Hayley Marshall
Berkeley,NSW
Summary
Experienced with therapeutic techniques and client-focused care. Utilizes active listening and empathy to create supportive environment. Knowledge of crisis intervention and individualized treatment planning, ensuring effective support for diverse client needs.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Youth Caseworker
Waminda
07.2022 - Current
- Provided crisis intervention services, including de-escalation techniques to ensure safety for all involved.
- Provided crisis intervention and support during emotional or behavioural incidents. Assisted in developing and implementing behavioural management strategies with youth.
- Maintained accurate records of daily activities, progress notes, and incident reports.
- Participated in meetings with other staff members to discuss client progress, treatment plans, and goals.
- Facilitated group activities that promote socialisation skills among youth.
- Collaborated with families, schools, mental health providers, probation officers and other stakeholders regarding youth's progress and wellbeing.
- Encouraged positive behaviours through role modelling, mentorship, and reward systems.
- Assisted individuals with daily living skills such as hygiene, budgeting, grocery shopping .
- Transported youth to appointments or recreational activities as needed.
- Provided advocacy services for at-risk youths within the juvenile justice system.
- Conducted assessments of clients' needs upon intake into program.
- Established and maintained environment, encouraging teamwork, collaboration and ethical behaviour.
- Mentored and supported young people through collaborative activities and social programs.
- Supervised youth recreational activities and facilitated workshops surrounding self-development, education and employment.
- Engaged in continuous professional development to stay informed on best care practices.
- Coordinated with external agencies to facilitate access to community resources for youth.
- Used job-related software to compose or prepare correspondence, case notes and technical reports
- Built trust and rapport with victims of violent crimes by remaining calm and compassionate in variety of situations.
- Interfaced with local court system, attending court proceedings and working directly with attorneys.
- Advocated for victims during difficult situations by filing police reports and connecting to needed services.
- Supported individuals by facilitating weekly group sessions.
- Attended hearings with victims to provide emotional support.
- Worked with community resources to engage youth in pro-social activities and help families access services.
- Maintained confidentiality through stringent handling of charts and data.
- Identified appropriate community resources and provided referrals for services.
- Conducted conflict resolution sessions among youths to foster a positive living situation.
- Assisted youths in developing personal goals and plans for future independence.
- Supervised daily activities and ensured a safe environment for all youth and staff involved.
- Assisted with homework and provided tutoring to support educational goals.
- Participated in team meetings to discuss progress and challenges of youths in care.
- Collaborated with mental health professionals to address specific needs of youths.
- Organised and led recreational and educational outings to promote social skills development.
- Educated families on available community resources, connecting them with essential services such as housing assistance, financial aid, or healthcare providers.
- Advocated for clients to assure respected rights and wishes.
- Assisted clients with navigating and accessing social services such as housing and medical care.
- Collaborated with schools to address students'' social-emotional needs, working closely with teachers and administrators to create supportive learning environments.
- Supported clients' emotional and psychological well-being through provision of counselling and support groups.
- Fostered increased engagement and support, organizing community outreach events and workshops.
- Built strong, trust-based relationships with clients, facilitating effective support and advocacy.
- Collaborated with other professionals to plan and coordinate care for clients.
- Developed and maintained strong relationships with community resources for successful referrals.
- Participated in professional development and training opportunities to enhance clinical skills.
- Provided crisis counselling and intervention services to clients in emergency situations.
- Facilitated peer support groups to help clients connect with others.
- 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.
- Established trusting therapeutic alliances with clients through empathetic listening, validation, and unconditional positive regard.
- Participated in ongoing professional development trainings to remain current on best practices within the counselling field.
- Worked closely with families to support clients in their recovery process and strengthen relationships among family members.
- Counselled on personal issues or concerns related to their home life or school situation.
Social Work Student
Grand Pacific Health
07.2023 - 12.2023
- Kept senior management well-informed by preparing and presenting project status reports.
- Facilitated successful project outcomes by maintaining open lines of communication among team members, stakeholders, and senior management.
- Gathered and organized supporting materials for meetings and project updates.
- Analyzed project data to identify trends and areas for improvement.
Social Work Student
Waminda
01.2022 - 07.2022
- Participated in professional development workshops to remain up-to-date on best practices in social work.
- Participated in multidisciplinary team meetings to discuss client progress and updates.
- Engaged in continuous learning on social work practices and ethical guidelines.
- Used active listening skills and supportive diction to cultivate client rapport and open communication.
- Assisted clients in accessing community resources such as housing, employment opportunities, and financial assistance programs.
- Shadowing caseworkers and family support workers at home visits, DCJ meetings, and other supports needed for the client.
- Completing referrals for internal and external agencies.
- Engaged with local organizations to promote awareness of available services within the community.
- Attended meetings, training, conferences, and seminars to advance professional knowledge.
Youth Worker
Life Without Barriers
12.2020 - 07.2022
- Provided emotional support and guidance to youths in difficult situations.
- Organized recreational activities such as sports, games, field trips, and arts and crafts.
- Collaborated with other professionals to provide comprehensive services to clients.
- Assisted youths in developing life skills such as problem solving, communication, decision-making.
- Implemented crisis management protocols when needed during emergency situations involving young people.
- Participated in regular meetings with staff members to discuss program goals and objectives.
- Supported youth with nurturing and caring assistance focused on empowering and positive independence.
- Provided individual support and mentorship to youths facing personal, academic, or social challenges.
- Communicated regularly with parents and guardians regarding youth activities, progress, and concerns.
- Monitored client progress and updated case files accordingly.
Social Work Student Intern
Life Without Barriers
11.2020 - 01.2021
- Attended trainings related to current best practices in social work field.
- Attended meetings, training, conferences, and seminars to advance professional knowledge.
- Collected data and entered into internal system database.
- Conducted research and drafted documents or presentations for special projects.
- Prepared and presented case studies to peers and supervisors for review and feedback.
- Conducted home visits to assess client living situations and support needs.
Social Work Intern
Life Without Barriers
12.2019 - 03.2020
- Attended meetings, training, conferences, and seminars to advance professional knowledge.
- Collected data and entered into internal system database.
- Conducted research and drafted documents or presentations for special projects.
- Participated in multidisciplinary team meetings to discuss client progress and updates.
- Assisted in the research and application of evidence-based practices in client care.
Legal Intern
Herbert Smith Freehills
11.2018 - 03.2019
- Reviewed legal documents and provided summaries of their contents.
- Researched case law and conducted legal research using various resources.
- Organized files, documents, notes, and other materials relevant to a case or transaction.
- Maintained updated records of pending cases or transactions.
- Assisted attorneys in preparing for hearings, trials, mediations, arbitrations.
- Performed administrative duties such as scheduling appointments or managing calendars.
- Observed courtroom proceedings and strategy meetings to gain practical legal experience.
- Provided support in pro bono cases, including research and document preparation.
Retail Sales Worker
Officeworks
01.2018 - 01.2019
- Greeted customers in a friendly and professional manner.
- Assisted customers with product selection, inquiries, and purchase decisions.
- Operated cash register to process customer purchases.
- Maintained store cleanliness and organization.
- Provided excellent customer service by responding to all customer inquiries promptly.
- Verified that all pricing was accurate on products throughout the store.
- Processed returns, exchanges, and gift cards according to company policy.
- Ensured compliance with health and safety regulations within the store environment.
- Attended staff meetings to discuss new product lines or promotions.
- Adhered to security policies for handling money transactions.
- Handled customer complaints in a timely manner.
- Developed relationships with regular customers for repeat business.
- Greeted each customer and offered assistance in finding requested items, helping boost customer satisfaction and retention.
- Helped customers by answering questions and locating merchandise.
Youth Mentor Volunteer
AIME
01.2018 - 01.2019
- Provided support, guidance and resources to assist mentees in achieving their goals.
- Facilitated activities and discussions to promote self-reflection and personal growth.
- Collaborated with stakeholders such as parents, teachers, social workers. to ensure the success of each mentee.
- Organized team building activities that foster a sense of community among participants.
- Assisted in developing life skills such as problem solving, decision making and communication strategies for youth participants.
- Participated in professional development workshops related to youth development initiatives.
- Developed creative activities that engage youth in meaningful learning experiences.
- Initiated conversations about relevant topics such as bullying, peer pressure and substance abuse prevention.
- Monitored the physical safety of participants during program hours.
- Actively promoted an inclusive environment where everyone is respected regardless of differences.
- Developed professional relationships with youth, co-workers and fellow volunteers.
- Supported children's activities by answering questions, explaining instructions, and helping individuals complete tasks.
Retail Sales Worker
Kmart
07.2018 - 11.2018
- Assisted customers with finding the right product for their needs.
- Provided product information and answered customer questions.
- Demonstrated knowledge of store products and services.
- Performed cashier duties, such as ringing up sales, processing payments and issuing receipts.
- Greeted customers upon entering the store and provided assistance.
- Maintained a clean work environment by sweeping, dusting, vacuuming and mopping floors.
- Processed returned merchandise according to company policies.
- Completed transactions in an efficient manner while providing excellent customer service.
- Operated point-of-sale systems accurately to process payments from customers.
- Handled customer complaints in a professional manner.
- Offered suggestions for additional items that may be of interest to customers.
Customer Service Representative
Mcdonalds
07.2014 - 11.2017
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, refunds and technical support.
- Developed strong relationships with customers by providing personalised assistance and support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Mentored junior team members and managed employee relationships.
Education
Bachelor of Social Work - Bachelor of Social Work (Distinction Average)
UOW University of Wollongong
04-2024
High School Diploma -
Wollongong High School of Performing Arts
11-2017
Skills
- Behavior Management
- Crisis Management
- Time Management
- Problem-solving abilities
- Conflict Resolution
- Professionalism
- Organisational Skills
- Teamwork and Collaboration
Accomplishments
- Certificate of Achievement: Excellence in English
- Certificate of Achievement: First in Mathematics
- Certificate of Participation 2022: Traditional Indigenous Games Training and Delivery
- University of Wollongong 2021: High Achiever Award
- University of Wollongong 2024: Graduated with Distinction Average
Certification
- First Aid
- Mental Health First Aid
- Aboriginal and Torres Straiat Islander Mental health first aid
- Drug and Alcohol First Aid
- Lifeline DV Alert training for Aboriginal and Torres Strait women and their families.
- Strengths-based case notes training.
- Narrative therapy 1 week intensive
References
References available upon request.
Timeline
Social Work Student
Grand Pacific Health
07.2023 - 12.2023
Youth Caseworker
Waminda
07.2022 - Current
Social Work Student
Waminda
01.2022 - 07.2022
Youth Worker
Life Without Barriers
12.2020 - 07.2022
Social Work Student Intern
Life Without Barriers
11.2020 - 01.2021
Social Work Intern
Life Without Barriers
12.2019 - 03.2020
Legal Intern
Herbert Smith Freehills
11.2018 - 03.2019
Retail Sales Worker
Kmart
07.2018 - 11.2018
Retail Sales Worker
Officeworks
01.2018 - 01.2019
Youth Mentor Volunteer
AIME
01.2018 - 01.2019
Customer Service Representative
Mcdonalds
07.2014 - 11.2017
High School Diploma -
Wollongong High School of Performing Arts
Bachelor of Social Work - Bachelor of Social Work (Distinction Average)
UOW University of Wollongong
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