Hayley Gibbs
Port Macquarie,NSW
Summary
I’m a motivated and confident Aboriginal woman who loves to get out in the community. I am currently working in a permanent part-time position, as a Therapeutic Youth Care Worker for CASPA Services.
I successfully completed a bridging course at university of Newcastle in 2022, with the hopes of completing my Diploma in Community Services in the coming year.
It has always been a goal of mine to support young people that experience disadvantage, as I was once in a position of disadvantage and strived to build myself up.
The disadvantages that i endured have provided me with a level of understanding and compassion for young people who are in need. Furthermore this has helped build my confidence in behaviour management, crisis regulation and developmental support to catering to the individual needs of Young people and ensuring positive outcomes in challenging situations.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Therapeutic Youth Care Worker
CASPA
Port Macquarie, NSW
10.2024 - Current
- Provided crisis intervention services during times of distress or emergency situations.
- Worked with the care team to assess young people's needs and discuss collaborative treatment efforts.
- Participated in clinical meetings with other staff members to discuss client progress, treatment plans, and goals.
- Interfaced with the local court system, attended court proceedings, and spoke directly with attorneys.
- Assisted in developing and implementing behavior management strategies with youth in care.
- Maintained confidentiality and integrity.
- Used job-related software to compose or prepare correspondence, case notes, and technical reports.
- Transported youth to appointments or recreational activities as needed.
- Conducted conflict resolution sessions among youths to foster a positive living situation.
- Assisted young people with daily living skills, such as hygiene, budgeting, and grocery shopping.
Customer Service Officer
Department Of Communities And Justice
09.2023 - Current
- provide customer satisfaction by efficiently addressing and resolving their inquiries and concerns to the best of my ability whilst adhering to DCJ's policies and procedures..
- Streamlined the communication between families and Caseworkers for timely issue resolution to ensure the safety of all parties involved.
- Managed payments and updated account profiles via; My Work Zone and ChildStory.
- Answered client telephone calls promptly to avoid on-hold wait times and increase customer satisfaction..
- Worked with team members to identify areas of improvement in processes and duties, to create an efficient work environment for everyone.
- Complete tasks and group conferences with respect and integrity to ensure the safety of Indigenous children is met.
- Demonstrate respect, friendliness and willingness to help wherever needed through out the office and passed on that respect to the families and young people involved.
- Adapted to the work flow of invoices and purchases and created a proficient way to adhere to my everyday tasks, which included learning new concepts quickly and efficiently.
- Minute the break down of problems and record the evaluated solutions to make decisions for child safety during Aboriginal Consults and Group supervision.
- Passionate about learning and committed to continual improvement including working towards a Casework Support position.
- Prioritised and organised my workload to ensure that I am able to provide an efficient work schedule during high work load periods.
Support Worker
Australian Unity
05.2023 - 09.2023
- Enhanced the quality of care for clients by providing personalized support and assistance with daily living activities.
- Collaborated with teams and work colleagues to develop and implement individualized care plans for each client.
- Established trusting relationships with clients and their families through empathetic communication and active listening.
- Safeguarded client well-being by monitoring health conditions, and reporting any changes to a manager and to an appropriate medical professional.
- Developed strong rapport with clients by consistently demonstrating respect, understanding, and genuine concern for their wellbeing.
- Transported clients to appointments, shopping venues and entertainment events according to their schedules.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
Sales Assistant Team Member
Tarocash
12.2022 - 05.2023
- Increased sales by engaging with customers and identifying their specific needs.
- Enhanced customer satisfaction through providing personalized recommendations and attentive customer service.
- Assisted in achieving store sales targets by driving promotions and consistently upselling products.
- Delivered exceptional customer experiences by resolving inquiries and addressing concerns promptly and professionally.
- Strengthened customer loyalty through building rapport and offering knowledgeable assistance on products and services.
- Streamlined checkout process for enhanced efficiency, leading to shorter wait times for customers during peak holiday periods.
- Utilized data-driven insights from regular inventory analysis to optimize stock allocation strategies that minimized overstocking issues without sacrificing product availability.
- Remained calm and poised in high-stress, dynamic environment to promote service to customers and staff.
Sales Assistant
Jay Jays
11.2020 - 01.2023
- Increased sales by building strong customer relationships and providing excellent service.
- Enhanced customer satisfaction with personalized product recommendations based on their needs and preferences.
- Executed visual merchandising strategies to attract customers and drive sales.
- Collaborated with team members to achieve a cohesive and efficient store environment.
- Supported store management with administrative tasks such as scheduling appointments or updating client records.
- Kept up-to-date records of daily sales activities, monitoring progress towards individual goals.
- Gathered and prepared sales materials in preparation for sales meetings.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Monitored customers for signs of security concerns and escalated issues to management.
Education
Yapug (Pathways) - Sociology
University of Newcastle
Newcastle, NSW11.2022
Diploma of Community Services - Family and Community Services
TAFE NSW
Skills
- Customer support
- Group and individual sessions
- Youth advocacy
- Multicultural sensitivity
- Rapport development
- Mental health support
- Scheduling
- Information Security
- Minute Taking
- Youth supervision
- Substance abuse awareness
- Business Administration
- Workflow Planning
Certification
- Working With Children's Check,
- National Criminal History Check
- Certificate to Provide First Aid and CPR
- NDIS Worker check.
References
- Madeline Ganino - House Leader (CASPA) 0400 592 809.
- Kaela Chesher - Manager (Tarocash) 0421 542 373
- Jane Counsell - Service Support Manager (DCJ) 0409 443 211
Timeline
Therapeutic Youth Care Worker
CASPA
10.2024 - Current
Customer Service Officer
Department Of Communities And Justice
09.2023 - Current
Support Worker
Australian Unity
05.2023 - 09.2023
Sales Assistant Team Member
Tarocash
12.2022 - 05.2023
Sales Assistant
Jay Jays
11.2020 - 01.2023
Yapug (Pathways) - Sociology
University of Newcastle
Diploma of Community Services - Family and Community Services
TAFE NSW
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