- Team Sports
- Martial Arts
- Animal Care
- High-Intensity Interval Training
- Homelessness Outreach
- Personal Development and Self-Improvement
- Volunteering
Toni Uili
Lower Hutt,WGN
Summary
Dynamic Senior Housing Support Manager, skilled in advocacy and crisis intervention. Successfuly fostered trust-based relationships, enhancing customer support and community integration. Expert in case management and collaborative problem-solving, ensuring compliance with safety standards and tenancy agreements while mentoring peers to elevate service quality. My role sees me engage with the Residential Tenancies agreement and I am able to have powerful conversations with tenants about their responsibilities under the Act.
Overview
12
12
years of professional experience
Work History
Senior Housing Support Manager
Kainga Ora - Homes and Communities
03.2018 - Current
- Maintaining customers dignity and rights, identifying and responding to their housing needs through positive, trust-based relationships.
- Refer or connect them to support services, or advocate on their behalf.
- Work with whanau to find the most appropriate solutions and support to achieve positive outcomes as their situation changes, using a strength-based approach.
- Support customers to meet their tenancy commitments, including neighbourliness, upkeep of the home, and rent payment planning.
- Assist customers and whanau in settling into their home and community.
- Collaborate with maintenance to proactively manage maintenance requests.
- Empower customers with care plans by using strength-based communication and empathy skills.
- Using strong networking skills, establish collaborative relationships with the whanau, local agencies, and service providers to meet their needs.
- Provide peer-support to other senior housing support managers and ensure a consistently high-quality practice across the region. Ensure alignment with national guidelines.
- Mentor, support, and assist housing support managers. Collaborate to achieve team goals.
- Working collaboratively with regional teams to align and prioritise whanau housing needs.
- Ensure Kāinga ora meets its RTA tenancy management obligations.
- Maintain customer records in accordance with Kāinga ora guidelines and standards, consistent and timely.
- Respect other relevant legislation, regulations, policies, codes of ethics/practice, and training.
- Provide feedback on current practices, services, and procedures to the team leader and advisor well-being support.
- Engage in continuous learning through skills development, training, peer review, customer feedback, and leadership feedback.
- The key internal and external relationships include: customers, housing first providers, emergency and transitional housing providers, primary care providers, local iwi, Maori and Pasifika providers, local MSD, Police, local Oranga Tamariki, and other third parties.
Customer Support Advisor
Kainga Ora - Homes and Communities
05.2016 - 03.2018
- Handled escalated cases skillfully by collaborating with other departments and utilizing available resources to reach agreeable resolutions.
- Demonstrated adaptability by quickly learning new software tools and technologies, allowing for seamless transitions between various support systems.
- Promoted a positive work environment by actively contributing ideas during team meetings aimed at enhancing overall productivity.
- Developed comprehensive product knowledge, leading to improved support quality and faster resolution times.
- Managed high call volume while maintaining a professional demeanor and ensuring first-call resolution.
- Provided personalized support experiences by actively listening to customers'' needs and offering tailored solutions.
- Enhanced team performance with regular coaching and feedback sessions.
- Served as a subject matter expert, mentoring junior team members and assisting them in handling complex cases.
- Collaborated with cross-functional teams to address recurring customer concerns, resulting in process improvements.
- Improved customer satisfaction by resolving complex issues and providing exceptional service.
- Maintained detailed records of customer interactions, allowing for better tracking of trends and improvements in service delivery.
- Participated in regular training sessions to stay up-to-date on industry developments and emerging trends related to support practices.
- Reduced escalations by proactively addressing customers'' needs and providing thorough solutions.
- Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
- Contributed ideas and practical solutions to support process improvement efforts.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
Support Worker
Healthcare Rehabilitation NZ
02.2014 - 10.2014
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Helped clients manage and reach individual goals, supporting independent progression and social skills.
- Enhanced the quality of care for clients by providing personalized support and assistance with daily living activities.
- Transported clients to appointments, shopping venues and entertainment events according to determined schedule.
- Managing and administering medication
- Supporting communication needs
- Encouraging social interaction and community engagement
- Assisting with budgeting and financial management
- Supporting participation in therapy programs (e.g., physiotherapy, occupational therapy)
- Offering emotional and mental health support
- Advocating for individual needs and rights.
Education
Bachelor of Arts - Social Services
Otago Polytechnic
Wellington05-2026
Certificate in Performing Arts - Performing Arts
Whitireia Polytechnic
Porirua, NZ11-2002
Skills
- Social Housing expertise
- Social Services background
- Teamwork and collaboration
- Problem-solving
- Technical support
- Full drivers licence
- Ability to identify and communicate risks in complex site inspections, and ensure safety standards, tenancy agreements, and maintenance are met
- Excellent communication skills (verbal and written)
- Ability to make decisions, resolve conflicts, and come up with solutions
- Ability to work collaboratively and quickly
- Understanding of the principles of the Waitangi Treaty
Accomplishments
- Supervised team of 50 staff members.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Managed a caseload of between 125 and 250 individuals and families.
Interests
Charitiy work
Competed and won three Boxing events to fundraise for Mental Health Services.
Timeline
Senior Housing Support Manager
Kainga Ora - Homes and Communities
03.2018 - Current
Customer Support Advisor
Kainga Ora - Homes and Communities
05.2016 - 03.2018
Support Worker
Healthcare Rehabilitation NZ
02.2014 - 10.2014
Bachelor of Arts - Social Services
Otago Polytechnic
Certificate in Performing Arts - Performing Arts
Whitireia Polytechnic
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