Alison Ridgway
Whangarei,Riverside
Summary
Poised Integrated Services Case Manager with experience in service coordination and support. Expert at conducting assessments, developing individualised client goal plans, and coordinating referrals. Upbeat and encouraging with attention on modelling and coaching appropriate behaviour and practices.
Overview
17
17
years of professional experience
Work History
Housing Intensive Support Case Manager
MINISTRY OF SOCIAL DEVELOPMENT – WORK & INCOME
01.2019 - Current
- Supported clients into Emergency Housing and Transitional Housing by:
- Referring clients to appropriate team members, community agencies and organizations to meet housing needs.
- Streamlined service coordination efforts through diligent maintenance of client files and efficient use of case management software tools.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their needs.
- Achieved positive client outcomes by developing and implementing comprehensive case management plans.
- Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide useful benefits to clients.
- Contributed to team discussions and case conferences actively, sharing insights and expertise with colleagues to optimize client support strategies.
General and Work Focused Case Manager
MINISTRY OF SOCIAL DEVELOPMENT – WORK & INCOME
01.2015 - 01.2019
- General Case Management and Work Focus Case Management
- Ensuring clients received there full and correct financial entitlments
- Managed a caseload of diverse clients, successfully addressing their unique needs while maintaining high standards of service delivery.
- Utilized a strengths-based approach when advising clients on career options allowing them to capitalize on their unique skill sets in the job market.
- Offered ongoing support to clients throughout their job search journey, addressing concerns and challenges as they arose.
- Promoted a positive work environment by collaborating effectively with colleagues, sharing knowledge, and offering assistance when needed.
- Matched clients to open positions based on skills and work requirements.
- Updated client records to reflect personal information, qualifications and career aspirations.
- Managed relationships with internal and external recruitment agencies to source high-quality candidates efficiently.
Customer Service/Dispatch/Admin Assistant
TRANSPACIFIC WASTE MANAGEMENT
05.2013 - 05.2015
- Answered incoming phone calls to process requests, transfer calls, or relay messages to appropriate personnel.
- Directed dispatching, routing, and tracking of 20 fleet vehicles.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
- Processed invoices and payments for dispatched orders to provide proof of transaction.
- Contributed to a positive work environment with strong interpersonal skills and proactive teamwork attitude.
- Created and maintained databases to track and record customer data.
- Processed customer orders accurately and within agreed timeframes to meet service standards.
Customer Service Specialist
INLAND REVENUE DEPARTMENT
04.2007 - 12.2012
- Managed client income and childsupport debt by negotiating settlements and restructuring payment plans.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Updated knowledge about new products, procedures and organizational changes to respond to client requests.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Maintained strict confidentiality regarding applicant information in accordance with Inland Revenue policies and legal requirements.
- Assessed client tax situations to determine best filing options.
- Maintained complete records of client tax returns and supporting documentation in secured areas.
Education
Case Managment - Level 5
Ministry of Social Development
Ingnite Colleges11.2022
Skills
- Client Relationship Building
- Emotional awareness
- Strength-based approached
- Problem-Solving
- Case Management
- Organization and Multitasking
Tertiaryqualification
- NZQA - Public Sector Services - Client/Customer Services level 4, 2018
- Te Wananga O Aotearoa - NZQA Certificate Computer Level 2 and Level 3, 2014, computer hardware and software, email and local area networks, word processing and schematic diagrams (using Microsoft Word 2010), spreadsheets (using Microsoft Excel 2010), databases (using Microsoft Access 2010), Adobe CS5 - InDesign, Photoshop and Dreamweaver, desktop presentations (using Microsoft PowerPoint 2010), contemporary information technologies, computer systems and networks, use of computer technology in an organisation
- Northland Polytechnic - National Certificate in Social Services, 1999
- Regent Training - Unit Standards in Business Administration Services and Generic Computing, 1997, True
Otherpositions
I have held other positions in Retail, Administration and Reception and can provide details on request.
Professional Development
- 2007-2012, Inland Revenue Department - Manukau Call Centre and Whangarei Office, ASPIRE: Tax Act 2007, Child Support Act 2009, Official Information Act 1982, Privacy Act 1993, Call Center phones: Communication techniques, Efficient call handling, General: Safety procedures interviewing customers
- 2001-2004, Ngati Hine Trust - Whanau Whanui (Family Start) Whangarei & Kirikiriroa, Strength Base Model of Practice, Safe Practice, Identifying child abuse, effect of Domestic Violence, Effective Communication, Time Management, Case Load Management, Dynamics of Whanaungatanga, Supervision Participation, Family Dynamics, Family Start Data Base Program, Born to Learn Program, Health and Safety in Employment Act 1992
- 2000, Child, Youth & Family, Child, Youth & Family Induction Training which consisted of:, Investigating notifications, Identifying Child Abuse, Child Focused Interviewing, Assessing and Monitoring FGC Plans, SWISS database and Statutory Social Work (overview of the CYF Act 1989)
- 2000, Ngapuhi Iwi Social Services, Strengthening Families Introduction & Facilitation, Introduction to the SAFE Program and Getting Alternative Information Now (GAIN) facilitation Program
Timeline
Housing Intensive Support Case Manager
MINISTRY OF SOCIAL DEVELOPMENT – WORK & INCOME
01.2019 - Current
General and Work Focused Case Manager
MINISTRY OF SOCIAL DEVELOPMENT – WORK & INCOME
01.2015 - 01.2019
Customer Service/Dispatch/Admin Assistant
TRANSPACIFIC WASTE MANAGEMENT
05.2013 - 05.2015
Customer Service Specialist
INLAND REVENUE DEPARTMENT
04.2007 - 12.2012
Case Managment - Level 5
Ministry of Social Development
Similar Profiles
Ngametua MatengaNgametua Matenga
Customer Service Representative at Ministry of Social Development - Work and IncomeCustomer Service Representative at Ministry of Social Development - Work and Income
Cassia WaiarikiCassia Waiariki
Integrated Services Case Manager - PTMT at Ministry Of Social Development - Work And Income NZIntegrated Services Case Manager - PTMT at Ministry Of Social Development - Work And Income NZ
Che HoupapaChe Houpapa
2IC, Manager Client Service Operations (Acting) at Ministry Of Social Development - Work And Income NZ2IC, Manager Client Service Operations (Acting) at Ministry Of Social Development - Work And Income NZ
Delwyn MohiDelwyn Mohi
Multi Site Store Manager at Tank JuiceMulti Site Store Manager at Tank Juice
Rahiri SmithRahiri Smith
Roofing Supervisor at Reliance Roofing CladRoofing Supervisor at Reliance Roofing Clad