Bridget Tracy
Lake Munmorah,NSW
Summary
Accomplished leader with a proven track record at Wesley Mission, enhancing service delivery through effective team management and client advocacy. Skilled in crisis intervention and staff development, I've driven significant improvements in client satisfaction and operational efficiency. Expert in CRM software and compassionate client interactions, I excel in high-stakes environments, ensuring safety and compliance.
Overview
20
20
years of professional experience
Work History
Contact Supervisor
Wesley Mission
12.2023 - Current
- Contact supervision, mentoring, and transport of children and young people with families and significant others.
- De-escalated stressful situations through individual and family crisis interventions.
- Helped clients develop new coping mechanisms and techniques to drive behaviour modification.
- Supported clients and families with empathy and compassion during difficult times.
- Develop court-ready reports and case records, with required deadlines.
Team Leader, Contact Services
Wesley Mission
01.2023 - 12.2023
- Lead a team of 20 casual staff to provide an average of 120 services each week.
- Develop a collaborative, creative and positive workplace culture with a focus on providing service to children and families.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Manage new hiring, induction and developed of team members skills through targeted coaching sessions, resulting in improved individual performance.
- Promoted culture of continuous improvement by encouraging feedback from all organizational levels and implementing actionable changes.
- Established clear communication channels to facilitate timely exchange of information between team members and stakeholders.
- Built and maintained strong client relationships, leading to repeat business and referrals.
- Enhanced communication strategies, ensuring clear and timely information exchange within team and with clients.
- Developed risk management plans, ensuring safe delivery of service for clients and team members.
- Optimized resource allocation, ensuring services were delivered within budget and scope.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
Carer Compliance Officer
Challenge Community Services
10.2022 - 01.2023
- Managing compliance of foster carers, conducting annual reviews and carer recruitment, and training activities.
- Managing placement requests of children and young people for respite and emergency care, restoration, and long-term care.
Carer Support Practitioner - Intake and Placement
Veritas House
02.2020 - 07.2022
- Managing placements of children and young people in Out of Home Care.
- Coordination and management of placement matching decisions and external respite requests.
- Provide support and training to newly authorised carers, and provide consultation on all placements that are at risk of disruption.
- Management of compliance with legal, probity, and policy requirements.
Carer Recruitment Officer
Veritas House
10.2017 - 02.2020
- Achieved 50 new carer household authorisations
- Coordination and delivery of high-quality carer recruitment, assessment, and training services within a trauma-informed practice framework.
- Development and implementation of marketing and recruitment strategies, facilitation of carer training, candidate evaluation and assessment.
- Coordinate campaigns to attract suitable carer applicants.
- Provide support to cares to maintain placements.
Contact Worker
Veritas House
11.2016 - 11.2017
- Family time supervision, transport and mentoring children and young people who are placed in Out of Home Care.
- Provide detailed court ready reports, within deadlines.
- Communicate with case managers and key stakeholders including Children Helpline when required.
- Liaise with other health professionals, service providers and schools; case management; transport and other community groups and organisations to ensure children and young people are kept safe.
Training Coordinator
Westfund Health
09.2008 - 07.2014
- Plan, coordinate and deliver generic and customised employee training and development programs, including WHS, ethical and customer service standards.
- Coordination and delivery of new employee induction training. Development of appropriate training resources to ensure compliance with workplace and code requirements.
- Manage budgets and develop annual training plans. Liaising with key internal and external stakeholders including RTO's and facilitators.
Branch Manager
Westfund Health
01.2006 - 09.2008
- Lead a team of 29 staff, including Dentists, Dental Assistants, Administration Staff, Optometrists, and Customer Service staff.
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Managed branch financials including budgeting, forecasting, and expense tracking for accurate reporting and decision-making support.
- Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
- Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
- Ensured regulatory compliance through diligent adherence to industry standards, guidelines, and company policies.
Call Centre Manager
Westfund Health
09.2004 - 02.2006
- Oversaw daily operations of the customer service department, effectively managing resources to meet targets consistently.
- Reduced customer complaints by addressing concerns proactively and implementing effective solutions.
- Spearheaded initiatives aimed at enhancing overall service quality, driving significant improvements in customer satisfaction ratings.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Assisted marketing team on short-term and long-term promotional projects and provided regular updates on status and progress.
Education
Accredited Therapist - Parenting Under Pressure
Griffith University
NSW2021
Certificate - Therapeutic Crisis Intervention
Challenge Community Services
Tuggerah2022
Accredited Trainer - Healing From Trauma
Department of Communities And Justice
NSW2022
Certificate - Mental Health First Aid
Mental Health First Aid Australia
Bathurst, NSW2021
Shared Lives Training -
Australian Community Workers Association
Sydney2018
Workshop - Cultural Connections
AbSec
NSW2018
Attendance Certificate - Step By Step (Carer Assessment)
Australian Community Workers Association
Sydney2018
Diploma - Community Services
TAFE Western Institute
Bathurst2017
Certificate IV - Project Management
Australian Federation of Employers And Industries
Sydney2013
Certificate IV - Training And Assessment
VERTO
Bathurst2010
Skills
- CRM software expertise
- Attention to Detail
- Compassionate
- Assessment skills
- Analytical Thinking
- Client Advocacy
- Conflict Resolution
- Risk Assessment and safety planning
- Client Confidentiality
- MS Office
- Crisis Intervention Techniques
- Data collection and management
- Staff Training and Onboarding
- Staff Development
- Records Management
- Cultural Competency
- Mandatory Reporting Procedures
- Mental Health Training
- Therapeutic Crisis Intervention (TCI)
Timeline
Contact Supervisor
Wesley Mission
12.2023 - Current
Team Leader, Contact Services
Wesley Mission
01.2023 - 12.2023
Carer Compliance Officer
Challenge Community Services
10.2022 - 01.2023
Carer Support Practitioner - Intake and Placement
Veritas House
02.2020 - 07.2022
Carer Recruitment Officer
Veritas House
10.2017 - 02.2020
Contact Worker
Veritas House
11.2016 - 11.2017
Training Coordinator
Westfund Health
09.2008 - 07.2014
Branch Manager
Westfund Health
01.2006 - 09.2008
Call Centre Manager
Westfund Health
09.2004 - 02.2006
Accredited Therapist - Parenting Under Pressure
Griffith University
Certificate - Therapeutic Crisis Intervention
Challenge Community Services
Accredited Trainer - Healing From Trauma
Department of Communities And Justice
Certificate - Mental Health First Aid
Mental Health First Aid Australia
Shared Lives Training -
Australian Community Workers Association
Workshop - Cultural Connections
AbSec
Attendance Certificate - Step By Step (Carer Assessment)
Australian Community Workers Association
Diploma - Community Services
TAFE Western Institute
Certificate IV - Project Management
Australian Federation of Employers And Industries
Certificate IV - Training And Assessment
VERTO
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