Rachel Bell
South Kingsville,VIC
Summary
Compassionate Case Manager adept at handling high caseloads without sacrificing quality of care. Operates in high-pressure environments while recommending best resources and courses of action to benefit client needs and support them into optimal quality of life. Currently studying a Diploma in Counselling.
Overview
22
22
years of professional experience
Work History
In-Work Support Mentor- Ttw Program
Youth Projects
01.2022 - Current
- Supporting a caseload of 90+ clients aged from 15-25 years who are engaged in work and or education.
- Case Managing Youth with barriers - homelessness, mental health, ADO, Psychosocial and Learning Difficulties.
- Supporting clients through funding for work items, Drivers licenses and other ad hoc tickets and licenses to improve and support work opportunities.
- Career path planning and support.
- Adhering to KPI, and detsiled department policies and procedures.
- Creating and delivering workshops to support youth in learning way to manage themselves at work.
- Writing detailed case notes for all appointments and rebooking appointments.
- Writing case studies, and referrals to services such as Housing, Mental and medical health support, Training organisations.
- Writing supporting letters for clients- to centerlink, Justice support, Drivers license and Drivers training supports.
- Writing letters to apply for funding on behalf of clients.
- Utilizing 2 software programs - WAOP / Job Ready (CO-Act)
- Building and maintaining relationships with clients and employers, offering wage subsidies, and collecting pay slips
- Reconciling and creating outcomes and claims for department approval, accessing funds to support the Youth Projects company as a whole.
- Detailed reconciliations.
- Provided general program information and assistance.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Communicating with CCU (claim auditors) follow up on rejected claims, and resolving issues that arise
- Following up emails and working with youth coaches to support their interactions with clients
- Working alongside colleagues in the senior team, Recruitment partner and community engagement officer.
- Analysed program information to present innovative solutions to program supervisors.
- Volunteered to help with special projects of varying degrees of complexity.
- Increased customer service success rates by quickly resolving issues.
- Remained solutions-oriented in face of complex problems to assist management and overall business direction.
Youth Employment Consultant - Ttw Program
Salvation Army
12.2020 - 12.2021
- Caseload of 180+ Clients ages from 15-25 years
- Adhering to KPI's and department procedures.
- Bringing equality to young people
- ESS software
- Building and maintaining relationships with Young People
- Assisting pathways to long term employment via education opportunities, workshops and wellness support
- Assisting with research into activities young people require such as applying for bank accounts, gaining ID documents, assisting making doctor's appointments, and gaining drivers licenses.
- Enhanced candidates' potential to find employment by teaching job search skills and holding mock interviews.
- Reviewed, tracked and coordinated employment referrals.
- Interviewed clients and administered skills assessments to determine employability.
Disability Employment Consultant - DES Program
APM Employment Services
04.2020 - 12.2020
- Building and maintaining relationships with clients
- Assisting pathways to long term employment via education opportunities, job clubs and wellness support
- Placing clients in appropriate jobs that suit their experience and needs
- Reverse Marketing via phone, internet and in person
- Writing comprehensive and accurate file notes on clients appointments and job seeking activities of mine as an EC
- Writing Job plans for job seekers
- Updating or creating resumes and cover letters for job seekers
- Adhering to Centrelink privacy and general policies
- Able to understand, appreciate and coordinate best outcomes for clients with barriers for working
- Assisting clients with Mygov Issues on the public computers in the office
- Created excel spreadsheets for the team to help maintain reverse marketing records including available jobs and employers contacts
- Team work to come to a result for the client, sharing opportunities and employers within the team
- Responsible for the maintenance of the sites corporate credit card expenses including ensuring all correct details are recorded on the clients account and processed in a timely manner
- Adhering to KPI's
- DES / ESS certificates all completed
- Accountable for internal and external audits.
Customer Service Officer -Inbound contact Centre
Serco Global Services
08.2019 - 04.2020
- Working on a Government contract
- (DHS - Services Australia)
- Excelled customer service
- Taking incoming calls via IVR, helping the general public with their financial affairs
- MyGov help desk
- Adhering and achieving strict KPI's
- Data entry- requiring accuracy and attention to detail
- Claims Processing
- Floor support and Coach.
Events Coordinator , Sales Officer
The Candy Buffet Company
04.2018 - 06.2019
Project Manager, Customer Service & Sales
Mr Fresh Wholesale Flowers
07.2016 - 01.2018
Senior Floral Designer - Admin & people management
Style By Nature
01.2014 - 07.2016
Credit Controller & Business process officer
Sara Lee Australia / DEMB
09.2010 - 12.2013
Trade Spend Team Leader
Sara Lee Australia
02.2008 - 09.2010
Credit Controller
Goodman Fielder
01.2008 - 02.2008
Credit Control Manager
CSI Sports/IMG Media
10.2007 - 11.2007
Credit Controller & 2IC
Adstream
01.2007 - 10.2007
Customer Service Officer & Credit Controller
BOC LTD
10.2001 - 10.2006
Education
Diploma of Couseling - Counseling Psychology
ACAP
Melbourne, VIC10.2025
Certificate IV in Community Services - Community Service
Chisholm Online
Melbourne01.2022
Certificate IV in youth Work - Youth Work
Eva Burrows
12.2021
Skills
Interpersonal and Communication Skills:
- Building relationships
- Social Interaction
- Customer Service
- Non Judgmental
- Caring and Empathetic
- Highly Organised
Professional Skills:
- Positive Reinforcement Methods
- Detailed case note writing
- Excelled time management
- Strong planning abilities
- Investigative Skills
- Strategic, creative, and innovative thinking
Community and Social Services:
- Emotional & Cultural Development
- Community Resources
- Lived experience in Homelessness, Mental health, and disabilities
- Youth Engagement skills
Team and Group Collaboration Skills:
- Team Goals
- Team Support
- Specialized cohort skills
Technical Skills:
- Excel / Word / PowerPoint advanced user
- Adobe Photoshop / InDesign / Canva
- Outlook /web mail
- Facebook / Instagram Social media template creation/posts & insights
- WAOP & Ess for Ttw (Govt Systems)
- Job Ready- Case management system
Timeline
In-Work Support Mentor- Ttw Program
Youth Projects
01.2022 - Current
Youth Employment Consultant - Ttw Program
Salvation Army
12.2020 - 12.2021
Disability Employment Consultant - DES Program
APM Employment Services
04.2020 - 12.2020
Customer Service Officer -Inbound contact Centre
Serco Global Services
08.2019 - 04.2020
Events Coordinator , Sales Officer
The Candy Buffet Company
04.2018 - 06.2019
Project Manager, Customer Service & Sales
Mr Fresh Wholesale Flowers
07.2016 - 01.2018
Senior Floral Designer - Admin & people management
Style By Nature
01.2014 - 07.2016
Credit Controller & Business process officer
Sara Lee Australia / DEMB
09.2010 - 12.2013
Trade Spend Team Leader
Sara Lee Australia
02.2008 - 09.2010
Credit Controller
Goodman Fielder
01.2008 - 02.2008
Credit Control Manager
CSI Sports/IMG Media
10.2007 - 11.2007
Credit Controller & 2IC
Adstream
01.2007 - 10.2007
Customer Service Officer & Credit Controller
BOC LTD
10.2001 - 10.2006
Diploma of Couseling - Counseling Psychology
ACAP
Certificate IV in Community Services - Community Service
Chisholm Online
Certificate IV in youth Work - Youth Work
Eva Burrows
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