Clare McDonald

- Working within a team of 3 other case managers to support adult males experiencing homelessness in a residential facility.

- Managing a case load of between 12 - 15 clients, compromising of on-site and outreach clients.

- Responding to and deescalating critical incidents, including clients experiencing drug overdose or substance use disorder, poor mental health, acute and chronic suicidal ideation, self-harm and poor physical health with a trauma informed approach.

- Working alongside clients to support their goals by building their confidence, completing appropriate referrals at their request and focusing on practical solutions.

- Accurate and timely documentation including case notes, risk assessments, referrals and case plans.

- Assertive case management where required for clients at risk of disengagement with services.

- Liaising with appropriate services on behalf of clients including area mental health, legal, drug and alcohol supports, local GPs and hospitals, recreation, employment and housing providers to achieve an inclusive and co-ordinated response to client needs.

- Supporting clients to access and maintain medium-long term housing, including Victorian Housing Register applications and backdates.

- Working within a team of 25 people to assist customers to purchase goods in-store and over the phone, by providing accurate descriptions and responding to queries

- Engaging and liaising with sales representatives from external brands i.e Samsung, LG, Dyson to co-ordinate arrival of new products, displays and address issues

- Liaising with customers to schedule deliveries and assist with concerns such as items not being suitable for the customers’ needs

- Successfully dealing with conflicts in the workplace from customers, and providing resolutions to each issue, i.e providing replacement items for faulty goods

- Consistently achieving budgets and working towards exceeding KPIs