Amy Zerek
VIC
Summary
Dedicated trauma, mental health and complex case professional, bringing background knowledge and experience working with individuals suffering from substance abuse, mental health, Trauma and behavioral disorders. Focused on client advocacy, prevention planning, risk assessment and reduction, education to create self-awareness and personal toolboxes, empowering teams and clients to reduce impacts and recurrence of serious issues. Collaborative approach with multidisciplinary teams to create solid support networks for client needs.
Overview
6
6
years of professional experience
Work History
Youth Worker
Junction Support Services
Bairnsdale, VIC
10.2024 - Current
- Established trusting relationships with young people through empathetic listening and genuine interest in their lives outside of program hours.
- Promoted a safe, inclusive environment by establishing clear expectations and reinforcing positive behaviors among participants.
- Completed necessary reports and documentation to maintain thorough, accurate case records.
- Provided individualized support for at-risk youth, resulting in increased self-esteem and positive behavior changes.
- Supervised youth in residential and community-based programs to minimize risks and offer support.
- Provided key emotional support to special needs youth.
- Managed and led activities promoting growth in mental, emotional, and educational areas.
- Organized and facilitated recreational activities to engage youth in positive, team-building experiences.
- Contributed to development of individualized plans to support youth goal achievement.
- Designed engaging curriculums tailored to the specific needs of diverse groups of young people, fostering personal growth and skill development.
- Encouraged youth clients to develop own activities and leadership skills through group discussions.
- Improved program effectiveness by collaborating with colleagues to develop innovative strategies for youth development.
- Ensured program compliance with all local, state, and federal regulations through consistent record-keeping and reporting practices.
- Mentored new staff members to promote professional growth within the team and ensure consistent service quality across all programs.
- Managed daily operations of programs including scheduling, budgeting, and staff supervision while maintaining high-quality service delivery.
- Implemented comprehensive assessments to identify areas of improvement and tailor intervention plans accordingly.
- Conducted outreach to identify and engage non-participating youth in community, expanding reach and impact of programs.
- Trained new staff and volunteers in youth work best practices, ensuring high-quality support and services.
AOD Clinician
Odyssey House Hope Centre
Bairnsdale
03.2024 - 08.2024
- Conduct client planning groups to develop individual recovery plans (IRPs)
- Facilitate client admissions through:
- Assessing client suitability
- Participating in preparation and support groups
- Consulting with other services
- Supporting senior residents during the admissions process
- Plan, implement and/or facilitate other treatment activities such as communiqués, action meetings and special activities
- Contribute to the TC by participating in/supervising selected social/recreation activities and modelling appropriate behaviour
- Actively use and promote the Business Management System (BMS) and ISO Quality assurance standards
Business Owner
AHSL Youth
Cairns, Townsville, Mt Isa QLD
03.2020 - 08.2023
- Established strong customer relationships through excellent communication and attentive service.
- Strengthened company reputation by consistently meeting or exceeding customer expectations in terms of quality products/services offered.
- Consulted with customers to assess needs and propose optimal solutions.
- Managed financial operations to ensure fiscal responsibility, including budgeting, forecasting, and financial reporting.
- Maintained a safe work environment by enforcing strict safety protocols and regularly updating staff on industry best practices.
- Delivered exceptional results under tight deadlines by prioritizing tasks effectively and delegating responsibilities appropriately throughout the team.
- Trained and motivated employees to perform daily business functions.
- Boosted revenue by identifying new business opportunities and diversifying product offerings.
- Implemented efficient systems for inventory management, order processing, and shipping logistics.
- Developed a high-performing team through effective recruitment, training, and performance management.
- Achieved consistent growth in annual revenue through strategic planning and execution of sales initiatives.
- Increased client satisfaction by implementing innovative business strategies and streamlining processes.
- Ensured compliance with all relevant regulations by staying current on industry requirements and implementing necessary changes in operations.
- Fostered an inclusive workplace culture that valued diversity, collaboration, and continuous learning.
- Fostered positive company culture, attracting and retaining top talent through motivational leadership.
- Elevated brand visibility by spearheading comprehensive digital marketing campaign.
- Built robust network of industry contacts, leveraging relationships for strategic partnerships and opportunities.
- Pioneered customer feedback system, utilizing insights to refine products and services continually.
- Increased customer satisfaction with personalized service offerings, addressing specific needs and preferences.
- Mastered conflict resolution, maintaining harmonious internal relationships and ensuring focus on common goals.
- Improved team productivity with ongoing training and development programs, fostering culture of continuous improvement.
- Streamlined operational processes, significantly reducing overhead costs and improving efficiency.
- Implemented cutting-edge technology solutions to enhance operational productivity and customer engagement.
- Negotiated favorable terms with suppliers, improving profit margins without compromising on quality.
- Developed strategic business plan, guiding company towards sustainable growth and profitability.
- Cultivated strong online presence, managing social media platforms to engage with customers and build community.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Assisted in recruiting, hiring and training of team members.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Trained and guided team members to maintain high productivity and performance metrics.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Reduced operational risks while organizing data to forecast performance trends.
State Manager
AHSL Pty Ltd
Cairns/Townsville/Mt Isa
03.2021 - 08.2023
- Company Overview: Quality Therapeutic Crisis Care for Children
- Walk the talk by working with organizational values and policies
- Set high expectations for the team for working within the values
- Be an exceptional personal example for the team
- Ensure exceptional quality care for children placed
- Ensure therapeutic support and behavior modification plans are in place for each child
- Create a comfortable and safe environment for children and workers
- Ensure a high standard of care for and cleanliness of the houses and vehicles
- Have an understanding of and work within legislated requirements in the provision of care
- Managing Relationships
- Build, foster and maintain a number of relationships internally from Youth workers, through to Case Managers, Area Managers and the CEO
- Develop relationships with senior managers in State Government Departments responsible for Child Protection
- Foster and maintain a number of external relationships vital to the provision of quality care for our young people
- Actively promote AHSL services to Departments, strong networking skills
- Communicate with Departments about service delivery
- Customer research and identification of potential areas to provide further services/growth
- Human Resources Management
- Oversee recruitment and selection of Case Managers and Youth Workers
- Coach, supervise, guide and support Case Managers
- Coordinate allocation of Youth Workers between Case Managers
- Facilitate team meetings, discussion and training
- Inspire achievement and high performance
- Address performance issues with Case Managers
- Financial, Property & Asset Management
- Set and review household budgets for each placement
- Set and review the hours for delivery of each placement
- Ensure equipment and assets are to a high standard
- Rent and furnish properties, purchase vehicles
- Reporting
- Review and respond to Licensing Standards and feedback from Departments
- Review Case Audits from the Quality and Systems team
- Complete monthly reporting to the Chief Operations Officer & Executive Leadership Team
- Oversee reporting of Critical Information to Departments
- Youth Worker & Case Manager Duties
- State Manager is required to perform all Case Manager and Youth Worker duties as required
- Quality Therapeutic Crisis Care for Children
Area Manager
AHSL
Cairns/Townsville/Mt Isa
03.2021 - 08.2023
- Work collaboratively with Area Managers and Partners or internal functions to improve service delivery through the Working in partnership Plan and Working in partnership Policy; seek ways to improve service delivery and compliance using review, feedback, reporting, assessment and evaluation criteria for service delivery, risk management, financial requirements, licensing and compliance; seek to have an input into the development of policy and processes that improve service delivery and outcomes for young people, stakeholders and employees
- Direct responsibility for up to four capabilities at any one time
- Lead Managers through all stages of the Capability Builder, including the stages of Idea, Plan, Trial and Roll out
- Direct oversight of a minimum of three Areas
- Ability to act as Regional Manager or State Manager for up to four weeks at a time
- Attend relevant high-level strategic and operational SMTs/LTs/MTs/TWIFs/planning meetings for partners and support functions
- Work collaboratively with Area Managers and Partners/functions to identify projects and initiatives to improve service delivery; provide support to communicate and implement initiatives during the stages of Plan, Trial, Review and Roll out to the wider AHSL team; provide additional support through situations requiring conflict resolution between operations and Partners
- Report in a timely manner and proactively address serious breaches in service delivery; progress timely corrective action and escalate issues where policies, procedures or internal controls are being ignored or breached
- Quality assurance and continuous improvement; a) Promote and ensure Area compliance with all relevant quality standards and Frameworks including but not limited to; IS9001:2015 Quality Management System, the Human Services Quality Framework (HSQF QLD), Health and Disability Auditing Australia (HDAA) certification (QLD), State/Jurisdiction specific legislation and standards while acting as AHSL Quality and Systems
- Work proactively as AHSL Quality and Systems Manager to embed relevant legislation, standards and Frameworks
- Adhere to the policies and procedures of AHSL
- Identify and implement ways to improve client service and administration within this role
- Contribute to ongoing review, development and implementation of changes to improve AHSL productivity and efficiency
- Attend team meetings to discuss and monitor workflows, deadlines and deliverables
- Provide Area/Case Managers with opportunities for learning, coaching and development; seek feedback, consultation and input as chair/rotating chair for monthly Senior Managers' Team meeting and monthly supervision with direct reports
- Creating a values-driven, safe employment environment that attracts, engages and retains skilled employees
- Provide effective performance management and compliance with relevant legislation, standards and AHSL Policies
- Active involvement in obtaining placements for new and existing high needs residential placements in line with the strategic plan within areas of responsibility; manage and monitor Case Managers to achieve agreed targets, goals and objectives; provide coaching to Case Managers to forecast the Areas needs for workforce planning, resources and financial planning
- Quickly apply effective strategies to turn around an Area in a downturn, including the effective utilization of partners and support functions to improve the Area's viability
- Team: Consistently and professionally represent AHSL values and management including appropriate support and sharing of senior management directives to reporting line staff
- Coach, manage and support the team, empowering them to reach their full potential and deliver required results and build a high-performance culture
- Lead/manage the workforce in areas of responsibility; ensure culture reflects the organization’s mission and values; work collaboratively so operations support organizational strategies and facilitate delivery of high-quality services; ensure equitable access to learning and development opportunities; provide support to manage challenges driven by change and innovation
- Comply with all legislation, regulations, acts and codes; ensure sufficient knowledge / awareness by keeping informed and up to date - e.g.: workplace health and safety; anti-discrimination, privacy, child protections, sex discrimination, racial discrimination, human rights and equal opportunity and relevant legislation to employ applicants on work visas
- Actively provide coaching to direct reports in relation to industrial relations & recruitment through one-to-one coaching, one down supervision and real-time exposure to issues pending
- Communicate directly with AHSL Industrial Relations Specialist to proactively reduce the risk of industrial relations issues; lead the partnership between the Industrial Relations Specialist and operations team; in consultation with the Industrial Relations Specialist, lead the coaching and development for Area Managers to deal with complex industrial relations issues/risks/concerns
- Support the organization’s culture of Zero Harm in the workplace; take reasonable care to ensure actions and omissions do not impact on the health and safety of others
- Provide one-to-one coaching to all Area Managers and Senior Managers within the areas of responsibility to actively reduce the risks associated with workplace health and safety; acting as AHSL Workplace Health and Safety Officer
- Actively support all Area staff to engage in and complete all required training
- Quickly apply effective strategies to turn around an Area in a downturn, including the effective management of resources and employees in the Area
Case Manager
Itec
Cairns
03.2020 - 02.2021
- Working with children with challenging behavior’s, such as verbal and physical aggression, Substance Abuse and Complex Trauma in a residential setting
- Ability to do shift work and in-home sleepovers
- Ability to accommodate roster changes and on call requirements at short notice
- Complete rosters up to two weeks in advance, though changes may occur due to the nature of the work
- Ability to participate in team meetings, staff meetings, training and supervision, as required
- Successful completion of relevant history checks and screening processes
- A full Australian Driver’s License or ability to obtain one
- Essential skills and attributes
- Knowledge of issues facing children in the out-of-home care sector, the impact of childhood abuse and trauma, and crisis management techniques
- Understanding of case management model in the residential care setting
- An understanding of the intensive nature of working with young people and the possible impacts on the employee's family and personal responsibilities
- Ability to work autonomously in an isolated environment, supported by established procedures
- Ability to supervise team members and establish effective team processes and systems
- Managed 8 Programs solo for 14 week period after company exited several managers, hired and trained new Area Manager and 2 case Managers before leaving to build own company
Youth Worker/ Team Leader
Safe Places for Children
Cairns
06.2019 - 02.2021
- Maintaining a high standard of cleanliness, tidiness and comfort in the home environment
- Observing safety standards and protocols for a particular home and young person
- Creating a dinner routine with nutritious meals
- Providing transportation
- Assisting with homework and engaging in suitable activities
- Working with the child to learn life skills in a planned and supported way
- Monitor the child's supply of clothing, footwear, school materials and other belongings
- Education Skills
- Work as part of a team, identify areas where the child's needs could be better met
- Establish a therapeutic care environment and positively manage the young person's behavior’s by: Building rapport with the child and providing emotional support
- Providing the child with consistent messages in relation to the desired behavior’s
- Focusing on the child's positive behaviors through praise and encouragement
- Working together with the Case Manager to develop therapeutic interventions that will assist the child with complex issues such as grief and loss, making friends, managing their feelings and keeping safe
- Encourage child in identifying tools that help them label and manage their emotions, such as art, recreation, journaling and music
- Monitoring their own emotional state during the child's escalations and remaining calm
- Implemented and developed programs to address poverty and inequality
- Monitored progress towards service plan goals
- Facilitated communication between clients and other service providers
- Computer-literate, including demonstrated ability to independently use key programs such as Word and Excel, internet browsers and ability to support youth workers in using these tools
- Ability to complete reports and other business processes via the web-based systems
- Strong written and verbal communication skills including negotiation, networking, and ability to draft shift reports
- Strong organizational and time management skills
- Experience in working with multi-disciplinary services and government agencies
Education
MARAM Collaborative Practice Training -
Gippsland Family Violence Alliance
Featal Alcohol Syndrome, Training -
AHSL
First Aid, CPR/LVR, Advanced CPR -
Tafe Gippsland
Responding to Sexualized Behavior’s -
Evolve
Autism Awareness -
PODDS
Volatile Substance Abuse -
Safe Places for Children
Child, Youth and Family Intervention, Cert IV -
Devange Training
Therapeutic Crisis Intervention -
Safe Places for Children
Hope and Healing -
AHSL
Community Services, Cert IV -
Federation Training
Vinyassa Yoga Teacher, 200hr -
Jessie Fenech
Skills
- Building Individualized Complex Care Plans
- Safety and Positive Behaviour Support Plans
- Client Focused
- Empathetic
- Compassionate
- Wholistic
- Non-judgmental approach
- Strategic Planning
- Process Improvement
- Staff Management
- Adhering to Budgets
- Business Development
- Streamlining Processes
- Maintaining Partnerships
- Scheduling and Coordinating
- Negotiation
- Professional and Courteous
- Employee Coaching and Mentoring
- Managing Operations and Efficiency
- Crisis management
- Therapeutic techniques
- Clinical assessment
- Clinical documentation
- Multidisciplinary approach
- Behavioral interventions
- Patient education
- Healthcare systems navigation
- Crisis response expertise
- Conflict mediation
- Special needs
- Mentoring
- Youth development
- Youth advocacy
- Mental health crisis response
- Maintaining client records
- Behavioral disorders
Languages
English
Hobbies and Interests
- Family
- Walks on the beach
- Adventure/Outdoors
- Creative Design
- Surfing
- Yoga
- Weight Training
- Personal Development
Timeline
Youth Worker
Junction Support Services
10.2024 - Current
AOD Clinician
Odyssey House Hope Centre
03.2024 - 08.2024
State Manager
AHSL Pty Ltd
03.2021 - 08.2023
Area Manager
AHSL
03.2021 - 08.2023
Business Owner
AHSL Youth
03.2020 - 08.2023
Case Manager
Itec
03.2020 - 02.2021
Youth Worker/ Team Leader
Safe Places for Children
06.2019 - 02.2021
Featal Alcohol Syndrome, Training -
AHSL
First Aid, CPR/LVR, Advanced CPR -
Tafe Gippsland
Responding to Sexualized Behavior’s -
Evolve
Autism Awareness -
PODDS
Volatile Substance Abuse -
Safe Places for Children
Child, Youth and Family Intervention, Cert IV -
Devange Training
Therapeutic Crisis Intervention -
Safe Places for Children
Hope and Healing -
AHSL
Community Services, Cert IV -
Federation Training
Vinyassa Yoga Teacher, 200hr -
Jessie Fenech
MARAM Collaborative Practice Training -
Gippsland Family Violence Alliance