Teresa Zank
Tweed Heads
Summary
Creating a safe space for assistance in line with trauma-informed care principles for different groups including CALD, LGBTIQA+, Women/Families, DV survivors, Elderly and First Nations. Assisting individuals in daily Case Management support, undertaking risk assessments and completing referrals for appropriate services. Extensive experience working with individuals in crisis, experiencing homelessness and applying a person-centered approach and harm minimization approach to support those in need.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Assertive Outreach Senior Case Manager
Social Futures
11.2024 - Current
- Collaborated with external agencies to secure resources for clients, ensuring optimal support and care.
- Managed high-risk cases effectively, implementing crisis intervention techniques when necessary to ensure client safety.
- Informally mentored new case managers and service coordinators, answering questions, offering opportunities to shadow and observe and explaining basic information about company procedures.
- Created well-written, effective care plans appropriately matching needs of clients following standards and guidelines of funders, contractors and governmental regulations.
- Made appropriate referrals, monitored client services in appropriate time frames, sought supervisory guidance as required, documented services provided and completed departmental billing procedures.
Homelessness Case Manager
West Coast Youth and Community Support
01.2024 - 11.2024
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements
- Conducted thorough assessments of clients' situations, identifying issues, goals, and necessary interventions
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs
- Achieved positive client outcomes by developing and implementing comprehensive case management plans
- Provided crisis intervention support for clients experiencing emergencies
- Coordinated essential services for clients, resulting in improved overall well-being and selfsufficiency.
Acting Residential Services Team Leader
Inner-City Homelessness Services / The Salvation Army
09.2023 - 12.2023
- Provide leadership, guidance, and support to the Residential Service team, ensuring a cohesive and motivated staff.
- Foster a positive and inclusive work environment that promotes teamwork and professional growth.
- Oversee the intake, assessment, and case management processes.
- Organized schedules and daily assignments for team, leveraging individual knowledge and strengths to maximize team success.
- Supported teams to achieve department goals and objectives.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
Early Intervention Case Manager
Inner-City Homelessness Services / The Salvation Army
09.2022 - 09.2023
- Referral to and advocacy on behalf of clients to appropriate agencies with services providing domestic violence, legal, counselling, family support, mental health, financial, and immigration support
- Scheduled case review meetings to discuss complex cases and procedural updates
- Ensure all processing and reporting requirements and performed to a consistently high standard and within specific time frames
- Provide short term crisis related case management to individuals and families to sustain current accommodation address risk factors to their tenancy, or to individuals already experiencing homelessness, addressing main needs including accommodation/Housing applications and connection with appropriate services
- Participate in inter-agency and network meetings within the Inner City area to build strategic alliances within the homelessness sector
- Negotiating with landlords, NCAT tribunal, property managers, maintenance and other stakeholders to prevent homelessness for individuals and families
- Coordinated program referrals and community-based services
- Planned and documented short-term interventions in response to critical needs or crises
- Identified service delivery gaps and developed appropriate service linkages
- Increased outreach, consistently bringing in new program members and growing funding
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
Senior Intake and Assessment Coordinator
Inner-City Homelessness Services / The Salvation Army
08.2021 - 09.2022
- Leading IAW team at Crisis Accommodation in Surry Hills NSW.
- Replying to referrals from different organizations and NSW Housing, working with different Hospital referrals, supporting clients with alternative support systems according to their needs, undertaking intake assessments/risk assessments
- Providing assistance to Project Managers and Case Managers
- Undertaking Hiring process and supporting the Team Leader with interviews and roster planning
- Maintaining a professional behaviour/boundaries and supporting workers on daily incidents and noting case notes.
- Enhanced assessment processes by implementing efficient data management and analysis techniques.
- Supported student success by providing comprehensive training on assessment tools and procedures.
Intake and Assessment Worker
Inner City Homelessness Services / The Salvation Army
01.2021 - 08.2021
- Providing support to individuals residing at Crisis Accommodation in Surry Hills NSW.
- Completed intake and assessments for individuals in need.
- Completed risk assessments and evaluation of complex cases.
- Collaborated with other stakeholders to increase outcomes.
- Worked fast to complete tasks and meet daily deadlines.
- Supporting Case Managers with case plans and referrals to appropriate service
- Working with different organizations under the no wrong door policy
- Working with challenging situations and providing assistance to vulnerable individuals under Trauma Informed Care practice
Support Worker
Inner City Homelessness Services / The Salvation Army
05.2020 - 01.2021
- Providing support to residents residing at the shelter, supporting Case Managers on maintaining a good support system and mechanisms, working with different organizations on the no wrong door policy, providing meals, supporting clients with their needs assessments and case plans
- Helped clients manage and reach individual goals, supporting independent progression and social skills.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Established trusting relationships with clients and their families through empathetic communication and active listening.
Assistant Manager
Eden Bondi Beach
01.2020 - 01.2021
- Managing 30 employees in different shifts and workdays, supporting Case Manager on daily administration operations, problem-solving, bringing a good customer service and motivating staff on maintaining a good work
- Training new staff members and supporting the restaurant daily action
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
Education
Community Service diploma -
Australian Learning Group College
Bachelor of Communication Studies -
University Helio, Alonso
Bachelor of Psychology -
Southern Cross University
03-2026
Skills
- Problem-Solving
- Case Management
- Case Documentation
- Organization and Multitasking
- Client Advocacy
- Crisis Intervention
Certification
- NSW Driver License
- First Aid and CPR Certificate
- WWC - NSW and SA
- "Through their eyes" Safe Environment for Children Course
- Aboriginal and Torres Strait Islander Cultural Competence Course
- Mental Health First Aid
- Suicide First Aid
Timeline
Assertive Outreach Senior Case Manager
Social Futures
11.2024 - Current
Homelessness Case Manager
West Coast Youth and Community Support
01.2024 - 11.2024
Acting Residential Services Team Leader
Inner-City Homelessness Services / The Salvation Army
09.2023 - 12.2023
Early Intervention Case Manager
Inner-City Homelessness Services / The Salvation Army
09.2022 - 09.2023
Senior Intake and Assessment Coordinator
Inner-City Homelessness Services / The Salvation Army
08.2021 - 09.2022
Intake and Assessment Worker
Inner City Homelessness Services / The Salvation Army
01.2021 - 08.2021
Support Worker
Inner City Homelessness Services / The Salvation Army
05.2020 - 01.2021
Assistant Manager
Eden Bondi Beach
01.2020 - 01.2021
Bachelor of Communication Studies -
University Helio, Alonso
Community Service diploma -
Australian Learning Group College
Bachelor of Psychology -
Southern Cross University
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