Hope Roberts
Birkenhead
Overview
13
13
years of professional experience
Work History
Senior Case Manager
Ministry of Social Development
10.2020 - Current
- Manage complex, high-needs caseloads to support clients in achieving long-term social and economic outcomes.
- Provide Financial Assistance
- Conduct needs assessments and collaboratively develop personalised action plans.
- Lead casework involving mental health, family violence, unemployment, and housing insecurity.
- Partner with NGO iwi and government agencies to coordinate wraparound support services.
- Provide mentoring and operational support to junior case managers.
- Maintain case notes and data in accordance with privacy legislation and MSD standards.
Executive Assistant to National Director
Institute of Professional Legal Studies (IPLS)
02.2019 - 10.2020
- Provided high-level executive support including calendar, travel, and diary management.
- Liaised with instructors, law firms, and premises for course coordination.
- Supported compliance reporting (NZQA, TEC, NZCLE) and HR documentation distribution.
- Organised staff and instructor conferences, weekly meetings, and alumni communications.
- Managed TUA health and safety processes and trainee requests.
- Updated course materials, policy documents, and office systems to improve efficiency.
Legal Secretary
Auckland Public Defence Service / Ministry of Justice
11.2018 - 02.2019
- Set up and maintained legal files and documentation.
- Managed client disclosures and assisted legal secretaries.
- Performed reception duties and client-facing communication.
- Handled document collation, filing, and internal correspondence.
Legal Administrator
MinterEllisonRuddWatts
08.2017 - 11.2018
- Coordinated office logistics including workspace allocations and secretarial planning.
- Coordination of daily secretarial Assignments and
- Organised secretarial meetings, travel bookings, and health & safety documentation.
- Processed invoices, expense claims, and internal coding.
- Managed internal systems, templates, and document uploads.
- Supported internal communication and Koru membership administration.
Front Office Duty Manager
Albany Rosedale Motel
01.2016 - 08.2017
- Oversaw daily operations, budgeting, guest services, and reservations.
- Managed online booking systems, website updates, and inventory allocation.
- Trained new front office staff.
- Ensured compliance with health and safety regulations and confidentiality policies.
- Coordinated conference room bookings and front office procedures.
Guest Service Agent/FOH Assistant
Oaks Goldsbrough Hotel
10.2012 - 09.2014
- Assisted front office staff and maintained presentation standards.
- Handled guest check-ins/outs, complaints, and escalated issues as needed.
- Prepared management reports and supported training initiatives.
- Acted as Duty Manager in absence of Front Office Manager.
Education
Carmel College
Auckland, NZSkills
- Competent with Microsoft Office Suite (Word, Excel, Outlook, Teams Google Applications and OneNote)
- Legal Court Management Systems
- MSD’s internal systems (eg, CMS, SWIFTT)
- Managing and updating secretarial page and calendar updates on databases/ Coordinating Video and Audio Conference calls via ZOOM
- Hotel-EFTPOS/ Point of Sale, PMS, OPERA, Fidelio, Calista systems
- Filing of Documents/records Typing at 100 wpm Telephone Answering
Administration - TECHNICAL SKILLBASE
- Photocopier /Printer /Facsimile/Manual Binding equipment/ Computer/Laminator/Phones
- Ability to handle complex, high-risk, or sensitive cases with a holistic, client-centered approach
- Proven experience in leading teams, strategic and operational management
- Experienced with deep cultural understanding and a commitment to Pacific aspirations for self-determination
- Strategic and operational management capability
Office Equipment used: -
General Work Skills - CORE STRENGTHS
Languages
English
Native or Bilingual
Tonga
Native or Bilingual
Maori
Limited Working
Interests
Club Netball player
Coaching
Gym/ Pilates
Travelling
Learning Languages
Reading History
Timeline
Senior Case Manager
Ministry of Social Development
10.2020 - Current
Executive Assistant to National Director
Institute of Professional Legal Studies (IPLS)
02.2019 - 10.2020
Legal Secretary
Auckland Public Defence Service / Ministry of Justice
11.2018 - 02.2019
Legal Administrator
MinterEllisonRuddWatts
08.2017 - 11.2018
Front Office Duty Manager
Albany Rosedale Motel
01.2016 - 08.2017
Guest Service Agent/FOH Assistant
Oaks Goldsbrough Hotel
10.2012 - 09.2014
Carmel College
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