Arlene Gaffney

• Spearheaded the development and implementation of systems and procedures for the Redress Service, enhancing service delivery for clients.
• Led and mentored a team of 20 counsellors and senior counsellors, cultivating a collaborative, high-performing workplace culture.
• Drove a 100% increase in client engagement for helpline services over five years (2019–2024).
• Authored detailed reports for the Blue Knot Executive, Board, and funders, consistently meeting KPIs, strategic goals, and compliance requirements.
• Designed and embedded the Clinical Governance Framework to strengthen service quality and accountability.
• Established service-level KPIs and partnered with the Operations Team to develop robust reporting metrics.
• Collaborated across teams to enhance response times and elevate service standards.
• Facilitated staff onboarding and training, ensuring a thorough understanding of operational procedures and tools.
• Managed the annual service budget, supporting financial sustainability and strategic growth.
• Founded and led the New South Wales & ACT Redress Support Services Advocacy Action Group to advance sector advocacy.
• Worked closely with the Executive to design and implement a major restructure across telehealth services.

• Developed operational plans that aligned strategic objectives with Telehealth service delivery.
• Led the co-design of a trauma-informed service delivery model in collaboration with survivors of complex trauma, improving client outcomes.
• Adapted service delivery processes in response to changes in legislation and recommendations from the Scheme's Two-Year Review, ensuring best practices were followed.
• Developed a risk register for telehealth services to support both practitioner-level and service-level management.
• Collaborated with external stakeholders, including government and interagency meetings.
• Monitored service performance metrics to identify areas for improvement and increased efficiency.
• Hired, trained and supervised a team of highly skilled counsellors across both services.
• Monitored service staff performance and provided feedback for improvement.
• Collaborated with the Executive to prepare both telehealth services for accreditation against the National Mental Health Quality & Safety Standards.

• Coordinated service delivery to ensure client satisfaction and operational efficiency.
• Managed the transition of office-based service delivery to functioning 100% remote working.
• Managed scheduling and logistics for service appointments, optimising resource allocation.
• Developed and maintained relationships with stakeholders to enhance service experience and retention.
• Assisted in training new staff on procedures to ensure consistent service quality.
• Led the change management process of a digital transition during Covid from telephone based working to a Salesforce Client Management System & Natterbox digital telephone system.

Program Coordinator – Building Resilience in Children (BRIC) Program.

• Led the strategic development and implementation of the Building Resilience in Children (BRIC) Programme, supporting children and caregivers impacted by trauma, including survivors of domestic violence.
• Provided supervision and professional development for a multidisciplinary team, fostering trauma-informed clinical practice and high-quality care.
• Researched, designed, and facilitated evidence-informed therapeutic groups focused on attachment and trauma therapy for caregivers and children affected by domestic violence.
• Certified trainer in the Circle of Security programme, delivering specialist attachment-focused interventions to families experiencing trauma.
• Developed and embedded electronic record-keeping and internal evaluation systems to enhance service delivery and quality assurance.
• Forged strong partnerships with health and community agencies to strengthen referral pathways for survivors of domestic violence and their children.
• Maintained a therapeutic caseload, providing direct trauma-informed support to families impacted by domestic violence.

• National Clinical Practice Lead, Migration Support Program.
• Led clinical governance, quality assurance, and compliance efforts for client service teams working with refugees, asylum seekers, and survivors of human trafficking.
• Researched, designed, and facilitated training programs for front-line staff to enhance skills in delivering services to migrants.
• Managed budgets and contributed to workforce planning and program expansion in the humanitarian settlement sector.
• Partnered with Senior Managers to design and launch Strengths and Needs Assessment Framework (SANAF), a framework that improved the consistency and quality of clinical practice by standardising client assessments and responses to risk.
• Led cross-functional teams to enhance practice efficiency and client satisfaction.
• Developed strategic initiatives to streamline operations and improve service delivery.
• Mentored junior staff, fostering professional growth and enhancing team performance.
• Implemented best practices in project management to optimise resource allocation.

• Delivered high-quality therapeutic interventions for individuals, couples and families affected by the Royal Commission into Institutional Responses to Childhood Sexual Abuse, demonstrating clinical expertise in trauma-focused care.
• Provided telephone and online counselling services to clients impacted by domestic and family violence, as well as adult sexual assault, ensuring support was accessible, empathetic and effective.
• Demonstrated advanced skills in trauma containment and rapid assessment of client needs, facilitating appropriate referrals and safeguarding client wellbeing.
• Specialised in delivering brief therapeutic interventions for clients presenting with complex trauma and mental health challenges, adapting approaches to suit diverse presentations.
• Excelled in crisis intervention, risk assessment and trauma-informed practice, consistently promoting client safety and resilience.
• Contributed to research on best practice therapeutic modalities for families affected by family and domestic violence, enhancing service delivery through evidence-based approaches.
• Utilised a range of therapeutic techniques to support both victims of violence and individuals displaying abusive behaviours, promoting positive behavioural change.
• Ensured precise and comprehensive case documentation, maintaining timely and accurate written records to support clinical governance.
• Collaborated on trauma-informed research projects, enhancing proficiency in therapeutic modalities and contributing to sector knowledge.
• Coordinated workflow across national telephone counselling services, optimising operational efficiency and service consistency.
• Demonstrated thorough understanding and application of mandatory reporting guidelines, ensuring prompt and accurate report writing in line with legal requirements.

• Led multidisciplinary teams in developing and implementing clinical protocols to enhance trauma-informed client care standards.
• Developed the function and structure of the clinical lead position in the immediacy of the service delivery model initiation.
• Implemented and supported the running of the service delivery model and supported staff to ensure the model functioned.
• Developing strong communication skills when running the “briefing” and “ debrief” and being the individual responsible for communication flow across days to case workers, team leaders, coordinators and managers.
• Ensured consistency of systems and procedures across sites through clear communication across both sites.
• Strengthened my skills in clinical program management.
• Identifying trends of staffing, client numbers, escalations, procedural difficulties and under-resourcing.
• Identified areas of quality improvement individually and systemically.
• Streamlined workflow processes, resulting in improved operational efficiency and patient outcomes across departments.
• Mentored junior staff, fostering professional growth through training sessions and performance evaluations.
• Conducted regular audits of clinical practices to ensure compliance with regulatory standards and best practices.

• Asylum Seekers Assistance Scheme Case Worker – Migration Support Programs.
• Delivered comprehensive, client-centred support, conducting thorough needs assessments and advocating for tailored services to meet individual client requirements.
• Provided ongoing case management, continuously reviewing and evaluating client needs to ensure effective and responsive support.
• Enhanced conflict resolution abilities by sensitively conveying complex and challenging information to vulnerable clients, maintaining professionalism and empathy throughout.
• Researched, designed, and delivered specialist training on De-Escalation strategies, specifically developed for practitioners working with refugee populations.
• Demonstrated strong time management and prioritisation skills, efficiently managing high caseloads and meeting tight deadlines in a dynamic environment.
• Developed an innovative Child Protection Assessment Tool, now utilised by case workers across all Migration Support Programme services to strengthen safeguarding practices.
• Collaborated with case workers, team leaders, and coordinators to establish a Child Protection Mentor Group, promoting best practice and peer support across the programme.

• Managed the Alcohol and Other Drugs Programme, ensuring robust clinical governance, rigorous quality assurance, and continuous staff professional development.
• Designed and implemented evidence-based assessment methodologies for residents, tailoring interventions to individual needs.
• Developed and delivered psycho-educational group sessions focused on fostering healthy relationships and encouraging positive parenting, with a particular emphasis on addiction and co-occurring disorders.
• Effectively supervised, delegated tasks to, and supported support workers, ensuring collaborative working practices among practitioners, senior practitioners, and the clinical leadership team.
• Proactively identified and mitigated clinical and non-clinical risks by adhering to organisational philosophy, policies, procedures, and service contracts.
• Provided counselling and educational support to residents, helping to reduce the impact of intergenerational trauma through guidance on healthy, safe parenting and the promotion of positive relationships.

• Designed and implemented both accredited and non-accredited training programmes, ensuring a broad and accessible range of learning opportunities for staff and volunteers.
• Collaborated closely with the training and development team, as well as external partners such as higher education institutions, NHS Boards, and other organisations, to strategically plan and deliver high-quality training courses.
• Worked in partnership with key stakeholders to produce clear, engaging and evidence-based training materials across various formats, ensuring alignment with current best practice and drawing upon a wide range of relevant literature and resources.

• Designed, developed and delivered comprehensive training programmes on subjects including ritual abuse, alcohol and drug addiction, mental health, childhood sexual abuse, equality and diversity, and support skills.
• Led the creation and implementation of a training curriculum for volunteer support workers as part of the launch of the East Lothian Sexual Assault Service.
• Effectively promoted training initiatives by organising and facilitating open days to raise awareness and engagement for the East Lothian Sexual Assault Service.
• Compiled detailed training reports and managed training budgets, providing regular updates to the Board of Management.
• Delivered both short- and long-term counselling to individuals affected by sexual abuse, supporting their recovery and wellbeing.
• Provided advocacy services and proactively collaborated with local support organisations to build a robust network of support for service users.