Grace Woods
Coffs Harbour,NSW
Summary
I am a self motivated, highly capable worker, who prides herself on a professional work ethic and attentive work place skills. My most recent job role is Casework Support Worker in the Triage & Child Protection Team for Coffs Harbour Community Service Centre within the Department of Communities and Justice (DCJ). My primary responsibility is to ensure high quality service delivery to our families we work with, supporting my colleagues in their roles, liaising with service providers and other government representatives.
As a Casework Support Worker I am apart of the frontline service at Coffs Harbour CSC, I always ensure my service delivery is professional, compassionate and respectful. I understand that clients need to feel supported and heard before they feel secure enough to work through challenging issues. My work requires me to sufficiently juggle competing demands, diffuse situations with clients and provide executive support in a high paced environment.
I have well developed written communication skills, having drafted letters and high level minutes. I am a confident user of IT systems and government systems such as ChildStory, CM9-One TRIM, SAP, FCM Travel solutions, Promaster and Booking Intelligence. I understand the importance of excellent record keeping, paper filing standards and auditing requirements. I am methodical in my work, so that everything is completed on time and to a high standard.
Along with my professional skills I am happy, motivated and strive to build good relationships with internal and external stakeholders. I enjoy a good laugh and seek to make each day positive.
Overview
13
13
years of professional experience
Work History
Aboriginal Casework Support Worker 3/4
Department of Communities & Justice
Coffs Harbour, NSW
01.2022 - Current
- Completing Triage referrals following weekly Service Response Meeting.
- Organising logistical arrangements for meetings including case management and family meetings, supervised visits, appointments and other activities that directly support case planning and decision-making for children and young persons.
- Supervising birth family contact with caseworker colleagues.
- Liaising with support services around birth family contact.
- Actively partaking in weekly Group Supervision.
- Assisting caseworkers with provisional, full carer authorisations and carer payments.
- Organising chain of custody urinalysis and assisting with communicating appointment schedules to clients.
- Case Plan meeting preparation, including invitations, agenda and minutes.
- Broad understanding of the OOHC Financial Guidelines.
- Efficient in Child Story processes such as service requests, provision of assistance, carer organisation and family action plans.
- Completing 16A Requests to Health, Police and BDM.
- Assisting caseworkers with subpoena preparation.
- Organising DNA testing to determine paternity.
Acting Service Support Manager - 5/6
Department of Communties & Justice
Coffs Harbour, NSW
01.2020 - 06.2020
- Reviewing weekly triaged cases and allocating cases appropriately in collaboration with OOHC & Child Protection manager case workers.
- Monthly meetings with Northern Business Manager, MNC Director and Executive Director.
- Monitoring Aboriginal Consultation mailbox, responding to meeting requests and facilitating consultation meetings.
- Completing monthly accruals and reporting to Northern Business Manager.
- Reviewing Coffs Harbour CSC employee positions and establishment.
- Hiring Committee for Aboriginal Customer Service Officer 1/2 Positions.
- Communicating and negotiating with solicitors offices for subpoena due dates.
- Running monthly supervision with administration team members.
- Coordinating monthly Group Supervision within the administrative team to build stronger team relationships.
- Approving all employee credit card reconciliations on Promaster.
- Approving staff leave requests on SAP.
- Hiring Customer Service Officers through external agencies and liaising with them during their employment contracts.
- Ensure knowledge of team movements in and out of organisation.
- Responding and monitoring Allocations and Ministerials accordingly.
- Organising internal and external meetings with FSP's and NGO's.
- Liaising with external agencies to discuss purchases within OOHC financials and Family Action Plan's.
- Monitoring and approving office petty cash.
- Approving supported care, statutory care, OOHC Adoption and guardianship payments on Child Story.
Acting Senior Customer Service Officer - 3/4
Department of Communties & Justice
Coffs Harbour, NSW
11.2019 - 01.2020
- Monitor and organise CSC Service Outlet mailbox and action as required.
- Allocate and distribute work daily from Service Outlet mailbox to team members.
- Monitor team work flow and tasks daily.
- Monitor and audit all CM9 One TRIM containers, folders and naming conventions.
- Monitor Coffs Harbour CSC Ministerials received.
- Answer telephone, screen and direct calls.
- Greet persons entering organisation and deal with queries from the public and clients.
- FCM travel to schedule and organise staff and client travel arrangements.
- Smartpool and Booking Intelligence to allocate staff vehicle booking.
- Liasied with team members regards subpoena request completion.
- Promaster to reconcile company allocated staff credit card purchases, on a weekly basis.
Customer Service Officer - 1/2
Department of Communties & Justice
Coffs Harbour, NSW
02.2019 - 11.2019
- Sufficiently used management records system CM9 - One TRIM regularly to store and update documents and relevant information.
- FCM travel to schedule and organise staff and client travel arrangements.
- Smartpool and Booking Intelligence to allocate staff vehicle booking.
- Child Story on a daily basis to update confidential client records.
- Prepared and completed subpoena requests under tight time restraints.
- Promaster to reconcile company allocated staff credit card purchases, on a weekly basis.
- SAP to raise purchase requisitions, process purchase orders and complete goods receipt.
- Microsoft office to organise and schedule meetings.
- Answered phone with positive attitude and asked questions to better understand customer needs.
- Liaised with careers to organise monthly career training sessions.
- Answered and directed incoming calls using multi-line telephone system.
Receptionist
HQB Chartered Accountants
Coffs Harbour, NSW
06.2017 - 02.2019
- Processed payments and updated accounts to reflect balance changes.
- Maintained daily calendars, set appointments with clients and planned daily office events on Microsoft Office.
- Scheduled and confirmed appointments.
- Answered and directed incoming calls using multi-line telephone system.
- Delivered administrative support to team members, including making copies, sending faxes, organizing documents and rearranging schedules.
- Used the Australian Taxation Office portal to prepare and lodge individual and Business tax return.
- Maintained client records using management records systems such as AE, XERO & MYOB.
- Liaised and negotiated with ATO staff to create tax debt repayment plans on behalf of clients.
Pharmacy Assistant/Dispensary Technician
Good Price Pharmacy Warehouse
Coffs Harbour, NSW
02.2011 - 12.2016
- Filled customer prescriptions using FRED Dispense.
- Packed customer webster packs using MYPAK software.
- Responded to telephone inquiries and provided information about order status, store hours and pharmacy procedures.
- Helped pharmacy staff prepare medications and fill orders.
- Ordered pharmaceutical drugs using drug manufacturers portals - Pfizer, Symbion, API.
- Restocked shelves and prepared expired drugs for return.
- Delivered quality care to customers through close collaboration with pharmacist.
- Answered customer questions about prescribed and OTC medications.
- Delivered medications and webster packs to clients in their residential homes and community care centres.
- Frequently liaised with doctors and receptionists.
Education
Bachelor of Psychological Science -
Australian Catholic University
Sydney NSW2023
Skills
- ChildStory
- CM9 - One TRIM
- Microsoft Office
- Analysing and input data on Microsoft Excell
- Promaster Card Card Reconciliations
- FCM Travel Solutions
- SAP
- Interpersonal and communication skills
- Active Listening
- Critical thinking
- Efficient time management skills
- Effective judgement and decision making
- Paginating and redacting subpoena's
- Handling and discussing confidential workplace matters
- Working collaboratively with community
- Staff management and task delegation
Referees
- Raylene McKiernan - Manager Client Services Department of Communities and Justice.
0428 645 907
- Stevie Kirby - OOHC Manager Casework Department of Communities and Justice.
0436 399 333
Timeline
Aboriginal Casework Support Worker 3/4
Department of Communities & Justice
01.2022 - Current
Acting Service Support Manager - 5/6
Department of Communties & Justice
01.2020 - 06.2020
Acting Senior Customer Service Officer - 3/4
Department of Communties & Justice
11.2019 - 01.2020
Customer Service Officer - 1/2
Department of Communties & Justice
02.2019 - 11.2019
Receptionist
HQB Chartered Accountants
06.2017 - 02.2019
Pharmacy Assistant/Dispensary Technician
Good Price Pharmacy Warehouse
02.2011 - 12.2016
Bachelor of Psychological Science -
Australian Catholic University
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