Abok Manyang Kolang
Public Service
Melbourne
Summary
13+ years experience supporting advocacy initiatives and the establishment of innovative programs that have produced maximum results with minimal capital. Solid track record of providing a nonjudgmental, emphatic approach in support of clients dealing with social, emotional and environmental challenges. Skilled relationship builder, able to develop unique partnerships and relationships and tenacious in seeking new funding sources. Hands-on leader with relevant experience in developing, mentoring, leading and mobilising paid and volunteer personnel with a common goal. Specific Skills & Attributes Well-versed in developing and implementing creative programs serving multiple special needs populations (refugees, migrants, indigenous, unemployment, disability, ageing, substance abuse). Acknowledged for the unwavering commitment to quality program and data-driven program evaluation. Verifiable experience in counselling, assessment, crisis intervention, behaviour management, client education, agency partnerships, and community outreach with at risks youth and families. Demonstrated talent in working effectively as a member of a multidisciplinary team and in an interagency context. Capable of establishing a strong network of community linkages and referrals. High ability to win fiercely loyal community support, cultivate strategic partnerships, and establish effective, multi-sectoral network of providers and activists. Creates harmonised referral networks whilst augmenting access to and participation to community services. Relevant leadership experience. Assembles a high performance team through one-on-one coaching and training. Program Implementation & Assessment Client Advocacy & Support Staff & Volunteer Training & Supervision Workshop Facilitation Counselling & Case Management Networking & Relationship Building Crisis Intervention & Risk Management Presentation & Public Speaking Community & Interagency Collaborations Multilingual in English, Arabic & Dinka Abok Kolang | Page 1 Certificate of Appreciation for dedication and commitment to Remote Servicing (2010) Certificate of Appreciation for dedication, commitment and support to communities affected by The Victorian Bush fires as part of the Australian Government’s Response Team (2009) Certificate of Appreciation for dedication and commitment to the NT Emergency Response (2009)
Overview
18
18
years of professional experience
3
3
Languages
Work History
SERVICE OFFICER
OF HUMAN SERVICES
04.2007 - Current
- Exercises a high degree of discretion and sound judgment to deliver tailored services for customers requiring coordinated assistance by evaluating their needs and determining entitlements and obligations
- Liaises with internal and external resources to deliver the best outcomes for clients facing disadvantageous or multiple complex challenges
- Offers on-the-job training, guidance and mentoring to junior staff members to increase their confidence and support their development
- Reviews the output of junior Service Officers, providing procedural guidance and advice as necessary
- Delivers assistance for customers inclusive of developing individual support plans and facilitating vocational skills training to maximise employment opportunities
- Assists customers in accessing, navigating and interpreting services across a range of payments and programs
- Actively promotes and refers customers to the Department’s self-managed and digital services
- Investigates and resolves common and complex customer enquiries, while also advising them on relevant legislation, policies, procedures, payments and services administered by the Department
- Provides front desk customer service assistance that includes greeting and directing customers to relevant service channel, responding to common enquiries, identifying and prioritising vulnerable customers or those with accessibility issues, and escalating potential issues to the local leadership team
- Recommends solutions to the local leadership team to further improve internal processes and enhance the delivery of services to customers
- Applies advanced proficiency in Arabic and Dinka to assist customers from non-English speaking backgrounds.
SOCIAL / WELFARE SUPPORT LEADER
YOUTH LEAGUE / SOUTH SUDANESE COMMUNITY
01.2006 - 01.2019
- Provides support and assistance to community members experiencing difficulties including those with work or marital problems, unemployment, illness, alcohol and drug abuse issues
- Arranges for community members to be referred to appropriate specialists or community agencies such as Red
- Cross, Salvation Army, Immigration Lawyers, Centrelink and Medicare
- Assesses risks and provides intensive short-term crisis counselling for victims of domestic violence
- Analyses data and writes reports, including funding submissions for continuing program and new projects.
MULTICULTURAL CONTACT OFFICER
OF HUMAN SERVICES
04.2012 - 03.2014
- Provided support and formal and informal training to staff on access and equity, cultural awareness, and available resources to enhance their awareness and capability
- Linked customers and community groups to the Department’s services, payments and programs, assisting them to access mainstream channels as necessary
- Actively attended community forums to educate, build awareness and increase understanding of entitlements and obligations
- Built and sustained key relationships with community stakeholders, obtaining their feedback on programs and services for further enhancement of the services offered to customers
- Suggested innovative ideas and determined national and local efficiency improvements and initiatives to better address business and customer needs
- Liaised with other service delivery staff to determine and evaluate customer service requirements and refer customers to external providers
- Helped mentor and train new staff to build service delivery capability.
REMOTE VISITING OFFICER / TRIP LEADER
ALICE SPRINGS, OF HUMAN SERVICES
06.2008 - 12.2010
- Key member of the NT Emergency Response team, supporting the implementation of the Income Management Program for eligible welfare payment customers
- CONFIDENTIAL RÉSUMÉ
- Abok Kolang | Page 2
- Travelled to various remote sites on a weekly basis to screen and interview indigenous customers in order to determine their priority needs, including but were not limited to, food, housing, utilities, school nutrition programs and medical requirements
- Set up Income Management accounts, issued Basic Cards, and processed the necessary priority need deductions from the customers’ account
- Processed employment services claims and linked customers to their Job Network provider, ensuring customers were fully aware of their compliance requirements and the consequences for non-adherence
- Worked with Trip Intents to update customers’ information, while also carrying out service profiling interviews and collecting the required documentations to get the customers on the appropriate payment scheme.
MULTICULTURAL SERVICES OFFICER
OF HUMAN SERVICES
07.2009 - 09.2009
- Supported the provision of refugee services, serving new families primarily from African countries, Myanmar and Bhutan
- Concurrently carried out migrant services activities that involved the execution of home visits and face-to-face appointments with customers at Customer Services Centres
- Implemented the National Refugee Servicing Model inclusive of payments processing and several visits during the 13 weeks’ settlement exemption period
- Provided factsheets and brochures with various languages to communities and agency partners
- Referred interested refugee customers by preparing their employment pathway during their first 6 months of arrival, while also connecting them with skills courses and local training providers
- Collaborated with interpreters to guarantee that customers understand their rights, obligations and opportunities with DHS and its network
- Delivered telephone support to Customer Service Advisors (CSA’s), agencies and directly to multicultural customers, including long-term senior or middle-aged settlers from non-English speaking backgrounds as well as
- Visa 456 workers moving into Permanent Residents
- Actively promoted the use of Multicultural Call Centre and the Electronic Service among the migrant customers
- Participated in community networking and engagement activities such as network meetings, information stalls and community outreach and celebrations
- Updated CSA’s on refugees and migrant issues such has AMEP and Activity Testing, assisted them in booking interpreters, and helped resolve complex issues through phone or via email.
TRANSLATOR
INTERPRETER IN ARABIC & DINKA
12.2004 - 04.2007
- ON CALL INTERPRETERS &, AGENCY
- CONFIDENTIAL RÉSUMÉ
- Abok Kolang | Page 3
- Orally translated written documents and provided simultaneous interpretations of conversations or speeches across various settings, including hospitals, schools and group orientation sessions.
Lead Teacher
TEACHERS AID, OUR LADY OF
04.2006 - 01.2007
- IMMACULATE CONCEPTION
- Assisted the, in facilitating lesson plans for students from African Backgrounds and those with
- English was a second language
- Performed other administrative and non-instructional duties as assigned.
Education
Master of Social Work - undefined
Monash University
Bachelor of Arts - International Relations
DEAKIN UNIVERSITY
Diploma of Children’s Services - AUSTRALIAN PROJECT MANAGEMENT INSTITUTE
Childhood Education & Care & Certificate III in Children’s Services Community Language Allowance Proficiency Test for DHS - undefined
UNSW INSTITUTE OF LANGUAGES
Applied First Aid Certificate & Asthma & Anaphylaxis, AUSTRALIA WIDE FIRST AID - undefined
Course in Negotiation & Crisis Intervention, DHS CONFLICT RESOLUTION TRAINING - undefined
Certificate III in Business/Government, CUSTOMER FOCUS GROUP TRAINING COMPANY OF NSW - undefined
in Customer Service - undefined
DHS - undefined
Skills
Computer Skillsundefined
Timeline
MULTICULTURAL CONTACT OFFICER
OF HUMAN SERVICES
04.2012 - 03.2014
MULTICULTURAL SERVICES OFFICER
OF HUMAN SERVICES
07.2009 - 09.2009
REMOTE VISITING OFFICER / TRIP LEADER
ALICE SPRINGS, OF HUMAN SERVICES
06.2008 - 12.2010
SERVICE OFFICER
OF HUMAN SERVICES
04.2007 - Current
Lead Teacher
TEACHERS AID, OUR LADY OF
04.2006 - 01.2007
SOCIAL / WELFARE SUPPORT LEADER
YOUTH LEAGUE / SOUTH SUDANESE COMMUNITY
01.2006 - 01.2019
TRANSLATOR
INTERPRETER IN ARABIC & DINKA
12.2004 - 04.2007
Master of Social Work - undefined
Monash University
Bachelor of Arts - International Relations
DEAKIN UNIVERSITY
Diploma of Children’s Services - AUSTRALIAN PROJECT MANAGEMENT INSTITUTE
Childhood Education & Care & Certificate III in Children’s Services Community Language Allowance Proficiency Test for DHS - undefined
UNSW INSTITUTE OF LANGUAGES
Applied First Aid Certificate & Asthma & Anaphylaxis, AUSTRALIA WIDE FIRST AID - undefined
Course in Negotiation & Crisis Intervention, DHS CONFLICT RESOLUTION TRAINING - undefined
Certificate III in Business/Government, CUSTOMER FOCUS GROUP TRAINING COMPANY OF NSW - undefined
in Customer Service - undefined
DHS - undefined
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