Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Rachel Dhimitri

Perth,WA

Summary

Acting Housing Team Leader with a proven record in team leadership and performance monitoring at the Department of Communities. Expertise in project coordination and critical thinking, driving staff development and achieving key performance indicators through innovative customer service strategies. Skilled in designing and implementing production schedules to maximize team productivity and consistently meet targets. Committed to employee safety and effective management of assignments, schedules, and personnel.

Overview

12
12
years of professional experience

Work History

Housing Team Leader and Property Team Leader

Department of communities
Perth , WA
03.2024 - Current
  • Provided coaching and feedback to team members, enhancing development and career opportunities.
  • Facilitated effective communication regarding workplace issues and changes among staff.
  • Fostered a safe working environment and promoted safe work practices.
  • Supported recognition of staff diversity, abilities, and contributions in the workplace.
  • Ensured clarity in roles and performance expectations across the team.
  • Monitored Key Performance Indicators, initiating strategies to address identified issues.
  • Assisted in developing customer service strategies for the region alongside the Manager Housing Services.
  • Liaised with external agencies to support team members managing high-risk customers.

Property Service Officer

Department of communities
Perth, WA
02.2024 - Current
  • Coordinated maintenance and minor works for allocated rental properties, ensuring satisfactory completion within authority limits.
  • Monitored refurbishment project progress and ensured alignment with budget goals.
  • Provided general scope of works for redevelopment properties as needed.
  • Managed maintenance expenditures for multiple rental properties while adhering to allocated budgets.
  • Prepared budget submissions for maintenance tasks and generated variance reports as required.
  • Authorized contractor job orders and miscellaneous payments within delegated authority limits.
  • Conducted pre-vacation inspections to verify compliance with tenancy conditions and minimize client debt.
  • Liaised with contractors to ensure performance met Housing Management Services standards and initiated remedial actions when necessary.

Disruptive Behaviour Case Manager

Department of communities
Perth , WA
07.2023 - 02.2024
  • Investigated disruptive behavior complaints against tenants using rigorous investigative standards.
  • Conducted interviews and assessed evidence to determine facts of each complaint.
  • Recommended legal action in compliance with established policies.
  • Contributed to submissions for senior management regarding legal proceedings.
  • Prepared high-quality reports and correspondence on investigation outcomes.
  • Tracked and recorded complaints within required timeframes accurately.
  • Provided timely advice to tenants and complainants about legal processes while ensuring privacy compliance.
  • Identified investigation-related issues and suggested appropriate follow-up actions.

Senior Learning and Development Consultant

Department of Communities
01.2023 - 07.2023
  • My previous role is divided into two main areas: direct interaction with new employees, and the ongoing creation and development of direct training methods. I act with care and diligence and make decisions that are honest, fair, impartial, and timely, and consider all relevant information. I ensure that decision making is ethical and transparent.
  • Everyone is an individual and, as a Learning and Development Consultant (L&D Consultant), it is important that I remember this. Most importantly when I am communicating, I need to make sure my communication is adaptable and as a L&D Consultant need to be able to adapt different styles of communication depending on the audience to make sure the Learner is understanding what is being communicated to them and the reasons behind the procedures. In this role I:
  • Participate in and coordinate projects relating to a broad range of learning development initiatives.
  • Facilitate workshops
  • Tutor online learners in their JRT
  • Use Articulate Storyline software to develop eLearning courses
  • Create of eLearning packages which are interactive and stimulate learner experiences, including responding to quiz question.
  • Create weekly progress reports for Learners
  • Conduct weekly catch-up meeting with JRT Learners.

Project Coordinator

Department of Communities
11.2022 - 01.2023
  • Throughout my career, I have demonstrated well-developed communication, interpersonal and negotiation skills. In my current role as Project Coordinator, my decisions and rationale were based on research and understanding of policies and procedures relevant to the Region and the Department. I most often communicated rationale and reasons for decisions via e-mail, however, I also offered support (i.e. further explanation) via phone call to assist the other person to understand the decision. The Departments Service Delivery Procedures are available via the intranet, and I utilised and applied these daily for decision making and/or giving correct information to colleagues, stakeholders, and clients.
  • By providing the resources when replying to a query, it allowed for better communication and understanding of how the outcome of the decision was made. I understood that the medium of communication was dependent on the audience. For example: as Housing Service Officer, I regularly communicated with clients from different backgrounds where English was their second, or third language. This required that I used simple English to assist them to understand the Departments policies and procedures. Whilst in this role, I ensured that when responding to clients, my medium of communication matched their needs and requirements.
  • This role also required strong negotiation skills to be able to negotiate requests and to respond in a timely manner with clients regarding tenancy inspections and urgent maintenance requests. Throughout my career, in various roles, I have demonstrated an ability to work with minimal supervision and to complete my tasks using the resources available to me by applying resources appropriately, using effective time management. I utilise my work prioritisation skills to ensure that I monitor current and upcoming tasks, understand the deadlines required and rearrange my priorities or tasks as needed. I have also demonstrated my initiative to progress work as required, through working independently to complete my tasks, but also showing initiative to assist others who may be experiencing heavy workloads, or when staff are on leave, ensuring that KPIs are met, and work is progressed accordingly. In this role I:
  • Oversaw and coordinated the Summer Peak Changeover Period (SPC) which required a quick turnaround or vacant housing properties for new tenants
  • Addressed and actioned client’s tenancy debts
  • Assessed the Decision Review Forms making sure the tenancy debt applied was based on the information from the reports and that the reasons were made in line with the correct policy.
  • Regular communicated with Regional Offices in WA to ensure that property status was frequently updated to accurately reflect the progress and adjust the status as required. Through this process I contributed my expertise of the correct procedures and policies to the work Unit; sharing this information with the relevant offices and persons ensured that KPI’S were kept on target.

Housing & Property Service Officer

Department of Communities
09.2018 - 11.2022
  • Generational trauma is a trauma that is experienced by more than one person — it extends from one generation to the next. Transgenerational trauma refers to a type of trauma that does not end with the individual. Instead, it lingers and gnaws through one generation to the next. Families with a history of unresolved trauma, depression, anxiety, and addiction may continue to pass maladaptive coping strategies and distrustful views of life onto future generations which is what we see in many of our tenants. By having a understanding of I trauma I am better equipped to help my clients. In this role I:
  • Was responsible for tenant sign-up processes, requiring the interpretation and communication of contractual obligations and responsibilities to the tenants.
  • Applied high-level critical think and problem-solving skills to manage complex client issues and find appropriate solutions to client inquiries.
  • Maintained current knowledge of products, services and support networks to providing informed information and recommendations to the clients.
  • Built and maintained strong professional relationships with clients to facilitate a positive service experience and assist them to sustain their tenancies.
  • Proactively engaged with my client portfolio to communicate legislation changes and other tenancy matters via phone, mail and in-person.
  • Remained current with various policy, procedure and legislation while ensuring it is evident in my decision making and work practices.
  • Consistently contributed to the team-based environment through support, advice, consultation and recommendations.
  • Ensured the appropriate handling, storage and dissemination of often confidential client information in both physical and digital form.
  • Was responsible for managing a busy phone-line and resolving customer inquiries promptly.
  • Ensured work practices and decision making remained within my area of responsibility and liaised with management for escalated issues.

Education Support Worker

Hocking Primary School
01.2013 - 01.2019
  • Provided support for the lead teacher including classroom setup, resource management, learning assistance and student oversight to provide an engaging learning environment.
  • Planned, designed and organised tailored learning activities as directed by the teacher to facilitate student learning and skills.
  • Worked closely with individual students requiring additional support due to learning difficulties and assist them to complete work and remain with their peer group.
  • Provided supervision to large groups of students during outside play, whilst on excursions and during break times.
  • Maintained knowledge of individual learning strengths and styles and ensured curriculum was delivered to students in a manner that allowed them to succeed.
  • Completed a large volume of student assessment, reporting and demographical data entry with a focus on data integrity and completeness.
  • Built and maintained strong working relationships with the teaching and administrative staff, students and parents.
  • Provided instructional and clerical support to the teacher, allowing them to focus on curriculum planning, delivery and assessment.

Education

Certificate III - Education SUPPORT WEST

Coast Institute of Training
01.2012

Diploma - TESOL

London Teacher's Training College
01.2007

Skills

  • Microsoft Office Suite
  • Database management
  • Electronic reporting
  • IT proficiency
  • Articulate Storyline software
  • Workshop facilitation
  • Planning and organisation
  • Critical thinking
  • Communication and negotiation
  • Relationship management
  • Problem solving
  • Legislation and policy understanding
  • Team leadership
  • Project coordination
  • Conflict resolution
  • Stakeholder engagement
  • Performance monitoring
  • Training facilitation
  • Decision making
  • Time management
  • Analytical thinking
  • Verbal and written communication
  • Process improvement

References

References available upon request.

Timeline

Housing Team Leader and Property Team Leader

Department of communities
03.2024 - Current

Property Service Officer

Department of communities
02.2024 - Current

Disruptive Behaviour Case Manager

Department of communities
07.2023 - 02.2024

Senior Learning and Development Consultant

Department of Communities
01.2023 - 07.2023

Project Coordinator

Department of Communities
11.2022 - 01.2023

Housing & Property Service Officer

Department of Communities
09.2018 - 11.2022

Education Support Worker

Hocking Primary School
01.2013 - 01.2019

Certificate III - Education SUPPORT WEST

Coast Institute of Training

Diploma - TESOL

London Teacher's Training College

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Rachel Dhimitri