Shaista Sohail
Tarneit,VIC
Summary
Motivated and compassionate mental health professional with a strong background in trauma-informed care, crisis intervention, and goal oriented. Experienced in AOD rehabilitation, disability support, community engagement, and case management. Adept at conducting assessments, facilitating group therapy, and supporting vulnerable communities, including women, youth, and individuals facing mental health and substance use challenges. Skilled in active listening, empathy, and de-escalation techniques. Strong focus on team collaboration and achieving tangible outcomes. Reliable, adaptable, and capable of navigating changing needs to provide effective support.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Telephone Crisis Supporter
Lifeline
04.2025 - Current
- Maintained a high level of professionalism while managing sensitive and confidential information.
- Enhanced caller satisfaction by providing empathetic and compassionate support during crisis situations.
- Increased caller trust by building rapport through empathy, understanding, and non-judgmental communication.
- Contributed to a safe and supportive work environment by participating in regular debriefing sessions with peers and supervisors.
Student Counsellor
Salvation Army Residential Rehabilitation (Bridgehaven)
07.2024 - 01.2025
- Facilitated group therapy sessions using CBT and relapse prevention strategies.
- Provided one-on-one counselling for clients with trauma and substance use histories.
- Assisted in community participation, case reporting, and referral processes.
- Orchestrated counselling intervention sessions for clients, enabling a 15% improvement in emotional stability and retention of coping strategies using evidence-based practices over a 3-month period.
Youth Mentor
Hampton Park Secondary College and Sunshine West Secondary College
02.2022 - 06.2022
- Volunteered in the program mentoring students in two secondary colleges, fostering emotional well-being and resilience.
- Group activities based on games to rapport building.
- One to one session with the students to provide emotional and psychological support.
Customer Care Team Member
Woolworth Ltd
07.2021 - 03.2022
- Provided professional and efficient customer support, addressing inquiries and resolving concerns promptly.
- Managed order processing, returns, and exchanges, ensuring a seamless customer experience.
- Handled customer complaints with empathy and problem-solving skills, maintaining high satisfaction levels.
- Resolved 50+ customer complaints daily by leveraging problem-solving skills, increasing customer satisfaction scores by 15%.
Disability Support Worker
Support Well
06.2020 - 03.2021
- Supported clients with complex needs, including co-occurring mental health and disability.
- Assisted in community reintegration, emotional support, and daily living skills development.
- Developed individualized care plans for clients, enhancing independent living skills and achieving a 30% improvement in daily task completion rates with adaptive tools and technology.
- Implemented adaptive strategies to promote clients' adaptability in challenging environments, resulting in a 25% increase in successful community reintegration within 6 months.
- Facilitated stakeholder engagement by coordinating bi-weekly meetings, collaborating with multidisciplinary teams to tailor support plans, achieving a 20% increase in resource allocation efficiency over 4 months.
Intern Psychologist
Psychiatry Department of Govt. Hospital
03.2011 - 02.2012
- Company Overview: Pakistan
- Implemented evidence-based interventions for individuals with depression, anxiety, and trauma.
- Involved in research program in Psychiatry Department.
- Pakistan
Internship
Fountain House
02.2009 - 08.2009
- Company Overview: Lahore, Pakistan
- Group therapy sessions focused on psychoeducation.
- Assisted in psychological assessments and case reporting.
- Developed individualized treatment plans for clients in rehabilitation.
- Lahore, Pakistan
Community Work
National Institute of Rehabilitation Medicine
03.2008 - 08.2008
- Company Overview: Pakistan
- Provided grief therapy and psychological support to earthquake survivors.
- Assisted in documentation and case management for community recovery efforts.
- Pakistan
Education
Masters of Counselling and Psychotherapy -
Australian College of Applied Professions
05-2025
Graduate Diploma of Professional Psychology -
12.2020
Bachelors of Behavioural Sciences -
12.2010
Skills
- Communication
- Multitasking
- Positive Attitude
- Proactive
- Self Motivated
- Teamwork
- Conflict Resolution
- Excel
- PowerPoint
- Presentation
- Report Writing
- Short and long term goals setting
- Culturally Responsive Practice
- Strong Communication & Advocacy
- Wellbeing Initiatives & Client Engagement
- Interpersonal Growth
Certification
- Working with Children's Check, current
- Criminal History and Police Check, current
- Domestic Violence Alert Certificate (Wellsprings for Women, Dandenong), 12/01/21
- Alcohol and Other Drugs Skill Set Course (Victoria University), 06/01/25
- Registered Counsellor Level II, Australian Counselling Association, 12/01/25
- Trauma Response Practice in Education (Australian Childhood Foundation) 2025
Languages
English
Full Professional
Hindi
Native or Bilingual
Urdu
Native or Bilingual
Punjabi
Professional Working
Timeline
Telephone Crisis Supporter
Lifeline
04.2025 - Current
Student Counsellor
Salvation Army Residential Rehabilitation (Bridgehaven)
07.2024 - 01.2025
Youth Mentor
Hampton Park Secondary College and Sunshine West Secondary College
02.2022 - 06.2022
Customer Care Team Member
Woolworth Ltd
07.2021 - 03.2022
Disability Support Worker
Support Well
06.2020 - 03.2021
Intern Psychologist
Psychiatry Department of Govt. Hospital
03.2011 - 02.2012
Internship
Fountain House
02.2009 - 08.2009
Community Work
National Institute of Rehabilitation Medicine
03.2008 - 08.2008
Graduate Diploma of Professional Psychology -
Masters of Counselling and Psychotherapy -
Australian College of Applied Professions
Bachelors of Behavioural Sciences -
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