Summary
Overview
Work History
Education
Skills
Timeline
Generic

Christina Katis

Melbourne

Summary

Highly skilled mental health and client services professional with extensive experience in intake, assessment, case coordination, and leadership across community mental health, alcohol and other drugs (AOD), and Employee Assistance Program (EAP) counselling. Proven ability to manage complex referrals, conduct risk assessments, and lead high-performing teams in fast-paced environments. Dedicated to delivering trauma-informed, client-centred, and evidence-based care to diverse populations. Currently seeking to advance toward registration as a psychologist and contribute to positive mental health outcomes in the community.

Overview

6
6
years of professional experience

Work History

Intake Manager, Detox and Therapeutic Communities

Windana Drug and Alcohol Services
12.2023 - Current
  • Conduct comprehensive screening, clinical risk assessments, and readiness for change evaluations for incoming referrals across all Windana programs.
  • Manage referral pathways and present suitable cases to the Clinical Team; action referrals based on Clinical Review outcomes.
  • Maintain consistent and efficient referral processes, ensuring timely dissemination to internal teams.
  • Build and sustain collaborative relationships with external sector services to enhance client access and care coordination.
  • Identify service delivery gaps, develop strategies to optimise program capacity, and respond proactively to changes in referral volume.
  • Foster interagency partnerships to strengthen service integration, continuity of care, and professional communication.
  • Participate in Clinical Review meetings to monitor new referrals, assess early discharges, and review client suitability.
  • Contribute to care planning, case conferencing, and service coordination with GPs and other health professionals.
  • Prepare detailed clinical reports and summaries for referring agencies, including assessment outcomes, treatment plans, and ongoing recommendations.
  • Maintain accurate, confidential clinical records using electronic systems in line with Windana protocols.
  • Support knowledge-sharing initiatives by developing referral resources and delivering presentations to partner agencies.
  • Participate in policy development, service planning, and continuous improvement activities related to assessment, intake, and treatment protocols.
  • Engage in regular team meetings, case reviews, and quality assurance processes to support evidence-based practice and program outcomes.
  • Contribute to national evaluations and funding compliance through accurate reporting and participation in relevant administrative functions.

Team Leader, Client Services

CONVERGE INTERNATIONAL
10.2020 - 12.2023
  • Provided daily oversight and leadership to Client Services Officers and Coordinators in a high-volume contact centre, fostering a supportive, high-performance team culture.
  • Managed performance, compliance, and quality standards, driving achievement of KPIs and ensuring adherence to organisational values.
  • Led recruitment, onboarding, induction, and ongoing training, delivering coaching and professional development to build capability and maintain high service standards.
  • Oversaw multiple inboxes handling urgent and sensitive client requests, ensuring timely, high-quality responses and adherence to processes.
  • Delivered workforce planning and rostering, balancing operational demands with staff wellbeing.
  • Managed formal complaints and escalations, using a solution-focused approach to resolve issues for high-risk clients.
  • Directed end-to-end project management of Rapid Response requests, including intake, triage, consultant allocation, reporting, and invoicing.
  • Coordinated with customers and contract managers on project scope, timelines, and deliverables.
  • Conducted risk assessments and collaborated with consultants to resolve urgent operational issues.
  • Provided operational support to high-risk clients in sensitive and complex situations.
  • Built strong relationships with internal and external stakeholders, providing clear, timely, and professional communication.
  • Contributed to process improvements, including streamlining operations and creating specialised service teams to meet growth demands.
  • Promoted diversity and inclusion, cultivating a cohesive environment that embraced a variety of skills, cultural backgrounds, and professional specialities.
  • Analysed and reported on team metrics, call volumes, and trends to inform workforce planning, proactive recruitment, and goal setting.
  • Ensured compliance with quality assurance processes, privacy standards, and organisational policies.
  • Assisted with subpoenas, release of information requests, and privacy-related procedures.
  • Managed teams through significant organisational changes, including the transition to remote work during the COVID-19 pandemic.

Intake Officer, Client Services

CONVERGE INTERNATIONAL
08.2019 - 10.2020
  • First point of contact for client intake, assessment, triage, and appointment coordination for confidential counselling and support services.
  • Provided clear service orientation to a diverse client base, ensuring understanding of EAP parameters, scope, and available support.
  • Triaged complex and high-risk calls, managing crisis situations with professionalism and empathy.
  • Maintained strict privacy, confidentiality, and accuracy in client records using an online case management system.
  • Managed multiple high-volume inboxes, ensuring timely responses to client and stakeholder needs.
  • Applied knowledge of customer contracts to ensure compliance with service agreements.
  • Coordinated end-to-end onsite and telehealth support for Critical Incident and General Debriefing requests, including consultant allocation and administration.
  • Collaborated with a large network of psychologists, counsellors, and social workers to facilitate access to evidence-based interventions.
  • Assisted the privacy team with subpoenas, release of information requests, and secure handling of sensitive client records.
  • Performed ad-hoc administrative support for Team Leaders and internal stakeholders, contributing to smooth operational workflows.

Education

Bachelor of Psychology -

Swinburne University of Technology
Melbourne, VIC

Postgraduate Diploma in Psychology - Advanced

Swinburne University of Technology
Melbourne, VIC

Skills

  • Alcohol and Other Drugs Skillset
  • Mental Health First Aid
  • Conversations about Suicide MHFA
  • MARAM – Leading Alignment
  • MARAM – Brief and Intermediate
  • Trauma-Informed Practice
  • Motivational Interviewing
  • Suicide Risk Assessment & Safety Planning
  • Privacy and Confidentiality in Health Services

Timeline

Intake Manager, Detox and Therapeutic Communities

Windana Drug and Alcohol Services
12.2023 - Current

Team Leader, Client Services

CONVERGE INTERNATIONAL
10.2020 - 12.2023

Intake Officer, Client Services

CONVERGE INTERNATIONAL
08.2019 - 10.2020

Postgraduate Diploma in Psychology - Advanced

Swinburne University of Technology

Bachelor of Psychology -

Swinburne University of Technology

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Christina Katis