Emma Maddison
Lilyfield
Summary
Dynamic case manager with a proven track record at St George Womans Housing, excelling in crisis intervention and interdisciplinary collaboration. Demonstrated success in enhancing client support through effective problem-solving and relationship building. Achieved a significant improvement in client satisfaction and case resolution efficiency.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Receptionist
Face By Rebecca
03.2024 - 11.2024
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
- Organized, maintained and updated information in computer databases.
- Answered central telephone system and directed calls accordingly.
- Corresponded with clients through email, telephone, or postal mail.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Improved appointment scheduling system, reducing wait times and increasing client satisfaction.
- Resolved customer problems and complaints.
- Confirmed appointments, communicated with clients, and updated client records.
- Balanced employee availability, customer schedules, and maximum load levels when scheduling appointments.
Mental Health Case Manager
Sy George Community Mental Health
06.2021 - 10.2021
- Conducted home visits when necessary, assessing living environments for safety concerns or potential triggers that could impact a client''s mental wellbeing negatively.
- Maintained open lines of communication with other healthcare professionals involved in a client''s care plan, ensuring a comprehensive and holistic approach to treatment.
- Developed strong rapport with clients, building trust and enabling more effective case management interventions.
- Addressed clients'' psychosocial needs by referring them to appropriate resources and services.
- Maintained accurate case records, ensuring confidentiality and compliance with relevant regulations.
- Monitored client progress through regular evaluations, adjusting treatment plans as needed for optimal results.
- Coordinated care transitions between different levels of care, ensuring seamless continuity of services for clients during critical periods in their recovery journey.
- Enhanced collaboration with interdisciplinary teams for better service delivery and client support.
- Educated families about mental health conditions, helping them understand their loved one''s needs and supporting them throughout the treatment process.
- Implemented evidence-based practices to improve overall effectiveness of mental health services provided to clients.
- Managed caseloads effectively, prioritizing urgent cases and ensuring timely followups.
- Adhered to ethical and legal standards for confidentiality, protecting clients' privacy.
- Prepared reports to summarize clients' mental health status and treatment progress.
- Attended trainings to participate in regular supervision and continued education to maintain professional competence and ethical standards.
- Stayed current on mental health research to follow new developments and research in mental health field.
- Displayed sensitivity to cultural and linguistic needs of clients and families served.
- Conducted crisis interventions to respond to clients in crisis, assess immediate needs and provide support and resources.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Work Experence- Case Manager
Barnardos
03.2017 - 08.2017
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Collaborated with multidisciplinary teams to address client needs and formulate tailored support strategies.
- Strengthened relationships with community organizations to increase access to supportive resources for clients in need.
- Enhanced communication between clients and providers through consistent follow-ups and progress updates.
- Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide useful benefits to clients.
- Partnered with physicians, social workers, activity therapists, nutritionists, and case managers to develop and implement individualized care plans and documented patient interactions and interventions in electronic charting systems.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Facilitated successful transitions between levels of care by developing detailed discharge plans and coordinating resources.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- 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.
- Strengthened communication skills through regular interactions with others.
Case Manager
St George Womans Housing
03.2011 - 11.2013
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Contributed to team discussions and case conferences actively, sharing insights and expertise with colleagues to optimize client support strategies.
- Advocated for client rights when interacting with external agencies or institutions, ensuring fair treatment at all times.
- Monitored clients' progress and tracked client services to provide crisis interventions.
- Assisted clients in setting achievable goals while providing ongoing encouragement and support throughout the process of reaching those objectives.
- Collaborated with multidisciplinary teams to address client needs and formulate tailored support strategies.
- Strengthened relationships with community organisations to increase access to supportive resources for clients in need.
- Provided crisis intervention support for clients experiencing emergencies, using appropriate techniques to de-escalate situations safely.
- Promoted a safe environment for vulnerable populations by reporting suspected abuse or neglect.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Assisted clients in navigating housing, legal services and public benefits to gain access to valuable resources.
- Participated in regular professional development opportunities to stay current on best practices within the field of case management.
Education
Bachelor of Social WorkWith Honours - Social Work
University of New South Wales
Sydney, NSW02-2022
Diploma - Family And Community Services
TAFE NSW
St George NSW02-2012
Certificate IV - Family And Community Services
TAFE NSW
St George, NSW02-2011
High School Diploma -
Pennant Hills High School
Pennant Hills, NSW11-2003
Skills
- Problem-solving
- Case management
- Time management
- Case documentation
- Active listening
- Organization and multitasking
- Relationship building
- Conflict resolution
Certification
Recovery and strengths training
Stigma training
Attachment theory
Circle of security training
Timeline
Receptionist
Face By Rebecca
03.2024 - 11.2024
Mental Health Case Manager
Sy George Community Mental Health
06.2021 - 10.2021
Work Experence- Case Manager
Barnardos
03.2017 - 08.2017
Case Manager
St George Womans Housing
03.2011 - 11.2013
Recovery and strengths training
Stigma training
Attachment theory
Circle of security training
Bachelor of Social WorkWith Honours - Social Work
University of New South Wales
Diploma - Family And Community Services
TAFE NSW
Certificate IV - Family And Community Services
TAFE NSW
High School Diploma -
Pennant Hills High School
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