MICAL HAILE
SYDNEY,NSW
Summary
Confident, resilient and hardworking. Proven ability to establish and maintain excellent communication and relationships with clients. Dedicated to identifying customer needs and delivering effective solutions to all problems. Bilingual, energetic and ready to join my next team.
Overview
8
8
years of professional experience
Work History
APS 5 Delegate
Department of Veterans Affairs
Sydney, NSW
06.2023 - Current
- Working as an independent decision-maker with a focus on making lawful and best quality decisions for veterans.
- Effectively managing a case holding with the aim of claims being progressed and finalised in a timely mannered.
- Actively seeking in learning & development opportunities to regularly improve ability and knowledge.
- Providing accurate information to clients that is aligned with the relevant legislation under the Military Rehabilitation and Compensation Act 2004 (MRCA), the Veterans’ Entitlements Act 1986 (VEA), and the Safety, Rehabilitation and Compensation (Defence-related Claims) Act 1988 (DRCA).
- Seeking assistance on more complex claims by discussing with other team members, Senior Delegates and Clinical Medical Advisors.
- Effectively maintaining claims case holding this includes continuously checking on tasks, follow up emails and client contact.
- Utilising DVA systems of ISH, Process Direct and TRIM.
APS 4 Claims Support Officer
Australia Government Department of Veterans Affairs
Sydney, Australia
10.2022 - 06.2023
- Ongoing communication with veterans including initial phone calls, follow up, needs assessment.
- Utilising DVA systems including ISH, Process Direct and TRIM.
- Collaborating with external stakeholders.
- Assisting in the management of claims, primarily under the Military Rehabilitation and Compensation Act 2004 (MRCA).
- Share information, knowledge, and expertise to assist other team members.
- Contribute to continuous business improvement in a constructive and collaborative manner including feedback to Team Leader.
- Identifying and escalating priority claims to management in a timely manner.
Registered Nurse
Gallipoli Health Services
Sydney, NSW
10.2022 - Current
- Provided patient care and education to patients with chronic illnesses.
- Assessed, planned, implemented and evaluated nursing care for assigned patients.
- Administered medications and treatments according to Doctors orders.
- Monitored vital signs, administered injections, and provided assistance with medical procedures.
- Documented patient progress notes accurately and efficiently in the electronic medical record system.
- Collaborated with physicians, nurses, therapists, social workers and other healthcare professionals to develop individualized treatment plans for each patient.
Case Manager/Team Leader & Registered Nurse
Gallipoli Health Services
06.2021 - 10.2022
- Developing and coordinating appropriate services that cater to each client's needs while optimizing their independence
- Working under the Australian Government - Home Care Packages funding guidelines while implementing agreed services
- Management and resolving of complaints and disputes with clients, family members and staff
- Involving rigorous investigation skills via interviews, feedback, risk management and reviews of policies
- Preparing responses/reports to Aged Care Quality and Safety Commission from client complaints
- Team Leader for over 5 Coordinators
- Well-developed organizational skills with rostering
- Experienced with software E-Tools and Health Metrics
- Monthly finance statements
- Ensure equitable access to CALD community
- Assist in development of policy and procedures
- Liaison with external stakeholder e.g
- Social worker from hospital, ACAT team and other community organizations
- Manage feedback from care workers, clients and families/carers
- Conduct nursing assessment and interventions e.g
- Wound care, catheter care, health promotion
- Infection control and prevention
- Health emergency responses, including recognizing acute deterioration in residents and clients.
Registered Nurse
Vital Home Health Service
Sydney
03.2021 - 06.2021
- Administering medications to patients, attending wound care, pain assessments and bowel management
- Facilitating therapeutic communication, conflict resolution and crisis intervention by redirecting negative behaviors and helping patients regain or improve coping abilities
- Identifying appropriate Home Care services needed
- Assisting elderly members of the community in managing chronic health issues
- Maintain high level of documentation.
Customer Service/Supervisor
Woolworths
Marrickville
10.2016 - 03.2021
- High quality customer service
- Resolving issues with customer complaints
- Working in a fast-paced environment
- Delegating and prioritizing team members to tasks within a timed and efficient manner
- Cash handling and balanced totals
- Collaborating with other team members.
Team Member
Subway
Bankstown
08.2016 - 10.2020
- Communicating effectively with team members
- Training new employees
- Settled any customer disputes in a professional and pleasant manner
- Preparation of food
- Maintaining compliance with Subways policies and procedures for food safety, sanitation and quality, including WHS standards
- Cash handling
- Manual handling.
Assistant in Nursing
St. George Aged Care
Bexley
02.2019 - 03.2020
- Working alongside Registered Nurses to check vitals and tend to patient needs
- Attending patients personal hygiene, pressure area and skin care
- Remained calm during high-stress, critical situations, demonstrating sustained focus and problem-solving in real-time.
Education
Bachelor of Nursing and Bachelor of Business Adminstration -
Australian Catholic University
10.2020
High School Certificate -
Holy Spirit Catholic College
11.2015
Skills
- Critical thinking and problem solving
- Decision Making
- Ability to Multitask
- Leadership Skills
- Effective Time Management
- Computer Skills
- Adaptability
- Ability to Work Under Pressure
- Time Management
- Good Communication
Languages
Tigrinya
References
- Elizabeth Veukiso, elizabethveukiso@gmail.com, 0426572246
- Iffath Asma`, iffath.asma@gallipolihome.org.au, 0405720619
Extracurricular Activities
Representative, Tegaru Youth NSW, 11/01/20, Present, Creating petitions against the ongoing war in the Tigray region of Ethiopia, Communicating with local members of Parliament, Organising fundraisers within various Tigray communities across Australia and globally, Advocating for the people of Tigray, Organising national events, Community development Voluteer Worker, Omna Tigray, 01/01/21, Present, Investigating details about the war in the Tigray region. This includes interviews, news and journal articles., Compiling information on the relationship between Ethiopia and Australia., Generating twitter campaign to get the attention of politicians and activists.
Timeline
APS 5 Delegate
Department of Veterans Affairs
06.2023 - Current
Registered Nurse
Gallipoli Health Services
10.2022 - Current
APS 4 Claims Support Officer
Australia Government Department of Veterans Affairs
10.2022 - 06.2023
Case Manager/Team Leader & Registered Nurse
Gallipoli Health Services
06.2021 - 10.2022
Registered Nurse
Vital Home Health Service
03.2021 - 06.2021
Assistant in Nursing
St. George Aged Care
02.2019 - 03.2020
Customer Service/Supervisor
Woolworths
10.2016 - 03.2021
Team Member
Subway
08.2016 - 10.2020
Bachelor of Nursing and Bachelor of Business Adminstration -
Australian Catholic University
High School Certificate -
Holy Spirit Catholic College
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