Dilpreet Rai
Donnybrook,VIC
Summary
Talented Support Worker focused on improving client lives through high-quality support and patient instruction. Proficient in life, financial and social skills, helping clients integrate into community and live more robust lives. Creative and empathetic assistant with 2 years of experience building community and developing social skills through incremental therapeutic techniques.
Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Support Coordinator
St John Of God Accord
09.2021 - Current
- Intake and assessments of new clients.
- Liaising with clients, private rental landlords, public & community housing providers to support clients with tenancy maintenance or obtain new tenancy.
- Supporting clients through private rental applications and workshops, referral to rental liaison officers. Organizing transport / external support to assist with access to relevant technology required.
- Advocating for public/community housing, private rentals, SIL/ STA/SDA housing, Supported Residential Facilities, retirement villages, permanent aged care homes etc. Submitting support letters and housing needs assessments for needs prioritization.
- Supporting clients with NDIS Access in liaison with LACs. Guiding health professionals on evidence required, Access application and following up with NDIA.
- Referring clients to relevant interim support as they await NDIS application outcomes e.g., community connections. Family reunification; institutional referrals such as rehabilitation to address Alcohol and Drug dependence issues; Family reunification; Mental health supports through National Psychosocial Recovery Measure services.
- Addressing challenging barriers to accessing NDIS for clients with mental incapacity/ intellectual disabilities by involving the Department of Health Services/ Office of the Public Advocate (guardianship/attorney powers).
- Helping NDIS participants to understand their NDIS plans, linking to Plan Managers and service providers, advocating for timely plan reviews and encouraging client's choice and control with respect to their person-cantered needs and goals.
- Internal housing nominations withing the Toward Home Alliance and strong advocacy for prioritization of Prevent clients.
- Advocating for internal and external grants to support clients with various housing or personal needs.
- Linking clients with financial counsellors/advisors/ home start finance/ legal services/office of the public advocate.
- Liaising with family safety services /Department of Child Protection to ensure families access and maintain safe accommodation.
- Offering culturally sensitive service delivery to Aboriginal and Torres Strait Islander clients and communities from diverse backgrounds.
- Participation in communities of practice monthly meetings for discussions around continuous improvement of Toward Home Alliance service delivery and innovation.
- Conducted thorough assessments to identify client needs and develop appropriate support interventions, resulting in improved client outcomes.
- Improved client satisfaction by efficiently addressing and resolving support issues.
- Led efforts towards achieving organizational goals by fostering a culture of continuous learning and striving for excellence in all aspects of support coordination services.
- Reduced case management timeframes by implementing efficient tracking systems and streamlining workflows, leading to increased capacity for additional clients.
- Managed high-volume caseloads, ensuring timely completion of tasks and effective communication with clients.
- Developed tailored support plans for diverse clientele, identifying unique needs and goals.
- Instrumental in achieving positive outcomes for clients by consistently developing realistic action plans aligned with specific goals and objectives.
- Collaborated with interdisciplinary teams to provide comprehensive support services for clients, improving outcomes across multiple domains.
- Elevated client engagement through personalized outreach efforts, resulting in stronger rapport-building and more successful collaboration on goal achievement.
- Implemented data-driven approaches to case management by tracking key performance indicators and using the information to drive improvements in client outcomes.
- Provided ongoing training to staff members on best practices in care coordination, promoting professional development and fostering a knowledgeable workforce.
Receptionist
St John Of God Accord
07.2022 - 09.2022
- Enhanced customer satisfaction by efficiently managing incoming calls and directing them to appropriate departments.
- Contributed to a positive work environment through excellent interpersonal skills and genuine care for colleagues'' needs or concerns.
- Expedited daily office tasks such as mail distribution, document scanning, photocopying, and data entry to ensure smooth workflow.
- Assisted in the planning and execution of company events for improved employee morale and client relations.
- Supported executive staff with calendar management, meeting coordination, travel arrangements, and expense reporting for optimal time utilization.
- Facilitated seamless business operations by acting as a liaison between clients/vendors/staff when necessary for conflict resolution or problemsolving.
- Boosted company image by providing friendly, professional, and timely assistance to all visitors, clients, and vendors.
- Maintained up-to-date knowledge of industry practices by attending workshops, conferences, and continuing education courses relevant to receptionist administration duties.
- Maintained a clean, organized, and welcoming reception area with updated reading materials for visitors while monitoring security by verifying visitor credentials and issuing visitor badges.
- Collaborated with team members on various projects to achieve department goals and improve overall efficiency.
- Bolstered communication between departments by promptly disseminating important announcements or information via email or interoffice memos.
- Streamlined office operations for increased productivity by organizing and maintaining physical and digital filing systems.
- Promoted maintenance of professional and courteous customer interactions across reception personnel.
- Handled complaints and questions, and re-directed calls to other team members.
- Kept reception area clean and neat to give visitors positive first impression.
- Took delivery of packages and documents, applying appropriate internal policies relating to chain of possession.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Answered incoming calls, directing clients to individuals addressing specific needs.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Utilized Carelink to retrieve and deliver daily notes messages.
- Oversaw office equipment maintenance to support continuous and uninterrupted operations.
- Monitored visitor access and maintained situational awareness to promote on-site security and safety.
Community Support Worker
St John Of God Accord
06.2015 - 06.2021
- Updating risk assessments as needed to ensure proper risk management strategies are in place as per organization policies.
- Supporting self-management e.g., clients to establish medication management routines and attend regular appointments with Older Persons Mental Health and other medical appointments.
- Organizing and attending RAS assessments and ACAT meetings for clients and advocating for services needed by the client.
- Establishing and maintaining skilled professional relationships with stakeholders.
- Maintaining peer support with other IPRSS colleagues and reporting issues of concern to management.
- Identifying areas of continuous improvement in service provision while undertaking organizational training such as Helping Hand way, Mental Health First Aid Accreditation, Understanding Dementia.
- Timely communication with clients, peers and other stakeholders via email and phone.
- Assisted clients in achieving greater independence, fostering a sense of empowerment through guidance and encouragement.
- Enhanced client well-being by providing comprehensive support and resources tailored to individual needs.
- Coordinated volunteer efforts for community events, building strong connections among residents while increasing program visibility.
- Maintained accurate case records to track progress, sharing relevant updates with supervisory staff and stakeholders as needed.
- Organized recreational activities that fostered positive social interactions and improved overall client satisfaction.
- Strengthened family dynamics by facilitating open communication channels between clients and their loved ones during difficult times.
- Conducted thorough assessments to identify areas of need, devising targeted interventions for maximum impact.
- Offered compassionate care during transitional periods such as housing changes or medical emergencies, providing stability amid uncertainty.
- Delivered consistent follow-up care to monitor progress towards goals, adjusting support strategies as necessary based on ongoing evaluation results.
- Promoted mental health awareness within the community through educational workshops and presentations at local events.
- Maintained professional development through ongoing training courses, staying current on best practices in the field of community support work.
- Established trust-based relationships with clients through empathetic communication and active listening skills.
- Provided crisis intervention support when needed, deescalating situations while prioritizing the safety of all involved parties.
- Developed personalized care plans, addressing each client''s unique needs and goals for improved quality of life.
- Connected clients with appropriate community resources, effectively navigating complex systems on their behalf.
Skills
- Complex Problem Solving
- NDIS Access advocacy, plan reviews and budget monitoring
- Teamwork and Collaboration
- Verbal and Written Communication
- Conducting psychosocial assessment
- Information Confidentiality, accurate data reporting, monitoring and evaluation of service delivery
- Referral to mainstream agencies to meet relevant support needs
- Efficient in use of various databases within organizations (technically savvy) Adaptable and quick to learn new systems
- Data Entry
- File Management
- Bookkeeping
- Travel Coordination
- Administrative Support
- Database Administration
Languages
English
Full Professional
Punjabi
Native or Bilingual
Hindi
Native or Bilingual
Certification
- First Aid training including CPR (current until September 2023)
- Mental Health First Aid training
Accomplishments
- Achieved weekly KPI's by completing tasks with accuracy and efficiency.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- completed advance diploma in community sector management.
Timeline
Receptionist
St John Of God Accord
07.2022 - 09.2022
Support Coordinator
St John Of God Accord
09.2021 - Current
Community Support Worker
St John Of God Accord
06.2015 - 06.2021
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