Ivy Te Nana
Kaikohe
Summary
I am a dedicated and compassionate professional with a genuine passion for connecting with people. With nearly four decades of experience as a devoted wife and nuturing mother and grandmother to my tamariki and mokopuna, I bring a wealth of empathy, understanding, and kindness to every interaction
My strong work ethic is evident in everything I do, whether working independently or collaboratively within a team. I thrive in both supervised and unsupervised settings, consistently delivering exceptional results.
With excellent communication skills honed through years of engaging with diverse groups, I excel at building rapport and fostering meaningful connections. Additionally, my previous roles have equipped me with proficient reporting skills, allowing me to convey information effectively and contribute valuable insights to decision-making processes.
I take great joy in engaging with various groups, including whanau, individuals, communities, and fellow professionals and services. Whether its lending a listening ear, offering support, or actively contributing to meanful projects, I am committed to making a positive difference wherever I go
Overview
39
39
years of professional experience
Work History
AOD Clinician
Te Whatu Ora Health NZ
09.2018 - Current
- Implemented crisis intervention strategies when needed, ensuring immediate safety measures were in place for at-risk patients.
- Delivered high-quality patient care by conducting thorough assessments, developing treatment plans, and providing ongoing therapeutic support.
- Developed tailored treatment plans to address the unique needs of each patient and promote optimal recovery.
- Advocated for patients within the healthcare system to ensure access to appropriate resources and services when needed.
- Participated in case reviews with multidisciplinary teams to discuss complex cases and develop collaborative solutions for individualized care plans.
- Conducted group therapy sessions to facilitate skill development, coping strategies, and emotional processing among participants.
- Improved patient outcomes by implementing evidence-based clinical practices and interventions.
- Maintained up-to-date knowledge on industry best practices, attending conferences and participating in continuing education opportunities.
- Increased patient satisfaction scores through empathetic listening, clear communication, and timely resolution of concerns.
- Enhanced interdisciplinary collaboration for better patient care through effective communication and teamwork.
- Served as a mentor to new clinicians, providing guidance on techniques, documentation standards, and ethical considerations in practice.
- Optimized clinic workflow by streamlining processes, improving efficiency, and reducing wait times for patients.
- Teamed with other physicians, specialists, and health care providers to provide well-rounded care for complex cases.
Peer Support Worker
Ngati Hine Health Trust
03.2011 - 07.2018
- Participated in ongoing training opportunities to stay current on best practices
- Improved client well-being by sharing personal experiences, coping strategies, and resources in a relatable manner.
- Built trusting relationships with family members of clients, offering guidance on how to best support their loved ones during the recovery process.
- Adhering to ethical guidelines, maintaining professional boundaries, and continuously seeking opportunities for personal growth.
- Maintained accurate records of client interactions, ensuring confidentiality and adherence to agency policies.
- Effective communication skills
- Assisted clients in setting realistic goals for recovery and provided guidance on steps towards achieving them.
- Collaborated with multidisciplinary teams to develop comprehensive care plans tailored to clients'' needs.
- Enhanced group dynamics by facilitating peer support meetings, fostering a safe and supportive environment.
- Facilitated community integration for clients by connecting them with local resources relevant to their interests and needs.
- Developed strong rapport with clients by maintaining open communication channels and demonstrating genuine empathy.
- Encouraged client self-discovery through guided reflection exercises aimed at identifying strengths, values, and areas for growth.
- Served as a liaison between clients and healthcare professionals, ensuring that client needs were effectively communicated and addressed.
- Built relationships with others based upon trust and honesty by using active listening and dynamic communication skills.
- Participated in clinical staffing meetings and coordinated with clinical staff to develop and implement individualized treatment plans.
- Observed strict regulations and procedures regarding each individual to maintain confidentiality of personal and health information.
- Demonstrated extensive knowledge of recovery and wellness principles
- Assisted individuals in identifying and re-engaging with family, friends and other natural supports to build support system..
- Fostered relationships with partner agencies and other interested parties to build pipeline of supportive services.
- Transported individuals to medical appointments and support meetings whenever needed.
- Facilitated group sessions to support and encourage client growth.
- Assisted with goal-oriented psychoeducational and activity therapy groups to improve clients' level of functioning.
- Listened to clients' concerns and provided encouragement and support.
- Displayed sensitivity to cultural and linguistic needs of clients and families served.
- Developed treatment plans to help clients build self-confidence and resilience.
- Supervised meetings with family members to help create support system for clients.
Customer Services Manager
The Warehouse Whangarei
02.2007 - 10.2010
- Mentored junior staff members on best practices in customer service management, fostering professional development within the team.
- Developed key performance indicators for the customer service department, driving continuous improvement initiatives.
- Oversaw conflict resolution efforts, ensuring satisfactory outcomes for both customers and the business.
- Managed a diverse team of customer service representatives, check out operators, cash office, fostering a positive work environment for increased productivity.
- Coordinated regular team meetings to discuss performance metrics, share insights, and provide ongoing support for success in their roles.
- Enhanced customer satisfaction by implementing streamlined processes and timely issue resolution.
- Increased team efficiency through effective staff training and performance monitoring.
- Analyzed customer feedback data, identifying areas for improvement in policies or procedures.
- Balanced competing priorities effectively, ensuring all tasks were completed efficiently while maintaining a keen focus on quality control.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Followed through with client requests to resolve problems.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Defined clear targets and objectives and communicated to other team members.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Weekly reporting to Store manager
Contracts Services Manager for Support Services
Northland District Health Board (Tempo DNC)
10.1985 - 08.2003
- Developed strong relationships with key clients, ensuring long-term partnerships and repeat business opportunities.
- Introduced process improvements that led to faster resolution times for customer issues without sacrificing quality or attention to detail.
- Acted as a liaison between clients and internal teams during project execution phases guaranteeing clear communication lines were open throughout entire project lifecycles.
- Implemented best practices in workflow management to ensure timely completion of tasks without compromising quality or client satisfaction levels.
- Reduced employee turnover by creating a positive work environment with clear communication channels, regular feedback sessions, and opportunities for professional development.
- Initiatives aimed at reducing costs while maintaining high service standards across all functional areas of responsibility.
- Established performance benchmarks for the team, motivating employees to exceed expectations consistently.
- Improved customer satisfaction by implementing efficient service management strategies and streamlining processes.
- Implemented training programs to enhance staff skills, leading to improved service quality and higher customer retention rates.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Hired, trained and supervised team of service staff members to meet business goals.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Resolved customer complaints in professional and timely manner.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Monitored inventory levels and placed orders to replenish stock.
- Implemented strategies to increase customer service satisfaction ratings.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
Education
Advanced Diploma - Level 6 CEP
Anamata
Rotorua, NZ12.2012
Level 4 Cert - Mental Health & Addictions
NorthTec
Whangarei, NZ08.2010
Skills
- Clinical Documentation
- Clinical assessment
- Multidisciplinary Approach
- Therapeutic Techniques
- Documentation And Reporting
- Clinical education
- Patient Relations
- Therapeutic Interventions
- Patient Counseling
- Documentation skills
- Patient Advocacy
- Progress Monitoring
- Relationship Building
Love playing or watching various sports
Coached
My love for Netball
Love the game of netball
Coached at Centre, Regional and recently National level
Continue to contribute to local netball centres in Whangarei, and Kaikohe
Continue to coach at grass level roots - Primary, Intermediate, College and Club
Chair Trustee of Largest Netball Club in Northland
Timeline
AOD Clinician
Te Whatu Ora Health NZ
09.2018 - Current
Peer Support Worker
Ngati Hine Health Trust
03.2011 - 07.2018
Customer Services Manager
The Warehouse Whangarei
02.2007 - 10.2010
Contracts Services Manager for Support Services
Northland District Health Board (Tempo DNC)
10.1985 - 08.2003
Advanced Diploma - Level 6 CEP
Anamata
Level 4 Cert - Mental Health & Addictions
NorthTec
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