Courtney Carnovale

Key Responsibilities

• Undertaking assessment, planning for intervention and ongoing evaluation
• Working with people involved in multiple and complex systems such as NDIS, Child Safety, Justice, Housing, Mental Health
• Advocate, coordinate, and communicate with internal and external stakeholders
• Engaging in critical reflection individually and as part of a team
• Mentoring staff
• Actively supporting individuals to build their capacity, focusing on addressing barriers and reducing complexity in the support environment
• Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
• Generated reports detailing findings and recommendations.

Key Achievements

• Minimising risks - Reduced recurring risks through a proactive approach by effectively engaging with clients during crises to discuss support options.
• Effective communications to optimise outcomes - Leveraged strong communication skills to enhance outcomes
• Addressing gaps - Identified and addressed gaps in organizational procedures by contributing to training programs, mentoring staff, and implementing system changes to improve efficiency and effectiveness.

Key Responsibilities

• Delivering collaborative service delivery
• Supporting clients, families and carers to connect with services & support with incidental problem solving
• Quality record keeping in accordance with policies and procedures
• Meeting individual KPIs
• Conducting risk assessments, developing and implementing risk management plans including crisis management
• Providing individualized support and interventions, including skill development and increasing social connection
• Familiarity with the mental health system, legislations and professional standards
• Maintaining cultural capability and contributing to a culturally safe and inclusive workplace
• Mentoring new staff
• Collaborated with interdisciplinary teams to provide comprehensive support services for clients, improving outcomes across multiple domains.
• Managed high-volume caseloads, ensuring timely completion of tasks and effective communication with clients.
• Maintained detailed documentation of client interactions and progress toward goals, providing a clear record of care provided.
• Ensured compliance with regulatory guidelines by diligently monitoring case documentation and maintaining accurate records for audit purposes.

Key Achievements

• Minimising risks - Reduced recurring risks through a proactive approach by effectively engaging with clients during crises to discuss support options.
• Effective communications to optimise outcomes - Leveraged strong communication skills to enhance outcomes
• Nominated for higher-level role - Including progression to a specialist role, commended for going above and beyond.

Key Responsibilities

• Ensuring the safety of young people is maintained and correct procedures are followed
• Supporting young people in medium-term, transitional housing & building skills towards independence
• Developing case plans and goals
• Utilising trauma-informed, strengths-based and person-centered approaches
• Promoted a safe, inclusive environment by establishing clear expectations and reinforcing positive behaviors among participants.
• Completed necessary reports and documentation to maintain thorough, accurate case records.
• Provided guidance and advice to youth, supporting navigation of diverse personal and social issues.

Key Responsibilities

• Completed Certificate III in Financial Services
• Focus on using a high level of communication and negotiation skills
• Ensuring a high level of customer service
• Maintaining accurate and private information
• Increased customer satisfaction ratings through proactive and actionable resolutions to questions, concerns, or challenges.
• Contacted customers to assess satisfaction and current needs.

Key Responsibilities

• Customer service and communication skills
• Training and mentoring new staff
• Opening and closing transactions
• Resolved customer complaints professionally, leading to improved customer relations and loyalty.
• Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.