Brooke Harkensee
Bairnsdale,VIC
Summary
I have an arrange of experiences can work independently or in a team environment. I can handle daily functions and meet customer needs. Collaborative worker with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Dedicated professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organisational brand. Customer-focused professional with successful Number of years career in age care.
Organised and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking, trustworthy, caring and passionate.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Manager of Aged Care Services HCP, HACC, CHSP
Gippsland And East Gippsland Aboriginal Co-operati
Bairnsdale, VIC
07.2021 - Current
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Maximized performance by monitoring daily activities and mentoring team members.
- Onboarded new employees with training and new hire documentation.
- Cross-trained existing employees to maximize team agility and performance.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Ensured compliance with industry regulations and legal requirements by implementing comprehensive policies and training programs for staff members.
- Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members.
- Planned and budgeted accurately to provide business with resources needed to operate smoothly.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Championed diversity and inclusion efforts within the workplace, resulting in an inclusive environment that fostered creativity and innovation among employees from various backgrounds.
- Cultivated partnerships with external stakeholders to maximize business opportunities and extend network reach within the industry sector.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Developed detailed plans based on broad guidance and direction.
Hacc/ Chsp co-ordinator
Gippsland and East Gippsland Aboriginal Co-operative - Elders, Hacc and Disability department
Bairnsdale, VIC
01.2017 - 07.2021
- Developed personalized care plans to address individual needs and promote optimal wellbeing.
- Organized community outreach events, increasing awareness of available resources and support services.
- Identified opportunities for grant funding, successfully securing additional resources for program expansion and improvement initiatives.
- Conducted regular assessments of program effectiveness, identifying areas for improvement and implementing changes as needed.
- Increased access to services by establishing partnerships with other healthcare facilities in the region.
Disability Support Planner
Gippsland and East Gippsland Aboriginal Co-operative Elders, Hacc and Disability department
Bairnsdale, VIC
01.2012 - 01.2017
- Improved client independence by developing personalized support plans tailored to individual needs and goals.
- Enhanced quality of life for clients with physical and intellectual disabilities through compassionate care and assistance.
- Assisted clients in reaching personal goals through targeted skill-building activities and therapeutic interventions.
- Provided emotional support to clients during challenging times, fostering resilience and coping skills.
- Facilitated community integration for clients by organizing outings, social events, and other opportunities for engagement.
- Developed strong interpersonal relationships with clients, earning their trust and respect through consistent empathy and understanding.
- Communicated regularly with family members about client progress, addressing any concerns or questions promptly.
- Advocated fiercely on behalf of clients when necessary to ensure their rights were respected in various settings such as education or healthcare environments.
- Coordinated transportation arrangements for clients to attend medical appointments or partake in social activities safely.
- Drove clients safely to social activities and appointments.
- Maintained detailed records of patient progress, documentation of services and case notes.
- Conducted in-home visits to provide supportive services.
- Managed caseload to satisfy multiple patients with diverse needs.
Kinship case manager
Gippsland and East Gippsland Aboriginal Co-operative family services - Outer home care
01.2010 - 01.2012
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Enhanced communication between clients and providers through consistent follow-ups and progress updates.
- Advocated for client rights when interacting with external agencies or institutions, ensuring fair treatment at all times.
- Contributed to team discussions and case conferences actively, sharing insights and expertise with colleagues to optimize client support strategies.
Family support worker
Gippsland and East Gippsland Aboriginal Co-operative family services - intergrade family support worker
01.2008 - 01.2010
- Enhanced family stability by providing comprehensive support and resources tailored to individual needs.
- Connected families with community resources such as housing assistance, financial aid programs, and educational opportunities.
- Developed strong rapport with clients, fostering trust necessary for effective intervention.
- Strengthened families'' resilience through crisis intervention, counseling, and referral services.
Reception
Kee Enterprises
Bairnsdale, VIC
01.2001 - 01.2010
- Provided exceptional customer service, addressing inquiries and resolving issues promptly.
- Organized company events and meetings, fostering positive relationships among colleagues and clients alike.
- Managed office supply inventory, keeping supplies well-stocked while controlling expenses.
- Streamlined appointment scheduling for increased accuracy and improved customer satisfaction.
- Improved communication between departments by regularly updating contact lists and facilitating interdepartmental correspondence.
- Assisted with various administrative tasks, contributing to the overall smooth operation of the office.
Carer
Gippsland and East Gippsland Aboriginal Co-operative family services- outer home care / group home
01.2006 - 01.2009
- Built strong relationships with clients to deliver emotional support and companionship.
- Assisted patients with daily living activities, promoting independence and dignity.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Used adaptive equipment like lifts walkers wheelchairs safely efficiently improving accessibility mobility independence.
Support worker
Gippsland and East Gippsland Aboriginal Co-operative - Willaneen women's shelter
01.2006 - 01.2008
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Helped clients manage and reach individual goals, supporting independent progression and social skills.
- Enhanced the quality of care for clients by providing personalized support and assistance with daily living activities.
- Transported clients to appointments, shopping venues and entertainment events according to determined schedule.
Waitress
Bairnsdale RSL
01.2003 - 01.2005
- Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
- Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
- Maintained clean and welcoming dining environment, ensuring a positive guest experience.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
Waitress
Mitchell River Tavern
01.1998 - 01.2003
- Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
- Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
- Maintained clean and welcoming dining environment, ensuring a positive guest experience.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Used cash registers and credit card machines to cash out customers.
- Supported teamwork atmosphere among staff members through clear communication and collaboration during shifts.
- Greeted new customers, discussed specials, and took drink orders.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Collaborated with team members to consistently provide efficient service during peak hours.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Bussed and reset tables to keep dining room and work areas clean.
- Managed cash transactions accurately, ensuring proper change was provided to customers as needed.
- Followed health and safety regulations relevant to hospitality industry to minimize accidents, incidents and liability to restaurant.
- Built rapport with regular customers through friendly interactions and attentiveness to their preferences.
Personal assistant/ payroll
Gippsland and East Gippsland Aboriginal Community Development Employment program
01.1999 - 01.2001
Kitchen hand/ waitress
Lindenow Pub
01.1993 - 01.1998
Education
Diploma of community service -
Tafe gippsland/ GEGAC
01.2020
Cert 3 in home and community care - didn't complete placement hours -
Partners in training
01.2013
Completed Year 12 -
Bairnsdale Secondary College
01.1998
Skills
- Team Leadership
- Time Management
- Verbal and written communication
- Complex Problem-Solving
- Staff Management
- Schedule Preparation
- Workforce Management
- Teamwork and Collaboration
- Customer Service
- Computer Skills
- Scheduling and Coordinating
- Administration and Reporting
- Shift Scheduling
Certification
First aid
Safe food handling
Personal Information
I am flexible, reliable and possess excellent time keeping skills. I am an enthusiastic, self-motivated, reliable, responsible and hard working person. I am a mature team worker and adaptable to all challenging situations. I am able to work well both in a team environment as well as using own initiative.
Other Credentials
Current driver’s license
Current working with children’s check
Current police check
NDIS worker screening clearance
Safe food handling certificate
Timeline
Manager of Aged Care Services HCP, HACC, CHSP
Gippsland And East Gippsland Aboriginal Co-operati
07.2021 - Current
Hacc/ Chsp co-ordinator
Gippsland and East Gippsland Aboriginal Co-operative - Elders, Hacc and Disability department
01.2017 - 07.2021
Disability Support Planner
Gippsland and East Gippsland Aboriginal Co-operative Elders, Hacc and Disability department
01.2012 - 01.2017
Kinship case manager
Gippsland and East Gippsland Aboriginal Co-operative family services - Outer home care
01.2010 - 01.2012
Family support worker
Gippsland and East Gippsland Aboriginal Co-operative family services - intergrade family support worker
01.2008 - 01.2010
Carer
Gippsland and East Gippsland Aboriginal Co-operative family services- outer home care / group home
01.2006 - 01.2009
Support worker
Gippsland and East Gippsland Aboriginal Co-operative - Willaneen women's shelter
01.2006 - 01.2008
Waitress
Bairnsdale RSL
01.2003 - 01.2005
Reception
Kee Enterprises
01.2001 - 01.2010
Personal assistant/ payroll
Gippsland and East Gippsland Aboriginal Community Development Employment program
01.1999 - 01.2001
Waitress
Mitchell River Tavern
01.1998 - 01.2003
Kitchen hand/ waitress
Lindenow Pub
01.1993 - 01.1998
Diploma of community service -
Tafe gippsland/ GEGAC
Cert 3 in home and community care - didn't complete placement hours -
Partners in training
Completed Year 12 -
Bairnsdale Secondary College