BIANCA O’SUGhrue
Clyde
Summary
I am a dedicated NDIS Support Coordinator with expertise in case management, culturally sensitive support, and behavioral intervention. Proven ability to develop tailored care plans and foster strong client relationships. Alongside with my experience as a professional in youth and family services, adept at navigating mental health issues and providing crisis intervention. Committed to enhancing client outcomes through effective communication and collaboration with multidisciplinary teams.
Overview
18
18
years of professional experience
Work History
NDIS Support Coordinator Level 2 / 3
Care Nova
03.2021 - Current
- Managing NDIS clients with Core services, completion of Care Plan.
- Work alongside client, and complete initial assessments delivery of services they require, within their Core NDIS plan and funding.
- Devising contracts and services agreements, match support workers with clients. Ensure handovers are completed with the support workers prior to initial meet and greet.
- Referring clients to NDIS providers / services as per requested.
- Regular communication with clients NDIS Support Coordinator.
- Completion of nice month NDIS summary report upon clients and or support coordinator's request.
NDIS Support Coordinator and Recovery Coach Level 2/3
Candella
11.2021 - 01.2024
- Coordinated client intake and assessment processes for service eligibility.
- Assisted NDISclients in navigating available resources and support services.
- Developed Care plans tailored to individual client needs and goals.
- Maintained accurate and confidential client records in compliance with regulations.
- Collaborated with community agencies to enhance service delivery options.
- Facilitated communication between clients, families, and service providers.
- Monitored client progress and adjusted service plans as necessary.
- Developed and maintained relationships with external service providers.
- Participated in staff meetings, trainings, conferences. related to job duties and expectations.
- Acted as an advocate on behalf of clients when appropriate and necessary.
- Assisted clients in accessing and utilizing community resources to meet their needs.
- Collaborated with multidisciplinary teams to coordinate care plans for clients.
- Monitored progress of clients' goals and objectives; including implementation and progress reports.
- Assist and submit NDIS clients with change of circumstances reports to NDIS enquiries team to review and assist the NDIS client current circumstances and advocate for a positive outcome.
- Updated case notes on a daily basis using an electronic database system.
- Provided crisis intervention services, as needed.
- Managed caseloads consisting of up to 20-25 individuals at any given time.
- Maintained accurate records of client interactions and services provided.
- Ensured compliance with all applicable federal, state, local laws and regulations governing human services delivery systems.
- Conducted home visits to ensure safety of clients in their environment.
- Assessed risk factors associated with a variety of mental health issues and developed strategies for managing them effectively.
- Created individualized service plans that addressed each client's unique needs and goals.
- Coordinated transportation services for clients to access necessary medical appointments or other activities outside the home setting.
- Evaluated customer feedback surveys regularly to identify areas where improvements could be made.
- Answered phone calls, provided information and connected callers to appropriate personnel.
- Gathered, entered and updated data to maintain departmental records and databases.
Community Services Care Manager
Home Care Assistance
08.2020 - 03.2021
- Managing a case load 18 plus of NDSI, TAC client’s and Home Care Packages.
- Working alongside the clients, Carers and family members gathering history, conditions and Care plan to devise a Care Plan to each clients.
- Devising contract and budgets to tailor clients needs and supports.
- Regular communication with clients Case Managers, Physio Therapist and Occupational Therapist.
- Completion of 6 and 12 month Client reviews alongside with home visits and Zoom meetings.
- Provide handover to Carers of clients history and Care Routine prior to commencement of the support shift.
Residential Support Worker
Villa Maria
07.2012 - 01.2020
- I provide timely and quality personal and basic medical care, as well as social, recreational and emotional support (one to one and group companionship) to residents with a range of physical, intellectual and mental illness in a residential setting.
- At all times, I exhibit genuine care to clients, building their trust, confidence and respect, as well as encouraging their independence in social settings.
- Reporting and recording detailed case notes of client interests, issues, concerns and incidents in an insightful and useful manner for hand-over and for discussion with locums, driving clients to appointments, general housekeeping, medication administration, meal preparation and sleep-overs.
- Assist in the development and implementation of Behavioural Support and Lifestyle Plans.
- Disability Services
Youth Support Worker and Facilitator
Outlook Employment
01.2016 - 01.2018
- I mentor and support young people with Disability identify as school leavers who required support and skills they require to become positive members of the community, transition from high school to dependent living/ life skills, assist with travel traveling, support with job seeking/ resumes, placement readiness or living within the community and greater self-reliance.
- Promote a caring, healthy, stimulating, safe and secure environment for clients in muletting.
- Act as a positive role model, assessing the needs of clients, supporting links with their family and community. Give social and emotional support.
- Provide general health, wellbeing and lifestyle support to clients, including; medication administration, transportation, behaviour and compliance management. Complete housekeeping, including a chore roster, menu planning, cooking, and cleaning and property maintenance.
- Assist with all intake administrative processes, brief and introduce clients to the home, undertake bag searches, explain facility procedures, values and code of conduct.
- Securely maintain, update, share and store accurate client records, notes, plan outcomes and reports.
Placement Experience
OzChild
09.2015 - 12.2015
- I worked alongside a Case Manager in the running of the Kinship Program for children, aged 0-18 years under Child Protection orders.
- I observed and was involved in the management of complex cases, including those related to family violence, AOD, mental illness, separation and court orders.
- Shadowed and conducted own home visits.
- Attended reconciliation meetings, acted as a witness, and prepared detailed cases notes and minutes.
- Researched community services and programs, prepared and submitted funding applications to DHS on behalf of the client for the approval of personal, recreational and education activities.
- Organised and accompanied clients to appointments, pick-ups and drop offs for visits.
- Maintained and updated case records in accordance with privacy and department policies.
- Kinship Program – Child Protection
- Developed a very good understanding of Family Court Processes, particularly as it related to nonreunification and court orders, as well as DHS operating guidelines.
- Was given the responsibility to research and present a self-care presentation at a Kinship Carer's group, an activity that is usually allocated to Case Managers.
Qualified Team Leader
Jumping Joeys
11.2008 - 07.2012
- In these roles I worked alongside Room Leaders and Centre Directors and supervised Child Care Assistants to appropriately meet the physical care, social, emotional and educational needs of children aged six weeks to 5 years.
- Provided a safe, inclusive and engaging environment for children to enjoy a variety of activities and experiences that enhanced their cognitive, fine motor, gross motor, creativity and imaginary skills.
- Recruited, trained and performance managed a small team of Assistants, ensured they were equipped with the appropriate support and resources to perform their role to the highest standards.
- Provided honest, objective and constructive feedback to parents in relation to a child’s behaviour, social skills, interests, strengths, milestones and concerns.
- Administration: assisted in the maintenance of accurate, succinct and clear records of a child’s daily routine, researched and developed simple learning resources.
Childcare Worker Assistant Reliever
ABC Learning Centre
01.2008 - 11.2008
- As an Assistant at these Centres I supported permanent educators in the provision of high level education and care to infants and children to five years.
- Working across different rooms I assisted with personal, hygiene, toileting and sleep time duties.
- I organised and ran in and outdoor activities, observed children and recorded notes on their progress, interests, behaviour and social interactions.
- I set up, cleaned and packed up rooms, ensured all amenities were stocked and easily accessible to staff, undertook laundry and sanitising of toys and equipment.
Case Worker
Youth Link
- Under the guidance of a Case Manager I provided assistance to clients of CALD backgrounds requiring employment, health/medical, child care and financial support.
- This involved intake and assessment to determine immediate and long term needs, provide access to material aid and referrals to other support services.
- At all times, I maintained accurate records of discussions, SMART goals, plans and referrals.
Volunteer Food Services Assistant
Joey’s Van
Dandenong
- In this rewarding and at times challenging role I prepare and serve food to the homeless and disadvantaged in the Dandenong area.
- This is a great opportunity for me to be involved in my local community, get to know and understand those who are less fortunate than myself and appreciate all the good I have in my life.
Receptionist
Cyrene Centre
- Meet and greet clients, provide information about centre services, ie: counseling, education and interventions, referrals.
- I communicate with a diverse client group, at all times demonstrating empathy and sensitivity to their situation.
- Family Support Centre (Focus: Drug & Alcohol Dependence)
Education
Dual Diploma - Community Services and Case Management
Holmesglen Tafe
Certificate IV - Child, Youth and Family Trauma
Melbourne Polytechnic Services
Diploma - Children’s Services
Holmesglen Tafe
Skills
- Youth & Family Services
- Developmental milestones knowledge
- Social relationship management
- Behavioural Support Plans
- Family dynamics understanding
- Culturally sensitive support
- Disability Services knowledge
- Case Management
- Mental health issues awareness
- Communication skills
- Behavioural intervention skills
- Personal care assistance
- Interpersonal skills
- Professional boundaries maintenance
- Microsoft Office proficiency
- Client Information Systems usage
Affiliations
- Practicing Level 1 Australian Community Worker’s Association (ACWA)
- WWCC - Current
- Victorian Police Check - Current
- Driver Licence (VIC) - Full
- Comprehensive Insurance
Key Professional Competencies
- Inhouse Bookkeeper, Real Estate Development Company, XX/XX - XX/XX, Maintained financial books, Tracked expenses, Prepared and submitted invoices, Oversaw payroll
- Accounting Intern, Olson Harris Ltd., Vallejo, CA, XX/XX - XX/XX, Assisted with payroll and Pensions service management for 150+ employees, Prepared invoices for more than 200 clients
Community Welfare And Support Experience
- NDIS Support Coordinator Level 2 / 3 (Casual), Care Nova, Current - 03/2021, Work alongside client, and complete initial assessments delivery of services they require, within their Core NDIS plan and funding, Devising contracts and services agreements, match support workers with clients, Ensure handovers are completed with the support workers prior to initial meet and greet, Referring clients to NDIS providers / services as per requested, Regular communication with clients NDIS Support Coordinator, Completion of nice month NDIS summary report upon clients and or support coordinator's request
- NDIS Support Coordinator and Recovery Coach Level 2/3 (Part-time), Candella, 11/2021 - 2024
- Community Services Care Manager (Part-time), Home Care Assistance, 08/2020 - 03/2021, Managing a case load 18 plus of NDSI, TAC client’s and Home Care Packages, Working alongside the clients, Carers and family members gathering history, conditions and Care plan to devise a Care Plan to each clients, Devising contract and budgets to tailor clients needs and supports, Regular communication with clients Case Managers, Physio Therapist and Occupational Therapist, Completion of 6 and 12 month Client reviews alongside with home visits and Zoom meetings, Provide handover to Carers of clients history and Care Routine prior to commencement of the support shift
- Youth Support Worker and Facilitator (Part-time), Outlook Employment Youth Services (Steps), 01/2016 - 12/2018, Mentor and support young people with Disability identify as school leavers who required support and skills they require to become positive members of the community, Transition from high school to dependent living/ life skills, Assist with travel traveling, support with job seeking/ resumes, placement readiness or living within the community and greater self-reliance
- Residential Support Worker (Casual), Villa Maria, Disability Services, 07/2012 - 2020, Provide timely and quality personal and basic medical care, as well as social, recreational and emotional support to residents with a range of physical, intellectual and mental illness in a residential setting, Reporting and recording detailed case notes of client interests, issues, concerns and incidents
- Qualified Team Leader, Jumping Joeys, 11/2008 - 07/2012, Worked alongside Room Leaders and Centre Directors and supervised Child Care Assistants, Provided a safe, inclusive and engaging environment for children
- Childcare Worker Assistant Reliever, ABC Learning Centre Select Education, 01/2008 - 11/2008
Placement Experience
Kinship Program – Child Protection, OzChild, 09/2015 - 12/2015, Worked alongside a Case Manager in the running of the Kinship Program for children, aged 0-18 years under Child Protection orders, Shadowed and conducted own home visits, Attended reconciliation meetings, acted as a witness, and prepared detailed cases notes and minutes
Computer Technical Skills
- Intermediate proficiency in Microsoft Office Programs; Word, Excel, PowerPoint and Outlook
- Experienced in the use of Client Information Systems to document client observations, progress, incidents, behavior and lifestyle plan outcomes
Community Service
- Youth Link, Noble Park, Case Worker, Provided assistance to clients of CALD backgrounds requiring employment, health/medical, child care and financial support
- Joey’s Van – Dandenong & St Joseph’s Parish, Springvale, Volunteer Food Services Assistant, Prepare and serve food to the homeless and disadvantaged in the Dandenong area
- Cyrene Centre – Family Support Centre, Receptionist, Meet and greet clients, provide information about centre services
References
Reference details will be provided upon request.
Professional Career Overview
I am a confident, passionate, and dedicated individual with experience as a NDIS Support Disability, Mental Health, Youth Support Worker, Early Childhood Educator, Team Leader and Disability Support Worker / SDA Key worker, Intake, Assessment and Case Worker. My experience is supported by qualifications in Community Services and Case Management. I am also actively involved as a volunteer with local community groups in the areas of Youth, Homelessness, and Family Support Services. With a strong community-oriented approach, I bring excellent communication and interpersonal skills to this role, the ability to work collaboratively with mutual respect and trust, and a determined attitude.
Professional Development
- Epilepsy Awareness Training
- Peg Feeding
- Apply First Aid (Level III)
- Basic Life Support & CPR
- Medication Endorsed
- Manual Handling
Timeline
NDIS Support Coordinator and Recovery Coach Level 2/3
Candella
11.2021 - 01.2024
NDIS Support Coordinator Level 2 / 3
Care Nova
03.2021 - Current
Community Services Care Manager
Home Care Assistance
08.2020 - 03.2021
Youth Support Worker and Facilitator
Outlook Employment
01.2016 - 01.2018
Placement Experience
OzChild
09.2015 - 12.2015
Residential Support Worker
Villa Maria
07.2012 - 01.2020
Qualified Team Leader
Jumping Joeys
11.2008 - 07.2012
Childcare Worker Assistant Reliever
ABC Learning Centre
01.2008 - 11.2008
Case Worker
Youth Link
Volunteer Food Services Assistant
Joey’s Van
Receptionist
Cyrene Centre
Dual Diploma - Community Services and Case Management
Holmesglen Tafe
Certificate IV - Child, Youth and Family Trauma
Melbourne Polytechnic Services
Diploma - Children’s Services
Holmesglen Tafe