Compassionate and resilient professional with a Diploma of Counselling and education in mental health, bringing experience in case management and client advocacy. Skilled in crisis intervention, active listening, and de-escalation to support individuals in high-stress situations. Adept at building rapport quickly, assessing risk, and connecting clients with appropriate referral pathways. Committed to upholding Lifeline’s values by providing non-judgmental, client-centered support to individuals in crisis.
Overview
21
21
years of professional experience
Work History
Care Facilitator
BaptistCare Home Care
02.2021 - Current
Conducted home visits to clients in the community, providing personalised support and building trusting relationships in a safe and respectful manner.
Contributed to the development, delivery, and evaluation of tailored programs and services to meet the unique needs of individuals and carer.
Established strong, supportive relationships with clients, families, and carers, recognising and responding to their diverse needs with empathy and professionalism.
Collaborated with clients to identify strengths, set achievable goals, and work towards positive, sustainable outcomes.
Applied best practice and evidence-based approaches to care, working in partnership with multidisciplinary teams to ensure holistic client support.
Maintained accurate and confidential documentation using client record management systems, ensuring compliance and continuity of care.
Coordinated care plans with multidisciplinary teams to ensure comprehensive support for clients.
Assisted in training new staff on best practices for client interaction and care documentation.
Facilitated communication between clients, families, and healthcare providers to optimize care coordination.
Advocated for client needs by identifying gaps in services and proposing actionable solutions.
Researched issues and took appropriate action to resolve issues within turnaround time requirements and quality standards.
Assisted in completing and maintaining care management contracts during and after patient's hospitalization.
Contacted third-party payers to obtain and confirm authorization for services and communicated necessary related clinical information.
Conducted thorough assessments to identify patient needs and developed appropriate interventions accordingly.
Served as a liaison between patients, families, and medical staff to maintain open lines of communication and facilitate understanding of complex health issues.
Monitored client progress and adjusted services based on individual needs and feedback.
Empowered clients to make informed decisions about their care by explaining treatment options thoroughly in an accessible manner.
Ensured compliance with federal regulations and organizational policies through diligent review of care plans and documentation practices.
Contributed to the continuous improvement of the facility''s quality of care through active participation in performance improvement initiatives.
Peer Support Worker
Flourish Australia Taree Disability Support Placement
01.2021 - 01.2021
Support individuals to prepare for employment and understand the value it can bring to their recovery.
Assist people in developing a stronger understanding of their own recovery journey, ensuring they feel prepared and supported when transitioning into work.
Promote positive self-care strategies, enhance social and daily living skills, build vocational capacity, and increase access to education, training and employment, while fostering greater community integration.
Encourage shared learning experiences and support skill development through self-directed learning, access to information, and ongoing education.
Provided emotional support to individuals with disabilities, enhancing their coping strategies and resilience.
Facilitated group activities that promoted social interaction and skill development among clients.
Educated clients on self-advocacy techniques, fostering independence and confidence in decision-making.
Developed trust-based relationships with clients, promoting a safe environment for open communication and growth.
Assisted clients in setting realistic goals for recovery and provided guidance on steps towards achieving them.
Owner Operator Nail Technician & Beauty Specialist
Nailed Society
01.2005 - 01.2021
Provided personalized client care through active listening, consultation, and empathetic communication to meet individual needs.
Built and maintained trusted relationships, fostering a safe, respectful, and supportive environment for clients.
Managed client records, scheduling, and follow-ups with attention to confidentiality and professionalism.
Coordinated daily operations, demonstrating strong organisational, problem-solving, and time-management skills.
Supported clients in achieving their goals by tailoring services and offering guidance to promote wellbeing.
Successfully grew the client base by 30% within 12 months through strong interpersonal skills and client-focused service.
Education
Mental Health First Aid -
Baptistcare
06-2025
Bachelor of Physcology Science -
Swinburne University Online
07-2025
Diploma of Counseling -
Tafe Wollongong
07-2024
Crucial Conversations -
For Mastering Dialogue
03-2023
Mental Health Certificate IV -
Tafe Mount Druitt
07-2022
Skills
Crisis intervention and de-escalation
Active listening and empathetic communication
Risk assessment and safety planning
Building rapport and trust quickly
Non-judgemental and client-centred support
Strong emotional resilience and self-care strategies
Confidentiality and professional boundaries
Knowledge of mental health frameworks and referral pathways
Collaboration with multidisciplinary teams
Time management and the ability to remain calm under pressure
Mental health support
Behavioural management
Computer literacy
End-of-life and palliative care planning
Timeline
Care Facilitator
BaptistCare Home Care
02.2021 - Current
Peer Support Worker
Flourish Australia Taree Disability Support Placement
01.2021 - 01.2021
Owner Operator Nail Technician & Beauty Specialist