Susana Ferreira
Nowra,NSW
Summary
Accomplished Casework Support Worker at the Department of Communities and Justice, adept in client advocacy and crisis intervention. Proven track record in building strong relationships and enhancing client care. Skilled in documentation and reporting, with a focus on achieving client goals and improving wellbeing through empathetic communication and active listening.
Overview
2026
2026
years of professional experience
Work History
Casework Support Worker
Department Of Communities And Justice
01.2015 - Current
- Helped clients manage and reach individual goals.
- Enhanced the quality of care for clients by providing personalized support and assistance.
- Transported clients to appointments, shopping venues and entertainment events according to determined schedule.
- Established trusting relationships with clients and their families through empathetic communication and active listening.
- Developed strong rapport with clients by consistently demonstrating respect, understanding, and genuine concern for their wellbeing.
- Maintained detailed records of client progress, interventions, and outcomes to ensure continuity of care across service providers.
- Conducted home visits to assess client living conditions and recommend improvements for better quality of life.
- Provided emotional support to clients, improving their mental health and overall wellbeing.
- Adapted quickly to changing work environments while maintaining high levels of productivity and professionalism under pressure.
- Provided crisis intervention services when necessary, effectively de-escalating challenging situations while maintaining client safety.
- Mentored new support workers by providing guidance, sharing best practices, and modeling effective client-centered care techniques.
- Collaborated with interdisciplinary teams to develop and implement individualized care plans for each client.
- Advocated for client rights and preferences in interactions with external service providers.
- Work with prospective carers, collection and assessing information to determine their suitability.
- Preparing documents for court to be served with Care Application and service of legal documents.
- Conduct referrals, information sharing through Chapter16A.
- Organise and facilitate Family Time , Case Plan Meetings and care Plan Meetings.
Student Placement - Social Work
Department Of Communities And Justice
06.2014 - 11.2014
- Conduct File Reviews.
- Organise and attend community events.
- Conduct home visits with parents, carers and children.
- Organise and supervise family time and write reports.
- Organise case plan and care plan meetings.
- File documents at court.
Hospitality Worker
Canterbury Bulldogs Leagues Club
01.2008 - 06.2014
- Performed general cleaning by sweeping and mopping floors, washing dishes and emptying trash.
- Prepared food and beverages and verified adherence of quality and safe food-handling standards.
- Reduced risks by maintaining clean and organised work environment.
- Collaborated with team members to consistently deliver high-quality service in a fast-paced environment.
- Delivered excellent customer service to support company reputation and patron satisfaction.
- Processed payments with focus on accuracy and correct cash-handling procedures.
- Communicated with customers to promptly resolve complaints and address inquiries.
- Trained new staff members on proper customer service and hospitality policies.
- TAB trained.
Disability Support Worker
Sylvanvale
09.2009 - 06.2012
- Provided assistance in daily living activities by dressing, grooming, bathing, and toileting patients.
- Drove clients safely to social activities and appointments.
- Developed strong interpersonal relationships with clients, earning their trust and respect through consistent empathy and understanding.
- Enhanced quality of life for clients with physical and intellectual disabilities through compassionate care and assistance.
- Kept detailed daily logs with care actions, patient behaviors, and incidents.
- Communicated regularly with family members about client progress, addressing any concerns or questions promptly.
- Assisted clients in reaching personal goals through targeted skill-building activities and therapeutic interventions.
Home Care Provider
Sussex Home Care
01.2006 - 01.2008
- Assisted patients with personal requirements for housekeeping and grooming assistance.
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
- Assisted patients with handling daily chores and errands by transporting to appointments, cleaning personal spaces, and purchasing supplies.
- Provided patients with assistance in completing daily tasks, reducing daily burden on family members.
- Enhanced patient comfort by providing compassionate and attentive care tailored to individual needs.
- Assisted patients with self-administered medications.
- Helped patients safely transition between sleeping surfaces and mobility assistance such as wheelchairs by providing consistent support.
- Maintained accurate patient records, documenting daily activities, progress, and any changes in health conditions.
- Kept close eye on behavior and emotional responses of clients to address concerns and protect each person from harm.
- Improved patient well-being with regular monitoring of vital signs, medication administration, and personal care assistance.
- Monitored progress and documented patient health status changes to keep care team updated.
- Performed laundry, grocery shopping and other light housekeeping duties as instructed by client.
- Traveled to clients' homes to complete healthcare services and promote continuity of care.
- Completed entries in log books, journals, and care plans to accurately document and report patient progress.
Hospitality Worker
Various
09.2001 - 01.2006
- Greeted guests with friendly and professional acknowledgment to build rapport.
- Handled guest complaints professionally, resolving issues quickly to promote positive experiences.
- Supported restaurant operations by assisting servers during busy periods or covering shifts as needed.
- Enhanced guest satisfaction by providing exceptional customer service and promptly addressing concerns.
- Learnt to work with people with minimal to no English skills.
- Learn to work in a team environment with low level ability of speaking the countries language.
Assistant Manager - Operations
Liquorland
2000 - 2001
- Managed daily staff scheduling, ensuring optimal coverage during peak hours while minimizing labor costs.
- Reduced employee turnover rates by fostering a positive work environment and providing clear growth opportunities.
- Oversaw facility maintenance tasks to ensure a safe, clean, and well-functioning workplace for employees and customers alike.
- Contributed to increased revenue generation through upselling strategies and effective promotional campaigns within the department.
Bottle Shop Worker
Liquorland
1999 - 2000
- Collaborated with team members to ensure efficient daily operations and timely completion of tasks.
- Maintained orderly and clean work areas for maximum productivity.
- Maintained a clean and organized store environment for optimal shopping experience.
- Stocked shelves efficiently, ensuring product availability and reducing restocking time.
Cellar Door Sales and Vineyard Work
Platt's Wines and Seldom Seen Wines
1998 - 1999
- Conduct cellar door sales, describe and advise of products.
- Bottling and labelling wine to be sold.
- Take orders and prepare products for shipment.
- Sales at community events.
- General farm work and maintaining of vines.
Education
Certificate 3 Sports And Recreation - Trail Riding Guide/Riding Instructor
Horse Safety Australia
01-2016
Bachelor of Social Work - Social Sciences
University of Western Sydney
Sydney, NSW03-2015
Statement of Attainment - TAB Operations
TAB
01-2014
Diploma - Community Services
TAFE NSW
Kogarah, NSW01-2009
Certificate IV - Community Services
TAFE NSW
Kogarah, NSW01-2008
Statement of Attainment - Community Services
TAFE NSW
Kogarah, NSW01-2008
Skills
- Confidentiality and privacy
- Active listening
- Relationship building
- Behavioral support
- Transportation assistance
- Professional boundaries
- Clean driving record
- Cultural sensitivity
- Skill development
- Attention to detail
- Critical thinking
- Conflict resolution
- Transcription and dictation
- Spreadsheet development
- Empathy and patience
- Verbal and written communication
- Documentation
- Documentation and reporting
- Crisis intervention
- Crisis management
- Time management
- Client advocacy
- Decision-making
- Written communication
- Case documentation
- Trauma informed care framework
- Structured decision making (SDM) tools knowledge
- Trauma-informed care
Languages
Spanish
Limited Working
Portuguese
Native or Bilingual
Timeline
Casework Support Worker
Department Of Communities And Justice
01.2015 - Current
Student Placement - Social Work
Department Of Communities And Justice
06.2014 - 11.2014
Disability Support Worker
Sylvanvale
09.2009 - 06.2012
Hospitality Worker
Canterbury Bulldogs Leagues Club
01.2008 - 06.2014
Home Care Provider
Sussex Home Care
01.2006 - 01.2008
Hospitality Worker
Various
09.2001 - 01.2006
Assistant Manager - Operations
Liquorland
2000 - 2001
Bottle Shop Worker
Liquorland
1999 - 2000
Cellar Door Sales and Vineyard Work
Platt's Wines and Seldom Seen Wines
1998 - 1999
Certificate 3 Sports And Recreation - Trail Riding Guide/Riding Instructor
Horse Safety Australia
Bachelor of Social Work - Social Sciences
University of Western Sydney
Statement of Attainment - TAB Operations
TAB
Diploma - Community Services
TAFE NSW
Certificate IV - Community Services
TAFE NSW
Statement of Attainment - Community Services
TAFE NSW
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