BROOKE SHEPPEARD
Silverdale,NSW
Summary
Experienced community service worker with an administration and office support background. I have complicated my Diploma of Community services and would like to further develop my career.
Overview
8
8
years of professional experience
Work History
CASE WORK SUPPORT WORKER
Department of Communities and Justice
10.2022 - Current
- Actively and directly supporting case workers daily by preparing reports, gathering information, coordinating meetings, making referrals and completing timely and accurate case notes
- Triaging and assessing incoming referrals for ITC placements
- Liaised with internal and external stakeholders to further assess referrals
- Managed a high traffic inbox, directed emails to the correct recipient and answered as required
- Managed and updated multiple data bases using excel
SENIOR CLAIMS SUPPORT OFFICER
Department of Veteran Affairs
07.2021 - 10.2022
- Provided administrative support to the client benefit team
- Completed claims for Veteran compensation and exceeded KPIS
- Managed a high traffic national inbox and responded as required
- Provided customer service for veterans requiring further information on their claims
- Referred to relevant policy and legislation for claim related decision making
- Trained support officers in the claims process
SERVICE OFFICER
Services Australia
04.2020 - 07.2021
- Resolved customer enquires and escalated where appropriate
- Assess customers needs, requirements, entitlements and obligations
- Provided customer service support at initial point of contact, including meeting and greeting and streaming customers to the appropriate service channel
- Identifying and prioritizing customers who are potentially vulnerable in distress or who have accessibility issues
- Maintained current knowledge and understanding of the relevant organisational and departmental policies, procedures and guidelines to make informed decisions regarding claims processing of complex claims, data entry and outbound telephony
SENIOR SUPPORT WORKER
AFFORD
04.2017 - 04.2020
- Supported clients in their chosen program to progress towards their individual goals and ensure the meet their requirements under their NDIS plan
- Managed the administration of the site and ensured monthly KPIS were met
- Completed case notes, personal life plan, medical reports and NDIS reports
- Encouraged positive and socially appropriate behaviour , and effectively manage challenging behaviours
- Liasing with family members and other stakeholders in a collaborative and supportive manner
Education
DIPLOMA OF COMMUNITY SERVICES -
Strategix College
01.2018
HSC -
Glenmore Park High School
01.2015
Skills
- Microsoft office skills
- Administration
- Skills training
- Customer service skills
- Database management
- Multitasking
- Communication skills
Timeline
CASE WORK SUPPORT WORKER
Department of Communities and Justice
10.2022 - Current
SENIOR CLAIMS SUPPORT OFFICER
Department of Veteran Affairs
07.2021 - 10.2022
SERVICE OFFICER
Services Australia
04.2020 - 07.2021
SENIOR SUPPORT WORKER
AFFORD
04.2017 - 04.2020
HSC -
Glenmore Park High School
DIPLOMA OF COMMUNITY SERVICES -
Strategix College
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