Summary
Overview
Work History
Education
Skills
Languages
Timeline
Hobbies and Interests
Generic

Bihozagara Ndabagaza

Thurgoona,Australia

Summary

I am a dedicated and passionate community worker with over 5 years of experience in Humanitarian Settlement Program (HSP) roles with Australian Red Cross. Currently pursuing a Bachelor's degree in Biological Science at La Trobe University, Victoria, I am committed to driving meaningful change through effective management, advocacy, and client work. My extensive experience includes working as a bilingual/bicultural worker, volunteering with refugee communities, and serving as a case manager in intensive case management settings. I bring cultural competency, practical expertise, and a deep dedication to empowering vulnerable populations.

Results-driven case management professional with track record of effective client advocacy and support. Experienced in conducting thorough assessments and creating individualized care plans to meet client needs. Collaborates seamlessly with multidisciplinary teams and adapts to dynamic situations to ensure optimal client outcomes.

Overview

10
10
years of professional experience

Work History

Case Manager

Australian Red Cross
11.2023 - Current
  • Initial Assessment and Intake
  • Conducted thorough (SANA) assessments of clients' situations, identifying issues, goals, and necessary interventions.
  • Service Planning and Coordination
  • Coordinated essential services for clients, resulting in improved overall well-being and independence.
  • Assisted clients in navigating housing, legal services and public benefits to gain access to valuable resources.
  • Implementation and Monitoring
  • Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
  • Collaborated with multidisciplinary teams to address client needs and formulate tailored support strategies.
  • Closure and Evaluation
  • Improved client satisfaction by efficiently addressing concerns or grievances in a timely manner.
  • Mandatory Reporting
  • Promoted a safe environment for vulnerable populations by reporting suspected abuse or neglect.
  • Provided crisis intervention support for clients experiencing emergencies, using appropriate techniques to de-escalate situations safely.
  • KPI's
  • Collected, arranged, and input information into database system.
  • Helped meet changing demands by recommending improvements to business systems or procedures.
  • Stakeholder Engagement
  • Coordinated services with other key stakeholders; Albury TAFE AMEP, VRB, STARTTS, Albury Council, Albury Wodonga Health and Education to develop and implement workshops, information sessions and trauma informed interventions.
  • Participated in community events to promote services and engage with public
  • Data and Compliance
  • Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
  • Followed all company policies and procedures to deliver quality work.
  • Professional Development
  • Participated in regular professional development opportunities to stay current on best practices within the field of case management.
  • Team Work
  • Contributed to team discussions and case conferences actively, sharing insights and expertise with colleagues to optimize client support strategies.
  • Provided leadership, guidance and support to staff members.

Acting Team Leader

Australian Red Cross
05.2025 - 05.2025
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Managed conflict resolution among team members, fostering a positive and collaborative work environment.
  • Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.

Bilingual Support Worker, Humanitarian Support Program

Australian Red Cross
11.2020 - 11.2023
  • Provided direct support to clients experiencing emotional distress, coordinating with team leaders to resolve critical well-being issues.
  • Delivered information in clients' first languages, ensuring comprehension of settlement services and community resources.
  • Assisted clients with registration for essential services (Medicare, Centrelink) and built basic digital literacy skills for tasks such as banking and scheduling appointments.
  • Facilitated access to local services, including transport, medical care, cultural resources, and family-friendly facilities.
  • Supported new arrivals in navigating settlement challenges by coordinating with living resources, medical services, and community agencies.
  • Monitored clients' settlement progress, mentoring those at risk of falling behind and collaborating with community navigators to implement timely interventions.
  • Maintained accurate client records and ensured all databases were up-to-date.
  • Contributed to special projects and performed additional responsibilities

Barista Café Assistant

Deja Brew
10.2018 - 10.2019
  • Customer and table service
  • Barista – Coffee and beverage preparation
  • Cleaning and maintaining the drink and food preparation area
  • Managing transactions
  • Safe food handling and storage

Joiner

Franks Furniture and Carpentry
01.2016 - 01.2018
  • Furniture construction and sales
  • Operation of small power equipment
  • Safe chemical handling
  • Work safety
  • Customer service

Education

Bachelor of Science - Biological Science

La Trobe University
Wodonga, VIC
07.2025

Diploma of Community Services - Community Services

Digital NSW TAFE
12.2023

Certificate IV - Community Services

Wodonga TAFE
Wodonga, VIC
12.2021

High School Certificate - undefined

Murray High School
Lavington, NSW
12.2020

Skills

  • Proven ability to lead and motivate HSP team
  • Strong decision-making and problem-solving skills
  • In-depth understanding of working with culturally and linguistically diverse (CALD) communities
  • Comprehensive knowledge of the HSP framework, objectives and compliance requirements
  • NSW Driver's License
  • Working With Children Check
  • Problem-solving
  • Case management
  • Case documentation
  • Documentation and reporting
  • Decision-making

Languages

English
Professional Working
Kinyarwanda
Native or Bilingual
Swahili
Native or Bilingual
French
Limited Working
Kirundi
Native or Bilingual
Kinyamulenge
Native or Bilingual

Timeline

Acting Team Leader

Australian Red Cross
05.2025 - 05.2025

Case Manager

Australian Red Cross
11.2023 - Current

Bilingual Support Worker, Humanitarian Support Program

Australian Red Cross
11.2020 - 11.2023

Barista Café Assistant

Deja Brew
10.2018 - 10.2019

Joiner

Franks Furniture and Carpentry
01.2016 - 01.2018

Diploma of Community Services - Community Services

Digital NSW TAFE

Certificate IV - Community Services

Wodonga TAFE

High School Certificate - undefined

Murray High School

Bachelor of Science - Biological Science

La Trobe University

Hobbies and Interests

Volunteering and Community engagement, 2021: Nominated to Regional Youth Task Force as a member of this year (2021) in NSW., Working with Minister Bronnie Taylor, 2019-2020: Volunteer for newly arrived refugees – Australian Red Cross – HSP Albury, 2016-2019: Nepali-Ethnic Radio Program producer/Presenter - 2REM 107.3 FM, Albury, Wodonga, 2019: Retail Assistance – St Vincent de Paul Society Albury, 2021-Current: Treasurer - Release Good Sheppard Church Wodonga (Religious faith organization)

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Bihozagara Ndabagaza