Jasmina Zaia

• Provide case management, short-term basic counselling, and other direct support for young people aged 15-24 for their vocational and non-vocational barriers, particularly for early school leavers and disengaged young people.
• Provide intake, assessment, information, negotiating and following up case plans, advocacy, appropriate referrals and follow-up support.
• Support young people with educational and employment goals, as well as support to stabilise various personal needs, such as mental health, homelessness, alcohol & other drug use, legal issues, family conflict and more.
• Organise and/or facilitate group work programs, such as skills training and personal development workshops for young people according to local needs.
• Ensure access for disadvantaged young people, including First Nation’s young people, young people from culturally and linguistically diverse backgrounds/refugee backgrounds, young people with disabilities & LGBTIQA+ young people.
• Project Administration (meet outcomes and KPIs as required, provide Project Reports to the Management and funding body, attend training and professional development courses as required, etc.).

• Managing young persons with high and complex needs in Out of Home Care and care plans in a restrictive mental health facility in the Campbelltown area.
• Serving as a trauma specialist for young persons with PTSD, autism, FASD, ADHD, Substance Abuse Disorders, schizophrenia, bipolar, depression, anxiety, and personality disorders.
• Creating a safe and supportive therapeutic milieu to promote recovery;
• Implemented evidence-based and best-practice problem-solving interventions to establish protective measures for suicide prevention and self-harm.
• Documenting observations, interventions, and concerns in electronic systems.
• Using treatment projects that focused on problem-solving skills and creative thinking.
• Using non-medical techniques such as yoga, meditation, zumba dance, fitness and exercise to help young persons alleviate depression and anxiety.
• Transporting clients into the community, to appointments or social activities; organizing social activities for the clients and their families.
• Work within a client-centred, trauma-informed framework that is culturally appropriate.

• Assisting approximately 60 customers each day Monday to Friday regarding NBN, telecommunications services and International TV questions.
• Assessing customer needs and upsold products and services to maximize inside sales.
• De-escalating problematic customer concerns, maintaining calm, friendly demeanor.
• Informing customers about billing procedures, processed payments and provided payment option setup assistance.
• Asking probing questions to determine service needs and accurately input information into electronic systems.

• Worked on weekends with young people in Out of Home Care who have experienced complex trauma.
• Applied clinical and behavioral knowledge to maintain safety during crisis moments.
• Directed activities to promote growth in mental, emotional and educational areas.
• Collaborated with social workers to support clients.

• Supporting youth and children with disabilities, mental health issues, substance abuse issues and/or complex and challenging behaviours within an in-home, respite and community setting.
• Ensuring the safety and well being of each client is met to the highest standard.
• Providing guidance, support and developing life skills.
• Assisting with meal preparation and medication administration if required.
• Managing challenging behaviours including verbal and physical aggression, property damage and self harm.
• Transporting clients into the community, to appointments or social activities.

• Providing companionship, home administration, transportation, domestic assistance, personal care to people with disability and mental health issues.
• Recorded client status progress and challenges in logbooks and reports.
• Transported clients to locations such as medical appointments and group meetings to maintain social connections and meet medical needs.

Child Protection Service.

The role included: (1) Providing supervision at contact visits between children in out-of-home care and their birth families. Transport to and from supervised contact visits was also required in most circumstances. (2) Transporting children to and from school, appointments and other locations. (3) Assisting young people who have experienced often highly traumatic and proven neglect and abuse in a range of activities to assist their placement, education, relationships and social development. (4) Providing daytime or overnight support to children and young people. (5) Writing reports for Family court and FACS.

• Manage 4 Customer Service representatives.
• Meet monthly revenue target.
• Customer enquiries including: pricing, quoting, product compatibility, information and availability, delivery/shipment status.
• Ensure escalations are looked after and managed.
• Work with Business Units and other bodies of the business to ensure customer satisfaction is met i.e. Credits/RAs/warehouse.
• Work with direct reports ensuring customer service is at 100%.
• Delegating responsibilities through the team, ensuring 100% completion with close attention to detail.