Daneika Stewart
Eden,NSW
Summary
Hardworking and reliable Aboriginal Enquiry Officer with a passion for providing culturally appropriate service for vulnerable clients accessing HCC products. Always willing to provide assistance to other Customer Service Officers and share knowledge and resources in order to give them the tools they need to provide assistance which best suits the clients needs. Empathetic, driven, knowledgeable with HCC products and services, works extremely well in a team but is also able to work independently when needed.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Aboriginal Enquiry Officer
Housing Contact Centre, HOMES NSW
08.2023 - Current
- Providing direction and support to the Aboriginal Client Service Officers (CSO’s) team in order to endure consistent quality service delivery to clients that meet business objectives and agreed timelines
- Leading Aboriginal client issues and inquiry resolution processes from point of referral to the AEO by Aboriginal CSOs to completion to ensure a timely response within service standards, including providing advice and/or referrals to access appropriate support services
- Providing subject matter expertise, coordination, management and escalation for identified incidents or issues and sharing specialised knowledge to strengthen effectiveness in managing competing client needs and complex issues in line with DCJ Policy and procedures and relevant legislation
- Providing cultural advice across all HCC Services and feedback to SOM and Team Leaders about matters referred to the AEL to educate CSOs more deeply about Aboriginal housing issues and provide improved culturally sensitive service delivery for Aboriginal clients
- Identifying development and training needs for client service teams and providing on the job training, coaching and guidance to improve skills in assessing and managing clients, including those with complex needs; and in managing client information systems to achieve greater efficiency in service delivery processes
- Monitoring AEL service as a whole including statistics, to ensure all calls are actioned properly with timely resolution and providing relevant advice when needed to Senior Operations Managers (SOMs), Service Managers and Team Leaders
- Working collaboratively with all other HCC teams and DCJ divisions as well as other agencies and service providers as and when additional support requirements are identified to enhance access, effectiveness and service deliver and for better client outcomes and co-ordinated case management
- Raising issues/making recommendations based on subject matter expertise on service delivery gaps and risks that inform sound policy and informed decision making and overcome barriers to access.
Client Service Officer (Identified)
Housing Contact Centre, HOMES NSW
01.2023 - 08.2023
- Providing advice and making appropriate referrals to assist Aboriginal clients with complex support and housing needs in accessing appropriate support services
- Responding to phone enquiries from Aboriginal clients, Housing NSW clients and members of the public and providing accurate and appropriate information about Housing NSW products and services, as well as those offered by key stakeholders, to enhance client awareness of services and products which meet their immediate and complex needs
- Making assessments based on the information provided to determine eligibility for Housing NSW products and services
- Initiating, coordinating and prioritising actions in response to calls from clients, members of the public and other relevant stakeholders
- Maintaining call records, system entries and client/service databases in line with record Management guidelines to ensure that information is accurate and up to date
- Providing administrative support including correspondence processing and reporting to facilitate the completion of the contact centre’s endorsed work
Aboriginal Health Worker
Grand Pacific Health
03.2021 - 01.2023
- Perform Aboriginal Health Checks on clients and follow up accordingly with GP and other relevant health professionals
- Contribute to the development and implementation of projects and programs based on the identified needs of the Aboriginal community
- Providing guidance and advice to other departments and team members regarding cultural and community matters
- Liaising with local Aboriginal community to engage in early intervention and preventative services such as Aboriginal Health Screenings
- Encourage attendance at health appointments including assisting with transport, collecting prescriptions, completing forms and making follow up appointments
Aboriginal Outreach Worker
Grand Pacific Health
09.2016 - 03.2021
- Assisting in the organization of Diabetes Clinics
- Liaising with local Aboriginal community to promote the importance of improving health outcomes and encouraging and supporting the increased use of health services
- Providing practical assistance to clients in regards to accessing services and attending appointments (including GP care planning, follow-up care, specialist services and pharmacies)
- Providing feedback to employer and PHN regarding barriers to health services for Aboriginal and Torres Strait Islander people and working to implement solutions
- Actively establish and maintain relationships with internal and external stakeholders
Administration Assistant
Grand Pacific Health
01.2016 - 09.2016
- Making/rescheduling client appointments and completing reminder calls
- Minute taking for RAP committee
- Filing/uploading of confidential client files
- Maintaining client confidentiality
- Assisting in the organization of Diabetes Clinics
Assistant Accountant
Ayers Rock Resort (Voyages Indigenous Tourism Australia)
04.2012 - 11.2015
- Assist with preparation, follow-up and posting of internal recharge accounts
- Preparation of monthly Balance Sheets and Banking Journals
- Conduct regular float audits throughout the resort
- Completing Bank Reconciliations
- Monitor and maintain ATM levels and post any related journals
Administration Officer / NCAP New Careers for Aboriginal People / CSS Community Support Service
Auswide Projects
08.2011 - 04.2012
- Liaised professionally with government, non-government, business and schools, community bodies/organizations
- Ensure all data and records is kept up to date and confidential
- Provide support to Aboriginal clients undertaking training and employment
Administration Officer
Katungul Aboriginal Community Corporation & Medica
02.2008 - 08.2011
- Often operates with minimum supervision and direction
- Patient referral to appropriate specialized services
- Dealing with hostile patients in a calm manner
- Appointment bookings through a daily basis
- Reception duties such as answering phones, answering patient enquires, filing confidential records, database entry
Education
Cert IV in Aboriginal And Torres Strait Islander Primary Health Care Via TAFE NSW -
TAFE
Port Macquarie, NSW01.2021
Certificate of Proficiency – Certificate III in Business Administration (Medical) -
01.2010
Completion of HSC -
01.2008
Skills
- Good team worker
- Reliable
- Punctual
- Great communication skills
- Strong work ethics
- Ability to work unsupervised
Key Skills Qualities
- Good team worker
- Reliable
- Punctual
- Honest
- Dedicated
- Easy going and down to earth
- Great communication skills
- Strong work ethics
- Ability to work unsupervised
- Attention to detail
References
References available upon request.
Certification
- 2019 Statement of Attainment – Provide First Aid
- 2018 Certificate of Attendance – Fundamentals of Sexual Health, HIV & Viral Hepatitis
- 2017 Certificate of Attendance – Child Safe Organization Workshop
- 2016 Certificate of Accreditation – Mental Health First Aid
Timeline
Aboriginal Enquiry Officer
Housing Contact Centre, HOMES NSW
08.2023 - Current
Client Service Officer (Identified)
Housing Contact Centre, HOMES NSW
01.2023 - 08.2023
Aboriginal Health Worker
Grand Pacific Health
03.2021 - 01.2023
Aboriginal Outreach Worker
Grand Pacific Health
09.2016 - 03.2021
Administration Assistant
Grand Pacific Health
01.2016 - 09.2016
Assistant Accountant
Ayers Rock Resort (Voyages Indigenous Tourism Australia)
04.2012 - 11.2015
Administration Officer / NCAP New Careers for Aboriginal People / CSS Community Support Service
Auswide Projects
08.2011 - 04.2012
Administration Officer
Katungul Aboriginal Community Corporation & Medica
02.2008 - 08.2011
Cert IV in Aboriginal And Torres Strait Islander Primary Health Care Via TAFE NSW -
TAFE
Certificate of Proficiency – Certificate III in Business Administration (Medical) -
Completion of HSC -
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