Katy Campbell
Cranbourne West,VIC
Summary
Professional, friendly and hardworking Direct Care Worker offering long term commitment. Strong desire to utilise my qualifications to gain employment in a well-established community program. Experience working in the Community Service sector with a genuine interest in enabling positive outcomes. Strong ability to create rapport and engage with a wide range of people, at all levels, in a professional manner. Proven ability in analysis of complex issues and high-level adherence to confidentiality. Calm disposition with an ethical, logical and fair approach in stressful situations. Team player with highly effective time management and problem-solving skills. Excellent customer service skills with customer first mindset. Telephone management to answer, screen and forward calls, provide information, take messages and schedule appointments. Proficiency with all aspects of Microsoft Suite of Applications and capable of learning new computer programs with success and ease.
Overview
15
15
years of professional experience
Work History
COMMUNITY DIRECT CARE WORKER
BROTHERHOOD OF SAINT LURENCE
01.2022 - 01.2023
- Plan, develop, manage and continuously improve group respite operations to meet identified carer needs within approved budget and framework
- Undertake the intake and assessment of carers and care recipients to understand their respite support needs and design accurate, comprehensive and detailed care plan in partnership with individuals and their carers as appropriate
- Facilitate group activities, support and encourage clients to participate in activities of their choice whilst at the centre; support other staff in providing personal care to clients as required
- Comply and adhere to organisational policy and procedures, work instructions, CHSP guidelines and relevant legislative requirements
- Make logistical arrangements for respite retreats such as venue preparation, catering, room set up and clean up, evaluation sheets etc
- Develop effective relationships with external agencies, providers, committees and forums and foster these relationships in the interests of service outcomes.
- Received and resolved average of 3 calls each week regarding complaints and problems.
- Facilitated recreational activities for patients that promoted socialization, physical activity, and cognitive stimulation.
- Maintained detailed records of patient progress, ensuring accurate information was readily available for healthcare providers and family members.
- Managed challenging behaviors effectively using appropriate de-escalation techniques and crisis intervention strategies when necessary.
- Demonstrated empathy and understanding while addressing the diverse cultural, social, emotional, or intellectual needs of each patient.
- Enhanced patient well-being by providing compassionate and individualized care tailored to their specific needs.
- Utilized active listening skills in order to understand each patient''s unique needs, preferences, and goals for their care plan execution.
- Reduced instances of patient injury through vigilant monitoring and timely intervention in high-risk situations.
- Administered medications accurately and promptly, adhering to medication schedules and physician instructions.
- Fostered strong relationships with patients and their families, promoting open communication lines for better understanding of care plans.
- Collaborated closely with other direct care workers in coordinating seamless shift transitions pertaining to ongoing care requirements.
- Maintained clean personal areas and prepared healthy meals to support client nutritional needs.
- Educated patients on self-care practices with the goal of increasing independence levels where appropriate.
- Entrusted to handle confidential and sensitive situations in professional matter.
- Implemented physical therapy to support patient improvement in muscle tone, range of motion and injury recovery.
DIRECT CARE WORKER
City of Casey
03.2021 - 07.2022
- Direct Care Worker supporting older Australian’s in their private homes with all aspects of personal care, home care and respite care including bathing, dressing, personal hygiene, grooming, meal preparation, shopping, companionship
- Follow instructions of service requirements via individual client’s Care Plan
- Writing shift feedback reports after every shift and report any incidents or hazards to direct manager
- Adhering to company policies which are guided by the Charter of Aged Care Rights and Aged Care Act 1997.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Provided emotional support to patients during difficult times, fostering a sense of trust and psychological wellbeing.
- Assisted patients with daily living activities such as bathing, dressing, grooming, and feeding for improved quality of life.
- Delivered exceptional service by prioritizing patient safety while maintaining confidentiality according to HIPAA guidelines.
- Facilitated recreational activities for patients that promoted socialization, physical activity, and cognitive stimulation.
- Maintained detailed records of patient progress, ensuring accurate information was readily available for healthcare providers and family members.
- Managed challenging behaviors effectively using appropriate de-escalation techniques and crisis intervention strategies when necessary.
- Demonstrated empathy and understanding while addressing the diverse cultural, social, emotional, or intellectual needs of each patient.
- Monitored and assisted residents through individual service plans.
- Reduced instances of patient injury through vigilant monitoring and timely intervention in high-risk situations.
- Fostered strong relationships with patients and their families, promoting open communication lines for better understanding of care plans.
- Collaborated closely with other direct care workers in coordinating seamless shift transitions pertaining to ongoing care requirements.
- Scheduled and accompanied clients to medical appointments.
- Ensured clean and comfortable living environments through diligent housekeeping duties catered towards individual preferences whenever possible.
- Remained alert to problems or health issues of clients and competently responded.
- Educated patients on self-care practices with the goal of increasing independence levels where appropriate.
- Kept clients engaged in social networks and communities for personal health and growth.
- Turned and positioned bedbound patients to prevent bedsores and maintain comfort levels.
- Recognized and reported abnormalities or changes in patients' health status to case manager.
- Provided transportation services for patients'' appointments with healthcare providers or community-based events as needed.
- Transported individuals to events and activities, medical appointments, and shopping trips.
- Assisted disabled clients to support independence and well-being.
- Led patient or group recreational activities for enhanced patient outcomes.
- Encouraged and supported clients to participate in recreational and leisure activities to promote social interactions and reduce loneliness.
- Researched community resources and services to provide accessibility and assistance to clients.
- Cooked meals and assisted patients with eating tasks to support healthy nutrition.
- Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming.
- Assisted patients with bathing, grooming, dressing, and oral hygiene care both in private residences and facilities.
- Laundered items, changed sheets and made bed to keep patients' bedroom clean.
- Recorded status and duties completed in logbooks for management.
- Built and maintained rapport with clients and family members to facilitate trusting caregiver relationship.
- Entrusted to handle confidential and sensitive situations in professional matter.
DIRECT CARE WORKER
Home Instead
01.2020 - 01.2021
- Direct Care Worker supporting older Australian’s in their private homes with all aspects of personal care, home care and respite care including bathing, dressing, personal hygiene, grooming, meal preparation, shopping, companionship
- Follow instructions of service requirements via individual client’s Care Plan
- Writing shift feedback reports after every shift via Alayacare app and report any incidents or hazards
- Adhering to company policies which are guided by the Charter of Aged Care Rights and Aged Care Act 1997
- Discuss difficult clients with Client Care Manager and develop strategies that will assist the client and worker to achieve the best outcomes.
- Assisted patients with daily living activities such as bathing, dressing, grooming, and feeding for improved quality of life.
- Facilitated recreational activities for patients that promoted socialization, physical activity, and cognitive stimulation.
- Managed challenging behaviors effectively using appropriate de-escalation techniques and crisis intervention strategies when necessary.
- Demonstrated empathy and understanding while addressing the diverse cultural, social, emotional, or intellectual needs of each patient.
- Reduced instances of patient injury through vigilant monitoring and timely intervention in high-risk situations.
- Fostered strong relationships with patients and their families, promoting open communication lines for better understanding of care plans.
- Collaborated closely with other direct care workers in coordinating seamless shift transitions pertaining to ongoing care requirements.
- Scheduled and accompanied clients to medical appointments.
- Determined specific needs and provided most appropriate level of services for patient well-being.
- Maintained clean personal areas and prepared healthy meals to support client nutritional needs.
- Educated patients on self-care practices with the goal of increasing independence levels where appropriate.
- Documented vitals, behaviors, and medications in client medical records.
- Recognized and reported abnormalities or changes in patients' health status to case manager.
- Provided transportation services for patients'' appointments with healthcare providers or community-based events as needed.
- Transported individuals to events and activities, medical appointments, and shopping trips.
- Planned healthy meals, purchased ingredients, and cooked meals to provide adequate nutrition for client wellbeing.
- Maintained clean, safe, and well-organized patient environment.
- Assisted disabled clients to support independence and well-being.
- Monitored progress and documented patient health status changes to keep care team updated.
- Monitored clients to assess and report physical and behavioral changes to supervisors.
- Transported clients to medical and dental appointments to provide support.
- Educated clients and family members on relevant topics to support independent living.
- Encouraged and supported clients to participate in recreational and leisure activities to promote social interactions and reduce loneliness.
- Researched community resources and services to provide accessibility and assistance to clients.
- Cooked meals and assisted patients with eating tasks to support healthy nutrition.
- Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming.
- Assisted patients with bathing, grooming, dressing, and oral hygiene care both in private residences and facilities.
- Laundered items, changed sheets and made bed to keep patients' bedroom clean.
- Built and maintained rapport with clients and family members to facilitate trusting caregiver relationship.
- Guided patients to restroom to support bladder and bowel relief requirements.
- Transported clients to and from medical appointments with safety and efficiency.
- Entrusted to handle confidential and sensitive situations in professional matter.
- Enhanced patient well-being by providing compassionate and individualized care tailored to their specific needs.
CUSTOMER SERVICE OFFICER
Bluestar Connect
06.2019 - 09.2019
- Customer service including following up orders, ensuring all orders are entered correctly into database, proof of delivery reporting to clients in a timely manner
- Develop strong relationships with clients, internal and external stakeholders
- Create stock codes to client specifications, stock reporting including back order and stock usage.
PERSONAL CARE ATTENDANT
Victoria By The Park
12.2014 - 12.2016
- Assisted in direct care and management of clients across all age groups with medical and behavioral issue as directed by their treatment plan
- Attended to individual ADL’s
- Maintain client files and records and perform Liaise with all parties involved in court proceedings to achieve court ordered outcomes including scheduling supervised contacts.
- Ensured safety and comfort of clients through diligent monitoring and timely assistance with daily activities.
- Collaborated effectively with healthcare professionals to ensure comprehensive care for clients with complex medical conditions.
- Transported individuals to events and activities, medical appointments, and shopping trips.
- Planned healthy meals, purchased ingredients, and cooked meals to provide adequate nutrition for client wellbeing.
- Monitored vital signs regularly, promptly reporting any concerns or changes in the client''s condition to healthcare providers.
- Offered emotional support when needed establishing trust between me as the attendant and my patient.
- Managed household tasks for clients, such as cleaning, laundry, meal preparation, and errands, creating a comfortable living environment.
- Utilized adaptive equipment like walkers or wheelchairs for aiding clients movement.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Documented vitals, behaviors, and medications in client medical records.
- Wiped down equipment with proper cleaning products after each patient transport to reduce instances of infection.
- Consulted with supervisors to assess cases and plan strategies for enhancing care.
- Assisted clients in maintaining personal hygiene, including bathing, grooming, and dressing, while preserving their dignity and privacy.
- Provided compassionate support for clients facing physical or emotional challenges, fostering a nurturing environment.
- Reported unusual or urgent circumstances in patients' condition or environment immediately to nurse supervisor.
- Promoted independence among clients by teaching them essential self-care skills and encouraging autonomy.
- Turned and positioned bedbound patients to prevent bedsores and maintain comfort levels.
- Maintained detailed records of clients'' progress, identifying areas of improvement and adjusting care plans accordingly.
- Entertained, conversed, and read aloud to keep patients mentally alert.
- Developed strong rapport with clients'' families, providing regular updates on their loved one''s wellbeing and progress toward goals.
- Used company software and databases to maintain records of services performed and patient conditions.
- Assisted patients with personal requirements for housekeeping and grooming assistance.
- Administered medications as prescribed by healthcare providers, ensuring proper dosage and adherence to schedules.
- Enhanced client satisfaction by providing attentive and personalized care tailored to individual needs.
- Conferred with supervisor to discuss patient condition and medical care.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Helped clients maintain optimal health by overseeing medication administration and doctor's appointments.
- Provided assistance in daily living activities by dressing, grooming, bathing, and toileting patients.
- Furthered skills by actively taking part in employee training and taking classes to improve skills.
- Built strong relationships with clients to deliver emotional support and companionship.
- Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Recognized and reported abnormalities or changes in patients' health status to case manager.
- Supported clients with mental support and physical activities to accomplish quality of life and sustain needs.
- Monitored clients' overall health and well-being and noted significant changes.
- Provided compassionate and patient-focused care to cultivate well-being.
- Guided patients to restroom to support bladder and bowel relief requirements.
- Laundered items, changed sheets and made bed to keep patients' bedroom clean.
- Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming.
- Entrusted to handle confidential and sensitive situations in professional matter.
- Provided staff coaching, mentoring, and consultation to enhance performance and professional development.
- Built and maintained rapport with clients and family members to facilitate trusting caregiver relationship.
- Identified needs and coordinated plans for travel and out-of-town functions.
DELI MANAGER
Foodworks
01.2012 - 01.2015
- Maintain a high level of customer service to ensure repeat customers and retain good public relations with the community and local businesses
- Roster, manage and train Deli staff
- Price and order stock weekly in line with company expectations as well as monthly stocktake
- High level of food safety and food handling including liaising with local health inspectors.
- Managed supply chain functions for deli supplies, ingredients and merchandise.
- Trained, supervised and evaluated deli staff to align compliance with health and safety regulations.
- Maintained an organized workspace, facilitating efficient workflow and reduced preparation time.
- Created enticing deli displays that showcased featured products and attracted customers to the department.
- Increased deli sales by implementing innovative merchandising and promotional strategies.
- Reviewed pricing and ordered food ingredients, kitchen appliances, and supplies.
- Developed special promotions to increase revenues.
- Inspected preparation and storage equipment regularly to assess and maintain performance for cost-effective, safe operations.
- Achieved high customer satisfaction ratings with thorough training and effective customer service policies.
- Developed pricing strategies to maximize profits while maintaining customer satisfaction.
- Organized special events such as tastings or promotions, driving increased foot traffic to the department.
- Addressed customer complaints with professional demeanor and used communication and problem-solving skills to resolve issues.
- Controlled food costs and managed inventory.
Customer Service Representative
San Remo Bakehouse
08.2010 - 01.2014
- Customer and barista service on front counter
- Maintain stock levels
- Acting manager when manager was absent.
- Supported fellow staff members during busy periods by taking on additional tasks leading to improved teamwork dynamics and increased productivity.
- Collaborated with other team members to maintain a clean, organized, and welcoming environment.
- Demonstrated adaptability skills when adjusting schedules according to unexpected changes in guest numbers or special events.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained clean, organized kitchen to maximize efficiency and food safety.
- Washed dishes and sanitized prep area at end of each shift.
- Decorated baked goods and designed visually appealing displays of finished products.
- Arranged bakery displays to showcase baked goods, cakes, and pies to drive product sales.
- Enhanced customer satisfaction by providing exceptional service and handling special requests for bakery products.
- Upheld cleanliness standards within the bakery area, ensuring a safe and sanitary workspace for food preparation.
- Demonstrated versatility by mastering multiple roles within the bakery, including cashier duties, baking, decorating, and packaging products.
- Developed a loyal customer base due to excellent interpersonal skills while taking orders or responding to inquiries about various baked goods.
- Packaged customer purchases with care and strong organizational skills to facilitate easy carrying and prevent product shifting.
- Enhanced teamwork within the bakery staff through open communication channels that fostered collaboration on daily tasks and problem-solving matters.
- Assisted in reducing waste by accurately measuring ingredients during preparation and utilizing leftover dough for new creations.
- Expedited customer orders through effective communication with the baking team, ensuring timely completion of requested items.
- Assisted up to 1000 customers per day during summer with helpful attitude and positive approach.
- Contributed to a positive work environment by collaborating with team members and assisting in various tasks as needed.
- Assisted management in minimizing overhead costs by effectively managing resources, avoiding overproduction of products, and minimizing waste.
- Supported efficient operations by maintaining accurate inventory levels and promptly restocking supplies.
- Developed recipes, implemented standardization processes and applied adjustments based on kitchen climate for new and current menu items.
- Completed milkshakes and ice cream desserts for customers.
- Kept drawer balanced by accurately processing cash, credit and debit payments.
- Readied customers' take-out orders in secure bags with appropriate amounts of condiments, silverware and napkins.
- Prepared salads, soups and sandwiches for customers.
- Brewed coffee and tea and changed out drink station syrups.
- Reconciled receipt totals, cash and credit payments to address shortages.
- Replenished condiments, beverages, and supplies while maintaining cleanliness of service areas.
- Loaded dishwasher with china and thoroughly hand-washed dishes, pans and utensils to tidy up serving line.
- Accurately operated cash register to process customer payments.
- Replenished serving stations with fresh food and cleaned up spills.
- Documented customer orders and conveyed special requests to kitchen staff.
- Filled out daily shift log to record amount of food prepared, used and leftover.
- Kept pastry and dessert case stocked with fresh selections and arranged to entice orders.
- Kept kitchen, counter and dining areas cleaned and sanitized.
RECEPTIONIST & ASSISTANT STOCK CONTROLLER
Jefferson Ford
01.2008 - 01.2010
- First point of contact for customers
- Handled a large number of telephone enquiries, across multiple dealerships electronic communication, and distribution
- Provide administrative support to senior management and relevant departments
- Bring new vehicles into stock,
- Searched for certain new cars from different dealerships for our new car clients.
- Prepared all new car invoices.
- Worked closely with the new car sales team to find and deliver the customers request within the best timeframe
- Provide backup support to stock controller
- Registered all brand new cars via Vic Roads online.
- Registered all used cars manually
Education
Certificate III - AGED CARE & HOME AND COMMUNITY
CHISHOLM TAFE
Wonthaggi, VIC12.2014
Certificate III - PATHOLOGY COLLECTION
CHISHOLM TAFE
Frankston, VIC12.2017
Certificate III - Logistics Management
ALFFIE Digital Education & Innovative Technology
Online 12.2019
Skills
- Personal Hygiene Assistance
- Behavioral Management
- Clinical Documentation
- Privacy and confidentiality
- Time Management
- Multitasking and Organization
- Strong Ethics
- Infection Control
- Respectful and Compassionate
- Verbal and written communication skills
Key Achievements And Skills
- Effective Negotiation Skills and the ability to convey information in both written and oral format in an impartial and clear manner
- Solutions Based Thinker with an innovative approach to challenging situations and environments resulting in positive outcomes
- Supportive and Caring community member who supports independence and respect for people and their families
- Personal Care Attendant who takes pride in their work to assist client’s in living in a safe and secure environment
- Well Presented with Excellent Interpersonal Skills and the ability to communicate effectively at all levels
- Strong Organisational/Time Management Skills with the ability to use initiative, manage own time effectively, prioritise tasks and work under pressure
- Flexible Team Member with a supportive and approachable manner, ethical in all responsibilities who can be autonomous and work unsupervised
Additional Information
Current Victorian Drivers Licence with no encumbrances, Owner of fully insured roadworthy vehicle, National Police Check, Working with Children Check, Australian Citizen, Up to date Influenza Vaccination, Fully Covid vaccinated including booster
Professional Development
- CPR yearly refresher
- First Aid Certificate II including CPR
- Infection Control
- Understanding Elder Abuse
- Food Safety for Seniors
- Grad I, II & III – Aged Care Industry Specific
- COVID-19 protocols and procedures
- Palliative Care
- Provide support to people living with Dementia
References
- Callum Pattie, Manager Connected Communities – City of Casey, 0429 367 745, cpattie@casey.vic.gov.au
- Angela Russell, Customer Engagement Consultant – Brotherhood of St. Laurence, 03 8781 4261, angela.russell@bsl.org.au
- Greg Dyer, Distribution Manager – Bluestar Group, 0419 529 211
- Rae Jamieson, Facility Manager – Victoria By The Park, 0467 904 394
Timeline
COMMUNITY DIRECT CARE WORKER
BROTHERHOOD OF SAINT LURENCE
01.2022 - 01.2023
DIRECT CARE WORKER
City of Casey
03.2021 - 07.2022
DIRECT CARE WORKER
Home Instead
01.2020 - 01.2021
CUSTOMER SERVICE OFFICER
Bluestar Connect
06.2019 - 09.2019
PERSONAL CARE ATTENDANT
Victoria By The Park
12.2014 - 12.2016
DELI MANAGER
Foodworks
01.2012 - 01.2015
Customer Service Representative
San Remo Bakehouse
08.2010 - 01.2014
RECEPTIONIST & ASSISTANT STOCK CONTROLLER
Jefferson Ford
01.2008 - 01.2010
Certificate III - AGED CARE & HOME AND COMMUNITY
CHISHOLM TAFE
Certificate III - PATHOLOGY COLLECTION
CHISHOLM TAFE
Certificate III - Logistics Management
ALFFIE Digital Education & Innovative Technology
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