Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
REFERENCES
Timeline
Generic

Jacob BOTANY

Sydney

Summary

Proactive and goal-oriented client service executive with a 12-year background in the social services sector. Solving client complaints and problems while remaining calm and professional. Building excellent client relationships through interaction and rapport. Possess the ability to handle multiple projects simultaneously with a high degree of accuracy and extensive knowledge and experience in providing specialist case management and crisis intervention support in the areas of mental health, homelessness, family perseveration, refugees, and victim support.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Senior Client Service Officer Specialist

Homes NSW
03.2022 - Current
  • Provide advice and/ or make appropriate referrals to assist clients with complex support and housing needs in accessing appropriate support services.
  • Work collaboratively with Client Service Officers, internal specialists, and external service providers to develop innovative strategies to deliver improved client outcomes and overcome barriers to access.
  • Coordinate and monitor case management plans in consultation with relevant professional specialists, agencies, and service providers.
  • Develop and sustain local partnerships with other providers to build stronger communities.
  • Identify development and training needs for client service teams and provide on-the-job training, mentoring, and guidance to client service staff to ensure clients' specific needs are understood and appropriate services are delivered.
  • Manage the integrity of client data and files so that information is relevant, accurate, and secure.
  • Assist in managing community outreach programs including guiding and monitoring funded non-profit organisations to engage large audiences and to bring knowledge and expertise to the general public including DCJ Housing tenants and applicants.

Team Leader

Settlement Services International
08.2020 - 09.2021
  • Management of the quality assurance program, including on-site evaluations, internal and external audits, and customer feedback ensuring that the program deliverables and KPIs are met.
  • Management of a team of (6) caseworkers, and (3) tenancy Officers.
  • Resolve conflicts and negotiate mutually beneficial agreements between parties.
  • Driving and implementing operational improvements resulted in savings and improved profit margins in the client delivery program.
  • Work closely with case managers, social workers, and psychologists to support clients with complex health needs.
  • Provided emergency response in crisis situations to protect families such as clients at risk of homelessness or clients escaping domestic violence.
  • Evaluate the risk to clients or others by gathering information and conducting assessments.
  • Counseled and helped to stabilise consumers and caregivers in crisis situations.
  • Created plans and communicated deadlines to ensure projects were completed on time.
  • Built strong relationships with customers and stakeholders through a positive attitude and attentive response.
  • Mentored and guided employees to foster proper completion of assigned duties.
  • Coordinated weekly meetings for internal and external groups.

Housing Officer, Humanitarian Settlement Program

Settlement Services International
11.2014 - 03.2022
  • Conducting client needs assessments and ensuring property and required documentation meets Humanitarian Settlement Program guidelines.
  • Administer and maintain associated spreadsheets and complete relevant claims through the Humanitarian Settlement Program system.
  • Successfully engage with SSI external stakeholders and corporate partners.
  • Assist in housing initiatives and projects such as community housing, homelessness services, and rental arrears support programs.
  • Monitor and assist support workers in regional NSW and provide training as per need.
  • Support in complex case management including, but not limited to, clients with trauma, family violence, and complex health needs.
  • Research possible fraud cases by scrutinising documents and reconciling statements with reported income sources.
  • Develop and implement a variety of innovative policies and strategies to promote client self-sufficiency.
  • Educate families and community members about domestic violence and child protection, including its impact on families.
  • Client referrals to community agencies and organisations to meet treatment needs.
  • Ensure all eligible clients receive needs-based Humanitarian Settlement Program services and that services are administered in accordance with the Key Performance Indicators (KPI) and internally agreed timeframes.

Sales Executive

Museum Of Fine Clothing
02.2011 - 06.2013
  • Achieved sales goals and service targets by cultivating and securing new customer relationships.
  • Increased revenue by implementing effective sales strategies in the sales cycle process from prospecting leads through close.
  • Researched sales opportunities and possible leads to exceeding sales goals and increase profits.
  • Analysed past sales data and team performance to develop realistic sales goals.

Administrative Assistant

International Tubular Services (iTS)
11.2009 - 12.2011
  • Answered multi-line phone system, routing calls, delivered messages to staff, and greeted visitors.
  • Executed record filing system to improve document organisation and management.
  • Scheduled office meetings and client appointments for staff teams.
  • Sorted and distributed office mail and recorded incoming shipments for corporate records.

Journalist

Al Iraq Ghadan Journal
01.2006 - 10.2009
  • Wrote pieces and news stories for online publication, coordinating images and layout to deliver a proper presentation.
  • Performed research and checked facts to maintain a high standard of journalistic integrity.
  • Wrote, edited, and produced stories for the newspaper and digital channels.
  • Applied understanding of public opinion, social media, and traditional media use to create engaging and attention-grabbing stories.

Education

Bachelor of Social Science (Psychology) -

Western Sydney University
Sydney, NSW

Diploma of Community Services (Case Management) -

TAFE NSW
Sydney, NSW

Diploma of Language Interpreting -

TAFE NSW
Sydney, NSW

Skills

  • Attention to Detail
  • Effective communication skills
  • Managing funded programs
  • Planning and Coordination
  • Stakeholder relationship management
  • Issue and Complaint Resolution
  • Analytical and Critical Thinking
  • Time management skills

Certification

· Police Clearance and Working with Children Clearance

· Driver License

· Disability and LGBTQI+ awareness

· Mental health initial assessment

Accomplishments

· Case managed individuals and families for (9) years whilst working for Humanitarian settlement program.

· Achieved 98% of the referral objectives for cases referred to Homes NSW senior support coordination program.

· Received staff excellence award for diversity and inclusion 2023.

· Received staff excellence nomination for building relationships 2023.

. Nominated Homes NSW hero in July 2024.

REFERENCES

Nicola O'Ryan Smits - Current Manager | M: 0461 166 226 E: nicola.oryan-smits@homes.nsw.gov.au

Graham Moore - Former Manager | M: 0419 178 237 E: graham.moore@homes.nsw.gov.au

Haitham Subhi – Former Manager | M: 0402 478 981 E: hsubhi@ssi.org.au


Timeline

Senior Client Service Officer Specialist

Homes NSW
03.2022 - Current

Team Leader

Settlement Services International
08.2020 - 09.2021

Housing Officer, Humanitarian Settlement Program

Settlement Services International
11.2014 - 03.2022

Sales Executive

Museum Of Fine Clothing
02.2011 - 06.2013

Administrative Assistant

International Tubular Services (iTS)
11.2009 - 12.2011

Journalist

Al Iraq Ghadan Journal
01.2006 - 10.2009

Bachelor of Social Science (Psychology) -

Western Sydney University

Diploma of Community Services (Case Management) -

TAFE NSW

Diploma of Language Interpreting -

TAFE NSW

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Jacob BOTANY