Catherine Hogden-Mercado
Westmead,Australia
Summary
Senior Case Manager with expertise in crisis intervention and client advocacy at EVOLVE HOUSING. Enhanced service delivery through effective project management and strategic data analysis. Demonstrated ability in staff coaching and leadership, resulting in improved client outcomes. In-depth knowledge of social housing policies supports the comprehensive execution of services.
Overview
30
30
years of professional experience
Work History
Senior Case Manager
EVOLVE HOUSING
Parramatta
01.2024 - Current
- Supporting management in developing and implementing service procedures for the new project.
- Extensive working knowledge of social housing polices and procedures.
- Provide direct support and case management to clients with complex needs.
- Work to the principles that underpin the Collaborative Recovery Model (CRM) protocols.
- Engage with clients and develop trusting, professional relationships.
- Work closely with Housing Manager Officers to deliver the best possible, comprehensive service to consumers.
- Provide coaching and mentoring at the practice level to staff.
- Work within a holistic framework, taking into account the needs of clients, family, carers, and other community members, and providing culturally appropriate service responses.
- Participated in case conferences with a multi-disciplinary team to discuss client care planning and progression.
- Provided crisis intervention services in emergency situations.
Service Manager
NEAMI NATIONAL PENRITH
03.2021 - 01.2024
- Working with HOMES NSW, collaborating to sustain tenancies at risk.
- Delegating and directing service tasks, monitoring the progress of the current project, and managing service team members to ensure the team's objectives.
- Maintaining a strong working knowledge of all industry standards and practices, as well as the company's products and services.
- Developing and implementing service procedures.
- Performing administrative tasks, such as managing and processing invoices, and tracking inventory.
- Maintaining customer relationships with internal and external stakeholders.
- Ensuring the team adheres to best practices and meets service-level agreements.
- Monitoring department issues and client complaints to develop methods for reducing recurring problems.
- Planning the activities and resources of the project from its initiation to its closeout.
- Ensuring stakeholder satisfaction and communication.
- Solving issues that arise during the project.
- Organising and motivating a project team.
- Delegating tasks to the team members.
- Controlling time management and meeting deadlines.
- Cost estimating and developing a budget.
- Monitoring the progress and quality of the project.
- Delivering the project on time, within budget, and to scope.
- Data collection, analysis, and reporting on project/program outcomes.
- Working with HOMES NSW
Senior Community Support Worker
NEAMI NATIONAL CAMPBELLTOWN
02.2019 - 03.2021
- Company Overview: HOME NSW – Social Housing - Campbelltown
- Supporting management in developing and implementing service procedures for a new project
- Provide direct support and case management to clients so they gain/maintain a sense of safety and well-being
- Together with the consumer regularly monitor their progress towards their identified housing needs
- Work to the principles that underpin the Collaborative Recovery Model (CRM) protocols.
- Engage clients and develop trusting and professional relationships
- Work closely with Client Service Officers from FACS in order to deliver the best possible comprehensive service to consumers
- Work within a holistic framework taking into account the needs of clients, family, carers and other members of the community and provide culturally appropriate service responses
- HOME NSW – Social Housing - Campbelltown
Senior Community Support Worker
NEAMI NATIONAL CAMPBELLTOWN
01.2015 - 01.2019
- The Macarthur Accommodation and Access Program (MAAP) provides support to single men and couples without children who are homeless or at risk of homelessness.
- Support and access community resources to link clients into stable housing and/or a sustainable support arrangement.
- Assessment and support of clients with array of complex needs and issues which include physical health conditions, mental health issues, trauma and/or substance misuse.
- Work closely with FACS Housing staff supporting clients to best access FAS housing products and services.
- Training and monitoring staff
Senior Practice Leader
NEAMI NATIONAL CAMPBELLTOWN
03.2014 - 04.2015
- Provide innovative support solutions for clients with complex needs to improve quality of life.
- Work closely in partnership with the Service Manager to provide leadership, practice development and coaching sessions to staff.
- Maintain strong working partnerships with clinical mental health teams and other community partner organisations.
- Mentor staff members within the team
- Provide orientation and induction for new staff
- Provide coaching and mentoring at practice level to staff
English Teacher
PAUL COLLEGE OF LEADERSHIP
01.2013 - 01.2014
- Supporting the Youth Development Officer with different programs working with Youth and Young adults in poor and disadvantaged areas.
- Mentoring and counseling.
- Teaching English to Korean students
- Teaching Growth Enhancement Class (class of 50 students)
Volunteer Youth Worker
CLIMF PHILLIPINES
01.2013 - 01.2014
- Supporting Youth Development officer in a variety of disadvantaged areas
- Delivering mentoring programs to youth at risk.
- Facilitating feeding programs for the urban poor families.
Community Rehabilitation Support Worker
NEAMI NATIONAL (Pegasus Care - Agency Casual)
01.2012 - 01.2013
- Providing a range of rehabilitation and support to people living with mental illness and psychiatric disability tailored to meet their individual needs.
- Working closely with clinical case mangers and other community partner organisations in order to deliver the best possible comprehensive service to consumers working within a collaborative team approach.
Volunteer Tutor/ Mentor
RESUE AND RESTOR HOUSE - HYERABAD, INDIA
01.2011 - 01.2012
- Company Overview: Home for Children experience homelessness
- Helping with all aspects of running an orphanage for 50 children.
- Tutoring students form the ages 8 to 18 years old with all subjects.
- Provide counseling for all students holding meetings every morning and evening, including one on one counseling.
- Home for Children experience homelessness
School Chaplain
NORTHEN TERRITORY CHRISTIAN SCHOOLS ASSC
01.2005 - 01.2011
- Pastoral Care of school staff, case management of students and families in need.
- Counseling of students suffering from emotional traumas.
- Giving guidance and advocate to pupils facing difficult decisions.
- Supporting indigenous students in all aspects of completing education from extreme diversity.
Senior Customer Service Officer / Call centre operator - Complaints line
OPSM Australia
01.2001 - 01.2006
- Manage large amounts of inbound and outbound calls in a timely manner.
- Identify customers needs. Clarify information, research every issue and provide solutions and/or alternatives
- Record keeping within database.
- Customer Service, dispensing glasses, sunglass selling, receipting of stock, stock control, cash sales and store presentation.
Logistics Support
Australia Post
01.2000 - 01.2001
- Development of database for Missort Monitoring – Reporting created to used to inform best practice
- Provide support to Production Planners.
- All general administration duties
Assistant Manager
Trippers White Catering
01.1999 - 01.2000
- Schedule staff shifts
- Report on expenses
- Accounts and payroll management
- Manage stock and place orders as needed
- Train and manage wait staff and kitchen personal
- Oversee food prep and customer service
- Ensure compliance with health and safety regulations
Administration Coordinator – Training
AdNet Group
01.1999 - 12.1999
- Responsible for computer management of files & reporting
- Development of systems & procedures
- Development of Access database
- Liaise with clients, staff, trainers and contract trainee’s regarding all training.
Customer Service Consultant/Shift Supervisor
IBM Australia
01.1997 - 01.1999
- All aspects in the operations of a call centre
- Escalations, entitlement checking, hardware & software determination.
- Supervising staff, co-ordinate roster for field staff, systems monitoring, call management.
Personal Assistant
Jenman Real Estate
01.1996 - 01.1997
- Controlling all incoming & outgoing contracts & dealings with Solicitors, Vendors and Realty Agents.
- Providing all admin
- Coordinating new employment
Education
Advanced Diploma of Integrative Practice - Coaching and Counselling
06.2025
Data Analyst Bootcamp Program -
06.2025
Diploma in Community Services -
TAFE NSW
NSW, Australia12.2018
Diploma of Counselling -
TAFE NSW
NSW, Australia12.2018
Certificate IV of Youth Work - Chaplaincy
Certificate IV of Information Technology -
Certificate IV of Business Administration -
Skills
- Data analysis and project management
- Client relationship management
- Crisis intervention
- Coaching and case management
- Client advocacy and resource coordination
- Cross-cultural sensitivity
- Technology proficiency
- Emotional intelligence
- Needs assessment
References
Will provide on request
Professional Development
- Emotionally Intelligent Leadership, FACS Specialist Services, 01/23
- Building Resilience, Wellbeing and Vicarious Trauma for Managers, FACS Specialist Services, 01/23
- Unpacking the Complexity of Hoarding and Squalor, FACS Specialist Services, 01/19
- Domestic and Family Violence Toolkit and Family Aware Practice, FACS Specialist Services, 01/19
- Being an Advocate, FACS Specialist Services, 01/19
- Loss and Grief Work with Adults, FACS Specialist Services, 01/19
- Working in Partnership with Aboriginal Agencies, FACS Specialist Services, 01/18
- Working Inclusively with LGBTI Communities – Database Training, FACS Specialist Services, 01/18
- Inside Migration Law: Humanitarian Visas, FACS Specialist Services, 01/17
- Trauma and Addictions, FACS Specialist Services, 01/17
- Aboriginal Mental Health, FACS Specialist Services, 01/17
- Motivational Interviewing: Helping People Change, FACS Specialist Services, 01/17
- An Integrative Framework for Working with Complexity and Risk, Brett Bridges Consultancy and Counselling, 01/16
- Manager & SPL Supervision Training, Caraniche Sydney, 11/15
- Recovery Oriented Risk Assessment & Management Training, Neami National Training & Development, 01/15
- CIMS GHSH Access Functions, FACS Specialist Services, 01/15
- Optimal Health Program and Booster, Neami National Training & Development, 01/15
- Collaborative Recovery Model Training and Booster, Neami National Training & Development, 01/14
- Workshop – Supporting Conflicted Youth, Mark Freado, Cal Farley Institute, 01/10
- Workshop – Understanding Self Harm, Department of Health and Families, 01/10
References
References available upon request.
Timeline
Senior Case Manager
EVOLVE HOUSING
01.2024 - Current
Service Manager
NEAMI NATIONAL PENRITH
03.2021 - 01.2024
Senior Community Support Worker
NEAMI NATIONAL CAMPBELLTOWN
02.2019 - 03.2021
Senior Community Support Worker
NEAMI NATIONAL CAMPBELLTOWN
01.2015 - 01.2019
Senior Practice Leader
NEAMI NATIONAL CAMPBELLTOWN
03.2014 - 04.2015
English Teacher
PAUL COLLEGE OF LEADERSHIP
01.2013 - 01.2014
Volunteer Youth Worker
CLIMF PHILLIPINES
01.2013 - 01.2014
Community Rehabilitation Support Worker
NEAMI NATIONAL (Pegasus Care - Agency Casual)
01.2012 - 01.2013
Volunteer Tutor/ Mentor
RESUE AND RESTOR HOUSE - HYERABAD, INDIA
01.2011 - 01.2012
School Chaplain
NORTHEN TERRITORY CHRISTIAN SCHOOLS ASSC
01.2005 - 01.2011
Senior Customer Service Officer / Call centre operator - Complaints line
OPSM Australia
01.2001 - 01.2006
Logistics Support
Australia Post
01.2000 - 01.2001
Assistant Manager
Trippers White Catering
01.1999 - 01.2000
Administration Coordinator – Training
AdNet Group
01.1999 - 12.1999
Customer Service Consultant/Shift Supervisor
IBM Australia
01.1997 - 01.1999
Personal Assistant
Jenman Real Estate
01.1996 - 01.1997
Advanced Diploma of Integrative Practice - Coaching and Counselling
Data Analyst Bootcamp Program -
Diploma in Community Services -
TAFE NSW
Diploma of Counselling -
TAFE NSW
Certificate IV of Youth Work - Chaplaincy
Certificate IV of Information Technology -
Certificate IV of Business Administration -
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