Laurice Pestana
Ingleburn,NSW
Summary
Diligent case manager knowledgeable in assisting clients with building coping mechanisms to address life challenges. Adept at handling high risk caseloads without sacrificing quality of care. Operates exceptionally well in high-pressure environments. Recommends best resources and courses of action to benefit patient needs and return each to optimal quality of life.
Overview
9
9
years of professional experience
Work History
Case Manager
Safe Places for Children
Sydney, NSW
03.2022 - Current
- Established a therapeutic care environment and positively managed the young person’s behaviours.
- Observe safety standards and protocols for particular placements and the young person. Ensuring the young person is matched to the property and staff.
- Work with the young person to learn life skills in a planned and supported way.
- Supervision of a team of youth workers, facilitation of team meetings and performance management, where necessary.
- Rostering, case planning and case inductions.
- Providing on call support and professional advice during moments of crisis and in emergency situations.
- Liaison with key support agencies.
- Experience working with culturally diverse clients and displaying cultural awareness.
- Facilitated communication between clients and families.
- Communication with legal services providers and local judicial systems regarding cases. Attending court hearings as a representative of the young person when needed.
- Maintained up-to-date case records with case activity status.
- Ensure delivery of high-quality care leading to positive outcomes for the child, such as building relationship and life skills, education, health and hygiene.
Family Contact Supervisor/Youth Mentor
Connecting Families
10.2020 - 03.2022
- Supervising visits with parents/careers and their child/children
- Mentoring youth from 0-17 years of age
- Building rapport with young persons and their case workers
- Transportation of parents and youth
- School transportation
- Full dialogue reporting of sessions
- Working with breathalysers and recording parent’s alcohol levels
- Zoom call supervised visits
- Personal care of youth
- Manage challenging and complex behaviours
- Support and promote social, emotional and developmental outcomes for children and young people
Disability Support Worker
Synergy
10.2020 - 05.2021
- Disability and home care support
- Assistance in personal care
- Domestic assistance
- Medication management
- Community and recreational activities
- Supporting individuals with intellectual and cognitive challenges
- Meal preparation
- NDIS plans
Team Leader
Regus
01.2019 - 09.2020
- Management of all Sydney CBD centres (13) and staff (35)
- Mentored and guided employees to foster proper completion of assigned duties
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goal
- Contract management
- Performance reviews
- Staffing and rosters
- Centre tours and sales
- Monthly staff events to promote good working culture
- Advanced client account reconciliations
- Final point of escalation for accounts payable/receivable
- Conducted monthly meetings with stakeholders and sales teams to set targets and ensure KPI is met every month
Community Manager
Regus
01.2017 - 01.2019
- Organisation of daily tasks for centre
- Account management and reconciliation
- Monthly client event management
- Office management and upkeep
- Contract negotiation
- Training manuals
- Renewals
- Provide coaching, enforce strategies, policies and procedures
Customer Service Representative
Regus
01.2015 - 09.2017
- Client relationships
- Professional phone answering and screening for over 200 companies
- Professional mail handling and distribution for onsite/offsite clients
- All round admin support
- Meeting room and day office bookings
- Intermediate IT support
- Monthly centre audits
- Assisting in corporate events
- Marketing of centre availability through Gumtree and online advertisements
- Email management
- Centre/staff expenses
- Vendor setups
Education
Certificate IV - Child, Youth And Family Intervention
Seed Skills
01-2023
Diploma of Legal Services -
Australian Careers Business College
Liverpool, NSW2013
Higher School Certificate -
Trinity Catholic College
Auburn, NSW2012
Skills
- Strong Communication
- Family Services
- Patience
- Community Resources
- Time Management
- Case Management
- Decision-Making
Timeline
Case Manager
Safe Places for Children
03.2022 - Current
Disability Support Worker
Synergy
10.2020 - 05.2021
Family Contact Supervisor/Youth Mentor
Connecting Families
10.2020 - 03.2022
Team Leader
Regus
01.2019 - 09.2020
Community Manager
Regus
01.2017 - 01.2019
Customer Service Representative
Regus
01.2015 - 09.2017
Certificate IV - Child, Youth And Family Intervention
Seed Skills
Diploma of Legal Services -
Australian Careers Business College
Higher School Certificate -
Trinity Catholic College
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