SRITALA NA NAGARA
Settlement Case Worker
Surfer Paradise
Summary
A passionate and dedicated HSP Point of Contact and MCCGC Settlement Case Worker with proven experience in case management and stakeholder negotiation. With the ability to build strong rapport with families, community agencies and government departments I aim to deliver culturally appropriate, practical prevention and early intervention support services. I hold a demonstrated ability to identify needs and implement solutions while working collaboratively in a multidisciplinary team. As a current 'Point of Contact' for the HSP program, my role requires me to consult with other case workers, innovate, collaborate with our internal and external stakeholders By leveraging my knowledge of relevant legislation and policies, I ensure case records align with organizational case management requirements. I wish to apply for the Settlement Team Leader role to enhance my work in strengthening skills and knowledge for social and economic well-being of newly arrived refugees and humanitarian and assist them in meeting their complex needs. As the current 'Point of Contact' for the HSP program I am able to support, lead, motivate to ensure the team meets contractual performance indicators across service delivery area and team activities comply with MCCGC and program specific contractual audit and service standard requirements.
Overview
18
18
years of professional experience
Work History
Settlment Case Worker
Multicultural Communities Council Gold Coast
10.2023 - Current
- Conducted Initial Need Assessment and developed a holistic and client centred case plan with the involvement of the clients and consistency with identified needs
- Implemented case management plan and continuously monitor, review and update the plan as required
- Case management activities including service coordination, advocacy, case conferences and liaison with other support services and agencies and ongoing support of clients and families with highly complex needs
- Supported clients through individual crisis management principle, information provision and referral to specific support services
- Guided and culturally collaborated with Language Support Worker in delivering cultural support services
- Student placement supervision
- Represent MCCGC in operation meeting and sub-contract meeting
- Point of contact in working collaboratively with English as additional language and Dialect (EAL/D) Senior Education Officer from Department of Education.
Child Safety Support Officer
Dept. of Child Safety, Seniors and Disability Services
08.2022 - 10.2023
- Strengthened parenting capacity including advocacy and consultation with Child Safety Officers and support networks
- Delivered child safety services by supervising access visits between children and their families
- Supported children and their families to strengthen the outcomes of family intervention and engagement
- Provided well-planned services to vulnerable children and families, and prepared accurate case notes on all interactions
- Worked effectively within a multidisciplinary team and communicated extensively with relevant stakeholders
- Escorted children and/or families to appointments and services as needed.
Student Child Safety Officer
Dept. of Children, Youth Justice and Multicultural Affairs
03.2022 - 05.2022
- Supported the provision of statutory child protection service to children, young people and their families
- Applied relevant legislation, delegations, policies and quality standards aligned with the practice manual
- Collaborated with foster and kinship carers, the community, government and non-government service providers
- Ensure all data entered into ICMS was accurate and up to date regarding contact details and home visit information
- Participated in the decisions made by the Department of Child Safety regarding Aboriginal and Torres Strait Islander children and young people throughout the child protection process
- Consulted Cultural Practice Advisor regarding Indigenous culture, and sought advice in making the right decisions.
Customer Service Agent
Thai Airways International – Brisbane International Airport
03.2018 - 09.2020
- Supervised flight check-in and all relevant paperwork, solving any problems in the process as they arose
- Organised catering and special meals, seat allocation, FQTV passenger prioritisation and special assistance coordination
- Coordinated with the reservations team if bookings arrive unticketed, and ensured passengers hold valid documentation
- Reconciled daily sales reports of excess baggage and airport upgrades
- Maintained a commitment to the highest ethical, professional and service standards to deliver optimal outcomes
- Built and sustained honest and respectful relationships in order to collaborate effectively with stakeholders
- Delivered a customer centred approach, and engaged with my team to build overall capability.
Reservations and Ticketing Officer
Solomon Airlines Ltd – Brisbane International Airport
07.2015 - 03.2018
- Drafted and compiled daily sales reports for the accounting department with efficiency and accuracy
- Smoothly handled flight disruptions by utilising conflict resolution, critical thinking and sound decision making
- Completed travel reservations for clients via phone and email, and addressed any incoming queries
- Collected excess baggage charges, and organised passenger refunds or credits when required.
Ticket Office Consultant
Garuda Indonesia – Brisbane International Airport
10.2014 - 05.2015
- Completed bookings, issued tickets, processed any required ticket refunds and completed invoice reconciliations
- Assisted travel agents with booking dates and fare queries, and addressed customer questions directly
- Compiled and summarised reports on daily sales for the finance department
- Demonstrated accountability for the execution of results through professionalism, persistence and transparency.
Ticketing Agent
Lufthansa Services Thailand Ltd – Suvarnabhumi International Airport
06.2011 - 04.2014
- Provided group quotations, invoices and tickets to agents or group leaders in line with group fare conditions
- Organised alternate travel or accommodation arrangements when flights were delayed or cancelled
- Assisted students with advice on special discount ticket offers, and processed staff ticketing
- Processed frequent flyer program redemption upgrades and provided points advice to customers.
Passenger Services Supervisor
Worldwide Flight Services – Suvarnabhumi Airport
08.2006 - 02.2010
- Monitored baggage delivery performance against agreed standards, ensuring passengers were informed of delays
- Assisted the Manager in fulfilling responsibilities necessary to achieve departmental and system baggage goals
- Handled rushed bags from flights, ensuring owners in Bangkok were advised of delivery arrangements and coordinating transport to deliver on a cost-effective basis.
Education
Bachelor of Human Services -
University of the Sunshine Coast
Bachelor of Arts (Education - English) - undefined
Prince of Songkla University
Skills
Leadership and team management
Strategic thinking and planning
Budget management
Staff management
Decision making skill
Technical proficiency
Organisational skill
Adaptability
Case management and investigation
Communication and interpersonal skills
Values diversity and inclusivity
Problem solving and critical thinking
Culturally competent and resourceful
Insightful decision-making
Drives accountability and outcomes
Builds enduring, sustainable relationships
Stimulates ideas and innovation
Demonstrates sound governance
Accurate and detailed reporting
Service delivery compliance
Trauma informed, child centred framework
Proficient in MS Office Suite and ICMS
Conflict resolution and mediation
Contact Information
- 0410 761 669, sritalann@gmail.com
Personal Information
- SRITALA NA NAGARA, Chermside, QLD
- SRITALA NA NAGARA, Burpengary, QLD
References
- Laura Bernal, Team Leader Wellbeing and Connection, Multicultural Communities Council Gold Coast, 0438 866 413, laurab@mccgc.org.au
- Manjusha Gupta, Former Team Leader Settlement, Multicultural Communities Council Gold Coast, 0433 821 911, manjusha1101@gmail.com
Timeline
Settlment Case Worker
Multicultural Communities Council Gold Coast
10.2023 - Current
Child Safety Support Officer
Dept. of Child Safety, Seniors and Disability Services
08.2022 - 10.2023
Student Child Safety Officer
Dept. of Children, Youth Justice and Multicultural Affairs
03.2022 - 05.2022
Customer Service Agent
Thai Airways International – Brisbane International Airport
03.2018 - 09.2020
Reservations and Ticketing Officer
Solomon Airlines Ltd – Brisbane International Airport
07.2015 - 03.2018
Ticket Office Consultant
Garuda Indonesia – Brisbane International Airport
10.2014 - 05.2015
Ticketing Agent
Lufthansa Services Thailand Ltd – Suvarnabhumi International Airport
06.2011 - 04.2014
Passenger Services Supervisor
Worldwide Flight Services – Suvarnabhumi Airport
08.2006 - 02.2010
Bachelor of Human Services -
University of the Sunshine Coast
Bachelor of Arts (Education - English) - undefined
Prince of Songkla University
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