Nicole McBrien

Individual Support:

• Assist clients with personal care tasks such as hygiene, dressing, and mobility support.
• Support with daily living tasks including meal preparation, light housekeeping, and medication prompts.
• Monitor client health, behaviour, and overall well-being, reporting changes or concerns to supervisors or clinical staff.

Social and Recreational Group Support:

• Assist in planning and facilitating inclusive group activities such as mystery tours, special events and social gatherings.
• Foster a supportive environment that encourages participation and social connection.

Health, Safety & Emergency Response:

• Follow health and safety procedures, including infection control and manual handling.
• Respond calmly and appropriately to incidents or health emergencies.
• Maintain a clean and safe environment in both residential and community settings.

Communication & Documentation:

• Maintain accurate records of care, incidents, and client progress.
• Communicate effectively and compassionately with clients, families, healthcare professionals, and team members.
• Respect client confidentiality and dignity at all times.

Empowerment and Client-Centred Practice:

• Support clients in setting and achieving personal goals.
• Promote client choice, independence, and community inclusion.
• Advocate for clients’ needs and preferences, particularly in group settings and community participation.

Diversity and Inclusion:

• Provide culturally safe support that respects the backgrounds, values, and identities of all clients.
• Recognize and support clients’ individual needs, including language, dietary, religious, and accessibility considerations.

• Receive inbounds calls and respond to customer enquiries in Families section.
• Work within defined policies, legislation and strict guidelines.
• Undertake computer-based tasks with +98% level of accuracy and work output to ensure enquiries are dealt within 15 minutes per call.
• Process customer claims on internal systems to achieve optimal outcome for each client.
• Meet +98% of all KPI indicators around call quality, time and accuracy.
• Complete ongoing training as policies, procedures and Government payments commence or change.

• Ensuring OH&S standards are met to provide safe environment for all staff and customers.
• Collaborated closely with customers to create unique designs for bouquets, wreaths and gifts
• Prepare written quotation for weddings and provide ongoing client support to final delivery.
• Accounts receivable processing, including follow up and recovery of overdue accounts.
• Payment Processing - EFTPOS, Credit card, Cash.
• Delivery of customer orders to meet customer requests.
• Answered average of 50 calls per day by addressing customer inquiries, solving problems and providing product availability.
• Greeted customers entering store to ascertain customers needs.
• Earned management trust by serving as key holder, responsibly opening and closing store.
• Implemented marketing strategies that resulted in growth of customer base.
• Answered product questions with up-to-date knowledge of sales and store promotions.
• Conducted weekly walk-throughs with owner to discuss interior visual displays, including store window presentation.

• Founded and managed Cleaning business, growing revenue to $15,000 in first year despite being a part time undertaking, major clients included Ray White Real Estate.
• Visited customer premises to provide quotations.
• Ensured all work was conducted to professional standards with 100% satisfaction guarantee.

• Undertake all aspects of cleaning for multiple public schools in Newcastle Area.
• Organized and used industrial cleaning products following strict safety procedures.
• Adhered to safety protocols, resulting in zero complaints, hazards or lost-time accidents
• Worked alongside other cleaners to complete jobs in school buildings
• Used time management and efficient cleaning methods to meet deadlines
• Used power scrubbing and waxing machines to scrub and polish floors
• Used vacuum and shampooers to clean carpeted areas in offices, lobbies and corridors
• Followed safety standards and established SOPs when handling, mixing and storing hazardous chemicals
• Performed daily facility checklists for cleaning floors, wiping down glass entryways and collecting trash

Senior Florist