Hi, I’m
Mourbi Madhubrata
Sydney,NSW
Summary
- Warm, exuberant and empathic mental health professional with expertise in providing crisis intervention and developing successful mental health treatment plans seeking a client-facing role in the mental health or general healthcare sector.
- Passionate about providing trauma-informed, compassionate and client-centred care to individuals experiencing anxiety, depression, addictions, and other mental health related disorders.
- Dedicated to working collaboratively with clients and an interdisciplinary team to provide culturally competent care to all clients.
Overview
11
years of professional experience
1
Certificate
Work History
Unmind (Frankie Health Acquisition)Remote
Community Specialist
04.2023 - 06.2023
Job overview
- Fostered strong relationships with members of the practitioner community.
- Provided prompt and professional responses to inquiries through email, live chat, and calls from practitioners and end users.
- Conducted outreach to practitioners in the APAC region through cold calling and emailing.
- Onboarded new practitioners, conducting vetting calls, checking documentation, and providing support in using Unmind.
- Maintained accurate and up-to-date practitioner documentation in the CRM software.
- Served as the primary point of contact for client companies.
- Trained other staff on assisting customer enquiries related to Unmind Talk.
- Acted as a subject matter expert on Unmind Talk's policies and optimal utilisation of the Unmind Talk platform from a practitioner's perspective.
- Monitored appointment requests and ongoing appointments to ensure smooth operation.
- Developed a comprehensive understanding of the practitioner community to offer informed recommendations to end users seeking practitioners.
- Utilised various platforms such as JIRA, Notion, Trello, Twilio, Hubspot, Courier, Full Story, Slack, and Zendesk.
Frankie HealthRemote
Community Health Manager
09.2022 - 12.2022
Job overview
- Responded promptly and professionally to enquiries from practitioners and end users via email, live chat, and calls.
- Cultivated strong relationships with members of the practitioner community and other internal and external stakeholders.
- Facilitated the onboarding process for new practitioners, including vetting calls, document verification, and providing guidance on using the Frankie platform.
- Ensured accurate and up-to-date storage of practitioner documentation in the CRM software.
- Acted as a subject matter expert on Frankie Health's policies and the optimal use of the Frankie platform for practitioners and clients.
- Tracked new appointment requests and ongoing sessions to ensure smooth operations.
- Maintained extensive knowledge of Frankie's practitioner community to offer well-informed recommendations to end users seeking practitioners.
- Provided and compiled community data for reporting purposes, conducting brief analysis to derive meaningful insights.
- Created and reviewed help centre articles, FAQ documents, and other communication materials for client companies.
- Utilised various platforms including Click-Up, Notion, Twilio, Hubspot, Courier, Full Story, Google Workspace, and Zendesk.
We Help OurselvesLilyfield, NSW
AOD Community Services Worker
05.2022 - 08.2022
Job overview
- Supported women from diverse backgrounds with alcohol and other drug needs, as well as co-occurring mental and physical health needs, by actively listening, offering empathy, and unconditional positive regard.
- Promoted a drug-free and peer-led approach to alcohol and other drug treatment.
- Handled administrative duties, such as managing telephone enquiries, data entry, and maintaining confidential client records.
- Participated in regular supervision and staff meetings.
- Facilitated morning and induction groups for new residents.
- Supervised clients in self-administering medication according to WHOS medication handling policy.
- Ensured compliance with WH&S policies and guidelines.
- Attended and supervised community outings.
- Conducted random urine sample collections and breath checks of residents.
Kedesh Rehabilitation ServicesMona Vale, NSW
AOD Residential Support Worker
11.2021 - 05.2022
Job overview
- Supported residents with alcohol and other drug dependencies, as well as co-occurring mental and physical health complications, by actively listening, offering empathy, and unconditional positive regard.
- Facilitated group meditation and mindful breathing sessions to promote clients' well-being.
- Managed various administrative tasks, including phone calls, note-taking, client intakes and discharges, data entry, scanning, filing, binding, medication error checks, COVID-screening, and documentation.
- Collaborated with an interdisciplinary team of social workers, counsellors, doctors, case managers, and allied health professionals.
- Administered medication to clients following doctor's advice and NSW Health Direct guidelines.
- Helped residents with household chores and tasks skills such as cooking and cleaning.
- Conducted resident checks during day and overnight hours on regular schedule to check health and safety status.
- Supervised up to 12 residents within facility and on community outings.
- Actively participated in staff team meetings and made valuable contributions.
- Complied with WH&S policies and procedures, maintaining cleanliness and safety in all areas.
FND Australia Support ServicesRemote
Complex Trauma Counsellor (Student Placement)
06.2021 - 12.2021
Job overview
- Provided online and telephone counselling for clients diagnosed with Functional Neurological Disorder (FND) experiencing complex trauma, grief and loss, domestic and family violence, and various mental health conditions.
- Managed administrative tasks, including appointment setting, screening and intakes, client clinical history taking, counselling session note-taking, and collaboration with other health practitioners.
- Conducted risk assessments and safety plans for individuals at risk of domestic violence or suicide.
- Utilised a person-centred approach incorporating elements of internal family systems, somatic experiencing, and cognitive-behavioural therapy.
- Engaged in continuous professional development and self-directed learning to stay updated on FND and trauma-informed care research.
- Participated in weekly group supervision to ensure high-quality service for clients.
GROW AustraliaRemote
Growing Resilience Group Facilitator(Volunteer)
08.2021 - 09.2021
Job overview
- Co-facilitated online group therapy sessions for clients of diverse ages and backgrounds to promote mental well-being.
- Led peer-to-peer group discussions and encouraged clients to engage in mental health management tools.
- Adopted a person-centred, strengths-based approach, employing active listening, empathy, reflection, and respectful peer support.
JET English CollegeSydney, NSW
English Teacher
09.2018 - 03.2021
Job overview
- Trained in teaching English using the Callan Method.
- Prepared and implemented individualised lesson plans to suit students' needs.
- Led interesting and diverse group activities to encourage teamwork among students and to engage students in course material.
- Actively listened, empathised with students' complaints and handled them promptly and professionally while escalating matters when necessary.
- Assisted with administrative duties such as scanning, filing, photocopying, faxing, laminating, binding, data entry etc.
Windsor Road Family PracticeWinston Hills, NSW
Medical Receptionist
06.2017 - 03.2021
Job overview
- Demonstrated a high attention to detail by ensuring up-to-date patient records, case histories and insurance details.
- Demonstrated unwavering customer service skills through frequent interaction with patients and assisting with their individual needs.
- Contributed to and helped lead employee staff meetings, reporting trends in procedures, advising leadership on resources needed and preparing information to be disseminated.
- Responded to correspondence from insurance companies to verify patient's coverage.
- Managed multi-line phone system and pleasantly greeted patients.
- Resolved patient complaints promptly and professionally.
- Enhanced office efficiency by handling high volume of callers per day.
- Adhered to WH&S policies and procedures and ensured all areas were clean and free of hazards.
Lifeline Western SydneyParramatta, NSW
Telephone Crisis Supporter (Volunteer)
08.2017 - 11.2017
Job overview
- Completed Applied Suicide Intervention Skills Training (ASIST) and an 8-week training programme in Crisis Support skills.
- Supported help-seekers dealing with mental health, suicide, domestic and family violence, grief and loss, substance abuse, academic struggles, relationship difficulties, and loneliness.
- Provided a safe space for individuals to work through their difficulties, offering connection, empathy, and unconditional positive regard.
Camp AustraliaArmidale, NSW
Childcare Assistant
06.2013 - 07.2013
Job overview
- Sanitised dishes, tabletops, toys and frequently touched surfaces to prevent spreading of germs.
- Engaged with children individually to encourage physical activity and academic curiosity.
- Observed play activities to identify positive behaviours and areas in need of improvement, implementing behaviour redirection where appropriate.
- Implemented physical educational strategies such as taking students out for a walk to alleviate built-up stress and anxiety associated with learning and/or other factors.
- Demonstrated creative problem-solving skills by arranging a number of play activities for a 13-year-old child with special needs.
- Followed safe food preparation and hygiene practices to ensure cleanliness of premises at all times.
Armidale International Association - Buddy ProgramUniversity Of New England. Armidale, NSW
Student Peer Mentor (Volunteer)
02.2012 - 05.2013
Job overview
- Developed and maintained courteous and effective working relationships with all mentees.
- Successfully organised and implemented a number of small- to large- scale events such as the Rolling in the 'Dale recreational event (small-scale) and the I Love Culture festival (large-scale) to enhance the university experience for students.
- Raised awareness for cultural diversity by hosting cultural exchange programs which allowed international and local university students to gather and share information about their cultures.
- Worked with peers speaking English as second language, supporting individual progress despite unique barriers.
Education
Western Sydney UniversitySydney, NSW
Master of Psychotherapy And Counselling
08.2022
University of New South WalesKensington, NSW
Bachelor of Arts from Psychology/Linguistics
03.2017
Skills
Intake and Psychological assessment
Cognitive Behavioural Therapy
Motivational interviewing
Client-Centred approach
Emotional Regulation
Cultural Awareness
Confidential Recordkeeping
Empathic Listening
Collaborative Approach
Report writing
Administration
Customer Service
Computer Proficiency
Languages
Bengali
Native or Bilingual
English
Native or Bilingual
Hindi
Limited Working
Certification
- Applied First Aid and CPR.
- Valid Working With Children Check (WWCC).
- Eligible for PACFA provisional membership.
- RSA & RCG
Timeline
Community Specialist
Unmind (Frankie Health Acquisition)
04.2023 - 06.2023
Community Health Manager
Frankie Health
09.2022 - 12.2022
AOD Community Services Worker
We Help Ourselves
05.2022 - 08.2022
AOD Residential Support Worker
Kedesh Rehabilitation Services
11.2021 - 05.2022
Growing Resilience Group Facilitator(Volunteer)
GROW Australia
08.2021 - 09.2021
Complex Trauma Counsellor (Student Placement)
FND Australia Support Services
06.2021 - 12.2021
English Teacher
JET English College
09.2018 - 03.2021
Telephone Crisis Supporter (Volunteer)
Lifeline Western Sydney
08.2017 - 11.2017
Medical Receptionist
Windsor Road Family Practice
06.2017 - 03.2021
Childcare Assistant
Camp Australia
06.2013 - 07.2013
Student Peer Mentor (Volunteer)
Armidale International Association - Buddy Program
02.2012 - 05.2013
Western Sydney University
Master of Psychotherapy And Counselling
University of New South Wales
Bachelor of Arts from Psychology/Linguistics
Interests/Hobbies
- Singing (Indian pop and contemporary music)
- Dancing (Indian classical and Bollywood)
- Dog sitting and walking
- Cooking (mostly Indian, Bengali and Thai cuisines)
- Mindful sketching and colouring
- Event planning and organising
Interests/Hobbies
- Singing (Indian pop and contemporary music)
- Dancing (Indian classical and Bollywood)
- Dog sitting and walking
- Cooking (mostly Indian, Bengali and Thai cuisines)
- Mindful sketching and colouring
- Event planning and organising