Violah Tsikisai

case planning

• Achieved positive client outcomes by developing and implementing comprehensive case management plans.
• Enhanced communication between clients and providers through consistent follow-ups and progress updates.
• Coordinated essential services for clients, resulting in improved overall well-being and selfsufficiency.
• Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
• Facilitated successful transitions between levels of care by developing detailed discharge plans and coordinating resources.
• Improved client satisfaction by efficiently addressing concerns or grievances in a timely manner.
• Collaborated with multidisciplinary teams to address client needs and formulate tailored support strategies.
• Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
• Strengthened relationships with community organizations to increase access to supportive resources for clients in need.
• Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
• Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
• Promoted a safe environment for vulnerable populations by reporting suspected abuse or neglect as mandated by law.
• Advocated for client rights when interacting with external agencies or institutions, ensuring fair treatment at all times.
• Evaluated program effectiveness continually through data analysis and outcome measurement metrics.
• Fostered open lines of communication with clients'' families and support networks, involving them in the case management process as appropriate.
• Contributed to team discussions and case conferences actively, sharing insights and expertise with colleagues to optimize client support strategies.
• Developed and implemented comprehensive case management plans to address client needs and goals.
• Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide useful benefits to clients.
• Assisted clients in navigating housing, legal services and public benefits to gain access to valuable resources.
• Monitored clients' progress and tracked client services to provide crisis interventions.
• Partnered with physicians, social workers, activity therapists, nutritionists, and case managers to develop and implement individualized care plans and documented patient interactions and interventions in electronic charting systems.
• Utilized trauma-informed approach to promote healing and empowerment for clients.
• Identified care needs of individual patients and coordinated responses based on physician advice, insurance limitations, and procedural costs.
• Collaborated with community members to develop and implement service initiatives.
• Conducted community workshops to promote different programs and educate public on available services.
• Conducted outreach activities to engage local stakeholders in programs.
• Coordinated individual referrals to obtain community services, advocate for client needs and resolve roadblocks.
• Participated in regular professional development opportunities to stay current on best practices within the field of case management.

• Promoted the Home Instead brand and live our culture in all your interactions through building trust,
  taking the lead and sharing your heart.
  Answer each incoming call in a friendly, professional and knowledgeable manner.
  Field new client and caregiver enquiries over the phone in a welcoming and knowledgeable manner
  ensuring relevant processes are followed.
  Coordinate Client services and CAREGiver schedules on a daily basis via the Relationship Management
  System (RMS) to ensure that all clients receive the services that they have requested and that where
  possible a compatible, regular and consistent
• caregivers provide the service including:
  Implementation of new client schedules following handover meeting with the person that has
  conducted the Care Consultation.
  Monitoring and actioning email/phone call requests for new/changes to client schedules from
  brokers including communication with brokers and caregivers
  Management of CAREGiver leave including communication with client/broker.
  Management of public holiday schedules.
  Monitor shared email for actions and coordinate workflow with Client Services Team.
  Provide guidance and support to CG’s to assist them in providing quality care.
  Monitor, mediate, manage and ensure a record is maintained of all interactions with clients/client
  families and caregivers and address any issues/concerns immediately.
  Approval of services completed within the RMS.
  Recognise and capture opportunities to maintain and increase service hours and/or increase quality
  care.
  Enter and maintain accurate and up to date CAREGiver and Client information in the Relationship
  Management System (RMS).
  Maximise the integrity of the data in the RMS and use functionality to support the effective and
  efficient matching of caregivers and clients.
  Provide out of hours client/CAREGiver telephone support as required.
  Secondary Responsibilities
  Actively participate as a team member to support the achievement of our organisational goals and
  strategies.
  Always provide a high standard of customer service to all stakeholders.
  Actively commit to and perform work in accordance with our quality management system and
  standards whilst proactively identifying areas for continuous improvement.
  Be personally responsible for understanding and adhering to all Home Instead policies and
  procedures including taking reasonable care to ensure your actions and omissions do not impact the
  health and safety of others.
• Gained strong leadership skills by managing projects from start to finish.
• Acted as a team leader in group projects, delegating tasks and providing feedback.
• Excellent communication skills, both verbal and written.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Learned and adapted quickly to new technology and software applications.
• Managed time efficiently in order to complete all tasks within deadlines.
• knowledge of home care packages and experience in organising services for people who have them .
• · Provide day to day leadership for the Client Care Coordinators to represent the business as a professional leader in the aged care sector, and as an advocate of our brand and business model within the local community
• · Empower and manage the Client Care Coordinators to develop, review and achieve daily, monthly, quarterly and annual priorities and goals
• · Live the values of Home Instead, share your passion for our mission, and be an active ambassador of our brand and culture by daily demonstrating and leading desirable behaviours
• · Actively seek learning opportunities for yourself and the Scheduling team to continue to develop, grow and innovate, so that we may be recognised for changing the face of ageing within our territory
• · Promoted the Home Instead brand and live our culture in all your interactions through building trust, taking the lead and sharing your heart
• · Communicate business decisions and directions to the Client Coordinators team and CAREGivers in a motivating and empowering manner
• · Proactively communicating all discussions/ feedback and observations with Franchise Owners
• · Working with the Client Services Team, maintain open and transparent modes of communication with the Care Management Team that allows for the development of a positive team culture and ensures client care services are of a consistently high standard that adheres to the operations manual, our quality management systems, and are compliant with all legislative and regulatory standards, including the aged care quality standards
• · Working with the People and Culture Team, maintain open and transparent modes of communication with the that allows for the development of a positive team culture and ensures client care services are of a consistently high standard developing relationships with CAREGivers, providing feedback and sharing strategies to manage individual staff members performance
• · Conduct and coordinate daily Scheduling meetings and document minutes as instruction by the Directors
• · Provide the Franchise Owners (and any Manager as directed) with daily/weekly Scheduling reports and feedback emphasizing on Client Services Team outcomes, results, goals and trends
• · Answered each incoming call in a friendly, professional and knowledgeable manner
• · Field new client and CAREGiver enquiries over the phone in a welcoming and knowledgeable manner ensuring relevant processes are followed
• · Coordinate Client services and CAREGiver schedules on a daily basis via the Relationship Management System (RMS) to ensure that all clients receive the services that they have requested and that where possible a compatible, regular and consistent CAREGiver/s provide the service including:
• · Implementation of new client schedules following the handover meeting with the Care Management Team after the Care Consultation
• · Monitored and actioned email/phone call requests for new/changes to client schedules from brokers and private clients including communication with brokers, private clients and CAREGivers
• · Assist with Scheduling team with the management of CAREGiver’s leave including communication with client/broker and updating CAREGiver availability via the RMS
• · Overall management, coordination and delivery of public holiday schedules
• · Monitored and coordinated the shared Scheduling email inbox for actions and coordinate the team workflow for the Scheduling Team
• · Provide guidance and support to CAREGivers to assist them in providing quality care. Escalate any concerns or grievances to the relevant office staff (People and Culture Team, Care Managers, Quality and Risk Manager, Franchise Owners etc)
• Monitor, mediate, manage and ensure a record is maintained of all interactions with clients/client families and CAREGivers and address any issues/concerns immediately
• Approval of services completed within the RMS
• ·Recognise and capture opportunities to maintain and increase service hours and/or increase quality care
• Ensure the Scheduling Team enter and maintain accurate and up to date CAREGiver and Client information in the RMS at all times – utilise and update checklist on a daily basis
• · Provide support and assistance to the Scheduling Department to maximize the integrity of the data in the RMS and utilize functionality to support the effective and efficient matching of CAREGivers and clients
• · Coordinate and manage the unassigned vacant shifts via the RMS; working with the Scheduling Department
• · Assist the support the Scheduling Department with coordinating and maintaining monthly client schedules in the RMS
• · Ensure that the Scheduling Department communicate with the Care Management Team regarding any changes to clients shifts/routine to Care Managers (and Finance Manager) in line with private or Home Care Package clients
• · Support and ensure that the Scheduling Department sends brokerage Home Safety Risk Assessment forms to CAREGivers for broker services, action these and any Hazard and incident/accident reports, enter them into the RMS and advising brokers/clients/CAREGivers of any risk and work towards a resolution. Escalate as required
• Document and action positive and negative feedback as required ensuring relevant processes are followed. Escalate any concerns to the relevant office staff (People and Culture Team, Care Managers, Quality and Risk Manager, Franchise Owners etc)
• Coordinate, manage and ensure the daily tasks by the Scheduling Department are actioned appropriately (After Hours reports, End of Day Report, Shift Reports, COVID questions, incident forms, PoP, Aged Care Standards etc)
• · Ensure Scheduling Department book “Introductions” for private clients with Key players/CAREGivers ensuring relevant processes are followed
• · Actively participate and drive our organisational goals and strategies such as continuous improvement, improvement forms, Plan on a Page
• · Provide regular performance management and day to day coaching/mentoring for the Client Care Coordinators
• · Provide regular performance management (annual reviews, feedback, disciplinary meetings) and day to day coaching/mentoring for the CAREGivers
• Monitor and record Client Care Coordinators performance in line with their responsibilities, KPIs and office policies and processes. Organise and conduct performance meetings and provide feedback to Client Care Coordinators as required
• Support and assist the Franchise Owners and Quality and Risk Manager with service innovation, performance monitoring and reporting, leadership and business strategy and planning as required
• Assist the Franchise Owners and Quality and Risk Manager with Audit and Quality Management for the Client Services Team as directed
• · Ensure after hours are covered at all times within the Client Care Coordinators department
• · Update on shift approval
• Secondary Responsibilities
• · Supporting People Experience Manager with Monthly newsletter
• · Supporting Recruitment with new staff Onboarding
• · Provide out of hours client/CAREGiver telephone support as required
• · Actively participate as a team member to support the achievement of our organisational goals and strategies
• · Always provide a high standard of customer service to all stakeholders
• · Actively commit to and perform work in accordance with our quality management system and standards whilst proactively identifying areas for continuous improvement
• · Be personally responsible for understanding and adhering to all Home Instead’s policies and procedures including taking reasonable care to ensure your actions and omissions do not impact the health and safety of others
• · Perform any and all other functions and responsibilities deemed necessary to ensure that quality care services are consistently provided to all clients
• · Participate and WHS/Workers Compensation Meetings and scheduling coordination as required
• · Attend and participate in CG Quarterly Meetings and social events
• Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.

• Scheduled and accompanied youth clients to outside appointments such as therapy sessions, medical appointments and social outings.
• Assisted families in developing and maintaining support network by identifying and utilizing community resources and services.
• Provided key emotional support to special needs youth.
• Applied clinical and behavioral knowledge to maintain safety during crisis moments.
• Completed necessary reports and documentation to maintain thorough, accurate case records.
• Determined needed and relevant interventions based on each client's cognitive abilities and current needs.
• Collaborated on program operations and relayed participant feedback for improvements.
• Oversaw day-to-day activities of residents at placement .

Scheduled and accompanied youth clients to outside appointments such as therapy sessions, medical appointments and social outings.

• Managed and led activities promoting growth in mental, emotional and educational areas.
• Collaborated on program operations with team leaders including offering feedback from participants and improvement recommendations.
• Encouraged youth clients to develop own activities and leadership skills through group discussions.
• Completed all necessary reports and documentation to maintain thorough, accurate case records.
• Work in partnership with key service providers to coordinate, deliver activities and support to engage vulnerable young people.
• Provide information, supported referral and advocacy for young people.
• Empower young people to make positive and informed life choices. Encourage and support young people in acknowledging barriers especially those with complex needs.
• Assist with Identification of service gaps and community trends, and contribute to development of service to meet changing needs of community.
• Contribute to monthly written report covering highlights and outcomes achieved by service.
• Participate in development and training as required.
• Follow all organizational policies and procedures
• De-escalated destructive and impulsive youth behaviour by assisting in finding positive alternate outlets.
• Aided with crisis intervention by redirecting negative behaviour and offering peer counselling.
• Completed clear and concise documentation of youth behaviour and actions.
• Challenged youth to accomplish motor development goals and inspire love of movement and healthy habits.
• Managed and led activities promoting growth in mental, emotional, and educational areas.

• Promoted physical, academic and social development by implementing diverse classroom and outside activities.
• Consulted with parents to build and maintain positive support networks and support continuing education strategies.
• Promoted sensory development by providing access to different textures.
• Provided individualized instruction and support to meet personal needs of each child.
• Maintained well-controlled classrooms by clearly outlining standards and reinforcing positive behaviors.
• Maintained safety and cleanliness by sterilizing toys and surfaces.
• Communicated with parents and other staff about student progress.
• Supervised students and enforced discipline during all Head Start activities.
• Identified signs of emotional and developmental problems in children and reported to parents.
• Addressed behavioral and learning issues with parents and daycare management.
• Enhanced sensory and perceptual-motor skills, language, cognition and memory development, by employing both traditional and modern educational strategies and techniques.
• Observed children to identify individuals in need of additional support and developed strategies to improve assistance.
• Maintained and fostered positive and constructive interactions with staff, families and children.
• Taught students basic academic, behavioral and social skills.
• Brought signs of potential emotional and developmental problems in children to caregiver's attention.
• Educated students in foundational concepts such as shapes, numbers and letters.
• Instructed students on interpersonal skills and basic emotional communication.
• Implemented developmentally and culturally appropriate curriculum for children, creating positive and safe classroom environments.
• Provided before and after school care, homework assistance.
• Maintained safety and security of each child under care.
• Helped students with mealtimes by portioning out foods, opening containers and bringing supplies.
• Developed and implemented engaging lesson plans to keep learner attention.
• Collaborated with adults and children to provide safe and educational experience.
• Built relationships and communicated with parents to provide best learning environment for children.
• Chose materials and developed lesson plans to enhance skills for individual students.
• Collaborated with administrators to develop school-wide initiatives to promote academic excellence

• Scheduled and accompanied youth clients to outside appointments such as therapy sessions, medical appointments and social outings.
• Managed and led activities promoting rowth in mental, emotional and educational areas.
• Worked with clients to improve life choices and maximize benefits of programs.
• Collaborated on program operations with team leaders including offering feedback from participants and improvement recommendations.
• Encouraged youth clients to develop own activities and leadership skills through group discussions.
• Completed all necessary reports and documentation to maintain thorough, accurate case records.
• Work in partnership with key service providers to coordinate, deliver activities and support to engage vulnerable young people.
• Provide information, supported referral and advocacy for young people.
• Empower young people to make positive and informed life choices. Encourage and support young people in acknowledging barriers especially those with complex needs.
• Assist with the identification of service gaps and community trends, and contribute to the development of the service to meet the changing needs of the community.
• Contribute to a monthly written report covering highlights and outcomes achieved by the service.
• Participate in development and training as required.
• Follow all organizational policies and procedures
• De-escalated destructive and impulsive youth behavior by assisting in finding positive alternate outlets.
• Aided with crisis intervention by redirecting negative behaviors and offering peer counseling.
• Completed clear and concise documentation of youth behavior and actions.

• Collected Data for the covid cases that were currently at the university.
• Assisted management with strategies on how best to support the students and bring awareness about the disease.
• Referred students to various support systems that could assist them when in need .
• Provide relevant information that could assist students who did not understand much about the disease.
Wei>we were the first point of contact within the university and referring cases to relevant departments.
• Provide support with social distancing around campus.
• Exceeded goals through effective task prioritization and great work ethic.
• Manage entry points into high traffic areas.
• · Raise student awareness about sanitation locations and products around campus. ·
• Convey key messages to help students understand University's response to COVID-19 and NSW health recommendations ·
• Help the University monitor stock levels of supply at the sanitation stations.
• Report back to the University any COVID related issues raised.
• Collected data as required
• Used Microsoft Word and other software tools to create documents and other communications.

• Helped Youth workers build, coordinate and lead programs supporting individuals with action, planning and decision making.
• Worked with 10-15 customers to understand needs and provide youth care at meetings.
• Maintained excellent attendance record, consistently arriving to work on time.
• Managed and led activities promoting growth in mental, emotional and educational areas.