Doris Dos Santos
Tarneit,Australia
Summary
Motivated and community-focused graduate with a Bachelor’s degree in Criminology and Criminal Justice from Swinburne University. Passionate about promoting the safety and wellbeing of vulnerable children and families. Demonstrates strong understanding of the legal and social systems surrounding child protection, with practical knowledge of risk factors, family violence, and trauma. Eager to begin a meaningful career in Child Protection within the Victorian Department of Families, Fairness and Housing (DFFH).
Overview
4
4
years of professional experience
1
1
Certification
Work History
Team Manager
Starbucks
09.2023 - Current
- Provided leadership, guidance, and emotional support to team members, helping to manage stress, resolve conflicts, and maintain positive morale—relevant to leading or contributing to team-based casework.
- Handled sensitive customer concerns with empathy, active listening, and professionalism—developing strong interpersonal and de-escalation skills essential when working with vulnerable families.
- Maintained safe, inclusive, and compliant work practices aligned with legal and hygiene standards—highlighting attention to detail and adherence to regulatory frameworks.
Customer Service Consultant
Business Victoria
03.2021 - 03.2023
- Interpreted complex government policies, grant guidelines, and compliance requirements to provide clear, accessible information to diverse audiences.
- Maintained accurate records and case notes in CRM systems while protecting confidential information.
- Listened actively and responded empathetically to customer needs, building rapport and maintaining professionalism in challenging conversations.
- Delivered high-quality customer service via phone, email, and webchat, often in high-volume and high-pressure environments.
Education
Bachelor - Criminology and Criminal Justice
Swinburne University of Technology
Hawthorn, VIC01.2024
Skills
- Knowledge of the Victorian Child Protection system
- Understanding of the Children, Youth and Families Act 2005 (VIC)
- Risk and safety assessment principles
- Trauma-informed and strengths-based practice
- Cultural awareness and respectful engagement
- Excellent communication and de-escalation skills
- Report writing and documentation
- Collaboration and stakeholder liaison
- Time management and prioritisation
- Commitment to social justice and child safety
Certification
- Working with Children Check – Victoria (Valid)
- National Police Check (Current)
- First Aid Certificate
- Victorian Driver’s Licence (Probationary)
Training
- Attended “Introduction to Child Protection” seminar at Swinburne University of Technology, Hawthorn.
- Independent study of Best Interests Case Practice Model (BICPM) and MARAM framework
- Ongoing learning about Aboriginal cultural safety, family reunification, and youth justice
Timeline
Team Manager
Starbucks
09.2023 - Current
Customer Service Consultant
Business Victoria
03.2021 - 03.2023
Bachelor - Criminology and Criminal Justice
Swinburne University of Technology
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