Chihara Lawler
Pottsville,NSW
Summary
My name is Chihara Lawler. During my career with Service Australia and most recently Rail Support, I have rounded my skills set to be an effective communicator able to build strong and positive relationships with clients, co-workers and other organizations. Establish and maintain regular written and in-person communications with various stakeholders and end users regarding pertinent activities.
Overview
18
18
years of professional experience
1
1
Certification
Work History
AREA COORDINATOR
RAILS
Burleigh Heads, QLD
08.2023 - Current
- On-board new starters into your services, providing them with the necessary information to ensure their success
- Attend and facilitate community events
- Complete care and support billing hours and include them in invoices
- Promote services through community drop-offs and information sessions
- Facilitate creative classes
- Conduct planning meetings with participants and key stakeholders to gather information, develop, implement, and review participant plans, and address individual needs
- Develop participant support plans and budgets based on individual needs, considering the varied support needs and complexities of participants
- Assist and encourage participants to implement and self-direct their approved plans
- Monitor expenditure and utilization of participant plans
- Assist individuals, families, carers, and communities in accessing information about the NDIS
- Provide information to support and build the capacity of individuals, families, and carers in identifying personal and local community networks to develop necessary supports and solutions to meet their goals and needs
- Work towards achieving agreed targets and goals
- Implement safe work systems in accordance with the Society’s WHS policies and procedures
- Demonstrate child-safe behaviors at all times and respond to concerns about risk of harm in line with legislative and Society requirements
- Ensure all participant documentation is maintained and current within the NDIA business system
- Provide and maintain data for the Team Leader in a timely manner for reporting purposes and respond to all requests for information
- Regularly review and refine support strategies to minimize risk and optimize outcomes for individuals
- Ensure all operational records are maintained in accordance with Society policies and procedures, including WHS incident reports
- Manage privacy and confidentiality of records in accordance with legislation, policies, and NDIA requirements.
Training Officer - Secondment
SERVICE AUSTRALIA, CENTRELINK
Tweed Heads
01.2010 - 07.2023
- I was seconded for this role to assist with a critical rollout of training that was required as a result of a major system change within the department
- This role allowed me to support my fellow colleagues by sharing my extensive experience
- My Key Duties Included; Provide critical training on Policy and legislation changes
- Increasing the competency level of new staff around internal systems and procedures
- Floor walking to ensure staff had quick access to answers, which ensured the correct outcome for the customer
- Manage and support staff through prioritising and time management.
Technical Support Officer
SERVICE AUSTRALIA, CENTRELINK
Tweed Heads
01.2010 - 07.2023
- As a Technical Support Officer, I am a member of forums and committees that advocate for First Nations staff within the Department
- I provide technical support through floor walking for up to 30 of my colleagues per day sharing my experience with complex queries and temperamental customers
- My Key Duties Included; Providing customer service to vulnerable customers in a telephony environment
- Manage and complete the difficult inquiries for our vulnerable customers
- Manage my own professional development and keep up to date with policy and legislation changes that will affect our customers
- Provide technical support to colleagues with complex queries
- Assisting our First Nations customers needing to travel for Sorry Business
- Process claims for Government pensions and benefits
- Assisting customers to lodge feedback regarding the Department and allocate to appropriate teams
- Assisting when required in providing technical assistance to new staff in training.
Service Delivery Officer
SERVICE AUSTRALIA, CENTRELINK
Tweed Heads
01.2010 - 07.2023
- Initially employed under the Indigenous Apprenticeship Program in 2010 my career started with Service Australia as a Service Delivery Officer
- Through extensive training, I supported those most in need to ensure the appropriate outcome was achieved
- This role was completely customer focused
- My Key Duties Included; Claims management
- Family support claims processing
- Taking Urgent payment calls to assist our most vulnerable customers
- Providing quality customer service
- Use of all appropriate resources, processes and communication techniques and behaviours when engaging with customers
- Workload handoffs and transfers including call transfers and WLM reallocations.
Barista
CHRISTO’S CAFE
01.2007 - 01.2010
- General Cafe style customer service
- My Key Duties Included; Prepare customer orders
- Open / closing of store
- Cash handling
- Preparing food and drink
- Training of new staff
- Maintaining a clean work environment
- Stocktake / inventory checks.
Education
Indigenous Cultural Awareness Training -
01.2020
Certificate III Qualification -
01.2011
Certificate II Qualification -
TAFE QLD
01.2007
Skills
- Training & Development
- Client Relations
- Employee Relations
- Project Planning
- Problem/Complaint Resolution
- System awareness
- Change Management
- Coaching
- Technical Support
- Strategic Planning & Assessment
- Proficient in software Word, Exc, PPT
Certification
- First Aid and CPR
- The Basics of Infection Prevention and Control
- Hand hygiene for clinical healthcare workers
References
- Anita Finn, SC/Supervisor, RAIL SUPPORT, 0422377202
- Jess King, Director KINGY’s ENTERPRISE, 0419 658 900
- Ellyse Wood, PA/Supervisor SERVICE AUSTRALIA, 0423 288 590
Timeline
AREA COORDINATOR
RAILS
08.2023 - Current
Training Officer - Secondment
SERVICE AUSTRALIA, CENTRELINK
01.2010 - 07.2023
Technical Support Officer
SERVICE AUSTRALIA, CENTRELINK
01.2010 - 07.2023
Service Delivery Officer
SERVICE AUSTRALIA, CENTRELINK
01.2010 - 07.2023
Barista
CHRISTO’S CAFE
01.2007 - 01.2010
Indigenous Cultural Awareness Training -
Certificate III Qualification -
Certificate II Qualification -
TAFE QLD
Similar Profiles
Attila SariAttila Sari
Senior Software Engineer at RailsSenior Software Engineer at Rails
Taysean AllenTaysean Allen
Stair Installer at Urban Stairs and RailsStair Installer at Urban Stairs and Rails
Aiden GrieneisenAiden Grieneisen
Volunteer at Tri-County Rails to TrailsVolunteer at Tri-County Rails to Trails
Keiran EvansKeiran Evans
Store Manager at Aldi LtdStore Manager at Aldi Ltd
Michael ChorltonMichael Chorlton
Manager Financial Services at Tweed Shire CouncilManager Financial Services at Tweed Shire Council