Nichola Crisp
Summary
I am a highly driven, independent and team driven woman. I have extensive experience within the Community Sector from service management to frontline case management and I have developed the necessary skills to work intensely with clients and liaise professionally with colleagues, volunteers and stakeholders. I have also volunteered my time in schools, and with other community organisations and events, shaping my desire to make change and support others. Having worked with some of the community's most vulnerable people for over 11 years, I understand the barriers that can be faced, and I aim to provide exceptional delivery of service and support to people who need it most. I strive to achieve positive change through teamwork and innovation and am dedicated to improving the lives of others. I bring maturity and experience both personally and professionally and can adapt to the most challenging environments, with continued dedication to exemplary overall performance.
Overview
21
21
years of professional experience
Work History
Resident Services Director
Karinya House
08.2025 - Current
- Developed strategic programs to enhance community engagement and support services for diverse populations.
- Led multidisciplinary teams in implementing evidence-based practices within social service initiatives.
- Led service operations to enhance customer satisfaction and streamline processes.
- Supervision of support work staff - including performance reviews and service feedback
- Facilitated regular team meetings to share best practices and foster a culture of continuous improvement.
Senior Caseworker/ Volunteer Coordinator
Karinya House
04.2024 - Current
- Responsible for the scheduling, care and management of up to 15 volunteers and managing multiple complex caseloads along with supervision of the casework team.
- Leadership in providing a service delivery that reflects client individual needs in Case Management, while aligning to the organisations service model.
- Guiding and supporting new staff members including regular supervision and performance reviews and creating a positive team culture.
- Exceptional written and oral skills, familiar with the SHIP database, along with various other communication platforms.
- Liaise with multiple external organisations regularly to ensure best practice for clients and staff alike.
- Role is in addition to the Caseworker role continued to provide.
Caseworker/Group Facilitator
Karinya House
12.2014 - 04.2024
- Provide Case Management to multiple clients both residentially and in an outreach capacity.
- Support women and their children in multiple areas aligning with the components of Outcome Star model.
- Extensive experience applying a trauma-informed and culturally sensitive approach to clients.
- Facilitated the Karinya House Group Program for 7 years including managing clients, wellbeing, liaising with other services, organising volunteers, transport and food, and report writing for funding and statistics.
- Support pregnant and early parenting women in crisis situations.
- Manage diverse caseloads including people experiencing multiple complex issues.
- Maintain confidentiality, set boundaries, provide transparency including risk management.
- Advocate to appropriate services on a case-by-case basis.
- Contribute to weekly casework meetings.
- Implement new Group Program structure following Covid lockdowns.
- Provide practical and emotional support.
- Time management, prioritising workloads and adapting to unexpected change.
- Teamwork with ability to manage own caseload independently.
- Participate in on-call roster providing advice and managing complex issues outside normal business hours.
Contact Supervisor
Marymead
10.2014 - 12.2015
- Responsible for supervision of contact visits between parents and children in out of home care.
- Extensive report writing with factual information about behaviours and interactions during contact, used as evidence in court matters.
- Conflict resolution and adaptability to client/staff needs.
- Risk Management and Workplace Health and Safety.
- Teamwork and implementing new policies and procedures as necessary.
Youth Worker
Oasis Youth Residential Service
06.2014 - 10.2015
- Support young people at risk and in crisis situations including individual client case management.
- Advocacy and liaison with external relevant services.
- Team work, independence and decision making.
- Work within the services' philosophy of care and maintain confidentiality.
- Assistance with living skills and personal development.
- Emotional Support.
- Provide advice and information where necessary.
- Provide transport and meals to client.
- Regularly update client database, including case notes (SHIP).
Swim Instructor
Kingswim - ACT
07.2013 - 06.2014
- Conduct swim classes for children at various levels of competency.
- Manage curriculum in a professional yet friendly manner, conducting classes between 30-45 minutes.
- Time management crucial due to tight schedule of multiple classes over each shift.
Café Worker
Cafe Momo
10.2010 - 03.2013
- Exceptional food handling to an OH&S standard.
- Customer Service development.
- Time management and prioritising tasks.
- Conflict resolution.
- Team work.
Receptionist
Sadil Quinlan
06.2011 - 02.2012
- First point of contact – Customer Service Development.
- Data entry, answering phones, greeting clients, and responding to clients via email.
- Communication skills and multi-tasking.
- Maintaining immaculate appearance and office cleanliness.
Various cleaning positions
ACT and QLD
04.2005 - 03.2010
- Exceptional cleanliness and customer satisfaction.
- Maintaining client confidentiality and being responsible for security codes and keys.
- Time management and communication development.
Education
Advanced Diploma - Community Sector Management
CIT Canberra
01.2015
Diploma - Youth Work
CIT Canberra
01.2013
Certificate - Youth Justice, Youth Work and Community Services
01.2013
Skills
- Team management
- Facility management
- Staff development
- Knowledge of SHIP database
- Highly driven
- Independent
- Goal oriented
- Leadership
- Teamwork
- Communication skills
- Conflict resolution
- Time management
- Adaptability
- Maturity
- Cultural sensitivity
- Trauma-informed approach
- Customer service
- Multi-tasking
Timeline
Resident Services Director
Karinya House
08.2025 - Current
Senior Caseworker/ Volunteer Coordinator
Karinya House
04.2024 - Current
Caseworker/Group Facilitator
Karinya House
12.2014 - 04.2024
Contact Supervisor
Marymead
10.2014 - 12.2015
Youth Worker
Oasis Youth Residential Service
06.2014 - 10.2015
Swim Instructor
Kingswim - ACT
07.2013 - 06.2014
Receptionist
Sadil Quinlan
06.2011 - 02.2012
Café Worker
Cafe Momo
10.2010 - 03.2013
Various cleaning positions
ACT and QLD
04.2005 - 03.2010
Certificate - Youth Justice, Youth Work and Community Services
Advanced Diploma - Community Sector Management
CIT Canberra
Diploma - Youth Work
CIT Canberra
Courses
- FIRST AID CERTIFICATE
- WORKING WITH VULNERABLE PEOPLE CARD
- CULTURAL AWARENESS TRAINING