Zoilathalia Fernandez

I am currently working in the Housing Accommodation Support Initiative program (HASI). I transitioned from Wellways HASI to Neami HASI program. My day to day

of supporting participants includes;

• Working with individuals in the Liverpool community from the age of 16 to 65 with complex needs with trauma, AOD and mental health.
• Delivered crisis intervention support and de-escalation for clients experiencing mental health, emotional and behavioral symptoms.
• Completed client intake and admission paperwork and oriented new individuals to program.
• Kept case files updated, accurate and aligned with requirements.
• Managed skill-building, teaching and coaching to meet individual goals and treatment plan specifications.
• Coordinated and managed group activities for client's in the community.
• Supported clients through development of new life skills, obtaining resources and transitioning back to society.

• Helped clients navigate social services system and access needed resources.
• Coordinated with different service providers to meet clients' individual needs.

• Manage, empower, and assist participants to access every-day living skills as well as court access, integration in/out of incarceration, access financial, food and tangible donations, housing and transport to medication. Participating in social, leisure or sporting activities.
• Providing complex/interventions, Psychosocial, Transport, Medication support, Daily Living Skills, Planning Current and Future Support and more. As well as managing goal and long-term action planning with individual participants. Building relationships with family, friends and the local communities.
• Accessing other supports like alcohol and other drugs services and the National Disability Insurance Scheme (NDIS). Manage case load given by community mental health and coordinate with allocated care coordinator.
• Empowerment to allow feedback to our services.
• Support into education enrolment and employment.
• Help with finding and keeping housing including private or social/community housing.
• Returning to the community from a hospital or incarceration.
• Providing safety plans as well as suicide prevention plans, Risk Assessments, Outreach Safety Assessments.
• Coordination with Police and Campbelltown Hospital, MATT and COHMET.
• Consistent meetings to assure all participant’s and staff are kept up to date with any changes, needs within any participants homes and circumstances to assure supports will be provided correctly and appropriately, this also assures all staff, participants and families remain safe.
• Keeping up to date with CALD and LGBTQIA+, and those with lived experience information for both staff and participants and remaining within these standards.
• Connecting participants with services outbound to assure they can be exited from Wellways and supported with long term solutions.
• Documented all participants information in an accurate and timely manner. e.g. Case notes, incident reports, referrals and relevant documents.

I am responsible for the successful placement and transition of job seekers into sustainable employment and/or education. My other responsibilities included;

• Reporting to my senior job coaches, individually tailoring services to clients and ensuring all activity is appropriately recorded and documented. Adhering to compliance and contractual requirements, as well as contributing to the sites overall star ratings performance.
• Meeting monthly KPI's consistently and achieving these throughout the lockdown period as well.
• Creating an environment where all clients felt confident relying on me. I made sure this was put into place through following the Privacy Act 1988 for their confidentiality.
• Managing a caseload of 50+ clients as well as equally coaching and guiding them towards support networks in their best interest.
• Encouraging and motivating clients through appropriate activities to find their own employment.
• Placing clients into suitable employment / education leading to outcomes.
• Ensuring all activity is appropriately recorded, documented and adheres to compliance and / or contractual requirements.
• Supporting clients through interview processes and assisting them transport.

During my time at Dan Murphy's Campbelltown I was given the role of Customer Service Assistant and Care and Safety Team Member. My responsibilities included;

• Following the opening and closing of store procedures.
• Managing, supervising and holding to account up to 15 team members on shift.
• Identifying store needs and delegating tasks.
• Participating in continuous improvement by generating suggestions and engaging in problem-solving activities to support teamwork.
• Performing duties in accordance with all applicable standards, policies and regulatory guidelines to promote safe working environment and uphold Responsible Service of Alcohol laws.
• Leading by example and driving exceptional customer experiences by ensuring the service is friendly, prompt and efficient.
• Responding to customer concerns by providing friendly, knowledgeable support and maintaining composure and professionalism.
• Managing and resolving Responsible Service of Alcohol disputes and theft through de-escalating skills an techniques.
• De-briefing and coaching my team through challenging situations and Responsible Service of Alcohol incidents.
• Counting the safe, handling cash and solving discrepancies.
• Facilitate Care and Safety Meetings as a Care and Safety Team Member.
• Report and Investigate Safety Incidents and Hazards.
• Onboard, train and coach new team members into the business.
• Checking identification for proof-of-age and refusing alcohol sales to underage customers.

Achievements:

• Selected as a Care and Safety Team Member.
• Promoted to Warehouse Supervisor.