Sritala Na Nagara
Surfers Paradise,QLD
Summary
A passionate and dedicated former Child Safety Support Officer and Settlement Case Manager with proven experience in case management and stakeholder negotiation. With the ability to build strong rapport with families, community agencies and government departments I aim to deliver culturally appropriate, practical prevention and early intervention support services. I Hold a demonstrated ability to identify needs and implement solutions while working collaboratively in a multidisciplinary team. By leveraging my knowledge of relevant legislation and policies, I ensure case records align with departmental case management requirements. My goal is to apply for a Child Safety Officer position in order to work to strengthen family units and assist in the diversion of families from the statutory child protection system.
Overview
11
11
years of professional experience
Work History
Settlement Case Manager
Multicultural communities Council Gold Coast
10.2023 - Current
- Conducted need assessments and developed holistic, client-centred case plans in collaboration with clients
- Implemented, monitored, reviewed, and updated case management plans to ensure ongoing relevance and effectiveness
- Coordinated services, advocated for clients, facilitated case conferences, and liaised with support services and agencies to provide comprehensive support for clients and families with complex needs
- Supported clients through crisis management, providing information and referrals to specific support services as required
- Guided and collaborated with Language Support Workers to deliver culturally appropriate support services
- Represented MCCGC in operational and subcontract meetings, serving as a point of contact for collaboration with the EAL/D Senior Education Officer from the Department of Education
Child Safety Support Officer
Dept. of Children, Youth Justice and Multicultural Affairs
08.2022 - 10.2023
- Strengthened parenting capacity including advocacy and consultation with Child Safety Officers and support networks
- Delivered child safety services by supervising access visits between children and their families
- Supported children and their families to strengthen the outcomes of family intervention and engagement
- Provided well-planned services to vulnerable children and families, and prepared accurate case notes on all interactions
- Worked effectively within a multidisciplinary team and communicated extensively with relevant stakeholders
- Escorted children and/or families to appointments and services as needed
Student Child Safety Officer
Dept. of Children, Youth Justice and Multicultural Affairs
03.2022 - 05.2022
- Supported the provision of statutory child protection service to children, young people and their families
- Applied relevant legislation, delegations, policies and quality standards aligned with the practice manual
- Collaborated with foster and kinship carers, the community, government and non-government service providers
- Ensure all data entered into ICMS was accurate and up to date regarding contact details and home visit information
- Participated in the decisions made by the Department of Child Safety regarding Aboriginal and Torres Strait Islander children and young people throughout the child protection process
- Consulted Cultural Practice Advisor regarding Indigenous culture, and sought advice in making the right decisions
Customer Service Agent
Thai Airways International
03.2018 - 09.2020
- Supervised flight check-in and all relevant paperwork, solving any problems in the process as they arose
- Organised catering and special meals, seat allocation, FQTV passenger prioritisation and special assistance coordination
- Coordinated with the reservations team if bookings arrive unticketed, and ensured passengers hold valid documentation
- Reconciled daily sales reports of excess baggage and airport upgrades
- Maintained a commitment to the highest ethical, professional and service standards to deliver optimal outcomes
- Built and sustained honest and respectful relationships in order to collaborate effectively with stakeholders
- Delivered a customer centred approach, and engaged with my team to build overall capability
Reservations and Ticketing Officer
Solomon Airlines Ltd
07.2015 - 03.2018
- Drafted and compiled daily sales reports for the accounting department with efficiency and accuracy
- Smoothly handled flight disruptions by utilising conflict resolution, critical thinking and sound decision making
- Completed travel reservations for clients via phone and email, and addressed any incoming queries
- Collected excess baggage charges, and organised passenger refunds or credits when required
Ticket Office Consultant
Garuda Indonesia
10.2014 - 05.2015
- Completed bookings, issued tickets, processed any required ticket refunds and completed invoice reconciliations
- Assisted travel agents with booking dates and fare queries, and addressed customer questions directly
- Compiled and summarised reports on daily sales for the finance department
- Demonstrated accountability for the execution of results through professionalism, persistence and transparency
Education
Master of Social Work (Professional Qualifying) -
Southern Cross University
Gold Coast, QLD06-2026
Bachelor of Human Services -
University of the Sunshine Coast
01.2023
Skills
- Leadership and team management
- Strategic thinking and planning
- Budget management
- Case management and investigation
- Communication and interpersonal skills
- Values diversity and inclusivity
- Organisation and adaptability
- Strong technical proficiency
- System maintenance and reporting
- Problem solving and critical thinking
- Culturally competent and resourceful
- Insightful decision-making
- Drives accountability and outcomes
- Builds enduring, sustainable relationships
- Stimulates ideas and innovation
- Demonstrates sound governance
- Accurate and detailed reporting
- Service delivery compliance
- Trauma informed, child centred framework
- Proficient in MS Office Suite and ICMS
- Conflict resolution and mediation
References
Kerri Kinman
Senior Child Safety Support Officer, Department of Families, Seniors, Disability Services and Child Safety
Email: Kerri.kinman@cyjma.qld.gov.au
Phone: 0418 985 013
Jessica McAdam
Chief Operation Officer, Multicultural Communities Council Gold Coast
Email: jessicam@mccgc.org.au
Phone: 0412 174 700
Timeline
Settlement Case Manager
Multicultural communities Council Gold Coast
10.2023 - Current
Child Safety Support Officer
Dept. of Children, Youth Justice and Multicultural Affairs
08.2022 - 10.2023
Student Child Safety Officer
Dept. of Children, Youth Justice and Multicultural Affairs
03.2022 - 05.2022
Customer Service Agent
Thai Airways International
03.2018 - 09.2020
Reservations and Ticketing Officer
Solomon Airlines Ltd
07.2015 - 03.2018
Ticket Office Consultant
Garuda Indonesia
10.2014 - 05.2015
Master of Social Work (Professional Qualifying) -
Southern Cross University
Bachelor of Human Services -
University of the Sunshine Coast
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