Adrian Rowland

Client Support Worker

Serco Group

Adelaide, SA

03.2011 - Current

My Role as a client support officer is to help ensure the integrity and dynamic security of the center is maintained and provide the clients with support services to help meet their welfare needs while observing their rights to privacy and confidentiality, equity without prejudice.
Building successful working relationships with stakeholders
Front of house security screening reception. First point of contact for stakeholders, contractors and visitors entering the facility. Competent in the operation of smiths detection security equipment including calibration and operation of Heiman x-ray, ion scan and metal detector. Directing any enquiries to relevant departments or persons. Actioning and approving visits to the facility through service provider portal.
Interaction and listening to clients- informing and reporting to management any abuse or impropriety, health concerns or general concerns in regards to clients
Ensure the safety and security of clients
Keep accurate logs, reports, individual management plans, and fortnightly case work
Perform accurate security checks, head counts, and searches
Work with clients in an empathetic manner, treating them dignity, integrity, and equality that encourages self-respect, a sense of personnel responsibility and tolerance towards others
Assist in resolving problems and disputes decisively, professionally and non confrontationally within reasonable time frames
Ensure daily contact with those identified as at risk and self harm through psp/keep safe
Identify and implement coping mechanism with clients who may have behavioural issues
Be a point of contact for clients and other stake holders in regard to clients well being and welfare needs
Notify the relevant service provider of any concern about the physical or mental health concerns of a client
Assist with client’s appointments e.g
Medical, social worker, DIAC, mental health
Be a point of contact for clients through the personnel officer programme, keeping accurate and updated information recorded and reporting any concerns or changes to relevant departments
Navigating through and uploading documents to immigration services portal including intake and discharge paper work, IMPS, client case notes, transport and escort and detainee visits.
Observe and respect the client’s right to privacy and confidentiality
Working within a child safe environment
Transport and escort duties including escorting clients safely and securely on client excursions, school runs, external appointments, and compliance pick ups
Develop and run planned and unplanned activities for clients such as games, sports, cooking
Working with Bio metrics-acquisition and matching system (BAMS)
Yearly AFP clearance and working with children checks