Jo-Ann Trihey

ROLES - Complex Support Needs APS5 Planner/Service Delivery APS5 Planner/APS4 Planner

• Contribute to managing change and uncertainty in a team environment
• Propose and facilitate innovation to leadership
• Contribute to organisational improvement strategies and workplace practice changes
• Assist to ensure quality outputs and develop Justice knowledge
• Conduct regular quality assurance and manage identified risks
• Assist to supervise and coordinate a team on specific projects or specialist activities
• Complete work requiring minimal supervision
• Make decisions on complex and sensitive tasks with senior staff direction
• Manage and develop relationships with stakeholders to achieve goals
• Anticipate and respond to stakeholder needs and expectations
• Handle complex and contentious matters with persuasion and sensitivity
• Demonstrates respect, friendliness and willingness to help wherever needed
• Gather information to make informed decisions within defined parameters
• Work closely with participants to identify what current and future supports are required to make progress with a person's goals and aspirations and enable better outcomes
• Complete plans for NDIS participants
• Participate as an integral part of the NDIA's internal quality assurance framework.

• Liaise and maintain professional relationships with external State and Federal customers to facilitate smooth communication and handle requests
• Process specialised range of registration and licensing products and services
• Work within tight deadlines and fast-paced atmosphere
• Ensure that registration and licence products and services are performed in a timely and accurate manner by reviewing applications, DRIVES data, management information reports and related files in accordance with policy and procedures
• Identified and resolve data-handling errors and hardware conflicts to maintain organizational infrastructure.

ROLES - Acting Snr Client Service Officer Generalist/Allocations Officer/Disaster Relief Officer/Client Service Officer

• Work directly with clients and their advocates to provide advice and assistance on housing options based on assessment of eligibility and client need and in keeping with relevant legislation, policies and procedures
• Work collaboratively with internal specialists and external service providers and make referrals where additional support requirements are identified to better meet client needs
• Conducted interviews to clients with multiple and complex needs to work collaboratively with internal specialists and external service providers and make referrals where additional support requirements are identified to better meet client needs
• Provided mentorship and training of team members to improve skills in assessing and managing clients, including those with complex needs; and in managing client information systems to achieve greater efficiency in delivery processes
• Manage client accounts and oversee application and review of rental subsidies to ensure timely completion and compliance with current policy
• Maintained knowledge of DCJ products relating in assisting clients experiencing homelessness, domestic and family violence, financial hardship, rental hardship
• Assessed client's eligibility in relation to priority housing, temporary accommodation, rental assistance and assistance related to domestic violence, referring to external organisations where required
• Conducted interviews to bushfire effected residents of Snowy Mountains whilst working collaboratively with external organizations such as Service NSW, Legal AID, Community Health, Local Councils to identify and provides services.

ROLES - Compliance Officer/Acting Service Coordinator/Trainer

• Trained and buddied new staff members in all transactions provided by Service NSW highlighting policies and legislations associated
• Provider leadership as directed by management to weekend staff
• Provided IT assistance associated with new software to Northern NSW Service NSW centers
• Provided positive outcomes whilst complying with privacy requirements and legislative obligations ensuring confidentiality, privacy and integrity of information is not compromised at all times
• Acknowledge, resolve and record customer complaints and escalate any unresolved issues
• Perform administrative activities including establishment and receipting services including : Vehicle/Heavy Vehicle and Vessel Registrations, Individual and Company Contractor Licences, Issue, renew and upgrade NSW Driver's Licence
• Conduct weekly Audits of Motor Vehicle Dealer Documents and Reports
• Respond to questions and provide information on request from internal/external customers with courtesy, speed and accuracy.

• Provide professional administrative support to colleagues, supervisors and managers to facilitate the efficient operation of the office, data entry of rental bonds lodgments for residential and retail properties in database
• Process and finalise residential and retail claims and refunds for tenants and agents
• Handle phone calls, relay messages as a point of contact for Rental Bonds Internet Service aka RBIS Support
• Respond to all telephone enquiries from Real Estate Agents in a prompt and professional manner
• Ensure that confidentiality is maintained in regard to both verbal and written information
• Liaise with Real Estate Agents to assist with rentals bonds processing
• Oversee deposits filing and record management requirements.