Experienced counsellor/case manager with a proven track record in providing professional guidance and counseling to clients. Skilled in delivering direct client services and specializing in client advocacy and proactive support. Collaborative team player adept at adapting to changing needs and dedicated to achieving impactful outcomes. Possesses expertise in strategic guidance and support, utilizing analytical skills and effective communication to drive solutions. Recognized for fostering strong client relationships and consistently delivering positive outcomes.
Hi, I’m
Echo (Hsin-Yi) HO
Counsellor/ Case Manager
Kings Langley,Australia
Summary
Overview
21
years of professional experience
Work History
International Organization for Migration, IOM
Assisted Voluntary Return (AVR) Caseworker
08.2009 - Current
Job overview
- Provide information on Assisted Voluntary Return (AVR) services and targeted return planning advice to potential clients and relevant stakeholders in the community.
- Conduct confidential counselling sessions with clients considering voluntarily returning to their home country and monitor case progress for timely completion and compliance with company policy. Managing from 20 to 50 cases monthly.
- Manage referrals from hospitals and assist clients with complex medical needs to return to their country of origin and develop individualized plan.
- Perform operational escort duty overseas to assist vulnerable clients to return to their country of origin in human and dignified matter
- Develop individual return and reintegration plans in coordination with relevant IOM missions abroad that aimed at enhancing sustainable reintegration in client’s country of return
- Maintain confidential client case files and computer-based database and complete periodic project reporting
- Liaise closely with Department of Home Affairs and foreign embassy/consulate offices
- Conduct/facilitate information and awareness-raising training workshops among target client groups, community stakeholders and Department of Home Affairs
- Perform general office administration and record-keeping
- Maintain up-to-date records on all clients, enabling accurate monitoring of progress and appropriate case planning adjustments.
- There is no designated receptionist in sub-office, therefore all caseworkers answer incoming calls, directing clients to individuals addressing specific needs on rotation basis.
- Greet incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
Sydney Norwest Chinese School
Weekend Administrative Assistant
01.2018 - 12.2022
Job overview
- Answer in-coming calls, deliver messages to staff and greet visitors.
- Deliver excellent customer service through prompt responses to parents' inquiries, addressing concerns effectively, and building strong relationships.
- Ensure accurate record-keeping with diligent data entry and database management for vital company information.
- Boost student enrollment rates with strategic marketing initiatives and community outreach programs.
- Manage multiple social media platforms, ensuring a consistent brand voice and message. Created Facebook page and scratch with current followers reaching 443.
Quest Solutions
Personal Support Programme Counsellor
03.2009 - 06.2009
Job overview
- Face-to-face counselling for clients with significant barriers to participating in mainstream employment
- Help clients address personal circumstances that can include alcohol/drug dependency, homelessness, depression, anxiety, trauma, social isolation and long-term unemployment
- Provide appropriate referral for clients to access other suitable government/ community agencies
- Assisted clients in setting realistic goals, developing action plans, and monitoring progress towards achievement.
- Maintained accurate documentation of client interactions, assessments, and progress notes for effective case management.
Insight Services Group
Rehabilitation Consultant/ Counsellor
05.2008 - 03.2009
Job overview
- Conduct assessment and case management procedures to determine client-specific needs and requirements regarding injury management and return to pre-injury requirements either in the workplace or domestically
- Provide existing and new client case management services that utilize evidence-based practice, and personal professional expertise to achieve client outcomes in an ethical and professional manner
- Maintain relationships with local general practitioners and relevant treating professionals to achieve a timely recovery for clients
- Maintain regular and effective communication streams with existing clients and referring Agents
- Manage the development and acceptance of client-focused rehabilitation/treatment plans and activities while ensuring that all stakeholder relationships interests and views are understood and communicated
- Provide EAP counselling for clients when needed
- Collaborated with interdisciplinary teams for comprehensive patient care and improved treatment outcomes.
- Evaluated client progress regularly, adjusting treatment plans accordingly for optimal recovery results.
Women’s Health Service
Counsellor
08.2008 - 02.2009
Job overview
- Face-to-face counselling for women of all ages who have experienced trauma and/or violence in their life
- Liaise with community organizations and other relevant government agencies to help promote Women’s Mental Health in ACT area
- Specialized in Trauma Counselling, also adapts theories from Cognitive Behavioural Therapy, Mindfulness exercise, Dialectic Behavioral Therapy and Narrative Therapy
- Maintained accurate documentation of client interactions, assessments, and progress notes for effective case management.
- Implemented behavioural modification strategies to help clients develop healthier coping mechanisms.
Richmond Fellowship
Family Counsellor
09.2007 - 04.2008
Job overview
- Face-to-face counselling for adolescents/young adults between the ages of 12 to 25 and their family members
- Specialized in providing client-centred/future-oriented therapy
- Adopts theories from strategic/family systemic therapy by using the two-way mirror and reflective team during family counselling session
- Conducted intake and needs assessments to set therapeutic goals and establish professional relationships with clients.
- Co-facilitate an anger management group, funded by Youth Justice
Marymead Child and Family Centre
Foster Care Caseworker/ Respite Coordinator
09.2007 - 04.2008
Job overview
- Case management for foster children
- Tasks include maintaining relationships between foster carers and foster children, liaisons with The Office of Children, Youth and Family Support (OCYFS) and picking up signs of child abuse and neglect
- Organize and coordinate respite arrangement for families that need respite support from the Marymead Foster programme
- Maintained accurate and up-to-date case records, ensuring compliance with agency standards and state regulations.
- Also responsible for receiving and prioritizing OCYFS/Community referrals
- Contributed to a positive work environment by actively engaging in team meetings, sharing experiences, knowledge, and resources with fellow caseworkers.
- Increased knowledge on current best practices for foster care caseworkers by attending professional development workshops and trainings regularly.
Macleans College
Guidance Counsellor
11.2006 - 09.2007
Job overview
- Face to face counselling of students and staff
- Establish good referral procedures with school, staff and outside agencies
- Counselling and pastoral care of international students
- Facilitate the Traveler’s group for students at risk and provide peer support training for senior students
- Liaise with parents, school staff and outside health professionals to promote the best possible outcome for the students in need.
- Enhance student emotional well-being by providing individual and group counselling sessions.
- Collaborate with teachers and administrators to address the social, emotional, and academic needs of all students.
- Develop a safe and supportive school environment by promoting positive behaviour and addressing issues included bullying and harassment.
- Coordinate with outside agencies to determine students receive appropriate services and resources.
- Develop and implement individualized behaviour plans to assist students with achieving academic and behavioural goals.
- Promoted mental health awareness among staff members through training programs on topics such as stress management, self-care, and recognizing warning signs in students.
Auckland Sexual Abuse Help
After Hours Crisis Team back up duty counsellor
08.2005 - 12.2006
Job overview
- Provide crisis counselling and support for rape survivors during the statement process and forensic/therapeutic medical process in the police station and in the hospital, respectively
- On call for the duration of the entire duty
- Need to be there for the survivors within 30 minutes of traveling time once informed by the police
- Provide 24hrs telephone counselling service for survivors, as well as providing information and advice for effected individuals or families
- Provide face-to-face counselling for survivors, including teenagers and Asian/mandarin speaking clients if they would like to engage in long term therapy
- Assist other community organizations, such as the police and hospital staff to make the statement talking and forensic medical process as smooth and stress-free as possible for the clients
Youthline Charitable Trust
211 Helpline Operator – Pilot Run
03.2005 - 12.2006
Job overview
- Identify clients’ primary issue of calling; use counselling expertise with empathy to support callers throughout the call
- Assist transfer to the appropriate helplines and social services for callers with excellent telephone manner and oral communication skill
- Refer callers to the appropriate community service they need
- Work together with a wide range of community service sectors to create a more resourceful information network for everybody in the community
Youthline Charitable Trust
Office Assistant & Telephone counsellor
03.2004 - 03.2005
Job overview
- Worked as back-up receptionist
- Responsible for customer service, service referrals, and provide information or advice for clients on the phone or face-to-face
- Promoted Youthline services by conducting seminars in schools, as well as representing Youthline in various events and activities
- Experienced in organizing events and catering needs
- Volunteered as telephone counsellor
- Experienced networker
- Responsible for maintaining relationship and sharing information with other community service providers
Education
Massey University Auckland, New Zealand
Post-graduate certificate from Education
01.2017
University Overview
University of Auckland Auckland, New Zealand
Bachelor of Arts from Psychology and Employment Relation
01.2004
University Overview
Rangitoto College Auckland, New Zealand
High school certificate
01.2000
University Overview
Skills
- Case management
- Records Management
- Problem-Solving
- Interpersonal Communication
- Service assistance and support
- Relationship Building
- Administrative Management
- Community Outreach
Workshop Experience
Workshop Experience
- Office/reception Training workshop, 2004
- Save the child workshop, 2004
- NZAAHD Involve International Conference, 2004
- The Trauma Model and Sexual Abuse, 2005
- Peer Support Training workshop, 2006
- Traveler’s Workshop, 2007
- Introduction to Focusing, 2007
- Youth Focused Brief Intervention Training, 2007
- Understanding the neurobiology of complex trauma, 2008
- Child Protection Training, Level Three, 2008
- Patient Aggression Program, 2008
- Solution Focused counselling workshop, 2009
- Non-violence Communication, 2010
- Acceptance & Commitment Therapy workshop, 2010
- Anti-slavery campaign, 2011
- Stop Human Trafficking workshop, 2012
- I know Gender online training workshop, 2015
- Staff Cohesion & Development Initiative, 2016
- NSW Forced Marriage Networking workshop, 2019
Voluntary Experience
Voluntary Experience
- Coca-cola Christmas in the park (team leader)
- Telephone Counsellor for Youthline Charitable Trust
- Face to face counsellor for Youthline Charitable Trust
Placement Experience
Placement Experience
- Botany Down’s Secondary College Counselling intern, April 2006
- Macleans College Counselling intern, September 2006
- Youthline Charitable Trust Face to Face Therapy Team, June 2006 - Present
- Auckland Sexual Abuse Help Therapy Team, September 2005 - June 2006
References
References
- Nina Benedek, Senior AVR Caseworker, International Organization for Migration (IOM), 02 92482102; 0448414732, nbenedek@iom.int
- Alexandra Bonnie, Senior Programme Manager, International Organization for Migration (IOM), 02 6267 6655; 0408 020 935, abonnie@iom.int
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
HybridImportant To Me
Flexible work hoursCompany CulturePersonal development programsWork-life balanceWork from home optionLanguages
English
Bilingual or Proficient (C2)
Chinese (Mandarin)
Bilingual or Proficient (C2)
Timeline
Weekend Administrative Assistant
Sydney Norwest Chinese School
01.2018 - 12.2022
Assisted Voluntary Return (AVR) Caseworker
International Organization for Migration, IOM
08.2009 - Current
Personal Support Programme Counsellor
Quest Solutions
03.2009 - 06.2009
Counsellor
Women’s Health Service
08.2008 - 02.2009
Rehabilitation Consultant/ Counsellor
Insight Services Group
05.2008 - 03.2009
Family Counsellor
Richmond Fellowship
09.2007 - 04.2008
Foster Care Caseworker/ Respite Coordinator
Marymead Child and Family Centre
09.2007 - 04.2008
Guidance Counsellor
Macleans College
11.2006 - 09.2007
After Hours Crisis Team back up duty counsellor
Auckland Sexual Abuse Help
08.2005 - 12.2006
211 Helpline Operator – Pilot Run
Youthline Charitable Trust
03.2005 - 12.2006
Office Assistant & Telephone counsellor
Youthline Charitable Trust
03.2004 - 03.2005
Massey University
Post-graduate certificate from Education
University of Auckland
Bachelor of Arts from Psychology and Employment Relation
Rangitoto College
High school certificate
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