Susan Higgins
Yattalunga,NSW
Summary
Proven leader over 25 years with extensive experience in team supervision and complex problem-solving at Regional Youth Support Services. Excelled in staff training, enhancing team collaboration, and significantly improving client engagement building a service up over 5 years. . Skilled in conflict resolution and mentoring, demonstrating a strong ability to elevate team performance and achieve quality outcomes.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Team Leader Abilities Team
Regional Youth Support Services
07.2018 - 06.2024
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Managing all aspects of staff including recruitment, supervision, training, orientation, performance management and team building.
- Developing training programs.
- Networking with external providers.
- Monitoring WHS and incidence with workers and clients.
- Monitored team performance and provided constructive feedback to increase engagement with clients and maintain quality standards.
- Built strong relationships with clients and carers through positive attitude and attentive response.
- Conducted regular team meetings to review progress, address challenges, and celebrate successes together as a team.
- Collaborated with interdisciplinary teams to create comprehensive care plans tailored to individual client needs.
- Work with team to identify areas of improvement and devise solutions.
- Report monthly to Senior management and Board members
- Provide professional regular supervision to up to 35 staff members.
- Provide solutions and support for high level crisis situations including suicidal ideation, self harming and multiple high level issues.
- Support to maintain a large multi level database for NDIS clients including rostering.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Conducted training and mentored team members to promote service and engagement of clients.
- Conducted training and mentored team members to increase knowledge and skills.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Held weekly team meetings to inform team members on company news and updates.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Assisted in recruitment of new team members.
- Monitored time and attendance, enforcing compliance with company procedures relating to shifts.
- Collected, arranged, and input information into database system.
Rent Choice Youth Case Worker
Regional Youth Support Services
06.2018 - 09.2019
- Assessing clients for acceptance to a Housing subsidy program. Requirement to be homeless or at risk of homelessness.
- Provide three years of holistic, intensive case work.
- Regular reporting to Housing NSW to ensure compliance and monitor outcomes.
- Monitor provision of brokerage provided by Housing
Team Leader Getting It Together Scheme
Wesley Mission
06.2008 - 06.2018
- Intensive case management program for young people with Alcohol and other drug misuse issues.
- Focus on harm minimisation, education and support.
- Management of many comorbidities including diagnosed mental health issues and illnesses.
- Other issues such as homelessness, family breakdown, offending behaviour, trauma, education and employment.
- Annual reporting to funding bodies.
- Management of brokerage accounts for clients.
- Advocacy, networking, liaising with other services to provide outcomes for young people.
Youth Justice Conference Convenor
Juvenile Justice
01.2008 - 06.2014
- Court diversion program for young people under 18.
- Convenor assesses young person.
- Preparation of victim and young person to meet and prepare a case plan.
- Preparation of suitable services and programs for young person to engage in as alternative to court.
- Meeting with victim to discuss suitable reparations for the proven crime.
- Meetings with Youth Justice Management to discuss plan.
- Arrange conference venue, organise participants and convene.
Case Worker- JPET Program
Mission Australia
09.2000 - 06.2008
- Holistic case work program for young people homeless or at risk of homelessness who were unable to comply with Centrelink Job seeking requirements.
- Case work around Housing options, education, mental health, AOD issues, offending behaviour and any other contributing issues.
- Networking and advocacy with other services, Housing providers and refuges.
Education
Statement Of Attainment in Mental Health Recovery
TAFE NSW
Central Coast, NSW11.2020
Bachelor of Arts - Social Sciences
Charles Sturt University
Bathurst, NSW11.2016
Diploma in Community Services
TAFE NSW
Central Coast, NSW06.2012
Skills
- Teamwork and Collaboration
- Problem-Solving
- Identifying strengths
- Team Supervision
- People Management
- Staff Training
- Coaching and Mentoring
- Documentation And Reporting
- Performance Improvement
- Complex Problem-Solving
- Quality Improvement
- Conflict Resolution
- Leading Team Meetings
- Safety
- Staff education and training
- Evaluating Employee Work
- Employee Evaluation
- Onboarding and Orientation
- Team motivation
Certification
Working with Children Check
Federal Police Check
First Aid
NDIS Worker Screening Check.
Timeline
Team Leader Abilities Team
Regional Youth Support Services
07.2018 - 06.2024
Rent Choice Youth Case Worker
Regional Youth Support Services
06.2018 - 09.2019
Team Leader Getting It Together Scheme
Wesley Mission
06.2008 - 06.2018
Youth Justice Conference Convenor
Juvenile Justice
01.2008 - 06.2014
Case Worker- JPET Program
Mission Australia
09.2000 - 06.2008
Statement Of Attainment in Mental Health Recovery
TAFE NSW
Bachelor of Arts - Social Sciences
Charles Sturt University
Diploma in Community Services
TAFE NSW
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