Mel explores pathway of opportunities at Multicap

With over 25 years customer relations experience and children with disability, it’s no wonder Mel is kicking goals at Multicap gaining experience in three different positions in only three years.

Mel set out to make a difference when she initially joined the Multicap team as a Disability Support Worker (DSW) in mid-2019 after accomplishing a Certificate III in Individual Support as part of the first Skilling Queenslanders for Work program held in Rockhampton.

Not only was Mel nominated for the Queensland Training Awards, but she was also offered a position as a DSW. Only 12 months later she was promoted to Service Leader and even stepped up to relieve the Service Manager.

Looking to gain more experience, Mel was successful in her application for the new position of Customer Relationship Officer for Central and North Queensland region in March.

“I’ve made a difference as a DSW, as a Service Leader and now I’m excited about the difference I can make in this new role,” Mel said. “I’m planning on increasing Multicap’s network within the region to boost enquiries as well as work closely with our operations teams to onboard new customers.

“If I can grow our customer base in the region, there may be opportunities for another Customer Relationship Officer to join the team and even potential for me to gain enough experience and knowledge to become a Support Coordinator or Plan Manager one day. With the support of Multicap together with my hard work and determination, I see so many potential opportunities,” she said.

When she was a little girl, Mel wanted to be a truck driver but instead she has worked in customer service roles across a range of industries including, hospitality, finance, real estate, retail and tourism.

“My customer relations experience has strengthened my natural ability to talk to people and together with reading body language, I’m able to make meaningful connections with people,” she said.

While Mel has had many highlights since working at Multicap, there are a couple that really stand out.

“When working as a DSW in community access, Hub programs and Supported Independent Living, I favoured weekly music session as I was able to create a dance and teach the customers – it was very rewarding to witness all the customers engaged in a common interest.

“Another highlight while in the Service Leader position was being able to direct my passion for medication and our policies to staff by delivering medication training for our onboarding induction,” Mel said.

At only 40 years old, Mel has three children – two with a disability – and is a proud Grandma and despite growing up around aged care and friends and family with disability, she never really thought about pursuing a career in the industry.

“I think because disability was just part of my daily life, I never really considered it as a career, but I truly wish I joined the industry sooner,” Mel said. “Better late than never!”

In her spare time, Mel tends to her beautiful rose garden.


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