Rose Torcasio
Gungahlin,ACT
Summary
A skilled and experienced professional, I have spent much of my career managing and working in community services and government, in particular, working to deliver outcomes for community members. I am naturally curious when it comes to organisation and service delivery improvement, promoting a pioneering mentality. I enjoy working with and developing people. My specialties include: Working to deliver outcomes for community members; Working to support and develop people; Exceptional customer service; Supporting high performing teams to meet optimum performance; delivering programs that foster continuous improvement; and Moving thinking beyond the traditional and into the creative and innovative space. I have completed a Bachelor of Psychology at the Australian National University. I have worked for the National Disability Insurance Scheme (NDIS) which is responsible of running a large portfolio of vulnerable clients with physical and mental disabilities. I have also case managed the placements of foster children and their families at ACT Together. In addition, I have volunteered my services to Migrant and Refugee Settlement Services (MARSS) where I assisted young adults with their English and school education. I have always enjoyed finding ways to make a positive difference.
Overview
9
9
years of professional experience
1
1
Certification
Work History
REDRESS OFFICER
Department of Social Services
03.2024 - Current
- Highly proficient in both verbal and written communication
- Collaborate with an interdisciplinary team to determine timely delivery of services
- Research and analytical skills to evaluate sensitive information in a trauma-informed manner
- Proficiency in utilising business systems and tools to execute tasks with precision and efficiency
- Utilise trauma-informed approaches to promote healing and empowerment for clients who have experienced child sexual abuse within institutional settings
- Demonstrated meticulous attention to detail, offering support and guidance on quality assurance protocols and complaints
- Well-developed time management skills to effectively manage heavy workloads, meet crucial deadlines and address sensitive matters with sound judgement.
Case Manager
ACT Together
01.2022 - 03.2024
- Developed and implemented comprehensive case management plans to address client needs and goals
- Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide useful benefits to clients
- Assisted clients in navigating housing, legal services and public benefits to gain access to valuable resources
- Rebuilt or created clients’ NDIS plans and participate in NDIA meetings
- Monitored clients' progress and tracked client services to provide crisis interventions
- Developed comprehensive discharge plans to transition clients to appropriate service providers in community
- Developed and implemented safety plans for clients at risk of harm to provide protection
- Partnered with physicians, social workers, activity therapists, nutritionists, and case managers to develop and implement individualized care plans and documented patient interactions and interventions in electronic charting systems
- Evaluated treatment plans against individual goals and healthcare standards
- Established and maintained relationships with key stakeholders
- Utilised writing skills to secure additional program funding, prepare therapeutic reports, care plans and briefs.
Compliance Officer
01.2021 - 10.2021
- Analyse and interpret documentation in relation to clientele via multiple IT programs in order to determine if a debt should be raised or waived
- Navigate through customers' files using various screen codes to find out the cause of a debt by searching for previous coding/activities completed within the records and determining whether or not the customer has committed fraud
- Research legislation and policies via operational blueprint manuals to determine overpayments
- Perform outbound calls to the customer when there is missing information on their record in order to ensure the information on file is accurate before deciphering on a debt outcome
- Facilitate team meetings and interpret statistical information regarding the team's quality of work.
Business Support Officer
Families and Children Sector – Services Australia
04.2020 - 12.2020
- Researching operational blueprint manuals to resolve complex customer queries regarding families and children following legislation and policies
- Referencing legislation and policies when typing notes in customers' files
- Navigating through multiple IT programs to search client information and rectify underlying system issues
- Recording procedures taken to address customer queries in a detailed and thorough manner
- Communicating to customers on a frequent basis over the phone in a professional manner
- Responding to a high volume of formal and informal complaints; deescalating frustrated clientele and following the correct protocols to ensure the safety of the customer and staff
- Training new oncoming staff in a clear and concise manner
- Frequently reporting to team leader to provide statistical updates and feedback from customers in meetings and via email.
Business Support Officer
National Disability Insurance Scheme
11.2018 - 09.2019
- Trained a large amount of new employees in the procedures required to fulfil their role as a business support officer to a high standard
- Wrote various procedure checklists for new incoming employees
- Assigned work to colleagues to complete as requested by my team leader
- Managed/arranged all planning meetings for people with a disability from NSW and the ACT
- Managed electronic information regarding the clients' personal information.
ADMINISTRATION OFFICER
Access Canberra Woden
07.2018 - 09.2018
- Created comprehensive excel spreadsheets
- Analysis of Working With Vulnerable People applications received and ensuring both the card holders were clear of any criminal offences
- Collaborated with all areas of the organisation and stakeholders where required
- Contacted clients when information was amiss, ensured all record keeping was updated.
Receptionist
Capital Community Housing
06.2015 - 11.2016
- Visited clients for home inspections and completed home safety checks
- Managed electronic information regarding the clients' personal information
- Provided management regular updates on client matters
- Created comprehensive excel spreadsheets to manage all the bookings
- Generated financial reports.
Education
Bachelor of Psychology -
Australian National University (ANU)
12 Certificate -
Merici College, Canberra
Skills
- Interdisciplinary Care
- Monitoring Visits
- Verbal and Written Communication
- Case Planning
- Staff Training
- Interdisciplinary Collaboration
- Home Visits and Inspections
- MS Office
- Team Meetings
- Quality Assurance Controls
- Shared Governance
- Resource Management
Certification
- First Aid
- IT certificate cert I
- Current Working with Vulnerable People's Card
- Current Driver's Licence
Contactperson
Miss Sarah Kulczycki, Team Leader, Tuggeranong, ACT, 0418969633, sarah.kulczycki@dss.gov.au
References
- Miss Rosslyn Bird, Program Manager at ACT Together (direct supervisor), Bruce, ACT, 0438250504, roz_rb@hotmail.com
- Mrs Shikshya Thapa, Case Manager at ACT Together, Bruce, ACT, 0405914996, ckshya@gmail.com
Timeline
REDRESS OFFICER
Department of Social Services
03.2024 - Current
Case Manager
ACT Together
01.2022 - 03.2024
Compliance Officer
01.2021 - 10.2021
Business Support Officer
Families and Children Sector – Services Australia
04.2020 - 12.2020
Business Support Officer
National Disability Insurance Scheme
11.2018 - 09.2019
ADMINISTRATION OFFICER
Access Canberra Woden
07.2018 - 09.2018
Receptionist
Capital Community Housing
06.2015 - 11.2016
Bachelor of Psychology -
Australian National University (ANU)
12 Certificate -
Merici College, Canberra
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