers, addressing inquiries and enhancing their digital literacy and operational capabilities through training on corresponding systems and tools.
- Managed staff employment processes, collaborating with both external and internal stakeholders for effective hiring, onboarding, and integration, and developed examination assessments to rigorously test competencies in case management.
- Generated detailed reports and analyses to monitor performance, identify trends, and support data-driven decision-making, contributing to continuous improvement, strategic planning, and the recruitment of internal staff for specialized services across multiple programs.
Program Coordinator
Settlement Services International
08.2022 - 05.2024
- Successfully led and managed a diverse team of Home Care Delivery Officers, including six officers and eight contractors, ensuring efficient and effective delivery of home care services, improving client satisfaction by 20%.
- Successfully led efforts to collaborate with over 100 Home Care providers across ACT and NSW, effectively identifying and recruiting suitable home care employees to meet the growing demand for quality care services.
- Delegated responsibilities and streamlined processes, reducing response times by 30% and optimizing recruitment processes through timely pre-screening interviews conducted within a stringent 24-hour timeframe.
- Took a leading role in recruitment efforts for a startup program, proficiently managing the review of job applications from various job boards and developing comprehensive frameworks and SOPs to ensure consistency in service delivery.
- Collaborated with IT and data analysts to design and implement a tailored workflow and system, enhancing efficiency and accuracy in participant screening and data management processes.
- Oversaw multiple projects concurrently, exceeding targets set by the Department of Health and Aged Care (DOHAC), effectively balancing competing priorities and deadlines, and fostering continuous improvement through stakeholder collaboration and professional goal setting.
Humanitarian Support Tier 3 Case Manager
Settlement Services International
02.2022 - 08.2022
- Provided comprehensive support to newly arrived refugees and asylum seekers with high trauma 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., job Active, AMEP providers, NSW Refugee Health Services, GPs), to implement Case Management Plans (CMP) effectively and achieve settlement outcomes for clients
- Assisted in settling newly arrived refugees in Australia, providing workshop facilitation, educational support, and ensuring children's enrollment in school, along with coordinating housing and health assessments
- 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.
Employment Facilitator
Settlement Services International
05.2021 - 02.2022
- 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
- Assisted in the orientation of newly arrived refugees, providing information about local resources and services
- Engaged in supporting refugees by utilizing marketing strategies to facilitate their integration into the workforce and educational systems, fostering retention and empowerment within these environments.
Recruitment Consultant
Advanced Personnel Management
06.2020 - 05.2021
- Achieved 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.
Child Protection Caseworker
Department of Communities and Justice NSW
10.2019 - 06.2020
- 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
- Explaining housing, mental health, domestic violence, employment, education, and substance abuse treatment resources to clients
- Undertake assessment/investigation and ongoing family work to identify and address safety and risk concerns for children and young people
- Develop safety plans, complete risk assessments and ongoing case work with families to identify and address safety and risk concerns for children
- Reviewed existing case records for available information to formulate plans of treatment and develop short- and long-term goals.
CALD Community Development Officer
Western Sydney Community Services
02.2018 - 10.2019
- 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.
Customer Service Team Leader
Woolworths
02.2014 - 04.2018
- 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.
Disability Employment Consultant
Disability Services Australia
01.2017 - 03.2018
- Provided tailored employment support to individuals with autism, Down syndrome, and Multiple Sclerosis, guiding them through entering the workforce
- Facilitated personalized career planning sessions, collaboratively setting achievable goals to empower individuals with disabilities to pursue fulfilling career paths
- Advocated for inclusive employment practices, fostering partnerships with employers to create opportunities and promote diversity in the workplace.
Education
Bachelor of Social Work -
Western Sydney University
Sydney, NSWDiploma in Criminal and Community Justice -
Western Sydney University
Sydney, NSWSkills
- Leadership
- Project Management
- Recruitment
- Case management
- Social work
- Risk and Safety assessment
- Community Development
- Workshop Facilitation
References
References available upon request.
Timeline
Multicultural Support Team Leader- Operations
Settlement Services International
05.2024 - Current
Program Coordinator
Settlement Services International
08.2022 - 05.2024
Humanitarian Support Tier 3 Case Manager
Settlement Services International
02.2022 - 08.2022
Employment Facilitator
Settlement Services International
05.2021 - 02.2022
Recruitment Consultant
Advanced Personnel Management
06.2020 - 05.2021
Child Protection Caseworker
Department of Communities and Justice NSW
10.2019 - 06.2020
CALD Community Development Officer
Western Sydney Community Services
02.2018 - 10.2019
Disability Employment Consultant
Disability Services Australia
01.2017 - 03.2018
Customer Service Team Leader
Woolworths
02.2014 - 04.2018
Bachelor of Social Work -
Western Sydney University
Diploma in Criminal and Community Justice -
Western Sydney University
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