Ozlem Ozdemir

• Company Overview: Department of Human Services
• Dealing with non-compliant customers, with vulnerabilities and barriers-managing cases and ongoing follow-up
• Identify client issues and determine appropriate streams for assessment and needs
• Demonstrate empathy and active listening skills to constructively engage with customers with complex needs
• Conduct background enquiries on customers' verbal histories
• Analyse non-compliant customer records against legislative requirements for eligibility for their income support payments
• Develop a management plan for individual customers, based on their current Job Plan, with recommendations ranging from breaching to renegotiating their eligibility duties for payments
• Record and report on customer cases with comments and recommendations for reference by the Service Officer team for quality assurance
• Read and respond to reports from social workers and Employment Services Assessors
• Liaise with NSW Police and Community Corrections and Probation and Parole Officers to verify customer compliance with both Corrections and Centrelink obligations
• Liaise with Jobs Service Australia to advise on customer compliance issues with agreed programs

Part of the Participation Solutions Team and extended customer support team, including social workers, Senior Participation Officers, police, Probation and Parole Officers, employers, Indigenous Officers, Multicultural Service officers, Employment Services Assessors, and relevant medical and legal services

• Assess Visa eligibilities and waiting periods
• Establish circumstances and manage referrals accordingly
• Eg- checking for customers on Status Resolution Support Services
• Frequently selected to coach and mentor new officers
• Attend ongoing professional development in management issues such as mental health, reducing customer aggression, workplace safety, and APS Values and Conduct principles
• Attend Multicultural Awareness Training, Attend Indigenous Cultural awareness training
• Experienced in assessing and processing of Special Benefit, Assurance of Support, Jobseeker and Youth allowance new claims
• Approved as a Quality Management Officer, Customer complaints management
• Technical support officer, training facilitator

• Working with a general range of Centrelink customers delivering front-desk customer service and management
• Worked within Centrelink services team
• Negotiated customer Job Plans
• Processed claims and established eligibility for payments
• Identified and referred customers with barriers to potential employment
• Identified and referred customers with possible complex needs for further assessment
• Liaised with Social workers and Employment Services Assessors, working with Multicultural Service Officers to address customer needs
• Responsible for the registration of self service for all recipients
• Effectively coached customers in using the new self-service facilities, thereby improving customer waiting times and reducing potential customer aggression

Worked with AMP through an agency, handling banking enquiries and providing customers with advice on financial options and referring to financial planners and fraud investigation team.