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Nova Mandinguiado
Reservoir,VIC
Summary
Dedicated and compassionate professional with experience as a Learning Support Officer and Case Management Officer, skilled in case management, complaint resolution, and stakeholder engagement. Experienced in investigating complaints, conducting client assessments, managing complex cases, and applying relevant legislation, policies, and procedural fairness to achieve fair and timely outcomes. Strong ability to communicate with diverse stakeholders, analyse information, resolve disputes professionally, and maintain accurate records while delivering person-centred, ethical, and high-quality services.
Overview
16
16
years of professional experience
Work History
Learning Support Officer
Penola Catholic College
Glenroy, Victoria
01.2023 - Current
- Provided in-class and withdrawal support to students with diverse learning needs and disabilities, helping them participate in everyday classroom activities.
- Worked alongside teachers to support Individual Education Plans (IEPs) and used simple, practical strategies to help students stay engaged and on track.
- Built positive and trusting relationships with students and families, contributing to an inclusive and welcoming school environment.
- Prepared and adapted learning materials and visual supports to suit different abilities, and maintained clear records of student progress for the teaching team.
Case Management Officer
Department of Social Welfare & Development (DSWD)
Manila, Philippines
01.2020 - 02.2023
- Managed high volume of complaints related to cash grants, beneficiary eligibility, payment delays, and program compliance for vulnerable families
- Conducted early resolution of disputes by investigating issues, interpreting policy/guidelines, and negotiating outcomes to prevent escalation
- Processed and triaged complaints received via multiple channels: email, SMS/text, phone calls, and postal mail, ensuring consistent response times and documentation
- Maintained accurate case notes and records in government databases, upholding strict confidentiality and data integrity standards
- Liaised with field officers, finance teams, and beneficiaries to verify information, resolve payment discrepancies, and communicate decisions clearly
- Applied government policy and compliance frameworks to assess eligibility and determine appropriate resolution actions
- Provided timely written and verbal responses to complainants via the same channel received, ensuring accessibility and customer service focus
- Prepared project proposals, monitoring reports, and budgets in compliance with government frameworks and funding requirements
- Facilitated capacity-building workshops for frontline workers and local welfare officers to strengthen program delivery
- Compiled outcome reports to assess impact, identify service gaps, and recommend strategic improvements for program effectiveness.
Case Management Officer I
Department of Social Welfare & Development (DSWD)
Manila, Philippines
06.2014 - 12.2020
- Streamlined grievance encoding processes across multiple channels to enhance monitoring and resolution efforts.
- Coordinated community engagement events and consultations to effectively advocate for grievances and promote citizen empowerment.
- Collaborated with stakeholders to address and resolve grievances, fostering a supportive environment.
- Crafted comprehensive proposals to enhance staff handling and address grievances effectively.
Human Resource Assistant
Emerald Garments Corporation
Manila, Philippines
01.2011 - 01.2014
- Administered compensation and benefits programs including payroll processing, leave entitlements, government-mandated contributions, and employee allowances.
- Maintained comprehensive employee records and updated the HR information system with accurate attendance, performance, and entitlement data.
- Assisted in end-to-end recruitment and onboarding including job posting, applicant screening, interview scheduling, and preparation of employment contracts.
- Responded to employee queries regarding pay, benefits, and HR policies, ensuring timely resolution of concerns in line with labour regulations.
- Prepared HR compliance reports and regulatory submissions in accordance with Philippine labour law.
- Coordinated staff welfare activities and employee recognition programs to promote a positive and inclusive workplace culture.
Education
Master of Education - Special Education
Torrens University
Flinders, Victoria12-2025
Certificate in Teaching - undefined
Philippine Women University
Philippines01-2016
Bachelor of Psychology - undefined
Manila Central University
Caloocan, Philippines01-2010
Skills
- Learning Plan Coordination
- Differentiated Instruction
- Student Engagement Initiatives
- Client assessment
- Complaint Investigation
- Complaint and Grievance Management
- Case Management
- Conflict Resolution
- Stakeholder Engagement
- Policy and Legislative Compliance
- Report documentation
- Time Management and Prioritisation
- Communication and Negotiation
- Problem Solving and Critical Thinking
LANGUAGES
English — Professional Proficiency
Filipino / Tagalog — Native
Timeline
Learning Support Officer
Penola Catholic College
01.2023 - Current
Case Management Officer
Department of Social Welfare & Development (DSWD)
01.2020 - 02.2023
Case Management Officer I
Department of Social Welfare & Development (DSWD)
06.2014 - 12.2020
Human Resource Assistant
Emerald Garments Corporation
01.2011 - 01.2014
Bachelor of Psychology - undefined
Manila Central University
Certificate in Teaching - undefined
Philippine Women University
Master of Education - Special Education
Torrens University