Summary
Overview
Work History
Education
Skills
References
Hobbies and Interests
Timeline
Generic

DIANE JACKSON

Margate,QLD

Summary

Personal Attributes: Honest, Problem solver, Hard working Sense of humour, Straight forward Knowledgeable Empathetic Kind and Caring Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Talented Case Manager adept at handling high caseloads without sacrificing quality of care. Operates in high-pressure environments while recommending best resources and courses of action to benefit patient needs and return each to optimal quality of life.

Overview

23
23
years of professional experience

Work History

Case Manager

Encircle
05.2024 - Current
    • Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
    • Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
    • Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
    • Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.

Youth Housing Case Manager

Brisbane Youth Service
02.2024 - 05.2024
  • Built strong relationships with local landlords to increase available housing options for clients in need.
  • Assisted clients in developing budgeting skills and financial planning strategies necessary for maintaining stable housing situations long-term.
  • Established partnerships within the community to address various barriers faced by clients seeking stable housing opportunities, such as employment or mental health support services.
  • Enhanced client self-sufficiency through the coordination of relevant community resources and services.
  • Improved client housing stability by developing individualized case management plans and providing ongoing support.
  • Empowered clients to make informed decisions related to their housing needs by conducting comprehensive assessments and providing tailored guidance.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Streamlined case management processes for increased efficiency and effectiveness with thorough documentation practices.
  • Conducted regular home visits to evaluate living conditions and provide ongoing support as needed to maintain optimal outcomes for clients in permanent housing placements.
  • Provided crisis intervention services as necessary to ensure client safety while addressing urgent issues related to shelter or transitional living arrangements.

Youth AOD Case Manager

Mission Australia
06.2023 - 02.2024
    • Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
    • Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
    • Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
    • Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
    • Enhanced communication between clients and providers through consistent follow-ups and progress updates.
    • Advocated for client rights when interacting with external agencies or institutions, ensuring fair treatment at all times.
    • Achieved positive client outcomes by developing and implementing comprehensive case management plans.
    • Provided crisis intervention support for clients experiencing emergencies, using appropriate techniques to de-escalate situations safely.
    • Assisted clients in navigating housing, legal services and public benefits to gain access to valuable resources.
    • Collaborated with multidisciplinary teams to address client needs and formulate tailored support strategies.

Parramatta Transitional Cente- Transitional Office

Corrections New South Wales Government
01.2021 - 04.2023
  • Provide support and assistance to female residents of the Transitional Centre including the provision of clear and accessible channels of communication, counselling, negotiation and assessment services on a range of family, social and legal issues to contribute to the transition from correctional to post-release living
  • Case-manage allocated residents in accordance with their assigned programs and provide individual counselling as necessary, monitoring their progress as part of program pathways and case management principles
  • Undertake all actions necessary for maintaining discipline, safety and security of the residents in accordance with the standard operating procedures, including the conduct of random room searches and collection of specimens for drug screening and initiate appropriate remedial action if a resident is deemed to have breached the centre rules
  • Develop professional relationship with residents and promote an environment of mutual trust and empathy, providing information, advocacy and counsel in an objective fashion to support the residents' access to community based Government and non-government services
  • Maintain strict confidentiality in keeping appropriate records relating to admission and discharge of residents
  • Assist the residents in re-developing social and house-keeping skills enabling them to re-establish relationships in preparation for reintegrating back in the community
  • Provide information, support and intervention in crises situations whilst maintaining links with appropriate external welfare, support and counselling agencies for provision of appropriate support to residents
  • Assist in promoting the role and principles of the Transitional Centre amongst the local community and community based organisations for increasing their understanding and for registering their ongoing support
  • Key challenges Remaining objective when dealing with emotional situations
  • Resolving conflicts between residents in a professional manner
  • Operating within a sensitive environment that is open to public scrutiny and remaining conscious of the possible repercussions of decisions and actions.

CSW- MAAP Neami National: Campbelltown Monday- Friday

Neami National Head Office
08.2021 - 05.2022
  • Engage clients and develop trusting and professional relationships
  • Provide direct practical support to clients to solve their homelessness, so that they gain/maintain a sense of safety and wellbeing
  • Assist clients to connect with appropriate services to gain support around physical/mental health needs
  • Work to the principles that underpin the Collaborative Recovery Model (CRM) protocols
  • Together with the client regularly monitor their progress towards their identified housing needs
  • Work with partners, such as Community Corrections, Probation and Parole, Department of Communities and Justice and the client to ensure clients are meeting all obligations
  • Work in a non-judgemental manner with clients with complex forensic histories to ensure they receive required support to assist them to reduce the risk of re-offending
  • Assist clients in attaining appropriate Centrelink benefits and make referrals for employment programs (Work Well) if required
  • Assist clients to access NDIS, if required
  • Work within a holistic framework, taking into account the needs of clients, family, carers and other members of the community
  • Follow all OH&S procedures to ensure safe work practices especially in the area of safety in outreach work
  • Actively contribute as a team member in the delivery of an integrated crisis service and assertive outreach with the aim to more effectively support clients
  • Participate in the regular collection of service data which can then be used to evaluate outcomes and assist with the continuous improvement of the service
  • Work within the parameters of Neami's policies and procedures in addition to any professional codes of conduct
  • Ensure incident and critical incident reporting occurs in accordance with guidelines
  • Seek to learn about the clients' interests, their connections with family and friends and work together with the consumer to build their capacity to be part of their community
  • Involve carers, family and friends as identified by the consumer in the individual crisis respite plan
  • Networking with Homeless Person Information Centre, Community Mental Health teams, Welfare teams in prisons and correctional facilities, local real estate agencies, local Aboriginal and CALD communities
  • Cooperate and plan together with community housing provider staff to ensure clients can maintain their accommodation
  • Cooperate and Plan together with community housing providers, housing NSW and local real estates to provide rapid rehousing.

Grow Rehabilitation Community

Grow Community
09.2020 - 03.2021
  • Overseeing program structure
  • One on one sessions
  • Running Grow program groups
  • Complete facility inspections
  • Conduct random and unannounced urinalysis as needed
  • Develop a discharge summary and a discharge exit interview on each client who leaves the program
  • Ensure all outside meetings and support groups are attended
  • Follow all applicable policies and procedures within the job description
  • Have a minimum of weekly case management session with each client
  • Maintain Case Management progress notes on all clients.
  • Developed innovative treatment approaches by staying current on industry trends and research findings in the field of community rehabilitation.
  • Managed skill-building, teaching and coaching to meet individual goals and treatment plan specifications.
  • Completed client intake and admission paperwork and oriented new individuals to program.
  • Conducted thorough assessments to determine appropriate interventions based on each client''s unique needs and goals.
  • Managed caseloads efficiently while maintaining high-quality service delivery for all assigned clients.

Qantas International Freight/ Catering- BNE Airport Gate House Duty's

SNP Security
10.2017 - 02.2020
  • Hourly Patrols
  • Record keeping
  • Comply with legislative requirements
  • Screening - completing XRAY & ETD
  • Completed security passes for staff and visitors
  • Communicate with other issuing body
  • Monitoring CCTV
  • Staff testing (swapping for IED)
  • Completing security checks on Freight
  • Completing indents reports when required.
  • Conducted regular staff training sessions on cooking techniques, menu planning, and kitchen equipment maintenance for continuous improvement in staff performance.

Partners in Recovery (PIR)

Support Facilitator
09.2014 - 05.2016
  • Providing care coordination, information and support (including brokerage) to eligible clients under the PIR program to promote seamless service delivery that meets a full range of an individual's needs
  • Networking and developing collaborative relationships with relevant community services and government organisations through building service pathways to successfully link clients to relevant services
  • Work within the policy, procedures, and guidelines of the Partners in Recovery service
  • Collecting qualitative and quantitative data as required using the data management and client information systems
  • Participating in the local community collaborative advisory group meeting to recognise and respond to service gaps
  • Undertaking any other tasks as directed by the line manager.
  • Developed and implemented strategies to enhance partner relations.
  • Achieved successful client outcomes by identifying and addressing their unique needs and goals.
  • Prepared and presented reports on status of projects and initiatives.
  • Streamlined internal processes, fostering improved efficiency and productivity within the firm.
  • Liaised between partners and internal stakeholders to resolve conflicts.
  • Recruited, trained and mentored attorneys, paralegals and support staff to strengthen legal team.
  • Provided outstanding service to all individuals, promoting effective, and lasting business relationships.
  • Networked with other professionals and organizations to expand contacts and opportunities.

Centacare Homelessness Services

Case Worker
02.2014 - 09.2014
  • Assessments are conducted and support plans are developed in conjunction with client needs and program guidelines
  • Case work activities are undertaken with the client and appropriate timely referrals are made to other relevant services
  • Client files kept accurate, complete and maintained in a confidential manner
  • Participation in community meetings & development activities as required.
  • Increased team productivity with effective communication and collaboration strategies.
  • Delivered outstanding customer support by providing prompt, courteous assistance during all interactions with clients.
  • Assisted in training new employees on company policies, procedures, and best practices to improve overall efficiency.
  • Streamlined work processes by implementing efficient organizational systems and procedures.

Salvation Army

Case Worker
04.2011 - 01.2014
  • Assist client to become employed
  • Attend meetings, workshops and training as required by supervisor
  • Be available to make referrals for counselling when needed
  • Complete an initial intake and assessment on each client on caseload
  • Complete facility inspections
  • Conduct random and unannounced urinalysis as needed
  • Develop a discharge summary and a discharge exit interview on each client who leaves the program
  • Ensure all outside meetings and support groups are attended
  • Follow all applicable policies and procedures within the job description
  • Have a minimum of weekly case management session with each client
  • Maintain Case Management progress notes on all clients
  • Maintain up to 12-15 clients on Case Management caseload
  • Make appropriate referrals for services as needed
  • Make weekly and random room and facility checks
  • Perform other duties assigned by immediate supervisor
  • Provide orientation session with each client on caseload.
  • Proven ability to learn quickly and adapt to new situations.
  • Skilled at working independently and collaboratively in a team environment.
  • Worked effectively in fast-paced environments.
  • Organized and detail-oriented with a strong work ethic.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Strengthened communication skills through regular interactions with others.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked well in a team setting, providing support and guidance.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Passionate about learning and committed to continual improvement.

Odyssey House | NSW

Intake co-ordinator
01.2002 - 01.2012
  • Staff on (Residential) Casual weekend work ( 10 years)
  • Provided excellent customer service to patients, family members, and healthcare providers during the intake process.
  • Completed intake assessment forms and filed clients' charts.
  • Collected, verified, recorded and processed client demographics, insurance payments, and referral information.
  • Answered phone calls and provided new clients with required paperwork to initiate service.
  • Assisted in developing an improved tracking system for incoming referrals, resulting in faster response times.
  • Conducted initial assessments of patient needs and eligibility for various programs or services offered by the organization.
  • Coordinated interdisciplinary communication for smoother transitions between care providers.
  • Managed high-volume caseloads efficiently while maintaining strong attention to detail throughout each case''s progression.
  • Supported office staff and operational requirements with administrative tasks.
  • Implemented best practices in record-keeping as per organizational standards, ensuring accuracy across all documents.
  • Trained new staff members on intake procedures, contributing to a well-prepared team.
  • Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
  • Delegated tasks to administrative support staff to organize and improve office efficiency.
  • Managed supervisor itinerary and appointments and streamlined scheduling procedures.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.

Alf Dawkins Detox Foster House

Senior Case Worker
01.2008 - 04.2011
  • Supervising staff in day to day duties
  • Write case plans for client's care
  • Undertake staff appraisals
  • Oversee staff case plans for clients
  • Undertake assessments and admissions
  • Oversee OH&S procedures
  • Monthly staff rosters
  • Facilitate & implement groups for drug and alcohol clients
  • Data entry- monthly statics
  • Check staff time sheet
  • Annual reports
  • Court letters for clients
  • Liaise with other agencies
  • Ensure all files are appropriately maintained.
  • Maintained detailed case notes on each client''s progress, facilitating continuity of care among team members while safeguarding confidential information.

Education

Provide for the safety of persons at risk (Bodyguard) CPPSEC3018A

Certificate 3 security operations CPP30411

Queensland Security License (1ACE)

Certificate II in Security Operations CPP20212

Fire Warden Certificate

Fire Fighting & Evacuation Certificate

Senior First Aid Certificate

Working with Men Workshop

Postgraduate - Social Health

Macquarie University
10.2012

No Degree - Management Quantitative Methods

Salvation Army College | Stanmore
02.2008

AOD

AOD Certificate IV
Wollongong Tafe
2006

Skills

  • Working with individuals with challenging behaviour
  • Flexible and able to work independently
  • Experience with assessments and admission procedures
  • Ability to liaise well with other professionals and organization's
  • Good communication skills and professional approach to work
  • Able to work appropriately in a bi-cultural and multicultural manner
  • Facilitating meetings (case conferences, family meetings)
  • Organizational and administrative ability
  • Planning & Organizing
  • Team Management
  • Friendly, Positive Attitude
  • Relationship Building
  • Conflict Resolution
  • Team Building
  • People Skills
  • Active Listening
  • Critical Thinking
  • Good Work Ethic
  • Problem Resolution
  • Flexible Schedule
  • Computer Skills
  • Customer Service
  • Microsoft Office

References

  • Kath Flack-crane, Manager, Neami Campbelltown, 0447 836 050
  • Kathryn Gill, Team Leader, Selah Rehabilitation Centre, 0439187761, Navatu12@bigpond.com

Hobbies and Interests

reading exercise beach learning new things

Timeline

Case Manager

Encircle
05.2024 - Current

Youth Housing Case Manager

Brisbane Youth Service
02.2024 - 05.2024

Youth AOD Case Manager

Mission Australia
06.2023 - 02.2024

CSW- MAAP Neami National: Campbelltown Monday- Friday

Neami National Head Office
08.2021 - 05.2022

Parramatta Transitional Cente- Transitional Office

Corrections New South Wales Government
01.2021 - 04.2023

Grow Rehabilitation Community

Grow Community
09.2020 - 03.2021

Qantas International Freight/ Catering- BNE Airport Gate House Duty's

SNP Security
10.2017 - 02.2020

Partners in Recovery (PIR)

Support Facilitator
09.2014 - 05.2016

Centacare Homelessness Services

Case Worker
02.2014 - 09.2014

Salvation Army

Case Worker
04.2011 - 01.2014

Alf Dawkins Detox Foster House

Senior Case Worker
01.2008 - 04.2011

Odyssey House | NSW

Intake co-ordinator
01.2002 - 01.2012

Provide for the safety of persons at risk (Bodyguard) CPPSEC3018A

Certificate 3 security operations CPP30411

Queensland Security License (1ACE)

Certificate II in Security Operations CPP20212

Fire Warden Certificate

Fire Fighting & Evacuation Certificate

Senior First Aid Certificate

Working with Men Workshop

Postgraduate - Social Health

Macquarie University

No Degree - Management Quantitative Methods

Salvation Army College | Stanmore

AOD

AOD Certificate IV

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DIANE JACKSON